Chapter 6: If Something Goes Wrong. Toshiba TECRA A5
Below you will find brief information for notebook Tecra A5. The Tecra A5 is a notebook designed for business professionals. It offers a variety of features, including a powerful processor, a large hard drive, and a long battery life. These features make the Tecra A5 a great choice for business professionals who need to be productive on the go.
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Chapter 6
If Something Goes
Wrong
Some problems you may encounter when using your computer are relatively easy to identify and solve. Others may require help from your network administrator or the manufacturer of a software program.
This chapter aims to help you solve many problems by yourself. It covers the problems you are most likely to encounter.
If all else fails, contact Toshiba. You will find information on
Toshiba’s support services at the end of this chapter.
Problems that are easy to fix
Your program stops responding.
If you are working with a program that suddenly freezes all operations, chances are the program has stopped responding.
You can exit the failed program without shutting down the operating system or closing other programs.
To close a program that has stopped responding:
1 Press Ctrl , Alt , and Del simultaneously (once).
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The Windows Task Manager window appears.
2 Click the Applications tab.
If a program has stopped responding, the words “not responding” appear beside its name in the list.
3 Select the program you want to close, then click End
Task.
Closing the failed program should allow you to continue working. If it does not, continue with the next step.
4 Close the remaining programs one by one by selecting the program name, then End Task.
To power off your computer, do one of the following:
If you are not connected to a domain server:
1 Click Start, Turn off computer.
The Turn off computer window appears.
2 Click Turn Off.
The computer turns off.
If you are connected to a domain server:
1 Click Start, Shut down.
The Shut Down window appears.
2 Select Shut down from the drop-down list.
3 Click OK.
The computer shuts down completely.
Your program performs an illegal operation.
If you receive the message, “ Your program has performed an illegal operation , ” close the window and continue working. If it happens again, record the details of the message and consult the software manufacturer.
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To record the details:
1 Click the Details button and select the text the operating system displays.
The Details button displays information that the software manufacturer needs to help you solve your problem.
2 Press Ctrl and c simultaneously to copy the text to the clipboard.
3 Open Notepad (click Start, All Programs, Accessories and then click Notepad).
4 Press Ctrl and v simultaneously to paste the details into
Notepad.
5 Add a paragraph break and type some notes describing what you were doing when you received the message and how the error can be reproduced.
6 Save the file and refer to it when you contact the software manufacturer.
Problems when you turn on the computer
These problems may occur when you turn on the power.
The computer will not start.
Make sure you attached the AC adapter and power cord/cable properly or installed a charged battery.
Press and hold the power switch for at least 10 seconds.
If you are using the AC adapter, check that the wall outlet is working by plugging in another device, such as a lamp.
Verify that the computer is on by looking at the On/off indicator. If the indicator is glowing, the computer is on.
If you are using an AC adapter, verify that the computer is receiving power from the external power source by looking at the AC power light. If the indicator is glowing, the computer is connected to a live external power source.
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The computer starts but when you press a key nothing happens.
Verify that the active program accepts text input. Try clicking your mouse on an area where you can type text, and try typing again.
Your computer may be in Standby mode and have a software or resource conflict. When this happens turning the power on returns you to the problem instead of restarting the system.
To clear the condition, press Ctrl , Alt , and Del simultaneously.
Clearing the condition may get the computer running, but it will not solve a resource conflict. Read the documentation
that came with the conflicting device and “Resolving a hardware conflict” on page 188 .
The computer is not accessing the hard disk or the optional external diskette drive.
Your computer normally loads the operating system from the hard disk. If you have a hard disk problem, you will not be able to start the computer. Insert a system diskette into the optional external diskette drive and press F12 when the machine starts and use the arrow keys to select the boot-up device.
The computer displays the
WARNING RESUME FAILURE
message.
The computer was placed in Standby mode and the battery has discharged. Data stored in the computer’s memory has been lost. Data stored in the computer’s hard drive may not be affected.
Always save your data even when you are using Standby. If your battery fully discharges, information that has not been saved will be lost. Your computer can be configured to warn
you when the battery is running low see “What to do when the battery alarm sounds” on page 122 .
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If you are running on battery power, it is recommended that you do not leave the computer in Standby mode for long periods of time.
