Repair a misbehaving app without losing data
Move from low-risk checks to reset or reinstall only after user data and settings are understood.
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- Exact symptom recorded
- Backup created and sampled
- Service status checked
- Recent change isolated
- Credentials and licence available
Common problems
Cloud sync may have deleted files
Pause sync on affected devices and preserve local copies before reconnecting.
Reinstall does not remove the fault
The cause may be in the user profile, synced configuration, document or external service; test with a clean profile if the app supports it.
Frequently asked questions
Is free software good enough, or should I pay?
Free software is often perfectly good for everyday tasks, especially well-established open-source programs and the free tiers of reputable services. Paying makes sense when you need support, business features, guaranteed updates or no adverts. Whichever you choose, check who makes it, how it is funded and what it does with your data.
How do I choose accounting or CRM software for a small business?
Write down the five or six jobs it must do, such as invoicing, VAT records, bank feeds or tracking customer calls, and ignore features you will not use. Shortlist two or three options, run a short trial with your real data and check how easily you can export everything if you leave. For tax rules such as Making Tax Digital, check the current requirements on GOV.UK or with your accountant.
How often should I update my software?
Install security updates for your operating system, browser and apps as soon as is practical, ideally with automatic updates switched on. Larger feature upgrades can wait a few days while you check they work with the programs you rely on. Always have a recent backup before any major update.
How can I tell if a download is safe?
Download only from the developer's official website or your device's official app store, and be wary of adverts that imitate download buttons. Check the name of the publisher when the installer runs and decline any extra bundled programs. If something seems wrong after installing, disconnect from the internet, run a security scan and report fraud or suspected scams to Report Fraud (formerly Action Fraud).
What should I do when software reaches end of support?
When a program or operating system stops receiving security updates, it becomes steadily riskier to use online. Plan to upgrade or switch to a supported alternative before the end date, and move your files and settings across in good time. If the device cannot run a supported version, consider using it offline only or replacing it.
What to do next
Document the working fix and re-enable extensions or sync gradually so the trigger is identifiable if it returns.