Lenovo 33472YU Troubleshooting computer problems, Diagnosing problems, Computer stops responding

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Chapter 9. Troubleshooting computer problems

This chapter provides information on what to do if you experience a problem with your computer.

This chapter contains the following topics:

•“Diagnosing problems” on page 87

•“Troubleshooting” on page 87

Diagnosing problems

If you experience problems with your computer, use the Lenovo Solution Center program as a starting point for solving them.

The Lenovo Solution Center program enables you to troubleshoot and resolve computer problems. It combines diagnostic tests, system information collection, security status, and support information, along with hints and tips for maximum system performance.

Note: If you are using other Windows operating system rather than Windows 8, go to http://www.lenovo.com/diags for the latest information on diagnostics for your computer.

To run the Lenovo Solution Center program on the Windows 8 operating system, see “Lenovo programs” on page 11.

For additional information, refer to the Lenovo Solution Center help system.

Note: If you are unable to isolate and repair the problem yourself after running the program, save and print the log files. You will need the log files when you speak to a Lenovo technical support representative.

Troubleshooting

If your computer has an error, it typically displays a message or an error code, or a beep sounds when you turn it on. When you experience a problem, refer to the corresponding sections in this topic to try to solve the problem by yourself.

Computer stops responding

Print these instructions now and keep it with your computer for reference later.

If your computer is completely unresponsive (you cannot use the UltraNav pointing device or the keyboard), do the following:

1.Press and hold the power button to turn off the computer.

•If the computer is turned off, restart the computer by pressing the power button. If you can not restart the computer, go to step 2.

2.While the computer is turned off, remove all power sources from the computer. and reset the system by inserting a straightened paper clip into the emergency reset hole. Then hold down the power button for 10 seconds. Reattach the ac power adapter. If the computer does not turn back on, continue to step 3.

Note: If the computer starts with ac power but does not start when ac power is removed, call the Customer Support Center for support.

