High Fequency Issues
Medium Frequency Issues
Low Frequency Issues
- Laptop Overheating/Hot to the Touch
1. Possible Causes: (1) Ventilation openings are blocked. (2) Dust accumulation in the fan. (3) Improper usage environment (e.g., using on a bed). (4) Fan malfunction.
2. Solutions: (1) Ensure bottom and side vents are unobstructed. (2) Use a cooling pad. (3) Regularly clean the fan (recommended professional cleaning once a year). (4) Avoid prolonged high-load operation of large software/games. (5) Check if the fan at the bottom case exhaust vent is making a spinning sound; if not, the overheating is likely due to fan failure.
3. If the fan is malfunctioning, please contact the after-sales team via email at moonfishsp@outlook.com or by phone at +1 800-567-1446 for the next steps regarding the warranty policy. - Game Stuttering/Lag During Gaming
1. Possible Causes: (1) Power plan is set to Power Saver. (2) Outdated graphics card drivers.
2. Solutions: (1) Adjust the power plan to "High Performance". (2) Update graphics card drivers to a game-optimized version. (3) Lower in-game graphics settings, turn off V-Sync. - Laptop Shows No Response/Does Not Power On
1. Possible Causes: (1) Ventilation openings are blocked. (2) Dust accumulation in the fan. (3) Improper usage environment (e.g., using on a bed). (4) Fan malfunction.
2. Solutions: (1) Ensure bottom and side vents are unobstructed. (2) Use a cooling pad. (3) Regularly clean the fan (recommended professional cleaning once a year). (4) Avoid prolonged high-load operation of large software/games. (5) Check if the fan at the bottom case exhaust vent is making a spinning sound; if not, the overheating is likely due to fan failure.
3. If the fan is malfunctioning, please contact the after-sales team via email at moonfishsp@outlook.com or by phone at +1 800-567-1446 for the next steps regarding the warranty policy. - Laptop Running Slowly/General Lag
1. Possible Causes: (1) Too many background processes. (2) Insufficient hard drive space (especially C: drive). (3) System has not been updated for a long time.
2. Solutions: (1) Open Task Manager (Ctrl+Shift+Esc), end unnecessary processes. (2) Clean up disk space, uninstall unused software. (3) Regularly restart the computer, update the system and drivers. - Battery Not Charging/Charging Indicator Not Lit
1. Possible Causes: (1) Power adapter failure. (2) Connected to the wrong charging port. (3) Loose charging port. (4) Battery failure.
2. Solutions: (1) Try using another power adapter of the same model. (2) Check the charging port for debris or damage. (3) Connect the adapter to the port indicated by the charging symbol.
3. If you encounter the above issues, please contact the after-sales team via email at moonfishsp@outlook.com or by phone at +1 800-567-1446 for the next steps regarding the warranty policy. - Loud/Abnormal Fan Noise from Laptop
1. Possible Causes: (1) Fan running at high load produces a "whooshing" sound. (2) Foreign object inside the fan or damaged fan blade causes "clicking", scraping, vibrating, or screeching sounds (may occur anytime, especially during startup). (3) Dust accumulation in the fan.
2. Solutions: (1) Avoid prolonged high-load operation of large software/games. (2) Regularly clean the fan (recommended professional cleaning once a year).
3. If there is a foreign object or damaged fan blade, please contact the after-sales team via email at moonfishsp@outlook.com or by phone at +1 800-567-1446 for the next steps regarding the warranty policy.
- Unstable or No Wi-Fi Connection
1. Possible Causes: (1) Outdated drivers. (2) Router issues. (3) Incorrect system network settings.
2. Solutions: (1) Try turning Airplane mode on and off once. (2) Update the wireless network card driver. (3) Reset network settings: Settings > Network & Internet > Network reset. (4) Try connecting to another Wi-Fi network to determine if it's a computer issue.
3. If the issue persists after trying the above solutions, please contact the after-sales team via email at moonfishsp@outlook.com or by phone at +1 800-567-1446 for the next steps regarding the warranty policy. - Touchpad Unresponsive or Not Working
1. Possible Causes: (1) Accidentally pressed the disable shortcut (usually Fn + F1-F12). (2) Driver issues. (3) Settings have been changed.
