FAQ


Here you will find a list of frequently asked questions, before contacting support, please review the list below to see if your question has been listed here.

Option 1: Reset your Microsoft account.
Please follow the instructions from Microsoft to recover your password.
https://support.microsoft.com/en-za/help/4028457/windows-10-reset-your-local-account-password

NB: If you don’t have a Microsoft account and forgot your local account password, you can’t recover it.

Option 2: Reset your PC.
Warning: Following these steps will remove all of your data, programs, and settings.

Start your PC and select the Power icon in the bottom right-hand corner of the lock screen.
While holding down the Shift key, select Restart.
On the Boot options menu, select Troubleshoot > Reset this PC > Remove everything.
Your PC will restart and will reset itself.

Please note:
Certain software titles/ applications may exceed the hardware capabilities of the laptop and this should be verified before installation. Any attempt to bypass this restriction through software modification will result in the warranty becoming null and void

No, the graphics processor is not upgradeable.

Please note the following is applicable on ALL L14xx Devices (laptops):

  • The Connex laptops are pre-installed with Windows 10 Home full version
  • The cost of the device includes the Windows 10 Home operating system
  • This is the version recommended by Microsoft for these devices and is the one suited to the capabilities of the device
  • The specific installation of Windows 10 Home is not transferable to another device and is permanently linked to the hardware code of the specific laptop
  • Updates to Windows 10 Home including security updates are frequently sent out by Microsoft and these are automatically installed by the laptop to keep the software updated to the latest and safest version
  • These devices are not designed to run any other operating system including Windows 7, Windows 8 or any other older version of Windows, Remix, Linux, etc
  • These laptops are not recommended for running Windows 10 professional, but should a client insist on purchasing the upgrade and installing it, it is at their own cost and risk as the device will run slower and may not support full functionality
  • Should any client remove or attempt to materially modify the Windows 10 home operating system, other than regular updates pushed by Microsoft or device drivers for peripherals, they WILL invalidate their warranty
  • Re-installation of the Windows 10 Home operating system is possible by our service department but it will:
    • cost for a new Windows 10 Home licence at the market price at the time and
    • require that all information and programs/ apps be deleted from the device
  • The on-board RAM memory is not upgradeable
  • The CPU is not upgradeable
  • The graphics processor is not upgradeable
  • Any upgrade to the user storage by means of a hard drive , SSD or M.2 drive must be carried out by a person technically qualified to do so. Any failure of the laptop or Windows 10 Home operating system as a result of incorrect installation will result in invalidation of the warranty
  • Certain software titles/ applications may exceed the hardware capabilities of the laptop and this should be verified before installation. Any attempt to bypass this restriction through software modification will result in the warranty becoming null and void
  • Any attempt to modify the physical hardware of the device as it was supplied, other than the fitting of a hard drive/ SSD/ M.2 card designed for use on the device, or connection of a peripheral designed for laptop use, will render the warranty null and void

LCD displays are made up of a set number of pixels and each pixel is made from 3 coloured sub-pixels.
Due to the nature of the manufacturing process, occasional defects may occur. Pixel defects or failures cannot be fixed or repaired and can happen at any stage in the LCD’s life. There are two types of pixel defects:

Bright Sub-Pixel: A sub-pixel is displayed as a small white dot on a black pattern.
Dark Sub-Pixel: A sub-pixel is displayed as a small black dot on a white pattern.

Native ResolutionBright Sub-PixelDark Sub-PixelTotal Sub-Pixel
HD1366 x 768≤ 2&le 5≤ 5

Note:
A sub-pixel, less than or equal to 0.5 of a sub=pixel, is excluded from the warranty.

1. Check that the region and language setting is set to the correct location and language options.
If you are experiencing a problem obtaining standard symbols like @ and “, your language settings may have been changed to ENGLISH UK.
To change the language preference back to ENGLISH US or ENGLISH INTERNATIONAL, please click on the ENG UK icon in the bottom right of the screen and select either English US or English UK from the options.

2. Numbers or CAPS LOCK – Check whether the Num Lock or Caps Lock keys are enabled.

1. Try a different SD card.
2. Restart the laptop.
3. Check if the drivers for the device are installed correctly.

1. Check if Wi-Fi is enabled.
2. Disable the Wi-Fi and enable it.
3. Run a Windows troubleshoot from the notification box in the bottom right of the screen. Windows will advise on the error you experiencing.

