L2 Repair Troubleshooting Guides

Chapter

L2 Repair
Troubleshooting Guides

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 L2 Repair Troubleshooting Guides

Revision History

Version Date Item Issuer

V1.0 2015/5/6 Pre-release version Lynn1_Zhu
V2.0 2015/9/18 Add a way to check why Sylvia_sun
battery cannot charge.

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 L2 Repair Troubleshooting Guides

Guide Introduction

Guide Overview
This guide is designed to provide current ASUS RMA Notebook support professionals
with common approaches to issues that may occur to ASUS Notebook. All
troubleshooting and repair procedure are detailed to allow only system level (L1~L2)
and authorized technicians trained by ASUS should repair this equipment.

General Introduction
Use below content to verified symptom to determine the solution.
Your feedback or comment is important for improving this document. Please feel free
to send to !ACS_GTSD_NBSec1@intra.asus.com

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 L2 Repair Troubleshooting Guides

Troubleshooting Overview
 According to physical machine’s function query the corresponding
troubleshooting
 The following time refers to the repair time (Does not include
assemble/disassemble time, waiting time…). The time is for reference only.

 These error usually found in traditional notebook

No power (60min)
No display but power on (10min)
System cannot load (35min)
Stop on ASUS logo (35min)
Display error (30min)
Battery error (35min)
Instant key error (29min)
Keyboard error (30min)
Touchpad error (33min)
Camera error (30min)
ODD error (8min)
HDD error (10min)
Speaker error (35min)
LAN error (33min)
WLAN error (30min)
Bluetooth error (30min)
USB error (35min)
Touch panel error (35min)
System is running slow (35min)
Crash error (35min)
Blue Screen Error (10min)
High temperature (9min)
Abnormal sound (5min)
Touch with electricity (7min)
The fan at high speed (12min)

 These error usually found in transformer book

Light sensor error (10min)
Panel rotation error (17min)
GPS error (68min)
3G/4G (SIM) error (24min)
SIM detect error (18min)
E-Compass error (26min)

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 L2 Repair Troubleshooting Guides

Gyroscope (26min)
G-sensor (26min)
Dock keyboard error (3 hours)
Dock touchpad error (3.5 hours)
Docking can’t work (10 min)

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 L2 Repair Troubleshooting Guides

No power (60min)
Symptom: Press the power button, indicator light does not light or no flash, no display
screen

No power

The
The adapter
adapter isis
Swap
Swap adapter
adapter Y
not
not narmal
narmal

N Include:
Include: battery/mouse/SD
battery/mouse/SD
card/USB/etc
card/USB/etc
ItIt isis normal
normal when
when
Hardware
Hardware reset
reset Y remove
remove peripheral
peripheral
equipment
equipment

N Remove
Remove adapter/battery,
adapter/battery, after
after 20
20
minutes’
minutes’ standing
standing just
just plug
plug in
in adapter
adapter
Reset
Reset PC
PC can
can
Hardware
Hardware reset
reset Y
solve
solve the
the problem
problem

N short
short circuit
circuit CLRTC
CLRTC Jumper
Jumper or
or remove
remove
RTC
RTC battery
battery for
for more
more than
than 15
15 minutes
minutes
Clear
Clear CMOS
CMOS isis
Hardware
Hardware reset
reset Y
abnormal
abnormal

Update
Update BIOS
BIOS can
can
Hardware
Hardware reset
reset Y
solve
solve the
the problem
problem
Remove HDD/ODD/KB/TP/wireless
N card/panel/camera/cover/etc and connect
external screen to test
Replace
Replace the
the Minimize
Minimize test
test can
can
Y
corresponding
corresponding parts
parts solve
solve the
the problem
problem

In
In turn,
turn, swap
swap
Replace
Replace the
the Y memory/CPU
memory/CPU can can
corresponding
corresponding parts
parts solve
solve the
the probem
probem

Repair OK swap
swap MB
MB

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 L2 Repair Troubleshooting Guides

No display but power on (10min)

Symptom: Press the power button, indicator light flash or light, no display screen
No display but
power on

Look
Look carefully
carefully whether
whether there
there isis aa faint
faint
show
show at
at the
the screen
screen
You
You can
can press
press
Normal
Normal software
software Y Fn+F7/Fn+F6
Fn+F7/Fn+F6 toto adjust
adjust
Settings
Settings screen
screen brightness
brightness

N Fn+F8
Fn+F8 choose
choose mode
mode

Swap
Swap LCD
LCD cable
cable can
can Connect
Connect external
external
Swap
Swap LCD
LCD cable
cable Y Y
solve
solve the
the problem
problem screen
screen has
has display
display

N N

Swap
Swap LCD
LCD can
can solve
solve Update
Update BIOS
BIOS can
can
Swap
Swap LCD
LCD Y N Y Hardware
Hardware reset
reset
the
the problem
problem solve
solve the
the problem
problem

N
Repair OK
Replace
Replace the
the Minimize
Minimize test
test can
can
Y
corresponding
corresponding parts
parts solve
solve the
the problem
problem

Remove HDD/ODD/KB/TP/wireless
N card/panel/camera/cover/etc

In
In turn,
turn, swap
swap the
the video
video card/
card/
Replace
Replace the
the Y CPU/memory/switch
CPU/memory/switch board board
corresponding
corresponding parts
parts can
can solve
solve the
the problem
problem

Repair OK swap
swap MB
MB

BACK

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 L2 Repair Troubleshooting Guides

System cannot load (35min)

Symptom: The screen has display, can enter BIOS but cannot enter OS
Stop on Windows logo or POST, again and again reboot cannot enter
desktop
Can enter desktop but cannot see the desktop icon
system can not
load

Can
Can enter
enter Can
Can not
not enter
enter
desktop,
desktop, can
can not
not destop
destop
see
see desktop
desktop icon
icon

Does
Does the
the HDD
HDD isis the
the Change
Change BIOS
BIOS
N
Close
Close the
the set
set of
of save
save Power4Gear
Power4Gear first
first boot
boot option
option setting
setting
N
electricity
electricity desktop
desktop setting
setting isis correct
correct

Y Y
Repair OK

Antivirus
Antivirus In
In safe
safe mode
mode Safe
Safe mode/auto
mode/auto
Y
or
or restore
restore the
the system
system repair
repair can
can enter
enter XP/Win7: choose safe mode or the last time normal
configuration
N Win8: choose troubleshooting-auto repair

