» Home Access Related Q&A's
» Computers for Pupils Related Q&A's
» Family Fund Related Q&A's
» Power Cable Recall FAQ
Home Access
Support Queries
- How to get support
- For technical support queries call 0800 73 11 784 (9am - 9pm, 7 days a week). Have your serial number ready.
If we diagnose the problem as a hardware fault we will arrange for an engineer to visit and repair the laptop onsite.
Your laptop carries a three year warranty. If your laptop has been stolen ensure that the theft is reported to your local
Police as soon as possible and obtain a crime reference number. For further information on making a claim against the three
year theft insurance contact our support helpline.
- When will an engineer visit?
- If our helpline technicians deem the fault to be with the hardware in your machine an engineer will be booked to carry out a
repair. For calls logged before 3PM an engineer can attend the next business day between the hours of 9 to 5. An alternative day
can be arranged, please ask when raising the service call. An adult must be present when the engineer visits.
If you require an approximate time the engineer will attend, please call the helpline on the day of the visit.
Laptop
- Can I obtain another user manual?
- A manual can be downloaded for your laptop from:
http://uk.computers.toshiba-europe.com/innovation/download_manuals.jsp?service=UK - How do I restore the laptop to factory settings?
- This can be achieved by running recovery, this will erase all data on the laptop. If your laptop is running windows XP tap
the down arrow key on switch on and select Recovery. If your laptop is running Windows Vista tap F8.
Connectivity
- What is included?
- If you purchase a connectivity package you will receive an Orange 3G dongle. This provides one year connectivity with a
maximum achievable connection speed of 3.6Mbps. A 2GB usage allowance applies.
- What is the Usage Allowance?
- Usage allowance, or download limit, is the quantity of data that can be brought down through your dongle per month.
As a guide the 2GB would allow the viewing of over 20,000 web pages. With an average of 100KB per page.
- What do I do if I have problems connecting?
- Ensure that your dongle is inserted in a USB port and the blue LEDs are lit. Double-click on the Orange icon on your desktop
and click on the 'Connect' button. If this button is greyed out ensure that the SIM card is in the dongle. Try moving your laptop
to see if you can obtain a better signal. You dongle uses the same technology as a mobile phone and is subject to network coverage.
If you have any further problems or queries please contact the helpline on 0800 73 11 784 (9am - 9pm, 7 days a week). Ensure that you have
your dongle and case with you when you call as you will be asked for various numbers from your device, including the mobile, IMEI and SIM number. - Why are some websites blocked?
- Websites that are deemed unsuitable are blocked by the Web Defender software.
Inty Webdefender
- User Guide
- Click here for the Inty Webdefender User Guide
- Troubleshooting
- Please click here for the Inty Webdefender Troubleshooting information
Computers for Pupils
Support Queries
- How to get support
- For technical support queries call 0845 880 1680 (9am - 9pm 7 days a week). Have your serial number ready. If we diagnose the problem as a
hardware fault we will arrange for an engineer to visit and repair the laptop onsite. Your laptop carries a three year warranty.
If your laptop has been stolen ensure that the theft is reported to your local Police as soon as possible and obtain a crime reference number.
For further information on making a claim against the three year theft insurance contact our support helpline.
- What will the serial number look like?
- Stone desktop and laptops will be in the format of 123456-123
Toshiba laptops will be in the format of AB1234567C
Samsung laptops will be in the format of AB1234CD123456E
Vye laptops will be in the format of 123A12345
- When will an engineer visit?
- If our helpline technicians deem the fault to be with the hardware in your machine an engineer will be booked to carry out a repair.
For calls logged before 3PM an engineer can attend the next business day between the hours of 9 to 5. An alternative day can be arranged,
please ask when raising the service call. An adult must be present when the engineer visits. If you require an approximate time the engineer
will attend, please call the helpline on the day of the visit.
Connectivity
- What do I do if I have problems connecting?
- For Orange users:
Ensure that your dongle is inserted in a USB port and the blue LEDs are lit. Double-click on the Orange icon on your desktop and click on
the 'Connect' button. If this button is greyed out ensure that the SIM card is in the dongle. Try moving your laptop to see if you can
obtain a better signal. You dongle uses the same technology as a mobile phone and is subject to network coverage.
If you still have problem check the SMS Centre and delete any messages. Remove the dongle from you laptop and remove the SIM card.
Restart your computer, reinsert the SIM card and plug the dongle back in. Reattempt connecting to the network.
If you have any further problems or queries please contact the helpline on 0800 73 11 784 (9am - 9pm, 7 days a week). Ensure that
you have your dongle and case with you when you call as you will be asked for various numbers from your device, including the mobile, IMEI and SIM number.
- Why are some websites blocked?
- Websites which are deemed unsuitable are blocked by your local access provider.
