Vortex PC Help Center

If you're having issues with your PC - please browse our troubleshooting guide below before contacting us.

Most common problems can be solved quite easily and it may be much faster than waiting for us to get back to you.

My computer won't turn on - there are no operational sounds or lights and no image to the screen.

1. Check that the power cable is securely connected to the back of your PC - and also to the wall or power board.

2. Check the power switch on your PC as well as on the wall and / or the power board.

3. Please try a different power cable - and also try a different wall plug and / or power board.

The computer is powering on and lighting up - but I have no image on my monitor.

1. Check that all cabling to your monitor from your PC is properly connected and secured.

2. If you ordered a gaming PC - confirm that you have plugged into the graphics card towards the bottom of the back of your PC.

3. For gaming PCs the correct outputs are usually horizontal - the incorrect outputs are vertical and towards the top of the PC.

4. Double check your monitor is set to the correct input source as monitors often have multiple input sources.

5. Please try a different cable (HDMI or whichever you're using) - often the cable is faulty.

6. If the NumLock key has lit up on your keyboard it means the computer has successfully initialised and is outputting a signal.

This most likely means that the PC itself is not the issue.

I have no sound from PC or from my Headset or Speakers - or my Microphone isn't working.

1. Double check all of the cables from your PC to your speakers or to your headset - and check they're using correct ports.

2. Confirm you are not using a single ended connection for your headset - these are not designed for PCs - they are for consoles.

You will need a splitter cable for it to work - one for audio and one for your microphone.

We highly recommend purchasing a USB adapter to solve this issue. More information on this can be found here

3. Make sure you have selected the correct input and output source from within Windows AND within each game you play.

I have no sound from PC or from my Headset or Speakers - or my Microphone isn't working.

1. Double check all of the cables from your PC to your speakers or to your headset - and check they're using correct ports.

2. Confirm you are not using a single ended connection for your headset - these are not designed for PCs - they are for consoles.

You will need a splitter cable for it to work - one for audio and one for your microphone.

We highly recommend purchasing a USB adapter to solve this issue. More information on this can be found here

3. Make sure you have selected the correct input and output source from within Windows AND within each game you play.

I am not able to connect my PC to my WI-Fi network.

1. The PC does not come standard with in-built Wi-Fi or Bluetooth or Speakers like a laptop. Unless you chose to have these installed at checkout, you will need to purchase a Wi-Fi adapter to connect to wireless networks.

2. Alternatively, you can use a LAN cable that comes from your modem / router. You can plug that into the back of the PC.

3. Confirm your USB Wi-Fi adapter is correctly inserted in the USB port. You may need to restart your PC for it to work.

4. If other Wi-Fi networks are showing up but you cannot see your own - it may be because your Wi-Fi is broadcasting at 5GHZ and your USB Wi-Fi adapter only supports 2.4GHZ. You will need a USB Wi-Fi adapter that can connect to 5GHZ signals.

My PC bluescreens and crashes after booting with the error 'DPC_WATCHDOG_VIOLATION'.

This incredibly annoying error is a well known issue and happens as a result of incompatible settings of your modem/router combined with some Wi-Fi adapters, usually external USB dongles. This most commonly happens with Telstra stock modems but can happen with other brands too. This issue can be confirmed by disconnecting from Wi-Fi. This can be done by simply removing your Wi-Fi adapter from the PC, boot it up and the issue no longer occurs.

To fix this issue here are some general steps. These will be different for every model of modem/router so we cannot list them all.

1. Grab another internet enabled device. To do this, you will need another device that has access to your Wi-Fi or LAN network. Another computer, tablet or phone is fine as long as it has a web browser.

2. Log Into Your Modem/Router. Open a web browser on your other working device and enter the address into the search bar for your modem/router. and proceed to login with your username and password. This is usually found on the underside of the modem/router itself or on a card/magnet that came with it. If you still cant find it you will need to contact your internet service provider to find out these details. Sometimes the address may be a number such as 192.168.0.1 for example.

3. Once inside the settings menu for your modem/router, navigate until you find an 'Advanced' options menu and then locate the 2.4Ghz Wireless Settings. In here you should find a setting called PMF (Protected Management Frames). Disable this feature, save and restart the router. Make sure the settings are actually saved and the modem/router restarted else the issue will not be resolved. Once again, the above steps may be different so they are a general guide only.

4. On the original device, now connect to the Wi-Fi. It should connect with no crash this time.r will fix your problem.

I need to re-install Windows and I have not received a physical installer with my PC.

1. Most computers no longer ship with a physical windows CD - especially since PCs don't have disc drives in them anymore!

Microsoft has created an official "Media Creation Tool" available for free download from their website. This allows you to make your own Windows 10 bootable installer on a blank 8GB or larger USB stick. Get it here.

2. Run it and follow the prompts to create your free recovery media.

3. Once completed you can insert it into any PC - boot from it and install Windows 10.

I need to re-install Windows and I can't find my Product Key.

1. Your product key can usually be found stuck on the side or the top of your PC case.

2. If your product key says Windows 7 or 8 - it will still work for Windows 10 so do not worry.

3. If your product key is not stuck to the PC case - it means it is embedded into the motherboard already. This means it is an electronic license that can be read and validated when the PC connects to the internet.

4. If you have an embedded license choose "I do not have a product key" in the Windows installer. On the next screen be sure to choose the exact same version of Windows that your computer already had on it. After installation, connect to the internet and Windows will automatically activate your product key.

5. Please note that if you change the motherboard of your PC you will need to purchase a new Windows 10 or 11 license.

How to fix no image to screen (experienced users only please).

1. If the NumLock does not light up when the PC is switched on - it means the PC has not initialised properly. The most common reason for this is loose Ram sticks in the motherboard (or dust has gotten onto them). Loose Ram sticks are often a result of the PC being bumped or moved around during shipping. It is a common issue but with some basic knowledge you can fix it easily.

2. Power off your PC and unplug it from the wall completely

3. As a precaution - touch something metal that's grounded to discharge any static electricity you may have in your hands.

4. Locate the Ram slots on the motherboard - usually 2 or 4 long slots to the right of the main processor fan.

5. You will see the Ram sticks held in place by clips on either end. Undo these clips and lift the Ram sticks straight up and out.

6. Blow into each empty Ram slot to make sure it is clear of dust.

7. Now clean the gold contacts of each Ram stick. This can be done using a pencil eraser or just your t shirt or a dry cloth.

8. If your computer came with multiple Ram sticks - just insert ONE back into the motherboard. Line up the Ram stick with the slow and push it down securely - you will feel a solid click one it is properly inserted.

9. Plug the computer back in and turn it on. If you still have no signal - turn it off - take out the Ram stick and try another in a different slot. If you now have signal to your monitor - turn the PC off and repeat this process by inserting the sticks one by one.

10. Try different sticks in different slots one at a time to narrow down if there is a problematic stick of Ram or an issue with one of the slots in the motherboard. Once you have established this - Contact Us for more information.