Quick answer
Anything software-related (settings, installs, viruses, network) is usually fixed remotely; physical hardware problems (broken screen, keyboard) need an on-site visit.
A simple rule helps set expectations: if the problem is something you see on screen, it’s usually fixable remotely. If it’s physical, it needs a physical presence.
Almost always fixable remotely
Software settings, installing/removing programs, virus cleanup, network/WiFi issues, slow performance, email configuration — all of these are typically resolved without a physical visit.
Needs an on-site visit
Broken hardware (screen, keyboard, battery), installing new network equipment, or cabling always require a technician on site.
- Software/settings/network → almost always remote
- Physical hardware/cabling → needs a visit
- When in doubt, we always start with remote diagnosis