To charge the battery, leave the computer plugged into a live wall outlet for several hours. For more information see
“Charging the batteries” on page 117 .
The computer displays the
Non-System disk
or
disk error
message.
Make sure there is no diskette in the optional external diskette drive. If there is a diskette in the drive, remove it and press any key to continue. If pressing any key does not work, press
Ctrl, Alt , and Del to restart the computer. For more information
.
The Windows
®
operating system is not working
Once you are familiar with the desktop and used to the way the operating system responds to your work routine, you can easily detect if the operating system is not working correctly.
For example:
❖ The operating system fails to start after the
Windows XP message appears.
Starting
❖ The operating system takes a long time to start.
❖ The operating system responds differently from the normal routine.
❖ The screen does not look right.
Unless a hardware device has failed, problems usually occur when you change the system in some way such as installing a new program or adding a device.
If you experience any of these problems, use the options in the Startup menu to fix the problem.
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Using Startup options to fix problems
If the operating system fails to start properly, you may have to change your system’s configuration or verify the startup procedure to fix the problem. To do this, use the options in the Startup menu.
To open the Startup menu:
1 Restart your computer.
2 Press F8 when your computer starts and before Windows starts loading.
The Windows
®
Advanced Options menu displays these options:
❖ Safe Mode
❖ Safe Mode (with Networking)
❖ Safe Mode (with Command Prompt)
❖ Enable Boot Logging
❖ Enable VGA Mode
❖
❖
Last known good configuration (your most recent settings that worked)
Directory Services Restore Mode (Windows
® domain controllers only)
❖
❖
Debugging Mode
Start Windows
®
normally
❖ Reboot
❖ Return to OS Choices (menu)
See your Windows
® documentation for further explanation.
NOTE If your computer is connected to a network, the Startup menu may display different versions of Safe mode.
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Internet problems
My Internet connection is very slow.
Many factors contribute to the speed with which you can surf the Internet. They include: modem speed, telephone line conditions, time of day (when everyone else is surfing, your access can be slow) and popularity of the sites you are trying to access. If accessing a particular site is very slow, try later.
My browser cannot find the URL address I typed in.
Make sure you separated the domain names of the address with the forward slash (/). Check the spelling of each name and the syntax of the address carefully. A single incorrect letter or missed character will make it impossible for your browser to locate the site.
My browser cannot find a site I bookmarked.
The World Wide Web is constantly changing. A site you bookmarked yesterday may not be available today or its server may be down for temporary repair. Try again later.
The Windows
®
XP 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 Windows
®
XP Help and Support:
1 Click Start, then click Help and Support.
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 a problem you would like help with from the listings and follow the on-screen instructions.
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You can connect to Support Online by clicking Support from the menu or by going to 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.
2 Click the Hardware link in the window’s left pane.
A list of category links appear.
3 Click the Fixing a hardware problem link.
4 Choose from specific topics 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 time-consuming 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.
The device most recently connected to the system is the one most likely to be causing a hardware conflict.
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Resolving hardware conflicts on your own
Computer components need resources to accomplish a task.
A device, such as a disk drive or a modem, needs a channel to the computer’s Central Processing Unit (CPU). It also needs a direct channel to the computer’s memory to store information as it works. These channels of communication are commonly referred to as system resources.
Interrupt Request Channel
The channel to the CPU is called an Interrupt Request (IRQ) because it interrupts what the processor is doing and requests some of the processor’s time. If two or more devices use the same IRQ, the processor does not know which device is asking for attention. This causes a hardware conflict.
Direct Memory Access
Similarly, the data required by the device is stored in a specific place or address in memory called the Direct
Memory Access (DMA). The DMA provides a dedicated channel for adapter cards to bypass the microprocessor and access memory directly. If two or more devices use the same
DMA, the data required by one device overwrites the data required by the other, causing a hardware conflict.
Plug and Play
With Plug and Play and the operating system, avoiding hardware conflicts is easy. Plug and Play is a computer standard that helps the system BIOS (basic input/output system) and the operating system to automatically assign system resources to Plug and Play-compliant devices. In theory, if every device connected to the computer is Plug and
Play-compliant, no two devices will compete for the same system resources. Plug in the device and turn on your computer. The operating system is automatically set up to accommodate the new device.