Use
Use VHD
VHD install
install test
test
Format
Format the
the HDD
HDD Y OS
OS can
can solve
solve the
the
and
and reinstall
reinstall OS
OS problem
problem

ItIt isis normal

normal when
when
Replace
Replace the
the Y remove
remove peripheral
peripheral
corresponding
corresponding parts
parts Include:
Include: SD
SD card/USB/KB/touchpad/camera/wireless
card/USB/KB/touchpad/camera/wireless
equipment
equipment
card/ODD/etc
card/ODD/etc
N

Replace
Replace the
the Minimize
Minimize test
test can
can
Y
corresponding
corresponding parts
parts solve
solve the
the problem
problem Only
Only connect
connect HDD
HDD +memory
+memory +MB
+MB +CPU
+CPU
+external
+external screen
screen to
to test
test
N

In
In turn,
turn, swap
swap the
the CPU/
CPU/
Replace
Replace the
the Y memory/HDD
memory/HDD can can
corresponding
corresponding parts
parts solve
solve the
the problem
problem

Repair OK Swap
Swap MB
MB

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 L2 Repair Troubleshooting Guides

Stop on ASUS logo (35min)

Symptom: Boot screen display normal, but stop on ASUS logo and cannot go on
Stop on ASUS
logo

ItIt isis normal Include:

Include: battery/mouse/SD
battery/mouse/SD card/usb/etc
card/usb/etc
normal when
when
Hardware
Hardware reset
reset Y remove
remove peripheral
peripheral
equipment
equipment

N
short
short circuit
circuit CLRTC
CLRTC Jumper
Jumper or
or remove
remove
Clear RTC
RTC battery
battery for
for more
more than
than 15
15 minutes
minutes
Hardware Clear CMOS
CMOS isis
Hardware reset
reset Y
abnormal
abnormal

Update
Update BIOS
BIOS can
can
Hardware
Hardware reset
reset Y
solve
solve the
the problem
problem

N
Remove HDD/ODD/KB/TP/wireless
Replace
Replace the
the Minimize
Minimize test
test can
can card/panel/camera/cover/etc
Y
corresponding
corresponding parts
parts solve
solve the
the problem
problem

N
Only
Only connect
connect HDD
HDD +memory
+memory +MB
+MB +CPU
+CPU
In +external
+external screen
screen to
to test
test
Replace In turn,
turn, Swap
Swap CPU/
CPU/
Replace the
the Y memory/HDD
corresponding memory/HDD can can solve
solve
corresponding parts
parts the
the problem
problem

Repair OK Swap
Swap MB
MB

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 L2 Repair Troubleshooting Guides

Display error (30min)

Symptom: Screen display crash, green, white, bright line, bright spot and so on
After boot, the screen has a backlight but very dark, look carefully can see
the desktop
Display error

Normal
Normal software
software IsIs itit normal,
normal, IsIs itit normal
normal in
in
Y Y
Settings
Settings reinstall
reinstall VGA VGA driver
driver BIOS
BIOS

N N

Use
Use VHD
VHD install
install test
test
Format
Format andand IsIs itit normal
normal connect
connect
Y OS
OS can
can solve
solve the
the N
reinstall
reinstall OS
OS external
external screen
screen
problem
problem

Swap
Swap LCD
LCD cable
cable can
can
Repair OK Swap
Swap LCD
LCD cable
cable Y N
solve
solve the
the problem
problem

Swap
Swap LCD
LCD can
can
Swap
Swap LCD
LCD Y
solve
solve the
the problem
problem Remove
Remove ODD/KB/TP/wireless/camera/cover/etc
ODD/KB/TP/wireless/camera/cover/etc

Minimize
Minimize test
test can
can Replace
Replace the
the
N Y
solve
solve the
the problem
problem corresponding
corresponding parts
parts

Only
Only connect
connect HDD
HDD +memory
+memory +MB+MB +CPU
+CPU N
+external
+external screen
screen to
to test
test
In
In turn,
turn, swap
swap Replace
Replace the
the
memory/CPU
memory/CPU can can Y
corresponding
corresponding parts
parts
solve
solve the
the problem
problem

swap
swap MB
MB Repair OK

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 L2 Repair Troubleshooting Guides

Battery error (35min)

Symptom: The battery cannot be fully charged. Such as: it can only charge to 95%
Charging is slow. Such as: it will need 8 hours to fill
The battery cannot charge. It showed no change in the system after the
power is connected.( Notice: If the machine charge by micro USB port,
for example T100CHI,T90CHI…, please test whether customer’s USB
cable and adapter are useful first. )
Battery life is short. Such as: it can only use half an hour when fully
charged
Battery error

Can
Can not
not be
be fully
fully Charging
Charging isis slow
slow
charged
charged

Does
Does charging
charging When
When charging
charging ,does
,does IfIf charged
charged
under
under 95%
95% isis Y the
the electric
electric quantity
quantity more
more thanthan 44 N
normal
normal isis more
more than
than 95%
95% hours
hours
Y

Does
Does itit normal
normal that
that
charging
charging more
more
Please
Please let
let electric
electric than
than 44 hours
hours
quantity
quantity under
under 95%
95% N Y Y
then
then charging
charging
N N

Hardware
Hardware reset
reset
IsIs itit normal——fully
normal——fully
Repair OK Hardware
Hardware reset
reset Y charged
charged +completely
+completely
discharge
discharge

N Repair OK

IsIs itit normal

normal when
when Y Swap
Swap battery
battery
swap
swap battery
battery

Swap
Swap MB
MB

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 L2 Repair Troubleshooting Guides

Battery error

Battery
Battery life
life isis short
short can
can not
not charge
charge

Does
Does itit normal
normal Use
Use DOS
DOS to to test,
test, N Swap
Repair OK Y for
for battery
battery use
use does Swap battery
battery
does itit can
can charge
charge
life
life
Full
Full charge
charge capacity/design
capacity/design Y
N
capacity>60%
capacity>60%

IsIs itit normal, Use

Use VHD
VHD install
install
Swap normal, use
use Format
Format HDD
HDD
Swap battery
battery N
DOS test
test OS
OS can
can solve
solve Y
DOS toto test
test and
and reinstall
reinstall OS
OS
the
the problem
problem

Battery
Battery under
under warranty
warranty Y

IsIs itit normal——fully

normal——fully
Hardware
Hardware reset
reset Y charged
charged +completely
+completely N
discharge
discharge Repair OK

