Sony VPCX13L7E, VPCZ12B7E, VPCZ12H7E, VPCZ12A7E, VPCZ12F7E, VPCX13J7E, VPCZ12D7E, VPCX13K7E, VPCY21A7E, VPCY21B7E Troubleshooting guide
Introduction About recovery Recovery, Backup and Troubleshooting Guide What is recovery? Recovery is the process of restoring your computer to its factory default settings. There are two ways to recover your computer: recovering from the Recovery Media and from the recovery area. When do I have to perform a recovery? If your computer has been unstable If your computer has been infected with a computer virus If your computer is experiencing problems which cannot be solved through troubleshooting If you have formatted the C drive by mistake Which software should I use to recover my computer? Please create your Recovery Media immediately after setup. What is a recovery area? A recovery area on the built-in storage device contains data for a system and application recovery. Normally, you cannot modify or delete data on this area. You can, however, modify or delete the data with commercially available software designed to modify the information of this area. Why do I have to create Recovery Media? Recovery Media are used to restore your computer to its factory default settings. If Windows does not start and you have deleted the recovery area, you will need Recovery Media to perform a recovery. Create Recovery Media immediately after the computer is ready for use. About a backup What is a backup process? VAIO Care Creating Recovery Media Checking your computer hardware You cannot use Blu-ray Disc™ media, DVD-RAM, CD-R, and CD-RW discs as Recovery Media. 1 Connect your computer to the Internet, download and install the latest updates using the VAIO Update. 2 If your computer is not equipped with a builtin optical disc drive, connect an external optical disc drive (not supplied) to the computer and to an AC power source. 3 Click Start , All Programs, VAIO Care, and VAIO Care. If the User Account Control window appears, click Yes. A backup process is to make a backup copy of your data stored on the built-in storage device and save it to another location. See the help file included with the VAIO Care and the VAIO Care Rescue for more information on how to use the software. Why do I have to back up my data? Due to unexpected events or computer viruses, you might lose various data stored on your builtin storage device, such as documents or pictures. To restore the lost data, its backup copy is needed. It is strongly recommended that you back up your data regularly. Recovering your computer To restore your computer to its factory default settings, follow one of the recovery methods below. You can confirm the number of necessary discs and types of media you can use for Recovery Media creation in the following step 6. It may take some time to display the current status of the procedure. Do not press the drive eject button while creating a Recovery Media, as doing so may result in a failure of the process. Keep the Recovery Media in a secure place. Recovering your computer will delete all the data on the built-in storage device. To recover from the recovery area To recover from Recovery Media On models with the ASSIST button 1 If your computer is not equipped with a built- 1 Press the ASSIST button while your computer is off to launch the VAIO Care Rescue. 2 Click Start recovery wizard. To perform the custom recovery, select Tools instead of Start recovery wizard and click Start advanced recovery wizard. 3 Follow the on-screen instructions. On models without the ASSIST button 1 Turn on your computer and press the F10 key several times before the VAIO logo disappears. If the Edit Boot Options window is displayed, press the Enter key. Use the following software. You can launch the software by simple operations. VAIO Care Rescue Backing up (Rescuing) your data Recovering your computer Erasing all the data on your built-in storage device 4-191-962-11 (1) © 2010 Sony Corporation Printed in Japan Creating Recovery Media 2 Select Start recovery wizard. If you are currently logged onto your computer as a standard user, you may be prompted to enter an administrator name and a password. 4 Click Recovery & restore, Recovery, and Create Recovery Media. To perform the custom recovery, select Tools instead of Start recovery wizard and click Start advanced recovery wizard. in optical disc drive, connect an external optical disc drive (not supplied) to the computer and to an AC power source. 2 Insert a Recovery Media to the optical disc drive while your computer is in Normal mode, turn off the computer, and then turn it on once again. 3 If you are using the external optical disc drive, press the F11 key several times before the VAIO logo disappears. The Windows Boot Manager is displayed. 4 Press the or key to select Start VAIO Care Rescue and press the Enter key. 5 Select Start recovery wizard. To perform the custom recovery, select Tools instead of Start recovery wizard and click Start advanced recovery wizard. 6 Follow the on-screen instructions. 3 Follow the on-screen instructions. 