When you receive your device for the first time, you will be required to run through a simple set up process before you can start using your computer.

• You will be greeted by Cortana (Microsoft’s Voice Assistant) who will help guide you through the process. If you prefer, you can disable Cortana by simply clicking the microphone icon in the bottom left-hand corner

• The next step is to choose your region, language & keyboard layout. For most of you, this will be United Kingdom & English (United Kingdom). You will have the option to add a second keyboard layout if this is what you require.

• The next step is to connect to your network. You should see a list of Wi-Fi Networks; select your Wi-Fi network and enter the password. Then click next.
• For users connecting to their broadband via Ethernet, this will be done automatically if the Ethernet cable is connected.

• Windows will then ask you to sign in with a Microsoft account. Simply enter your Microsoft account details to sign in. Alternatively, if you do not have a Microsoft account, select Create account and follow the steps to create an account and sign in.

• After signing in, you will be greeted with various setting preferences. You can choose to enable or disable certain privacy settings as you please. Each setting is optional, so take the time to read the information and see what works for you.

• Once you have completed the setting preferences, Windows will take a few minutes to finish setting up your device. You will then be presented onto the Desktop and you can start using your device.

Microsoft requires your device to be activated to validate you are running a legal copy of Windows. Most devices will feature a digital licence which will activate automatically once you connect to the internet.

To check if your device is activated, follow these steps:

• Open Settings

• Select Update & Security

• Select Activation

• This will display your Windows edition and confirm whether your device is activated:
• Windows is activated with a digital licence
• Windows is not activated

If your device is not activated, the device may not have a digital licence. In this case, a Windows Licence Sticker will have been applied to the machine. On laptops, this licence sticker is located on the base of the laptop or in the battery compartment. For Desktop PCs, this sticker will be on one of the sides of the PC.

Once you have found the licence sticker, please follow the below steps:

• The licence sticker will feature a 25-character product key. The first few characters may be covered (like a scratch card). Carefully scratch this area until the full 25 characters are visible. Make note of this product key; either by writing it down or by taking a picture.

• Now within Windows, Open Settings

• Select Update & Security

• Select Activation

• Select Change Product Key

• Enter the 25-character product key from earlier

• Click Next

• Windows will activate if you have a stable internet connection.

If Windows fails to activate, please double check the product key you have entered for any incorrect characters and try again.

If Windows continues to fail activation, please try again in a few hours. Occasionally there may be an error connecting to Microsoft’s Servers.

It's important to keep Windows up to date. This ensures critical security updates & recommended software updates are installed.

During updates, please ensure power is always connected to the device.

Ensure Windows is fully up to date.

• Open Settings
• Select Update & Security
• Select Windows Update
• Check for Updates
• Ensure all critical, recommended & optional updates are installed

If you ever experience any bugs whilst using your device; fully updating Windows & Drivers is the first protocol. Updating drivers ensures your device runs optimally.

During updates, please ensure power is always connected to the device.

Each manufacturer uses a different support tool to help you install driver updates. See below instructions for the manufacturer of your device:

HP Support Assistant

• Download and install HP Support Assistant
• Once installed, run the program
• From the home page, select Updates
• The program will check for available driver updates. If any are found, please download and install these updates.

Lenovo System Update

• Download and install Lenovo System Update
• Once installed, run the program
• The program will automatically check for driver updates
• A list of available updates will be shown in 3 tabs (critical, recommended & optional). Please ensure each available update is selected
• Click Next to continue; the updates will start to download and install

Dell SupportAssist

• Download & Install Dell SupportAssist
• Run the SupportAssist program. This will identify which device you are using
• Select Start Now, the program will now check for available updates
• Ensure all available driver updates are completed

If you find your battery is not charging or will not charger further than a certain percentage; please follow these steps:

• Safely disconnect the plug from the wall socket

• Ensure the power cable is securely connected to the AC Adaptor (charger). Most Laptop Chargers come in two parts:
• Power Cable – This will include a UK Plug and on the other end either a 3-pin (clover leaf) or 2-pin (figure 8) connector
• AC Adaptor – This is the rectangular box which includes the cable to connect to the laptop

• Connect the plug to a known working wall socket

• Connect the charger to the laptop

• With the Laptop powered on, click the battery icon in the bottom right corner.
• If the battery icon does not show a plug & it does not state ‘plugged in’ – this means the charger is not recognised. Please contact us and we can arrange for a replacement charger to be shipped out if under warranty
• If the battery icon displays a plug and states ‘plugged in not charging’ – this could either be a software issue, a faulty battery or an underpowered charger. Please continue with the next steps.

Now we have diagnosed that the charger is recognised, we need to diagnose whether this is a software or hardware fault.

• Ensure Windows & Drivers are fully up to date (see above)

If the issue continues to persist after updating Windows & Drivers, please contact us and we will be happy to assist if under warranty.

The previous owner of the device may have disabled the fingerprint reader. To resolve this issue, please follow the below steps.

Please note, this resolution is for Lenovo Laptops only.

