Sony VGN-FZ31E Troubleshooting guide

Documentation

The following documents are included with your Sony VAIO

®

computer.

Non-Printed Documentation

Important

❑ User Guide

Explains features of your computer. It also includes information about

the software programs included with your computer, as well as

information on solving common problems. User Guide is provided in

the PDF format, which you can easily browse through and print out.

To view the on-screen guide:

1 Double-click the VAIO User Guide icon on the desktop.

2 Open the folder for your language.

3 Select the guide you want to read.

❑ Specifications

The online specifications describe the hardware and software

configurations of your VAIO computer.

To view the online specifications:

1 Connect to the Internet.

2 Go to the Sony online support Web site at

http://www.vaio-link.com.

It is strongly recommended to create recovery discs immediately after

your computer is ready for use because there are no recovery discs

provided with the computer.

For instructions on how to create the recovery discs, see “Creating your

own recovery discs” on page 18.

Printed Documentation

❑ Quick Start Guide

Describes the process from unpacking to starting up your VAIO.

❑ Troubleshooting and Recovery Guide (this booklet)

Contains solutions to common problems and computer malfunctions,

an explanation of how to make a backup copy of your data and

recover your computer system, and sources of support information.

❑ Regulations, Warranty, EULA and Service Support

Contains Sony guarantee conditions, safety / regulations,

modem regulations, wireless LAN regulations,

wireless WAN regulations, Bluetooth regulations,

end user software license agreement, and

Sony support services information.

3

Contents

Documentation ....................................................................2

Printed Documentation.......................................................................... 2

Non-Printed Documentation .................................................................. 2

Important ............................................................................................... 2

Introduction to this guide .....................................................5

Troubleshooting

Troubleshooting...................................................................8

Computer............................................................................................... 8

What should I do if my computer does not start?............................ 8

What should I do if a BIOS error appears

when I turn on my computer? .................................................. 9

What should I do if the power indicator (Green) lights

but my screen remains blank?................................................. 9

What should I do if my computer or software

stops responding? ................................................................. 10

What should I do if the battery indicator is flashing

and my computer does not start? .......................................... 10

What should I do if a message window, notifying of

incompatibility or improper installation of the battery pack,

appears and my computer enters Hibernate mode? ............. 11

What should I do if Windows does not start,

showing a message, when I start my computer? .................. 11

What should I do if I cannot remember the BIOS password? ....... 12

System Security................................................................................... 13

How can I protect my computer against security threats,

such as viruses?.................................................................... 13

How do I keep my antivirus software updated? ............................ 13

4

Recovering your VAIO system

Before using your computer.............................................. 16

Creating your own recovery discs........................................................ 18

To create recovery discs ............................................................... 19

Backing up and restoring your data using

Backup and Restore Center ......................................................... 20

To back up your data..................................................................... 20

To create a restore point ............................................................... 25

Backing up and restoring your data with the VAIO software................ 28

To back up your data with Rescue Data........................................28

To restore your data with VAIO Data Restore Tool ....................... 30

Restoring the preinstalled software or software drivers ....................... 31

To use Reinstall Programs or Drivers............................................ 31

Finding out what to do in case of computer malfunctions ...... 32

If your computer does not work properly..............................................32

If Windows starts ...........................................................................33

If Windows does not start .............................................................. 34

Recovering your VAIO system.......................................... 35

Before starting the recovery process ................................................... 35

Recovering your VAIO system when you can start Windows ..............37

To restore the C drive....................................................................37

To restore your entire computer system........................................38

Recovering your VAIO system when you cannot start Windows ......... 39

Changing the partition sizes ............................................. 40

About hard disk partitioning ................................................................. 40

Creating a hard disk partition ...............................................................40

To create a partition with the Windows feature ............................. 41

To create a partition with recovery discs ....................................... 41

Erasing everything on your hard disk ............................... 42

Erasing all of your data on your hard disk with

Wipe and Erase Data ...................................................................42

Introduction to this guide

5

Introduction to this guide

This guide covers the following important areas:

❑ If you have any problems with your VAIO

®

computer, solutions are

offered in this booklet in the form of a troubleshooting guide. See

“Troubleshooting” on page 8.

There are more troubleshooting topics on the Sony online support

Web site. Go to http://www.vaio-link.com.

Always read these sections before contacting VAIO-Link or your local

Sony dealer directly.

You can also search for more information by using Windows Help and

Support. Windows Help and Support is a comprehensive resource for

practical advice, tutorials, and demonstrations to help you learn to use

your computer. Use the Search feature, Index, or table of contents to

view all Windows Help resources, including those that are on the

Internet.

