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Advisor for problems with Alza PC

Thank you for purchasing our Alza PC. We believe that you will be fully satisfied with it.
If the build does not behave as it should, the following lines should help you troubleshoot the problem. If the above
procedures do not help, it will be necessary to send the PC to our warranty centre. All images contained in this
manual are for illustrative purposes only and are intended as a reference guide.

Table of Contents
Advisor for problems with Alza PC .................................................................................................................................... 1
Reinstalling the Windows operating system..................................................................................................................... 3
BIOS Update ...................................................................................................................................................................... 8
Checking component wiring / cabling............................................................................................................................. 13
Activation of Office 2019/2021 with AFOLB in selected Alza TopOffice PC models....................................................... 15
Reinstalling and reactivating Office 2019/2021.............................................................................................................. 21
Initializing/checking the added disk ................................................................................................................................ 37
Reset BIOS ....................................................................................................................................................................... 41

If you own a stock build (not Alza Individual) with

the operating system pre-installed, connect your
PC to the internet and wait for all Windows
updates to be performed. This operation may
take 1-2 hours. After a subsequent reboot, the
The Windows operating system is not system will be reactivated. Stock kits are
activated. activated using the DOEM digital license that is
paired with the motherboard, so no Product Key
(i.e. sticker with activation code) is included with
the PC.

When I log in to Windows, I get the It is necessary to reinstall the operating system,
Default_User account, which is disabled. see page 3, chapter Reinstalling the Windows
operating system

Make sure to install the antennas supplied with

Weak Wi-Fi signal. the Wi-Fi card/motherboard.
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The fans are only switched on when a certain

GPU fans are not spinning. temperature is reached (50° - 60°). This is not a
defect, but a feature of the graphics card

Install the latest updates. If the problem persists,

reinstall the operating system, see page 3
PC crashes to the blue screen of death / Reinstalling the Windows operating system/ or
behaves abnormally. perform an Update_BIOS, see page 8.

If you are unable to turn on your computer after

unpacking it, check for loose cables or
The PC won't turn on. components during shipment, see Checking
component connections on page 13.

If the PC is switched off immediately after

switching on, by briefly pressing the power
button, the PC runs but does not output an
image. So check that you have the monitor
plugged correctly into the output on the graphics
The PC turns on but has no image output. card and not the motherboard. Alternatively,
check the graphics card wiring in the PC, see
page 13 Checking component wiring
If the power button needs to be held off longer
then try repositioning the main memory, check
the wiring. Alternatively, perform a BIOS reset –
see page 42

Unable to install the graphics card driver, code This is a graphics card fault and we need to claim
43 is displayed. the computer to replace it.

When you first start Office, you need to activate

I have a problem with the activation of Office, and pair it with your Microsoft account. This
which is part of Alza TopOffice. account is then used for any reinstallations.
Please follow the instructions for Activating
Office on page 8.

If the additional disk is not visible in the

Windows does not display the hard drive. operating system, it is possible that the disk was
not initialized, or the cables have jumped, see
page 38 Initializing/checking the added risk
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Reinstalling the Windows operating system

You will lose all your data during reinstallation, so
back up your data first!!!

1. Restore to factory settings

When you factory reset Windows 10, you can choose to keep or remove the files, and then reinstall Windows. You
can restore your computer to factory settings from the Settings app:

• Select Start > Settings > Update & security > Restore.
• Under Restore your computer to factory settings, select Run, and then select one of the options: either with or
without preserving your personal files.

2. Clean installation of the Operating System

If a factory reset did not help, you can try a more advanced "clean" installation of the operating system:

First, you need to create a USB flash drive for installation. If you do not have one, download the Media Creation Tool
via the link https://www.microsoft.com/cs-cz/software-download/windows10 to create the installation media.

OS installation:

1. Insert the installation media (USB flash drive / DVD) into the PC.

2. Restart your computer. If the computer does not start automatically from the USB media or DVD, you may
need to open the boot menu or change the boot order in the BIOS settings. If you want to open the boot
menu or change the boot order, you usually need to press a certain button immediately after turning on the
computer, here it depends on the motherboard manufacturer, you can find this out either from the build
sheet that came with the PC or by entering the BIOS (using the Delete key immediately after turning on the
PC).

