cohda-56.txt - P2 2026-01-07 Ahmed laptop issues (ID:56) 18/12/25 ======== 22:56 Email from Ahmed advising he has an issue with his docking station where his monitors restart every few minutes. Wants to ret a replacement docking station. 23/12/25 ======== 02:01 Email to Ahmed asking his delivery address. 09:47 Ahmed provided his home address for the docking station to be delivered and advised he suspects a chargin issue with the chRGING PORT ON HIS LAPTOP. 7/1/26 ====== 00:39 Ahmed email advising he is still having an issue with his laptop. The replacement docking station I sent hasn't resolved the issue. Suggested he log a tiket with Lenovo & he consider disabeling bitlocker if the replace the motherboard. 8/1/26 ====== 03:58 Email from Ahmed advising he had logged a ticket - 2028990838. It will take 5 to 10 working days. 12:21 Email to Ahmed asking him to log a ticket direct with Lenoo. 12:36 Email from Ahmed advising machine was still in warranty. 10:51 Email from Ahmed confirming the macine is CW0204. 16:48 Replied to Ahmed advising I will send him a temporary spare machine. (CW0208 - A Dell) Asked him to confirm the CWxxxx of the machine that is causing him issues. 22:51 Ahmed advised it was CW0204 - Lenovo X1 Carbon (L1HF33E002S) FAM000515. 12/1/26 ======= CW0200 Was rebuilt 1/5/25 CW0242 was allocated as IT Spare. 17:21 Email to Malik asking if he knows location of CW0200. Trying to track it down for Ahmed. 13/1/26 ======= 07:01 Reply from Malik - He doesnt have CW0200. 14/1/26 ======= 09:37 Email from Lei advising machine CW0200 may have been sent to Ohban. June or July 2025. 20/1/26 ======= 12:17 Email to Ahmed advising the spare X1 carbon was unavilable. (It was onsite at Ohahn) and offered the spare Dell 3450. Asked him to provide delivery address. 22/1/26 ======= 07:12 Email from Ahmed confirming the Dell would be fine. He only needs it for a few days and if his emails could be preloaded. 21:18 Email from Ahmed asking if he can install his email client on his private computer. I replied saying this was OK. 27/1/26 ======= 11:08 email fom Hao to Ahmed asking for deliver address. 14:29 Replied to Ahmed email from the 22/1/26 21:18 advising it is OK to install Office365 on his own machine. Asked Hao not to send CW0208 for now. 28/1/26 ======= CW0200 was returned to Cohda. 20:16 Email from Ahmed with delivery address. I guess he didnt want to install Outlook? 29/1/26 ======= 14:23 Reply Email fom Hao to Ahmed, with Fedex tracking number. 10/2/26 ======= 00:41 WhatsApp msg from Ahmed (15:11 his time) advising he cant login - Presumably on the CW0208 07:32 Replied on WhatsApp (22:02 his time) suggesting he login using his full email address. 15:09 WhatsApp msg from Ahmed (05:38 his time) advising he will try Thursday. 17/2/26 ======= 18:31 WhatsApp msg from Ahmed asking if I'm available. I said no. He will ping me tomorrow 26/3/26 (Approx) ================ Received CW0204 back. Confirmed it is locked. Attempting to rebuild the machine but unable to boot from an ISO image. Will need to look at doing a complete rebuild/log ticket with Lenovo. 31/3/26 ======= 19:38 WhatApp msg from Ahmed asking for an update. 1/4/26 ====== 09:48 Emialed Ahmed this ticket. 11:57 Attempt another rebuild of CW0294 -F1 -> BIOS -> Security -> Secure Boot -> Turn off Secure Boot & reboot. -F12 -> Boot Menu -> USB HDD: TOSIBA TOSHIBA USB DRV. The W11 (NO CHECK) 26/3/22 USB -Windows Setup. Language=English (US), Time & currency=English (US), Keyboard=US -Select the OS= Windows 11 Pro -Accept license terms -Custom install - Install Windows only (advanced) -Delete all the partitions. Unallocated space=953.9GB -Installing Windows - Copying files - 100% -Getting files ready - 100% -Rebooted - Getting devices ready. Hung at 33% - "your device ran into a problem and needs to restart" - Refer photo taken 1/4/26. Then rebooted. -"Install Windows" dialog. Refer photo taken 1/4/26 -Will download more recent version of the W11 ISO from Microsoft. -Downloaded Win11_25H2_english_x64_v2.iso. -Used Rufus to create bootable USB. 17:00 Called Lenovo Suppoort 1800 043 849. They identified the machine as being purcased in Germany but has my detials on file. Need to confirm this with Mel. This explains why I dont have the bit locker key. -Case 2030297283 -Hold power 45 sec -F1 BIOS -> F9 factory default -> F10 save and exit -F9 -> HW Diagnostics - Full unattended. Leave to run over night. Expect email from Lenovo support re next step. 18:30 Email received from ANZ_Cons_Svc with details on creating and using a recover USB. Needs a 32GB USB. Will get tomorrow from Officeworks after morning coffee. 2/4/26 ====== -Diagnostics on CW0204 completed without error. Was unable to use QR code at end of report. It was saying it as corrupt. -Got 32GB USB & built the Lenovo Recovery Media as per instuctions in Email received 1/4/26