Frequently Asked Questions

What is Malware?2018-08-29T15:37:30-05:00

Malware is a type of software that can damage or disable computers and related systems. It has to be installed on a computer before it can cause problems. However, this can happen much more quickly than you think. For example, just downloading a file from a website could result in malware on your computer. Once opened, it can damage files, and it can even slow down your computer by using up valuable resources.

What is the “Blue Screen of Death”2018-08-29T15:36:44-05:00

The “Blue Screen of Death” is a Microsoft Windows-related STOP error. Usually, it indicates a serious problem, most likely hardware- or driver-related.

I cannot open email attachments2018-08-29T15:35:38-05:00

If you have ever encountered an attachment that you couldn’t open, it was probably because you didn’t have the software necessary to view the file. The usual suspect is the .pdf file, for which you can download a free PDF reader. If your problem involves a different file format, a quick search on the attachment’s file extension (the three letters after the period in the filename) should tell you what type of program you need. If the attachment lacks a file extension (which might happen if it was renamed), adding it back should set things right.

My Wi-Fi keeps disconnecting2018-08-29T15:34:46-05:00

Confirm that your computer is within range of your wireless router. Weak signals mean weak connections. Next, make sure your PC’s wireless card has the latest drivers. Try letting Windows troubleshoot for you by right-clicking the Wi-Fi icon in the taskbar and selecting Troubleshoot problems.

My printer will not print2018-08-29T15:33:49-05:00

Let’s assume that your printer’s drivers are up-to-date, and that it has enough paper and ink or toner to print. Try turning the printer off and on. Unplug the printer and plug it back in. Check your printer’s print queue by looking for the printer icon in the system tray and double-clicking it. The print queue shows you the status of each job as well as the general status of your printer. Ensure that ‘Use Printer Offline’ isn’t checked. Sometimes, printing while your printer is turned off can cause Windows to set your printer to work offline, and that can stall jobs sent later.

I keep seeing ‘There is a problem with this website’s security certificate’2018-08-29T15:32:39-05:00

Sometimes the biggest problems have the easiest fixes. According to support technicians, the lion’s share of issues are due to an incorrect system clock. Website security certificates sync up with your computer’s clock. Old computers in particular run the risk of having a dead CMOS battery—the watch battery in your computer that keeps its system clock ticking. Click the clock in the system tray and select Change date and time settings to correct any issues.

Web Browser does not look right?2018-08-29T15:31:47-05:00

Browser hijackers are a particularly nasty breed of malware. Such programs take over your Web browser and can stealthily redirect your Google searches and other queries to fake pages meant to steal your personal information or to further infect your system. Running a real-time antivirus utility is the best way to stay safe. If your browser has already been hijacked, uninstall the browser and use your antivirus program in conjunction with Malwarebytes to remove the intruder.

What is USB 3.1 and how does it differ from USB 3.0 and USB 2.0?2018-08-29T15:30:52-05:00

USB 3.1 is the improved version of connection interface based on USB 3.0. The theoretical maximum data signalling rate of USB 3.1 is 10Gbps. The operation in 5Gbps data rate is also known as USB 3.1 Gen1. The operation in 10Gbps is also known as USB 3.1 Gen2.

The USB 3.1 standard is backward compatible with USB 3.0 and USB 2.0.

USB 2.0/3.0/3.1 Comparison Table

USB Generation USB 2.0 USB 3.0 USB 3.1
Backward Compatibility USB 1.1 USB 1.1/2.0 USB 1.1/2.0/3.0
Max. Transfer Rate 480Mbps 4.8Gbps 10Gbps
Max. Current 500mA 900mA 5A
First Available 2001 2009 2014

There are two types of USB 3.1 connectors available. One is the popular and backward-compatible Type-A connector. The other is the new and future-proof Type-C connector. The Type-C connector is introduced by USB Implementers Forum (USB-IF) in the USB Type-C Specification 1.0. The Type-C connector is a new small reversible-plug connector for USB 3.1 devices. The Type-C plug will be used at both host and device sides, replacing multiple Type-B and Type-A connectors and cables.

