Additional information

• Where possible, run an F10 diagnostics and provide a screenshot of the resulting code.
• Check to see if BIOS updates and drivers are up to date.

For power issues

• If the device has a pinhole reset, has it been tried?
• If the device is not charging through USB-C, provide a close-up photo of the USB port to show no damage.

For screen issues

• Provide a photo of the screen.
• Connect an external monitor to see if the issue is just on the laptop screen or if it is reproduced on an external monitor.

For keyboard issues

• Connect an external keyboard.
• Is the issue confined to the inbuilt keyboard, or is it replicated on an external keyboard?
• If keys are not working, does the issue happen outside of Windows?

Frequency

• Does the issue happen all the time, intermittently or after a while?

Lenovo tickets

• Answer any requests from Lenovo for further information promptly to prevent them from cancelling tickets.
• Getech does not have visibility of emails sent by Lenovo technicians. If you respond to any requests for additional information, copy-in helpdesk@getech.co.uk so we can monitor progress.