Issues with your laptop – Winchester

The Laptop Computer and Hardware Policy, including new laptop requests and Refresh / replacement computer guidelines for 2-year and 3-year renewal cycles. Computer hardware standards are set based on Role, Department, and IT Policy.

Is your computer damaged or in need of repair? Submit a Request

DISCLAIMER: Due to the ongoing COVID-19 Pandemic and the inherent limitations of working from home, there maybe delays in upgrade requests. Eligible upgrade requests will be worked from oldest to newest and will be upgraded when stock levels allow.

If you still have questions after reading this article, please visit our Help Center where you can browse content, chat with a Service Desk Agent, or submit a ticket.

To Troubleshoot issues with your laptop:

1. Your computer does not turn on

You press the power button, and nothing happens. One common laptop problem is a complete failure for the device to turn on, and it can leave you without access to your important files and programs. If the laptop seems like it is dead and does not make any sounds or light up, there are a few possible causes and solutions.

First, make sure your computer is charged. If you believe it has been charged, your AC adapter might have failed. You can test the AC adapter with a voltmeter or test a new adapter. If your AC adapter isn’t to blame, the DC jack may have failed, keeping power from your computer, or the issue is with your motherboard.

2. The screen is blank

If your laptop shows signs that it is on, such as lights or sounds, but the screen remains blank, you are left unable to use your computer. This issue can be particularly frustrating because your machine appears to be functional except for the screen. First, try to unplug your laptop from its power source and remove the battery. Press and hold the power button for about a minute before plugging it back in and restarting your computer. Finally, replace the battery and restart the laptop again.

If that process does not work, you may be experiencing a memory failure. Check that the memory modules are making contact with the slot. It may be necessary to replace the memory modules altogether.

You can also try removing components like your hard drive, modem, or keyboard to determine what is causing the issue. If your screen is still blank after these tests, the motherboard or processer is likely to blame.

3. Laptop turns on and off repeatedly

You may power on your laptop only for it to turn off and on again on its own. The laptop may shut down completely, or you could be left with a flickering display that makes it impossible to see the screen. Start by checking your memory modules or replacing them. If that does not resolve the issue, your motherboard may be to blame.

4. The laptop makes weird noise while running

Most laptops make some noise when they are on, typically the whirl of the device’s fan. However, you may notice your laptop making more unpleasant sounds while it is running. If you notice a grinding noise or a rattling sound, you need to check the cooling fan.

If your laptop is still making noises even if the fan is not spinning, the sound is likely coming from your hard drive; You can back up your important files and data before replacing the hard drive.

Sections in this Article

*Only eligible departments will be provisioned Engineering Spec or PC computers. Reference each section for details.

NOTE: This policy is updated based on the availability of hardware from the manufacturer. Specs and availability may differ in each region or office location. Local offices must deplete all previous inventory when a new product is released or the standard is changed. This policy is subject to change at any time.

Global Equipment Policy

For more information on the rules governing our hardware policies, please read this documentation.

New Laptop Request: Refresh / Renewal Policy

Standard computers are eligible for renewal after 3 years. Refreshes are based on the date the computer was provisioned.
Engineering Spec computers are eligible for renewal after 2 years. Refreshes are based on the date the computer was provisioned.

Repair Costs

Standard Device Repair Cost: $150 + Parts if necessary

Screen Repair
Case Repair
Battery Repair
Fan Repair
Keyboard Repair

Advanced Device Repair Cost: $300 + Parts if necessary

CPU Related
GPU Related
Memory Issues
Motherboard Repair

Device Replacement: Cost per Device Type

About Personalization

You are permitted to personalize your laptop. While we appreciate your desire to make the computer a bit more unique, when you are eligible for a laptop refresh we ask that you please return it to us in the same condition it was received (normal wear & tear is expected). This includes removing all stickers and personalization prior to returning the device.

Hardware Standards

Standard Computer

2020 13" MacBook Pro Configuration:

2.0GHz quad-core 10th-generation Intel Core i5 processor, Turbo Boost up to 3.8GHz
13-inch Retina display with True Tone
Touch Bar and Touch ID
Intel Iris Plus Graphics
16GB 3733MHz LPDDR4X memory
512GB SSD storage
Four Thunderbolt 3 ports
Backlit Magic Keyboard - US English

NOTE: Local offices must deplete all previous-generation inventory when a new product is released before deploying updated hardware.

Engineering Spec Computer

2020 16" MacBook Pro Configuration:

16-inch MacBook Pro (Silver)
2.6GHz 6‑core 9th‑generation Intel Core i7 processor, Turbo Boost up to 4.5GHz
32GB 2666MHz DDR4 memory
AMD Radeon Pro 5300M with 4GB of GDDR6 memory
512GB SSD storage
16-inch Retina display with True Tone
Four Thunderbolt 3 ports
Touch Bar and Touch ID

Windows PC Computer

PC Configuration:

Lenovo X1 Carbon (black) - US & APAC
- Dell XPS - EMEA ONLY
Current Gen Core i7
Windows 10 Pro 64-bit
16 GB RAM
512 GB SSD
NVMe
13 - 15" IPS 1920 x 1080 (Full HD or Equivalent Display)
UHD Graphics 620

NOTE: The IT Team is not able to accommodate requests for "custom built" or upgraded spec PCs

Remote Employees

A Standard Spec 13" Apple MacBook Pro will be provided by IT (unless your Department is defined for a different model, listed above)
For all other hardware such as a monitor and peripherals, they can be requested based on our Working From Home policies. You have the option of purchasing your own monitor/peripherals and expensing them with your manager's approval.
We encourages users who work remotely to contact IT while you are visiting/training at an office or campus to acquire some accessories to avoid shipping/back-billing costs.

Privacy Screens

Privacy Screens are available in limited regions.

Laptop Privacy Screen:

MacBook Pro 13"
MacBook Pro 16"

External Monitor Privacy Screen:

Lenovo 24"
Lenovo 27" (4K)

Regional Availability

AMER & EMEA - IT can provide a Privacy Screen in these regions. The cost of the privacy screen will be billed to the department of the requester. Manager approval is required.

APAC - IT is not able to provide privacy screens due to not being able to purchase in these regions.