Common Issues FAQ:
Q: I just got my computer and it will not start up properly, what should I do?
A: In some rare cases a cable or some other component may have come loose during shipping preventing the computer from starting or operating properly.
Often just detaching and re-attaching the IDE and Optical drive cables (flat ribbon cable and power cable) is enough to bring the computer, optical (CD/DVD Drives), or hard drive, back to life. Sometimes reseating the memory, CPU and CPU cooling fan may be necessary. This issue is evidenced if the computer does not pass POST (Power On Self Test). POST generates an audible beep when the computer is first turned on. If you do not hear the beep when you turn on the computer, then this may be the issue. Other symptoms indicating a part that came loose in shipping are messages about the system overheating or messages that refer to a thermal event.. Contact us via email at computerstore199@aol.com for detailed instructions on how to perform this simple check.
If you are having the issue described above, you may proceed by checking the connections inside the computer on your own without voiding the warranty. First, be sure that the computer is turned off and there is no power running to the computer to avoid risk of electric shock. With the computer unplugged and all power cords removed, you or a friend are authorized to open the computer to perform basic checks for loose parts and cables to attempt to recover the computer and resolve any basic hardware issue, if you are comfortable doing so. Be sure to close the computer completely before attempting to plug it in or turn it on.
Q: I get a message stating "no operating system found" or the system continuously boots into "safe mode" since the computer first arrived.
A: If you receive a message like no operating system found, a file is missing, or the system continuously boots into safe mode, you could have a defective or damaged hard drive. In cases such as this contact our technical support team. If they determine the drive needs to be replaced, a replacement drive will be sent.
Q: I get a message stating a drive can not be found, and my system doesn’t boot or the optical drive (CD, DVD) does not appear in “My Computer”
A: Turn off and unplug the computer from any power source before proceeding. Open the computer and check the IDE cables (flat ribbon type cables about 2 inches wide) inside the computer to see if they may have come loose during shipping. One end attaches to the hard drive, and the other end attaches to the motherboard.
Another common 'fix' for this issue is that an internal drive might be disabled in the computer' BIOS. If you are comfortable doing so, check the BIOS to be sure that the device is present and enabled. Access the BIOS by going into the setup screen. To enter setup on Compaqs and HPs press the F10 key, on Dells use F2 key, on Toshibas its ESC then F1. Most computers, when they are just turned on and before they enter Windows, will display what keys to press to enter setup.
From within the BIOS you can check to see if the hard or optical drives are recognized by the computer, this can help determine between if the drive is bad or the cable is loose. Do not change settings in the BIOS unless you know what you are doing as that will effect the operation of the computer.
Q: When I start the computer, I hear an audible clicking sound or pinging sound and the system doesn’t startup?
A: If you hear an audible clicking sound or what sounds like a metal pinging sound from the computer it is a good indication of a hard drive failure. Other indicators of a bad hard drive are, the computer won’t boot up properly, a message about a missing operating system, or missing files when the computer is initially unpacked, or the computer only starts into "safe mode" initially upon unpacking and setting up the system. If this is the case, please contact our technical support staff.
Q: I hear no beep or more than one beep when I first turn on the system, and it doesn’t start properly.
A: A single beep indicates the system has passed a basic power on self test or POST. Not hearing this single beep or hearing more than one beep indicates a problem. By noting the number and sequence of beeps our technicians can determine the nature of the problem.
Q: My system appears completely dead when I first turn it on or I hear only the fan and do not get any signal to my monitor.
A: This is a very common issue with Dells that were handled roughly during shipping. In the majority of cases it is due to the processor becoming unseated from its socket during shipping.
To resolve this issue the processor must be reseated. To do this you must open the computer and remove and replace the CPU fan and/or heat sink assembly. Before attempting this, turn off and unplug the computer. Remove any power cords running to the computer. Often when you remove the heat sink you’ll see the CPU stuck to the bottom of the Heat sink. Gently pry the processor off the heat sink. Lift the lever that locks the processor in the socket so that it is standing straight up. Then noting the orientation of the processor to the socket, gently reinsert the processor and make sure it sits flat in the socket, then close the lever, locking the processor in. Reinstall the CPU heat sink and cooling fan assembly and test.
