Chapter 9

Troubleshooting

TOSHIBA have designed this computer for durability, however, should problems occur you are able to use the procedures detailed in this chapter to help determine the cause.

All users should become familiar with this chapter as knowing what might go wrong can help prevent problems from occurring in the first place.

Problem solving process

Resolving problems will be much easier if you observe the following guidelines:

■ Stop immediately when you recognize a problem exists as taking further action may result in data loss or damage, or you may destroy valuable problem-related information that can help solve the problem.

■ Observe what is happening. Write down what the system is doing and what actions you performed immediately before the problem occurred.

If you have a printer attached, print a copy of the screen using the computer's PRTSC key.

Please also be aware that the questions and procedures described in this chapter are meant only as a guide, they are not definitive problem solving techniques. In reality many problems can be solved simply, but a few may require help from your reseller, dealer or service provider. If you find you need to consult others, be prepared to describe the problem in as much detail as possible.

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Troubleshooting

Preliminary checklist

You should always consider the simplest solution first - the items detailed in this checklist are easy to fix and yet may cause what appears to be a serious problem:

■ Make sure you turn on all peripheral devices before you turn on the computer - this includes your printer and any other external device you are using.

■ Before you attach an external device you should first turn the computer off, then when you turn the computer back on again it will recognize the new device.

■ Make sure all optional accessories are configured properly in the computer's setup program and that all required driver software has been loaded (please refer to the documentation included with the optional accessories for further information on its installation and configuration).

■ Check all cables to ensure they are correctly and firmly attached to the computer - loose cables can cause signal errors.

■ Inspect all connecting cables for loose wires and all connectors for loose pins.

■ Check that your floppy diskette, CD, DVD or BD media is correctly loaded.

Always try to make detailed notes of your observations and keep them in a permanent error log. This will help you to describe your problems to your reseller, dealer or service provider. In addition, if a problem recurs, the log you have made will help to identify the problem faster.

Analyzing the problem

Sometimes the computer will give you clues that can help you identify why it is malfunctioning. In view of this you should keep the following questions in mind:

■ Which part of the computer is not operating properly - keyboard, hard disk drive, optical disc drive, display panel, touch pad, touch pad control buttons - as each device will produce different symptoms.

■ Check the options within the operating system to ensure that its configuration is set properly.

■ What appears on the display? Does it display any messages or random characters? If you have a printer attached, print a copy of the screen using the PRTSC key and, if possible, look up the messages in the documentation included with the computer, software or operating system.

■ Check that all connecting cables are correctly and firmly attached as loose cables can cause erroneous or intermittent signals.

■ Do any indicators light up? If so, which ones, what color are they and do they stay on or blink? Write down what you see.

■ Do you hear any beeps? If so, how many, are they long or short, and are they high-pitched or low-pitched? In addition, is the computer making any unusual noises? Write down what you hear.

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Troubleshooting

Record your observations so you can describe them in detail to your reseller, dealer or service provider.

Software The problems may be caused by your software or disk. If you cannot load a software package, the media may be damaged or the program might be corrupted. In these instances try loading another copy of the software if possible.

If an error message appears while you are using a software package you should refer to the documentation supplied with it as this will usually include a problem-solving section or a summary of error messages.

Next, you should check any error messages against the operating system documentation.

Hardware If you cannot find a software problem, you should then check the setup and configuration of your hardware. First, run through the items in the preliminary checklist as described previously. Then, if you still cannot correct the problem, try to identify the source - the next section provides checklists for individual components and peripherals.

Before using a peripheral device or application software that is not an authorized Toshiba part or product, make sure the device or software can be used with your computer. Use of incompatible devices may cause injury or may damage your computer.

Hardware and system checklist

This section discusses problems caused by your computer’s hardware or attached peripherals. Basic problems may occur in the following areas:

■ System start-up

■ Self test

■ Power

■ Password

■ Keyboard

■ Internal display panel

■ Hard disk drive

■ PC Card

■ SD/SDHC memory card, miniSD/microSD Card

■ Memory Stick/Memory Stick PRO

■ MultiMediaCard

■ Pointing device

■ USB device

■ eSATA device

■ Memory expansion

■ Recovery Discs

■ Sound system

■ External monitor

■ Modem

■ LAN

■ Wireless LAN

■ Bluetooth

■ HDMI monitor output function

■ Video Playback

System start-up

When the computer does not start properly, check the following items:

■ Self test

■ Power Sources

■ Power-on Password

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Troubleshooting

Self test

While booting up the computer, self test is executed automatically and the following will be displayed:

TOSHIBA Leading Innovation>>>

This message remains on the screen for a few seconds.

If the self test is successful, the computer tries to load the operating system according to how the Boot Priority option is set within the TOSHIBA HW

Setup program.

If any of the following conditions are present, the self test has failed:

■ The computer stops and does not proceed to display information or messages except for the TOSHIBA logo.

■ Random characters appear on the screen and the system does not function normally.

■ The screen displays an error message.

In these instances, turn off the computer, check all cable connections and then restart it. If the self test fails again, contact your reseller, dealer or service provider.

Power

When the computer is not plugged into an AC power outlet, the battery pack is the primary power source. However, your computer also has a number of other power resources, including an intelligent power supply and a Real Time Clock (RTC) battery, all of which are interrelated with any one having the ability to produce apparent power problems.

This section provides checklists for AC power and the battery. If you cannot resolve a problem after following them, the cause may lie with another power related resource - in such an instance you should contact your reseller, dealer or service provider.

Overheating power down

If the processor's temperature reaches an unacceptably high level with either setting, the computer will automatically shut down to prevent any damage - in this instance all unsaved data in memory will be lost.