2. Solutions: (1) Check if the touchpad switch was pressed accidentally (icon usually looks like a touchpad). (2) Update the touchpad driver. (3) Check settings: Control Panel > Mouse > Device Settings. (4) Restart the computer.
3. If the issue persists after trying the above solutions, please contact the after-sales team via email at moonfishsp@outlook.com or by phone at +1 800-567-1446 for the next steps regarding the warranty policy. - Keyboard Backlight Not Lit or Cannot Adjust
1. Possible Causes: (1) Backlight function is turned off. (2) Driver issues. (3) Keyboard hardware failure.
2. Solutions: (1) Try the backlight shortcut key (usually Fn + Spacebar or a backlight icon on F1-F12). (2) Check backlight settings in power management software. (3) Update the keyboard driver. (4) Restart the computer.
3. If the issue persists after trying the above solutions, please contact the after-sales team via email at moonfishsp@outlook.com or by phone at +1 800-567-1446 for the next steps regarding the warranty policy. - Bluetooth Device Cannot Connect or Frequently Disconnects
1. Possible Causes: (1) Bluetooth service not started. (2) Incorrect device pairing information. (3) Signal interference.
2. Solutions: (1) Check if the Bluetooth switch is turned on (physical switch or Fn shortcut key). (2) Delete old pairing records and re-pair the device. (3) Update the Bluetooth driver. (4) Move away from potential interference sources like Wi-Fi routers, microwaves, etc.
3. If the issue persists after trying the above solutions, please contact the after-sales team via email at moonfishsp@outlook.com or by phone at +1 800-567-1446 for the next steps regarding the warranty policy. - Why Is the Laptop Keyboard Not a European Layout?
All our keyboards are US layout (QWERTY). However, we provide keyboard stickers or silicone covers for the corresponding country/language, which can be placed directly over the keys. After receiving the product, simply set the language version in the system settings to use it normally. - Screen Display Abnormalities (Distorted Image, Flickering, Black Screen)
1. Possible Causes: (1) Graphics card driver issues. (2) Loose screen cable. (3) Hardware failure.
2. Solutions: (1) Connect an external monitor to determine if it's a screen issue. (2) Update or reinstall the graphics card driver. (3) Adjust the screen refresh rate (Right-click desktop > Display settings > Advanced display settings). (4) If the external monitor works fine, it might be a screen or cable failure.
3. If you encounter the above issues, please contact the after-sales team via email at moonfishsp@outlook.com or by phone at +1 800-567-1446 for the next steps regarding the warranty policy. - Frequent System Blue Screens/Automatic Restarts
1. Possible Causes: (1) Software conflict. (2) Memory (RAM) failure. (3) Corrupted system files.
2. Solutions: (1) Note down the blue screen error code (e.g., 0x0000001A). (2) Boot into Safe Mode to troubleshoot software conflicts. (3) Run the memory diagnostic tool (Windows Memory Diagnostic). (4) Use a system restore point to recover.
3. If you encounter the above issues, please contact the after-sales team via email at moonfishsp@outlook.com or by phone at +1 800-567-1446 for the next steps regarding the warranty policy. - Stuck on Brand Logo Screen During Startup
1. Possible Causes: (1) Incorrect boot device order. (2) Hard drive failure. (3) Corrupted system files.
2. Solutions: (1) Enter BIOS to check the boot order, ensure the hard drive is the first boot device. (2) Remove external USB devices and restart. (3) Run a hard drive diagnostic tool (e.g., the brand's own diagnostic tool). (4) Attempt system recovery or reinstallation.
3. If the problem is not resolved, please contact the after-sales team via email at moonfishsp@outlook.com or by phone at +1 800-567-1446 for the next steps regarding the warranty policy.
- Mouse Pointer Drifting or Inaccurate
1. Possible Causes: (1) Dirty touchpad surface. (2) Outdated drivers. (3) Accidental palm contact.
2. Solutions: (1) Clean the touchpad surface. (2) Adjust touchpad sensitivity settings. (3) Update the touchpad driver. (4) Connect an external mouse to test if it's a touchpad hardware issue.
