Need help?
Below are answers to frequently asked questions.
You can also email us at support@sundaepc.com.
Our support team is available Monday-Friday 9am-5pm ET.
Troubleshooting: Common Windows 11 Problems
Screen/Monitor flickering, blurry or black?
Is your monitor not acting normally? Try these fixes:
- Restart everything: Restart both your computer and your monitor. Your monitor should have a power button.
- Check the cable connection: Make sure the cable between your monitor and PC are connected correctly. Also unplug and replug them.
- Update Windows: Try updating to the latest version of Windows 11. Certain patches and fixes might address this issue for you. In the search box at the bottom of the screen type Settings. Open the Settings menu then go to Windows Update > Check for updates. If the update is available, click Download now.
No Sound?
Not hearing any sound? Follow these steps to solve:
- Check your volume levels: Right-click the speaker icon in the bottom right corner of the screen (next to date and time) and select Open volume mixer. Make sure the system volume is loud enough to be heard.
- Check your audio output source: Right-click the speaker icon in the bottom right corner of the screen and select Sound settings. In the Choose where to play sound section make sure your speakers or headphones are chosen.
- Check the connections: If you’re using external speakers, make sure they’re properly connected. Double-check any cable connection, and if you’re using wireless speakers or headphones, disconnect and reconnect them again.
- Run the audio troubleshooter: Right-click the speaker icon in the bottom right corner of the screen and select Troubleshoot sound problems. Then follow the instructions.
No Internet Connection?
Can’t connect to the internet or internet connection slow? That may be a Windows 11 network issue. Try the below fixes:
- Reset your router: Let’s first make sure it’s not your router’s fault.
- Restart your PC: Sometimes a reboot can fix this problem.
- Reset Windows 11 network settings: Type the word Settings in the search box at the bottom of the screen. Select Network and internet > Advanced network settings. Scroll down and select Network reset. Select Reset now > Yes to confirm.
- Change the connection method: If you can, switch from Ethernet to Wi-Fi, or vice versa, to see if that helps.
- Run the Windows 11 networking troubleshooter: Search for Network Troubleshooter in the Windows search box. Select Find and fix network problems. Select Next > Troubleshoot my connection to the internet.
Windows search can't find your files?
The software might need to index your files again. Try this fix:
- Use the search box at the bottom of the screen and type Index and select Indexing Options. Select Advanced > Rebuild.
Getting Started: Set Up
How do I connect multiple monitors?
Up to three monitors can be connected simultaneously. Here are the steps.
- The SundaePC has an integrated DisplayPort port and included in the box is a DisplayPort to HDMI adapter, allowing the use of either connection type. You will need to supply your own DisplayPort or HDMI cable.
- The front and rear Type-C USB ports can support the second and third monitors. Using a Type-C adapter or cable each Type-C port can support DisplayPort, HDMI, DVI and VGA output. You will need to supply your own video cable(s).
- Using Multi-Stream Transport (MST), multiple monitors can be connected to the single DisplayPort (DP) port on the computer.
- MST lets you daisy-chain monitors with DP 1.2 ports (or later version). Each monitor must have a DP output port that supports MST except the last monitor.
- Daisy chaining means connecting the SundaePC to monitor A, then connecting monitor A to monitor B and so on.
- The SundaePC supports the daisy chaining of two 4K monitors or three 1080p monitors.
- You will need to provide your own video cable(s).
Do I need an internet connection?
Yes, you do. Although the SundaePC comes preinstalled and preactivated with the Windows 11 Pro operating system, Microsoft requires an internet connection to complete setup. This will allow Windows to install important security/operating system updates and enable the use of some features.
Hardware
Can I play video games?
Yes, depending on the specific game you want to play. Just keep in mind, the SundaePC has integrated graphics (verses discrete graphics) and was not designed as a gaming computer. The included Intel Iris Xe Graphics unit is very capable, but we recommend you also check the system requirements of the games you plan to play. With more resource demanding games you may have to adjust the settings including lowering screen resolution to get playable frame rates.
Can my USB ports charge my devices?
