How to find your laptops serial number and check the warranty. Most HP laptops from Projekt Neptun have a 3-year basic warranty. 

For information on how to file a warranty claim with HP, click here.

A power reset (or hard restart) clears all information from the computer's memory without erasing any personal data. Performing a power reset might fix conditions such as Windows not responding, a blank display, software freezing, keyboard stops responding, or other external devices locking up.

Please follow these instructions to solve problems when switching on your laptop.

Hardware driver, firmware and BIOS updates from the laptop manufacturer are important. Please install all updates: optional, recommended and critical.

The HP Support website provides automated diagnostic tools to help you troubleshoot common computer issues such as "power but no startup", slow PC, sound, wireless networking, recovery, and Windows problems. For in-depth testing of all hardware components, use HP PC Hardware Diagnostics.

Start with the quick test to quickly identify hardware problems. If no errors are detected, but the computer still has symptoms of a hardware problem, run the comprehensive test. You can find instructions on how to start the tests here.


On our manufacturer support page you will find all the necessary information to open a warranty case. If you have any difficulties, we will be happy to assist you. Please write us an e-mail

Data loss can occur at any time and for various reasons. We therefore recommend that you back up your data regularly. We propose that you backup your data or system with Langmeier Backup, a professional solution for Windows.

Neptun customers can use Langmeier Backup for free. Create a user account here and follow the instructions.

You can find more tips on data backup on the ETH IT Security website: Protect your brainwork.

Resetting reinstalls Windows 10 and lets you choose whether to keep your files or remove them. 

With recovery media, the laptop can be reinstalled in its original delivery state: -HP Recovery Media in general - HP Cloud Recovery (USB-Recovery Media Download - for selected models only) - Order recovery media for HP laptops online

If you can't log in to your Microsoft account, you can get help from Microsoft by e-mail (the telephone support cannot help with many account access issues that can not be resolved automatically): 

Information about your order

You can track the order status of your laptop in our distribution partner's customer account. For HP, Lenovo and peripherals you can access your customer account here. Apple orders can be tracked here. More information about delivery time can be found in the latest blog article

21. 2. 2022

Help Point : Please book an appointment

Our support staff at the Help Points ETHZ, Bern vonRoll, UNIBAS and UNILU are there for you. If you need technical support, contact us via email to make an appointment.

30. 9. 2020
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