3. If the problem is not resolved, please contact the after-sales team via email at moonfishsp@outlook.com or by phone at +1 800-567-1446 for the next steps regarding the warranty policy. - High Fingerprint Recognition Failure Rate
1. Possible Causes: (1) Dirty fingerprint sensor. (2) Poor quality fingerprint enrollment. (3) Driver issues.
2. Solutions: (1) Clean the fingerprint sensor. (2) Delete old fingerprints and re-enroll from multiple angles. (3) Update the fingerprint recognition driver. (4) Increase the recognition requirements in Windows Hello settings.
3. If the problem is not resolved, please contact the after-sales team via email at moonfishsp@outlook.com or by phone at +1 800-567-1446 for the next steps regarding the warranty policy. - Sound Issues (No Sound, Static Noise, Low Volume)
1. Possible Causes: (1) Mute settings. (2) Audio driver issues. (3) Speaker hardware failure.
2. Solutions: (1) Check the volume mixer, ensure no programs are muted. (2) Update the sound card driver. (3) Try connecting headphones to determine if it's a speaker issue. (4) Run the audio troubleshooter.
3. If the problem is not resolved, please contact the after-sales team via email at moonfishsp@outlook.com or by phone at +1 800-567-1446 for the next steps regarding the warranty policy. - Microphone Not Picking Up Sound or Low Volume
1. Possible Causes: (1) Privacy settings denying microphone access. (2) Microphone hardware failure. (3) Sound card driver issues.
2. Solutions: (1) Check microphone permissions: Settings > Privacy > Microphone. (2) Test with different applications (e.g., Voice Recorder, meeting software). (3) Update the sound card driver, check the microphone device status in Device Manager. (4) Test with an external USB microphone to determine if it's a hardware issue.
3. If the problem is not resolved, please contact the after-sales team via email at moonfishsp@outlook.com or by phone at +1 800-567-1446 for the next steps regarding the warranty policy. - Wired Network (Ethernet) Cannot Connect
1. Possible Causes: (1) Damaged network cable. (2) Network card driver issues. (3) Incorrect network settings.
2. Solutions: (1) Test with a different network cable. (2) Check the network adapter status in Device Manager. (3) Update the network card driver. (4) Run the network troubleshooter.
3. If the problem is not resolved, please contact the after-sales team via email at moonfishsp@outlook.com or by phone at +1 800-567-1446 for the next steps regarding the warranty policy. - No Signal or Abnormal Display on External Monitor
1. Possible Causes: (1) Loose or damaged connection cable. (2) Incorrect display mode setting. (3) Incompatible graphics card driver.
2. Solutions: (1) Check if the interface is plugged in firmly, try a different cable. (2) Use the shortcut key to switch display modes (usually Win + P). (3) Update the graphics card driver. (4) Adjust resolution and refresh rate in display settings.
3. If the problem is not resolved, please contact the after-sales team via email at moonfishsp@outlook.com or by phone at +1 800-567-1446 for the next steps regarding the warranty policy. - What Version of the Operating System Does the Laptop Have?
All our computers come pre-installed with Windows 11 Pro. After receiving the product, you can start using it after a simple setup.
- Does My Laptop Come with Office?
Our computers come with WPS pre-installed. WPS is fully compatible with Microsoft Office file formats, allowing you to open and edit Office files seamlessly without format issues. It also supports various document formats like PDF, TXT, RTF, etc. Its functionality is essentially the same as Office!
- Why Does My Laptop Show Only Half the Memory/Hard Drive Space?
Taking a 1TB hard drive as an example, if the available storage space only shows around 475GB, it might be because the disk is not partitioned. You can manually partition the disk by following these steps:
1. Open the "Disk Management" tool: Press the "Win + R" keys, type "diskmgmt.msc", and press Enter.
2. Create a New Simple Volume: Right-click the unallocated space (resulting from shrinking), select "New Simple Volume", and follow the prompts to set volume size, drive letter, file system, etc. Click "Finish" at the end. - Regarding Laptop Size
To measure the screen size of your laptop, use a tape measure or ruler to measure the distance from one corner of the screen to the diagonally opposite corner. Ensure you are measuring the actual screen area, not the surrounding bezel or frame. The number you get in inches is the screen size.