Windows default settings do not notify a user of low battery. To turn notifications on, go to Settings > System > Power & Sleep, click on “Additional Power Settings” on the right hand sidebar, select your laptop power plan, click “Change Advanced Power Settings”. Look for Battery > Low battery notification and set “Plugged in” to “On”.

1. Un-install Apps that you don’t need on the device, or close applications that are running in the background.
2. Turn off any functions that you’re not using (EG: Bluetooth or WiFi).
3. Lower the screen brightness.

1. Try using another charger with the same voltage as your current charger.
2. Check that the battery light is on – if not, check the connection to the plug.
3. Connect the device to the charger and allow to charge uninterrupted for at least one hour.

To get your student version of Office 365, please follow this LINK and follow the instructions on the page.

Please note the following is applicable on ALL L14xx Devices (laptops):

  • The Connex laptops are pre-installed with Windows 10 Home full version
  • The cost of the device includes the Windows 10 Home operating system
  • This is the version recommended by Microsoft for these devices and is the one suited to the capabilities of the device
  • The specific installation of Windows 10 Home is not transferable to another device and is permanently linked to the hardware code of the specific laptop
  • Updates to Windows 10 Home including security updates are frequently sent out by Microsoft and these are automatically installed by the laptop to keep the software updated to the latest and safest version
  • These devices are not designed to run any other operating system including Windows 7, Windows 8 or any other older version of Windows, Remix, Linux, etc
  • These laptops are not recommended for running Windows 10 professional, but should a client insist on purchasing the upgrade and installing it, it is at their own cost and risk as the device will run slower and may not support full functionality
  • Should any client remove or attempt to materially modify the Windows 10 home operating system, other than regular updates pushed by Microsoft or device drivers for peripherals, they WILL invalidate their warranty
  • Re-installation of the Windows 10 Home operating system is possible by our service department but it will:
    • cost for a new Windows 10 Home licence at the market price at the time and
    • require that all information and programs/ apps be deleted from the device

Connex devices are designed to operate with Microsoft Windows 10 Home and have the licensed Windows installation files embedded in the device. Installation of any other operating system is at the user’s own risk and we cannot guarantee support on any other operating system. Further, please note that the installation of any OS other than Microsoft Windows 10 64-bit voids your warranty.

Please follow this link to visit Microsoft for further details.

Please note the following is applicable on ALL L14xx Devices (laptops):

  • The Connex laptops are pre-installed with Windows 10 Home full version
  • The cost of the device includes the Windows 10 Home operating system
  • This is the version recommended by Microsoft for these devices and is the one suited to the capabilities of the device
  • The specific installation of Windows 10 Home is not transferable to another device and is permanently linked to the hardware code of the specific laptop
  • Updates to Windows 10 Home including security updates are frequently sent out by Microsoft and these are automatically installed by the laptop to keep the software updated to the latest and safest version
  • These devices are not designed to run any other operating system including Windows 7, Windows 8 or any other older version of Windows, Remix, Linux, etc
  • These laptops are not recommended for running Windows 10 professional, but should a client insist on purchasing the upgrade and installing it, it is at their own cost and risk as the device will run slower and may not support full functionality
  • Should any client remove or attempt to materially modify the Windows 10 home operating system, other than regular updates pushed by Microsoft or device drivers for peripherals, they WILL invalidate their warranty
  • Re-installation of the Windows 10 Home operating system is possible by our service department but it will:
    • cost for a new Windows 10 Home licence at the market price at the time and
    • require that all information and programs/ apps be deleted from the device

By letting Windows update, you will be adding extra features and added security to your computer. There are methods in place which allow you to safely reduce the amount of memory these updates take up. (See our section on “Storage Sense”)

Please note the following is applicable on ALL L14xx Devices (laptops):