The wheel on my mouse isn’t working properly, what do I do?2018-08-29T15:29:06-05:00

If you’re running any version of Microsoft Windows and are encountering issues with the mouse wheel, first attempt to adjust the mouse settings through the Mouse Properties window. This window can be accessed by opening the Control Panel and double-clicking the Mouse icon.

Why is my mouse acting erratically?2018-08-29T15:24:55-05:00

Users who have an optical mechanical mouse (most common mouse for desktop computers) are likely experiencing erratic behaviour because the mouse is not clean or is dirty. If you’ve cleaned the mouse and continue to encounter issues and this mouse has worked in the past fine unfortunately your mouse is likely defective. One additional test that can be done to help determine if this is the case or not is to connect the mouse to another computer. Otherwise we suggest replacing the mouse.

There are black borders on my screen, what do I do?2018-08-29T15:23:36-05:00

If the resolution was recently changed it is possible for the monitor to not auto adjust or shift to the correct size. If this occurs, the resolution can be changed back to the original setting or you can manually adjust the monitor. If a black border exists on the monitor it can generally be resolved by manually adjusting the horizontal or vertical width. Because each monitor is different, the method of adjusting this setting will vary; consult your monitor documentation.

I get a ‘no signal input’ message, what do I do?2018-08-29T15:18:50-05:00

Verify that the monitor is properly connected in the back of the monitor as well as to the back of the computer. If the monitor appears to be connected properly, verify that a cable is not lose by disconnecting all cables that can be disconnected in the back of the monitor (generally the data cable cannot be disconnected). Next, disconnect the data cable connected to the back of the computer and then reconnect the cable. When connecting the cable in the back of the computer ensure the cable connection is tight. Most Computers will also have screw ends that can be screwed in to hold the connector in place.

What do I do if the image on screen is distorted or skewed?2018-08-29T15:15:53-05:00

You may receive a distorted image when the cable is loose or defective. Disconnect the video cable going from the back of the computer and verify that no pins are bent, burnt or broken. Once verified re-connect the monitor cable. If the refresh rate is not properly set the monitor may have a wavy or an appearance that lines are going down or across the monitor slowly or fast, this may also cause a flickering affect. A distorted image can be caused by magnetic or other types of interference. Verify no speakers, fans or other magnetic devices are close to the monitor.

There is no display on the monitor, what do I do now?2018-08-29T15:14:28-05:00

Make sure the monitor is on. If no power light (green or orange light) is seen on the monitor display try pressing the power button until it comes on. If your computer monitor was on and you stepped away from the computer and upon returning it was black, it’s likely that the computer is asleep. Try moving your mouse, clicking the mouse buttons, and/or pressing any key (space bar) on the keyboard to wake it up. Make sure that the monitor is connected properly to the back of the computer.

What do I do when my computer crashes?2018-08-29T15:02:39-05:00

There are many reasons why a computer may just stop working or “freeze”. Most of the time there isn’t much we can do about it, it is a fact of life that computer programs have become so complex that occasionally users will experience problems even when performing common tasks. When your computer no longer responds to keyboard commands your best bet is to restart the computer.

System recognizes less RAM than what has been installed2018-08-07T13:56:10-05:00

If you installed a total of 4GB of memory, the system will detect less than 4GB of total memory because of address space allocation for other critical functions, such as:

  • System BIOS (including motherboard, add-on cards, etc…)
  • Motherboards resources
  • Memory mapped I/O
  • Configuration for AGP/PCI-Ex/PCI
  • Other memory allocations for PCI devices

Different onboard devices and different add-on cards (devices) will result in a different total memory size. Example; on an SLI system, since PCI Express graphic cards will occupy around 256MB, another 256MB will be occupied after you install a 2nd PCI Express graphic card. Hence, only 2.75GB of memory is left if two SLI cards are installed while 3.0GB memory is left with one graphic card.

