FAQ



What is recovery media?

A recovery media is a general term for media containing a backup of the original factory condition or a favored condition of a computer as configured by an original equipment manufacturer (OEM) or an end-user. OEM media allows the user to reformat the hard drive and reinstall the operating system and pre-loaded software as it was when it was shipped.

 

How do I create my own recovery media?

If you have a CDRW or CDRW/DVDRW drive, Rescue and Recovery may be used to create a personalized backup on CDs or DVDs, that includes all of your added software, setting changes, and data files. For more information, please do visit this site. Choose the option LENOVO ASSISTED SEARCH from section ADDITIONAL RESOURCES and follow the instructions referring to your machine – Think (You want help with Rescue and Recovery) or Idea (You want help with system recovery) series.

 

How can I get the recovery media?

If you need a recovery media because of physical issue with your hard disk covered by warranty and handled by authorized call centre or authorized service centre, you will get recovery media free of charge. In such a case the call centre all authorized service centre will order the recovery media for you.

In any other case you need to purchase the recovery media from www.lenovorecovery.com.

 

How can I purchase my own recovery media?

You can purchase your own recovery kit on this website – in the section Order.

 

When will be the recovery kit delivered to me?

Delivery time depends on the country where the kit is shipped to. The information about delivery timescale are listed in the section Price list at www.lenovorecovery.com.

Please, note that during the ordering procedure, options using standard post in France, UPS Standard and DHL Global mail are referred to as “standard” and Express USD shipment which is referred to as “express”.

 

To which countries can I have my recovery kit delivered?

In this moment we are able to deliver the media only to countries listed in section Price list at www.lenovorecovery.com.

 

Who is going to deliver the recovery media to me? What shipping options are available?

The delivery method depends on the country where the kit is shipped to. Please, for delivery methods see the section Price list at www.lenovorecovery.com.

 

What payment methods do you accept?

We accept debit and credit card from following providers: Visa, Visa Electron, MasterCard, Maestro and Diners Club. You can also purchase the media by using Paypal payment.

 

I have purchased license for my operating system. Why do I have to pay now again for the recovery media?

You have purchased license with your operating system. According to the general license terms and conditions you have right to get recovery kit when requested. We would like to make you sure that you are not paying for the recovery media – that is for free. All the fees connected to the order are just for shipping and handling the order.

 

Why can’t I order different operating system?

You can only order a recovery media for operating system you have also purchased the license for. For example, if you have purchased the license for operating system Windows XP Professional, you cannot order recovery media for operating system Windows 7 without purchasing also the license for Windows 7.

During the recovery procedure I was asked for Product key. What is it?

A product key is a unique combination of numbers and letters that is used during Microsoft software installation to "unlock" or open the product. If you do not enter the product key when you are prompted during the installation, the product may not open until you enter the product key. The product key is typically located on an orange or yellow sticker on the back of the CD case or the DVD case. If the Windows operating system that you are using was preinstalled by your computer manufacturer, you may find the Windows product key sticker on the computer or under the battery (so you need to take out the battery to be able to see the sticker). For more information, please visit this Microsoft web page.

Please, be informed that Windows 8 does not have product key sticker – the product key for Windows 8 is directly injected on the motherboard of your machine.

 

I lost the Product key. What can I do?

In case you have purchased your license separately from your computer, please contact Microsoft Customer Service and Support by visiting this Microsoft web page..

In case your operating system was preinstalled on your machine and you have lost the product key or damaged the sticker with product key information, please be aware that it is not possible for Lenovo to provide you replacement product key. Product key is a unique information that you have received and Lenovo does not provide replacement product key. In such a case you need to purchase new license.

 

How do I determine family name of my computer?

Under the screen of your computer is located the family name of your unit, f. e. T400, T60, A320, etc. For more information please visit this Lenovo website and select the details of your product or use related link “System details” for finding out all details about your product.

 

How can I determine machine type, model and serial number for my computer?

For ThinkPad and Value Line notebooks, information about machine type, model and serial number of your unit are located on the bottom of your unit. For ThinkCentre, NetVista, Value Line and other notebooks information about machine type, model and serial number of your unit are located on the front right panel or on the back of your unit:.

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Machine type is a 4 character product number. Model is a 3 character model number. Serial number is 7 or 12 character serial number – number of character depends of the type of your unit. For more information, please visit this Lenovo web page.

 

For Value Line and IdeaPad notebooks the serial number is printed on the label on the back of the system and it is a combination of 10-digital letters and numbers, i. e. EB12345678.

