Troubleshooting Tips

For anything that isn't urgent, email us at help@eztradingcomputers.com and attach a photo of your screen if you can. This is our official support email. For urgent problems, call the number on the sticker on your computer.

1. SYSTEM FAILURE: If your machine is going to give any trouble, it will usually happen during the first 30 days. New electronics get their first real use during this time, so any defect will show up. If your machine begins to act strangely, please do not be alarmed. Contact technical support right away so we can find the cause and fix it.

2. SYSTEM HAS NO POWER: Please check the power switch on the back of the computer, near the power cord. If the switch is set to 0 or O, the main power is turned off. Press the 1 or | side of the switch to turn the main power on.

If the switch is on and the computer still will not start, try a power drain:

1. Unplug the power cord from the back of the computer.
2. With the cord unplugged, press and hold the power button for 20 seconds, then let go.
3. Plug the power cord back in.
4. Check that the switch on the back is still on the 1 or | side.
5. Press the power button. The first start may take a minute.

If it still will not start, call tech support.

3. NO VIDEO ON MONITORS: Please be sure the monitors are powered on. Most monitors have a power button near the lower right corner. It may be underneath, on the side, or even on the back. There is usually a power light near the lower right as well. Please be sure it is on.

Then check where the cables are plugged in:

• Plug every monitor into the graphics card ports. These are the row of ports about halfway down the back of the computer.
• Do not use the video ports near the top of the back panel, next to the USB ports. On most of our computers those ports will not give a picture.
• Use the video cables that came with your computer. On a DisplayPort-to-HDMI cable, the DisplayPort end goes into the computer and the HDMI end goes into the monitor.
• The plugs only fit one way. If one does not go in easily, do not force it.

4. LAPTOPS: Items 2 and 3 above are for desktop computers. If you have one of our laptops, use these steps instead.

Laptop will not turn on, or the keyboard lights up but the screen stays black. Try a reset. The steps depend on your model:

• Apex Odyssey 17.3": Unplug the charger. Press and hold the power button for 60 seconds, then let go. Plug the charger back in and press the power button once.
• Odyssey 18": Leave the charger plugged in. Press and hold the power button for 40 seconds, then let go. Press the power button once.
• Any other model, or if you are not sure which one you have: call tech support and we will give you the right steps for your laptop.

Keep holding for the full time, even if lights come on or flash. The first start after a reset may take longer than usual.

An external monitor stays blank.

1. Make sure the monitor is plugged into power and turned on. A portable travel monitor needs its own power too.
2. Check that the cable is pushed in all the way at both ends.
3. On the laptop keyboard, hold the Windows key and press P. Choose Extend or Duplicate.
4. If you are using a USB-C port and get no picture, try the laptop's other USB-C port. Not every USB-C port sends video.

If the monitor is still blank, call tech support.

5. WINDOWS: EZ Trading Computers recommends Microsoft Windows 11 64-bit. Microsoft ended support for Windows 10 on October 14, 2025, so Windows 10 no longer gets regular security updates.

• If your computer can run Windows 11, please upgrade. We can help with questions about the upgrade.
• If your computer cannot run Windows 11, Microsoft offers Extended Security Updates for Windows 10 through October 12, 2027. You sign up in Settings > Windows Update.
• If you are installing your own Operating System, use Windows 11 64-bit installation media.

6. LINUX: If you are installing Linux, EZ Trading Computers cannot provide you with any assistance. Please refer to internet forums.

7. "REBOOT & SELECT PROPER BOOT DEVICE": If your machine comes up with this message, or it opens a BIOS screen instead of Windows, and you purchased Windows from us:

1. Turn the computer off with the power button.
2. Do the power drain in item #2.
3. Turn the computer back on.

If the message comes back, call tech support. Please do not open the case or unplug anything inside before you call. We will walk you through it.

8. If your machine comes up with "REBOOT & SELECT PROPER BOOT DEVICE" and you did not purchase Windows, this means no Operating System is installed on the machine yet. If you begin installing the Operating System and it says no drive is available, call tech support.

9. "PLEASE ENTER SETUP TO RECOVER BIOS SETTINGS": This message can show up after a power outage, a Windows update or a hardware change. It looks serious, but it is usually a quick fix:

1. Use a keyboard that plugs in with a wire.
2. Press F1.
3. Do not change anything.
4. Press F10, then click OK to save and exit.

Windows should start normally. If the message comes back, or the screen asks you about anything else, call tech support before pressing more keys.

10. WINDOWS WILL NOT START (Automatic Repair screen): If you see "Automatic Repair" or "Your PC did not start correctly":

1. Choose Turn off your PC and wait until it is fully off.
2. Press the power button to turn it back on.

If the same screen comes back, call tech support. Do not choose "Reset this PC." That can erase your programs and settings.

11. WEAK OR NO WI-FI ON A NEW DESKTOP: The Wi-Fi antennas ship loose so they do not break in the box. Look in the accessory bag that came with your computer. Screw the antennas onto the two small gold connectors on the back of the computer. Finger tight is enough. Point them up and slightly apart.

12. MONITORS WENT BLANK AFTER A WINDOWS UPDATE: This is usually a graphics driver that Windows changed. Restart the computer once. If the monitors are still blank, call tech support. We can normally fix this for you over a remote session.

13. REMOTE HELP (TEAMVIEWER): Our technicians can connect to your computer to fix most problems while you watch. When a technician asks:

1. Open the TeamViewer icon on your desktop.
2. Read the ID and password on the screen to the technician.

Only do this with a technician you reached by calling the number on the sticker on your computer. If a stranger calls you, or a pop-up tells you to call a number and let someone connect to your computer, it is a scam. Hang up and call us.

14. POP-UPS ABOUT DRIVERS, CLEANERS OR "ERRORS FOUND": Please do not install cleaner programs or driver updater programs, and do not pay for one because of a pop-up. They can install the wrong drivers and cause the problems they claim to fix. Windows Security is already built in to your computer and is all the antivirus most traders need.

15. DAMAGED IN SHIPPING: If your computer arrives damaged, take photos of the damage and of the box, then contact us right away. Damage you can see must be reported within 3 days of delivery. Hidden damage or missing items must be reported within 7 days. Please keep the box and all packing material.

16. LOST OR MISSING DRIVES OR OTHER PARTS: Contact us.

17. EXTRA CABLES AND PARTS: Your system may include extra cables or mounting hardware for future upgrades. If you want to install an upgrade, give us a call first and we will explain what you need to use. If a part was not included, you might need to buy it when doing an upgrade.

18. PLEASE KEEP ALL COMPUTER PACKAGING, including all boxes, manuals and disks. If you ever have a problem, you will need these. Without the original boxes and packaging materials, you are not eligible for a refund.

New to your computer? Our Quickstart videos show how to set everything up: eztradingcomputers.net/pages/ez-trading-computers-quickstart

If you have an after-hours emergency, please click chat and fill out the form. We will do our best to have someone contact you ASAP.