IsIs itit normal

normal when
when
Swap
Swap battery
battery Y N Swap
Swap MB
MB
swap
swap battery
battery

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 L2 Repair Troubleshooting Guides

Instant key error (29min)

Symptom: Power4Gear/volume/etc. has no function (Does not contain the keys on the
keyboard)
Instant key
Error

In
In turn,
turn, install
install
Normal
Normal software
software Y chipset/ATK
chipset/ATK can can solve
solve
Settings
Settings the problem
the problem

Use
Use VHD
VHD install
install
Format
Format HDD
HDD
Repair OK Y test
test OS
OS can
can solve
solve
and
and reinstall
reinstall OS
OS the
the problem
problem

Is
Is itit normal,
normal, swap
swap Swap
Swap function
function
N function
function key
key Y
key
key cable
cable
cable
cable

Is
Is itit normal,
normal, swap
swap Swap
Swap function
function
Y
function
function key
key key
key

Swap
Swap MB
MB Repair OK

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Keyboard error (30min)

Symptom: Some or all keys has no function
Key in disorder. Such as：Press "L" out of "3"

Fn key has no function. Such as: Fn+…,Win+…

Keyboard has not backlight

Buttons do not play up

Keyboard Error

Digital/letter
Digital/letter All
All keys
keys has
has no
no Fn
Fn key
key has
has no
no
key
key in
in disorder
disorder function
function function
function

Does
Does numeric
numeric IsIs itit normal,
normal, reinstall
reinstall
Disable
Disable numeric
numeric Y keypad
keypad has
has ATK
ATK and
and
keypad
keypad (Fn+Insert)
(Fn+Insert) enable
enable Corresponding
Corresponding driver driver

N N
Y

Normal
Normal software
software
Use
Use VHD
VHD install
install test
test Settings
Settings
Format
Format andand Y OS
OS can
can solve
solve the
the
reinstall
reinstall OS
OS problem
problem

Repair OK
N

Swap
Swap keyboard
keyboard can
can
Repair OK Swap
Swap keyboard
keyboard Y
solve
solve the
the problem
problem

Remove
Remove touchpad
touchpad can
can
Swap
Swap touchpad
touchpad Y
solve
solve the
the problem
problem

Swap
Swap MB
MB

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 L2 Repair Troubleshooting Guides

Keyboard Error

No
No backlight
backlight Do
Do not
not play
play up
up

Update
Update BT
BT in
in Does
Does thethe BT
BT IsIs there
there liquid
liquid or
or
N Y Clear
Clear
DOS
DOS code
code isis correct
correct dirt
dirt in
in KB
KB

Y N

Normal
Normal software
software IsIs itit normal,
normal, Does
Does KB
KB cable
cable Well
Well connect
connect
Y N
Settings
Settings install
install ATK
ATK connect
connect well
well the
the cable
cable

N Y

Use
Use VHD
VHD install
install
Format
Format andand Swap
Swap key
key can
can
Y test
test OS
OS can
can solve
solve
reinstall
reinstall OS
OS solve
solve the
the Y Swap
Swap single
single key
key
the
the problem
problem problem
problem

N
N
Well
Well connect
connect Does
Does backlight
backlight cable
cable
N Swap
Swap keyboard
keyboard Repair OK
the
the cable
cable connect
connect well
well

Swap
Swap keyboard
keyboard can
can
Swap
Swap keyboard
keyboard Y
solve
solve the
the problem
problem

Remove
Remove touchpad
touchpad can
can
Swap
Swap touchpad
touchpad Y
solve
solve the
the problem
problem

Repair OK Swap
Swap MB
MB

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Touchpad error (33min)

Symptom: Touchpad has no function
Cannot click/choose/double click
Right click/left-click has no function
Touchpad has not backlight
Buttons do not play up
Touchpad Error Insensitive
Insensitive
Excessive
Excessive sensitive
sensitive
Click/double
Click/double click
click isis invalid
invalid
TP Mulit-touch
Mulit-touch and
and so
so on on
TP can
can not
not use
use Touch
Touch abnormal
abnormal

Has Touchpad
Touchpad attribute
attribute Software
Software
Right Has enable
enable in
in N
Right set
set in
in BIOS
BIOS N
BIOS set
set isis normal
normal Settings
Settings
BIOS

Y Y

System
System setting
setting isis Reinstall
Reinstall TP
TP driver
driver can
can
System
System setting
setting N Y Y System
System setting
setting
normal
normal solve
solve the
the problem
problem

Use
Use VHD
VHD install
install test
test
Repair OK Format
Format andand
OS
OS can
can solve
solve the
the Y
reinstall
reinstall OS
OS
problem
problem

Remove
Remove KBKB can
can Y Swap
Swap KB
KB
solve
solve the
the problem
problem

Swap
Swap TPTP cable
cable can
can Y Swap
Swap TP
TP cable
cable
solve
solve the
the problem
problem

Swap
Swap TP
TP can
can solve
solve Y Swap
Swap TP
TP
the
the problem
problem

Swap
Swap MB
MB Repair OK

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Camera error (30min)

Symptom: The picture upside down
There is no image
Cannot recognize camera
The screen is crash / fuzzy...
Camera error

The Can
Can not
not recognize
recognize
The picture
picture
camera
camera Display
Display abnormal
abnormal
upside
upside down
down no
no image
image

Has
Has enable
enable in
in
BIOS? Clear
Clear camera
camera can
can
Normal BIOS? Y Clear
Clear camera
camera
Normal software
software N
Does
Does software
software solve
solve the
the problem
problem
Settings
Settings setting
setting isis correct
correct
N
Y
Right
Right set
set in
in BIOS
BIOS
N Repair OK
Y

Repair OK
According
According to
to PID
PID
code
code reinstall
reinstall camera
camera Camera
Camera setting
setting can
can Normal
Normal software
software
Reinstall
Reinstall driver
driver Y N Y
driver can solve
driver can solve the
the solve
solve the
the problem
problem Settings
Settings
problem
problem

N
Use
Use VHD
VHD install
install test
test
Format
Format andand Y OS
OS can
can solve
solve the
the
reinstall
reinstall OS
OS problem
problem
N

Swap
Swap camera
camera cable
cable
Swap
Swap camera
camera Y can
can solve
solve the
the
cable
cable problem
problem
N