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If you install an older (legacy) device that the operating system cannot recognize, the operating system may have difficulty assigning resources to it. As a result, a hardware conflict can occur.
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
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.
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Disabling a device
1 Open the Start menu, and click Control Panel, then click
Performance and Maintenance.
2 Click the Administrative Tools icon.
3 Double-click Computer Management, then click
Device Manager.
4 Select the specific device from the device category. To expand a device category, double-click the category.
5 In the toolbar, look to the far right for an icon of a monitor with a strike mark through a circle on the front.
This is the disable feature.
6 Click the icon.
You are given the option of disabling the device.
7 Click Yes to disable the device or No to cancel.
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 Open the Start menu, and click Control Panel, then click
Performance and Maintenance.
2 Click the Administrative Tools icon.
3 Double-click Computer Management, then click
Device Manager.
4 To view the device(s) installed, double-click the device type.
5 To view the properties, double-click the device.
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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.
❖ The Resource tab, which lists resources assigned to the monitor, optional external DVD-ROM, 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.
The tabs that appear in the dialog box vary from one device to another. A Troubleshooting button is also present.
6 Click Troubleshoot...
A Help and Support window for that device appears.
For more information about Device Manager, refer to
Windows
®
XP online help.
Memory problems
Incorrectly connected or faulty memory modules may cause errors that seem to be device-related. It is worthwhile checking for these first:
1 Click Start, Turn off computer.
2 Click Turn Off.
The operating system shuts down and turns off the computer automatically.
3 Remove the memory module, following the instructions in
“Removing a memory module” on page 61 .
4 Reinstall the memory module, following the instructions
in “Installing a memory module” on page 56
, and making sure the module is seated properly.
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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.
Power and the batteries
Your computer receives its power through the AC adapter and power cord/cable or from the system batteries (battery, optional high-capacity battery and real-time clock (RTC) battery). Power problems are interrelated. For example, a faulty AC adapter 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 adapter and power cord/cable.
Make sure the AC adapter 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 adapter 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.
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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 123 .
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 adapter 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.
The battery appears not to power the computer for as long as it usually does.
If you frequently recharge a partially charged battery, it may not charge fully. Let the battery discharge completely, then try charging it again.
Check the power options using the Power Management utility. 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 hard disk 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 that shipped with your computer, or visit the Toshiba Web site at accessories.toshiba.com. Refer to this site often to stay
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195 current on the most recent software and hardware options for your computer, and for other product information.
For more information on maximizing battery power see
“Charging the batteries” on page 117 .
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 and F10 simultaneously to turn off the cursor control mode light or Fn and F11 simultaneously 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.
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. Click Start, Shut Down or Turn off
computer, and Restart the computer using the TouchPad on the internal keyboard. The computer will restart and recognize the device.
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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.
❖ 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.
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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 Properties. This opens the Display Properties dialog box. The Appearance tab of this dialog box allows you to choose the colors for the screen. The Settings tab allows you 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 Point at the desktop and click with the secondary button.
2 Click Properties, and then the Settings tab.
3 Change the Colors option and click OK.
For more information see Windows ® Help.
A message tells you 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 Point at the desktop and click with the secondary button.
The Display Properties window appears.
2 Click Properties, then click the Settings tab.
3 Adjust the screen resolution and/or color quality.
4 Click OK.
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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.
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 PC. Your display contains an extremely large number of thin-film transistors (TFT) and is manufactured using high-precision 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 drive problems
Problems with the hard disk or with a diskette drive usually show up as an inability to access the disk or as sector errors.
Sometimes a disk problem may cause one or more files to appear to have garbage in them. Typical disk problems are:
You are having trouble accessing a disk, or one or more files appear to be missing.
Make sure you are identifying the drive by its correct name
(A: or C:).
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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, then click My 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 CD/DVD drives.
4 Click the Tools tab.
5 Click the Check now button.
The Check Disk All Apps box appears.
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 some time, your files may have become fragmented. Run Disk Defragmenter.
To do this, click Start, then click All Programs, point to
Accessories and System Tools, and click Disk
Defragmenter.
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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 computer displays the
Non-system disk or disk error
message.
