Lenovo B41 30 B41 35 B51 30 And B51 35 Laptop User Guide

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Chapter 4. Troubleshooting
Frequently asked questions  - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -
This section lists frequently asked questions by category. 
„Finding information
What safety precautions should I follow when using my computer?
The Lenovo Safety and General Information Guide contains safety precautions 
for using your computer. Read and follow all the precautions when using 
your computer.
Where can I find the hardware specifications for my computer?
You can find hardware specification for your computer from the printed 
flyers which came with your computer.
Where can I find warranty information?
For the warranty applicable to your computer, including the warranty 
period and type of warranty service, see the Lenovo limited warranty flyer.
„Drivers and preinstalled software
Where are the installation discs for Lenovo preinstalled software (desktop 
software)?
Your computer did not come with installation discs for Lenovo preinstalled 
software. If you need to reinstall preinstalled software, you can find the 
installation program on the D partition of your hard disk. If you cannot 
find the installation program there, download it from the Lenovo 
consumer support Web site.
Where can I find drivers for the various hardware devices of my computer?
If your computer is preinstalled with a Windows operating system, Lenovo 
provides drivers for the hardware devices that you need on the D partition 
of your hard disk. You can also download the latest device drivers from the 
Lenovo consumer support Web site. 
						

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Chapter 4. Troubleshooting
„Lenovo OneKey Recovery system
Where are the recovery discs?
Your computer did not come with recovery discs. Use the recovery system 
if you need to restore the system to its factory status.
What can I do if the back-up process fails?
If you can start the backup but it fails during the back-up process, try the 
following steps:
1Close all open programs, and then restart the back-up process.
2Check to see if the destination media is damaged. Select another path 
and then try again.
When do I need to restore the system to its factory status?
Use this feature when the operating system fails to start up. If there is 
critical data on the system partition, back it up before starting recovery.
„BIOS setup utility
What is the BIOS setup utility?
The BIOS setup utility is ROM-based software. It communicates basic 
computer information and provides options for setting boot devices, 
security, hardware mode, and other preferences.
How can I start the BIOS setup utility?
To start the BIOS setup utility:
1Shut down the computer.
2Press the Novo button and then select BIOS Setup.
How can I change the boot priority?
There are two boot priorities: UEFI First and Legacy First. To change the 
boot priority, start the BIOS setup utility and set Boot Priority to UEFI First 
or Legacy First in the Boot menu. 
						

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27
When do I need to change the boot priority?
The default boot priorities are UEFI First. If you need to install a legacy 
operating system (that is, an
 earlier version than that of your current 
operating system) on your
 computer, you will need to change the boot 
priority to Legacy First. The
 legacy operating system cannot be installed if 
you do not change the boot
 priority.
„Getting help
How can I contact the customer support center?
See “Chapter 3. Getting help and service” of Lenovo Safety and General 
Information Guide. 
						

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Chapter 4. Troubleshooting
Troubleshooting - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 
Display problems
When I turn on the 
computer, nothing appears 
on 
the screen.
• If the screen is blank, make sure that:
- The AC power adapter is connected to the 
computer, and the power cord is plugged into a 
working electrical outlet.
- The computer power is on. Press the power button 
again for confirmation.
- If you are using the AC power adapter or the 
battery, and the battery status indicator is on, press 
F12 (
) to make the screen brighter.
• If these items are set correctly, and the screen 
remains blank, have the computer serviced. 
When I turn on the 
computer, only a white 
cursor appears on a blank 
screen. • Restore backed-up files to your Windows 
environment or the entire contents of your hard disk 
to its original factory contents using the recovery 
system. If you still see only the cursor on the screen, 
have the computer serviced.
My screen goes blank while 
the computer is on.• Your screen saver or power management might be 
enabled. Do one of the following to exit from the 
screen saver or to resume from sleep mode:
-Touch the touchpad.
- Press any key on the keyboard.
- Press the power button.
- Press F9 () to confirm whether the backlight for 
the LCD screen has been turned off.
- If the problem persists, follow the solution in the next 
problem “The screen is unreadable or distorted.”
The screen is unreadable or 
distorted.•Make sure that: 
- The display device driver is installed correctly.
- The screen resolution and color quality are set 
correctly.
- The monitor type is correct.
Incorrect characters appear 
on the screen.• Are the operating system or programs installed 
correctly? If they are installed and configured 
correctly, have the computer serviced. 
						

