ThinkPad X9-14 Gen 1 User Guide

Contents

Frequently asked questions

Problem: What should I do if my camera cannot be launched or found?

Solution: If your camera can’t be launched or found, try the following solutions one by one to troubleshoot and fix the issue:

  1. If you are using an external camera, ensure that it is connected to a working USB connector on your computer.
  2. If you are using an integrated camera, ensure that it is uncovered and enabled. Take the following steps:
    1. Open the camera shutter.
    2. Open the Start menu, click Settings ➙ Bluetooth & devices ➙ Cameras, and enable the camera.
  3. Authorize apps to have access to the camera. Take the following steps:
    1. Open the Start menu, and select Settings ➙ Privacy & security ➙ Camera.
    2. Turn on Camera access switch and Let apps access your camera switch.
  4. Unblock access to the camera in your antivirus software settings.
  5. Update the camera driver. Take the following steps:
    1. Type device manager in the Windows search box and then press Enter.
    2. Click Device Manager from the list of results. The Device Manager window opens.
    3. Click the arrow icon > next to Camera to expand the section.
    4. Right-click the camera that you would like to update.
    5. Select Update driver and follow the on-screen instructions.
  6. Run the automated camera troubleshooter in the Get Help app. Take the following steps:
    1. Open the Start menu and click Settings ➙ Privacy & security ➙ Camera.
    2. Scroll down to the bottom. Click Get help and follow the on-screen instructions.

If the problem persists, do not hesitate to call Lenovo Customer Center. For the latest Lenovo Support phone numbers for your country or region, go to https://pcsupport.lenovo.com/supportphonelist.

Problem: What should I do if my audio does not work?

Solution: If you encounter any audio problems, such as no audio or malfunctioning audio, try the following solutions one by one to troubleshoot and fix the issue:

  1. If you are using an external audio device, ensure that the device is properly connected to your computer.
  2. Verify your audio settings. Take the following steps:
    1. Go to Start ➙ Settings ➙ System ➙ Sound.
    2. Verify that the sound output and input devices are selected correctly.
    3. Verify that the volume is properly set and your computer is not muted.
  3. Run the audio troubleshooter. Take the following steps:
    1. Go to Start ➙ Settings ➙ System ➙ Sound.
    2. Under Advanced, find Troubleshoot common sound problems, and click Output devices or Input devices to troubleshoot and fix the problem.

For more solutions to audio problems, go to https://support.lenovo.com/solutions/ht501860.

If the problem persists, do not hesitate to call Lenovo Customer Center. For the latest Lenovo Support phone numbers for your country or region, go to https://pcsupport.lenovo.com/supportphonelist.

Problem: What should I do if my mouse does not work?

Solution: If you encounter mouse problems such as mouse not responding or mouse cursor disappearing, try the following solutions one by one to troubleshoot and fix the issue:

  1. Ensure the power switch on your mouse is turned on.
  2. If you are using a wireless mouse, try the following solutions one by one:
    • Ensure that the battery power is enough for working.
    • If it is connected through a USB dongle, ensure that the USB dongle is connected to a working USB connector of your computer. The USB dongle is usually stored within the battery compartment of the mouse.
    • If it is a Bluetooth mouse, ensure that the Bluetooth connection with your computer is correct. If there is a Bluetooth connection problem, refer to "Bluetooth connection problems" in this User Guide.
  3. If you are using a wired mouse, try the following solutions one by one:
    • Connect it to a working USB connector on your computer correctly.
    • Connect another wired mouse to the same USB connector. If it is connected correctly and works well, there may be something wrong with the original mouse.
  4. Update the mouse driver. Take the following steps:
    1. Type device manager in the Windows search box.
    2. Click Device Manager from the list of results. The Device Manager window opens.
    3. Click the arrow icon > next to Mice and other pointing devices to expand the section.
    4. Right-click the mouse driver, click Update driver, and then follow the on-screen instructions to update the driver.

If the problem persists, do not hesitate to call Lenovo Customer Center. For the latest Lenovo Support phone numbers for your country or region, go to https://pcsupport.lenovo.com/supportphonelist.

Problem: What should I do if my keyboard does not work?

Solution: If your keyboard does not work or types wrong characters, try the following solutions one by one to troubleshoot and fix the issue:

  1. Ensure that the keyboard is well connected.
    • If you are using a wired keyboard, check if it is connected to your computer correctly or try to connect the keyboard to another compatible connector on your computer.
    • If you are using a wireless keyboard, ensure that your keyboard is powered on. Check if the dongle is connected to your computer correctly or the Bluetooth connection with your computer is established.
  2. Ensure that the keyboard layout settings are correct. Take the following steps:
    1. Go to Settings ➙ Time & language ➙ Language & region.
    2. Under Preferred languages, click on the three horizontal dots next to your primary language preference and select Language options.
    3. Under Installed keyboards, check the keyboard layout and add the corresponding keyboard if you’re not using the right one.
  3. Ensure that the keyboard is in good status. Take the following steps:
    1. Type device manager in the Windows search box and then press Enter.
    2. Click Device Manager from the list of results. The Device Manager window opens.
    3. Click the arrow icon > next to Keyboard to expand the section.
    4. Double-click the keyboard that is not working and check the status.
    5. If it is not working properly, select Driver from the tabs on the top and click Uninstall device to uninstall the device.
    6. Apply Windows Update to install the latest driver automatically.
  4. Ensure that the sticky keys and filter keys are disabled. Take the following steps:
    1. Open the Start menu, and click Settings ➙ Accessibility ➙ Keyboard.
    2. Disable Sticky keys switch and Filter keys switch.
  5. Clean the keyboard.
    • For external keyboard, take the following steps:
      1. Disconnect your keyboard.
      2. Turn the keyboard upside down and gently shake it.
      3. Use compressed air to blow out the dirt and debris from underneath the keys.
      4. Use a cotton swab dipped in rubbing alcohol to remove stickiness around and underneath stuck keys.
    • For integrated keyboard, take the following steps:
      1. Turn off your computer.
      2. Use compressed air to blow out the dirt and debris from underneath the keys.
      3. Use a cotton swab dipped in rubbing alcohol to remove stickiness around and underneath stuck keys.
  6. Restart your computer.

If the problem persists, do not hesitate to call Lenovo Customer Center. For the latest Lenovo Support phone numbers for your country or region, go to https://pcsupport.lenovo.com/supportphonelist.

Problem: What should I do if my keyboard backlight does not work?

Solution: If your keyboard backlight does not work, try the following solutions one by one to troubleshoot and fix the issue:

  1. Turn on or adjust the keyboard backlight by pressing the key combination Fn+space.
  2. Update the keyboard driver. Take the following steps:
    1. Type device manager in the Windows search box and then press Enter.
    2. Click Device Manager from the list of results. The Device Manager window opens.
    3. Click the arrow icon > next to Keyboard to expand the section.
    4. Right-click the keyboard you would like to update.
    5. Select Update driver and follow the on-screen instructions.

If the problem persists, do not hesitate to call Lenovo Customer Center. For the latest Lenovo Support phone numbers for your country or region, go to https://pcsupport.lenovo.com/supportphonelist.

Problem: What should I do if my computer battery discharges quickly?

Solution: If your computer battery discharges quickly, try the following solutions one by one to troubleshoot and fix the issue:

  1. Terminate any power-consuming settings, operations, or running apps, such as:
    • Decrease the screen brightness.
    • Turn off the keyboard backlight.
    • Disconnect unnecessary peripheral devices.
  2. Ensure your computer is not set to high performance mode, which can consume more power. Take the following steps:
    1. Click the quick settings area Network, Sound, or Battery icon on the right side of the taskbar.
    2. Click the battery icon to change the settings.
  3. Reset the battery gauge, which can help estimate the full charge capacity more accurately. Take the following steps:
    1. Open the Vantage app, and then click Device ➙ Power.
    2. Follow the on-screen instructions to reset the battery gauge.
  4. Update the battery driver to the latest version. For details, refer to "Driver problems" in this User Guide.
  5. If your computer battery is old or drained, consider replacing the battery.