The SundaePC’s Type-A USB ports can provide up to 4.5W (5V at 0.9A) of power. Generally, that’s not enough power to charge a device. Whereas the Type-C ports can provide up to 15W (5V at 3.0A) of power, even when the computer is turned off. This would be enough power to charge a cell phone or a tablet.
What's the difference between Type-A and Type-C USB ports?
For starters, the physical shape. Type-A ports are rectangular shaped and Type-C ports are oval shaped. Type-C is the newest USB port form factor and allows cool functions including faster data transfer speeds, enough power to charge devices such as your cell phone and the ability to transfer video signals to a monitor. Check out the specifications to see exactly what the SundaePC USB ports are capable of.
Order, Shipping & Returns
Where do you ship?
We only ship to the lower 48 states and Washington D.C. We currently do not ship to Alaska, Hawaii, Puerto Rico, Guam, U.S. Virgin Islands, PO Boxes and APO/FPO/DPO. We also do not ship internationally.
Return & Refund Policy
For the original purchaser, we accept returns within 30 days of the date you received the product. And during the holiday season, items purchased from November 1 – January 1 may be returned through January 31. Refunds are issued to the original form of payment.
Please make sure to include the following items with your return:
- The device
- All accessories (including cords, adapters and documentation)
- The original packaging your device came in
Make sure your returned item is well protected, so it is not damaged during transit. The item should arrive in its original condition or will be subject to a Partial Refund (see below section). Once the item is inspected, we will immediately refund your payment. A refund can take 5-10 business days depending on your bank’s processing time. However, typical processing time is 2-3 business days.
Important: Don’t forget to erase all personal data from the device before returning. SundaePC isn’t responsible for any use or disclosure of any data that’s on the device.
Partial Refund
Items with damage, missing parts, not in original condition, or have obvious signs of use for reasons not due to a SundaePC error are eligible for a refund of up to 50% of the original payment amount.
How much do returns cost?
Nothing. Returns have free shipping and we don’t charge restocking fees.
Warranty
How do I make a warranty claim?
The SundaePC comes with a 1-year limited warranty. We will repair or replace any defective computer or component; or have you return the computer for a full refund.
Warranty Policy
1-YEAR LIMITED WARRANTY
Your Product will automatically be registered for the Limited Warranty – no registration or claim forms required. And don’t forget, you’re covered under the Return Policy, which will allow you to return your Product for a full refund.
WHAT THIS LIMITED WARRANTY COVERS
The SundaePC Limited Warranty applies to the following product (“Product”):
- The SundaePC Desktop Computer
SundaePC, LLC (“SundaePC”), warrants that the Product will be free from defects in materials and workmanship for a period of one (1) year from the date of the original retail purchase (the “Warranty Period”). If the Product fails to conform to this Limited Warranty during the Warranty Period, SundaePC will, at its sole discretion, either (a) repair or replace any defective Product or component; or (b) accept the return of the Product and refund the money actually paid by the original purchaser for the Product. Repair or replacement may be made with a new or refurbished product or components, at SundaePC’s sole discretion. If the Product or a component incorporated within is no longer available, SundaePC may, at SundaePC’s’ sole discretion, replace the Product with a similar product of similar function. This is your sole and exclusive remedy for breach of this Limited Warranty. Any Product that has either been repaired or replaced under this Limited Warranty will be covered by the terms of this Limited Warranty for the longer of (a) ninety (90) days from the date of delivery of the repaired Product or replacement Product, (b) the remaining Warranty Period. This Limited Warranty is transferable from the original purchaser to subsequent owners, but the Warranty Period will not be extended in duration or expanded in coverage for any such transfer.
WARRANTY CONDITIONS; HOW TO GET SERVICE IF YOU WANT TO CLAIM UNDER THIS LIMITED WARRANTY
Before making a claim under this Limited Warranty, the owner of the Product must (a) notify SundaePC of the intention to claim by reaching out to customer support during the Warranty Period and providing a description of the alleged failure, and (b) comply with SundaePC’s return delivery instructions. SundaePC will have no warranty obligations with respect to a returned Product if it determines, in its reasonable discretion after examination of the returned Product, that the Product is an Ineligible Product (defined below). SundaePC will bear all costs of return delivery to owner and will reimburse any delivery costs incurred by the owner, except with respect to any Ineligible Product, for which owner will bear all delivery costs.