If you are starting the computer from a diskette, the diskette in the drive does not have the files necessary to start the computer. Replace it with a bootable diskette.
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 drive problems” on page 198 ).
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DVD-ROM or multi-function drive problems
You cannot access a disc in the drive.
Make sure the tray which holds the CD-ROM or DVD-ROM 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 uppermost. 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 DVD-ROM 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 DVD-ROM eject button on the face of the DVD-ROM tray.
Never use a pencil to press the manual eject button. Pencil lead can break off inside the computer and damage it.
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Some discs run correctly but others do not.
Check the type of disc you are using. The DVD-ROM drive supports the Digital Versatile Disc (DVD) formats DVD-
ROM, DVD-R (read-only), plus CD-ROM, CD-R (readonly), and CD-RW (read-only).
If the problem is with a data CD or DVD, refer to the software’s documentation and check that the hardware configuration meets the program’s needs.
The disc will not come out of the drive when you click the eject button on the screen.
Press the button on the DVD-ROM drive itself. For additional information see “You press the disc eject button, but the drive tray does not slide out.” on page 201 .
Sound system problems
You do not hear any sound from the computer.
Adjust the volume control.
Try pressing Fn + Esc to see if volume mute is disabled.
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
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203 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 188
.
Card Information Structure
When you insert a PC Card into a slot, the computer attempts to determine the type of card and the resources it requires by reading its Card Information Structure (CIS). Sometimes the
CIS contains enough information for you to use the card immediately.
Other cards must be set up before you can use them. Use the
Windows
®
XP PC Card (PCMCIA) Wizard to set up the card.
Refer to your Microsoft
®
documentation for more information, or refer to the documentation that came with the
PC Card.
Some card manufacturers use special software called
enablers to support their cards. Enablers result in nonstandard configurations that can cause problems when installing the PC Card.
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.
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 PCMCIA-equipped computer is available, try the card in that machine. If the card malfunctions again, it may be defective.
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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.
2 Click My Computer icon with the secondary button, then click Properties.
The System Properties dialog box appears.
3 Click the Hardware tab.
4 Click the Device Manager button.
5 Double-click the PCMCIA adapter.
6 Double-click the appropriate PC Card.
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
Manager” on page 190 for more information.
Since all PC Cards share the same socket, each card is not required to have its own address.
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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 Double-click the PC Card icon on the taskbar.
2 Click Safely remove xxxx, where xxxx is the identifier for your PC Card.
The operating system displays a message that you may safely remove the card.
3 Remove the card from the slot.
Never swap modules when the computer is in Hibernation or
Standby mode. This is known as “warm swapping” and is not supported with this computer. For more information on
Hibernation and Standby modes see “Using Hibernation” on page 110
and “Using Standby” on page 112 .
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.
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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 81 or in the instructions that
came with the printer.
You may have connected the printer while the computer is on.
Disable Standby mode, turn off the computer, and turn off the printer. Turn the printer back on, make sure it is on line, 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.
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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 port settings to make sure the hardware and software are referring to the same COM port. See
“Determining the COM port” on page 136 .
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 and still will 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 Wi-Fi antenna switch is on (the light next to the wireless antenna on/off switch will be lit.)
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). Some Toshiba models may have a Wi-Fi antenna 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 website, 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 case-sensitive. Toshiba provides a Client
Manager utility for setting and managing SSIDs.
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❖
❖
Check Control Panel's Device Manager to verify that the
Wi-Fi adapter is recognized by Windows ® , 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.
Verify that the network connection is configured to obtain its Internet Protocol (IP) address dynamically:
1 Click Start, Control Panel.
❖
2 Double-click Network Connections.
3 Right-click the name of your wireless network connection, then click Properties.
4 Select Internet Protocol (TCP/IP), then click
Properties.
5 Select Obtain an IP address automatically.
6 Click OK, then 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.
❖ Click Start, then click Run...
❖ Enter Cmd and press Enter.
❖ 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.
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❖ Use the PING command to verify a connection to the gateway at 192.168.1.1 (a default gateway for most wireless routers).
❖ Click Start, then click Run...
❖
❖
❖
Enter Cmd and press Enter.
Enter PING 192.168.1.1 at the command prompt, and press Enter.