If the problem persists, do not hesitate to call Lenovo Customer Center. For the latest Lenovo Support phone numbers for your country or region, go to https://pcsupport.lenovo.com/supportphonelist

Problem: What should I do if my computer battery is not recognized?

Solution: If your computer battery is not recognized, try the following solutions one by one to troubleshoot and fix the issue:

  1. Ensure that the ac power adapter, power cord, power connector, and the power outlet are working correctly.
  2. Restart the computer.
  3. Reset the computer. Remove the ac power adapter and take the following steps:
    • For models with an emergency reset hole, insert a straightened paper clip into the emergency reset hole. Then, restart the computer with ac power connected.
    • For models without an emergence reset hole, press and hold the power button for about seven seconds. Then, restart the computer with ac power connected.
  4. Update the battery driver to the latest version. For details, refer to "Driver problems" in this User Guide.
  5. Update UEFI BIOS to the latest version. For details, refer to "UEFI BIOS problems" in this User Guide.

If the problem persists, do not hesitate to call Lenovo Customer Center. For the latest Lenovo Support phone numbers for your country or region, go to https://pcsupport.lenovo.com/supportphonelist.

Problem: What should if the battery icon in the quick settings area disappears?

Solution: If the battery icon in the quick settings area disappears, try the following solutions one by one to troubleshoot and fix the issue:

  1. Ensure that the ac power adapter, power cord, power connector, and the power outlet are working correctly.
  2. Restart the computer.
  3. Reset the computer. Remove the ac power adapter and take the following steps:
    • For models with an emergency reset hole, insert a straightened paper clip into the emergency reset hole. Then, restart the computer with ac power connected.
    • For models without an emergence reset hole, press and hold the power button for about seven seconds. Then, restart the computer with ac power connected.
  4. Update the battery driver to the latest version. For details, refer to "Driver problems" in this User Guide.
  5. Update UEFI BIOS to the latest version. For details, refer to "UEFI BIOS problems" in this User Guide.

If the problem persists, do not hesitate to call Lenovo Customer Center. For the latest Lenovo Support phone numbers for your country or region, go to https://pcsupport.lenovo.com/supportphonelist.

Problem: How to troubleshoot blue screen errors?

Solution: To troubleshoot blue screen errors, take the following steps:

  1. Type Get Help in the Windows search box and then press Enter.
  2. In the search box of the Get Help app, type Troubleshoot BSOD error.
  3. Follow the guided walkthrough.

If the problem persists, do not hesitate to call Lenovo Customer Center. For the latest Lenovo Support phone numbers for your country or region, go to https://pcsupport.lenovo.com/supportphonelist.

Problem: How to troubleshoot black screen issues?

Solution: To troubleshoot black screen errors, try the following solutions one by one:

  1. Update the Windows operating system. Take the following steps:
    1. Press the Windows logo key+Ctrl+Shift+B to wake your computer from the black screen.
    2. Select the Start menu on the taskbar and then select Settings.
    3. Select Windows Updates and then select Check for updates. If updates are available, download and install them.
  2. Update the mouse and keyboard drivers. Take the following steps:
    1. Press the Windows logo key+Ctrl+Shift+B to wake your computer from the black screen.
    2. Type device manager in the Windows search box and then press Enter.
    3. Under Keyboards, select HID Keyboard Device.
    4. Select the Power Management tab and then check Allow this device to wake the computer.
    5. Under Keyboards, select HID Keyboard Device, and then select Update driver.
    6. Select Search automatically for drivers and then follow the on-screen instructions to confirm the best available driver is installed.
      Note: If there is more than one HID keyboard device listed, perform steps c˗f for each device.
    7. Repeat steps c˗f for Mice and other pointing devices.
      Note: If there is more than one HID-compliant mouse device listed, perform steps c–f for each device.

If the problem persists, do not hesitate to call Lenovo Customer Center. For the latest Lenovo Support phone numbers for your country or region, go to https://pcsupport.lenovo.com/supportphonelist.

Problem: What should I do if my screen flickers?

Solution: If your screen flickers, take the following steps:

  1. Check whether Task Manager also flickers. To open Task Manager, press Ctrl+Alt+Delete or Ctrl+Shift+Esc.
  2. If Task Manager also flickers, roll back your display driver. Take the following steps:
    1. Type device manager in the Windows search box and then press Enter.
    2. Under Display adapters, select a display adapter.
    3. Select the Driver tab and then select Roll Back Driver.
    4. Click Yes to roll back your display driver and restart your computer.
    Note: If the Roll Back Driver option is unavailable, Windows does not have a previous driver to roll back to. In this scenario, you can try updating or uninstalling your display driver in the Driver tab.
  3. If Task Manager does not flicker, update or uninstall incompatible apps that are probably causing the problem. Take the following steps:
    1. Keep all apps updated from the Microsoft Store or the manufacturer's site.
    2. Check whether screen flickers in a specific app. If yes, uninstall the app. Take the following steps:
      • 1) Select the Start menu on the taskbar and then select Settings.
      • 2) Select Apps ➙ Installed apps.
      • 3) Scroll down the list, find the app you want to uninstall, and then select Uninstall.
      • 4) In the popup window, select Uninstall.
      • 5) If you're asked to confirm your choice, select Yes.

If the problem persists, do not hesitate to call Lenovo Customer Center. For the latest Lenovo Support phone numbers for your country or region, go to https://pcsupport.lenovo.com/supportphonelist.

Problem: What should I do if my external display does not work?

Solution: If my external display does not work, try the following solutions one by one to troubleshoot and fix the issue:

  1. Ensure that the external display is well connected to your computer.
  2. Reconnect the external display to your computer.
  3. Update the display driver. Take the following steps:
    1. Type device Manager in the Windows search box and then press Enter.
    2. Click the arrow icon > next to Display adapters to expand the section.
    3. Right-click your display adapter, select Update driver, and follow the on-screen instructions.
  4. Roll back to the previous installed driver if the display problem occurs after a recent driver update. Take the following steps:
    1. Type device Manager in the Windows search box and then press Enter.
    2. Click the arrow icon > next to Display adapters to expand the section.
    3. Right-click the display driver and select Properties.
    4. Under Driver, select Roll Back Driver and follow the on-screen instructions.

If the problem persists, do not hesitate to call Lenovo Customer Center. For the latest Lenovo Support phone numbers for your country or region, go to https://pcsupport.lenovo.com/supportphonelist.

Problem: What should I do if my display remains dim?

Solution: If my display remains dim, try the following solutions one by one to troubleshoot and fix the issue:

  1. Adjust the display brightness. Choose one of the following ways:
    • Press the hotkey to increase the display brightness.
    • Go to Start ➙ Settings ➙ System ➙ Display, and move the Brightness slider to the right.
    • Click the quick settings area Network, Sound, or Battery icons on the right side of the taskbar to open the quick settings panel, and then move the Brightness slider to the right.
  2. Update the display driver. Take the following steps:
    1. Type Device Manager in the Windows search box and then press Enter.
    2. Click the arrow icon > next to Display adapters to expand the section.
    3. Right-click your display adapter, select Update driver, and follow the on-screen instructions.
  3. Roll back to the previous installed driver if the problem occurs after a recent driver update. Take the following steps:
    1. Type Device Manager in the Windows search box and then press Enter.
    2. Click the arrow icon > next to Display adapters to expand the section.
    3. Right-click the display driver and select Properties.
    4. Under Driver, select Roll Back Driver and follow the on-screen instructions.

