How should I proceed if my laptop doesn't start or gets stuck during startup?

Applies to staff members.

This instruction applies to Dell and HP laptops used by the staff.

Ensure that the power source is connected correctly and is functioning properly

  1. Disconnect the power source cables from the power supply, computer, and the wall socket.
  2. Reconnect the cables to the power supply.
  3. Plug the power source into the wall socket.
  4. Connect the computer to the power source.
  5. Restart the computer by pressing the power button.
  6. If possible, try the same process with another power source.

Perform a hard reset

  1. Turn off the computer.
  2. Disconnect the power source.
  3. Disconnect all devices, such as USB drives, printers, webcams, and memory cards (SD/xD).
  4. Press the power button for 20 seconds.
  5. Connect the power source to the computer.
  6. Power on the computer.

How should I proceed in a troubleshooting situation?

  1. Restart your computer and the device where the issue is occurring. Try the function again.
  2. If the function you are attempting is happening in a web browser, try the function again in an incognito or private window and in a different browser.
  3. Try searching for a solution on the site of the IT Services by using the following search methods:
    1. navigation menu of the site (on the left)
    2. search machine of the wiki (right upper corner)
    3. a general search engine, for instance Google Search
    4. alphabetical index
    5. FAQ

If the problem is not resolved, please contact the helpdesk according to best practices. Always include a full screen screenshot of the issue in your service request.

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