  • The Connex laptops are pre-installed with Windows 10 Home full version
  • The cost of the device includes the Windows 10 Home operating system
  • This is the version recommended by Microsoft for these devices and is the one suited to the capabilities of the device
  • The specific installation of Windows 10 Home is not transferable to another device and is permanently linked to the hardware code of the specific laptop
  • Updates to Windows 10 Home including security updates are frequently sent out by Microsoft and these are automatically installed by the laptop to keep the software updated to the latest and safest version
  • These devices are not designed to run any other operating system including Windows 7, Windows 8 or any other older version of Windows, Remix, Linux, etc
  • These laptops are not recommended for running Windows 10 professional, but should a client insist on purchasing the upgrade and installing it, it is at their own cost and risk as the device will run slower and may not support full functionality
  • Should any client remove or attempt to materially modify the Windows 10 home operating system, other than regular updates pushed by Microsoft or device drivers for peripherals, they WILL invalidate their warranty
  • Re-installation of the Windows 10 Home operating system is possible by our service department but it will:
    • cost for a new Windows 10 Home licence at the market price at the time and
    • require that all information and programs/ apps be deleted from the device

No you should not do this. Your copy of Microsoft Windows will connect to the Microsoft servers and activate by itself provided you have setup a Microsoft account on your computer and you are connected to the Internet. Simply type “Activate Windows” into the search bar and follow the instructions on the page which opens.

Please note the following is applicable on ALL L14xx Devices (laptops):

  • The Connex laptops are pre-installed with Windows 10 Home full version
  • The cost of the device includes the Windows 10 Home operating system
  • This is the version recommended by Microsoft for these devices and is the one suited to the capabilities of the device
  • The specific installation of Windows 10 Home is not transferable to another device and is permanently linked to the hardware code of the specific laptop
  • Updates to Windows 10 Home including security updates are frequently sent out by Microsoft and these are automatically installed by the laptop to keep the software updated to the latest and safest version
  • These devices are not designed to run any other operating system including Windows 7, Windows 8 or any other older version of Windows, Remix, Linux, etc
  • These laptops are not recommended for running Windows 10 professional, but should a client insist on purchasing the upgrade and installing it, it is at their own cost and risk as the device will run slower and may not support full functionality
  • Should any client remove or attempt to materially modify the Windows 10 home operating system, other than regular updates pushed by Microsoft or device drivers for peripherals, they WILL invalidate their warranty
  • Re-installation of the Windows 10 Home operating system is possible by our service department but it will:
    • cost for a new Windows 10 Home licence at the market price at the time and
    • require that all information and programs/ apps be deleted from the device

No. Before considering any format of the computer, please contact our call centre and ask for a Connex specialist who will guide you through the correct process to repair the software issue before any formatting which should only be a last resort. The number is 010 023 0492

Please note the following is applicable on ALL L14xx Devices (laptops):

  • The Connex laptops are pre-installed with Windows 10 Home full version
  • The cost of the device includes the Windows 10 Home operating system
  • This is the version recommended by Microsoft for these devices and is the one suited to the capabilities of the device
  • The specific installation of Windows 10 Home is not transferable to another device and is permanently linked to the hardware code of the specific laptop
  • Updates to Windows 10 Home including security updates are frequently sent out by Microsoft and these are automatically installed by the laptop to keep the software updated to the latest and safest version
  • These devices are not designed to run any other operating system including Windows 7, Windows 8 or any other older version of Windows, Remix, Linux, etc
  • These laptops are not recommended for running Windows 10 professional, but should a client insist on purchasing the upgrade and installing it, it is at their own cost and risk as the device will run slower and may not support full functionality
  • Should any client remove or attempt to materially modify the Windows 10 home operating system, other than regular updates pushed by Microsoft or device drivers for peripherals, they WILL invalidate their warranty
  • Re-installation of the Windows 10 Home operating system is possible by our service department but it will:
    • cost for a new Windows 10 Home licence at the market price at the time and
    • require that all information and programs/ apps be deleted from the device

Activating your Windows will allow you free access to any Windows updates including security updates which will help prevent your computer from being compromised or picking up a nasty virus. It will also connect you as the owner of the device on the Microsoft network and allow you access to your data on multiple platforms including other computers and mobile smartphones, Xbox, etc. Should you ever need to re-install Windows on your computer, you will need a Microsoft activated device together with your username and password, otherwise you may need to purchase a new copy of Windows.