This limitation applies to most chipsets and to Microsoft Windows 32-bit version operating systems. With a Windows 32-bit version of the operating system, we recommend that you have less than 3GB of total memory installed. If more than 3GB memory is required for your system, then these two conditions must be met:

  • The memory controller which supports memory swap functionality must used. Chipsets later than Intel 975X, 955X, Nvidia NF4 SLI Intel Edition, Nvidia NF4 SLI X16, and AMD K8 CPU architecture support memory swap function.
  • Installation of a Windows 64-bit Operating System, which can address more than 4GB of memory.
How to clear CMOS2015-10-07T15:44:21-05:00

There is a CMOS  Jumper :

  • Turn OFF the computer and unplug the power cord.
  • Move the jumper cap from pins 1-2 ( default ) to pins 2-3. Keep the cap on pins 2-3 for about 5-10 seconds, then move the cap back to pins 1-2.
  • Plug in the power cord and turn ON the computer.
  • Hold down the key during the boot process and enter BIOS setup to re-enter data.
  • There is a CMOS  switch on the back I/O of the motherboard.
  • Press down the “clr CMOS” switch on the back I/O.
  • Hold down the key during the boot process and enter BIOS setup to re-enter data.
  • The “clr CMOS” switch will not function if the CLRTC_SW jumper is moved to the disable position.Ensure to re-enter your previous BIOS settings after you clear the CMOS.

You do not need to clear the RTC when the system hangs due to CPU overclocking. With the C.P.R.( CPU Parameter Recall ) feature, shut down and reboot the system so the BIOS can automatically reset CPU parameter settings to default values.

Cannot connect to the Internet2015-10-07T15:40:40-05:00

Check the LAN settings in the BIOS, re-install the OS and install the chipset and LAN drivers downloaded from the official website

If there is yellow question mark or exclamation mark before the network card in the Device Manager, please re-install the OS and drivers. If the problem persists, please contact our service center.

If there is no yellow question mark or exclamation mark before the network card in the Device Manager, go to Control Panel/ Network Connections/Local Area Connection, the network cable is shown as “un-plugged(X)”, check the network cable/router/switch/ modem /other network peripherals and network port, or plug network cable to another system.

In Control Panel/ Network Connections/Local Area Connection is disabled (grey), please enable (right click and choose “Enable”) to test. If the problem persists, disable firewall (if applicable), search for and remediate any viruses, re-install the OS and drivers. If the problem persists, please contact our service center.

In Control Panel/ Network Connections/Local Area Connection is shown as “Limited or no connectivity” (yellow exclamation mark)”, troubleshoot using the following steps:

  • Right click and choose ”repair”
  • Un-plug and re-plug the network cable
  • Check server DHCP settings, IP configuration, seek advice from your Internet Service Provider
  • Restart
  • Re-connect the network or access IP
  • Skip the router and connect to the Modem directly
  • Turn off other computers in the same network to avoid any IP conflicts

There is no abnormal situation in Control Panel/ Network Connections/Local Area Connection, troubleshoot using the following steps:

  • Try to access the IP or Static IP automatically
  • Un-plug and re-plug the network cable
  • Check server DHCP settings, IP configuration, seek advice from ISP
  • Restart
  • Re-connect the network or access IP
  • Turn off other computers in the same network to avoid any IP conflicts
  • Check the MAC address (You can follow the commands: “ Start”—“ All Programs”—“ Run”,
  • Please input “ ▪ cmd”, and then input “ ipconfig/all” to check MAC address

If the network card is not recognized in Device Manager, please contact our service center.

System is slow or freezes frequently2015-10-07T15:40:16-05:00

Freezes/Hangs during POST

If new hardware has recently been installed, disconnect new hardware in order to test system. After POST and before entering OS (if possible) enter safe mode, un-install the drivers and software, reboot and reinstall. If you cannot enter safe mode reinstall the OS.

Freezes/Hangs after entering OS

Check the CPU temperature and the heat transfer of the chassis. If the temperature is normal, perform virus scan.

