Troubleshooting - Sony SVJ20213CXW Troubleshooting Manual

Backing up and restoring your system
To back up and restore To restore system files using the
restore point when you cannot start
your data when you can
Windows
start Windows
On the model without a built-in optical disc
drive, connect an external optical disc drive
If you can start Windows, back up and
(not supplied) to the computer. If an AC
restore your data with the Windows feature.
adapter is supplied with the external optical
To use the feature, open Control Panel and
disc drive, plug the AC adapter into a power
select System and Security and File History.
source.
1
Follow steps 1 to 3 in "To recover from
To back up and restore
Recovery Media" of Recovering your
your data when you
computer on the front side.
2
cannot start Windows Select Troubleshoot, Advanced options,
and System Restore.
3
If you cannot start Windows, back up your
Select your operating system.
data with VAIO Care (Rescue Mode) :
The System Restore window appears.
Recover or maintain your system.
4
Select Next.
You can use VAIO Data Restore Tool to
restore files previously backed up using 5
Select a restore point and Next.
VAIO Care (Rescue Mode) : Recover or
The confirmation window of the selected
maintain your system.
restore point appears.
6
Select Finish to confirm the restore point.
Restoring your system
Your computer restarts after system files
using a restore point
are restored.
A restore point enables you to restore your
computer system files to a previous state,
depending on when the restore point was
created. Typically, restore points are created
automatically, for example when you install
a driver. However, we recommend that you
create a new restore point manually before
installing any apps or drivers on your
computer.

Troubleshooting

If you have any problem Recovery problems
operating your computer
I cannot recover from the recovery
area
Try these suggestions before contacting an
authorized Sony service/support center or
Recover your computer from Recovery
your local Sony dealer directly.
Media if you have used apps to modify the
recovery area, installed a different operating
Read the troubleshooting information in

system from the preinstalled one, or
this section or the on-screen User Guide.
formatted the built-in hard disk drive or SSD
Press the ASSIST button while your

without using VAIO Care (Rescue Mode) :
computer is on to start VAIO Care and
Recover or maintain your system.
perform necessary operations.
Visit the VAIO online support website.
 I cannot create Recovery Media
Try the suggestions below:

1
Download and install the latest
updates using VAIO Update.
2
Restart your computer. And then, try to
create Recovery Media again.
3
If an AC adapter is supplied with an
external optical disc drive, plug the AC
adapter into a power source.
Try other reliable media.

If the problem persists, visit the VAIO

online support website for further
assistance.
I cannot start/complete the recovery
process
Disconnect all unnecessary external

devices from your computer.
Try the suggestions below:

 Check the condition of Recovery
Media. If you are using optical discs,
check the discs for dirt or damage. If
the discs are not clean, clean them
and try recovering your computer
again.
If you cannot recover your computer

from the recovery area, restart the
computer and recover the computer
from the recovery area again, or use
Recovery Media.
The green power indicator light turns
 If you cannot recover your computer
on but my screen remains blank
using a USB optical drive or USB flash
drive, connect the drive to another USB
Press the Alt+F4 keys several times to

port or to the USB port that is
close the app window. An app error may
compliant with the USB 2.0 standard (if
have occurred.
any). Then, turn off the computer and
Press the Ctrl+Alt+Delete keys, select

try recovering it again.
(Shut down) in the lower right corner of
If the problem persists, visit the VAIO

the computer screen, and then select
online support website for further
Restart.
assistance.
Press and hold the power button or slide

and hold the power switch for more than
Common problems
four seconds to shut down your
computer. Unplug the power cord or the
My computer does not start
AC adapter, and leave the computer for
about five minutes. Then plug the power
 Before using your computer for the first
cord or the AC adapter, and turn on the
time, you need to connect the computer
computer again.
to an AC power source (with the AC
adapter when supplied).
Make sure all cables are securely

Turning off your computer with the
connected to devices, such as between
Ctrl+Alt+Delete keys, the power switch,
your computer and the power cord (with
or the power button may cause loss of
the AC adapter when supplied).
unsaved data.
Make sure the battery pack is installed

The charge indicator light is blinking
properly and charged.
fast and my computer does not start
Disconnect all cables and peripheral

devices, such as the power cord, the AC This problem could be due to the battery

adapter, and the USB device, remove the
pack not being installed properly. To
battery pack, and wait about five
solve this problem, turn off your
minutes. Then, put them back in place computer and remove the battery pack.
and turn on your computer again. Then reinstall the battery pack to the
 Remove all extra memory modules you computer. For details, refer to the on-
may have installed since purchase, and screen User Guide.
then restart your computer. If the problem persists, it means the

 If your computer is plugged into a power installed battery pack is not compatible.
strip with a switch, make sure the switch Remove the battery pack and contact an
is turned on and the power strip is authorized Sony service/support center.
securely plugged into a power source. To find the nearest center or agent, refer
to the on-screen User Guide.
If you are using an external display, make

sure it is plugged into a power source
and turned on.
A message appears notifying of either How can I create a hard disk partition?
incompatibility or improper
installation of the battery pack and
my computer then enters Hibernate
If you reduce the volume of the C: drive
mode
partition, you may not create Recovery
Media or complete the recovery process and
See the answers for "The charge indicator
refresh process successfully because the
light is blinking fast and my computer does
free space on the built-in hard disk drive or
not start."
SSD is not sufficient.
Windows does not accept my
1
Open Control Panel, select System and
password and returns the message:
Security, and select Create and format
Enter Onetime Password
hard disk partitions under
Administrative Tools.
If you enter a wrong power-on password
If the User Account Control window
three times consecutively, the Enter
appears, select Yes.
Onetime Password message appears and
2
Windows will not start. Press and hold the Right-click the C: drive and select Shrink
power button or slide and hold the power
Volume.
switch for more than four seconds to check
3
Enter the size of the partition to be
that the power indicator light turns off. Wait
created in Enter the amount of space to
for 10 to 15 seconds, then restart your
shrink in MB and select Shrink.
computer and enter the correct password.
The password is case sensitive, so be sure to 4
Right-click Unallocated and select New
check letters for the current case before you
Simple Volume.
enter the password.
5
Follow the on-screen instructions.
I cannot remember the power-on
The Activate Windows screen appears
password
The Windows activation is not completed.
If you have forgotten the power-on
Select Go to PC settings and connect your
password, contact an authorized Sony
computer to the Internet, and then the
service/support center. A reset fee will be
charged. activation automatically starts. You can also
activate Windows by telephone. For details,
refer to the PC settings screen.
Content in this guide is subject to change
without notice.