Sony VGN-TZ3RMN, VGN-NR31S, VGN-CR31ZR, VGN-NR21M, VGN-SZ71XN Troubleshooting Guide
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Documentation
The following documents are included with your Sony VAIO® computer.
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.
Non-Printed Documentation
❑ 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.
Important
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.
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
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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
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Introduction to this guide
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
computer” on page 16.
“Before using your
5
Troubleshooting
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.
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Troubleshooting
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.
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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
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.
next to the Shut down button and Shut Down.
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 .
10
Troubleshooting
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.
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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.
12
Troubleshooting
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.
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