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The Windows
®
operating system can help you
If the operating system has started properly but you still have a problem using your computer, the online Help can assist you in troubleshooting the problem.
To access the Windows ® operating system Help and Support:
1 Click Start, then click Help and Support, or press F1 .
The Help and Support window appears.
2 Then do one or both of the following:
❖ In the search field, type in the topic for which you need help and follow the on-screen instructions.
❖ Click one of the options listed in the window and then follow the on-screen instructions.
You can connect to Support Online by clicking Microsoft
Customer Support or by going to Toshiba support at pcsupport.toshiba.com
.
Resolving a hardware conflict
If you receive an error message telling you there is a device driver conflict or a general hardware problem, try using Windows ® Help and Support to troubleshoot the problem first.
For help on hardware conflicts:
1 Click Start, then click Help and Support, or press F1 .
2 Click Troubleshooting in the Find an answer section.
A list of category links appears.
3 Click a topic under Hardware and drivers and follow the steps.
If there is still a problem, the operating system should display a message that explains what the conflict is.
A plan of action
The smooth operation of the system depends on the interaction of all devices, programs, and features. If the system or one of its attached devices is not working, resolving the problem can be timeconsuming and frustrating.
The recommended procedure for getting multiple devices to work together is to add and set up one device at a time. After you add each device, test it to make sure it and all previously connected devices work.
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The device most recently connected to the system is the one most likely to be causing a conflict.
Resolving conflicts
There are several things you can do to resolve hardware conflicts:
❖ Get the most recent drivers from the manufacturer.
❖ Disable the device.
For an older device, remove it from the computer.
❖ Disable another system component and use its resources for the
new device. See “Fixing a problem with Device Manager” on page 185 .
❖ Reconfigure the device so that its requirements do not conflict.
Refer to the device’s documentation for instructions about changing settings on the device.
Fixing a problem with Device Manager
Device Manager provides a way to check and change the configuration of a device.
Changing the default settings using Device Manager can cause other conflicts that make one or more devices unusable. Device Manager is a configuration tool for advanced users who understand configuration parameters and the ramifications of changing them.
Checking device properties
Device Manager provides a way to view the properties of a device.
Properties include the name of the manufacturer, the type of device, the drivers installed, and the system resources assigned to the device.
To check a device’s properties:
1 Click Start, Control Panel, System and Maintenance,
System, and then Device Manager.
2 To view the device(s) installed, double-click the device type.
3 To view the properties, double-click the device.
The operating system displays the Device Properties dialog box, which provides an array of tabs. They may include:
❖ The General tab, which provides basic information about the device.
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❖ The Resources tab, which lists resources assigned to the monitor, optional external optical drive, optional external diskette drive, and other power-using functions. This tab does not appear if the device is not using resources.
❖ The Driver tab, which displays the drivers being used by the device. This tab also provides options for updating the driver or rolling back the driver in case the new version is causing a problem.
The tabs that appear in the dialog box vary from one device to another.
For more information about Device Manager, refer to Windows ® online Help.
Memory problems
Incorrectly connected or faulty memory modules may cause errors that seem to be hardware or even software related. It is worthwhile checking for these first:
1 Click Start, and then click the arrow next to the Lock button in the lower-right part of the Start menu.
The Shut Down menu appears.
2 Click Shut Down.
The computer shuts down completely.
3 Remove the memory module, following the instructions in
“Removing a memory module” on page 58 .
4 Reinstall the memory module, following the instructions in
“Installing a memory module” on page 53 , and making sure the
module is seated properly.
5 Check for the error again.
6 If the error recurs, remove the memory module entirely and check for the error again.
If removing the memory module eliminates the error, the memory module may be faulty. If the error recurs without the memory module installed, the error is not caused by the memory module.
TECHNICAL NOTE: You must have at least one memory module installed for the computer to work.
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NOTE For this model Slot A is the bottom slot. Slot B is the top slot. If only one memory module is to be installed, it must be installed in Slot A.
Power and the batteries
Your computer receives its power through the AC adaptor and power cord/cable or from the system batteries (battery, optional secondary battery, and real-time clock (RTC) battery). Power problems are interrelated. For example, a faulty AC adaptor or power cord/cable will neither power the computer nor recharge the batteries.
Here are some typical problems and how to solve them:
The AC power light does not come on when you plug in the
AC adaptor and power cord/cable.
