Frequently Asked Questions (FAQ)

How Do I Reserve My Free Windows 10 Upgrade?

Free Upgrade

Customers with eligible copies of Windows 7, 8 or 8.1 will see an upgrade message in the system taskbar, near the clock. This message will have a small Windows icon that you can click on.

Get Windows 10 Icon on Taskbar

If you hover over the icon you will see 'Get Windows 10' shown and clicking it will display a box that allows you to register to receive the upgrade and also give a little information about Windows 10.Get Windows 10 Window

You can check basic Windows 10 compatibility by clicking on the three bars icon in the top left corner of the window and clicking 'Check your PC'.

How To Check PC for Windows 10 Compatibility in Get Windows 10 Application

This will check both hardware and software for compatibility and return its findings as below.

Example Results of Windows 10 Compatibility in Get Windows 10 Application

If you would like to continue with reserving the upgrade to Windows 10 you can click on the 'Reserve' button which will take you to the following window where you can enter your email address to receive confirmation. Clicking the 'Send confirmation' button completes the reservation process.

You can skip this step if you wish by clicking on 'Skip email confirmation'.

Entering Email Confirmation Address in Get Windows 10 Application

Once successfully completed the customer will see this message:

Completed Windows 10 Reservation Process in Get Windows 10 Application

Applies to:

How can I Clear a TPM module or Recover from Authorisation Lockout?


TPM Modules can become locked when too many incorrect PIN attempts are made to access the information stored on the module. The number of failed attempts before lockout will vary depending on the TPM version (1.2 or 2.0) and in the case of TPM 2.0, the policies configured in the operating system.

If you have replaced the motherboard in your Bitlocker protected system and the new motherboard arrives with TPM provisioned, you may be locked out from TPM as you will likely not know the PIN, or you may not be able to re-provision the TPM for re-use.

When Locked Out

If you are locked out, you cannot enter the correct pin to remove the lockout. You then have three options:

When TPM is Unusable

When you can't take ownership of the TPM module or provision the TPM Module for use, follow these options:

Removing the Lockout


Clearing the TPM

Use these methods:

Note: Bear in mind that this will delete the cryptographic information in the machine and you will lose the encrypted data, including any user data or documents stored on a Bitlocker protected drive.

Clearing the TPM can be done one of four ways, each of which increase in complexity. Always log on with local Administrative rights before using these instructions.

  1. Clearing the TPM Using the BIOS
  2. Clearing the TPM Using MMC
  3. Clearing the TPM Using the MMC after setting the Windows TPM Authorisation Level
  4. Clearing the TPM Using the MMC after Enabling Blocked TPM Commands

1. Clearing the TPM Using the BIOS

2. Clearing the TPM Using MMC

If your BIOS does not have the option to clear the TPM, then you will need to clear the TPM using Windows.

3. Clearing the TPM Using the MMC after setting the Windows TPM Authorisation Level

Attempting to clearing the TPM without making any other Windows changes first, as in Step 2., may not be successful. This is because some versions of Windows have safeguards to prevent the accidental erasure of cryptographic information.

The first change to make if Step 2. is not successful is to change the Windows TPM Delegation Level.

Note: In the above screenshot, the TPM is not reported as locked out. If you are unable to provision a new TPM, the TPM may be an indeterminate state where is it not locked, but cannot easily be cleared unless you use the additional instructions in Steps 3 or 4.

4. Clearing the TPM Using the MMC after Enabling Blocked TPM Commands

Windows by default blocks the use of some TPM commands to prevent abuse. If the instructions in Step 2 do not work, you may need to de-restrict the TPM commands that can be used.

Applies to:

I’m trying to defrag my new solid state drive (SSD) in my new Stone laptop. However, when I open the Windows disk defragmenter, I cant select my C drive for defragmentation. Why not?

SSD drives do not require disk defragmentation – you will have excellent performance no matter how fragmented the files on the drive are. Windows can detect when a solid state drive (SSD) is fitted and disables the disk defragmenter for that drive. This is to prevent unnecessary wear to the SSD.

Note: We recommend that you do not use SSD drives with Windows XP or Windows Vista. Only Windows 7 and newer support the necessary TRIM command which is necessary to keep your SSD drive running optimally. AHCI support is recommended too, but not mandatory. Using AHCI mode will give better performance.

Windows 8 - Customising your System

Introduction to Customising your Windows 8 Start Application Screen

Windows 8 has new Applications - "apps" - that can be purchased from the App Store. Along with these and desktop style apps, you can customise your Windows 8 Start screen suit you.

Drag and Drop

You can rearrange the tiles on the screen - simply drag and drop the tiles to where you want them. You can drag them to another section of the Start screen to group applications as you wish.

If you find that you have a large amount of apps on the screen, you can simply zoom out by pressing the small zoom out button at the bottom right. Then select the group you wish to focus back on by clicking it.

Tile Options

If you right click on one of the App tiles, you have access to extra options.

As below, if you right click the tile (to select it), then you have the option to Unpin from the metro app screen, uninstall the app, make the tile smaller and also turn off the live feed (if the app supports this). You also have the botton to click All Apps, which loads up all of the Windows 8 applications and the desktop applications.

You also have a list of extra options with the desktop tiles. If you right click them you have options such as Open in new window (which opens the app on the desktop), Run as administrator and Open the file location.

Pin a Website to the Start Screen

You can also pin a website to the start screen which adds a tile directly to that link. To do this, first navigate to the site you want (using the Windows 8 Internet Explorer App) and then click the Pin Site symbol on the bottom right.

Pin an App to the Start Screen and/or Task Bar on the Desktop

If you wish to pin an app to the start screen that is not already there, simply open the Start Screen, search for your app, and then right click on your application and click Pin to Start (for the Start screen) or Pin to Taskbar (for the Desktop).

Customising the Start Background

You need to begin by going to the Start screen and then bring up the Charms Bar (either by hovering in the top or bottom right of the screen or pressing Windows Key + C at the same time), then click Settings, click Change PC Settings and then under the Personalised category click Start Screen. Finally select the design and colour you want.

Applies to:

Windows 8 - Start Button Options

Windows 8 Start Button

Windows 8 is an evolution of Windows designed primarily for touchscreen systems. One of the features is the removal of the Start Button. If you prefer, the Start button functionality can be restored using some third party software, such as the software from or

Note: Please note that these are third party software products, referenced here to show you examples of the software available. We recommend that you test the suitability of any third party software for you or your organisation's use. Any deployments of the software in a managed environment should be fully tested. Please check each website for usage or licensing terms.


Ninite Installation

If you visit the website, highlight the Classic Start option > select Get Installer > click Run when the installer is downloaded.

Agree to the UAC prompt:

Wait until the installer is completed:

You will now have a Start button on the desktop. To set the layout to look like Windows Vista/7, you will need to right click the button itself, then click Settings; under the Start Menu Style tab click the Windows Vista/7 option.

Applies to:

How To Gain Access To The Recovery Options Command Prompt In Windows 7


The Windows Recovery Options Command Prompt is a good place to troubleshoot and fix some operating system startup errors. A typical example is when you have a corrupt profile and windows failed to load correctly.

How to Gain Access

There are two methods to access the Recovery Options Command Prompt:-

Option 1.

Option 2.

Applies to:

Third Party Products -> Desktop Operating Systems (Windows etc.) -> Frequently Asked Questions (FAQ)