Problems with Hardaware of Software???

sara2323

Hi,
I have a Fujitsu Siemens laptop which I've had for just over 6 months, since the last month I've had problems almost daily with the screen freezing and I have to manually switch it off and then on again and also a few times a day the laptop completely switches off and again I have to switch it on again it works fine again for a while and then either freezes or completely switches off.

I rang the warranty helpline and they've informed me that the problem is with the software and not the hardware and therfore it is'nt covered under the warranty.
I don't really understand as apart from this problem the laptop works really well and I've had no problems with the software.

I can't understand who I need to speak to windows? or Fujitsu?
Any help will be appreciated as It's really frustrating now as I have completely lost so much work as I don't get a chance to save or recover work when screen freezes.

Thanks in advance.
Sara

intel

You will need to speack to Fujitsu or the Store from where the PC came from.

Have you Antivirus, Ad removal software and a Firewall.

Have you deleted anything that you shouldnt off but are to embarassed to mention this (its ok weve all been there)Anything that you may of downloaded installed, just think along thoses lines for a mo and get back :beer: :beer:

rogerramjet

Check you've not gone overboard with spyware software or even anti-virus software as these can sometimes conflict with each other.

It maybe worth while closing all programs you don't use which start up automatically when the system boots...one it may stop the problem...two it will save memory....or you could do the msconfig thing and stop them starting on boot.

sara2323

Thanks for your reply, I mainly use the laptop for general browsing or storing college work have'nt downloaded anything that I can remember.

I have adaware ,antivirus and a firewall and they seem to work fine. I still think the problem really relies with the hardware as when it switches of the laptop itself is really hot and although I'm using a cooler thing which holds the laptop when touching the bottom of the laptop it feels really hot.

Though I don't really know how to prove that it is a problem with the hardware or software I really think that Fujitsu are just finding a way out by saying it is the software.

Thanks again for your reply

intel

It could be a number of things, but if its getting quite hot it could be
the CPU fan that is faulty, be careful though as you may be feeling the battery
and they do get warm... but a Fan fault it may be,,, which is hardware.

Toxteth_OGrady

sara2323 wrote:

they've informed me that the problem is with the software and not the hardware and therfore it is'nt covered under the warranty.
Sara

Unless you've given them additional information that you haven't shared with us here then that is complete and utter bolleaux :eek:

It could be faulty memory, overheating or a battery/power problem.

I'd get back to them and ask why they don't believe it's one of these at fault. If they say that wouldn't cause a freeze then they're fobbing you off.

:cool:

TOG

albertross_2

As already suggested, it could be just about anything, hardware or software. When it freezes, can your do a CTRL ALT DELL, and get into task manager?

Try running it in safe mode, if it stops the fault, it points to a software issue.

Sometimes power saving features can cause problems, try disabling these in the bios screen. Another possible diagnostic would be to run it without the battery in, and reseat the RAM sticks, to see if that makes any difference.

sara2323

albertross wrote:

As already suggested, it could be just about anything, hardware or software. When it freezes, can your do a CTRL ALT DELL, and get into task manager?

Try running it in safe mode, if it stops the fault, it points to a software issue.

Sometimes power saving features can cause problems, try disabling these in the bios screen. Another possible diagnostic would be to run it without the battery in, and reseat the RAM sticks, to see if that makes any difference.

Thanks for your help, it's strange but their tech guide asked me to to use the laptop in the safe mode with the user: Administrator and see if the problem occurs and to call back tommorrow, it happended within about 10 minutes of being within the safe mode.
I logged on again and tried to get back into safe mode though forgotten how to select safe mode.
After the screen freezing nothing happeans if I press CTRL ALT DELL and have to manually restart, I have left it in the frozen state for an hour at a time and it remains in the state unless it is restarted.
Thanks again everyone really appreciate your help, I will ring them again tommorrow I really am dissapointed as not only is their helpline an 0871 no (the number given by saynoto0870 does'nt work) they're denying it is a hardware issue so will insist they check and confirm the problem.

albertross_2

Try doing this first, as it will give you some more ammo to throw at Fujitsu.

"Sometimes power saving features can cause problems, try disabling these in the bios screen. Another possible diagnostic would be to run it without the battery in, and reseat the RAM sticks, to see if that makes any difference."

The bios screen is entered by hitting a key at bootup (Can't recall what key for Fujitsu (F2?), or Esc/F1 sometime del, usally says it on-screen when you first switch on.

If you do endup sending it off for repair, make sure you backup your hard disk first, as it may come back wiped..


To get into safe mode, hit F8 BTW..

albertross_2

Do you have one of these?

http://www.fujitsu-siemens.co.uk/support/batteryexchange/index.html