Please narrow down the error using the following points: - Which error occurs exactly? - When does the error occur? - Do you find that a software interaction or something similar is connected to the error? - What means of diagnosis have you already tried?
Please contact us quoting the above points and your customer & order number via email to email@example.com or call 0341/246 70 40. After our support staff has reviewed your specific situation you will receive a freeway ticket for self-submission of your device. For Germany we will also be able to arrange the pick-up of your device from a German site of your choice. Please note that we cannot pinpoint the date of collection by DHL. If you are not present at the time of pick-up, DHL will leave a freeway ticket for self-submission for your use. Pack your laptop with power supply, with battery and power cord but WITHOUT software media,. Please use side panels made of styrofoam to cushion the notebook inside the package. Furthermore please also pad the entire space of the carton. Glue the cardboard well and remove any old shipping labels. You will receive a RMA number (transaction number) from our support team which should be written legibly on your package. Please download the RMA request form . Please fill in completely. Missing information may result in delays in the processing of your RMA process. In case of a malfunction of a single replaceable component, we offer the option of a preliminary exchange. In this case we will send you a replacement component in advance and after receiving it, you send back the defective parts. This fast and easy solution is preferably applied in cases of drive failure and defective RAM chips.
There are ways to manually search for the cause of the error yourself before contacting us. This may allow us to help you more quickly. Especially when there are errors with load processes, blue screens (BSOD), freezing, dropouts, inexplicable errors (e.g. "memory read error") or problems during startup and shut down of your laptop, it may be very useful to first test your RAM and/or your hard drive(s) for any defects. This is very simple, can be done quickly and provides distinct and usable results. RAM and hard disks can be replaced by us by advance replacement very quickly: we will send you new components, please return faulty components after receiving them. Please also read the FAQ entry Can I unscrew my laptop? Or am I losing the guarantee?
For your independent diagnosis you will need two free, bootable CD's.
"MemTest86 +" to test the memory http://www.memtest.org/#downiso For the Boot CD, select "Pre-Compiled Bootable ISO (.zip)"; for creating an USB stick, select "Auto-installer for USB Key".
Both programs can be downloaded in ISO file form and may be burnt to CD or DVD. The easiest way to do it is the following: Save ISO file on hard drive -> right click on the ISO file -> Open With -> Windows burner for disk images
Please boot from these disks to start the test runs. Let us know your test results after you are finished.
Warning: Before "SeaTools for DOS" can recognize your hard drive, go into the BIOS under "Advanced Options" to SATA port to "IDE" (compatibility). Please undo this change to your SeaTools Test again after your test is done.
Unfortunately a similar software for verification of Solid State Disks (SSDs) does not yet exist at this time. In such cases, only indirect test methods or tests using replacement SSD will give an indication.
Once Memtest86 + finds even one single error, the memory is considered defective and therefore must be replaced. You can then abort the test. However, it can sometimes take several hours before Memtest86 + encounters an error. Therefore, we recommend to run this test overnight. If it has not shown any no errors after this long period, you can assume that the RAM is working properly.
Memtest86 + is unable to allocate the error to a specific RAM module. To find out which RAM module is defective, you can individually test each bolt(the other RAM should be physically removed)
If Memtest86 + freezes and can no longer be cancelled by pressing Ctrl + Alt + Del, you are probably encountering a problem with the motherboard or the power supply.
We strongly advise you to do a complete backup of your personal data before starting any tests!
All these tests are of course voluntary. An implementation of these tests does not affect the validity of your warranty and our offer of a pickup & return service/
Note: Technical problems can often be the result of an infection by computer viruses or malware. This is especially the case when many different problems occur that have no apparent connection. In that case the cause of failure might be a virus infection. In such cases, formatting the system hard drive and reinstalling the operating system is recommended.
Sometimes, however, antivirus programs may also provide for a limitation of the system stability. Especially when you have trouble accessing files and folders, or when connecting via LAN and WLAN delays, crashes or other irregularities, a virus scanner that is set too aggressively may be the cause. This can happen from one day to the next - e.g. when an automatic update of the recognition algorithms of the virus scanner causes an incompatibility with another system component. In such cases, the only helpful solution is to uninstall the virus scanner to test whether it is causing the problem.
