Trying to type things causes programs to crash immediately after switch on???

[jowolth34]

Hi all,

I have just bought a brand new Sony Vaio SV-E1711C5E which was delivered last Wednesday. This is my 6th Vaio in a row and have never had a problem like this before! The laptop is i7 with 8GB RAM so I would NOT expect it to be sluggish, unless I am doing something wrong?!

Issue is, when I first switch the laptop on I open Chrome to use the internet and the attempt to type anything in the address bar causes the program to hang in a not responding state for about 8 mins until I either force shutdown of the program or leave it well alone to sort itself out. This happens also in IE and in word, from this I have deduced that the typing of anything before the laptop has had about 10 mins idle time after switch on causes the program to crash. What. The. Hell?!!!

I realise that sometimes when you have just opened a program after switch on, it takes a few secs to sort itself out and might freeze for a miniscule amount of time; this is acceptable I would not be surprised by it. This actually opens the homepage, as if it's ready to go, and then hangs when I try to type for at least 8 mins. Exactly the same with Word, it opens a blank page but as soon as I try to type it hangs. After the laptop has been switched on for about 10 mins I can close and open programs and type as I wish. I must add that it is not whirring away like it is still switching on for those 8 mins, it switches on, goes to desktop and opens Chrome in just a few seconds as I would expect from the performance power of it and seems perfectly ready to go. I might also add that when the home page has opened I can click about on the page and that does not cause the hanging thing, only when I type.

I really have no idea what it could be, I have never come across anything like this before so any suggestions would be greatly appreciated?!

I have tried to contact Sony about this but become utterly enraged with this horrendous site which says 'Click here to contact us by email or phone' so I go there and select 'Vaio' then get directed to a page where my only option of contact is to ring a premium rate 09 number (I don't think so!!!) which also says on the same page that number is not to be used if laptop was bought in the UK?! Where the hell is the option to contact when it WAS bought in the UK then?! God!!!! Anyway that is a whole other ball game and if I can't get any joy from here or their sales number (which just happens to be a 0845 free to call number) I will just pack it back up, send it back and cancel my payment. Soooo annoyed by this I can barely express it in words. When you pay nearly £1000 for a laptop you expect it to work, or at least be able to ring somebody up to ask about it if it doesn't.

I really hope somebody has some ideas about this as it just seems bizzare to me!

Many thanks

Jo

Message was edited by: -Cass-

[rich912 · Accepted solution]

Hi Jo,
This is often referred to as the lazy support solution, but as your Vaio is new I suggest that a return to factory settings would be the first resort. Have a look at the user guide for guidance:

http://www.sony.co.uk/support/en/product/sve1711z1rb

If that doesn’t resolve the issue then raise a case with Support. Contact details are as follows – as far as I am aware these details are up to date:

RegistrationTo enable us to provide you with the level of support you would expect from SONY, we ask you to register your VAIO.If you want to register online, please click the registration button.

If you want to register with our registration team, please call the number below
0870 240 2410
(Fixed: 0.08£/min)

Please note that you will be asked for the serial number and for the date of purchase of your SONY VAIO.
Click here if you need help retrieving the serial number.

Help & SupportOnce your SONY VAIO has been registered, we can offer you a range of ways to get in touch with SONY VAIO-LINK.If your SONY VAIO is in warranty, please call
0870 240 2408
(Fixed: 0.08£/min)

If your SONY VAIO is out of warranty, please call
0905 0310006
(Fixed: 0.35£/min)

If you purchased your SONY VAIO in a non-European country, please call
0905 0310006
(Fixed: 0.35£/min)
If your SONY VAIO is covered by a VGPE-VPPS onsite repair warranty, please call
0870 8500976
(Fixed: 0.08£/min)
Note that you will need to enter your Warranty Pack Number (9 or 11 digit number starting by ‘4’) to access the VPPS premium support line. You will find this Warranty Pack Number on the sticker on the cover of your VPPS booklet.

Rich

Message was edited by: rich912

[jowolth34]

Thank you Rich for your suggestion and information

I restored it to factory settings last night and I *think* it is fixed yeyyy!! Only got to try it once because it was late when it finished restoring but I will check more tonight.

Thanks for taking the time to help me, I was very confused what the problem could be!

Jo

[rich912]

You’re welcome Jo
Fingers crossed that you will have no more problems.
Rich