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Support FAQ's
Get quick answers to frequently asked support questions.

BIOS
Updates*
Contact
Metabox
Drivers &
Manuals
*Insyde BIOS Ver. Contact for Older Models.




General Questions



All specifications, features, compatibility and setup instructions for your laptop can be found within the Users Manual for your machine. This can be accessed through the drivers disk, or by downloading the manual online at our Driver Zone. Please click the link below to locate the manual for your model:

Metabox Driver Zone >
What Features Does My Laptop Support?
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Metabox laptops can have their RAM, SSD/HDD's and wireless cards accessed and upgraded without voiding any sort of warranty cover. We're more than happy to provide assistance through visual guides and over the phone direction if you were to get in touch through our 'Contact Us' page:

Contact Us >
User Upgradeable Components Under Warranty
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The warranty on your laptop is provided to cover any faults or failures of the components during the implicit and any extended purchased warranty periods. This cannot cover issues caused by external input and not a failure of the components, this includes physical damage, liquid damage or issues caused by Windows or driver concerns.

Software based concerns can be diagnosed and resolved by getting in touch with one of our support agents who will assist you in rectifying this, or determining the cause so that you may implement a solution for your particular needs.

Contact Us >
What Issues Can the Warranty Cover?
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Metabox 4K Wallpaper Metabox Wallpaper Metabox Cube Wallpaper

You may click on the above images to load the large version, and then to save by right clicking onto the wallpaper image and selecting to save image as. You should note the file name has -large at the end if you have the correct large resolution image.
Metabox Wallpapers
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You are welcome to contact one of our support staff by lodging an enquiry on our Contact Us Page.

We would recommend providing us any relevant information to the concerns you were experiencing, such as any log files, links to pictures, or recordings of any concerns being experienced to further assist our support agents.

Including the Order Number, Invoice Number, Serial Number or contacting us with the original order email address will greatly assist us with locating your laptop and specifications in a timely manner. Once lodged, your inquiry will receive a response typically within 24 hours between Monday-Friday.

Contact Us >
Making A Warranty Claim or Requesting Troubleshooting Assistance
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We are more than happy to transfer the warranty details in our system over to the new user/owner of a Metabox laptop, and is quite a straightforward process. We'll need the original purchaser to contact us through their email used to place the order, and to provide the details of the new user/owner:

Customer Name:
Contact Number:
Email Address:
Residential/Business Address:

We can then add them to our system to reference them as the owner of the laptop, and their details will link correctly if they ever need to contact us for a warranty claim or inquiry.

Contact Us >
Can I Transfer My Warranty To Another User?
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Our National Service Centre is located in Perth, Western Australia. For any warranty returns your laptop would need to be brought in to us, or to travel via courier. Please contact one of our support representatives to inquire further about setting up a warranty claim or to book in a service if you were located in Western Australia.

Contact Us >
Service Center Location
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First Setup



If your Operating System has been purchased and pre-installed by Metabox, you will need to locate the license key on the base of your laptop to enter it into the Activation screen of Windows.

License Sticker Example

1. Open the Start Menu and search for 'Activation', or click here to open.
2. Enter the License key from the sticker on the base of your laptop.
3. Allow time for the Digital Activation to take place as Microsoft may need to verify your login.
4. Performing restarts, or scanning for Windows Updates can help to speed up the Activation.

If you receive an error with your license key, please first ensure that it has been entered correctly and making sure there is no debris blocking any of the letters or numbers:

License Debris Removal

Microsoft also provides a repository for Activation Errors which can be accessed from the below link:

Common Windows 10 Activation Errors
Windows not Activated or Cannot Personalize Windows Settings
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If you've purchased your laptop without an Operating System preinstalled, or are looking to reinstall it yourself you may reference the below pointers. Please be advised that Windows 10 is the only currently supported operating system with official drivers and confirmed functionality of all components.

1. A thumbdrive, USB stick, pen drive of 8GB's or larger is being used.

Ensuring it's formatted as 'FAT32' will help to ensure it's compatible. Larger capacity portable hard drives are often formatted different and may not work correctly.

USB Drive Properties

2. Download and run the Media Creation Tool from any Windows PC, selecting the following options:

Windows 10 Media Creation Tool Download Page

>Accept; License agreement and terms.
>Create Installation Media (USB flash drive, etc); Followed by Next to proceed with that option selected.
>Use recommended options; Then Next, ensuring that 64-bit and the correct language is selected.
>USB flash drive; After pressing Next, select your USB and proceed with Next again.