5 Read the on-screen instructions carefully, and then click Next. 6 Insert the media you want to use. 7 Follow the on-screen instructions. See the back side. up and Backing restoring your data To back up and restore your data when you can start Windows If you can start Windows, back up and restore your data with the Windows feature. To use the features, click Start, Control Panel, System and Security, and Backup and Restore. To back up and restore your data when you cannot start Windows When you cannot start Windows, back up your data with the VAIO Care Rescue. To restore files which have been backed up by the VAIO Care Rescue, use the VAIO Data Restore Tool. Restoring your data using a restore point A restore point enables you to restore your computer system files to the previous state when the restore point was created. Usually, a restore point is created automatically, for example when you install a software driver, however, we recommend that you create the restore point manually on the Control Panel before installing any software or software drivers on your computer. Troubleshooting To restore system files using the restore point when you cannot start Windows If you have any problem operating your computer 1 Follow the steps 1 to 3 in “To recover from Read the troubleshooting information in this section or the on-screen User Guide. Recovery Media” of “Recovering your computer” on the front side. 2 Press the or key to select Windows RE and press the Enter key. 3 Select a keyboard layout and click Next. If the appropriate keyboard layout is not selected, you may not be able to enter the password correctly. 4 Select your operating system and click Next. Back up your files with the Rescue Data if you have changed the files after you backed up them using the Windows backup feature. 5 Click System Restore. The System Restore window appears. 6 On the Recovery window, click Open System Restore. 7 If the Choose a different restore point option is displayed on the System Restore window, select it and click Next. If not, click Next. 8 Select a restore point and click Next. 9 Click Finish to confirm the restore point. Restart your computer if the window prompts you to restart the computer. Try these suggestions before contacting an authorized Sony service/support center or your local Sony dealer directly. Launch the VAIO Care and perform necessary operations. Visit the VAIO Support Homepage web site. Recovery problems Common problems I cannot recover from the recovery area My computer does not start Recover your computer from the Recovery Media if you have used software to modify the recovery area, installed a different operating system from the preinstalled one, or formatted the built-in storage device without using the VAIO Care Rescue. into a power source and turned on and the power indicator light is lit. Make sure the battery pack is installed properly and charged. Disconnect all connected USB devices (if any), and then restart your computer. Remove any extra memory modules you may have installed since purchase, and then restart your computer. 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. Unplug the power cord or the AC adapter, and remove the battery pack. Wait three to five minutes. Reinstall the battery pack, plug the power cord or the AC adapter, and then turn on your computer. Condensation may cause your computer to malfunction. If this occurs, do not use the computer for at least one hour. Check that you are using the supplied Sony power cord or AC adapter. I cannot create Recovery Media Try the suggestions below: 1 Turn off your computer and turn it on again. And then, try to create Recovery Media again. 2 Download and install the latest updates using VAIO Update. Try other reliable discs. I cannot complete the recovery process Disconnect any unnecessary external device from your computer. Try the suggestions below: 1 If you are trying to recover your computer from the Recovery Media, check the media for dirt or damage. If the media are not clean, clean them and try recovering the computer again. 2 Recover your computer from the recovery area or the Recovery Media. 3 If the problem persists, visit the VAIO Support Homepage web site for further assistance. Make sure your computer is securely plugged The green power indicator light turns on but my screen remains blank Press the Alt+F4 keys several times to close the application window. An application error may have occurred. Press the Ctrl+Alt+Delete keys and click the arrow next to the Shut down button and Restart. Press and hold the power button or slide and hold the power switch for more than four seconds to shut down your computer. Unplug the power cord or the AC adapter, and leave the computer for about five minutes. Then plug the power cord or the AC adapter, and turn on the computer again. Turning off your computer with the Ctrl+Alt+Delete keys or the power switch may cause loss of unsaved data. If you are using an external display, make sure it is plugged into a power source and turned on. The charge indicator light is blinking fast and my computer does not start This problem could be due to the battery pack not being installed properly. To solve this problem, turn off your computer and remove the battery pack. Then reinstall the battery pack to the computer. For details, see the onscreen User Guide. If the problem persists, it means the installed battery pack is not compatible. Remove the battery pack and contact an authorized Sony service/support center. To find the nearest center or agent, see the onscreen User Guide. A message appears notifying of either incompatibility or the improper installation of the battery pack and my computer then enters Hibernate mode See the answers for “The charge indicator light is blinking fast and my computer does not start.” Windows does not accept my password and returns a message, Enter Onetime Password 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 or slide and hold the power switch for more than four seconds to check that the power indicator light turns off. Wait for 10 to 15 seconds, then restart your computer and enter the correct password. The password is case sensitive, so be sure to check letters for the current case before you enter the password. I cannot remember the power-on password If you have forgotten the power-on password, contact an authorized Sony service/support center. A reset fee will be charged.
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