Fixing hardware issues

If you can’t sign into your Windows computer, even though your username and password are correct, here are some possible reasons:

• If you’re using a portable device off-campus for the first time, make sure you log in while still on the UNSW campus. This sets up your user profile on the device, which needs a connection to the UNSW network. Once your profile is set up, you can log in anywhere.
  
• If you’re trying to log into a desktop computer that hasn’t been used in a long time, it might have been marked as inactive and disconnected from the UNSW network. A Digital Support team member can reconnect it for you.
  
• In some areas, only specific users are allowed to access certain computers. This might apply in certain labs or for specific groups of users.
  

When your PC shows a Windows Update screen, it usually means updates are in progress. Sometimes, the screen shows how far along the update is. If the update seems stuck or is taking too long, you can contact the IT Service Centre.

If the update percentage doesn’t change after a minute or two, try pressing CTRL+ALT+DEL.

If an update has been running for several hours, you can safely turn off your PC by holding down the power button for 10 seconds. After that, restart the computer, and it should work normally.

If your Windows device won’t start, here are a few things you can try:

For desktops:

• Unplug the power cable from the device or wall socket.
  
• Hold down the power button for 15 seconds to fully discharge the device.
• Plug the power cable back in and try turning the computer on. This may fix the issue.

For laptops & tablets:

• Unplug the power adapter from the device.
  
• Hold down the power button for 15 seconds.
• Plug the power adapter back in and try turning the device on. It may start working again.

For all devices & displays:

• Check for lights on the power button or hard drive. If the lights are on but the screen is blank, you might have a display issue.
  
• Check your display cables or docking station to ensure all connections are secure.

If you’re having problems with your computer’s monitors, here are a few things to check:

• When did the monitors last work? Did anything change, like moving the setup or rearranging cables?
  
• Make sure the display cables are properly plugged in and connected to the correct ports, as some computers have multiple display outputs.
• Review your display settings and graphics settings (like Intel control panel).
• Restart the computer and see if the display shows any signal during the boot-up process. Sometimes a full reboot can fix the issue and get the monitors working again.

If you're having connectivity issues visit our Connecting to Wi-Fi information page.

If your system isn’t running well, you can ask Digital Support for help. We’ll investigate what might be causing your PC’s performance problems. Possible reasons for slow performance include:

• Hardware that’s old or outdated.
  
• Hardware running an old operating system or needing a fresh setup.
• Software that’s using too much memory and processing power.

Here are some issues you might be able to fix on your own:

• Running too many software applications at the same time, like having lots of browser tabs open or using multiple graphics-intensive programs at once.
  
• Not properly shutting down and restarting your computer regularly. Over time, this can lead to slower performance until the system is rebooted.

If your system isn’t working properly or has been damaged, the Digital Support Team will need to assess the issue.

We may need to schedule a time with you to inspect the system and determine the problem.

If the issue is serious or the equipment is damaged, we might need to arrange a repair with the manufacturer.

If the equipment is damaged, there will be a repair cost. The Digital Support Team will assess the damage and decide if repair or replacement is the better option. The UNSW warranty only covers manufacturing defects.

The Digital Support Team can only arrange repairs for UNSW-approved and purchased PCs, Macs, and related peripherals (like mice, keyboards, displays, and docks).

To request a repair or check if your equipment is covered by UNSW’s warranty agreements, you’ll need to submit a support request with the following details:

• PC or Mac Serial Number.
  
• Location of the equipment (Building, Level, Room Number).
• Best contact number.