motherboard
Device will not power on — LED lit
Device does not power on. Screen remains black but LED indicator is lit. Reseated internal connections with no effect.
Device will not power on — LED not lit
Device does not power on. Screen remains black and LED indicator does not light. Reseated internal connections with no effect.
Device randomly shuts down
Device shuts down or restarts randomly during normal use. No identifiable pattern. Troubleshooting did not resolve issue.
Device overheats
Device overheats during normal use. Thermal paste replaced and cooling system cleaned with no improvement.
Device is slow and unresponsive
Device runs unusually slow, frequently freezes, and becomes unresponsive. Windows updates, driver reinstalls, diagnostics, and full reimage performed with no improvement. Known-good SSD and RAM were tested and issue persisted. Likely motherboard failure.
Fan failure
Device overheats during normal use. Thermal paste replaced and cooling cleaned with no effect. Known-working fan resolves issue. Defective fan reproduces issue when tested in another device. Fan needs replacement.
Blue screens and fails memory test
Device blue screens randomly. On reboot, built-in memory test hangs or crashes around 50%. Known-good RAM resolves issue; faulty RAM causes identical crashes in another device.
SSD not detected / cannot install OS
SSD does not appear as a boot option and OS cannot be installed or partitioned. Reseating had no effect. SSD fails to be detected in a known-working device. Known-working SSD works normally in this device. SSD has failed.
Wi-Fi card not functioning
Wi-Fi card does not function. Drivers reinstalled and battery cable reseated with no effect.
USB port not working
One USB port does not detect any devices. Other USB ports function normally. Port is clean and unobstructed. Indicates motherboard-level port failure.
Headphone jack not working
Headphone jack does not output sound. Known-working headphones tested. No visible physical damage.
Device is unfixable — requires replacement
Device crashes randomly. Reseating the battery temporarily resolves issue for about a week, but it returns. Issue has occurred repeatedly despite multiple repairs. Device requires full replacement; please escalate to exchange team.
screen
Screen not displaying
Screen does not display an image. Battery and video cables reseated with no effect.
Light bleed / uneven backlighting
Screen shows light bleed or uneven backlighting. No signs of physical damage. Known-working screen resolves the issue; defective screen reproduces issue in other devices.
Screen goes black intermittently
Screen intermittently goes black during use. Software updates did not resolve issue. Known-working screen resolves issue; defective screen reproduces it.
Screen glitching
Screen shows visual glitching with no signs of damage. Known-working screen resolves issue; defective screen reproduces it.
Touchscreen not working
Touchscreen does not respond to input. Battery and display cables reseated and display drivers reinstalled with no effect.
Touchscreen phantom touches (“possessed”)
Touchscreen registers phantom touches in a specific area. Battery and display cables reseated and drivers reinstalled with no effect. Known-working screen resolves issue; defective screen reproduces it.
Hinge issue
Screen functions normally, but hinge pressure causes bezel to separate. Indicates hinge malfunction.
charge
Device will not charge
Device does not charge or power on when connected to a known-working charger. No visible port damage.
Charger not functioning
Charger does not charge this device or other devices. Known-working chargers successfully charge this device.
keyboard
Keyboard not registering keys
Keyboard fails to register key presses. Keys move normally with no visible damage. Ribbon cable reseated. Known-working keyboard resolves issue; defective keyboard reproduces issue in another device.
Single key not registering
One key fails to register. Mechanical function normal with no visible damage. Ribbon cable reseated. Known-working keyboard resolves issue; defective keyboard reproduces failure in another device.
Keys typing multiple times
Keys intermittently register multiple characters. No visible damage. Ribbon cable reseated. Known-working keyboard resolves issue; defective keyboard reproduces issue in another device.
touchpad
Touchpad unresponsive
Touchpad does not respond to movement or clicks. External USB mouse works. Ribbon cable reseated with no effect.
camera
Camera not recognized
Camera is not detected by Windows or applications. No visible damage. Camera cable reseated with no effect.
speakers
Speakers not recognized
Speakers are not detected by Windows or applications. No visible damage. Speaker cable reseated with no effect.
microphone
Microphone not recognized
Microphone is not detected by Windows or applications. No visible damage. Microphone cable reseated with no effect.