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29
BIOS password problems
I forgot my password.• If you forget your user password, you must ask the 
system administrator to reset your user password.
• If you forget your HDD password, a Lenovo 
authorized servicer cannot reset your password or 
recover data from the hard disk. You must take your 
computer to a Lenovo authorized servicer or a 
marketing representative to have the hard disk drive 
replaced. Proof of purchase is required, and a fee 
will be charged for parts and service.
• If you forget your Supervisor password, a Lenovo 
authorized servicer cannot reset your password. You 
must take your computer to a Lenovo authorized 
servicer or a marketing representative to have the 
system board replaced. Proof of purchase is 
required, and a fee will be charged for parts and 
service.
 Sleep problems
The critical low-battery error 
message appears, and the 
computer immediately turns 
off.• The battery power is getting low. Connect the AC 
power adapter to the computer, or replace the 
battery with a fully charged one.
The computer enters sleep 
mode immediately after 
Power-on self-test (POST). • Make sure that: 
- The battery is charged.
- The operating temperature is within the acceptable 
range. See “Chapter 2. Use and care Information” 
in the Lenovo Safety and General Information Guide.
Note:  If the battery is charged and the temperature is within an acceptable range, have the 
computer serviced.
The computer does not 
return from sleep mode, and 
the computer does not work. • If your computer is in sleep mode, connect the AC 
power adapter to the computer and then press the 
Fn key or the power button.
• If the system still does not return from sleep mode, 
stops responding, or cannot be turned off, reset the 
computer. Unsaved data may be lost. To reset the 
computer, press and hold the power button for 4 
seconds or more. 
						

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Chapter 4. Troubleshooting
Sound problems
No sound can be heard 
from the speakers even 
when the volume is turned 
up.•Make sure that:
- The mute function is off.
- The combo audio jack is not used.
- The speakers are selected as the playback device. 
Battery problems
Your computer shuts down 
before the power and 
battery status indicator 
shows empty.
-or-
Your computer operates 
after the power and battery 
status indicator shows 
empty.
• Reset the battery gauge using OneKey Optimizer. If 
the problem persists, replace with a new battery 
pack.
The computer does not 
operate with a fully charged 
battery.• The surge protector in the battery might be active. 
Turn off the computer for one minute to reset the 
protector; then turn on the computer again.
Hard disk drive problem
The hard disk drive does not 
work.•In the Boot menu in the BIOS setup utility, make 
sure that the hard disk drive is included in the EFI 
list. 
						

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31
Other problems
Your computer does not 
respond.• To turn off your computer, press and hold the power 
button for 4 seconds or more. If the computer still 
does not respond, remove the battery pack and the 
AC power adapter. 
• Your computer might lock when it enters sleep 
mode during a communication operation. Disable 
the sleep timer when you are working on the 
network.
The computer does not start 
from a device you want.• See the EFI list of the BIOS setup utility. Make sure 
that the BIOS setup utility is set so that the computer 
starts from the device you want.
•  Also make sure that the device from which the 
computer starts is enabled. Make sure that the 
device is included in the EFI list in the BIOS setup 
utility correctly.
• Press F12 when the Lenovo logo appears on the 
screen while the computer is starting up to select the 
device you want the computer starts from.
The connected external 
device does not work. • Do not connect or disconnect any external device 
cables other than USB while the computer power is 
on; otherwise, you might damage your computer.
• When using a high power consumption external 
device such as an external USB optical disk drive, 
use an external device power adapter. Otherwise, 
the device might not be recognized, or system shut 
down might result. 
						

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Appendix A. CRU instructions
Customer Replaceable Units (CRUs) are parts that can be upgraded or 
replaced by the customer. If a CRU is determined to be defective during the 
warranty period, a replacement CRU will be provided to the customer. 
Customers are responsible for installing the self-service CRUs for this 
product. Customers also can install optional-service CRUs, which might 
require some technical skills or tools, or request that a technician install the 
optional-service CRU under the terms of the applicable warranty service 
type for your country or region.
Notes: 
The illustrations used in this chapter are of the Lenovo B51-30, unless otherwise stated.
The illustrations in this manual might differ from the actual product. Please refer to the 
actual product.
The CRU service is only applicable to certain countries. 
						

							Appendix A. CRU instructions
33
Replacing the battery pack  - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -
To replace the battery pack, do the following:
1Unlock the manual battery latch . While holding the spring-loaded 
battery latch in the unlocked position , remove the battery pack in the 
direction shown by the arrow . 
2Install a fully charged battery pack.
3Slide the manual battery latch to the locked position.
Note: 
Use only the battery provided by Lenovo. Any other batteries could ignite or explode.Make sure the computer is turned off and all the cables disconnected from the computer 
before you replace the battery pack.
Make sure the computer display is closed to avoid being damaged.
a
b
c
2
23
1
1 
						

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Appendix A. CRU instructions
Replacing the hard disk drive  - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 
You can increase the storage capacity of your computer by replacing the hard 
disk drive with one of greater capacity. You can purchase a new hard disk 
drive from your reseller or Lenovo marketing representative.
The hard disk drive is very sensitive. Incorrect handling can cause damage 
and permanent loss of data on the hard disk. Before removing the hard disk 
drive, make a backup copy of all the information on the hard disk, and then 
turn the computer off. Never remove the hard disk drive while the system is 
operating or in sleep mode.
Notes: 
Replace the hard disk drive only for upgrading or repair. The connectors and bay of the 
hard disk drive were not designed for frequent changes or drive swapping.
The preinstalled software are not included on an optional hard disk drive.
Make sure the computer is turned off and all the cables disconnected from the computer 
before you replace the hard disk drive.
Make sure the computer display is closed to avoid being damaged.
Handling a hard disk drive
• Do not drop the drive or subject it to physical shock. Put the drive on a material, 
such as soft cloth, that absorbs any physical shock.
• Do not apply pressure to the cover of the drive. 
• Do not touch the connector of the drive.