Media Creation Tool Steps

3. Once the USB is ready, it can be connected to your Metabox, the laptop turned on and for you to hold the F7 key to access one of the Boot device selection pages.

Insyde BIOS Boot Menu AMI BIOS Boot Menu

4. Select your USB from this menu to head into the Windows installation.

5. Select the following options for the Installation:

>Your language options followed by pressing next.
>Install Now.
>Enter your License Key, or if applicable clicking 'I don't have a product key'.
>Select your edition of Windows 10 to match your purchased License type.
>Tick to accept the license terms.
>Select the 'Custom: Install Windows only' option.
>Delete the partitions for your install destination, select the newly created 'Unallocated Space' and press Next.

Windows Installation Steps 1-4 Windows Installation Steps 5-8

After the installation has gone through and you've selected User Names/Passwords and other Out of Box Experience settings, we would strongly advise to download and install the latest drivers pack for your laptop to have all features of your system working correctly. Our Driver Zone can be found below, to enter your model number (found on the invoice or bottom panel) and to download and extract the Drivers Pack to install it.

Metabox Driver Zone >
Windows Installation Steps
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Right clicking on the desktop provides an option to open the 'Nvidia Control Panel', which under the 'Manage 3D Settings' section will allow you to default any programs to run from the High Powered Nvidia Processor, or to select individual programs to run from the Nvidia card.

This option is recommended for any applications that aren't performing suitably, or may be running slow after recent updates of Windows or drivers. If the Nvidia Control Panel is not present, please ensure the following:

1. The drivers for your laptop have been updated from our Driver Zone, found by clicking here or following the link below.

Metabox Driver Zone >

2. You've scanned for and updated the Windows Store Apps, accessed by clicking here, following the below link or alternatively pasting the line into a run window (accessed with the Win + R keyboard shortcut).

ms-windows-store://downloadsandupdates/

Nvidia Control Panel
Nvidia Graphics as Default GPU
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Having the incorrect symbol appear, such as the @ symbol when trying to use quotation marks, or vice versa is caused by the incorrect input language being set during the setup stage. Most often this is due to English (United Kingdom) being selected instead of English (US) or (Australia). Please kindly head to the 'Language Settings' section of Start Menu by searching for this in the Start Menu, or by clicking the link below:

Click To Open Language/Region Settings Window >
Keyboard Input Not Matching Key That's Pressed
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If you've performed an installation of Windows yourself, or have recently needed to format a drive or install a new drive - you may find that your secondary drives do not appear.

1. Please search in the Start Menu for 'Disk Management', or right click directly on the Start Menu and select this option.
2. If you are automatically prompted with a wizard to 'Initialize disks' please click the next buttons to complete this prerequisite step.
3. Once completed, right click on any present black bars located in the bottom half of the management window, and to use the 'New simple volume' option.
4. Choose your partition size, name and drive letter if you wished for them to be customized, or you may leave the default options and simply press next to complete the process.
Secondary Hard Drives or SSD Not Showing Up
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Troubleshooting



If your Operating System has been purchased and pre-installed by Metabox, you will need to locate the license key on the base of your laptop to enter it into the Activation screen of Windows.

License Sticker Example

1. Open the Start Menu and search for 'Activation', or click here to open.
2. Enter the License key from the sticker on the base of your laptop.
3. Allow time for the Digital Activation to take place as Microsoft may need to verify your login.
4. Performing restarts, or scanning for Windows Updates can help to speed up the Activation.

If you receive an error with your license key, please first ensure that it has been entered correctly and making sure there is no debris blocking any of the letters or numbers:

License Debris Removal

Microsoft also provides a repository for Activation Errors which can be accessed from the below link:

Common Windows 10 Activation Errors
Windows not Activated or Cannot Personalize Windows Settings
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If this message appears there are a few different possibilities of why, depending on your laptops age and any prior symptoms.

1. If your laptop has just recently been purchased and received, this message would indicate that you purchased your laptop without an Operating System such as Windows 10 and to resolve it you'd need to purchase and install Windows 10.

*Please note that following an installation of Windows 10, it's strongly advised to also install the drivers for your laptop from the Drivers Pack that's available in our Metabox Driver Zone > section.

2. If your system had previously been installed and working, and you were now receiving this message it could indicate that the operating system has experienced an issue or the hard drive in your laptop cannot boot correctly.