Motherboard Keyboard
shortcut
ASUS F8
GIGABYTE F12
MSI F11
ASROCK F11
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3. Once the installation is loaded, the first page displayed is the language and time preferences. If the settings
do not match your preferences and can be changed, change them.

4. At this point, let's assume you want to install the new Windows 10 system. Surprisingly, there's a single
button in the middle that says "Install". Click it.
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5. You now have the option to enter the product key for your Windows 10 licence. Do so. In case you don't
have it, you can now proceed with the installation and activate Windows when it is fully functional. So
continue by clicking on "Next" or "I don't have a Product Key", both options will let you continue with the
installation.

6. If you are prompted to select a system version in the next step, select the one for which you have already
purchased a key or was part of the Alza PC stock set.
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7. Since you have opted for a clean install, click on the bottom "Custom" option. However, please note that a
"clean" install will lose all data that is on the affected disk.
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8. Now select the disk drive on which you want to install Microsoft Windows 10. It is also a good practice to
format the disk drive. Just keep in mind that formatting it will erase all data from it.
9.

10. Wait for all installation processes to complete. The actual installation of Windows 10 is now approaching.

Once the installation is complete and you are logged into the operating system, run Windows Update
Start -> Settings -> Update & Security -> Find Updates
Alternatively, download the drivers directly from the motherboard manufacturer's website.
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BIOS Update
When you have problems with your PC, the BIOS Update can be helpful to fix bugs, improve performance and improve
system stability.
This is a more advanced procedure but can be done without any problems if done correctly.

First of all, you need to find out the specific model of the motherboard, you can find out by using the build sheet that
came with the computer. Alternatively, you can find out the name of the motherboard directly in the BIOS, which you
can access by pressing the DELETE key after turning on the PC.
Depending on the manufacturer of your motherboard, the BIOS update may vary, so here are the procedures for
ASUS, MSI, ASROCK and Gigabyte motherboards, the pictures are only illustrative.

1. For ASUS motherboards

here is a link to -> video on how to update the BIOS on ASUS motherboards

• Once you have found the model of the board, search for that model on the ASUS website
(e.g.:https://www.asus.com/cz/Motherboards-Components/Motherboards/TUF-Gaming/TUF-Gaming-Z590-PLUS-
WIFI/HelpDesk_BIOS/)
and download the latest version, see picture, which I then copy to a formatted USB flash drive
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• Then reboot the PC and enter the BIOS (using the Delete key) and click on Advanced Mode -> Tool -> and run
ASUS EZ Flash 3 Utility using the explorer to find the file with the new BIOS version and run the BIOS update,
Do not turn off the PC during BIOS update, let the process finish, otherwise the motherboard may not work!

When the PC is finished, it reboots and by entering the BIOS, you can check if the BIOS version is up to date.
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2. For MSI motherboards

here is a link to -> video on how to update BIOS
After finding the model of the board, search for that model on the MSI website and download the latest version,
see picture. Copy the file to a formatted USB flash drive.

• Then reboot the PC and enter the BIOS (using the Delete key), see pictures.
Click on M-Flash, find the file with the new BIOS version and start the BIOS update.
Do not turn off the PC during BIOS update, let the process finish, otherwise the motherboard may not work!

When the PC is finished, it reboots and by entering the BIOS, you can check if the BIOS version is up to date.
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3. For ASROCK motherboards

here is a link to -> video on how to update BIOS
After finding out the model of the motherboard, search for that model on the ASROCK website
(e.g.: https://www.asrock.com/mb/amd/x370%20taichi/index.asp#BIOS) and download the latest version, see
picture. Then copy the update file to a formatted USB flash drive.

• Then reboot the PC and enter the BIOS (using the Delete key), see pictures.
Click on Tool -> Instant Flash (it finds the BIOS update file on the USB automatically), select the file with the new
BIOS version and start the BIOS update.
Do not turn off the PC during BIOS update, let the process finish, otherwise the motherboard may not work!