Swap
Swap camera
camera can
can
Swap
Swap camera
camera Y
solve
solve the
the problem
problem

Repair OK Swap
Swap MB
MB

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ODD error (8min)

Symptom: Cannot recognize ODD
Cannot recognize disk
Cannot recognize some disk
ODD Error

Update
Update firmware
firmware
can
can solve
solve the
the Y Update
Update fireware
fireware
problem
problem

Can N N
Can not
not recognize
recognize ODD
ODD in
in device
device manager
manager
Can
Can not
not Reading
Reading isis not
not
recognize
recognize ODD
ODD normal
normal

Remove
Remove HDD
HDD can
can Can
Can not
not Can
Can not
not
Can
Can not
not
Swap
Swap HDD
HDD Y solve
solve the
the problem
problem recognize
recognize some
some recognize
recognize some
some
recognize
recognize disk
disk
check
check DVD
DVD disk
disk

N IsIs the
the DVDDVD code
code Whether
Whether the
the ODD
ODD
isis correct
correct support
support the
the disk
disk N
Swap
Swap ODD
ODD can
can
Swap
Swap ODD
ODD Y N
solve
solve the
the problem
problem
Swap
Swap disk
disk
Change Y Y
Change DVD
DVD
N code
code

Repair OK Swap
Swap MB
MB
Repair OK

Does
Does
discspeed
discspeed test
test N Swap
Swap disk
disk
Swap
Swap ODD
ODD isis OK
OK

Swap
Swap ODD
ODD can
can Y
solve
solve the
the problem
problem

Swap
Swap MB
MB Repair OK

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HDD error (10min)

Symptom: Cannot recognize HDD
HDD has abnormal sound
HDD has bad track
HDD Error

Can
Can not
not Has Has
Has abnormal
abnormal
Has bad
bad track
track
recognize
recognize HDD
HDD sound
sound

Can
Can recognize
recognize Format
Format HDD
HDD can
can Is the normal
Swap
Swap HDD
HDD N N Swap
Swap HDD
HDD
in
in BIOS
BIOS solve
solve the
the problem
problem sound of motor

Y N Y
Y

Recreate
Recreate MBR...boot
MBR...boot Boot
Boot information
information Swap
Swap HDD
HDD can
can Repair OK
N
information
information isis correct
correct solve
solve the
the problem
problem

Y Y

Remove
Remove ODD
ODD can
can Swap
Swap HDD
HDD Hardware
Hardware reset
reset
Swap
Swap ODD
ODD Y
solve
solve the
the problem
problem

N
Repair OK

Update
Update BIOS
BIOS can
can
Hardware
Hardware reset
reset Y
solve
solve the
the problem
problem

Swap
Swap HDD
HDD cable
cable can
can
Swap
Swap HDD
HDD cable
cable Y
solve
solve the
the problem
problem

Swap
Swap HDD
HDD can
can solve
solve
Swap
Swap HDD
HDD Y
the
the problem
problem

Repair OK Swap
Swap MB
MB

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 L2 Repair Troubleshooting Guides

Speaker error (35min)

Symptom: Speaker has not sound
Speaker and external headset/speaker has the sound at the same time
Speaker has sound but external headset/speaker has not sound
Speaker has a cracking voice/noise
Speaker Error

Speaker
Speaker has
has sound
sound Has
Has aa cracking
cracking
but
but external
external headset
headset voice/noise
voice/noise
has
has not
not sound
sound

Choose the Has chose the external Speaker

Speaker flat
flat on
on the
the table,
table, speaker
speaker cable
cable
N headset/speaker has
right choice audio device N connect
connect MB
MB
abnormal sound
Y
Take out speaker
Reassemble
can solve the Y
Reinstall audio speaker
problem
Reinstall driver Y driver can solve
the problem Y
N

N
Swap speaker can
Y Swap speaker
solve the problem
Use VHD install Reinstall audio
Format HDD
Y test OS can solve Reinstall driver Y driver can solve the
and reinstall OS
the problem problem
Repair OK
N N

Swap speaker Use VHD install

Swap speaker Format HDD
Y connect board can Y test OS can solve
connect board and reinstall OS
solve the problem the problem

Repair OK

N
N
N
Repair OK Swap MB

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 L2 Repair Troubleshooting Guides

Speaker Error

Speaker
Speaker and
and external
external Speaker
Speaker has
has not
not
headset
headset has
has the
the sound
sound sound
sound
at
at the
the same
same time
time
external
external
headset/speaker
headset/speaker has
has
Reinstall Y sound N
Reinstall audio
audio sound
Reinstall
Reinstall driver
driver Y driver
driver can
can solve
solve
the
the problem
problem Reinstall audio
IsIs itit disable
disable in
in
Reinstall driver Y driver can solve Y Right set in BIOS
BIOS
BIOS
the problem
N
N N
Use
Use VHD
VHD install
install
Format
Format HDD
HDD Audio
Audio settings
settings isis
Y test
test OS
OS can
can solve
solve Use VHD install N Right set
and
and reinstall
reinstall OS
OS Format HDD correct
correct
the
the problem
problem Y test OS can solve
and reinstall OS
the problem
Y
Repair OK N Reinstall
Reinstall audio
audio driver
driver
can
can solve
solve the
the Y Reinstall driver
Swap speaker can problem
problem
Swap speaker Y
solve the problem
N
N
Use
Use VHD
VHD install
install test
test OS
OS Format HDD
Y
Swap speaker can
can solve
solve the
the problem
problem and reinstall OS
Swap speaker
Y connect board can
connect board
N solve the problem

Repair OK
Repair OK

N N

Swap
Swap audio
audio card
card can
can Swap
Swap audio
audio
Y
solve
solve the
the problem
problem card
card

Swap MB

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 L2 Repair Troubleshooting Guides

LAN error (33min)

Symptom: Cannot detect the network
Cannot obtain IP address or IP address is wrong
Cannot connect to network
LAN Error

Can
Can not
not obtain
obtain IP IP
Can
Can not
not detect
detect Can
Can not
not connect
connect
address
address or or IP
IP
the
the network
network to
to network
network
address
address isis wrong
wrong

Connect
Connect Does
Does router/Modem
router/Modem
N
operator
operator work
work correct
correct
IsIs TCP/IP
TCP/IP isis Set
Set the
the correct
correct IsIs TCP/IP
TCP/IP isis
N N
correct
correct IP
IP correct
correct
Y