Please note the following is applicable on ALL L14xx Devices (laptops):

  • The Connex laptops are pre-installed with Windows 10 Home full version
  • The cost of the device includes the Windows 10 Home operating system
  • This is the version recommended by Microsoft for these devices and is the one suited to the capabilities of the device
  • The specific installation of Windows 10 Home is not transferable to another device and is permanently linked to the hardware code of the specific laptop
  • Updates to Windows 10 Home including security updates are frequently sent out by Microsoft and these are automatically installed by the laptop to keep the software updated to the latest and safest version
  • These devices are not designed to run any other operating system including Windows 7, Windows 8 or any other older version of Windows, Remix, Linux, etc
  • These laptops are not recommended for running Windows 10 professional, but should a client insist on purchasing the upgrade and installing it, it is at their own cost and risk as the device will run slower and may not support full functionality
  • Should any client remove or attempt to materially modify the Windows 10 home operating system, other than regular updates pushed by Microsoft or device drivers for peripherals, they WILL invalidate their warranty
  • Re-installation of the Windows 10 Home operating system is possible by our service department but it will:
    • cost for a new Windows 10 Home licence at the market price at the time and
    • require that all information and programs/ apps be deleted from the device

The RAM on this device is soldered directly onto the motherboard and cannot be upgraded.

Type “Storage” in the search bar, select “Storage – System Settings” and allow Windows to manage your storage automatically by enabling “Storage Sense”.

Click Start then open “Settings”.

Once in Settings go to system.

Once in System go to Storage.

From Here turn on Storage sense, this will automatically remove windows apps and games that you have not used or played in a long time, it will also automatically delete files that are older than 30 days from your recycle bin. To change the settings for this, select “Change how we free up space”.


Here you can select what you want Storage sense to do and you can perform a disk clean from there by clicking Clean now.

To choose where window stores your documents, music, video, pictures and apps, click Change where my content is saved.

Then you can choose where you want your files to be save by default. Once you have chosen where you want to store your files click Apply to apply the changes.

To see what is using up the space on your computer and safely delete what you don’t need on your computer, click on “This PC” (Your C: drive).

Here you can see in a bit of detail what is using up all of your storage, to remove temporary files click on “Temporary Files”.

Choose what you would like to delete and then click on “Remove files”.

To remove Apps and Games that you don’t want, click on “Apps & Games”.

From here you can un-install the Apps that you don’t want installed.

You have a few options to solve this:
1. Use a USB flash drive, a Micro SD card or an external hard drive to store your data.

2. Empty your recycle bin by right clicking on it, and selecting “Empty Recycle Bin” from the menu that appears.

Open your recycle bin by clicking on the icon

Recycle Bin

Click on “Empty Recycle Bin”.

Empty Recycle Bin

Confirm the action by clicking “Yes” on the dialogue box that opens.

Confirm Empty Recycle Bin

Note:

  • Certain software titles/ applications may exceed the hardware capabilities of the laptop and this should be verified before installation. Any attempt to bypass this restriction through software modification will result in the warranty becoming null and void
  • Any upgrade to the user storage by means of a hard drive , SSD or M.2 drive must be carried out by a person technically qualified to do so. Any failure of the laptop or Windows 10 Home operating system as a result of incorrect installation will result in invalidation of the warranty
  • Any attempt to modify the physical hardware of the device as it was supplied, other than the fitting of a hard drive/ SSD/ M.2 card designed for use on the device, or connection of a peripheral designed for laptop use, will render the warranty null and void

There are a few ways in which you can upgrade your device’s storage:
1. You can use a USB flash drive up to 128GB in size.
2. You can use a Micro SD memory card (Also known as a TF card) up to 128GB in size.
3. You could also use an external hard drive up to 4TB in size.

Note:

  • Any upgrade to the user storage by means of a hard drive , SSD or M.2 drive must be carried out by a person technically qualified to do so. Any failure of the laptop or Windows 10 Home operating system as a result of incorrect installation will result in invalidation of the warranty
  • Any attempt to modify the physical hardware of the device as it was supplied, other than the fitting of a hard drive/ SSD/ M.2 card designed for use on the device, or connection of a peripheral designed for laptop use, will render the warranty null and void