When the PC is finished, it reboots and by entering the BIOS, you can check if the BIOS version is up to date.
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4. For Gigabyte motherboards

After finding the model of the motherboard, search for that model on the Gigabyte website, for example:
https://www.asrock.com/mb/amd/x370%20taichi/index.asp#BIOS and download the latest version, see picture.
Copy the update file to a formatted USB drive.

• Then reboot the PC and enter the BIOS (using the Delete key), see pictures.
Click on Tool -> Instant Flash (it finds the BIOS on the USB automatically), select the file with the new BIOS
version and start the BIOS update.
Do not turn off the PC during BIOS update, let the process finish, otherwise the motherboard may not work!

When the PC is finished, it reboots and by entering the BIOS, you can check if the BIOS version is up to date.
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Checking component wiring/cabling

Main memory

If the computer starts but the LED on the motherboard (if the motherboard has diagnostic LEDs) with the RAM
designation is lit, it is possible that the RAM may have become loose. To troubleshoot, it's a good idea to try
removing the memory, re-inserting it and re-booting the computer.

For this step, you need to unscrew the "pack" that holds the memory in the slot.

After unsnapping these "paws", just pull the memory upwards. The memory should be easy to pull out, not much
force is needed. If the memory cannot be pulled out easily, it is a good idea to push down on the memory to re-seat
it and try to pull it out again.
After you take both memories out of the computer, it is a good idea to swap the memory positions. The memory
that was on the left will now be on the right and vice versa.

To reinstall the RAM, you need to insert the memory into the slot the correct way. You can tell this by matching the
cutout on the memory module with the cutout in the slot on the motherboard.

You can tell if it is installed correctly by the clicking sound. If the memories click, they are seated correctly and the
computer can be restarted.
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Graphics card

If the image does not load on the PC when you first start it up, it is possible that the graphics card has become loose
during shipping. In this case, it is a good idea to check the connection of the graphics card to the PCI-E slot by
pushing the graphics card towards the motherboard and checking the additional power supply from the power
supply.

Alternatively, check the connection of the power cables to the motherboard by pushing them in, see:
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Activation of Office 2019/2021 with AFOLB in selected Alza TopOffice PC

models
"Activation for Office Late Binding" (AFOLB) means "Activation for Office Late Binding". So Office does not have a
separate license, but only an added entry for the Windows Digital License (OA3 DPK).

When you first start Office, you need to activate and pair it with your Microsoft account. This account is then used
for any reinstallations.

Getting started and activating Office 2019/2021 for the first time

Office 2019/2021 is already installed on this PC. The installation files are common for both Office 2019/2021 and
Office 365.
After installation, Office is reported as version 365, but this changes after activation. All you need to do is log in to
your Microsoft account and activate Office.

1. Turn on your computer and complete the "Starting your computer for the first time (Welcome Wizard)". In
the process, you can select:
a. create a Microsoft account
b. continue without a Microsoft account
2. Connect your computer to the internet and verify the OEM activation of Microsoft Windows 10.
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3. From the Start menu, select and launch, for example, Word.

4. The first time you launch an Office product, you'll be prompted to sign in or create a Microsoft account. For
practical reasons, you must choose to create a brand new account that will only be used for the purposes of
activating one Office 2019/2021 license on one computer. If multiple licenses are registered under one
account, it is impossible to distinguish them from each other on the management site.
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5. If you select "Sign in", enter your Microsoft account name and proceed to "Next".

6. Enter the password for your Microsoft account, then proceed to "Log in".
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7. Check your Microsoft account name and proceed to activate Office.

8. Select whether you want to receive Office promotional materials and proceed to "Receive and run Word".
9.

10.
11. Accept and run Word. Verify the existence of the text "Microsoft Office 2019/2021...".
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12. Select the Office file type.

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13. Select "Blank document".

14. Verify Office activation by selecting File - Account.

If you experience a problem or significant deviation during the procedure, follow the instructions for
Restoring the originally installed Office license that was removed when you reset or clone Windows.

