Support Request Step 1: Troubleshooting

Before you submit a request or return your laptop, a lot of issues can be solved by some basic tests.

Please click on the below tabs to see solutions to each question.

Your product key is available on your laptop and the placement of this sticker is different dependant on the model. You may find the sticker behind the back plate or behind the laptop battery. 

If the trackpad is not working, try using the functions keys to switch it back on as you may have accidently turned it off.

Make sure the webcam is enabled on Windows and the drivers are up-to-date.

Experiencing loss of battery? Or can’t switch your laptop back on?

Proper battery care helps to preserve the life of your laptop battery, ensuring your laptop is ready to power up when you need it. This is important regardless of whether your laptop is brand new, a few years old or second use.

Batteries don’t like to be completely run down – in fact, if they get below 5% and are not left charging, it’s unlikely you’ll be able to turn it back on.

This can be a frequent issue in organisations, for example schools, or perhaps education facilities where laptops are maybe out of use for long periods over semesters or school holidays. With the right care and attention, you can optimise the life of your battery.

What can you do to optimise the life of your laptops?

If you have any unused laptops in your facility, make sure you regularly check the batteries. We recommend keeping them charged to at least 50% so that they can stay comfortably above the minimum power threshold.

If Lithium-Ion Polymer batteries are left uncharged for very long periods of time, the voltage in the battery’s cells will start to drop and may become unserviceable. This may lead to the creation of gas within the cell, causing the battery pack to swell or pillow.

Lithium-ion batteries are well documented for swelling if they aren’t properly cared for or treated in the correct way. See the link to information from HP & DELL’s website:

HP’s website –,are%20not%20a%20safety%20issue.

Dell’s website –

Does the device work when the power supply is plugged in?

If it’s a power issue, have you checked your power supply unit and cable for any damage?

Often, the power supply unit will have an LED light on it. Is this on?

Have you tried a different power outlet? 

Checking the battery is not the issue

Does the laptop work when it is not plugged in?

Can the battery be removed easily? If so, try and remove the battery and plug in the power supply to see if it turns on.

One of the most common reasons for a slow computer is programs running in the background.

Remove or disable any heavy start-up programs that automatically start each time the computer boots.

To see what programs are running in the background and how much memory and CPU they are using open Task Manager.

Check if BIOS is set up correctly for UEFI or legacy USB and also if SATA 1 and the M.2 SATA are available and ticked.

Do you have any pending software updates – particularly Windows itself?

If you click on Start menu – do you see an update notification by the shutdown button? If so, you should install the updates and reboot your laptop.

Try reading the Windows Updates FAQ page and following the recommended steps.

If not, press and hold the power button for 10 seconds to ensure a forced shutdown.

Once the laptop has shut down, press the power button to start the laptop up again.

If you have read and tried the basic tests above, please click on the ‘CONTINUE TO MAKE A REQUEST’ button.

Please note:
If a claim is made for a laptop, unless the AC adaptor is faulty, please retain all cables and the power adaptor and only return the laptop.