A

 

Often, the IDEA products have a special 8-digit number after serial number starting with 57 or 59 – please include this number in the selection of your machine type (the options will be listed automatically during the selection of your product during ordering procedure).

 

For Value Line and IdeaCentre Desktops the serial number is printed on both of the service tag and rear chassis label. It is a combination of 10-digital letters and numbers, i.e. SS12345678.

A

 

Often, the IDEA products have a special 8-digit number after serial number starting with 57 or 59 – please include this number in the selection of your machine type (the options will be listed automatically during the selection of your product during ordering procedure).

 

How can I determine operating system, its version and bit count?

Operating system and its version

To determine your operating system – Windows version, please do follow these steps:

1.       Click Start

2.       click Run

3.       type winver in the box

4.       press Enter. You will see following screen:

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                Note: This unit is using Windows XP Professional with Service Pack 2.

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                Note: This unit is using Windows Vista Ultimate with Service Pack 1.

 

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                Note: This unit is using Windows 7 Professional.

If the steps above don’t work on your computer you might try following procedure: Click the Start button, type winver in the search box and then press Enter. You will see the screens as listed above. For more information, please visit official sites.

 

Bit count of operating system

Most users use 32bit version of operating system. Please, in case you are using 64bit version of operating system, write in the note box „64bit version“.

Each version and edition of Windows also comes in a 32-bit or 64-bit version. To determine the version of your unit, please follow these steps:

For computers running Windows XP click Start, right-click My Computer and then click Properties.

·         If "x64 Edition" is listed under General, you’re running the 64-bit version of Windows XP.

·         If you don’t see "x64 Edition" listed under General, you’re running the 32-bit version of Windows XP.

The edition of Windows XP you're running is displayed under System near the top of the window.

 

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Note: As you don’t see “64-bit Operating System”, this unit is running a 32-bit version of Windows XP Professional.

 

or computers running Windows Vista or Windows 7 click Start button, right-click Computer and then click Properties.

·         If "64-bit Operating System" is listed next to System type, you’re running the 64-bit version of Windows Vista or Windows 7.

·         If "32-bit Operating System" is listed next to System type, you’re running the 32-bit version of Windows Vista or Windows 7.

The edition of Windows Vista or Windows 7 you're running is displayed under Windows edition near the top of the window.

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Note: As you can see “64-bit Operating System” next to System type, this unit is running a 64-bit version of Windows 7 Professional.

 

How can I determine the language of my operating system?

Language is a language of your operating system, for example English, German, Spanish, etc.

 

How should I order my recovery media if my operating system is not listed in the options?

In such a case, please select any operating system listed and write your operating system and its version in the “Note” box during selection of operating system.

 

What should I do if I have not found the recovery media for my system in the list?

In such a case please feel free to contact us via automated email form section CONTACT. Please fill in all requested information so we can answer your question as soon as possible.

 

I have not received my recovery media. What should I do?

In such a case please feel free to contact us via automated email form section CONTACT. Please fill in all requested information so we can answer your question as soon as possible.

 

I want to downgrade my operating system. What options do I have?

The detailed information about Windows downgrade rights and options can be found on this Microsoft web page.

Windows 8: You can downgrade to lower version of Windows only if you have Windows 8 Professional – in this case you can downgrade your system to Windows 7 Professional and Windows Vista Business. No other options for downgrade from Windows 8 are available.

Windows 7: Only Windows 7 Professional and Windows Ultimate can be downgraded to Windows Vista Business and Windows Vista Ultimate or Windows XP Professional, Windows XP Tablet PC Edition or Windows XP x64 Edition.

Please, be aware that even that you are entitled to downgrade to Windows XP, due to the Microsoft’s restrictions, Lenovo is not allowed to provide Windows XP downgradeable recovery media.

 

Why I am paying the invoice to different company than Lenovo?

Lenovo is cooperating with its official partners for online purchase of recovery media - S&T Slovakia s. r. o. and Saling s. r. o.  Both of these companies are long-term cooperators of Lenovo and providing for Lenovo online billing solutions and outsourced invoicing solutions.

 

I am being asked to pay the invoice online in Tatra banka. I don't know this bank - is this your standard payment option?

Tatra banka is providing the card charging solution for purchase of Lenovo recovery media. Tatra banka was established in 1990 as the first private bank in Slovakia and is a member of RZB Group - Reiffesien Bank International. Raiffeisen Bank International AG (RBI) is one of the foremost providers of corporate and investment banking services in Austria and a leading universal bank in Central and Eastern Europe (CEE). RBI is a fully-consolidated subsidiary of Raiffeisen Zentralbank Österreich AG (RZB).