If the problem persists, do not hesitate to call Lenovo Customer Center. For the latest Lenovo Support phone numbers for your country or region, go to https://pcsupport.lenovo.com/supportphonelist.

Problem: What should I do if I cannot set up fingerprint recognition?

Solution: If you cannot set up fingerprint recognition, try the following solutions one by one to troubleshoot and fix the issue:

  1. Restart the computer.
  2. Cut off power supply to the fingerprint reader temporarily. Remove the ac power adapter and take the following steps:
    • For models with an emergency reset hole, insert a straightened paper clip into the emergency reset hole. Then, restart the computer with ac power connected.
    • For models without an emergence reset hole, press and hold the power button for about seven seconds. Then, restart the computer with ac power connected.
  3. Check the fingerprint device driver. Take the following steps:
    1. Type device manager in the Windows search box.
    2. Click Device Manager from the list of results. The Device Manager window opens.
    3. Click the arrow icon > next to Biometric devices to expand the section.
      • If there is no fingerprint device, it might be a fingerprint reader failing problem, and you might need to have the fingerprint reader serviced.
      • If there is a yellow exclamation mark next to the fingerprint device, update the fingerprint reader driver. Take the following steps:
        • 1) Download the latest driver from Lenovo support website. For how to download the driver, refer to "Driver problems" in this User Guide.
        • 2) In the Biometric devices section of the Device manager, right-click the fingerprint device, and then click Update driver.
        • 3) In the Update Drivers window, click Browse my computer for drivers.
        • 4) Browse to the folder where the latest fingerprint driver is stored. Double-click to run the driver and then follow the on-screen instructions to update the driver.
        • 5) Restart your computer.

If the problem persists, do not hesitate to call Lenovo Customer Center. For the latest Lenovo Support phone numbers for your country or region, go to https://pcsupport.lenovo.com/supportphonelist.

Problem: What should I do if there is an error during fingerprint enrollment?

Solution: If there is an error during fingerprint enrollment, try the following solutions one by one to troubleshoot and fix the issue:

  1. Download the latest driver from Lenovo support website. For how to download the driver, refer to "Driver problems" in this User Guide.
  2. Update the fingerprint reader driver. Take the following steps:
    1. Type device manager in the Windows search box.
    2. Click Device Manager from the list of results. The Device Manager window opens.
    3. Click the arrow icon > next to Biometric devices to expand the section.
    4. Right-click the fingerprint driver, and then click Update driver.
    5. In the Update Drivers window, click Browse my computer for drivers.
    6. Browse to the folder where the latest fingerprint driver is stored. Double-click to run the driver and then follow the on-screen instructions to update the driver.
  3. Restart your computer, and then enroll again.

If the problem persists, do not hesitate to call Lenovo Customer Center. For the latest Lenovo Support phone numbers for your country or region, go to https://pcsupport.lenovo.com/supportphonelist.

Problem: What should I do if fingerprint recognition always fails?

Solution: If fingerprint recognition always fails, try the following solutions one by one to troubleshoot and fix the issue:

  1. Remove the fingerprint, and enroll again. Take the following steps:
    1. Click Start ➙ Settings ➙ Accounts ➙ Sign-in options ➙ Fingerprint recognition (Windows Hello).
    2. Click Remove to remove the fingerprint. No matter how many fingers have been set, you only need to remove once.
    3. Enroll the fingerprint again. For how to enroll the fingerprint, refer to fingerprint recognition topic in this User Guide.
      Note: During the enrollment, it is recommended that you follow the on-screen instructions to enroll the full image of your fingerprint.
  2. Update the fingerprint driver and enroll again. Take the following steps:
    1. Download the latest driver from Lenovo support website. For how to download the driver, refer to "Driver problems" in this User Guide.
    2. Remove the fingerprint. Take the following steps:
      • 1) Click Start ➙ Settings ➙ Accounts ➙ Sign-in options ➙ Fingerprint recognition (Windows Hello).
      • 2) Click Remove to remove the fingerprint. No matter how many fingers have been set, you only need to remove once.
    3. Update the fingerprint driver. Take the following steps:
      • 1) Type device manager in the Windows search box.
      • 2) Click Device Manager from the list of results. The Device Manager window opens.
      • 3) Click the arrow icon > next to Biometric devices to expand the section.
      • 4) Right-click the fingerprint driver, and then click Update driver.
      • 5) Browse to the folder where the latest fingerprint driver is stored. Double-click to run the driver and then follow the on-screen instructions to update the driver.
      • 6) Restart your computer.
    4. Enroll the fingerprint again. For how to enroll the fingerprint, refer to fingerprint recognition topic in this User Guide.
      Note: During the enrollment, it is recommended that you follow the on-screen instructions to enroll the full image of your fingerprint.

If the problem persists, do not hesitate to call Lenovo Customer Center. For the latest Lenovo Support phone numbers for your country or region, go to https://pcsupport.lenovo.com/supportphonelist.

Problem: What should I do if my touchpad or trackpad does not respond?

Solution: If your touchpad or trackpad is not responding, try the following solutions one by one to troubleshoot and fix the issue:

  1. Enable the touchpad. Take the following steps:
    1. Go to Start ➙ Settings ➙ Bluetooth & devices ➙ Touchpad.
    2. Turn on the Touchpad toggle.
    Note: For some Lenovo computers, you can also press the touchpad hotkey touchpad hotkey icon or the key combination Fn+M to enable or disable the touchpad.
  2. Update the touchpad driver. Take the following steps:
    1. Type device Manager in the Windows search box and then press Enter.
    2. Click the arrow next to Human Interface Devices to expand the section.
    3. Right-click the touchpad, select Update driver, and follow the on-screen instructions.
  3. Roll back the touchpad driver. Take the following steps:
    1. Type device Manager in the Windows search box and then press Enter.
    2. Click the arrow icon > next to Human Interface Devices to expand the section.
    3. Right-click the touchpad, and select Properties.
    4. Under Driver, select Roll Back Driver and follow the on-screen instructions.

If the problem persists, do not hesitate to call Lenovo Customer Center. For the latest Lenovo Support phone numbers for your country or region, go to https://pcsupport.lenovo.com/supportphonelist.

Problem: What should I do if my touchpad or trackpad responsds slowly?

Solution: If your touchpad or trackpad response is very slow, take the following steps to troubleshoot and fix the issue:

  1. Go to Start ➙ Settings ➙ Bluetooth & devices ➙ Touchpad.
  2. Adjust the cursor speed.
  3. Under Taps, adjust the touchpad or trackpad sensitivity.

If the problem persists, do not hesitate to call Lenovo Customer Center. For the latest Lenovo Support phone numbers for your country or region, go to https://pcsupport.lenovo.com/supportphonelist.

Problem: What should I do if my touch screen does not respond?

