Getting support, Before you contact Lenovo | Lenovo 20CD0033US

Chapter 10. Getting support

This chapter provides information about getting help and support from Lenovo.

•“Before you contact Lenovo” on page 97

•“Getting help and service” on page 97

•“Purchasing additional services” on page 99

Before you contact Lenovo

Often, you can solve your computer problems by referring to the information in the explanations of error codes, running diagnostic programs, or by consulting the Lenovo Web site.

Registering your computer

Register your computer with Lenovo. For more information, see “Registering your computer” on page 15.

Downloading system updates

Downloading updated software might resolve problems you experience with your computer.

To download updated software, go to the following Web site and follow the instructions on the screen: http://www.lenovo.com/support

Recording information

Before you talk to a Lenovo representative, record the following important information about your computer.

Recording problem symptoms and details

Collect the answers to the questions below before you call for help. Then, you will be able to get help as quickly as possible.

•What is the problem? Is it continuous or intermittent?

•Is there an error message? What is the error code, if any?

•What operating system are you using? Which version?

•Which software applications were running at the time of the problem?

•Can the problem be reproduced? If so, how?

Recording system information

The serial number label is on the bottom of your computer. Record the machine type and the serial number.

•What is the name of your Lenovo product?

•What is the machine type?

•What is the serial number?

Getting help and service

If you need help, service, technical assistance, or just want more information about Lenovo products, you will find a wide variety of sources available from Lenovo to assist you. This section contains information about where to go for additional information about Lenovo and our products, what to do if you experience a problem with your computer, and whom to call for service should it be necessary.

© Copyright Lenovo 2013

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Lenovo 20CD0033US manual Getting support, Before you contact Lenovo, Getting help and service