15. If all fails, then contact Microsoft via support.microsoft.com or via the phone activation line and describe the
problem to the operators, i.e. "...I have purchased Office 2019/2021 with an AFOLB license, Windows is
activated with the correct DPK and a new MS user account has already been created...".
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Reinstalling and reactivating Office 2019/2021

If you need to reinstall Office 2019/2021 on the original computer, you need to log in to your Microsoft account,
download the installer, reinstall Office, and in the last stage, re-verify the Office activation.

1. Turn on your computer, connect to the internet. At the web address "account.microsoft.com", log in to the
Microsoft account you used when you first activated Office2019/2021.

2. Enter your login name.

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3. Enter the password for your account.

4. Select "All subscriptions" in the menu.

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5. Locate the entry with your Office 2019/2021 and select "Install".

6. Check the correct language version and select "Install".

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7. After downloading the installer, run it.

8. Wait for the installation to complete.

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9. Once the installation is complete, launch any Office 2019/2021 application and complete the activation
verification.

10. Check that your Microsoft account assignment is correct and continue.
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11. Check that your Microsoft account assignment is correct and continue.

12. Enter your account password.

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13. This is followed by agreeing to the license terms.

14. Your Office 2019/2021 is activated.

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Reinstalling and reactivating Office 2019/2021

If you need to reinstall Office 2019/2021 on a different computer (including when you change the motherboard on
the same PC), you must log in to your Microsoft account, download the installer, reinstall Office and, as a final step,
activate Office by phone.

1. Turn on your computer, connect to the internet. At the web address "account.microsoft.com", log in to the
Microsoft account you used when you first activated Office2019/2021.

2. Enter your login name.

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3. Enter the password for your account.

4. Select "All subscriptions" in the menu.

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5. Locate the entry with your Office 2019/2021 and select "Install".

6. Check the correct language version and select "Install".

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7. After downloading the installer, run it.

8. Wait for the installation to complete.

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9. Once the installation is complete, launch any Office 2019/2021 application and complete the activation
verification.

10. Check that your Microsoft account assignment is correct and continue.
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11. Check that your Microsoft account assignment is correct and continue.

12. Enter your account password.

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13. This is followed by agreeing to the license terms.

14. As a result of the hardware change, your Office 2019/2021 activation will not be automatically verified.
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15. If activation fails, you must go back one step and select "I want to activate the software by phone".

16. Select the country for the call. Select your preferred phone number and call the activation line. Follow the
instructions on the voice mail machine. When prompted, enter the generated installation ID you see in your
activation wizard.
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17. When instructed by the activation line, enter the activation confirmation ID, which will be communicated to
you by the voice machine.

18. If you have entered everything correctly, your Office 2019/2021 is activated.
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Initializing/checking the added disk

Initialization
If you do not see the additional HDD that is part of the built-in File Explorer, it is possible that the disk was not
initialized.
In this case, open Disk Management (by right-clicking on the Start -> Disk Management icon) and a dialog box should
pop up:

1.

2.
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3.

4.
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5.

6.

After that, the disk should be visible.

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Checking the disk wiring

If the Dialog Box does not pop up and the disk is not visible in Disk Management, then you need to check the SATA
cable and power connection to the disk.
Remove the rear side of the PC (by default the drive is located in the back of the PC case on the bottom left), see the
picture, and check the connection of the SATA and power cables.
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Reset BIOS

If the PC doesn't display anything when you turn it on, we can try to fix the problem by resetting the BIOS.
Before resetting the BIOS, you must turn off the PC and disconnect the power cord from the power supply!

There are several procedures:

1. Locate the CMOS battery on the motherboard, remove it by squeezing the pawl located next to the battery
and leave it removed for 1-5 minutes, then insert the battery back in. See:

2. Find the JBAT1, JCT1 or CLR CMOS pins on the motherboard and use a metal object (e.g. screwdriver) to
connect these pins see:
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3. Some motherboard models already have a CMOS clear button located on the I/O shield, where it is
Inputs and outputs, or there is a button located directly on the motherboard labelled CLR_CMOS