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 website for recent firmware upgrades. Problems with WEP keys, in particular, are frequently addressed in new firmware releases.
Special considerations for Windows XP
Wired Equivalent Privacy (WEP) encryption is not enabled on the wireless access point.
When you install a wireless access point device, Windows XP checks whether WEP encryption is enabled on the device. If it is not enabled, Windows XP adds the device to its list of available wireless networks, but does not create a wireless connection using the device, since the connection would not be secure. You can still, however, use the access point. To use an access point without WEP encryption, follow these steps:
❖ Right-click the Wireless Network icon in the System
Tray (far-right portion of the Windows Taskbar).
❖ Click View Available Wireless Networks.
❖ Select Allow me to connect to the selected wireless
network, even though it is not secure.
❖ Windows XP will now try to establish a wireless connection.
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The Windows XP wireless management facility does not work.
If you are using an external Wi-Fi adapter (a PC Card, USB adapter, or other variety), check if the adapter comes with its own management utility. If it does, the utility may be disabling the Windows XP wireless management facility, in which case you must use the adapter's management utility. If the documentation that accompanies the adapter does not provide enough information to determine if this is the case, contact that vendor's support group for further advice.
DVD operating problems
If you experience a problem playing DVDs, you may be able to fix the problem yourself.
For general problems playing a DVD title, try the following steps:
1 Verify that the disc is in a format that the drive supports.
2 Ensure that the disc is properly inserted in the drive tray.
3 Ensure that the Display properties are not True Color (24bit). If it is set to 24-bit color, there may be a video format error. To verify your display settings:
❖ Click Start, Control Panel, Appearance and Themes, and double-click Display.
❖
❖
Click on the Settings tab and check the Color Palette. It should be set to High Color (16-bit).
If it is not set to High Color, change the settings to 16-bit
color and click OK.
4 Clean the disc and try again.
A dirty drive can also cause audio problems. If you have tried several discs and all fail, consider sending your drive to an authorized service provider to get it cleaned.
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5 Verify that your computer recognizes your DVD-ROM drive. To do this:
Double-click the My Computer icon on the desktop. The
DVD-ROM drive should appear in the list.
6 See “Checking device properties” on page 191 for instructions on using Device Manager to view the DVD-
ROM properties.
7 Check the Toshiba Web site for new information on
DVD-ROM drives and their operation.
A blank screen appears while watching a DVD-ROM movie or title.
Disable the Shut off Monitor feature in the Display Properties using the following steps:
1 Click the secondary mouse button on a blank area of the desktop.
2 Click Properties.
3 Click the Screen Saver tab.
4 Deselect Shut off Monitor.
Jumping video lines appear around the DVD-ROM video window.
To change the screen’s display resolution:
1 Click Start, Control Panel.
The Control Panel window appears.
2 Click Appearance and Themes, and double-click the
Display icon.
The Display Properties dialog box appears.
3 Click the Settings tab.
4 Next to the words Desktop Area, move the slider to a lower setting, such as 800 x 600 or 640 x 480.
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5 Click OK.
DVD titles, games, or applications appear distorted.
Having Stretch enabled when your video resolution is set to
640 x 480 or 800 x 600 can cause distortion. To disable
Stretch, follow the instructions below:
1 Right-click the Desktop, select Properties.
2 Select the Settings tab.
3 Select the Advanced Flat Panel tab.
4 Click Disable Display Stretch Feature.
5 Click OK.
The screen saver runs while you are watching a movie or title.
If the screen saver is enabled, it runs on top of any movie or title you are watching. To disable the screen saver:
1 Click Start, Control Panel.
The Control Panel window appears.
2 Click Appearance and Themes, and double-click the
Display icon.
The Display Properties dialog box appears.
3 Click the Screen Saver tab.
In the Screen Saver list, the current screen saver is highlighted.
4 Click the down arrow at the right of the current screen saver name.
A list of screen savers displays.
5 Click and hold the up arrow by the list or move the slide to the top.
6 Click None.
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7 Click OK.
Develop good computing habits
Save your work frequently.
You can never predict when your computer will lock, forcing you to close a program and lose unsaved changes. Many software programs build in an automatic backup, but you should not rely solely on this feature. Save your work! See
“Computing tips” on page 86 for instructions.