Contents

User Guide First Edition November Copyright Lenovo Safety, Warranty, and Setup Guide Regulatory Notice Contents Preventing problems Protect the cables from being damaged Read this firstProtect yourself from the heat that your computer generates Prevent your computer from getting wet Carry your computer carefully Important safety informationProtect your computer and data when moving it Handle your computer gently Safety guidelines Service and upgradesConditions that require immediate action Power cords and power adapters Vii Power supply statementExtension cords and related devices Plugs and outlets General battery notice Built-in rechargeable battery noticeExternal devices Heat and product ventilation Lithium coin cell battery notice Electrical current safety information Using headphones or earphonesLiquid crystal display LCD notice Additional safety information Xii User Guide Locating computer controls, connectors, and indicators Product overviewFront view Ambient light sensor System status indicator illuminated ThinkPad logoCamera Microphones Power button Right-side viewTablet Digitizer Pen on some models Screen rotation lock button Volume control buttonsUSB 3.0 connector Mini Hdmi connector Ac power connector Lenovo OneLink connector Always On USB 3.0 connectorLeft-side view Audio connector Emergency reset holeBottom view Status indicators Rear viewFan louvers Machine type and model label Locating important product information Genuine Microsoft label FCC ID and IC Certification information Features Specifications Operating environment Lenovo programsActive Protection System Password Manager Client Security SolutionLenovo Settings Lenovo Solution Center User Guide Registering your computer Using your computer Is getting connected in different locations a challenge? Frequently asked questions Using the Tablet Digitizer Pen Using the tablet buttons Using the multi-touch screen Swipe or slide TapPress and hold Drag Tasks Touch gestures touch models only Mouse actions Tasks Touch gestures touch models only Mouse actions Display angle for each operating mode Operating modesRotating the computer display Stand mode Tablet mode Tent mode Stand mode User Guide Tablet mode Tips on using your computer in tablet mode Tent mode Turning the computer into tent mode from tablet mode Special keys Turning the computer into stand mode from tent mode Function keys Windows key Using the keyboard Customizing the keyboard Behavior of the keyboard Using the ThinkPad pointing device Using the TrackPoint pointing stickUsing the ThinkPad trackpad Click Hardware and Sound Mouse ThinkPad Power managementChecking the battery status Customizing the ThinkPad pointing device Tips on using the ac power adapter Using the ac power adapterCharging the battery Connecting the ac power adapter Maximizing the battery life Managing the battery powerPower-saving modes Wireless off Connecting to the networkWireless connections Using the wireless LAN connection Select Send To Bluetooth Devices Using the Bluetooth connectionUsing the NFC connection Tips for using the wireless LAN feature Changing display settings Using an external monitorPresentations and multimedia Considerations for connecting an external monitor Using a projectorUsing dual display Changing the color settings Enabling the Duplicate or Extend desktop function Using audio featuresUsing the Duplicate or Extend desktop function Considerations for using the Extend desktop function Configuring camera settings Using the cameraUsing a flash media card Configuring for sound recording Installing a flash media card Click Hardware and SoundRemoving a flash media card Accessibility and comfort You and your computerErgonomic information Comfort Accessibility information Screen-reader technologies Traveling with your computerTravel tips Assistive technologies Travel accessories Security Using passwordsTyping passwords Power-on password Setting, changing, or removing a power-on password Supervisor password Setting, changing, or removing a supervisor password Setting a hard disk password Hard disk passwordsUser hard disk password Master hard disk password Hard disk security Tips on using the hard disk passwords Setting the security chip Using Windows BitLocker Drive EncryptionSetting the security chip Tips on using the security chip Protecting data against viruses Using firewalls Recovery overview Resetting your computer to the factory default settingsRefreshing your computer Using the advanced startup options Creating and using recovery mediaCreating recovery media Using recovery media User Guide Enhancing your computer Finding ThinkPad optionsThinkPad OneLink Dock Front view Rear view User Guide Installing the Windows 8.1 operating system Advanced configuration Installing device drivers Using the ThinkPad Setup programCountry or region Code Main menu Config menuEnabled Disabled Display PowerAuto Keyboard/Mouse Beep and Alarm Date and Time menuSecurity menu Enabled At unattended boot, a password Menu item Submenu item Selection Comments Password Uefi Bios Update Option Disabled, the Security Chip optionBios ROM Strings Reporting Smbios Reporting Smbios Virtualization Port Access Menu item Submenu item Selection Comments Anti-Theft Secure BootDefaults is Enabled Startup menu Following UEFI/Legacy Boot Priority Menu item Selection Comments BootUEFI/Legacy Boot Both if OS Optimized Defaults Is Disabled Restart menu Updating the Uefi BiosUsing system management Boot Order Lock Disabled Preboot eXecution Environment Desktop Management InterfaceAsset ID Eeprom General tips for preventing problems Preventing problems Getting the latest drivers using System Update Making sure device drivers are currentGetting the latest drivers from the Web site Carry your computer properly Be careful about where and how you workTaking care of your computer Be gentle with your computer Cleaning your computer display Cleaning the cover of your computerTaking care in setting passwords Cleaning your computer keyboard Preventing problems User Guide Computer stops responding Troubleshooting computer problemsDiagnosing problems Troubleshooting Error messages Spills on the keyboardIf you spill something on your computer Troubleshooting computer problems Errors without messages Ethernet problems Beep errorsMemory module problems Networking problems Wireless LAN problem Bluetooth problemsSolution Keyboard problems Problems with the keyboard and other pointing devicesProblems with the display and multimedia devices TrackPoint pointing device problems Computer screen problems External monitor problems Double-clickSound, video and game controllers Audio problems Click Hardware and Sound Power problems Battery and power problemsBattery problems An ac power adapter problem Power button problem Boot problemsSleep and hibernation problems Hard disk drive problems Problems with drives and other storage devices USB problem Software problemProblems with ports and connectors Solid-state drive problem Dock problem Getting help and service Getting supportBefore you contact Lenovo Using diagnostic programs Lenovo Support Web siteCalling Lenovo Telephone numbers Purchasing additional services User Guide 101 Wireless related informationWireless interoperability Appendix A. Regulatory information Location of the UltraConnect wireless antennas Locating wireless regulatory noticesUsage environment and your health Industry Canada Class B emission compliance statement Export classification notice German Class B compliance statement Appendix A. Regulatory information User Guide 107 Appendix B. Weee and recycling statementsImportant Weee information Japan recycling statements Battery recycling information for the European Union Recycling information for BrazilDisposing of Lenovo computer components Appendix B. Weee and recycling statements User Guide European Union RoHS China RoHS Turkish RoHS111 Ukraine RoHS India RoHS 113 Power plan Energy Saver settings when plugged into ac powerAppendix D. Energy Star model information Click Hardware and Sound Device Manager Click OK 115 Appendix E. Notices Trademarks