not_at_all.inline.mdwn 6.59 KB
Newer Older
1
2
   Tails does not start at all
   ---------------------------
3

sajolida's avatar
sajolida committed
4
5
   The following section applies if the <span class="guilabel">Boot Tails</span>
   menu does not appear when starting on a USB stick.
6
7

   It is quite common for computers not to start automatically on a
8
   USB stick with Tails installed. Here are some troubleshooting techniques. You should try them
9
10
11
12
13
14
15
16
17
   one after the other.

   ### Getting to the boot menu

   On most computers, you can press a *boot menu key* to display a list of
   possible devices to start from. The following instructions explain how
   to display the boot menu and start on the USB stick. The following
   screenshot is an example of such boot menu:

sajolida's avatar
sajolida committed
18
   [[!img install/inc/screenshots/bios_boot_menu.png class="screenshot" link="no"]]
19

20
21
22
23
   1. Shut down the computer.

   1. Make sure that the first USB stick is plugged in the computer.

24
25
26
27
   1. Identify the potential boot menu keys for the computer depending on
   the computer manufacturer in the following list:

      <table>
sajolida's avatar
sajolida committed
28
29
30
31
32
33
34
35
36
37
38
        <tr><th>Manufacturer</th><th>Key</th></tr>
        <tr><td>Acer</td><td>Esc, F12, F9</td></tr>
        <tr><td>Asus</td><td>Esc, F8</td></tr>
        <tr><td>Dell</td><td>F12</td></tr>
        <tr><td>Fujitsu</td><td>F12, Esc</td></tr>
        <tr><td>HP</td><td>Esc, F9</td></tr>
        <tr><td>Lenovo</td><td>F12, Novo, F8, F10</td></tr>
        <tr><td>Samsung</td><td>Esc, F12, F2</td></tr>
        <tr><td>Sony</td><td>F11, Esc, F10</td></tr>
        <tr><td>Toshiba</td><td>F12</td></tr>
        <tr><td>others&hellip;</td><td>F12, Esc</td></tr>
39
40
41
42
      </table>

   1. Switch on the computer.

sajolida's avatar
sajolida committed
43
      Immediately press several times the first potential boot menu key identified in step 3.
44

45
46
      a. If a boot menu with a list of devices appears, select your USB stick
         and press <span class="keycap">Enter</span>.
47

48
49
50
51
52
53
54
55
56
57
58
59
      a. If the computer starts on another operating system, then:

         1. Shut down the computer.

         1. Press-and-hold the potential boot menu key identified in step 3.

         1. Switch on the computer again while holding the potential boot menu key pressed.

            a. If a boot menu with a list of devices appears, select your USB stick
               and press <span class="keycap">Enter</span>.

            a. If the computer starts on another operating system or returns an
sajolida's avatar
sajolida committed
60
               error message, then shut down the computer again and repeat step
61
               4 for all the potential boot menu keys identified in step 3.
62

sajolida's avatar
sajolida committed
63
   If none of the potential boot menu keys identified in step 3 work or if
64
65
66
   the USB stick does not appear in the list, then try the second
   troubleshooting technique described below.

67
68
69
70
71
   ### Check our list of known issues

   Similar problems might have been reported already for your model of computer
   in our [[list of known issues|support/known_issues]].

72
73
74
75
76
   ### Edit the BIOS settings

   You might need to edit the BIOS settings of the computer.

   <div class="tip">
sajolida's avatar
sajolida committed
77
   <p>Search for the user manual of the computer on the website of its
sajolida's avatar
sajolida committed
78
79
80
81
82
83
84
85
86
87
88
89
   manufacturer to learn how to edit the BIOS settings:
   <ul>
     <li>[Acer](http://us.acer.com/ac/en/US/content/drivers](http://us.acer.com/ac/en/US/content/drivers)</li>
     <li>[Asus](https://www.asus.com/us/support/](https://www.asus.com/us/support/)</li>
     <li>[Dell](https://www.dell.com/support/home/us/en/19/Products/](https://www.dell.com/support/home/us/en/19/Products/)</li>
     <li>[Fujitsu](https://www.fujitsu.com/global/support/products/software/manual/](https://www.fujitsu.com/global/support/products/software/manual/)</li>
     <li>[HP](https://support.hp.com/us-en/products/](https://support.hp.com/us-en/products/)</li>
     <li>[Lenovo](http://support.lenovo.com/us/en/](http://support.lenovo.com/us/en/)</li>
     <li>[Samsung](http://www.samsung.com/us/support/downloads](http://www.samsung.com/us/support/downloads)</li>
     <li>[Sony](http://esupport.sony.com/US](http://esupport.sony.com/US)</li>
     <li>[Toshiba](http://support.toshiba.com/support/products?cat=Computers](http://support.toshiba.com/support/products?cat=Computers)</li>
   </ul>
sajolida's avatar
sajolida committed
90
   </p>
91
92
93
94
95
96
97
98
   </div>

   In the BIOS settings, try to apply the following changes one by one and
   restart the computer after each change. Some changes might not
   apply to certain computer models.

   <div class="caution">
   <p>Take note of the changes that you apply to the BIOS settings, to be
99
100
   able to revert them if they prevent the computer to start on its usual
   operating system.</p>
101
102
103
104
105
106
107
108
109
110
111
112
113
114
   </div>

   1. Edit the **Boot Order**. Depending on the computer model you might
   see an entry for **removable devices** or **USB media**. Move this entry
   to the top of the list to force the computer to try to start from
   the first USB stick before starting from the internal hard disk.

   1. Disable **Fast boot**.

   1. If the computer is configured to start with **legacy BIOS**, try to
   configure it to start with **UEFI**. Else, if the computer is configured
   to start with **UEFI**, try to configure it to start with **legacy
   BIOS**. To do so, try any of the following options if available:

sajolida's avatar
sajolida committed
115
116
117
118
      - Enable **Legacy mode**
      - Disable **Secure boot**
      - Enable **CSM boot**
      - Disable **UEFI**
119
120
121

   1. Try to upgrade the BIOS to the latest version provided by the manufacturer.

122
123
   ### Report the problem to our support team

124
   <div class="bug">
125
126
   <p>If none of these options work, we are sorry but you might not be
   able to use Tails on this computer.</p>
127
   </div>
128
129
130
131
132
133

   Please, [[send an email to our support team|support/talk]], including
   the following information:

   1. Which version of Tails are you trying to start?

sajolida's avatar
sajolida committed
134
   1. How did you verify the ISO image?
135

sajolida's avatar
sajolida committed
136
   1. Which is the brand and model of the computer?
137
138
139
140
141
142
143
144
145
146
147
148
149
150
151
152
153
154
155
156
157
158

   1. What exactly happens when trying to start? Report the complete error
      message that appears on the screen, if any.

   1. From which media are you trying to start Tails: DVD, USB stick
      [[installed manually|doc/first_steps/installation/manual]], USB
      stick [[installed with Tails
      Installer|doc/first_steps/installation]], SD card?  Keep in mind
      that, we do not support any other installation method than the ones
      listed above.

   1. Have you been able to start Tails successfully on this computer
      before, from another media, or with another version of Tails?
      If so, which ones?

   1. Does the same media start successfully on other computers?

   1. Have you been able to start Tails successfully on the same computer
      using different installation methods? For example, it might start from a
      DVD but not from a USB stick.

   1. What installation method did you use to set up Tails?