Solution: If your touch screen does not respond, try the following solutions one by one to troubleshoot and fix the issue:

  1. Clean your touch screen. Take the following steps:
    1. Turn off the computer.
    2. Use a dry, soft, and lint-free cloth or a piece of absorbent cotton to remove fingerprints or dust from the touch screen. Do not apply solvents to the cloth.
    3. Restart the computer.
  2. Enable your touch screen. Take the following steps:
    1. Type device manager in the Windows search box and then press Enter.
    2. Under Human Interface Devices, right-click HID-compliant touch screen.
    3. Select the Driver tab, select Enable device, and then confirm.
      Note: If there’s more than one HID-compliant touch screen device listed, perform steps b-c for each device.
    4. If Intel(R) Quick I2C Host Controller is listed under Human Interface Devices, right-click Intel(R) Quick I2C Host Controller, select Driver ➙ Enable device, and then confirm.
      Note: If there is more than one Intel(R) Quick I2C Host Controller device listed, perform step d for each device.
  3. Update your touch screen driver. Take the following steps:
    1. Type device manager in the Windows search box and then press Enter.
    2. Under Human Interface Devices, right-click HID-compliant touch screen.
    3. Select the Driver tab and then select Update Driver.
    4. Select Search automatically for drivers and then follow the on-screen instructions to confirm the best available driver is installed.
      Note: If there is more than one HID-compliant touch screen device listed, perform steps b-d for each device.
    5. If Intel(R) Quick I2C Host Controller is listed under Human Interface Devices, right-click Intel(R) Quick I2C Host Controller, select Driver ➙ Update Driver ➙ Search automatically for drivers, and then follow the on-screen instructions to confirm the best available driver is installed.
      Note: If there is more than one Intel(R) Quick I2C Host Controller device listed, perform step e for each device.
  4. Upgrade a Windows operating system. Take the following steps:
    1. Type windows update in the Windows search box and press Enter.
    2. Click Check for updates. If an operating system update package is available, it will be automatically downloaded and installed.
    3. Follow the on-screen instructions to install the device drivers and necessary programs.

If the problem persists, do not hesitate to call Lenovo Customer Center. For the latest Lenovo Support phone numbers for your country or region, go to https://pcsupport.lenovo.com/supportphonelist.

Problem: What should I do if my fan makes loud noise?

Solution: If your fan makes loud noise, try the following solutions one by one to troubleshoot and fix the issue:

  1. Terminate power-consuming applications or processes that are not in use to reduce fan noises. Take the following steps:
    1. Type task manager in the Windows search box and press Enter.
    2. Terminate power-consuming applications or processes that are not in use.
  2. Try to adjust your computer operation mode to the proper one. Choose one of the following solutions:
    • For computer models with the intelligent cooling feature, power efficiency mode or balanced mode is preferred. For details, see "Intelligent cooling" in this User Guide.
    • For computer models with the system operation modes feature, power saving (quiet) mode or auto (balanced) mode is preferred. For details, see "System operation modes" in this User Guide.
  3. Try to update the operating system or device drivers to the latest version. For details, see "OS problems" or "Driver problems" in this User Guide.

If the problem persists, do not hesitate to call Lenovo Customer Center. For the latest Lenovo Support phone numbers for your country or region, go to https://pcsupport.lenovo.com/supportphonelist.

Problem: What should I do if my computer is overheating?

Solution: If your computer is overheating, try the following solutions one by one to troubleshoot and fix the issue:

  1. Improve airflow. Ensure that the vents of your computer are not covered and there is enough airflow to keep the computer cool. Avoid using the computer on a soft surface, such as a bed or couch. It is recommended to use the computer on a table or lap desk in a cool room.
  2. Try to adjust your computer operation mode to the proper one. Choose one of the following solutions:
    • For computer models with the intelligent cooling feature, power efficiency mode or balanced mode is preferred. For details, see "Intelligent cooling" in this User Guide.
    • For computer models with the system operation modes feature, power saving (quiet) mode or auto (balanced) mode is preferred. For details, see "System operation modes" in this User Guide.
  3. If the issue is still not fixed, try to terminate power-consuming applications or processes that are not in use to reduce heat. Take the following steps:
    1. Type task manager in the Windows search box and press Enter.
    2. Terminate power-consuming applications or processes that are not in use.

If the problem persists, do not hesitate to call Lenovo Customer Center. For the latest Lenovo Support phone numbers for your country or region, go to https://pcsupport.lenovo.com/supportphonelist.

Problem: What should I do if my computer hinges lose torque?

Solution: If your computer hinges lose torque, take the following steps:

  1. Go to https://support.lenovo.com/partnerlocator to locate the nearest service center.
  2. Go to a service center in your area for professional support.

If the problem persists, do not hesitate to call Lenovo Customer Center. For the latest Lenovo Support phone numbers for your country or region, go to https://pcsupport.lenovo.com/supportphonelist.

Problem: What should I do if I cannot open or close the computer?

Solution: If you cannot open or close the computer, take the following steps:

  1. Go to https://support.lenovo.com/partnerlocator to locate the nearest service center.
  2. Go to a service center in your area for professional support.

If the problem persists, do not hesitate to call Lenovo Customer Center. For the latest Lenovo Support phone numbers for your country or region, go to https://pcsupport.lenovo.com/supportphonelist.

Problem: What should I do if my USB connector does not work?

Solution: If your USB connector does not work, try the following solutions one by one to troubleshoot and fix the issue:

  1. Ensure that the cable is connected properly to your computer or there are no debris in your USB connector.
  2. Try to use a different USB connector on your computer.
  3. Ensure that your USB connector supports charging function if you are using a USB connector for charging.
  4. Try to disable USB selective suspend setting. Take the following steps:
    1. Type power plan in the Windows search box and press Enter.
    2. Click Edit power plan ➙ Change advanced power settings.
    3. Double-click USB settings ➙ USB selective suspend setting to expand the menu.
    4. Disable On battery and Plugged in and click Apply.
    5. Restart your computer.
  5. Try to restart your computer.
  6. Try to update the driver. Take the following steps:
    1. Type device manager in the Windows search box and then press Enter.
    2. Click Device Manager from the list of results. The Device Manager window opens.
    3. Click the arrow icon > next to Universal Serial Bus controllers to expand the section.
    4. Right-click the USB device you would like to update.
    5. Select Update driver and follow the on-screen instructions.

If the problem persists, do not hesitate to call Lenovo Customer Center. For the latest Lenovo Support phone numbers for your country or region, go to https://pcsupport.lenovo.com/supportphonelist.

Problem: How to recover data from a USB drive?

Solution: To recover data from a USB drive, choose one of the following solutions to troubleshoot and fix the issue:

  • Recover data by using command lines. Take the following steps:
    1. Connect the USB drive to your computer.
    2. Press Windows key+R to launch Windows Explorer.
    3. Type CMD in the search box and press Enter.
    4. Type chkdsk E: /f and press Enter.
      Note: Replace E with your actual USB drive letter.
    5. Type ATTRIB -H -R -S /S /D E:*.* and press Enter.
      Note: Replace E with your actual USB drive letter.
    6. Wait for the process to finish.
    All the recovered files will be in a new folder on your USB drive after the process is complete.
    Note: These files names might be with the extension ".chk". You can change it into the original extension, for example, ".jpg" , and save the files to another location.
  • If you have created a recovery USB drive as a backup for the Windows recovery programs, recover data by restoring to a previous version. Take the following steps:
    1. Connect the USB drive to your computer and enter This PC.
    2. Right-click your USB drive and select Properties.
    3. Click Previous Versions and select an available previous version.
    4. Click Restore to and choose a new location to save the files.
  • Recover data by using a reliable USB data recovery tool.

If the problem persists, do not hesitate to call Lenovo Customer Center. For the latest Lenovo Support phone numbers for your country or region, go to https://pcsupport.lenovo.com/supportphonelist.

Problem: How to create a recovery drive?

Solution: To create a recovery drive, take the following steps:

Attention: The process of creating a recovery drive deletes all the data stored on the USB drive, including the data stored in a hidden folder.
  1. Prepare a USB drive (at least 32 GB of storage).
  2. Type Create a recovery drive in the Windows search box and then select it.
  3. Ensure that Back up system files to the recovery drive is selected and then click Next.
  4. Connect the USB drive to your computer, select it and then click Next.
  5. Click Create to start the recovery drive creation process.

If the problem persists, do not hesitate to call Lenovo Customer Center. For the latest Lenovo Support phone numbers for your country or region, go to https://pcsupport.lenovo.com/supportphonelist.

Problem: What should I do if I cannot open Copilot in Windows by pressing the Copilot key on the keyboard?

