Frequently Asked Questions

Provide Relevant Information About Your Issue

• A detailed description of the problem (what is happening, since when, how often, any patterns?).
• Basic information about the affected device and system (manufacturer, retailer, purchase date, model designation, operating system).
• If possible: a video, a photo using your smartphone, or a screenshot of the error or issue.

In order to fully analyze or configure a system, the IT service provider requires administrator rights and access to restricted system areas (e.g., BIOS/UEFI). Modern encrypted systems cannot simply be bypassed if the customer does not provide login credentials or recovery keys. All current passwords and access credentials (accurately spelled) should be available to you and you must be able to enter them correctly when needed. Assistance with password documentation, retrieval, or deciphering cannot be offered to protect your privacy.

If lost, forgotten, or incorrectly recorded passwords must first be searched for, tested, reset, or recovered during the on-site appointment, this usually results in a very time-consuming process. This also applies to passwords you may not have entered for years because your web browser had remembered and automatically filled them in—until suddenly it no longer does.

Early preparation is therefore strongly recommended.

Examples of frequently needed access credentials:

• Windows user account: Local accounts: knowledge of username and password (plus any additional accounts if applicable). Cloud accounts: Microsoft account and password.
• Administrator access: Either local admin account or Microsoft account, including any two-factor authentication requirements.
• Apple devices: Apple ID, password, and if 2FA is enabled, a second Apple device (iPhone, iPad) to receive the verification code.
• BIOS/UEFI password: If a BIOS password has been set, it must be known.
• Router/WLAN access: Wi-Fi key and admin credentials for the router’s web interface (e.g., Fritz!Box).
• Internet provider account: Customer center login credentials and possibly broadband connection activation codes (DSL, cable, fiber).
• Recovery keys: Absolutely necessary for encrypted drives (BitLocker, FileVault).
• Email account credentials: (e.g., GMX, Web.de, t-online, etc.) – Passwords, server data (POP/IMAP/SMTP), ports, authentication method.
• Cloud accounts: Microsoft 365, OneDrive, iCloud, Google account, etc.
• NAS/server accounts: Network shares, usernames/passwords, possibly domain information.
• License keys and proofs: Product keys or codes for operating systems, Office suites, accounting software, specialized applications, etc.
• Other relevant logins: FTP, databases, CMS admin interfaces, authenticator apps.

In practice, it is frequently observed that clients lack sufficient data backups or cannot provide essential passwords (such as administrator logins or recovery keys). This often leads to incorrect expectations toward the IT service provider—assuming that access to data can be obtained „no matter what,“ even if a hard drive is damaged or a device remains encrypted due to missing credentials.

In reality, data recovery can become difficult or impossible without an existing backup or the necessary access credentials. It is also common for drives (HDDs or SSDs) to already be so physically damaged (e.g., mechanical defects, bad sectors) that only a specialized data recovery lab could attempt recovery—and even then, success is not guaranteed.

Possible scenarios include:

• Customers believe they have „backed up everything important,“ yet when the time comes, essential email archives, program directories, or untested backup files are missing.
• Encrypted systems (e.g., BitLocker, iCloud lock) cannot be „bypassed“ without knowing the recovery key or password. These protections rely on strong encryption without master access.
• A routine firmware update causes a heavily worn SSD to fail entirely. Without a current backup, the data is irretrievably lost.
• Users store personal files in non-standard locations (e.g., directly under C: drive), which modern operating systems often do not recognize as protected data locations. During reinstallations, repairs, or backups, such files may be missed and deleted.

Customer’s Responsibility for Backup

Responsibility for creating, updating, verifying, and ensuring the functionality of a backup lies solely with the customer or user.

This standard reflects common industry practice: Before any technical intervention—especially involving operating systems, storage media, or installed software—the customer is expected to have independently created a complete and functional backup.

If the customer wishes the service provider to perform a full backup, this must be expressly, clearly, and exclusively commissioned in writing before work begins.

If such a proactive written order is not provided, it will be silently assumed that the customer has fulfilled their legal and professional obligation to ensure proper data protection.

Any backup performed at the customer’s request without a formal full backup order will only cover a technically sensible minimum scope (e.g., user profiles such as Documents, Desktop, Pictures) and does not constitute liability for data stored elsewhere unless explicitly listed in writing.

The customer remains fully responsible for data located in atypical or unknown locations (e.g., directly in the C: root directory or custom folders outside of the user profile) that are not included in a formally commissioned full backup.