To access Windows Help and Support, click Start and Help and

Support. Or go to Windows Help and Support by pressing and holding

the Microsoft Windows key and pressing the F1 key.

❑ An important part of using your computer is being able to perform a

recovery of the system and applications. This booklet explains everything

you need to know about recovering your system. It is very important that

you read this section before using your computer, and always before

attempting to make a recovery of any kind. See

“Before using your

computer” on page 16.

Troubleshooting

8

Troubleshooting

Computer

What should I do if my computer does not start?

❑ Make sure your computer is securely plugged into a power source and

turned on. Make sure the power indicator shows the power is on.

❑ Make sure the battery pack is installed properly and charged.

❑ Make sure the floppy disk drive (if applicable) is empty.

❑ If your computer is plugged into a power strip or an uninterruptible power

supply (UPS), make sure the power strip or UPS is plugged into a power

source and turned on.

❑ If you are using an external display, make sure it is plugged into a power

source and turned on. Make sure the brightness and contrast controls

are adjusted correctly. See the manual that came with your display for

more information.

❑ Disconnect the AC adapter and remove the battery pack. Wait three to

five minutes. Reinstall the battery pack, reconnect the AC adapter, and

then press the power button to turn on your computer.

❑ Condensation may cause your computer to malfunction. If this occurs, do

not use the computer for at least one hour.

❑ On all models except VGN-TZ series models, remove any extra memory

modules you may have installed since purchase.

❑ Check that you are using the supplied Sony AC adapter. For your safety,

use only the genuine Sony rechargeable battery pack and AC adapter,

which are supplied by Sony for your VAIO computer.

Troubleshooting

9

What should I do if a BIOS error appears when I turn

on my computer?

If the message “Press <F1> to resume, <F2> to setup” appears at the bottom

of the screen, follow these steps:

1 Press the F2 key.

The BIOS setup screen appears. If not, restart the computer and press

the F2 key several times when the VAIO logo appears.

2 Set the date (month/day/year). Press the Enter key.

3 Press the m key to select System Time, and then set the time (hour:

minute: second). Press the Enter key.

4 Press the , key to select the Exit tab, and then press the F9 key.

At the confirmation prompt, press the Enter key.

5 Select Exit Setup, and press the Enter key.

At the confirmation prompt, press the Enter key.

Your computer restarts.

If this occurs frequently, contact VAIO-Link.

What should I do if the power indicator (Green)

lights but my screen remains blank?

Follow these steps:

1 Press and hold the power button for more than four seconds to check that

the power indicator goes out. Then turn on your computer again.

2 If your computer screen still remains blank, unplug the AC adapter,

remove the battery pack, and leave the computer for about a minute.

Then reinstall the battery pack, plug in the AC adapter, and turn on the

computer again.

10

What should I do if my computer or software stops

responding?

❑ If your computer stops responding while a software application is

running, press the Alt+F4 keys to close the application window.

❑ If the Alt+F4 keys do not work, click Start, the arrow next to the Lock

button, and Shut Down to turn off your computer.

❑ If your computer does not turn off, press the Ctrl+Alt+Delete keys and

click the arrow

next to the Shut down button and Shut Down.

If the Windows Security window appears, click Shut Down.

Turning off your computer with the Ctrl+Alt+Delete keys or the power button may

cause loss of unsaved data.

❑ If your computer still does not turn off, press and hold the power button

until the computer turns off.

❑ Remove the AC adapter and battery pack.

❑ Try reinstalling the software.

❑ Contact the software publisher or designated provider for technical

support.

What should I do if the battery indicator is flashing

and my computer does not start?

❑ This issue could be due to the battery pack not being installed properly.

To resolve this issue, turn off your computer and remove the battery

pack. Then install the battery pack to the computer again. For details, see

the on-screen User Guide.

❑ If the issue persists after performing the above, it means the installed

battery pack is not compatible. Remove the battery pack and contact

VAIO-Link.

Troubleshooting

11

What should I do if a message window, notifying of

incompatibility or improper installation of the battery

pack, appears and my computer enters Hibernate

mode?

❑ This issue could be due to the battery pack not being installed properly.

To resolve this issue, turn off your computer and remove the battery

pack. Then install the battery pack to the computer again. For details, see

the on-screen User Guide.

❑ If the issue persists after performing the above, it means the installed

battery pack is not compatible. Remove the battery pack and contact

VAIO-Link.