Problems connecting USB hard drives are often the result of insufficient power supply. Especially with cheap hard disks it is possible that the demand for energy is not covered by the USB specifications. The exclusive use of Y-cables is not required on the USB specifications and unfortunately always leads to the fact that data transfer rates vary or that some transfers are cancelled completely. We therefore recommend the use of external hard drives with a separate power supply. Other causes of problems with USB memory devices can be:
The use of USB2.0 cables with USB3.0 peripherals
USB cable of poor quality
So If you experience problems with USB storage devices, please first check whether the above-mentioned Factors could play a role. Defects in USB controllers are extremely rare. Our experience shows that 99% of USB problems are due to software problems or the use of unsuitable or overloaded peripherals.
Problems with the wireless receiver may have a variety of causes. Wi-Fi is a highly complex technology, digital content is broadcasted via the medium "air"- it is a so-called "shared medium", a medium that is used by many people at the same time. These are first of all, the wireless networks of neighbors, bluetooth connections, auto-theft devices and door opener, microwaves, baby monitors and more. All of these applications use the 2.4 GHz frequency band or work in adjacent / overlapping areas. In order to not give rise to confusion and you do not suddenly have the neighbor's toddler in the ear during your Skype calls, complex mechanisms are needed by which to ensure that all data packets are clearly marked and encrypted and that all wireless subscribers whenever possible only alternately send signals and not simultaneously. Since the WLAN standards over time received many updates, revisions and improvements (a / b / g / n / ac), connection problems and incompatibilities cannot be avoided completely. In this article we want to explain to you how to get these problems under control.
Special Case # 1: if in a brand new notebook driver installation of the WLAN module fails (and you are sure that you are using the correct driver), then it may help to connect to a network cable for a short while (RJ45). Thus, the networking subsystem is called from its "Deep Sleep" state and permanently activated.
Special Case # 2: the new module (F.e.Intel Dual Band Wireless AC 7265) restricts the wireless connection speed when it is in sleep mode. To fix this, open Windows in the "Advanced Power Management Settings", select "Wireless Adapter Settings" and define both mains and battery operation modes to "High performance".
1. Wi-Fi Driver Update
If you are using a very new Wi-Fi module (or a very new OS), sometimes a simple driver update can already eliminate problems. You can find the latest drivers, either in our download area or on the manufacturer websites (mainly Intel, Qualcomm, Realtek, Broadcom). Proceed as follows: Download
New driver package.
Old Driver: Control Panel -> Uninstall Programs
In Bigfoot / Qualcomm Killer modules: possibly "the Killer Cleaner" used to remove all driver-radicals.
The previously downloaded new driver package install
2. Firmware Updates for your router
Especially if you are using a wireless module with the new AC standard, it may happen that older routers are not able to work together with them. The AC standard is downward compatible though. Still many customers have reported that they with their new AC module (e.g. Intel Dual Band Wireless AC 7260) sporadic disconnections, which can be resolved with a router firmware update. Each router has a different firmware and each router manufacturer offers different update mechanisms. Some routers can update directly via the integrated web interface, for some you first have to download the update file from the manufacturer's website. In some cases it happens that it is possible to update directly from the provider combi devices from wireless router and DSL / cable modem only remotely. To learn how to bring your wireless router to the latest version, please contact the manufacturer of your router or (if it is a loan) your Internet service provider. In 99% of cases, the firmware updates or instructions are in the manufacturer's support area. Note: some wireless routers are reset to factory settings after a firmware update. Please keep a LAN cable ready, you longer have access to the Wi-Fi after the update in those cases. If your wireless router is at the same time your DSL / cable modem, please keep the write down the Internet data of your Internet provider before the firmware update.
