Commit b2b813a2 authored by sajolida's avatar sajolida
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[[!toggleable id="not_at_all" text="""
<span class="hide">[[!toggle id="not_at_all" text=""]]</span>
Troubleshooting: Tails does not start at all
--------------------------------------------
<h2>Troubleshooting: Tails does not start at all</h2>
The following section applies if the <span class="application">Boot Loader Menu</span>
does not appear when starting on a USB stick.
<p>The following section applies if the <span class="application">Boot Loader Menu</span>
does not appear when starting on a USB stick.</p>
It is quite common for computers not to start automatically on a
<p>It is quite common for computers not to start automatically on a
USB stick with Tails installed. Here are some troubleshooting techniques. You should try them
one after the other.
one after the other.</p>
### Getting to the boot menu
<h3>Getting to the boot menu</h3>
On most computers, you can press a *boot menu key* to display a list of
<p>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:
screenshot is an example of such boot menu:</p>
[[!img install/inc/screenshots/bios_boot_menu.png link="no" alt=""]]
<p>[[!img install/inc/screenshots/bios_boot_menu.png link="no" alt=""]]</p>
1. Shut down the computer.
<ol>
<li><p>Shut down the computer.</p></li>
1. Make sure that the first USB stick is plugged in the computer.
<li><p>Make sure that the first USB stick is plugged in the computer.</p></li>
1. Identify the potential boot menu keys for the computer depending on
the computer manufacturer in the following list:
<li>
<p>Identify the potential boot menu keys for the computer depending on
the computer manufacturer in the following list:</p>
<table>
<tr><th>Manufacturer</th><th>Key</th></tr>
......@@ -73,62 +74,78 @@
<tr><td>Toshiba</td><td>F12</td></tr>
<tr><td>others&hellip;</td><td>F12, Esc</td></tr>
</table>
</li>
1. Switch on the computer.
<li>
<p>Switch on the computer.</p>
Immediately press several times the first potential boot menu key identified in step 3.
<p>Immediately press several times the first potential boot menu key
identified in step 3.</p>
a. If a boot menu with a list of devices appears, select your USB stick
and press <span class="keycap">Enter</span>.
<ul>
<li>
<p>If a boot menu with a list of devices appears, select your USB stick
and press <span class="keycap">Enter</span>.</p>
</li>
a. If the computer starts on another operating system, then:
<li>
<p>If the computer starts on another operating system, then:</p>
1. Shut down the computer.
<ol>
<li><p>Shut down the computer.</p></li>
1. Press-and-hold the potential boot menu key identified in step 3.
<li><p>Press-and-hold the potential boot menu key identified in step 3.</p></li>
1. Switch on the computer again while holding the potential boot menu key pressed.
<li><p>Switch on the computer again while holding the potential boot menu key pressed.</p>
a. If a boot menu with a list of devices appears, select your USB stick
and press <span class="keycap">Enter</span>.
<ul>
<p>If a boot menu with a list of devices appears, select your USB stick
and press <span class="keycap">Enter</span>.</p>
a. If the computer starts on another operating system or returns an
<p>If the computer starts on another operating system or returns an
error message, then shut down the computer again and repeat step
4 for all the potential boot menu keys identified in step 3.
4 for all the potential boot menu keys identified in step 3.</p>
</ul>
</li>
</ol>
</li>
</ul>
<p>If none of the potential boot menu keys identified in step 3 work or if
the USB stick does not appear in the list, then try the second
troubleshooting technique described below.</p>
</li>
If none of the potential boot menu keys identified in step 3 work or if
the USB stick does not appear in the list, then try the second
troubleshooting technique described below.
</ol>
### Check our list of known issues
<h3>Check our list of known issues</h3>
Similar problems might have been reported already for your model of computer
in our [[list of known issues|support/known_issues]].
<p>Similar problems might have been reported already for your model of computer
in our [[list of known issues|support/known_issues]].</p>
### Edit the BIOS settings
<h3>Edit the BIOS settings</h3>
You might need to edit the BIOS settings of the computer.
