Sony VAIO VPC-S12X9R/B, VAIO VPC-EB2S1E/PI, VAIO VPCJ11J9E, VAIO VPCL13M1R, VAIO VPCL13S1R Troubleshooting Guide
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Introduction
Creating Recovery Media Recovering your computer
Recovery, Backup and
Troubleshooting Guide
Please create your Recovery Media
immediately after setup.
About recovery
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?
Use the following software. You can launch the
software by simple operations.
VAIO Care
Creating Recovery Media
Checking your computer hardware
VAIO Care Rescue
Backing up (Rescuing) your data
Recovering your computer
Erasing all the data on your built-in storage
device
See the help file included with the VAIO Care
and the VAIO Care Rescue for more information
on how to use the software.
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?
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.
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.
You can confirm the number of necessary discs
and types of media you can use for Recovery
Media creation in the following step 6.
You cannot use Blu-ray Disc™ media,
DVD-RAM, CD-R, and CD-RW discs as
Recovery Media.
Connect your computer to the Internet,
1
download and install the latest updates using
the VAIO Update.
If your computer is not equipped with a built-
2
in optical disc drive, connect an external
optical disc drive (not supplied) to the
computer and to an AC power source.
Click Start , All Programs, VAIO Care, and
3
VAIO Care.
If the User Account Control window appears,
click Yes.
If you are currently logged onto your
computer as a standard user, you may be
prompted to enter an administrator name
and a password.
Click Recovery & restore, Recovery, and
4
Create Recovery Media.
Read the on-screen instructions carefully, and
5
then click Next.
Insert the media you want to use.
6
Follow the on-screen instructions.
7
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.
To restore your computer to its factory default settings, follow one of the recovery methods below.
Recovering your computer will delete all the data on the built-in storage device.
To recover from the
recovery area
On models with the ASSIST button
Press the ASSIST button while your
1
computer is off to launch the
VAIO Care Rescue.
Click Start recovery wizard.
2
To perform the custom recovery, select
Tools instead of Start recovery wizard
and click
Start advanced recovery wizard.
Follow the on-screen instructions.
3
On models without the ASSIST button
Turn on your computer and press the F10
1
key several times before the VAIO logo
disappears.
If the Edit Boot Options window is
displayed, press the Enter key.
Select Start recovery wizard.
2
To perform the custom recovery, select
Tools instead of Start recovery wizard
and click
Start advanced recovery wizard.
Follow the on-screen instructions.
3
To recover from
Recovery Media
If your computer is not equipped with a built-
1
in optical disc drive, connect an external
optical disc drive (not supplied) to the
computer and to an AC power source.
Insert a Recovery Media to the optical disc
2
drive while your computer is in Normal mode,
turn off the computer, and then turn it on
once again.
If you are using the external optical disc drive,
3
press the F11 key several times before the
VAIO logo disappears.
The Windows Boot Manager is displayed.
Press the or key to select
4
Start VAIO Care Rescue and press the Enter
key.
Select Start recovery wizard.
5
To perform the custom recovery, select Tools
instead of Start recovery wizard and click
Start advanced recovery wizard.
Follow the on-screen instructions.
6
4-191-962-11 (1) © 2010 Sony Corporation Printed in Japan
See the back side.
Backing up and
restoring your data
Troubleshooting
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.
To restore system files using the
restore point when you cannot
start Windows
Follow the steps 1 to 3 in “To recover from
1
Recovery Media” of “Recovering your
computer” on the front side.
Press the or key to select Windows RE
2
and press the Enter key.
Select a keyboard layout and click Next.
3
If the appropriate keyboard layout is not
selected, you may not be able to enter the
password correctly.
Select your operating system and click Next.
4
Back up your files with the Rescue Data if you
have changed the files after you backed up
them using the Windows backup feature.
Click System Restore.
5
The System Restore window appears.
On the Recovery window, click
6
Open System Restore.
If the Choose a different restore point
7
option is displayed on the System Restore
window, select it and click Next.
If not, click Next.
Select a restore point and click Next.
8
Click Finish to confirm the restore point.
9
Restart your computer if the window prompts
you to restart the computer.
If you have any problem operating your computer
Try these suggestions before contacting an authorized Sony service/support center or your local Sony
dealer directly.
Read the troubleshooting information in this section or the on-screen User Guide.
Launch the VAIO Care and perform necessary operations.
Visit the VAIO Support Homepage web site.
Recovery problems
I cannot recover from the recovery
area
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.
I cannot create Recovery Media
Try the suggestions below:
Turn off your computer and turn it on
1
again. And then, try to create Recovery
Media again.
Download and install the latest updates
2
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:
If you are trying to recover your computer
1
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.
Recover your computer from the recovery
2
area or the Recovery Media.
If the problem persists, visit the VAIO
3
Support Homepage web site for further
assistance.
Common problemsTo back up and restore
My computer does not start
Make sure your computer is securely plugged
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.
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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