What should I do if Windows does not start, showing

a message, when I start my computer?

On all models except VGC-LM series, VGC-LT series, and

VGX-TP series models

If you enter a wrong power-on password three times consecutively, the Enter

Onetime Password message appears. If you enter a wrong power-on

password three times consecutively again, the System Disabled message

appears and Windows will not start. Press and hold the power button for

more than four seconds to check that the power indicator goes off. Wait for

10 or 15 seconds, then restart your computer and enter the correct

password. When entering the password, check that the Num lock indicator

and Caps lock indicator are off. If any are lit, press the Num Lk key or the

Caps Lock key to turn off the indicator before entering the password.

On VGC-LM series and VGC-LT series models

If you enter a wrong power-on password three times consecutively, the Enter

Onetime Password message appears and Windows will not start. Press and

hold the power button for more than four seconds to check that the power

indicator goes off. Wait for 10 or 15 seconds, then restart your computer and

enter the correct password. When entering the password, check that the

Num lock indicator and Caps lock indicator on the wireless keyboard are off.

If any are lit, press the Num Lk key or the Caps Lock key to turn off the

indicator before entering the password.

12

On VGX-TP series models

❑ Make sure your computer does not have a "non-bootable" disc in the

optical disc drive.

❑ If a non-bootable disc is in the drive, follow these steps:

1 Remove the disc.

2 Restart your computer and confirm that the Windows operating

system launches properly.

❑ If you enter a wrong power-on password three times consecutively, the

Enter Onetime Password message appears and Windows will not start.

Press and hold the power button for more than four seconds to check that

the VAIO power indicator goes off. Wait for 10 or 15 seconds, then restart

your computer and enter the correct password. When entering the

password, check that the Num lock indicator and Caps lock indicator on

the wireless keyboard are off. If any are lit, press the Num Lock key or

the Caps Lock key to turn off the indicator before entering the password.

What should I do if I cannot remember the BIOS

password?

If you have forgotten the BIOS password, contact VAIO-Link to reset it.

A reset fee will be charged.

Troubleshooting

13

System Security

How can I protect my computer against security

threats, such as viruses?

The Microsoft Windows operating system is preinstalled on your computer.

The best way to protect your computer against security threats, such as

viruses, is to download and install the latest Windows updates regularly.

You can get important Windows updates by doing the following:

Your computer must be connected to the Internet before you can receive updates.

1 Connect to the Internet.

2 Double-click the Windows Security Alerts icon on the taskbar.

3 Follow the on-screen instructions to set up automatic or scheduled

updates.

How do I keep my antivirus software updated?

You can keep the Norton Internet Security software program current with

the latest updates from Symantec Corporation.

To download and install the latest security update

1 Click Start, All Programs, Norton 360, and Norton 360.

The Norton 360 main window appears.

2 Click the Tasks and Settings option.

3 Follow the on-screen instructions to select and download updates.

Recovering your VAIO system

16

Before using your computer

This booklet explains how to resolve problems, make a backup copy of your

data, and recover your Sony VAIO

®

computer system with the following

VAIO software applications and Windows features in case of computer

malfunctions.

❑ VAIO Recovery Center

VAIO Recovery Center contains the following VAIO software

applications, tools, and Windows features:

❑ Rescue Data

The Rescue Data software enables you to make a backup copy of

your data stored on your hard disk.

❑ Wipe and Erase Data

The Wipe and Erase Data software enables you to erase all the data

on your hard disk.

❑ VAIO Hardware Diagnostics

The VAIO Hardware Diagnostics software enables you to check

your computer hardware (a CPU, memory module, hard disk, etc.).

❑ Reinstall Programs or Drivers

The Reinstall Programs or Drivers program enables you to restore

the preinstalled software or software drivers to the original factory

condition.

❑ Restore C: Drive

The Restore C: Drive program enables you to restore the C drive on

your computer to the original factory condition.

❑ Restore Complete System

The Restore Complete System program enables you to restore

your entire computer system to the original factory condition.

❑ Create Recovery Discs

The Create Recovery Discs program enables you to create your

own recovery discs to recover your computer system.

❑ Backup and Restore Center

Backup and Restore Center is the Windows backup feature that

enables you to use the backup related capabilities.

❑ VAIO Data Restore Tool

The VAIO Data Restore Tool software enables you to restore the

backup copies made with the Rescue Data software.