A video with detailed instructions on how to perform this procedure will be available soon.
Q: I can’t find the Avast anti virus program or it says the trial period is over.
A: On your desktop there should be a folder called Anti-virus Setup. Go into this folder and double click the icon to install Avast Anti-Virus. Sometimes the program has already been installed by our technicians and you get a message that the trial period is over. Avast requires that you to complete a free registration of the program online to receive an activation code to continue to use the program after the trail period. The program is also included on the application CD you received with your computer.
Q: Microsoft Word, Excel and PowerPoint are not installed on my system.
A: Per the auction description, our systems come with OpenOffice preinstalled which is a Word, Excel and PowerPoint compatible application. You can open, edit, create, and modify files created in Microsoft Office with OpenOffice and save any changes using the “save as” feature back to Microsoft Office file formats. OpenOffice can be reinstalled on any system using the applications CD you received with your computer. The following shows the application compatibility.
OpenOffice.org Writer / Microsoft Word
OpenOffice.org Calc / Microsoft Excel
OpenOffice.org Impress / Microsoft Power Point
Q: Several keys appear not to be working when I try to enter the Windows Product Code.
A: Several keys are purposely disabled during entering the product key so the wrong number cannot be entered. These include 0, 1, o, l, 5, S and other characters and numbers.
The product key consists of 5 sets of 5 characters and never contains these characters.
The Windows product key, a 25 digit code located on the small color label on your computer, is notoriously hard to read. It is common for a nick or smudge to make one similar letter or number look like another. It is very common for a user to believe they entered the code correctly when they in fact entered the number 8 instead of B or transposed some other character. If you get a message that the product key is invalid after entering it several times, we recommend looking at the product key with a flashlight. A magnifying glass can help as well. We have addressed this issue with Microsoft and some of the newer stickers are easier to read.
As a rule, re-entering the product key as described above will solve the issue. The only exception is if the product code from one version of an operating system is used with another. On rare occasions, the version installed on the computer may not match the version named on the product key sticker. In this case, the key will not work. This is very rare and has only happened once or twice.
You may enter a key and get a message that the key has exceeded the number of uses or similar message. This simply indicates that the key has been used to activate the product a number of times because the system has been reloaded and activated a number of times. It is not a problem.
A dialog screen will instruct you on how to directly activate the key either by internet or phone directly with Microsoft. This is standard requirement of Microsoft.
Q: When I try to activate Windows it states the product code may not be legitimate.
A: There are two parts to the Windows activation. The first part occurs when you turn on the computer for the very first time.
During this setup you are asked to enter the Product Code from the COA, this is a 25 character sequence, 5 sets of 5 characters each, that you can find on the mailing label sized sticker attached to your computer. After successfully entering this number you are presented with the desktop and are required to “activate” your license within a specified period.
Within this period of time the computer will from time to time remind you that you must eventually activate the license to continue using the product. An icon of a set of keys will appear on the task bar and is also listed in the accessories program group.
During this activation process you are instructed to enter the product key again, however this time Microsoft may indicate that the product code you entered may not be valid. This occurs because, on a refurbished computer, the product registration key has been previously registered to someone else. This is not a problem and you can rest assured that your product key is legitimate. Many customers stop at this point and try repeatedly to enter the product code again and again with the same result and disregard the instructions that follow. If you get this message, you will need to make one extra step by following the instructions on the computer.
These instructions will direct you to call Microsoft and a phone number will be provided, which you will need to call. The computer will generate a 47 character code which you will read back to an automated system, which will respond by reading back a 47 character code. Make note of the code as you will need to enter that code to activate the license.
In rare cases the computer may ask you to activate Windows, and instruct you to double click the icon of a set of keys; however the icons will have disappeared.
If this occurs you can force the activation by typing the following command in the "run" field. Access the "run" field by clicking on the "start" button and then clicking on the "run" option. In the blank command line, type: %SYSTEMROOT%\system32\oobe\msoobe.exe /A
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