On a regular basis, back up the information stored on your hard disk.
Here are some ways you can do this:
❖ Copy files to diskette.
❖ Connect a tape drive to the system and use specialized software to copy everything on the hard disk to a tape.
❖ Connect your computer to the office network and copy files to your network partition.
Some people use a combination of these methods, backing up all files to tape weekly and copying critical files to diskette on a daily basis.
If you have installed your own programs, you should back up these programs as well as your data files. If something goes wrong that requires you to reformat your hard disk and start again, reloading all your programs and data files from a backup source will save time.
Read the user’s guides.
It is very difficult to provide a fail-safe set of steps you can follow every time you experience a problem with the computer. Your ability to solve problems will improve as you learn about how the computer and its software work together.
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Get familiar with all the user’s guides provided with your computer, as well as the manuals that come with the programs and devices you purchase.
Your local computer store or book store sells a variety of selfhelp books you can use to supplement the information in the manuals.
Data and system configuration backup in Windows XP
Windows XP offers some easy-to-use features for backing up your Windows settings and your data – documents and other important files. Take advantage of these features to protect yourself from much more difficult and time-consuming restoration procedures, and to safeguard your valuable data from loss.
Saving system configuration with Restore Points
The System Restore feature of Windows XP quickly creates
Restore Points—‘snapshots’ of your Windows configuration—and saves them for later recall. If you experience problems after installing some new hardware or software, you can easily select a previously established
Control Point to ‘turn back the clock,’ restoring Windows to the state it was in just prior to the installation. This is much easier and more effective than uninstalling the hardware or software, which often leaves behind unwanted files and settings. It is also easy to undo a Restore Point selection, if you change your mind.
Follow these steps to create a Restore Point using the System
Restore utility:
1 Click Start.
2 Click Help and Support.
3 Under Pick a Task, click Undo changes to your
computer with System Restore.
4 Click Create a restore point, and then click Next.
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5 In the Restore point description field, enter a name that is descriptive enough to be easily understand in the future, such as “Before installing Brand X Accounting app.” Then click Create.
6 Windows creates the Restore Point and automatically stamps it with the current date and time.
Then, at a later time, you can re-establish your Windows configuration using the saved Restore Point. To do this:
1 Click Start.
2 Click Help and Support.
3 Under Pick a Task, click Undo changes to your
computer with System Restore.
4 Click Restore my computer to an earlier time, then click Next.
5 A calendar will be presented, showing a month at a time.
Each date for which a Restore Point has been set will be marked as bold. When a boldfaced date is clicked, a description of the Restore Point will appear in a list to the right.
NOTE
This list may contain Restore Points that you did not create.
Restore Points labeled System Checkpoint were automatically created by Windows XP. Other Restore Points may have been created automatically by applications when they were installed.
6 Select the desired Restore Point from the list, and then click Next.
7 Your Windows configuration will now be restored to the state it was in when the chosen Restore Point was created.
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Backing up your data to CDs with Windows XP
For most of us, by far the most valuable component of our computer system is the data we have created with it, and stored on its hard disk drive. Since problems with either hardware or software can make the data inaccessible or even destroy it, the next most valuable component of your computer system may be a recent backup of your data.
Fortunately, Windows XP offers a convenient way to back up your important data files to CDs, a relatively high-capacity storage media. No additional software is required. Most of the CD and DVD drives built into recent Toshiba portable computer models can write to (or ‘burn’) as well as read from
CDs. External CD and DVD writers are also widely available.
Follow these steps to back up files in the My Documents folder to one or more CDs:
1 Put a blank CD-R (CD-recordable) disc into the computer’s
CD or DVD drive.
2 A menu of options will appear. Select Open writable
CD folder using Windows Explorer, and click OK.
3 A Windows Explorer window will open for the blank
CD. This window will be referred to as “the CD window.”
4 Open a second Windows Explorer window, by clicking
Start, then My Computer.
5 In this second window, browse to the files you wish to back up. Click the down-pointing arrow at the upper right of the window (to the left of the Go button) to see a list of locations that includes My Documents—a likely location of your data.
6 Drag and drop folders or individual files from this window into the CD window. If the files do not immediately appear in the CD window, press F5 (or click
View, Refresh) to prompt Windows to display them.