3. Disable security / tuning software / uninstall
How to tuning already explains that low-level security and tuning software may interfere with system and network stability. This is especially true for software in conjunction with the killer modules of Bigfoot or Qualcomm Atheros, as these are equipped with an extensive package control. Disable your security software (firewalls, virus scanner) and check to see if the situation improves by doing so. In some cases, an improvement also occurs only after a complete uninstallation of security software as a simple deactivation may not remove all the supposed protection functions from the system.
4. Router settings change
If your wireless problems do not improve even after a firmware update, you can try to change a few other settings. Because sometimes it happens that Wi-Fi module and routers should indeed speak the same language, but then they have small "disagreements" and do not harmonize. The web interface of a wireless router usually offers multiple configuration options which you can try while troubleshooting. Often these settings are hidden behind an "Expert Mode", or you must select the "manual Wi-Fi settings" - each router manufacturer handles this a little differently, but ultimately the choice of settings is always quite similar.
The following applies to all or setting changes of your wireless router: document your changes. Especially when you change the encryption settings (WPA), please pay close attention to which wireless password you specify here. If you leave the Wi-Fi password as it is, then the other participants in your Wi-Fi might not even notice anything. If you exclude yourself from your WLAN yourself by the changes you have made, please have a LAN cable ready to connect your laptop to the wireless router again. Should all attempts fail - you are no longer be able to connect to your router - the best help is in the end the reset button. Each router has a tiny button that you must push with an unfolded paper clip for 5-10 seconds. This will reset your router to factory settings - but you would then need to re-enter the data of your internet provider re-enter (if you are using a combination device of router and DSL / cable modem).
WPS (Wi-Fi Protected Setup) disable. This feature is there to connect to the WLAN as simply as possible (e.g. via "Push Button Configuration"). In practice, however, it can also cause problems. We therefore recommend that you disable this feature and connect via SSID ("Name of the WLAN") and shared WLAN password.
WPA / WPA2 switch. Many routers feature a standard hybrid mode in which both WPA and WPA2 are used as encryption method. Some (especially older) wireless modules cannot cope with that. Because WPA2 does not offer any advantages to private users, we recommend switching to simple WPA without hybrid mode. It is not recommended to use "WEP"- this standard is outdated and is easily cracked.
Changing channels. The Wi-Fi standards offered in most countries are 11-13 radio channels (in Japan even 14) in the 2.4 GHz frequency band. Many routers are set by default to automatically select the best wireless channel. Sometimes it will not find the best channel though. It is better, therefore, to select a channel yourself, which is quite free from other wireless networks. To find out in which areas of your home which channels are particularly busy, we recommend apps like Wi-Fi Analyzer (Android) or inSSIDer (Windows PC). Unfortunately no comparable app exist for iOS as iOS does not allow low-level access to the built-in iPhone / iPad Wi-Fi module.
Switch between 2.4 Ghz and 5Ghz wireless frequency bands. Many wireless routers and modules can transmit in 5Ghz. This ability is also referred to as "dual band". Some routers are set so that they can transmit simultaneously in both bands. This may well have its advantages, but it can also cause problems. With frequent disconnections, you can try to select only the 2.4 GHz band or the 5GHz band. But beware: in the exclusive 5Ghz mode your Wi-Fi cannot be used with devices, which are not dual-band capable. This applies especially to older and / or cheap equipment. In order to bring these devices back into your Wi-Fi, you would have to activate 2,4Ghz.
Switch between a / b / g / n / ac standards All these various WLAN standards build on each other and are actually downward compatible. Most routers are adjusted so that they support multiple standards simultaneously. In rare cases, this can also cause problems. Therefore please try each individual standards separately. It is a good orientation to check which standards are supported by your devices. The standard "b" and "g" are supported by virtually all devices available on the market. Although these standards do not provide the highest net transfer rate, they are more than enough for frequent internet use.
We hope that these hints and tips in resolving any potential wireless trouble will help you stay frustration free. Should none of these measures help and software can be excluded to 100% as a source of the problem, there are still two possibilities: either the Wi-Fi module and router simply do not mix with each other or the Wi-Fi module is simply defective. In both cases, the Wi-Fi can be taken out individually and replaced - sending the notebook to us is not absolutely necessary. Please just contact our support staff on the matter.