Does
Does enable
enable in
in Repair OK Y
Enable
Enable in
in BIOS
BIOS N
BIOS
BIOS

Y Set
Set the
the correct
correct IsIs browser
browser
N
agent
agent agent
agent correct
correct
Does
Does system
system
System
System setting
setting N Y
setting
setting isis correct
correct

IsIs bowser
bowser working
working
IfIf LAN Y N in
in offline
offline mode
LAN cable
cable isis loose
loose mode
IfIf LAN
LAN cable
cable Conform
Conform to to the
the Y
standard
standard
Y

Does
Does LAN
LAN cable
cable Cancel
Cancel the
the
Reconnect
Reconnect N
connect
connect well
well offline
offline mode
mode

Reinstall
Reinstall LAN
LAN
Swap
Swap LAN
LAN cable
cable can
can Normal
Normal software
software
Swap
Swap LAN
LAN cable
cable Y N driver
driver can
can solve
solve Y
solve
solve the
the problem
problem Settings
Settings
the
the problem
problem

Repair OK
Use
Use VHD
VHD install
install Format
Format HDD
HDD
test
test OS
OS can
can solve
solve Y
and
and reinstall
reinstall OS
OS
the
the problem
problem

Swap
Swap LAN
LAN board
board
can
can solve
solve the
the Y Swap
Swap LAN
LAN board
board
problem
problem

Swap
Swap MB
MB Repair OK

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 L2 Repair Troubleshooting Guides

WLAN error (30min)

Symptom: WLAN signal is poor
Cannot obtain IP address or IP address is wrong
Cannot connect to network
Wireless capabilities could not be opened
WLAN Error

Wireless
Wireless capabilities
capabilities WLAN
WLAN signal
signal isis Can
Can not
not obtain
obtain IP IP Can
Can not
not connect
connect
could
could not
not be
be opened
opened poor
poor address
address or or IP
IP to
to network
network
address
address isis wrong
wrong

Does
Does wireless
wireless Open
Open wireless
wireless IsIs TCP/IP
TCP/IP isis Set
Set the
the IsIs TCP/IP
TCP/IP isis
N N N
capabilities
capabilities be
be opened
opened capability
capability correct
correct correct
correct IP
IP correct
correct

Y Repair OK
Repair OK Y
IsIs BIOS
BIOS and
and
system
system setting
setting isis N Right
Right setting
setting
correct
correct Set
Set the
the correct
correct IsIs browser
browser
N agent
agent
agent agent correct
correct
Y

Y Y
Install
Install ATK,
ATK, wireless
wireless Install
Install ATK,
ATK, wireless
wireless
console
console driver
driver can
can Y Install
Install drivers
drivers Y console
console driver
driver can
can
IsIs bowser
bowser working
working
solve
solve the
the problem
problem solve
solve the
the problem
problem N
in
in offline
offline mode
mode

N Repair OK N Y

Cancel
Cancel the
the
Use
Use VHD
VHD install
install test
test Use
Use VHD
VHD install
install test
test offline
offline mode
mode
Format
Format HDD
HDD
OS
OS can
can solve
solve the
the Y Y OS
OS can
can solve
solve the
the Install
Install ATK,
ATK, wireless
wireless
and
and reinstall
reinstall OS
OS
problem
problem problem
problem console
console driver
driver can
can Y Install
Install drivers
drivers
solve the problem
solve the problem
N

N N
Swap
Swap wireless
wireless
N antenna
antenna can
can solve
solve Use
Use VHD
VHD install
install test
test Format
Format HDD
HDD
the problem
the problem OS
OS can
can solve
solve the
the Y
and
and reinstall
reinstall OS
OS
problem
problem
Swap
Swap WLAN
WLAN card
card Swap
Swap WLAN
WLAN Y
can
can solve
solve the
the Y N
card
card
problem
problem Swap wireless
antenna Swap
Swap WLAN
WLAN card
card Swap
Swap WLAN
WLAN
can
can solve
solve the
the Y
card
card
Repair OK problem
problem

N Swap
Swap MB
MB Repair OK

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 L2 Repair Troubleshooting Guides

Bluetooth error (30min)

Symptom: Unable to open Bluetooth
Cannot connect
Bluetooth headphone/microphone cannot use
Bluetooth Error

Bluetooth
Bluetooth headphone/
headphone/
Unable
Unable to
to open
open Can
Can not
not connect
connect microphone
microphone can
can not
not
Bluetooth
Bluetooth use
use

Enable
Enable BT
BT Has
Has enable
enable the
the IfIf BT
BT be
be set
set
N N Whether
Whether BTBT be
be set
set
function
function BT
BT function
function can
can be be found
found N
as
as default
default device
device
Change
Change setting
setting Change
Change setting
setting

Y
Repair OK Repair OK
Y Y

Reinstall
Reinstall driver
driver can
can
Reinstall
Reinstall driver
driver Y
solve
solve the
the problem
problem

Use
Use VHD
VHD install
install test
test
Format
Format HDD
HDD Y OS
OS can
can solve
solve the
the
and
and reinstall
reinstall OS
OS problem
problem

Swap
Swap BT
BT module
module
Swap
Swap BT
BT Y can
can solve
solve the
the
module
module problem
problem

Swap
Swap BTBT cable
cable can
can
Swap
Swap BT
BT cable
cable Y
solve
solve the
the problem
problem

Repair OK Swap
Swap MB
MB

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 L2 Repair Troubleshooting Guides

USB error (35min)

Symptom: Some USB port cannot use
All USB port cannot use
USB Error

All
All USB
USB port
port can
can Some
Some USB
USB port
port
not
not use
use can
can not
not use
use
Only
Only for
for the
the PC
PC with
with USB3.0
USB3.0

Can
Can be
be Has
Has installed
installed
recognized
recognized in
in N Install
Install driver
driver
USB3.0
USB3.0 driver
driver
DOS
DOS
Repair OK
Y
Y
IsIs system
system N set
set up
up correctly
correctly
setting
setting correct
correct
N Use
Use VHD
VHD install
install test
test Format
Format HDD
HDD
Y OS
OS can
can solve
solve the
the Y
and
and reinstall
reinstall OS
OS
problem
problem

N
IsIs BIOS
BIOS setting
setting
set
set up
up correctly
correctly N
correct
correct Minimize
Minimize test
test can
can Replace
Replace the
the
Y
solve
solve the
the problem
problem corresponding
corresponding parts
parts
Y