Make sure the AC adaptor and power cord/cable are firmly plugged into both the wall outlet and the computer.
If the AC power light still does not come on, check that the wall outlet is working properly by plugging in a lamp or other appliance.
The AC adaptor and power cord/cable work correctly, but the battery will not charge.
The battery does not charge while the computer is consuming full power. Try turning off the computer.
The battery may not be inserted correctly in the computer. Turn off the computer, remove the battery, clean the contacts with a soft dry cloth (if necessary) and replace the battery. See
“Removing the battery from the computer” on page 119 .
The battery may be too hot or too cold to charge properly. If you think this is the probable cause, let the battery reach room temperature and try again.
If the battery has completely discharged, it will not begin charging immediately. Leave the AC adaptor and power cord/cable connected, wait 20 minutes and see if the battery is charging.
If the battery light is glowing after 20 minutes, let the computer continue charging the battery for at least another 20 minutes before you turn on the computer.
If the battery light does not glow after 20 minutes, the battery may have reached the end of its useful life. Try replacing it.
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The battery appears not to power the computer for as long as it usually does.
If you frequently repeat shallow charge and discharge, the battery meter may become inaccurate. Let the battery discharge completely, then try charging it again.
Check the power options via your Power Plans (see
“Power Plans” on page 117
). Have you added a device, such as a PC Card or memory module, that takes its power from the battery? Is your software using the internal storage drive more? Is the display power set to turn off automatically? Was the battery fully charged to begin with? All these conditions affect how long the charge lasts.
After a period of time, the battery will lose its ability to perform at maximum capacity and will need to be replaced. This is normal for all batteries. To purchase a new battery pack, see your accessories information included with your computer, or visit the Toshiba Web site at accessories.toshiba.com. Refer to this site often to stay current on the most recent software and hardware options for your computer, and for other product information.
For more information on maintaining battery power, see
“Charging batteries” on page 111
.
Keyboard problems
If, when you type, strange things happen or nothing happens, the problem may be related to the keyboard itself.
The keyboard produces unexpected characters.
A keypad overlay may be on. If the numlock light or cursor control mode light is on, press Fn + F10 to turn off the cursor control mode light, or Fn + F11 to turn off the numlock light.
If the problem occurs when both the keypad overlays are off, make sure the software you are using is not remapping the keyboard.
Refer to the software documentation and check that the program does not assign different meanings to any of the keys.
You have connected an external keyboard and the operating system displays one or more keyboard error messages.
The keyboard you connected may be defective or incompatible with the computer. Try using a different make of keyboard.
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Nothing happens when you press the keys on the external keyboard.
You may have plugged the external keyboard in while the computer was turned on. Using the computer’s TouchPad:
1 Click Start, and then click the arrow next to the Lock button in the lower-right part of the Start menu.
The Shut Down menu appears.
2 Click Restart.
The computer will restart and recognize the device.
Display problems
Here are some typical display problems and their solutions:
The screen is blank.
Display Auto Off may have gone into effect. Press any key to activate the screen.
You may have activated the instant password feature by pressing
Fn and F1 simultaneously. If you have registered a password, press any key, type the password and press Enter . If no password is registered, press any key. The screen reactivates and allows you to continue working.
If you are using the built-in screen, make sure the display priority is not set for an external monitor. To do this, press Fn and F5 simultaneously (once). If this does not correct the problem, press Fn and F5 simultaneously again to return the display priority to its previous setting.
HINT: Holding the Fn key and pressing the F5 key several times will advance you through the display options.
If you are using an external monitor:
❖ Check that the monitor is turned on.
❖ Check that the monitor’s power cord/cable is firmly plugged into a working power outlet.
❖ Check that the cable connecting the external monitor to the computer is firmly attached.
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❖ Try adjusting the contrast and brightness controls on the external monitor.
❖ Press Fn and F5 simultaneously to make sure the display priority is not set for the built-in screen.
The screen does not look right.
You can change the display settings by clicking a blank area of the desktop with the secondary control button, then clicking
Personalize. This opens the Personalization window. Click
Windows Color and Appearance to choose the colors for the screen. Click Display settings to choose the screen resolution.
The built-in screen flickers.
Some flickering is a normal result of the way the screen produces colors. To reduce the amount of flickering, try using fewer colors.
To change the number of colors displayed:
1 Right-click in a blank area of the Windows ® desktop.
2 Click Personalize, and then Display Settings.
3 Change the Colors option and click OK.
For more information see Windows ® Help.