If you think that some of the fonts look very blurred when using certain applications or text fields, there might be a problem with the internal DPI setting. Please use the following steps to manage the problem:
Press Win+X and open your control panel
Open the "Display" section or "Appearance and Personalization"-> "Display"
Select the box "Manual choose scaling stage for all display devices"
To be clear here: just a very small percentage (one-digit %) of all shipped displays have visible defective pixel.
Defective pixel occur in LCD panel due to technological and production reasons. A HD+ panel with 1.600 x 900 pixels for example is made out of 4.32 million single tiny panel cells that are controlled by tiny transistors, a Full HD panel (1.920 x 1.080) is made of 6,22 million. With such a huge number, despite the highest quality standards it is possible that one or more individual cells do not work perfectly and are permanently on or off. The result is that there are constantly lit or constantly black pixels on the screen.
The ISO Standard 9241-307 defines quality classes, thus ensuring transparency in relation to warranty claims from end users, distributors and wholesalers to manufacturers. With the commitment to ISO fault classes monitor manufacturer commit to comply with the respective corresponding standards in their series production. The pixel error classes are oriented to - as in the table below explains - the number of defective pixel, and the specific type of error. The pixel number of errors is defined in each case per 1 million pixels
We distinguish the following three types of errors: - Error type 1: constantly bright pixel - Error type 2 : constantly black pixel - Error type 3: defective subpixel either constantly bright (red, green, blue) or constantly black
The ISO fault classes are defined as follows:
Maximum Number Type 1
Maximum Number Type 2
Maximum Number Type 3
All laptops sold by Schenker Technologies meet Class II, unless otherwise indicated. Should there be more than the maximum permissible error pixels on your screen, please contact us via mail at firstname.lastname@example.org showing the number and type of pixel errors.
If not your device is no longer within the warranty period or the warranty is canceled by an external influence (liquid damage, mechanical damage), you can of course still send it to Schenker Technologies to create a cost estimate. Please send us an email to email@example.com with an accurate description of the issue - then you will receive a RMA number for sending in your device.
Batteries are hazardous waste and should not be disposed of with regular household waste. Please properly dispose of your battery. Suitable containers are available in shops which sell batteries, specialised shop and the local collection points. If in doubt, send us your battery, so that we can dispose of it properly.
The problem could now be attributed to a firmware bug that occurs with certain constellations of EC and BIOS version and motherboard revision. To fix this, we provided a software package, which you can download by following the link below.
How to install "NEO-RELOADED" Software/Firmware package:
1. deinstall old ControlCenter (GamingCenter)
2. flash EC 1.37.09
3. flash BIOS N.1.09
4. execute "XMG_6Z.exe" from Folder "XMG-NEO-15-M18_ECWRITE.zip"
5. install new ControlCenter version 188.8.131.52
6. Enter BIOS Setup and select "Load Setup Defaults"
Please note: the one-time tool "XMG_6Z.exe" only has to be executed once in the lifetime of the laptop. It writes permanent values into the mainboard regarding the usage of 180W power supply. The tool does not need to be run again for future BIOS updates.
Backlight bleeding refers to bright halos or bright areas on the screen that are primarily visible when viewing dark content such as games or movies. Those halos usually appear at the edge of the display and are caused by a different arrangement of liquid crystals in the display, which can penetrate different amounts of light.
How is backlight bleeding created?
IPS displays consist of several layers, which are exactly superimposed at different angles. Even the slightest deviation in the stratification can trigger a slight pressure inside the display, which slightly shifts the liquid crystals. As a result, more light can penetrate in some places than at others. The resulting halos are called bleeding.
What can I do against backlight bleeding?
Unfortunately, you can not do anything about this phenomenon. Even a change of the display will not fix the circumstance of the backlight bleeding. Submitting the device is therefore unnecessary in most cases.
Schenker Technologies relies on high quality standards in the production of its products, which minimizes the impact on the user. Unfortunately, due to technical reasons, it is not possible to completely rule out backlight bleeding.