Connecting your Windows installer USB or disk and running the Repair options it provides will allow you to select System Restore, Startup Repair and other methods of restoring your Windows to a working condition. A clean installation of Windows will allow you to confirm whether the drive itself is still functional, but will require that you've saved or backed up important data on your main boot drive.
Reboot and Select proper Boot device or Insert Boot Media and press a key
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Windows boot concerns or error messages are best diagnosed and resolved by utilizing the free Windows 10 Media Creation Tool, which will allow you to setup a USB drive from any computer to have the repair, recovery and installation tools for your laptop to get back up and going.

You may download and run the Media Creation Tool by clicking here, or by following the below link:

Windows 10 Media Creation Tool Download Page

Clicking the 'Download Tool Now' option and running this program will give you the option to 'Create installation media for another PC', along with picking the correct English language options, and 64 bit version to setup it will create the USB to be ready for use on your laptop.

Media Creation Tool Steps

Once the USB is ready, it can be connected to your Metabox, the laptop turned on and for you to hold the F7 key to access one of the Boot device selection pages.

Insyde BIOS Boot Menu AMI BIOS Boot Menu

Selecting the 'Repair' option after selecting your language and keyboard layout will provide you options such as Startup Repair, System Restore, Startup Options (Safe Mode is within here), etc.

Repair Your PC Advanced Boot Menu Options Startup Settings
Windows Booting Errors
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The free Windows 10 Media Creation Tool will allow you to setup a USB drive from any computer to have the repair, recovery and installation tools for your laptop on hand.

You may download and run the Media Creation Tool by following the below link:

Windows 10 Media Creation Tool Download Page

Running this program will give you the option to 'Create installation media for another PC', along with picking the correct English language options, and 64 bit version to setup it will create the USB to be ready for use on your laptop.

Media Creation Tool Steps

Once the USB is ready, it can be connected to your Metabox, the laptop turned on and for you to hold the F7 key to access one of the Boot device selection pages.

Insyde BIOS Boot Menu AMI BIOS Boot Menu

If able to boot to the login screen, or to login - you may alternatively hold down the shift key as you select the Restart option within Windows, this will open the Advanced Boot Options. This includes the Startup Options (Safe Mode is contained here), another being the 'Boot to UEFI Shell' which will take you into the BIOS. You may also open the relevant settings page to the Advanced Startup > Restart Now option by clicking here.

Advanced Boot Restart Advanced Startup Menu Advanced Startup Safe Mode
Safe Mode for Windows 10
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The Soundblaster software runs alongside the physical Realtek audio device to enhance the quality and volume of playback. Your configuration of Windows may require that a Microsoft account is logged in for Store apps to be delivered through updates.

1. Ensure that you've downloaded and installed the Soundblaster drivers for your model.
2. Click to Scan and install Windows Updates, as this driver is delivered by Windows directly. you may manually install this by clicking here.
3. Please log into a Microsoft account if the above does not install the application.
4. Search for and run 'Soundblaster' from the Start Menu to configure the audio settings.

Please note that the Soundblaster application will appear different based on your laptops model and driver version.

Soundblaster 720 Soundblaster Cinema 5
Low Audio Volume From Speakers or Soundblaster Not Visible
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Dead Pixels: Typically referring to a single small dot that is black in color, not displaying anything.
Stuck Pixels: Describes a small pixel that is fixed to one color, and does not update along with the rest of the screen.
Burned/Bright Pixels: Displays slightly brighter than the pixels next to it, may appear as a 'stuck' white pixel.

Current technology does not guarantee LCD screens can be produced without these type of pixels - and do appear on a percentage of manufactured screen across all electronic brands and companies.

Most manufacturers have an acceptable number of defective pixels ranging anywhere from 4-16 on a single screen before being able to be covered under warranty. We consider any amount of these pixels greater or equal to six, dispersed over the LCD, to be warrantable and any amount of pixels greater or equal to three clustered (within 1.5mm radius) together to be warrantable.

However, due to the often misunderstood nature of this issue and our focus on delivering the highest levels of customer satisfaction, we will replace an LCD screen with even one of these pixels if notified within the first 7 days of warranty on any one of our brand new products.
Dead, Stuck, Burned/Bright Pixels
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To keep your laptop in a healthy state of operation there are a few important steps to take:

1. Dust Prevention; Blowing out the fans with canned/compressed air every 4-6 months would be recommended to prevent the start of any buildup or potential blockages. It's recommended to blow backwards and opposite to the direction that air normally leaves the ventilation. Short bursts of air no more than 2-3 seconds along the length of the vent will dislodge any dust.

