Chapter 1 - Pcg-V505 Series Troubleshooting; Overview; Warranty Policies And Procedures - Sony VAIO PCG-V505 Series Training Manual

Chapter 1 - PCG-V505 Series Troubleshooting

Overview

Troubleshooting computers is a unique experience compared to other electronic devices due to their high
dependence on software to operate. Missing or corrupted software files can sometimes generate what appears
to be a hardware issue. Fortunately, the operating systems on computers have extensive diagnostic capabilities
to assist in isolating a hardware or software failure.
The self-help programs embedded within the software, along with the availability of knowledge bases located
on the Internet, allows many customers to apply patches and/or manually correct these problems. The use of
system recovery discs supplied with the computer is also a convenient tool for the customer to restore or repair
corrupted files. Units will still come in for repair with these problems and it is up to the technician to determine
if the failure is software related. It is a wise practice to have customers bring their computer in with all of the
supplied accessories (especially any recovery discs).
This chapter will cover the different types of failures experienced with computers based on symptoms at initial
startup or during operation. Although most common failure symptoms will be covered, there is always that obscure
symptom which unexpectedly shows up. These are usually software related. In cases where hardware is the
cause, it is wise to visit the Sony ESI website to view the knowledge base. The address is:
http://service.sel.sony.com/ and you will need a user ID and password to access the site. If you work for a service
company, ask for the ID and password.
http://www.sony.com/pcsupport can also be accessed for the latest information regarding software and device
drivers for each model. This site can scan the computer and prompt for any upgrades. It is also accessible to the
customer without the need for a user ID or password.

Warranty Policies and Procedures

Submitting warranty claim forms for Sony VAIO computers differs slightly than other products. Normally, only
the product model and serial number is required to be entered on the claim form in the serial number field. VAIO
claims must include the 8-digit product code and 7-digit serial number. The model number must also be the
correct one. The model number on the bottom of the unit is not the correct one for the claim form. You must use
the number that can only be seen by raising the LCD panel and exposing the keyboard. It is located on the right
side, on the LCD panel or the hinge cover. Figure 1-1 illustrates the locations of these numbers. Visit the Sony
ESI site mentioned above for the latest information regarding warranty policies and procedures.
NOTE: Some electronic warranty programs do not allow more than 14 digits to be entered in the serial number
field. If this is the case, the fist digit of the product code may be omitted.
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