A message displays saying that there is a problem with your display settings and that the adapter type is incorrect or the current settings do not work with your hardware.
Reduce the size of the color palette to one that is supported by the computer’s internal display.
To change the display properties:
1 Right-click in a blank area of the Windows ® desktop.
2 Click Personalize, and then Display Settings.
3 Adjust the screen resolution and/or color quality.
4 Click OK.
The display mode is set to Simultaneous and the external display device does not work.
Make sure the external monitor is capable of displaying at resolutions of 800 x 600 or higher. Devices that do not support this resolution will only work in Internal/External mode, and not simultaneous mode.
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Small bright dots appear on your TFT display when you turn on your computer.
Small bright dots may appear on your screen display when you turn on your computer. Your display contains an extremely large number of thin-film transistors (TFT) and is manufactured using highprecision technology. Any small bright dots that may appear on your display are an intrinsic characteristic of the TFT manufacturing technology. Over a period of time, and depending on the usage of the computer, the brightness of the screen will deteriorate. This is also an intrinsic characteristic of the screen technology. When the computer is operated on battery power, the screen will dim and you may not be able to increase the brightness of the screen while on battery power.
Disk or internal storage drive problems
Problems with the internal storage drive or with a diskette drive usually show up as an inability to access the drive or as sector errors. Sometimes a drive problem may cause one or more files to appear to have garbage in them. Typical problems are:
You are having trouble accessing a drive, or one or more files appear to be missing.
Make sure you are identifying the drive by its correct name
(A: or C:).
Error-checking
Run Error-checking, which analyzes the directories, files and File
Allocation Table (FAT) on the disk and repairs any damage it finds.
To run Error-checking:
1 Click Start, and then Computer.
2 Right-click the drive you want to check.
3 On the pop-up menu, click Properties.
The drive’s Properties box appears.
NOTE This feature is not available for optical drives.
4 Click the Tools tab.
5 Click the Check now button.
The Check Disk box appears.
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6 You can choose one or both options:
❖ Automatically fix file system errors
❖ Scan for and attempt recovery of bad sectors
7 Click Start.
Error-checking tests and repairs the disk.
Your hard disk seems very slow.
If you have been using your computer for a long time, your files may have become fragmented. Run Disk Defragmenter.
To do this, click Start, All Programs, Accessories, System Tools, and then Disk Defragmenter. After it opens, click Defragment
now.
Your data files are damaged or corrupted.
Refer to your software documentation for file recovery procedures.
Many software packages automatically create backup files.
You may also be able to recover lost data using utility software.
Consult your network administrator.
Some programs run correctly but others do not.
This is probably a configuration problem. If a program does not run properly, refer to its documentation and check that the hardware configuration meets its needs.
A diskette will not go into the optional external diskette drive.
You may already have a diskette in the drive. Make sure the drive is empty.
You may be inserting the diskette incorrectly. Hold the diskette with the hub side facing down, and insert it so that the metal head window cover goes into the drive first.
The metal cover or a loose label may be obstructing the path into the drive. Carefully inspect the diskette. If the metal cover is loose, replace the diskette. If the label is loose, replace the label and try inserting the diskette again.
The drive cannot read a diskette.
Try another diskette. If you can access the second diskette, the first diskette (not the drive) is probably causing the problem. Run Error-
checking on the faulty diskette (for instructions see “Disk or internal storage drive problems” on page 191 ).
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Optical drive problems
You cannot access a disc in the drive.
If the optical drive is an external drive, make sure that the drive’s cable is properly connected to the computer.
Make sure the tray that holds the optical disc is closed properly.
Press gently until it clicks into place.
Open the tray and remove the disc. Make sure the tray is clean. Any dirt or foreign object can interfere with the laser beam.
Examine the disc to see if it is dirty. If necessary, wipe it with a clean cloth dipped in water or a neutral cleaner.
Replace the disc in the tray. Make sure that the disc is lying flat, label side up. Close the tray carefully, making sure it has shut completely.
You press the disc eject button, but the drive tray does not slide out.
Make sure the computer is connected to a power source and turned on. The optical drive eject mechanism requires power to operate.
Make sure a program is not accessing the drive and preventing it from ejecting.
If you need to remove a disc and cannot turn on the computer (for example, if the battery is completely discharged), use a narrow object, such as a straightened paper clip, to press the manual eject button. This button is in the small hole next to the optical drive eject button on the face of the optical drive tray.