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NOTE
Documents and other data files that you create as you work are typically stored in the My Documents folder. You may also wish to back up other important data files stored elsewhere on your hard disk drive, for example:
❖ E-mail files and settings—for Outlook, Outlook Express, or other e-mail apps. Visit the vendors’ Web sites
(www.microsoft.com, for example) for detailed instructions.
❖
❖
Newsgroup files and settings—for Outlook Express, or other newsgroup readers. Visit the vendors’ Web sites for detailed instructions.
Other data files. If you do not find an application’s data files in any of the folders within the My Documents folder, check the application’s options or preferences settings to discover the locations of the files.
7 When you have finished copying files to the CD window, click File, Write these files to CD.
8 A CD Writing Wizard will appear, prompting for a name for the CD. You may accept the default name, or enter a new (more descriptive) name. Click Next to continue.
9 The CD Writing Wizard will now write the selected files to the CD. It is best not to use the computer for any other tasks during this operation, so as not to interrupt it.
10 Finally, click Finish. The CD will be ejected. It should contain all of the files you have selected, but you may easily verify this by placing the CD back into the drive, and viewing the list of files.
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Favorites (bookmarks) for Internet Explorer and other
Web browsers
Follow these steps to back up your Favorites for Internet
Explorer (ver 5.0 or newer):
1 In Internet Explorer, click File, Import and Export.
2 The Import/Export Wizard will appear. Click Next.
3 Click Export Favorites, Next. (To restore the Favorites to the hard disk drive later you would select Import
Favorites from this list.)
4 A list of your Favorites folders will appear, with the toplevel Favorites folder selected (highlighted). Click Next to back up all of your Favorites, or select a particular
Favorites folder to back up, then click Next.
5 In the Export Favorites Destination window, use the
Browse button to browse to the My Documents folder.
Click Save in the Select Bookmark file window, and then click Next.
6 Click Finish. The message “Successfully exported
favorites” should appear.
7 Follow the steps above for backing up files from the My
Documents folder to a CD.
Each CD has room for 650-700 megabytes of data. Follow this same set of steps any number of times to back up any number of files to as many CDs as is required to hold them.
Windows XP also includes a Backup utility, though it does not directly support writing to CDs. For more information, click Start, Help and Support, or start the Backup utility by clicking Start, All Programs, Accessories, System Tools,
Backup.
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General tips for installing hardware and software
Here are a few tips to help insure safe and easy installation of new hardware (printers, pointing devices, external hard drives, DVD writers, scanners, etc.) and software
(applications like Microsoft Office and Adobe Photoshop, or utility software such as special toolbars for your web browser).
❖ Create a Restore Point (see “Saving system configuration with Restore Points” on page 215 ). Before installing anything, use the System Restore utility to set a Restore
Point (see the section titled Restore Points). If anything goes wrong, you will then be able to easily restore
Windows to the state it was in prior to the installation, undoing any changes the installation process introduced.
❖ Back up your critical data (see “Backing up your data to
CDs with Windows XP” on page 217 ).
❖ Have your factory Restore/Reconfiguration CD(s) on hand in case you need any files from them.
❖ Do not guess; follow directions carefully! It is often necessary to run an installation utility first—before connecting a new hardware item to the computer. If the device is connected first, it may be very difficult to complete the installation successfully. Always carefully follow the installation instructions that accompany the hardware or software.
❖ Restart Windows. Always restart Windows after each installation, even if the installation utility does not prompt you to do so. This will insure that the installation is completed, and will clean up anything that the installation utility left behind.
❖ Do one installation at a time. If you have several new items to add to your computer system, install just one at a time, creating Restore Points immediately before each successive installation. This will make it much easier to determine the origin of any new problems. For best results, follow this sequence:
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1 Back up critical data.
2 Create a Restore Point.
3 Install one item of hardware or software.
4 Restart Windows.
5 Use the new hardware or software for a while, noting any new problems. Make sure that your critical applications (e-mail, business apps, etc.) are working correctly, and verify that important devices are still functioning.
6 For each additional hardware or software item, repeat these steps, starting at step 1 if any of your critical data has changed, or starting at step 2 if no critical data has changed.