Solution: If you cannot open Copilot in Windows by pressing the Copilot key on the keyboard, try the following solutions one by one to troubleshoot and fix the issue:

  1. Check whether your country or region supports the function. Copilot in Windows is available in selected global markets. If the Windows Search opens after you press the Copilot key an image of the Copilot key, it means your country or region does not support the function.
  2. Update your Windows operating system to 23H2 or later version.

If the problem persists, do not hesitate to call Lenovo Customer Center. For the latest Lenovo Support phone numbers for your country or region, go to https://pcsupport.lenovo.com/supportphonelist.

Problem: What should I do if I cannot connect to Bluetooth?

Solution: If you cannot connect to Bluetooth, try the following solutions one by one to troubleshoot and fix the issue:

  1. Ensure Bluetooth is supported and enabled on both your computer and your Bluetooth device. To turn on Bluetooth on your computer, take the following steps:
    1. Click the quick settings area Network, Sound, or Battery icon on the right side of the taskbar.
    2. In the Bluetooth quick setting, ensure that Bluetooth is turned on. If not, click the Bluetooth icon to turn it on.
  2. Try to restart your Bluetooth device.
  3. Ensure that your Bluetooth device is charged or has enough power.
  4. Ensure that your Bluetooth device is placed within the required Bluetooth connection distance range of your computer.
  5. Ensure that airplane mode is turned off on your computer. Take the following steps:
    1. Click the quick settings area Network, Sound, or Battery icon on the right side of the taskbar.
    2. In the Airplane mode quick setting, ensure that Airplane mode is turned off. If not, click the Airplane mode icon to turn it off.
  6. Ensure that your Bluetooth device is not too close to other USB devices that are connected to your computer. Unshielded USB devices might interfere with Bluetooth connections.
  7. Try to remove your Bluetooth device, and then add it again. Take the following steps:
    1. Remove your Bluetooth device. Take the following steps:
      • 1) Click Start ➙ Settings ➙ Bluetooth & devices ➙ Devices.
      • 2) Click More options of the Bluetooth device you are having problem with.
      • 3) Click Remove device ➙ Yes to remove the Bluetooth device.
      • 4) Ensure that the Bluetooth on both your computer and the Bluetooth device are turned on. Ensure that the device is discoverable.
    2. Add your Bluetooth device. Take the following steps:
      • 1) Click the quick settings area Network, Sound, or Battery icon on the right side of the taskbar.
      • 2) Click Manage Bluetooth devices (>) on the Bluetooth quick setting to expand the section.
      • 3) Click the device when it is displayed on the New devices list, and then follow the on-screen instructions.
  8. Try to run the Bluetooth troubleshooter. Take the following steps:
    1. Click Start ➙ Settings ➙ System ➙ Troubleshoot ➙ Other troubleshooters.
    2. Locate the Bluetooth section, click Run and then follow the on-screen instructions.
  9. Try to uninstall the driver of the Bluetooth adapter. Windows will automatically install the latest driver. Take the following steps:
    1. Type device manager in the Windows search box.
    2. Click Device Manager from the list of results. The Device Manager window opens.
    3. Click the arrow icon > next to Bluetooth to expand the section.
    4. Right-click the Bluetooth device you are having problem with, and then click Uninstall device.
    5. Confirm that you want to uninstall this device from your system in the Uninstall Device window, and then click Uninstall.
    6. After the driver is uninstalled, restart your computer. Windows will automatically install the latest driver.
    7. If Windows does not reinstall the driver automatically, open device manager and click Action ➙ Scan for hardware changes.

If the problem persists, do not hesitate to call Lenovo Customer Center. For the latest Lenovo Support phone numbers for your country or region, go to https://pcsupport.lenovo.com/supportphonelist.

Problem: What should I do if I cannot connect to Wi-Fi?

Solution: If you cannot connect to Wi-Fi, try the following solutions one by one to troubleshoot and fix the issue:

  1. Ensure that Wi-Fi is turned on and Airplane mode is turned off. Take the following steps:
    1. Click the quick settings area Network, Sound, or Battery icon on the right side of the taskbar.
    2. Check if Wi-Fi is turned on. If not, click the Wi-Fi icon to turn it on.
    3. Check if Airplane mode is turned off. If not, click the Airplane mode icon to turn it off.
  2. Reconnect to Wi-Fi. Take the following steps:
    1. Click the quick settings area Network, Sound, or Battery icon on the right side of the taskbar.
    2. Click Manage Wi-Fi connections (>) on the Wi-Fi quick setting to expand the section.
    3. Select the network you want to connect, and click Connect.
  3. Connect to the network with a different frequency band. Most Wi-Fi routers support both 2.4 GHz and 5 GHz network frequency bands. They appear as two different networks in the list of Wi-Fi networks. If your list of Wi-Fi networks includes these two networks, connect to the one with different frequency band.
  4. Run the network troubleshooter on your computer to diagnose and solve common network connecting problems. Take the following steps:
    1. Right-click the network icon in the quick settings area Network, Sound, or Battery icon on the right side of the taskbar.
    2. Click Diagnose network problems and follow on-screen instructions.
  5. Restart your modem and wireless router. Take the following steps:
    1. Disconnect your modem and wireless router from power source.
    2. If your modem has a backup battery, remove the battery.
    3. Wait for at least 30 seconds.
    4. If your had removed the backup battery from the modem, install it.
    5. Connect your modem and wireless router to the power source.
    6. Connect to Wi-Fi network on your computer again.
  6. Disable your wireless network adapter driver and enable it again. Take the following steps:
    1. Type device manager in the Windows search box.
    2. Click Device Manager from the list of results. The Device Manager window opens.
    3. Click the arrow icon > next to Network adapters to expand the section.
    4. Right-click the wireless network adapter driver, and then click Disable device.
    5. Click Yes in the window prompted. The wireless network adapter driver is disabled.
    6. Right-click the wireless network adapter driver again, and then click Enable device to enable the driver.
  7. Uninstall your wireless network adapter driver and restart your computer. Take the following steps:
    1. Before uninstalling, download the available driver on a different computer from Lenovo support website and save it to a USB flash drive. For how to download the driver, see "Driver problems" in this User Guide.
    2. Type device manager in the Windows search box.
    3. Click Device Manager from the list of results. The Device Manager window opens.
    4. Click the arrow icon > next to Network adapters to expand the section.
    5. Right-click the wireless network adapter driver, and then click Uninstall device.
    6. In the Uninstall Device window, confirm that you want to uninstall this device from your system, and then click Uninstall.
    7. After the driver is uninstalled, restart your computer.
    8. Install the driver you have downloaded.
  8. Contact your Internet service provider to check if there are any issues with your internet plan or connection.

If the problem persists, do not hesitate to call Lenovo Customer Center. For the latest Lenovo Support phone numbers for your country or region, go to https://pcsupport.lenovo.com/supportphonelist.

Problem: What should I do if my computer is connected to ac power but not charged?

Solution: If your computer is connected to ac power but not charged, try the following solutions one by one to troubleshoot and fix the issue:

  1. Ensure that you use Lenovo-certified ac power adapter and power cord that are designed for charging with proper wattage. If there are any visible signs of damage, you can purchase a new ac power adapter or power cord at https://www.lenovo.com/accessories.
  2. Ensure that the power connector is clean and well-conditioned.
  3. Ensure that the power adapter and power cord are completely and firmly connected to both your computer and a working power outlet.
  4. Turn off the computer and disconnect the computer from ac power and all connected cables. Wait a few minutes. Then, reconnect to ac power and turn on the computer.

If the problem persists, do not hesitate to call Lenovo Customer Center. For the latest Lenovo Support phone numbers for your country or region, go to https://pcsupport.lenovo.com/supportphonelist.

Problem: What shoud I do if my built-in battery cannot be charged?