• Enter the BIOS by repeatedly pressing F1 when booting up the laptop
• Once in the BIOS, navigate to the Security tab
• Now select the Fingerprint option and ensure it is enabled
• Navigate back to the Security tab and now select I/O Port Access
• Ensure Fingerprint Reader is enabled
• Press F10 and then select Yes to save and exit.

If you ever find you are having problems booting up your laptop, please follow the below steps. This method is a common fix for most electronic devices:

• Ensure the laptop is powered off by holding the power button until the light turns off
• Disconnect the charger
• Disconnect the battery* (if applicable)

*If the battery cannot easily be removed without taking the back cover off, please skip this step.

• Hold the power button for 20-30 seconds to perform a static discharge on the motherboard
• Reconnect the charger and press the power button

If your laptop is not powering on at all, the next step is to try a known working charger and plug socket. If you or anyone you know has the same charger, see if you can test the device with this known working charger.

If your laptop powers on, but is not booting into Windows, please try repairing Windows (below)

If you ever find you are having problems booting up your Desktop PC, please follow the below steps. This method is a common fix for most electronic devices:

• Ensure the PC is powered off by holding the power button until the light turns off
• Disconnect the power cable
• Hold the power button for 20-30 seconds to perform a static discharge on the motherboard
• Reconnect the power cable and press the power button

If your PC is not powering on at all, the next step is to try a known working power cable and plug socket. Most monitors use the same power cable as Desktop PCs, so you can try using the power cable from the monitor.

If your PC powers on, but is not booting into Windows, please try repairing Windows (below)

BSOD (Blue Screen of Death) / Blue Screen Errors

If your device is experiencing blue screen error messages, there may be corrupt system files which need repairing.

To repair Windows, please follow the below steps:

You will require an 8GB or larger USB Flash Drive (please back up any data on the USB drive as this will be deleted).

• Connect the USB drive to a working computer

If possible, connect the USB drive to a different working computer (rather than the computer which is experiencing the blue screen error messages)

Alternatively, if another computer is not available, you can connect the USB drive to the faulty computer if it boots into Windows. If the faulty computer no longer boots into Windows, you will need to connect the USB drive to a different working computer.

• Download & install Microsoft Windows Installation Media Tool. Please choose the correct Windows version below.

Windows 10

Windows 11

• Once installed, run the program and follow the on screen instructions to create a bootable Windows USB

• Now that the bootable Windows USB has been created, connect this USB to the faulty computer

• With the faulty device turned off, power the device on and repeatedly press the CORRESPONDING F KEY to enter the boot menu. Each manufacturer uses a different F Key for this step; see below for which F Key you will need to repeatedly press:

Dell – F12

Lenovo – F12

HP – F9 / ESC (in some cases you will need to press ESC first. After pressing ESC, a menu will appear on screen. Now press F9 to enter the boot menu)

Acer – F12

Fujitsu – F12 (F11 on some models)

• Once in the boot menu, use the arrow keys on the keyboard to select the USB you connected to the device. Once selected, press the Enter Key

• Windows Installation will load. Please select Repair in the bottom left. Windows will attempt to resolve any issues

If repairing Windows did not resolve the issue you are experiencing, a reinstallation of Windows may be required (see below)

BSOD (Blue Screen of Death) / Blue Screen Errors

If your device is experiencing blue screen error messages and a repair of Windows (above) did not resolve the issue, a full clean install of Windows may be required.

To reinstall Windows, please follow the below steps:

You will require an 8GB or larger USB Flash Drive (please back up any data on the USB drive as this will be deleted).

Please note, reinstalling Windows will delete all data on the computer and format the device back to the ‘out of box experience’ as if you were to turn on the device for the first time. If you can, back up any data you need before reinstalling Windows.

• Connect the USB drive to a working computer

If possible, connect the USB drive to a different working computer (rather than the computer which is experiencing the blue screen error messages)

Alternatively, if another computer is not available, you can connect the USB drive to the faulty computer if it boots into Windows. If the faulty computer no longer boots into Windows, you will need to connect the USB drive to a different working computer.

• Download & install Microsoft Windows Installation Media Tool. Please choose the correct Windows version below.

Windows 10

Windows 11

• Once installed, run the program and follow the on screen instructions to create a bootable Windows USB

• Now that the bootable Windows USB has been created, connect this USB to the faulty computer

• With the faulty device turned off, power the device on and repeatedly press the CORRESPONDING F KEY to enter the boot menu. Each manufacturer uses a different F Key for this step; see below for which F Key you will need to repeatedly press:

Dell – F12

Lenovo – F12

HP – F9 / ESC (in some cases you will need to press ESC first. After pressing ESC, a menu will appear on screen. Now press F9 to enter the boot menu)

Acer – F12

Fujitsu – F12 (F11 on some models)

• Once in the boot menu, use the arrow keys on the keyboard to select the USB you connected to the device. Once selected, press the Enter Key

• Windows Installation will load. Please select Install Now

• Select Custom Install and follow through the steps

• At the point where it lists all partitions on the hard drive, select each one and then select delete. You should be left with one partition which states Unallocated Space

• Choose the Unallocated Space partition as the place to install Windows and select next. Windows will now install

If reinstalling Windows does not resolve the blue screen errors; the issue may be hardware related. At this point, please contact us and one of our team will be happy to assist.