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Follow the instructions on your device to set it up. The setup procedure will mimic the setup procedure of a new computer.

Every device leaves us ready to use, with Windows 10 or 11 installed. Devices come preinstalled with Edge, a web browser and Launchpad, our digital literacy platform.

Yes! Your computer may ask you to update after first setup - that's totally normal! If your computer asks you to upgrade Windows versions, for example Windows 10 to Windows 11, please contact us for more information.

Work through these in order:

1. Check the power cable at both ends, and try a different outlet - a dead power bar is a common culprit.
2. If it's a laptop, plug it in and leave it for 30 minutes. A dead battery sometimes won't respond immediately.
3. Look and listen for any sign of life - a light, or a fan spinning. That tells you whether it's a power problem or a display problem.
4. Hold the power button down for 15 seconds, release it, then press it once normally.
5. On a desktop, confirm the monitor is powered on and its cable is seated at both ends. The computer may be running fine with nothing reaching the screen.

Still nothing? Contact us and tell us what you saw at each step - we'll be able to assist you!

1. First, ensure your device supports Wi-Fi by checking the rear of the welcome card you received. If your laptop does not support Wi-Fi, then you'll need an ethernet connection.
2. Check if any other devices can connect to the same Wi-Fi network - it'll tell you if your network or device is having issues.
3. On a laptop, make sure Wi-Fi isn't switched off.
4. Forget the network in your Wi-Fi settings, then add it again and retype the password carefully.
5. Restart the computer, and unplug your router for 30 seconds before plugging it back in.
6. Move closer to the router to rule out a weak signal.

1. Most desktops don't have built-in speakers for playing audio - so you'll need external speakers or headphones.
2. Check the volume and mute in two places - the system volume, and the volume inside the app or website you're using.
3. Open your sound settings and confirm the right output device is selected. Devices often default to the wrong one after headphones have been plugged in.
4. Restart the computer.

1. Restart it. Putting your computer into sleep mode constantly does not let it "refresh", the quickest fix is usually restarting it.
2. Close browser tabs you aren't using.
3. Check how much free storage you have. If your storage is almost full, consider deleting some files.
4. Uninstall any apps that you don't use.

Worth knowing: refurbished machines are older by definition. Everyday work - browsing, documents, video calls, schoolwork - should feel fine. Video editing, 3D work and video games will not run on this hardware.

1. Empty the recycle bin (it should be located on your desktop) - deleted files still occupy space until you do.
2. Clear out your downloads folder. It collects far more than most people expect.
3. Move photos and videos to free cloud storage or a USB drive.
4. Uninstall apps that you do not use.

Laptop batteries are consuabmle parts - they wear out with age and use, and a refurbished laptop may well have a battery with limited life left in it. The machine will still work normally plugged in.

If you have the means to, consider purchasing a new battery if your laptop's battery is hotswappable (removable without any tools), if not, please let us know and we'll see what we can do.

Please contact us and include what the device is, what happened, the serial number, and anything that appears on screen.