If you need further assistance
If you have followed the recommendations in this chapter and are still having problems, you may need additional technical assistance. This section contains the steps to take to ask for help.
Before you contact Toshiba
Since some problems may be related to the operating system or the program you are using, it is important to investigate other sources of assistance first.
Try the following before you contact Toshiba:
❖ Review the troubleshooting information in your operating system documentation.
❖ If the problem occurs while you are running a program, consult the program’s documentation for troubleshooting suggestions. Contact the software company’s technical support group for their assistance.
❖ Consult the dealer from whom you purchased your computer and/or program. Your dealer is your best source for current information.
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Detailed system specifications are available at www.ts.toshiba.com
by selecting your particular product and model number, clicking GO, and then clicking the Detailed
Specs link from the menu on the left, or just refer to the computer documentation shipped with your product.
For the number of a Toshiba dealer near you in the United
States, call: (800) 457-7777.
Contacting Toshiba
If you still need help and suspect that the problem is hardware-related, Toshiba offers a variety of resources to help you .
Toshiba’s Technical Support Website
For technical support, or to stay current on the most recent software and hardware options for your computer, and for other product information, be sure to regularly check the
Toshiba Web site at pcsupport.toshiba.com
.
Toshiba voice contact
Before calling Toshiba, make sure you have:
❖ Your computer’s serial number
❖
❖
The computer and any optional devices related to the problem
Backup copies of your Windows
® operating system and all other preloaded software on your choice of media
❖ Name and version of the program involved in the problem along with its installation media
❖ Information about what you were doing when the problem occurred
❖ Exact error messages and when they occurred
For technical support, call the Toshiba Global Support
Centre:
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223
Within the United States at (800) 457-7777
Outside the United States at (949) 859-4273
Other Toshiba Internet Web sites
toshiba.com
computers.toshiba.com
accessories.toshiba.com
www.toshiba.ca
www.toshiba-Europe.com
www.toshiba.co.jp/index.htm
http://servicio.toshiba.com
Worldwide Toshiba corporate site
Marketing and product information in the USA
Accessories information in the USA
Canada
Europe
Japan
Mexico and all of Latin
America
Toshiba’s worldwide offices
Australia
Toshiba (Australia) Pty. Limited
84-92 Talavera Road
North Ryde NSW 2113
Sydney
Australia
France
Toshiba Systèmes (France) S.A.
7, Rue Ampère; B. P. 131
92800 Puteaux Cédex
France
Canada
Toshiba Canada Ltd.
191 McNabb Street
Markham, Ontario
L3R - 8H2
Canada
Germany
Toshiba Europe GmbH
Leibnizstraße 2
D-93055 Regensburg
Germany
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Toshiba’s worldwide offices
Italy
Centro Direzionale Colleoni
Palazzo Perseo
Via Paracelso 10
20041, Agrate Brianza
Milano, Italy
Latin America and Caribbean
Toshiba America Information
Systems
9740 Irvine Blvd.
Irvine, California 92618
USA
800-457-7777 (within the US)
949-859-4273 (outside of the US - this call may incur long-distance charges)
Spain
Toshiba Information Systems
(España) S.A.
Parque Empresarial San Fernando
Edificio Europa, 1a Planta
Escalera A
28831 (Madrid) San Fernando de
Henares
Spain
United States
Toshiba America Information
Systems, Inc.
9740 Irvine Boulevard
Irvine, California 92618
United States
Japan
Toshiba Corporation, PCO-IO
1-1, Shibaura 1-Chome
Minato-Ku, Tokyo, 105-8001
Japan
Mexico
Toshiba de México S.A. de C.V.
Sierra Candela No.111, 6to. Piso
Col. Lomas de Chapultepec.
CP 11000 Mexico, DF.
United Kingdom
Toshiba Information Systems
(U.K) Ltd.
Toshiba Court
Weybridge Business Park
Addlestone Road
Weybridge, Surrey KT15 2UL
United Kingdom
The Rest of Europe
Toshiba Europe (I.E.) GmbH
Hammfelddamm 8
D-4-1460 Neuss
Germany
For more information on additional Toshiba worldwide locations, please visit: www.toshiba.co.jp/index.htm
.
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