N Only
Only for
for the
the PC
PC has
has IO
IO board
board
Use
Use JIG3
JIG3 update
update
Update
Update BIOS
BIOS Y BIOS
BIOS can
can solve
solve the
the
problem
problem Swap
Swap IOIO board
board can
can Swap
Y Swap IO
IO board
board
solve
solve the
the problem
problem

N N

Repair OK Swap
Swap MB
MB Repair OK

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 L2 Repair Troubleshooting Guides

Touch panel error (35min)

Symptom: Touch no response
Touch is not sensitive
Touch positioning is not accurate
Touch no right function
Touchpanel
Error

IsIs itit normal

normal for
for N calibration
calibration
touch
touch calibration
calibration

Y Repair OK

Update
Update firmware
firmware can
can Update
Update
Y
solve
solve the
the problem
problem firmware
firmware

Touch
Touch isis not
not
Touch sensitive/positi
sensitive/positi
Touch no
no
response oning
oning are
are not
not
response Touch
Touch no
no right
right
accurate
accurate
function
function
Repair OK

Clear
Clear can
can solve
solve
Clear
Clear screen
screen Y
the
the problem
problem Properly
Properly set
set touch
touch
Swap
Swap MB
MB setting
setting Can
Can solve
solve
N the
the problem
problem
Repair OK
Tear
Tear the
the sticker
sticker on
on Tear
Tear the
the sticker
sticker
the
the screen
screen can
can Y System
or
or stick
stick again
again System setting
setting
Has
Has enabled
enabled the
the Enable touch solve
solve the
the problem
problem
N
touch
touch function
function function
N
Repair OK
Recovery
Recovery system
system
can
can solve
solve the
the Y Reinstall
Reinstall OS
OS
problem
problem
Remove
Remove touch
touch control
control
board/camera/external
board/camera/external N
device/wireless
device/wireless card/etc
card/etc to
to test
test
Minimize
Minimize test
test can
can Replace
Replace the
the
Y
solve
solve the
the problem
problem corresponding
corresponding parts
parts

N
Some
Some PC
PC has
has not
not touch
touch
control
control board
board Swap
Swap touch
touch control
control Swap
board Swap touch
touch
board can
can solve
solve the
the Y
control
problem control board
board
problem

N
Y
Swap
Swap touch
touch panel
panel can
can Swap
Swap touch
touch
Y
solve
solve the
the problem
problem panel
panel

Swap
Swap MB
MB Repair OK

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 L2 Repair Troubleshooting Guides

System is running slow (35min)

Symptom: Boot slowly
Any time is slow
When using the battery is slow
Running a program is slow
System is
running slow

When
When using
using the the Running
Running aa
Boot
Boot slowly
slowly Any
Any time
time isis slow
slow battery
battery isis slow
slow program
program isis slow
slow

Close
Close the
the unnecessary
unnecessary IfIf power4grea
power4grea has
has
program
program can
can solve
solve the
the N be
be set
set to
to high
high N System
System setting
setting
problem
problem performance
performance mode mode

Y
Ever
Ever do
do 44 KB
KB Repair OK
alignment
alignment
System
System setting
setting
Y Whether
Whether computer
computer meet
meet
N Replace
Replace N program’s
program’s minimum
minimum
program
program
Y hardware
hardware requirements
requirements
Do
Do 44 KB
KB alignment
alignment
Repair OK
for
for HDD
HDD Y

Use
Use VHD
VHD install
install test
test
Format
Format HDD
HDD Y OS
OS can
can solve
solve the
the
and
and reinstall
reinstall OS
OS problem
problem

Swap
Swap HDD
HDD andand Swap
Swap HDD
HDD can
can
Y
reinstall
reinstall OS
OS solve
solve the
the program
program
Remove
Remove ODD/KB/touchpad/wireless
ODD/KB/touchpad/wireless
card/panel/camera/cover/etc
card/panel/camera/cover/etc
N

Replace
Replace the
the Minimize
Minimize test
test can
can
Y
corresponding
corresponding parts
parts solve
solve the
the problem
problem

In
In turn,
turn, swap
swap
Replace
Replace the
the Y memory/CPU
memory/CPU can can
corresponding
corresponding parts
parts solve
solve the
the probem
probem

Swap
Swap MB
MB

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 L2 Repair Troubleshooting Guides

Crash error (35min)

Symptom: Random crashes
Running a Fixed program crash
Crash Error

Random
Random crashes
crashes Running
Running aa Fixed
Fixed
program
program crash
crash

Safe
Safe mode/
mode/ The
The last
last time
time
Y Whether
Whether computer
computer meet
meet
repair
repair system
system use
use isis normal
normal Uninstall/
program’s N Uninstall/
program’s minimum
minimum change
change program
program
hardware
hardware requirements
requirements

Repair OK Y

In
In compatibility
compatibility mode
mode
to
to run
run the
the program
program can
can Y System
System setting
setting
solve
solve the
the problem
problem
N N
Repair OK
IfIf there
there are
are Use
Use the
the original
original
additional
additional hardware
hardware Y
configuration
configuration
installed
installed byby yourself
yourself

Use
Use VHD
VHD install
install Format
Format HDD
HDD
test
test OS
OS can
can solve
solve Y
and
and reinstall
reinstall OS
OS
the
the problem
problem

Does
Does Swap
Swap
memory/HDD
memory/HDD test
test N
memory/HDD
memory/HDD
pass
pass
Remove
Remove HDD/ODD/KB/touchpad/wireless
HDD/ODD/KB/touchpad/wireless
card/panel/camera/cover/etc Y
card/panel/camera/cover/etc and
and connect
connect
external
external screen
screen to
to test
test
Minimize
Minimize test
test can
can Replace
Replace the
the
Y
solve
solve the
the problem
problem corresponding
corresponding parts
parts

In
In turn,
turn, swap
swap GPU/
GPU/ Replace
Replace the
the
CPU/memory/switch
CPU/memory/switch boardboard Y
corresponding
corresponding parts
parts
can
can solve
solve the
the problem
problem

Swap
Swap MB
MB Repair OK

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 L2 Repair Troubleshooting Guides

Blue Screen Error (10min)

Symptom: Random blue screen
Running a Fixed program will blue screen
Blue Screen
Error