Solution: If your built-in battery cannot be charged, try the following solutions one by one to troubleshoot and fix the issue:

  1. Ensure that you use the power adapter with proper wattage. Low-wattage power adapters might cause battery charging problem.
  2. Exit any heavy-loading programs and charge the computer again. To check the load of programs in process: Press Ctrl+Alt+Delete, and then click Task Manager ➙ Processes.
  3. Move your computer to a cool and well-ventilated spot. Battery charging is also affected by its temperature.
  4. Reset the battery gauge. Take the following steps:
    1. Open the Vantage app, and then click the menu icon at the top-right corner.
    2. Select Power ➙ BATTERY SETTINGS, and then click RESET in Battery gauge reset section.
  5. Update the UEFI BIOS to the latest version. For details, refer to "UEFI BIOS problems" in this User Guide.

If the problem persists, do not hesitate to call Lenovo Customer Center. For the latest Lenovo Support phone numbers for your country or region, go to https://pcsupport.lenovo.com/supportphonelist.

Problem: What should I do if my built-in battery is not fully charged?

Solution: Keeping the battery from full charge when battery power is not in heavy use can help extend its lifespan. If you want to fully charge the battery, try the following solutions one by one:

  1. Disable the Smart Charge. Take the following steps:
    1. Open the Vantage app, and then click the menu icon at the top-right corner.
    2. Select Power ➙ BATTERY SETTINGS, and then slide the Smart charge switch to disable the function.
  2. Reset the battery gauge. Take the following steps:
    1. Open the Vantage app, and then click the menu icon at the top-right corner.
    2. Select Power ➙ BATTERY SETTINGS, and then click RESET in Battery gauge reset section.
  3. Update the UEFI BIOS to the latest version. For details, refer to "UEFI BIOS problems" in this User Guide.

If the problem persists, do not hesitate to call Lenovo Customer Center. For the latest Lenovo Support phone numbers for your country or region, go to https://pcsupport.lenovo.com/supportphonelist.

Problem: What should I do if my computer does not start up?

Solution: If your computer does not start up, take the following steps:

  1. Ensure that the power adapter is connected to your computer and the power cord of your computer is plugged into a working electrical outlet.
  2. If you are using a power strip or surge protector, ensure it is turned on and working.
  3. Press the power button to turn on your computer again.

If the problem persists, do not hesitate to call Lenovo Customer Center. For the latest Lenovo Support phone numbers for your country or region, go to https://pcsupport.lenovo.com/supportphonelist.

Problem: What should I do if I cannot log in to Windows?

Solution: If you cannot log in to Windows, try the following solutions one by one to troubleshoot and fix the issue:

  1. Restart your computer. The startup process might be interrupted abnormally. Restart to see if your computer can start up normally:
    1. Shut down your computer by pressing the power button for 10 seconds until the screen turns off.
    2. Wait about 1 minute. Then, press the power button to turn on your computer again.
  2. Set the drive that the operating system has been installed on as the first boot device. Then, restart your computer. For details, refer to the BIOS related information in this User Guide.
  3. Recover your Windows operating system. Depending on your specific situation, you can choose from different Windows recovery options. For details, go to https://support.microsoft.com/windows_recovery
  4. Recover and restore the UEFI BIOS from the last uncorrupted and secure backup. Then, restart your computer. For details, refer to "UEFI BIOS problems" in this User Guide.
  5. Reset the UEFI BIOS to factory default settings. Then, restart your computer. For details, refer to "BIOS problems" in this User Guide.

If the problem persists, do not hesitate to call Lenovo Customer Center. For the latest Lenovo Support phone numbers for your country or region, go to https://pcsupport.lenovo.com/supportphonelist.

Problem: What should I do if I encounter a blue screen during the startup?

Solution: If you encounter a blue screen during the startup, try the following solutions one by one to troubleshoot and fix the issue:

  1. Fix STOP code errors:
    For details, go to https://support.microsoft.com/stop_code_error.
  2. Update the Windows operating system. Take the following steps:
    1. Restart your computer in safe mode. For details, go to https://support.microsoft.com/safe_mode.
    2. Get the latest updates from the Windows Update. For details, go to https://support.microsoft.com/windows_update.
    3. Restart your computer.

If the problem persists, do not hesitate to call Lenovo Customer Center. For the latest Lenovo Support phone numbers for your country or region, go to https://pcsupport.lenovo.com/supportphonelist.

Problem: What should I do if my computer does not work?

Solution: If your computer does not work, try the following solutions one by one to troubleshoot and fix the issue:

  1. Wait several seconds to see if your computer responds properly later.
  2. Terminate tasks that are not responding.
  3. Restart your computer.
    • Restart in Windows
      1. Press Ctrl+Alt+Delete at the same time.
      2. Click power icon power icon, then select Restart.
    • Shut down and turn on the computer again
      1. Shut down your computer by pressing the power button for 10 seconds until the screen turns off.
      2. Wait about 1 minute. Then, press the power button to turn on your computer again.

If the problem persists, do not hesitate to call Lenovo Customer Center. For the latest Lenovo Support phone numbers for your country or region, go to https://pcsupport.lenovo.com/supportphonelist.

Problem: What should I do if my computer responds slowly?

Solution: If your computer responds slowly, try the following solutions one by one to troubleshoot and fix the issue:

  1. Restart your computer.
  2. Cool down your computer.
    Turn off your computer, move it to a cooler place, and let it cool down for at least five minutes.
  3. Clean up disks in Windows.
    Delete temporary files and free up more drive space on your computer using Disk Cleanup. For details, go to https://support.microsoft.com/disk_cleanup.
  4. Remove unnecessary programs from the startup programs.
    1. Open the Start menu, and then click Settings ➙ Apps ➙ Startup.
    2. In the Startup section, turn off the switch of programs that are not necessary to start automatically when you log in to Windows.
  5. Uninstall unnecessary software.
  6. Scan for viruses and Malware using the anti-virus software that is installed on your computer.
  7. Change to another power mode with higher performance. For details, go to https://support.microsoft.com/change_the power_mode_for_your_windows_pc.
  8. Repair missing or corrupted system files using the System File Checker tool. For details, go to https://support.microsoft.com/system_file_checker.
  9. Update the Windows operating system.
    Get the latest updates from the Windows Update. For details, go to https://support.microsoft.com/windows_update.
  10. Update drivers.
    You can update drivers manually. For details, refer to "Driver problems" in this User Guide.
  11. Recover your Windows operating system.
    Depending on your specific situation, you can choose from different recovery options. For details, go to https://support.microsoft.com/windows_recovery.
  12. Use memory module(s) with higher speed.

If the problem persists, do not hesitate to call Lenovo Customer Center. For the latest Lenovo Support phone numbers for your country or region, go to https://pcsupport.lenovo.com/supportphonelist.

Problem: How to change my Windows password?

Solution: To change your Windows password, take the following steps:

  1. Type Sign-in options in the Windows search box and press Enter.
  2. Select Password ➙ Change and follow on-screen instructions to change the password.

If the problem persists, do not hesitate to call Lenovo Customer Center. For the latest Lenovo Support phone numbers for your country or region, go to https://pcsupport.lenovo.com/supportphonelist.

Problem: How to reset my Windows password?

Solution: To reset your Windows password, choose one of the following solutions:

  • If you have set security questions, take the following steps:
    1. Click Reset password on the sign-in screen after you have entered an incorrect password.
      Note: Contact your administrator if you do not see an option to reset your password.
    2. Follow on-screen instructions to reset a new password.
  • If you have created a password reset disk, take the following steps:
    1. Connect a password reset disk to a USB-compatible connector on your computer.
    2. Follow on-screen instructions to reset your password.
  • If you have an administrator account take the following steps:
    1. Sign in to your computer with the local administrator account.
    2. Follow on-screen instructions to reset your password.