Freezes/Hangs when running certain applications or games

Please update by loading any new patch available from the corresponding website

Audio issues2015-10-07T15:39:51-05:00

There is a yellow question mark before the audio device in Device Manager; install the patch “MICROSOFT UAA Function Driver for High Definition Audio” for the operating system and re-install the audio driver. Install the operating system and load the latest audio device driver.

There is a yellow exclamation mark before the audio device in Device Manager; un-install all the drivers related to the audio device and install the patch “MICROSOFT UAA Function Driver for High Definition Audio” for the operating system. Restart the PC, if the problem still persists, run system recovery or re-install the operating system and load the  latest audio device driver.

The audio device could not be recognized in Device Manager; Load the default BIOS, making sure the onboard audio function is enabled in BIOS. Re-install the operating system.

No output or input from the rear panel; Adjust the audio settings in the control panel, if problem persists load the  latest audio device driver.

No output or input from the front panel; Check if there is any output / input from the rear panel, if not follow this troubleshooting steps:

  • Change to [AC97] mode in the BIOS (if the front panel module is AC97 compliant)
  • Adjust the audio settings in the control panel
  • Check if the front panel is connected correctly
  • Try swapping for another chassis front panel connector

Sound is low; Adjust the audio settings in the control panel, close all sound resources including SPDI/F, MIC, update the audio driver, change the audio device.

Sound with noise; could be caused by a magnetic field, try moving the computer, adjust the audio settings in the control panel, close all sound resources including SPDI/F, MIC, update the audio driver, change the audio device.

CPU fan is noisy2015-10-07T15:39:08-05:00

Check to see if the CPU fan has any signs of physical damaged

Verify that it is properly connected to the motherboard

Clear away and dust or debris. The CPU fan may occasionally require lubrication

If the CPU fan is always running at a high speed;

  • Check BIOS settings
  • If the problem only appears when the CPU load is high, you will need to verify the software running on your system
How to check for power supply failure2015-10-07T15:38:20-05:00

Check the voltage selector on the power supply (115v/230v) to ensure that it is set to the correct standard for your geography.

Try an alternate power cable to test for cable function.

If the power LED on the motherboard is on, try to boot up via the power pin on the motherboard and check if all the hardware devices are properly connected.

If you cannot boot up via the power pin, please open a service request.

If the power LED on the motherboard is not illuminated please open a service request.

Cannot enter OS2015-10-07T15:37:55-05:00

During POST:

  • Un-plug any newly added devices to see if the issue disappears
  • Keep the necessary components (a CPU, a memory module, and a graphic card) on board to test
  • If the problem is solved with minimal system hardware, please add the devices one by one to determine which part is causing the fault
  • If the problem still remains with minimal system hardware, please open a service request

During Windows LOGO loading:

  • If the PC can enter safe mode successfully, enter OS safe mode and uninstall any newly installed driver or software
  • If the PC cannot enter safe mode, back up the important data and re-install the OS
No display when power on, beep codes2015-10-07T15:37:24-05:00

Make sure all cables are properly connected and the power is on, clear the CMOS

If the PC does not POST please see above FAQ article

When powering up listen for beep codes

  • 1 long 2 short beeps indicates a memory issue:
    • Clean the golden contacts of the memory module
    • Clean the memory slots
    • Leave only one memory module to test
    • If convenient, please change different memory modules to test again
  • 1 long 3 short beeps indicated graphics card issue:Clean the golden contacts of the graphics card
    • Clean the graphics card slots
    • Try to test the onboard graphics card if there is onboard video integrated
    • If convenient, please change to a different graphic card to test again
  • 5 short beeps indicate a CPU issue:
    • Check whether the CPU is in the motherboard manufacturer’s CPU support list
    • Check whether there is any damage to your CPU or CPU socket
    • Check whether the CPU fan is correctly connected
    • Check whether the ATX_12V power cable is connected well
    • If possible try to test with another CPU