WHAT THIS LIMITED WARRANTY DOES NOT COVER
This Limited Warranty does not cover the following (collectively “Ineligible Products”): Products marked as “sample” or “Not for Sale”, or sold “AS IS”; or Products that have been subject to: (a) modifications, alterations, tampering, or improper maintenance or repairs; (b) handling, storage, installation, testing, or use not in accordance with the instruction manual or other instructions provided by SundaePC; (c) abuse or misuse of the Product; (d) breakdowns, fluctuations, or interruptions in electric power or the telecommunications network; (e) Cosmetic damage, including scratches, dents, chips, or other damage to the finish of the product, unless such damage results from defects in materials or workmanship; or (e) Acts of God, including but not limited to lightning, flood, tornado, earthquake, or hurricane.
DISCLAIMER OF WARRANTIES
EXCEPT AS STATED ABOVE IN THIS LIMITED WARRANTY, AND TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, SUNDAEPC DISCLAIMS ALL EXPRESS, IMPLIED, AND STATUTORY WARRANTIES AND CONDITIONS WITH RESPECT TO THE PRODUCT, INCLUDING THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE. TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, SUNDAEPC ALSO LIMITS THE DURATION OF ANY APPLICABLE IMPLIED WARRANTIES OR CONDITIONS TO THE DURATION OF THIS LIMITED WARRANTY.
LIMITATION OF DAMAGES
IN ADDITION TO THE ABOVE WARRANTY DISCLAIMERS, IN NO EVENT WILL SUNDAEPC BE LIABLE FOR ANY CONSEQUENTIAL, INCIDENTAL, EXEMPLARY, OR SPECIAL DAMAGES, INCLUDING ANY DAMAGES FOR LOST DATA OR LOST PROFITS, ARISING FROM OR RELATING TO THIS LIMITED WARRANTY OR THE PRODUCT, AND SUNDAEPC’S TOTAL CUMULATIVE LIABILITY ARISING FROM OR RELATED TO THIS LIMITED WARRANTY OR THE PRODUCT WILL NOT EXCEED THE AMOUNT ACTUALLY PAID FOR THE PRODUCT BY THE ORIGINAL PURCHASER.
LIMITATION OF LIABILITY
THE SUNDAEPC ONLINE SERVICES (“SERVICES”) PROVIDE YOU INFORMATION (“PRODUCT INFORMATION”) REGARDING YOUR SUNDAEPC PRODUCTS OR OTHER PERIPHERALS CONNECTED TO YOUR PRODUCTS (“PRODUCT PERIPHERALS”). THE TYPE OF PRODUCT PERIPHERALS THAT MAY BE CONNECTED TO YOUR PRODUCT MAY CHANGE FROM TIME TO TIME. WITHOUT LIMITING THE GENERALITY OF THE DISCLAIMERS ABOVE, ALL PRODUCT INFORMATION IS PROVIDED FOR YOUR CONVENIENCE,“AS IS”, AND “AS AVAILABLE”. SUNDAEPC DOES NOT REPRESENT, WARRANT, OR GUARANTEE THAT PRODUCT INFORMATION WILL BE AVAILABLE, ACCURATE, OR RELIABLE. YOU USE ALL PRODUCT INFORMATION, THE SERVICES, AND THE PRODUCT AT YOUR OWN DISCRETION AND RISK. YOU WILL BE SOLELY RESPONSIBLE FOR (AND SUNDAEPC DISCLAIMS) ANY AND ALL LOSS, LIABILITY, OR DAMAGES, INCLUDING TO YOUR WIRING, FIXTURES, ELECTRICITY, HOME, PRODUCT, PRODUCT PERIPHERALS, AND ALL OTHER ITEMS AND PETS IN YOUR HOME, RESULTING FROM YOUR USE OF THE PRODUCT INFORMATION, SERVICES, OR PRODUCT.
YOUR RIGHTS AND THIS LIMITED WARRANTY
This Limited Warranty gives you specific legal rights. You may also have other legal rights that vary by state, province, or jurisdiction. Likewise, some of the limitations in this Limited Warranty may not apply in certain states. The terms of this Limited Warranty will apply to the extent permitted by applicable law.