Hardware Problems
- I have no sound from headphones or speakers
- Check volume settings are turned up in Windows and not on Mute.
Check they are plugged into the correct port.
If they are powered speakers checked they are plugged into the mains and are switched on.
Check device manager is not showing any errors with the audio device.
Software Problems
- Windows will not boot on my Stonebook 5500 series laptop
- Ensure that AHCI configuration is Disabled. To do this tap F2 on switch on to enter the BIOS setup utility.
Select the Advanced page and ensure that AHCI configuration is set to Disabled. Press F10 to save and exit and the laptop will restart.
If the problem remains contact our technical helpline on 0800 73 11 784 (9am - 9pm, 7 days a week).
- What do I do if I suspect I have a virus infection?
- Run a full boot-time scan using 'avast! AntiVirus'. To do this start avast! and right-click on the window.
Click 'Schedule Boot-Time Scan…', then Schedule and Yes to restart your computer and perform the scan.
For more help with avast! AntiVirus, please refer to our avast! AntiVirus guide. -
-
-
Family Fund
Support Queries
- How to get support
- For technical support queries call 0845 880 1680 (9am - 9pm 7 days a week). Have your serial number ready.
If we diagnose the problem as a hardware fault we will arrange for an engineer to visit and repair the laptop onsite.
Your laptop carries a three year warranty.
If your laptop has been stolen ensure that the theft is reported to your local Police as soon as possible and obtain a crime reference number.
For further information on making a claim against the three year theft insurance contact our support helpline.
- What will the serial number look like?
- Stone desktop and laptops will be in the format of 123456-123
- When will an engineer visit?
- If our helpline technicians deem the fault to be with the hardware in your machine an engineer will be booked to carry out a repair.
For calls logged before 3PM an engineer can attend the next business day between the hours of 9 to 5. An alternative day can be arranged,
please ask when raising the service call. An adult must be present when the engineer visits. If you require an approximate time the engineer
will attend, please call the helpline on the day of the visit.
Hardware Problems
- I have no sound from headphones or speakers
- Check volume settings are turned up in Windows and not on Mute.
Check they are plugged into the correct port.
If they are powered speakers checked they are plugged into the mains and are switched on.
Check device manager is not showing any errors with the audio device
Software Problems
- Windows will not boot on my Stonebook 5500 series laptop
- Ensure that AHCI configuration is Disabled. To do this tap F2 on switch on to enter the BIOS setup utility. Select the Advanced page
and ensure that AHCI configuration is set to Disabled. Press F10 to save and exit and the laptop will restart. If the problem remains contact
our technical helpline on 0800 73 11 784 (9am - 9pm, 7 days a week).
- What do I do if I suspect I have a virus infection?
- Run a full boot-time scan using ‘avast! AntiVirus’. To do this start avast! and right-click on the window.
Click ‘Schedule Boot-Time Scan…’, then Schedule and Yes to restart your computer and perform the scan.
For more help with avast! AntiVirus, please refer to our avast! AntiVirus guide.
Power Cable Recall FAQ
- Whats is the issue?
- We have a small batch of power cables that have failed PAT testing. A tooling fault on a machine that has produced these has caused a higher than normal resistance within the plug hence a failure.
Stone Computers has always requested that a 5 amp fuse is placed within the plug where other manufactures use a 13 amp fuse. Therefore should there be an issue the fuse should blow and the hardware will cease to have power.
At Stone we take all quality issues seriously and although only a small batch has been highlighted we have decided to replace all power cables supplied between the 3rd of August and the 14th of September 2009 as purely a precautionary measure.
- How can you identify a faulty power cable?
- The affected cable has a 3 pin plug with plastic safety sleeving on all 3 pins. The correct cables only have sleeving on the live and neutral pins (bottom 2 pins only). We advise that all hardware with the power cable having plastic sleeving on all 3 pins is not used with immediate effect. They can be used only when the replacement cable has been fitted.
-
Incorrect Cable - Please Return |
Good Cable
|
 |
 |
- How long before the new power cables arrive?
- The new cables should be with you within the next 24 hours.
- Should I continue to use the hardware?
- Our advice is that you should not use the hardware until the replacement cables are fitted because of this potential PAT test failure.
- Should I return the faulty cables?
- Yes these should be returned for safe disposal by the manufacturer.
- Are you able to install the cables for us?
- No. Due to the sizeable nature of this recall it is not possible to give any assistance to any of our customers and ask that you work with us to overcome this issue together.
- If I have already PAT tested these and they passed should I replace the power cable?
- Yes because of the intermittent nature of the fault.
- How long have you used this supplier?
- For 11 years with no issues whatsoever. No decision has been made about whether we use this supplier going forward until we understand the full nature of the problem.