Never use a pencil to press the manual eject button. Pencil lead can break off inside the computer and damage it.
Some discs run correctly but others do not.
Check that the type of disc you are using is compatible with your optical drive. For more information regarding supported optical media formats, refer to the complete detail specifications for your computer at pcsupport.toshiba.com
.
If the problem is with an optical data disc, refer to the software’s documentation and check that the hardware configuration meets the program’s needs.
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The disc will not come out of the drive when you click the eject button on the screen.
Press the button on the optical drive itself. For additional
information see “You press the disc eject button, but the drive tray does not slide out.” on page 193
.
Sound system problems
No sound is coming from the computer’s speakers.
Adjust the volume control.
Try pressing Fn + Esc to see if volume mute is disabled.
Check that the volume control on the computer is turned up.
If you are using external headphones or speakers, check that they are securely connected to your computer.
The computer emits a loud, high-pitched noise.
This is feedback between the microphone and the speakers. It occurs in any sound system when input from a microphone is fed to the speakers and the speaker volume is too loud. Adjust the volume control.
PC Card problems
PC Cards (PCMCIA-compatible) include many types of devices, such as a removable hard disk, additional memory, or a pager.
Most PC Card problems occur during installation and setup of new cards. If you are having trouble getting one or more of these devices to work together, several sections in this chapter may apply.
Resource conflicts can cause problems when using PC Cards. See
“Resolving a hardware conflict” on page 184
.
If your system does not have built-in drivers for your PC Card and the card did not come with an operating system driver, it may not work under the operating system. Contact the manufacturer of the
PC Card for information about using the card under the operating system.
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PC Card checklist
❖ Make sure the card is inserted properly into the slot.
❖ Make sure all cables are securely connected.
❖ Occasionally a defective PC Card slips through quality control.
If another computer with a PC Card slot is available, try the card in that machine. If the card malfunctions again, it may be defective.
Resolving PC Card problems
Here are some common problems and their solutions:
The slot appears to be dead. PC Cards that used to work no longer work.
Check the PC Card status:
1 Click Start, Control Panel, System and Maintenance, and then Device Manager.
2 Double-click the appropriate PC Card, which will be listed under one of the categories shown, for example: Disk drives,
Network adapters, Other, etc.
The operating system displays your PC Card’s Properties dialog box, which contains information about your PC Card configuration and status.
The computer stops working (hangs) when you insert a PC
Card.
The problem may be caused by an I/O (input/output) conflict between the PCMCIA socket and another device in the system. Use
Device Manager to make sure each device has its own I/O base
address. See “Fixing a problem with Device Manager” on page 185
for more information.
Since all PC Cards share the same socket, each card is not required to have its own address.
Hot swapping (removing one PC Card and inserting another
without turning the computer off) fails.
Follow this procedure before you remove a PC Card:
1 Click the Safely Remove Hardware icon in the Notification
Area.
The Safely Remove Hardware screen appears.
2 Click Safely remove for the device you want to swap.
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3 Select the item you wish to remove and click OK.
4 Remove the device when told it is safe to do so.
Never swap modules when the computer is in Hibernation or Sleep mode. This is known as “warm swapping” and is not supported. For more information on Hibernation and Sleep modes see
“Hibernation mode” on page 79
and
“Sleep mode” on page 80
.
The system does not recognize your PC Card.
Refer to the PC Card documentation.
Removing a malfunctioning card and reinstalling it can correct many problems.
A PC Card error occurs.
Reinsert the card to make sure it is properly connected.
If the card is attached to an external device, check that the connection is secure.
Refer to the card’s documentation, which should contain a troubleshooting section.
Printer problems
This section lists some of the most common printer problems.
The printer will not print.
Check that the printer is connected to a working power outlet, turned on and ready (on line).
Check that the printer has plenty of paper. Some printers will not start printing when there are just two or three sheets of paper left in the tray.
Make sure the printer cable is firmly attached to the computer and the printer.
Run the printer’s self-test to check for any problem with the printer itself.
Make sure you installed the proper printer drivers as shown in
“Setting up a printer” on page 77 or in the instructions that came
with the printer.
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You may have connected the printer while the computer is on.
Disable Sleep mode, turn off the computer, and turn off the printer.
Turn the printer back on, make sure it is online, and then turn the computer back on.