<p>You might need to edit the BIOS settings of the computer.</p>
<div class="tip">
<p>Search for the user manual of the computer on the website of its
manufacturer to learn how to edit the BIOS settings:
manufacturer to learn how to edit the BIOS settings:</p>
<ul>
<li>[Acer](http://us.acer.com/ac/en/US/content/drivers)</li>
<li>[Asus](https://www.asus.com/us/support/)</li>
<li>[Dell](https://www.dell.com/support/home/us/en/19/Products/)</li>
<li>[Fujitsu](https://www.fujitsu.com/global/support/products/software/manual/)</li>
<li>[HP](https://support.hp.com/us-en/products/)</li>
<li>[Lenovo](http://support.lenovo.com/us/en/)</li>
<li>[Samsung](http://www.samsung.com/us/support/downloads)</li>
<li>[Sony](http://esupport.sony.com/US)</li>
<li>[Toshiba](http://support.toshiba.com/support/products?cat=Computers)</li>
<li><a href="http://us.acer.com/ac/en/US/content/drivers">Acer</a></li>
<li><a href="https://www.asus.com/us/support/">Asus</a></li>
<li><a href="https://www.dell.com/support/home/us/en/19/Products/">Dell</a></li>
<li><a href="https://www.fujitsu.com/global/support/products/software/manual/">Fujitsu</a></li>
<li><a href="https://support.hp.com/us-en/products/">HP</a></li>
<li><a href="http://support.lenovo.com/us/en/">Lenovo</a></li>
<li><a href="http://www.samsung.com/us/support/downloads">Samsung</a></li>
<li><a href="http://esupport.sony.com/US">Sony</a></li>
<li><a href="http://support.toshiba.com/support/products?cat=Computers">Toshiba</a></li>
</ul>
</p>
</div>
In the BIOS settings, try to apply the following changes one by one and
<p>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.
apply to certain computer models.</p>
<div class="caution">
<p>Take note of the changes that you apply to the BIOS settings, to be
......@@ -136,59 +153,74 @@
operating system.</p>
</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
<ol>
<li>
<p>Edit the <strong>Boot Order</strong>. Depending on the computer model you might
see an entry for <strong>removable devices</strong> or <strong>USB media</strong>. 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:
- Enable **Legacy mode**
- Disable **Secure boot**
(see the [Microsoft documentation](https://docs.microsoft.com/en-us/windows-hardware/manufacture/desktop/disabling-secure-boot))
- Enable **CSM boot**
- Disable **UEFI**
1. Try to upgrade the BIOS to the latest version provided by the manufacturer.
the first USB stick before starting from the internal hard disk.</p>
</li>
<li>
<p>Disable <strong>Fast boot</strong>.</p>
</li>
<li>
<p>If the computer is configured to start with <strong>legacy BIOS</strong>, try to
configure it to start with <strong>UEFI</strong>. Else, if the computer is configured
to start with <strong>UEFI</strong>, try to configure it to start with <strong>legacy
BIOS</strong>. To do so, try any of the following options if available:</p>
<ul>
<li>Enable <strong>Legacy mode</strong></li>
<li>Disable <strong>Secure boot</strong>
(see the <a href="https://docs.microsoft.com/en-us/windows-hardware/manufacture/desktop/disabling-secure-boot">Microsoft documentation</a>)</li>
<li>Enable <strong>CSM boot</strong></li>
<li>Disable <strong>UEFI</strong></li>
</ul>
</li>
<li><p>Try to upgrade the BIOS to the latest version provided by the manufacturer.</p></li>
</ol>
### Report the problem to our support team
<h3>Report the problem to our support team</h3>
<div class="bug">
<p>If none of these options work, we are sorry but you might not be
able to use Tails on this computer.</p>
</div>
Please, [[send an email to our support team|support/talk]], including
the following information:
<p>Please, [[send an email to our support team|support/talk]], including
the following information:</p>
1. Which version of Tails are you trying to start?
<ol>
<li><p>Which version of Tails are you trying to start?</p></li>
1. How did you verify the USB image?
<li><p>How did you verify the USB image?</p></li>
1. Which is the brand and model of the computer?
<li><p>Which is the brand and model of the computer?</p></li>
1. What exactly happens when trying to start? Report the complete error
message that appears on the screen, if any.
<li><p>What exactly happens when trying to start? Report the complete error
message that appears on the screen, if any.</p></li>
1. Which program did you use to install your USB stick:
<li><p>Which program did you use to install your USB stick:</p>
- <span class="application">Etcher</span>,
- <span class="application">GNOME Disks</span>,
- <span class="application">Tails Installer</span>, or
- <span class="command">dd</span> on the command line?
<ul>
<li><span class="application">Etcher</span>,</li>
<li><span class="application">GNOME Disks</span>,</li>
<li><span class="application">Tails Installer</span>, or</li>
<li><span class="command">dd</span> on the command line?</li>
</ul>
Note that these are the only supported installation methods.
<p>Note that these are the only supported installation methods.</p>
</li>
1. Have you been able to start Tails successfully on this computer
<li><p>Have you been able to start Tails successfully on this computer
before, from another USB stick or DVD, or with another version of Tails?
If so, which ones?
If so, which ones?</p></li>
1. Does the same USB stick start successfully on other computers?
<li>Does the same USB stick start successfully on other computers?</li>
</ol>
"""]]
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