2. Battery Health; Fully discharging and recharging the battery once every 2-3 weeks is strongly recommended. Extended periods of time with the battery at full capacity, or empty charge levels can quickly result in reduced charge capacity and performance if left for too long.

3. General Operation; Many programs will startup automatically once the computer is turned on and will function in the background performing varied tasks. Over time of owning your laptop this can result the system slowing down compared to when you first received it.

Driver updates for compatibility with new programs and Windows Updates is an important performance related maintenance task as well. To resolve both of these concerns, you may 'refresh' your system by performing a clean installation of Windows and an installation of the latest drivers from the drivers pack for your laptop at our Driver Zone. Please click the link below:

Metabox Driver Zone >
General Laptop Maintenance
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Driver Functions



All specifications, features, compatibility and setup instructions for your laptop can be found within the Users Manual for your machine. This can be accessed through the drivers disk, or by downloading the manual online at our Driver Zone. Please click the link below to locate the manual for your model:

Metabox Driver Zone >
What Features Does My Laptop Support?
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The webcam on your Metabox Laptop can be enabled and disabled at a hardware level through using the Fn + F10 Shortcut combination. You can confirm that it's disabled via the Device Manager, as you'll note that it completely disappears from the 'Imaging Devices' heading.

This functions as a security feature as it will result in your laptop showing that no webcam is available to any applications, and can be confirmed by running the Camera App in Windows 10, or something like Skype to confirm that it's enabled or disabled.
Webcam Enabling and Disabling
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Driver updates are best sources directly from our Driver Zone found here, and for certain components such as the graphics drivers and wireless LAN drivers, they may be sourced from their respective manufacturers websites. Please note that if any concerns are experienced with new or beta versions of drivers, it would be recommended to roll back to more time-tested versions to ensure your laptop runs smoothly.

It's not recommended to obtain any drivers from unknown sources, or through 'Driver Finder' applications that search your system and attempt to find suitable updates. These have been known to locate unsuitable and incorrect drivers which can result in system instability and reduced performance.
Driver Updates For Metabox Laptops
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We would typically advise against using third party 'driver finder' applications, as they can in some cases detect the incorrect drivers and install something that is not suitable for the laptops hardware. This would unfortunately result in conflicts of drivers causing certain functions of the laptop not to work correctly, or even causing the system to crash or freeze in some circumstances.

Downloading new drivers directly from our Driver Zone would be recommended. For universal drivers such as the graphics drivers from Nvidia and Intel or WLAN drivers from Realtek, Killer and Intel you may update them directly from the respective manufacturers websites - keeping in mind that the versions are not officially tested/released. In most instances these manually installed ones should work without issue.

Metabox Driver Zone >
Universal Drivers and Update Utilities
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Windows 10 major build updates are often best accompanied by downloading and installing the latest drivers pack for your laptop from our Driver Zone, found below:

Metabox Driver Zone >

Driver conflicts can be caused by something as simple as the other drivers installed in the system, and to resolve it would be recommend to run through and install the full drivers pack accessed from the above link to resolve any mismatching versions.
Issues After A Windows or Driver Update
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Windows 10 now delivers a variety of application and driver program updates through the Microsoft Store, while often automatic we recommend manually scanning for and installing any pending updates regularly.

You may trigger this by clicking here to scan for Store App Updates and as well here to scan for Windows Updates. Keeping your system up to date at regular intervals is recommended. Alternatively the below commands can be clicked on or copy and pasted into a Run window, accessed with the Win + R keyboard shortcut.

ms-windows-store://downloadsandupdates/

ms-settings:windowsupdate-action
Driver UWP/Universal Apps
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Intel Turbo Boost Technology is enabled by default on Metabox laptops. It works automatically through Windows 10, and will dynamically boost the clock speed of the CPU to match the tasks you are running and the Windows configured power mode. Battery Save mode for example will take precedence over Turbo Boost running as fast as possible. Further information can be found through Intel at the below links:

Intel Turbo Boost Technology

Intel Turbo Boost FAQ
What is Turbo-Boost and How Does It Work?
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Windows 10 will automatically scale windows and text to suitably match your laptops screen resolution. If you find that any text is blurry or items are too small/large for your liking, you may head into the Windows 10 Display Settings by right clicking on the desktop, searching in the Start Menu, clicking here or pasting the below into a Run window (accessed with the Win + R key combination).

ms-settings:display

From here you may 'Change the size of text, apps, and other items' by using that dropdown field. 100% is typically recommended for a 1080p screen, and 250% for 4K resolution screens.

