1. Please check our FAQs first, and follow our Self-Help procedure below.

2. To identify a faulty motherboard:

  • Bare bones testing: remove all components from the motherboard except the memory and the processor. Boot the machine. If the test passes, the motherboard speaker will issue a beep and you can see BIOS menu on display.
  • Cross testing: replace component (e.g. CPU or RAM) with known working component. Only replace one component at a time. Check the original part in a working system.
  • Check spec: some boards require newer BIOS to suppport upcoming CPU and some boards require special DDR3L with 1.35V.

3. Fill out Tech Support Form and contact us:

Tech Support Request

Tech Support Request Form for all customers in the Americas

[Download]

Tech Support Request in different regions, such as Europe and Asia

technic@jetway.com.tw
  • Hardware Configuration and Problem Description: (please keep in mind that we have to recreate the problem with the information you have given us. Incomplete information will cause delay on solving your problem.)

4. Email Tech Support Form to Jetway USA Tech Support Department - tech@jetwaycomputer.com, and our Tech team will reply you in a timely manner.

Board Identification Information

* How to find Jetway Serial Numbers:

  • Boards without PCI Slots The Serial Number label can be found on bottom motherboard with "X" in the middle.
  • Boards with a PCI Slot available The Serial Number label can be found on side of white PCI slot with "X" in the middle.
  • Barebone System The Serial Number label can be found on bottom plate of system with "X" in the middle.

* How to identify BIOS and PCB revision:
To troubleshoot issues for your Jetway products, it is necessary to identify the BIOS and PCB revision of your motherboard first. Such as the support for CPUs, audio chip, LAN chip might be different according to its revision.

  • BIOS Revision
    The BIOS revision can be found in the 2nd line from the boot screen OR on the green round sticker of your Jetway motherboard. For upcoming boards, you can find the BIOS file name in BIOS Main Menu.
  • PCB Revision
    The PCB revision number is a silkscreen on the PCB. You can always find it on lower left corner OR next to model number label.

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