Before using your computer

17

Important information

If you perform a recovery of your system after having upgraded to a higher

version of Windows Vista via Windows Anytime Upgrade, the original

operating system will be running again on your computer. If you want to

reinstall the operating system installed with Windows Anytime Upgrade,

you can order a Windows Anytime Upgrade disc

*

at the following webshop:

https://vaio.windowsanytimeupgrade-emea.com/WAU/Home.aspx.

*

Shipping costs will be charged.

In case of virus attacks, computer malfunctions, or accidental erasure,

prepare the following in advance:

1 Recovery discs

It is strongly recommended to create recovery discs immediately after

your computer is ready for use because there are no recovery discs

provided with the computer. For instructions on how to create the

recovery discs, see “Creating your own recovery discs” on page 18.

2 Backup copy of your data

Recovering your computer system will delete all the data previously

stored on a hard disk. Be sure to make a backup copy of your data

before recovering the computer system. For instructions on how to

make a backup copy of the data, see “Backing up and restoring your

data using Backup and Restore Center” on page 20.

18

Creating your own recovery discs

Recovery discs enable you to recover your computer system to its original

state. You can create the recovery discs with VAIO Recovery Center.

Recover the computer system in the following cases:

❑ Your computer has been infected with a computer virus.

❑ Your computer has been unstable.

❑ Your computer system is experiencing problems which cannot be solved

through troubleshooting.

❑ You have formatted the C drive on your computer by mistake.

Depending on your computer state, you may need recovery discs to recover

your computer system.

You may not be able to recover your computer system from the recovery partition in the

following cases due to modifications of the recovery partition.

❑ You have used software to modify the recovery partition.

❑ You have installed an operating system different from the preinstalled operating

system on your computer.

❑ You have formatted your hard disk without using VAIO Recovery Center.

In these cases, recover your computer system with the recovery discs. If you have not yet

created them, you need to purchase them or repair the computer at your expense.

Before using your computer

19

To create recovery discs

When your computer is ready for use, follow these steps to create recovery

discs.

1 Click Start, All Programs, VAIO Recovery Center, and

VAIO Recovery Center.

The User Account Control window appears.

2 Click Continue.

If you are currently logged onto your computer as a standard user, enter

an administrator name and password and click Continue.

The VAIO Recovery Center window appears.

3 Click Create Recovery Discs and Start.

4 Follow the on-screen instructions.

You can confirm the number of necessary discs and types of media you can use for

recovery disc creation in the Choose your media window.

If there is not enough free space on the hard disk drive, you cannot create recovery discs.

Note that you cannot use Blu-ray Disc™ media, DVD-RAM, CD-R, or CD-RW discs as

recovery discs. To find which types of media your optical disc drive supports, see the

on-screen User Guide.

Do not press the drive eject button while creating a recovery disc, as doing so may result

in a failure of the process.

20

Backing up and restoring your data using

Backup and Restore Center

You can make a backup copy of your data, restore the data, and create a

restore point using Backup and Restore Center.

To back up your data

Making a backup copy of your data is extremely important. If you do not make

the backup copy, you will lose various data stored on your hard disk, such as

documents or pictures, due to unexpected events or computer viruses. It is

strongly recommended to make the backup copy on a daily basis.

There are three options to make a backup copy of your data.

❑ Use the Back Up Files wizard.

You can make a backup copy of your data to a CD, DVD or removal

media, such as an external hard disk. For instructions on how to use the

Back Up Files wizard, see

“To make a backup copy of your file with the

Back Up Files wizard” on page 21.

❑ Use the Windows Complete PC Backup and Restore feature

(available on models with Windows Vista Ultimate or

Windows Vista Business only).

You can make a backup copy of everything on your computer including

the programs, system settings, and files on the computer. You can

restore your computer system to the state when you made the backup

copy. For instructions on how to use the Windows Complete PC

Backup and Restore, see

“To make a backup copy of your file with the

Windows Complete PC Backup and Restore feature” on page 23.

❑ Create a restore point.

Your computer may become unstable or slow after installing new

software or changing the Windows settings. In such cases, you can use

a restore point to restore your computer system to a previous state. For

instructions on how to create a restore point, see

“To create a restore

point” on page 25.

If an optical disc drive is not installed on your computer, you need an external hard disk

drive or optical disc drive to make a backup copy of your data or need to create a new

partition by changing the size of the C drive. For instructions on how to create a hard disk

partition, see

“Creating a hard disk partition” on page 40.

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Sony VGN-FZ31E Troubleshooting guide

Sony VGN-FZ31E Troubleshooting guide

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