Windows 10 Display Scaling
High Resolution DPI Scaling in Windows 10
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The charging of laptops through a Type-C connection is limited in the range of 80-100 Watts currently just due inherent hardware limits of the port. As our laptops often require anywhere in the range of 120W to 330W; depending on your specific model and configuration, this Type-C charging feature isn't something we've implemented in our current range.

To receive the full performance of your Metabox Laptop you would be required to utilize the supplied AC adapter, to match require the required wattage for your configuration. Unsuitable or incorrect powering methods can result in the system abruptly turning off, or even sustaining damage in extreme cases of using faulty not officially sourced chargers.
USB Type-C Charging
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Control Centre 3 Utility Driver

The latest version 3 release of the Control Centre drivers is delivered through the Microsoft Store once your laptop is detected to have the suitable driver installed. These drivers for your laptop can be obtained from our Driver Zone here, or by clicking the link below:

Metabox Driver Zone >

Once installed and your laptop restarted, you will need to scan for Store App Updates by clicking here. Alternatively the below command can be clicked on or copy and pasted into a Run window, accessed with the Win + R keyboard shortcut.

ms-windows-store://downloadsandupdates/
Control Centre 3
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Control Centre 3

These features in your laptop are controlled by the Control Centre Utility driver (previously Hotkey driver), and allows you to configure a variety of important functionality like the power saving and performance modes, fan controls and keyboard backlighting.

This can be opened by holding the Fn key and tapping Esc.
Keyboard Backlighting and Fan Controls
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The Control Centre Utility driver includes software that will allow you to record and playback keystrokes or to create keybound macros to optimally automate your Windows experience. Instructions for setting this up and where to find these features can be located in the users manual for your laptop, found at our Driver Zone:

Metabox Driver Zone >

Advanced Startup Safe Mode
Keyboard Macros and Input Automation
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Soundblaster 720 Soundblaster Cinema 5

Please note that the Soundblaster application will appear different based on your laptops model and driver version.

The Soundblaster driver allows you to optimize the audio profile that the Realtek Audio Hardware in your laptop is using, this includes vast improvements to the volume, quality and adjustability of each aspect of audio playback. You may download and install these drivers for your laptop from our Driver Zone here >

Once installed, you may need to update and install the application by clicking here for Store App Updates and as well here to scan for Windows Updates. Alternatively the below commands can be clicked on or copy and pasted into a Run window, accessed with the Win + R keyboard shortcut.

ms-windows-store://downloadsandupdates/

ms-settings:windowsupdate-action

The Soundblaster application can then be found after restarting your laptop by searching in the Start Menu.
Soundblaster Audio Driver
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As your laptop is turning on, you may hold the F2 key to enter the BIOS and the F7 key to enter the Boot Menu. Please note that these shortcuts will only work from specifically a Restart of your laptop, or a full shutdown. Hibernate, Sleep or a normal Shutdown from Windows 10 will not allow you to access the BIOS or Boot menus.

You may alternatively hold down the shift key as you select to restart within Windows, this will open the Advanced Boot Options. One of these options being the 'UEFI Firmware Settings' which will take you into the BIOS.

Advanced Boot Menu
Accessing the BIOS and Boot Menu
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Beginning with Windows 8, Microsoft have implemented a 'Fast Startup' feature which is activated by default and will cause this message to appear when using the normal Shutdown option from the Start Menu.

This feature results in the system entering a 'hybrid' of shutting down and hibernating, which will allow the system to turn on much quicker than a full shutdown would. This is the normal functionality of the operating system with default settings.
Laptop is 'Resuming from Hibernation'
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Support for 'Legacy Boot' and the 'CSM Module' is no longer provided and not something available on our current generation laptops. Bootable devices and drives must support UEFI booting, and have the relevant EFI boot directory to show in the F2 or F7 Boot Menu.
Legacy Boot Mode Removal
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Bios updates are not typically required unless you were experiencing major compatibility issues or if there have been recent changes to support updated versions of Windows, or new hardware releases.

These updates can be provided by a Metabox Support agent, and if using the 'Contact Us' form, please include your current
BIOS/EC/Firmware version by checking the BIOS which is accessed by holding F2 as you are restarting your laptop.

Contact Us >
BIOS, EC and Firmware Updates
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