Try printing another file. For example, you could create and attempt to print a short test file using Notepad. If a Notepad file prints correctly, the problem may be in your original file.
If you cannot resolve the problem, contact the printer’s manufacturer.
The printer will not print what you see on the screen.
Many programs display information on the screen differently from the way they print it. See if your program has a print preview mode.
This mode lets you see your work exactly as it will print. Contact the software manufacturer for more information.
Modem problems
This section lists common modem problems.
The modem will not receive or transmit properly.
Make sure the cable from the modem to the telephone line is firmly connected to the computer’s modem port and the telephone line jack.
Check the communications parameters (baud rate, parity, data length and stop bits) specified in the communications program. It should be set up to transmit at 300, 1200, 2400, 4800, 9600, 14400,
28800, 33600 bps (bits per second) or higher. Refer to the program’s documentation and the modem manual for information on how to change these settings.
The modem is on, set up properly but still does not transmit or receive data.
Make sure the line has a dial tone. Connect a telephone handset to the line to check this.
The other system may be busy or off line. Try making a test transmission to someone else.
For more information regarding your system’s V.92 modem, visit the Toshiba Web site at pcsupport.toshiba.com
.
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Wireless networking problems
NOTE This section provides general troubleshooting tips for networking problems, specifically wireless (Wi-Fi ® ) networking.
The terms and concepts used assume a basic understanding of networks, and may be for more advanced users. If you need assistance or if you are not familiar with the terminology, please see
Windows ® Help and Support or contact your computer technician.
❖ If your computer is equipped with an internal Wi-Fi ® adapter, verify that the Wireless antenna ON/OFF switch is ON (the wireless indicator light will be lit).
❖ Verify that your computer can detect access points or routers. If it can detect a Wi-Fi ® access point or router then it may be a configuration issue.
NOTE To determine if your computer has an internal Wi-Fi ® adapter, check the device list in Device Manager (part of the Windows ® Control
Panel, Hardware and Sound). Some Toshiba models may have a
Wireless antenna ON/OFF switch even though they do not have an internal Wi-Fi ® adapter.
❖ Verify that signal strength is good using the utility provided with the Wi-Fi ® adapter.
❖ If another computer is on the same network, verify that it has network access, and can connect to the Internet. If, for example, the other computer cannot browse to a public Web site, the ISP’s (Internet Service Provider) service may be disrupted.
❖ Verify that the Service Set Identifier (SSID), or network name, is correct—i.e., that it matches the SSID assigned to the access point you are attempting to connect through. SSIDs are casesensitive. Toshiba provides a Client Manager utility for setting and managing SSIDs.
❖ Check the Control Panel’s Hardware and Sound Device
Manager to verify that the Wi-Fi ® adapter is recognized by the
Windows ® operating system, and that the driver is loaded.
Carefully note any error messages—these will be very helpful if you should confer with a support technician at a later time.
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❖ Verify that the network connection is configured to obtain its
Internet Protocol (IP) address dynamically:
1 Click Start, and then Network.
2 Click View Status.
3 Click Details.
4 Verify that the DHCP Enabled setting is set to Yes.
5 Click Close.
❖ Use IPCONFIG to verify that the computer has a useful IP address—one other than the private address of
169.254.xxx.xxx assigned by Windows ® .
1 Click Start to open the Start menu.
2 Type Cmd in the search field.
3 At the top-left of the Start menu, click cmd.exe
to open the command prompt.
4 Enter IPCONFIG /ALL and press Enter .
The IP address for each active network adapter will be displayed.
❖ Connect your computer directly to your router or broadband modem, by plugging a standard CAT5 Ethernet patch cable
(sold separately) into your computer's RJ45 Ethernet port. If your connection problem disappears, the problem lies in the
Wi-Fi ® part of your network.
❖ Use the PING command to verify a connection to the gateway at 192.168.1.1 (a default gateway for most wireless routers).
1 Click Start to open the Start menu.
2 Type Cmd in the search field.
3 At the top-left of the Start menu, click cmd.exe
.
4 Enter PING 192.168.1.1
at the command prompt, and press
Enter .
5 If “Request Timed Out” or another error message appears in response, then the problem is probably Wi-Fi ® -related.
❖ If you have enabled any security provisions (closed system,
MAC address filtering, Wired Equivalent Privacy [WEP], etc.), check the access point vendor's Web site for recent firmware upgrades. Problems with WEP keys, in particular, are frequently addressed in new firmware releases.