Running
Running aa Fixed
Fixed program
program
Random
Random blue
blue will
will blue
blue screen
screen
screen
screen

Safe
Safe mode/
mode/ The
The last
last time
time Whether
Whether computer
computer meet
meet
Y Uninstall/
Uninstall/
repair
repair system
system use
use isis normal
normal program’s
program’s minimum
minimum N
change
change program
program
hardware
hardware requirements
requirements

N
Y

IfIf there
there are
are In
In compatibility
compatibility mode
mode
Use
Use the
the original
original Y additional
additional hardware
hardware N to
to run
run the
the program
program can
can Y System
System setting
setting
configuration
configuration installed
installed byby yourself
yourself solve
solve the
the problem
problem

According Repair OK
According to
to the
the blue
blue
Do
Do corresponding
corresponding screen
screen code
code do
do
Y
repair
repair corresponding
corresponding repair
repair can
can
solve
solve problem
problem

Use
Use WinDbg
WinDbg analysis
analysis
Do
Do corresponding
corresponding reason
reason and
and do
do
N
repair
repair corresponding
corresponding repair
repair
can
can solve
solve problem
problem

Replace
Replace the
the Minimize
Minimize test
test can
can
Y
corresponding
corresponding parts
parts solve
solve the
the problem
problem

Replace
Replace the
the In
In turn,
turn, swap
swap CPU/GPU
CPU/GPU
Y
corresponding
corresponding parts
parts can
can solve
solve the
the problem
problem

Repair OK Swap
Swap MB
MB

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 L2 Repair Troubleshooting Guides

High temperature (9min)

Symptom: Software test temperature too high (CPU)
Touch the PC feeling temperature is high
High
temperature

Clear
Clear

Use
Use WTP
WTP toto test,
test,
Repair OK Y does
does the
the value
value in
in
the
the standard
standard range
range

Swap
Swap thermal
thermal stick
stick
Swap
Swap thermal
thermal Y can
can solve
solve the
the
stick
stick problem
problem

Swap
Swap fan
fan can
can solve
solve
Swap
Swap fan
fan Y
the problem
the problem

Swap
Swap thermal
thermal
Swap
Swap thermal
thermal Y module
module can
can solve
solve
module
module the problem
the problem

Repair OK Swap
Swap MB
MB

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 L2 Repair Troubleshooting Guides

Abnormal sound (5min)

Symptom: Opening and closing PC has abnormal sound
Running the PC has abnormal sound
The PC has abnormal sound
Abnormal
Sound

Opening
Opening and
and Running
Running the
the PC
PC
The
The PC
PC has
has
closing
closing PC
PC has
has has
has abnormal
abnormal
abnormal
abnormal sound
sound
abnormal
abnormal sound
sound sound
sound
N

Opening
Opening and
and closing
closing Locate
Locate voice
voice HDD
HDD has
has Y Swap
Swap HDD
HDD
screen
screen has
has abnormal
abnormal shaking
shaking PC
PC abnormal
abnormal sound
sound
sound
sound
N
Y
Check
Check whether
whether
there Fan
Fan has
has Reinstall
Reinstall or
or
Check
Check whether
whether there isis aa foreign
foreign Y
Hinge
Hinge has
has matter abnormal
abnormal sound
sound swap
swap fan
fan
there
there isis aa foreign
foreign Y matter
abnormal
abnormal sound
sound
matter,
matter, remove
remove itit
Y N
N
Remove
Remove foreign
foreign LCD
LCD has
has
N Y Swap
Swap LCD
LCD
Try matter
matter abnormal
abnormal sound
sound
Try to
to add
add rubber
rubber
Repair OK Y gasket
gasket to
to do
do rework
rework
then
then test
test ok
ok N

N Repair OK Try
Try to
to change
change the
the
Part
Part which
which has
has Repair OK
Swap
Swap AA cover
cover or
or abnormal
abnormal sound
sound
hinge
hinge (LCD
(LCD module)
module)

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 L2 Repair Troubleshooting Guides

Touch with electricity (7min)

Symptom: Touching on the PC will have the feeling of hemp, similar to the feeling of
the leakage
Touch with
electricity

Connect ground Does

Does the
the PC
PC has
has
N
wire connect ground
connect ground wire
wire

Replace the medium IfIf the

the body
body transfer
transfer
Y
(such as chair) medium
medium for
for metal
metal

There
There isis still
still aa current
current
Swap MB &
Repair OK Y after
after unplug
unplug the the
battery
adapter
adapter

Swap shell can The shell plus Plug in the adapter,

solve the N insulation paste can Y the multimeter can
problem solve the problem detect the current

Y Y

Plus insulation
Swap shell paste

N Repair OK N

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 L2 Repair Troubleshooting Guides

The fan at high speed (12min)

Symptom: Fan speed has always been high and has obvious noise
Run certain programs, fan at high speed
The fan at high
speed

Confirm
Confirm thethe fan
fan
Repair OK Y
speed
speed isis normal
normal N

Update
Update BIOS
BIOS can
can
Update BIOS Y
solve
solve the
the problem
problem N

Format HDD Remove

Remove HDD
HDD can
can
Y
and reinstall OS solve
solve the
the problem
problem N

Clear thermal
Clear thermal
Y module can solve
module
the problem N

Swap fan can

Swap fan Y
solve the problem
N

Swap thermal
Swap thermal
Y module can solve
module
the problem N

Swap CPU can

Swap CPU Y solve the
problem

Swap MB

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 L2 Repair Troubleshooting Guides

Light sensor error (10min)

LightSensor
error

1.
1. Check
Check LCD
LCD FPC
FPC connected
connected
well
well and
and does
does not
not damage
damage
2.
2. Re-assemble
Re-assemble LCD
LCD FPC
FPC Y
3.
3. Check
Check display
display

Swap
Swap LCD
LCD Module
Module and
and
N Y Repair OK
check
check display
display

Swap
Swap MB
MB and
and Y
check display
check display

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 L2 Repair Troubleshooting Guides

Panel rotation error (17min)

Panel rotation
error

Check setting à
Check setting à
Display à
Display à Enable
Enable Y
auto-rotate
auto-rotate screen
screen

Update
Update latest
latest version
version
user image
user image and
and wipe
wipe
N Y Repair OK
date
date and
and check
check rotation
rotation
function
function

Swap
Swap MB
MB and
and
check rotation
check rotation Y
function
function

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 L2 Repair Troubleshooting Guides

