Christmas Support FAQ

Happy Holidays,

We greatly appreciate you choosing Novatech over the Christmas Period. With the way Christmas has worked out on a Sunday this year, and the coming Bank Holidays, we can understand getting the support you need can be tricky over this holiday period.

Below, you should be able to find some of the most common issues when setting up a new PC, or a new item from us.

New Computer won’t Turn on, or turns on and keeps resetting itself?

The most common cause for this is often caused by accidentally plugging in the Monitor to the wrong position at the back of the Machine. The best bet, is to head to the back and take a look at your connections to see if you have a graphics card installed.

If you do, it will be towards the very bottom below where the Headphone and Microphone 3.5mm jacks are and would be horizontal.

You’ll need to make sure you’re plugging the monitor into those available positions. Remember to turn the whole Computer off and back on again once done

(If this doesn’t work, please try a static discharge, explained further down).

New Hard Drive isn’t being seen within Windows?

Often with new Hard Drives they need to be “initialised” and “Formatted” before you’re able to see it within Windows normally to store files on it. This is a simple task to perform, it’s just knowing the right place to do so.

On your keyboard, you will need to locate the Windows Key + R. Press them together to open up the Run Dialogue box. You’ll need to type “diskmgmt.msc” and press enter. (If you’re on Windows 10 you can also type this within the search box at the bottom of your screen)

This should bring up a whole new Window showing you all the Hard Drives connected to your machine. Often, it will let you know something new has been detected and requires initializing. If not, you just need to search for your new Hard Drive on the list. (You can recognise the correct one as it will indicate there is lots of unallocated space)

Right Click it, and you can initialise and then create a new simple volume. You’ll then be able to use your new drive for storage.

If you’re having trouble installing Windows 7 on a new machine:

It may be because the Computer is running a Skylake Processer. These are one of the newer generation of processors from Intel. Unfortunately they require specific drivers not included within the Windows 7 Installation disc. You will know you have an Intel Skylake processor if it lists your CPU as being of the “6000” generation.

(For example: 6600k, 6700, etc)

If you know this to be the case, please see the following post: Intel 6th Generation "Skylake" Processors - Installing Windows 7 - USB Keyboard and Mouse not working (xHCI driver patch)

If you’re unsure, please send us an email to customer.services@novatech.co.uk, with your Order Number and description of the issue and we’ll be able to check that for you as soon as we’re available.

If you’re looking for Drivers for your new Laptop:

Our Drivers are listed by the Chassis of the manufacturer. You’ll be able to find a list from the following page: Laptop Drivers / Manuals

If you’re unsure on which Chassis you have, you may be able to locate the information from a sticker on the bottom of your Laptop. If you’re unsure, or unable to locate it please send us an email to customer.services@novatech.co.uk, with your Order Number and description of the issue and we’ll be able to check that for you as soon as we’re available and let you know the correct one.

If your issue is not listed, or you’re unsure:

Please feel free to browse the Support Forum, there are often times in which the issue can be found within, but if not please do send us an email across to customer.services@novatech.co.uk, with your Order Number, and we’ll be able to take a look into everything for you.

Static Discharge:

To perform a static discharge, please unplug everything from the unit. This includes any power cables, USB cables, Monitors etc. This way we know we’re fully discharging anything that could have built up on the machine itself.

Once unplugged, you’ll need to hold down the Power Button for 10 seconds, and then give it a few extra quick presses to be sure.

You can now plug everything in and try turning the machine back on again. If this, unfortunately, does not resolve the issue, then please send us an email at customer.services@novatech.co.uk so that we can go through further troubleshooting with you.

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