Why Complete IT Documentation Is Essential

Over time, every IT environment—whether private or corporate—accumulates countless individual customizations, special configurations, and technical peculiarities that deviate from standard practices. Many of these are well-intentioned, intended as temporary, or implemented by third parties—such as former IT providers, acquaintances, or through self-help efforts.

Unfortunately, these changes are rarely documented in a structured manner. Often, customers themselves are unsure what has been changed, when, or how things are interconnected. In many cases, the effects of specific settings are not explained.

This makes a clean, written IT documentation absolutely critical: Without it, the service provider lacks the necessary foundation to reliably assess risks. Even minor changes—such as replacing a device, adjusting network settings, or updating software—can cause serious unintended consequences if technical interdependencies are unknown.

In such cases, the technician works blindly, carrying unpredictable risks. If data loss, system errors, or outages occur, the cause often lies in missing information that should have been provided beforehand.

What constitutes complete IT documentation?

• A comprehensive list of devices (routers, switches, PCs, servers, NAS devices, printers, firewalls) including designation, location, IP address, function, and special notes.
• A schematic of the network setup with assigned IP addresses, VLANs, subnets, and port forwarding configurations.
• A list of all user accounts, groups, permissions, and access policies.
• Access credentials for local devices, cloud services, accounts, routers, remote support tools, etc., securely stored and linked to the relevant accounts.
• A description of the backup strategy: What data is backed up, where, how, and when? Is there a recovery plan? Who monitors it?
• An overview of installed software, including versions, license keys, configurations, and any scripts or automations used.
• A list of implemented security measures (e.g., antivirus solutions, encryption, VPNs, firewall rules).
• Notes on non-standard solutions, custom developments, or technical peculiarities deviating from standard practices.

What does not constitute complete documentation?

• A loose collection of passwords without context.
• Outdated notes or plans that no longer reflect the current status.
• Verbal information passed informally.
• Isolated pieces of information without technical context.

Without complete IT documentation, systematic, safe, and traceable IT service is impossible. Failing to document systems exposes both the customer and Meroth IT-Service to unnecessary risks. In such cases, Meroth IT-Service cannot accept responsibility for unforeseeable consequences arising from missing or unclear information.

Prior Repair, Optimization, or Recovery Attempts

If customers have already undertaken repair, optimization, or recovery attempts, the system condition may have been significantly altered. It is common for a wide range of unrelated settings to be changed during such attempts—changes that an external technician could never anticipate without disclosure.

Failing to inform the technician results in prolonged troubleshooting and increased risk.

This also applies to the use of tools such as Registry Cleaners, Tuning Software, „Driver Booster“, keygens, cracks, or beta firmware.

Examples include:

• BIOS/UEFI updates or flashing attempts.
• Reinstallations of operating systems.
• Resets or „repairs.“
• Partitioning (formatting, merging drives).
• Changes to the Windows Registry.
• Hardware replacements (RAM, SSD, PSU) carried out independently.
• Usage of keygens, cracks, or unlicensed software.
• Manual changes to system files (deleting, moving).
• Installation of beta firmware or pre-release operating systems.

Special Considerations for Second Hand or Institutional Devices

Devices previously used in corporate, governmental, educational, or club environments may still be bound to MDM systems (Mobile Device Management) or active group policies that prevent local changes. Some devices may remain linked to foreign Apple or Microsoft accounts.

Potential issues:

• Former institutional use: MDM profiles, group policies.
• Second-hand or inherited devices: Old registrations, existing admin accounts, unknown passwords.
• Missing license proofs: For operating systems or Office software, causing activation problems.
• Unclear or legally questionable device origins: The device could be stolen or improperly de-registered.

Environmental Conditions for On-Site Work

An IT technician needs space, good lighting, a hygienic environment, and safe electrical connections. Severe contamination can harm both devices and health. In unacceptable conditions, service cannot be rendered.

Essential requirements:

• A clean, illuminated, and logically accessible workspace.
• No excessive smoke, mold, or other strong odors.
• No animal hair, dried liquids, or insect infestations on or near the device.
• A safe electrical supply: stable outlets, no defective power strips or cables.

It is additionally advisable that customers regularly—and ideally immediately before a support appointment—perform a full backup of all data. If you do not know how to perform a backup, this can be arranged during the service. A backup protects against data loss and ensures that no important information is lost in case of unforeseen technical problems.