© Copyright Lenovo 2012

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Contents User Guide Second Edition December Copyright Lenovo Safety, Warranty, and Setup Guide Regulatory NoticeContents Preventing problems Protect yourself from the heat that your computer generates Read this firstPrevent your computer from getting wet Protect the cables from being damagedProtect your computer and data when moving it Important safety informationHandle your computer gently Carry your computer carefullyConditions that require immediate action Safety guidelinesService and upgrades Power cords and power adapters Extension cords and related devices Power supply statementPlugs and outlets ViiBuilt-in rechargeable battery notice General battery noticeLithium coin cell battery notice External devicesHeat and product ventilation Liquid crystal display LCD notice Electrical current safety informationAdditional safety information Using headphones or earphonesXii User Guide Front view Locating computer controls, connectors, and indicatorsProduct overview System status indicator illuminated ThinkPad logo Volume control buttonsIntegrated camera Built-in microphonesMini DisplayPort connector USB 3.0 connectorRight-side view Hard disk or solid-state drive bayLeft-side view Ethernet connector Mini Hdmi connectorCombo audio jack Media card reader slotSystem status indicators Status indicatorsIntegrated battery Bottom viewPower status indicator Machine type and model label Locating important product informationFCC ID and IC Certification number label FeaturesSpecifications Battery life Battery packOperating environment Lenovo programsLenovo Mobile Access Lenovo SettingsLenovo Solution Center Lenovo Support Password ManagerRegistering your computer Using your computerFrequently asked questions Using tablet mode Tablet modeIs getting connected in different locations a challenge? Need to attach or replace a device?Using your computer Tips on using your computer in tablet mode Using the multi-touch screen Cleaning the multi-touch screen Tips on using the multi-touch screenSpecial keys and buttons Using the tablet buttonsOther functions Function keys Volume and mute keysDisplay management keys Select Config Keyboard/Mouse Change to F1-F12 keys Using the UltraNav pointing deviceChanging the UltraNav pointing device settings Windows keyChanging the cap Using the TrackPoint pointing deviceCustomizing the TrackPoint pointing device Customizing the touch pad Using the touch padDisabling the UltraNav pointing device Using the battery power Power managementChecking the battery status Adding the UltraNav icon to the Windows notification areaCharging the battery Using the ac power adapterMaximizing the battery life Connecting the ac power adapterPower-saving modes Managing the power plansConnecting to the network Click More power optionsEthernet connections Wireless connectionsUsing the wireless LAN and wireless WAN connections Presentations and Multimedia Changing the display settingsUsing Bluetooth Setting the main display Using an external displayConsiderations for using an external monitor Using audio features Using a projectorSetting the monitor type Set Resolution Click Advanced SettingsUsing a media card Using the integrated cameraConfiguring for sound recording Configuring camera settingsRemoving a media card Inserting a media cardClick Hardware and Sound Device Manager Right-click the Safely Remove Hardware and Eject Media iconErgonomic information Accessibility and comfortYou and your computer Comfort Accessibility informationTraveling with your computer Travel accessoriesTravel tips Assistive technologiesUser Guide Passwords and sleep mode Using passwordsTyping passwords SecurityHard disk passwords Power-on passwordSetting a power-on password Select Power-on PasswordSelect Hard Disk 1 Password Setting a hard disk passwordChanging or removing a hard disk password Supervisor passwordSelect Supervisor Password Setting, changing, or removing a supervisor passwordHard disk security Using Windows BitLocker Drive EncryptionClick System and Security BitLocker Drive Encryption Setting the security chipSetting the security chip Protecting data against viruses Using firewallsSecurity User Guide Refreshing your computer Recovery overviewUser Guide Select Disable Built-in Battery Disabling the built-in batteryReplacing devices Static electricity preventionUser Guide Replacing the hard disk drive or solid-state drive User Guide Replacing the keyboard User Guide Replacing devices User Guide Replacing a Mini PCI ExpressCard for wireless LAN connection User Guide Replacing devices Installing or replacing the wireless WAN card Replacing devices User Guide Replacing devices User Guide Installing a new operating system Advanced configurationInstalling the Windows 8 operating system Select Startup BootMain menu Installing device drivers ThinkPad SetupInstalling the Windows 8 fix module AC Only Config menuMenu item Submenu item Selection Comments Network IPv4 First EnabledMenu item Submenu item Selection Comments Default DisabledAuto Keyboard/MouseBattery Optimized Always PowerMenu item Submenu item Selection Comments Display ThinkPad LCDDate/Time menu Menu item Submenu item Selection Comments Beep and AlarmSecurity menu Serial ATA SataAt unattended boot, a password Menu item Submenu item Selection Comments PasswordBios ROM String Reporting Disabled, the Security Chip optionSmbios Reporting Smbios Uefi Bios Update OptionAnti-Theft Port AccessMenu item Submenu item Selection Comments Virtualization Startup menu Menu item Submenu item Selection Comments Secure BootChanging the startup sequence Uefi Only and set CSM SupportNetwork Boot Menu item Selection Comments BootUEFI/Legacy Boot Uefi Only UEFI/Legacy Boot Priority Uefi FirstUsing system management Updating your system Uefi BiosMenu item Selection Comments Boot Device List F12 Option Boot Order Lock DisabledSystem management Setting management featuresFlash update Network Boot sequenceUser Guide General tips for preventing problems Preventing problemsGetting the latest drivers from the Web site Getting the latest drivers using System UpdateMaking sure device drivers are current Taking care of your computer Be careful about where and how you workBe gentle with your computer Carry your computer properlyTake care in setting passwords Cleaning the cover of your computerCleaning your computer keyboard Register your computer Be sure not to modify your computerCleaning your computer display User Guide Diagnosing problems Troubleshooting computer problemsTroubleshooting Computer stops respondingIf you spill something on your computer Error messagesSpills on the keyboard Troubleshooting computer problems Errors without messages Problem Solution Beep errorsMemory module problems Solution Networking problemsEthernet problems Wireless WAN problem Wireless LAN problemBluetooth problems Click Hardware and Sound Sound PlaybackKeyboard problems Problems with the keyboard and other pointing devicesUltraNav pointing device problems Computer screen problems Problems with the display and multimedia devicesExternal monitor problems Set Resolution Audio problems Battery problems Battery and power problemsPower problems An ac power adapter problemSleep problems Power button problemBoot problems Hard disk drive problems Problems with drives and other storage devicesSolid-state drive problem Optical drive problemsSoftware problem USB problem Problems with ports and connectorsBefore you contact Lenovo Getting help and serviceGetting support Calling Lenovo Using diagnostic programsLenovo Support Web site Telephone numbers Purchasing additional servicesFinding ThinkPad options User Guide Wireless interoperability Wireless related informationAppendix A. Regulatory information 109Usage environment and your health Location of the UltraConnect wireless antennasExport classification notice Locating wireless regulatory noticesElectronic emission notices Federal Communications Commission Declaration of ConformityGerman Class B compliance statement Appendix A. Regulatory information User Guide Important Weee information Appendix B. Weee and recycling statementsJapan recycling statements 115Disposing of Lenovo computer components Battery recycling information for the European UnionRecycling information for Brazil Appendix B. Weee and recycling statements User Guide Appendix C. Energy Star model information Power plan Energy Saver settings when plugged into ac powerClick Hardware and Sound Device Manager Network adapters 119Click OK 121 Appendix D. NoticesTrademarks 123 China RoHS Turkish RoHSUkraine RoHS India RoHS
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