If the problem persists, do not hesitate to call Lenovo Customer Center. For the latest Lenovo Support phone numbers for your country or region, go to https://pcsupport.lenovo.com/supportphonelist.

Problem: How to retrieve my BitLocker recovery key in Windows?

Solution: To retrieve your BitLocker recovery key in Windows, choose one of the following solutions:

  • In your Microsoft account:
    1. Open a web browser on any device such as mobile phone with internet access.
    2. Sign into your Microsoft account at https://account.microsoft.com/devices/recoverykey.
    3. Follow on-screen instructions to find the recovery key.
  • On a printed paper:
    Find out the paper with the record of BitLocker recovery information if you have printed or recorded the recovery key on the paper.
  • On a USB flash drive:
    1. Connect the USB flash drive into a USB-compatible connector on your computer.
    2. Follow the on-screen instructions to find the recovery key.
  • By your administrator:
    Contact your administrator to have the recovery key if your computer is connected to a domain or signed into an organization using a work or school e-mail account.

For more details, go to https://support.microsoft.com/windows/finding-your-bitlocker-recovery-key-in-windows.

If the problem persists, do not hesitate to call Lenovo Customer Center. For the latest Lenovo Support phone numbers for your country or region, go to https://pcsupport.lenovo.com/supportphonelist.

Problem: How to install a Windows operating system?

Solution: To install a Windows operating system, take the following steps:

Attention:
  • It is recommended that you update your operating system through official channels. Any unofficial update might cause security risks.
  • The process of installing a new operating system deletes all the data on your internal storage drive, including the data stored in a hidden folder.
  • Before installing or upgrading a particular Windows version, make a backup copy of all the data that you want to keep.
  • Ensure that your computer is connected to the network and ac power during the whole process.
  1. Get your computer ready for installing a Windows operating system. Take the following steps:
    1. Microsoft® constantly makes updates to the Windows operating system. Before installing a particular Windows version, check the compatibility list and the minimum system requirements for the Windows version. For details, go to https://support.lenovo.com/solutions/ht512575.
    2. For models with a Trusted Platform Module, if you are using the Windows BitLocker® Drive Encryption feature, ensure that you have disabled the feature. You can re-enable the feature after the operating system installation is complete.
    3. Enable the security-related features (Security Chip, Virtualization, and Secure Boot). Take the following steps:
      • 1) Restart the computer. When the logo screen is displayed, choose one of the following solutions to enter the UEFI BIOS menu depending on your computer model:
        • For ThinkPad and ThinkBook computers: Press F1.
        • For Yoga and IdeaPad computers: Press F2.
      • 2) Select Security and select the security-related features. Then, press Enter. Ensure that the security-related features are enabled.
      • 3) Press F10 to save the settings and exit.
  2. Connect the drive that contains the operating system installation program to the computer.
    To create the installation media, refer to https://support.microsoft.com/windows.
  3. Restart the computer. When the logo screen is displayed, choose one of the following solutions to enter the UEFI BIOS menu depending on your computer model:
    • For ThinkPad and ThinkBook computers: Press F1.
    • For Yoga and IdeaPad computers: Press F2.
  4. Choose one of the following solutions depending on your computer model:
    • For ThinkPad computers: Select Startup ➙ Boot to open the Boot Priority Order submenu.
    • For ThinkBook, Yoga, and IdeaPad computers: Select Boot.
  5. Change the startup sequence. Take the following steps:
    1. Select the drive that contains the operating system installation program. Choose one of the following solutions depending on your computer model:
      • For ThinkPad computers: Such as USB HDD. Then, press Esc.
      • For ThinkBook, Yoga, and IdeaPad computers: Such as USB Boot. Then, press Esc.
    2. Press F10 to save the setting and exit.
      Attention: After you change the startup sequence, ensure that you select the correct device during a copy, save, or format operation. If you select the wrong device, the data on that device might be erased or overwritten.
      Note: If the system cannot boot from the selected drive, disable Secure Boot and try again. Ensure that you re-enable the feature after the operating system installation is complete.
  6. Follow the on-screen instructions to install the device drivers and necessary programs.

If the problem persists, do not hesitate to call Lenovo Customer Center. For the latest Lenovo Support phone numbers for your country or region, go to https://pcsupport.lenovo.com/supportphonelist.

Problem: What should I do if the installation of Windows operating system fails?

Solution: If the installation of Windows operating system fails, take the following steps:

  1. Read the error message to figure out the specific cause.
  2. Ensure that the UEFI BIOS version on your device is up-to-date.
  3. Ensure that the available disk space of your computer meets the requirement of the new Windows operating system.
  4. If you had antivirus software or a firewall installed on the previous system, temporarily disable the antivirus functionality within the BIOS before attempting system installation.
  5. Reinstall the Windows system.

If the problem persists, do not hesitate to call Lenovo Customer Center. For the latest Lenovo Support phone numbers for your country or region, go tohttps://pcsupport.lenovo.com/supportphonelist.

Problem: How to upgrade my Windows operating system?

Solution: To upgrade your Windows operating system, take the following steps:

Attention:
  • It is recommended that you upgrade your operating system through official channels. Any unofficial update might cause security risks.
  • Before upgrading a particular Windows version, make a backup copy of all the data that you want to keep.
  • Ensure that your computer is connected to the network and ac power during the whole process.
  1. Get your computer ready for updating the Window operating system. Take the following steps:
    1. Microsoft constantly makes updates to the Windows operating system. Before upgrading a particular Windows version, check the compatibility list and the minimum system requirements for the Windows version. For details, go to https://support.lenovo.com/solutions/ht512575.
    2. For models with a Trusted Platform Module, if you are using the Windows BitLocker® Drive Encryption feature, ensure that you have disabled the feature. You can re-enable the feature after the operating system installation is complete.
    3. Enable the security-related features (Security Chip, Virtualization, and Secure Boot). Take the following steps:
      • 1) Restart the computer. When the logo screen is displayed, choose one of the following ways to enter the UEFI BIOS menu depending on your computer model:
        • For ThinkPad and ThinkBook computers: Press F1.
        • For Yoga and IdeaPad computers: Press F2.
      • 2) Select Security and select the security-related features. Then, press Enter. Ensure that the security-related features are enabled.
      • 3) Press F10 to save the settings and exit.
  2. Type Windows Update in the Windows search box and press Enter.
  3. Click Check for updates. If an operating system update package is available, it will be automatically downloaded and installed.
  4. Follow the on-screen instructions to install the device drivers and necessary programs.

If the problem persists, do not hesitate to call Lenovo Customer Center. For the latest Lenovo Support phone numbers for your country or region, go tohttps://pcsupport.lenovo.com/supportphonelist.

Problem: What should I do if the upgrading of Windows operating system fails?

Solution: If the upgrading of Windows operating system fails, take the following steps:

  1. Read the error message to figure out the specific cause.
  2. Ensure that the UEFI BIOS version on your device is up-to-date.
  3. Ensure that the available disk space of your computer meets the requirement of the new Windows operating system.
  4. Upgrade the system again.

If the problem persists, do not hesitate to call Lenovo Customer Center. For the latest Lenovo Support phone numbers for your country or region, go to https://pcsupport.lenovo.com/supportphonelist.

Problem: How to recover my Windows operating system?

Solution: To recover your Windows operating system, choose one of the following recovery options:

Here are some frequently-asked cases and solutions for your reference:
Cases Solutions
Your computer does not work well and you recently installed a device from Windows Update. Remove the installed update device.
Your computer does not work well and it has been a while since you installed an app or changed system settings. Reset your system.
Your computer cannot start or is still loading. Use the Startup Repair function.
Your computer cannot start, you have not created a recovery drive, and resetting your computer does not work. Use installation media to reinstall Windows operating system.
Your computer cannot start and you have not created a recovery drive. Use installation media to restore your computer.
Your computer cannot start and you have created a recovery drive. Use a recovery drive to restore or recover your computer.
You want to reinstall your previous operating system. Go back to your previous version of Windows operating system.
Your computer does not work well and you recently installed an app. Restore from a system restore point.
You suspect your device has been infected. Use installation media to reinstall Windows operating system.