GPS error (68min)

GPS error

Check setting à
Check setting à
Turn
Turn on
on GPS
GPS and
and
test
test again
again
Y

Test
Test in
in different
different
outdoor
outdoor Y
environment
environment

Update
Update latest
latest version
version
user
user image
image and
and wipe
wipe Y Repair OK
data
data and
and check
check GPS
GPS
N
function
function

Clean
Clean the
the spring
spring by
by
cotton
cotton swab
swab Y
carefully
carefully and
and test
test
GPS again
GPS again

N
Y

Swap
Swap MB
MB and
and
check
check GPS function
GPS function

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 L2 Repair Troubleshooting Guides

3G/4G (SIM) error (24min)

3G/4G (SIM)
error

Check
Check ifif the
the SIM
SIM
support
support 3G/4G(SIM)
3G/4G(SIM)
or
or not
not N

Use
Use another
another SIM
SIM Specific
Specific SIM
SIM
Y
card
card to
to test
test card
card problem
problem

Update
Update latest
latest version
version
user
user image and
image and wipe
wipe Y Repair OK
data
data and
and check
check
3G/4G(SIM)
3G/4G(SIM) function
function

Swap
Swap antenna
antenna
N module
module and
and check
check Y
3G/4G(SIM)
3G/4G(SIM) function
function

Y
Swap
Swap MB
MB and
and
check 3G/4G(SIM)
check 3G/4G(SIM)
function
function

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 L2 Repair Troubleshooting Guides

SIM detect error (18min)

SIM detect
Error

Use
Use another
another SIM
SIM Specific
Specific SIM
SIM
Y
card
card to
to test
test card
card problem
problem

Re-start
Re-start OS
OS and
and
wipe
wipe data and
data and Y
check
check SIM
SIM function
function

Swap
Swap 51
51 PIN
PIN FPC
FPC
and
and check
check SIM
SIM Y Repair OK
function
function

N N

Swap
Swap SB
SB BD
BD and
and
check
check SIM
SIM Y
function
function

Swap
Swap MB
MB and
and Y
check
check SIM
SIM
function
function

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 L2 Repair Troubleshooting Guides

E-Compass error (26min)

E-Compass
error

Check
Check the
the e-
e- Y Repair OK
compass function
compass function

N Y

1.Re-flash
1.Re-flash the
the factory
factory Flash
Flash the
the latest
latest
image
image Y version
version user
user
2.
2. Check
Check e-compass
e-compass image
image
function
function

Swap
Swap MB
MB and
and check
check
e-compass
e-compass function
function

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 L2 Repair Troubleshooting Guides

Gyroscope (26min)

Gyroscope
error

Check
Check the
the
gyroscope
gyroscope test
test Y Repair OK
function
function

N Y

1.Re-flash
1.Re-flash the
the factory
factory Flash
Flash the
the latest
latest
image
image Y version
version user
user
2. Check gyroscope
2. Check gyroscope image
function image
function

Swap
Swap MB
MB and
and check
check
gyroscope
gyroscope function
function

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 L2 Repair Troubleshooting Guides

G-sensor (26min)

G-sensor error

Check the G-
Check the G-
sensor
sensor test
test Y Repair OK
function
function

N Y

1.Re-flash
1.Re-flash the
the factory
factory Flash
Flash the
the latest
latest
image
image Y version
version user
user
2. Check G-sensor
2. Check G-sensor image
function image
function

Swap
Swap MB
MB and
and check
check
G-sensor
G-sensor function
function

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 L2 Repair Troubleshooting Guides

Dock keyboard error (3 hours)

Dock keyboard
error

Update
Update the
the latest
latest
version
version user
user image
image and
and
wipe
wipe data
data and
and check
check
keyboard
keyboard Y

1.
1. Check
Check the
the dock
dock keyboard
keyboard FPC
FPC
connected
connected well
well and
and does
does not
not
damage
damage Y
2. Re-assemble
2. Re-assemble dock
dock keyboard
keyboard
FPC
FPC
3.
3. Check
Check keyboard
keyboard
N Repair OK
N

Swap
Swap dock
dock keyboard
keyboard
and
and check
check keyboard
keyboard Y
function
function

Swap
Swap MB
MB and
and
check
check keyboard
keyboard Y
function
function

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 L2 Repair Troubleshooting Guides

Dock touchpad error (3.5 hours)

Dock TouchPad
Function Error

Update
Update the
the latest
latest version
version
N user
user image
image and
and wipe
wipe data
data
and check Touch board
and check Touch board

1.
1. Check
Check the
the Pad
Pad Station
Station dock
dock
FPC
FPC connected
connected well
well and
and does
does Y
not damage
not damage Y
N 2.
2. Re-assemble
Re-assemble Pad
Pad Station
Station
dock
dock FPC
FPC
3.
3. Check
Check touch
touch board
board function
function

Swap
Swap Pad
Pad Station
Station dock
dock
FPC
FPC and
and check
check touch
touch Y Repair OK
N board
board function
function

1.
1. Check
Check thethe dock
dock touchpad
touchpad
FPC
FPC connected
connected wellwell and
and does
does
not
not damage
damage
N 2.
2. Re-assemble
Re-assemble dockdock touchpad
touchpad Y
FPC
FPC
3. Check touch board
3. Check touch board function
function
isis normal
normal or
or not
not
Swap
Swap dock
dock touchpad
touchpad
N FPC
FPC and
and check
check touch
touch Y
board
board function
function

Swap
Swap Pad
Pad Station
Station
dock
dock FPC
FPC and
and check
check Y
touch
touch board
board function
function

Swap dock MB and

check touch board Y
function

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 L2 Repair Troubleshooting Guides

Docking can’t work (10 min)

Pad Can’t
Recognize dock

1.
1. Check
Check the
the Pad
Pad Station
Station dock
dock FPC
FPC
connect
connect well
well and
and doesn’t
doesn’t damage
damage
2.
2. Re-assemble
Re-assemble Pad
Pad Station
Station dock
dock
Y
FPC
FPC
3.
3. Check
Check the
the function
function

Swap
Swap Pad
Pad Station
Station
dock
dock FPC and
FPC and check
check Y Repair OK
the
the function
function

N
N

Swap
Swap dock
dock hinge
hinge
board
board and check
and check the
the Y
function
function

N
Y

Swap
Swap dock
dock MB
MB and
and
check the function
check the function

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