If the problem persists, do not hesitate to call Lenovo Customer Center. For the latest Lenovo Support phone numbers for your country or region, go to https://pcsupport.lenovo.com/supportphonelist.

Problem: What should I do if the recovery of Windows operating system fails?

Solution: If the recovery of Windows operating system fails, take the following steps:

  1. Read the error message to figure out the specific cause.
  2. Ensure that the computer is connected to the network and ac power source.
  3. Ensure that the UEFI BIOS version on your device is up-to-date.
  4. Ensure that the available disk space of your computer meets the requirement of the new Windows operating system.
  5. Reinstall the Windows operating system.

If the problem persists, do not hesitate to call Lenovo Customer Center. For the latest Lenovo Support phone numbers for your country or region, go to https://pcsupport.lenovo.com/supportphonelist.

Problem: How to update or install the latest device driver?

Solution: Download the latest driver for a component when you notice poor performance from that component or when you install a new component.

Attention:
  • Before updating or installing a driver:
    • Check if it is compatible with your computer. Ensure that the driver you download matches your computer and system version to avoid compatibility issues.
    • Make a backup copy of all the essential data to avoid data loss. Especially for drivers like graphic card, sound card, network card, and so on, which can potentially affect the stability and the performance of your computer.
  • During the process of updating or installing a driver, ensure that your computer is connected to the network.
  • After completing the process of updating or installing a driver, restart your computer to enable the new driver.
  • Among the following solutions, it is recommended to download Lenovo-qualified drivers from Lenovo Support Web site.
To update and install the latest driver, try one of the following solutions:
  • From the Lenovo Support Web site:
    1. Go to https://pcsupport.lenovo.com and type the product name or the serial number of your computer into the search box and select your product from the dropdown list.
    2. Click Drivers & Software. Click Select Drivers under the Manual Update tab. Select and download the update package as desired.
    3. Follow the instruction at https://support.lenovo.com/solutions/HT074189 to manually install the driver.
  • From the Windows Update:
    1. Type Windows Update in the Windows search box and press Enter.
    2. Click Check for Updates. If an update package is available, it will be automatically downloaded and installed.
  • From the Vantage app:
    Note: Ensure that the Vantage app is up to date for the best features and performance.
    1. Open the Vantage app and then click Device ➙ System Update ➙ CHECK FOR UPDATES.
    2. If an update package is available, follow the on-screen instructions to download and install the package.

If the problem persists, do not hesitate to call Lenovo Customer Center. For the latest Lenovo Support phone numbers for your country or region, go to https://pcsupport.lenovo.com/supportphonelist.

Problem: What should I do if I encounter driver installation errors?

Solution: If you encounter driver installation errors, try the following solutions to troubleshoot and fix the issue according to your case:

Cases Solutions
The device cannot be recognized by the system. Try the following solutions one by one:
  1. Ensure that the driver you just installed matches your computer and system version in Lenovo Support Web site.
  2. Restart your computer.
  3. Reinstall the driver. Take the following steps:
    1. Type device manager in the Windows search box.
    2. Click Device Manager from the list of results. The Device Manager window opens.
    3. Right-click the device that cannot be recognized. Then, select Uninstall device.
    4. After the driver is uninstalled, restart your computer. Windows will automatically install the latest driver.
An error message is displayed. Take the following steps:
  1. Read the error message to figure out the specific cause.
  2. Download the appropriate driver version from Lenovo support Web site according to the error message.
  3. Reinstall the driver.
There is an exception in Device Manager. Try the following solutions one by one:
  1. Reinstall the driver.
  2. Roll back to the previously installed driver.
There are some system stability issues, for example:
  • The system frequently crashes.
  • Blue Screen of Death occurs.
 For detailed operations, refer to the "Display problems" in this User Guide.
Performance degradation For detailed operations, refer to the "Performance problems" in this User Guide.
The installation progress is stuck. Try the following solutions one by one:
  1. Restart your computer.
  2. Reinstall the driver.

Find general solutions, go to https://support.lenovo.com/solutions/HT105331.

If the problem persists, do not hesitate to call Lenovo Customer Center. For the latest Lenovo Support phone numbers for your country or region, go to https://pcsupport.lenovo.com/supportphonelist.

Problem: How to update the UEFI BIOS?

Solution: To update the UEFI BIOS, choose one of the following solutions:

Note: During the UEFI BIOS update process, MRC change might cause memory retraining. Memory retraining is a process to initialize the memory module and run diagnostic tests for the memory module in your computer. When memory retraining occurs, the screen might be blank. For some computer models, you might see the LED indicators on Esc, F1, and F4 blinking sequentially to indicate the progress. Do not press the power button to interrupt the process. Wait a few minutes until the logo screen is displayed.
  • From the Lenovo Support Web site:
    1. Go to https://pcsupport.lenovo.com and search by your product name.
    2. Click Drivers & Software ➙ Select Drivers under Manual Update tab BIOS/UEFI.
    3. Follow the on-screen instructions to download and install the latest UEFI BIOS update package.
  • From the Windows Update:
    1. Type Windows update in the Windows search box and press Enter.
    2. Click Check for updates.
    3. If a UEFI BIOS update package is available, it will be automatically downloaded and installed.
  • From the Vantage app (for some computer models):
    1. Open the Vantage app, and then click Device ➙ System Update ➙ CHECK FOR UPDATES.
    2. If the latest UEFI BIOS update package is available, follow the on-screen instructions to download and install the package.

If the problem persists, do not hesitate to call Lenovo Customer Center. For the latest Lenovo Support phone numbers for your country or region, go tohttps://pcsupport.lenovo.com/supportphonelist.

Problem: How to recover the UEFI BIOS?

Solution: If the UEFI BIOS is corrupted or maliciously attacked, the UEFI BIOS will automatically recover from the last uncorrupted and secure backup to protect your computer data.

During the UEFI BIOS auto-recovery, the screen will go blank. Do not press the power button to interrupt the progress. Wait a few minutes until the logo screen is displayed.

Note: For some computer models, you can check the progress based on blinking modes of the LED indicators on Esc, F1, and F4. For details, refer to the following table.
Blinking modes Self-recovery progress
LED indicator on Esc blinks 0% to 32%
LED indicators on Esc and F1 blink simultaneously 33% to 65%
LED indicators on Esc, F1 and F4 blink simultaneously 66% to 100%

If the problem persists, do not hesitate to call Lenovo Customer Center. For the latest Lenovo Support phone numbers for your country or region, go to https://pcsupport.lenovo.com/supportphonelist.

Problem: How to reset system to factory defaults?

Solution: For some computer models, you can reset the UEFI BIOS to the factory default settings, including all UEFI BIOS settings and internal system data. It helps you wipe user data in case that you want to dispose of or reuse your computer.

User data erasure is performed on the following components:
  • UEFI BIOS
  • Security Engine
  • Embedded Controller
  • Fingerprint Reader
  • TPM
To reset system to factory defaults, take the following steps:
  1. Restart the computer. When the logo screen is displayed, press F1 to enter the UEFI BIOS menu.
  2. Select Security ➙ Reset System to Factory Defaults and press Enter.
  3. Several warning windows might be displayed. Follow the instructions to prepare for the reset.
  4. Select Reset System to Factory Defaults again and select Yes to reset.

If the problem persists, do not hesitate to call Lenovo Customer Center. For the latest Lenovo Support phone numbers for your country or region, go to https://pcsupport.lenovo.com/supportphonelist.

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