Problem

Computer shuts down and DC IN indicator blinks green

Procedure

Leave the computer off until the DC IN indicator stops blinking.

It is recommended to leave the computer off until its interior reaches room temperature even though the DC IN indicator stops blinking.

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Troubleshooting

Computer shuts down and DC IN indicator is flashing green

If the computer has reached room temperature and it still does not start, or if it starts but shuts down quickly, contact your reseller, dealer or service provider.

This indicates a problem with the heat dispersal system - you should contact your reseller, dealer or service provider.

AC power

If you have trouble turning on the computer with the AC adaptor connected you should check the status of the DC IN indicator. Please refer to Chapter

6, Power and Power-up Modes

for further information.

Problem

AC adaptor doesn’t power the computer

( DC IN indicator does not glow green)

Procedure

Check the connections to make sure that the power cord/adaptor is firmly connected to the computer and a working power outlet.

Check the condition of the cord and terminals. If the cord is frayed or damaged it should be replaced, while if the terminals are soiled, they should be cleaned with a clean cotton cloth.

If the AC adaptor still does not power the computer, you should contact your reseller, dealer or service provider.

Battery

If you suspect a problem with the battery, you should check the status of the DC IN indicator as well as the Battery indicator. Please refer to Chapter

6, Power and Power-up Modes

for more information on these indicators, together with general battery operation.

Problem

Battery doesn’t power the computer

Battery doesn’t charge when the AC adaptor is attached ( Battery indicator does not glow amber).

Procedure

The battery may be discharged - connect the AC adaptor to recharge the battery.

If the battery is completely discharged, it will not begin charging immediately, in these instances you should wait a few minutes before trying again. If the battery still does not charge, you should check that the power outlet to which the

AC adaptor is connected is supplying power - this can be tested by plugging another appliance into it.

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Troubleshooting

Problem

Battery doesn’t power the computer as long as expected

Procedure

Check whether the battery is hot or cold to the touch - if so, it will not charge properly and should be allowed to reach room temperature before you try again.

Unplug the AC adaptor and remove the battery to make sure its connecting terminals are clean - if necessary wipe them with a soft dry cloth lightly dipped in alcohol.

Connect the AC adaptor and replace the battery, taking care to ensure that it is securely seated in the computer.

Check the Battery indicator - if it does not glow, allow the computer to charge the battery for at least twenty minutes. If the Battery indicator starts to glow after this period, allow the battery to continue to charge for at least another twenty minutes before turning on the computer.

However, if the indicator still does not glow, the battery may be at the end of its operating life and should be replaced. However, if you do not believe the battery is at the end of its operating life, you should speak to your reseller, dealer or service provider.

If you frequently recharge a partially charged battery, the battery might not charge to its full potential - in these instances you should fully discharge the battery and then attempt to charge it again.

Check the Power saver option under Select a power plan in the Power Options .

Real Time Clock

Problem

The following message is displayed on the LCD:

RTC battery is low or

CMOS checksum is inconsistent. Press

[F2] key to set

Date/Time.

Procedure

The RTC battery charge has become exhausted, you should set the date and time in within the

BIOS setup screen through the following steps:

1. Press [F2] key. BIOS setup will boot up.

2. Press [F5] / [F6] to set the date in [System

Date] .

3. Press [F5] / [F6] to set the time in [System

Time] .

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Troubleshooting

Password

Problem

Cannot enter password

Procedure

Please refer to the TOSHIBA Password Utility

section in Chapter 6,

Power and Power-up

Modes for further information.

Keyboard

Keyboard problems can be caused by the setup and configuration of the

computer - please refer to Chapter 5, The Keyboard for further information.

Problem

Output to screen is garbled

Procedure

Please refer to your software's documentation to ensure that its is not remapping the keyboard in any way (remapping involves changing or reassigning the function of each key).

If you are still unable to use the keyboard, you should contact your reseller, dealer or service provider.

Internal display panel

Apparent display panel problems may be related to the computer's setup

and configuration - please refer to Chapter 7, HW Setup and Passwords ,

for further information.

Problem Procedure

No display Press the FN + F5 hot keys to adjust the display priority, and to make sure it is not set for output to an external monitor.

Markings appear on the

LCD screen.

These marks may have come from contact with the keyboard or Touch Pad while the display has been closed. You should try to remove the marks by gently wiping the display panel with a clean dry cloth or, if this fails, with a good quality LCD screen cleaner. In this latter instance you should always follow the instructions with the screen cleaner and always ensure you let the LCD screen dry properly before closing it.

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Troubleshooting

Problem

Problems above remain unresolved or other problems occur

Procedure

You should initially refer to the documentation supplied with you software to determine if it is this that is causing the problems. Alternatively you may wish to run the TOSHIBA PC

Diagnostic Tool to check the general operation of the computer.

If you are still unable to resolve the problem, contact your reseller, dealer or service provider.

Display Power Saving Technology Display Power Saving Technology: Your model may include the Display Power Saving Technology Display Power

Saving Technology feature that can save the computer's power consumption by optimizing picture contrast on the internal LCD. This feature can be used if the computer is:

■ configured with Mobile Intel ® chip by Intel ® *

HM55 Express Chipset model in graphic

■ running under battery mode

■ using the internal LCD display only

The power and performance settings can be adjusted in the Intel ®

Graphics and Media Control Panel.

To access this control panel go to

Control Panel

Change display settings

Media Control Panel

Features J

J Appearance and Personalizaion

J

J Advanced settings

Graphics Properties

Graphics Power Plan Settings

Display Power Saving Technology

J

J

J

J Display

Intel

Power

® Graphics and

J

J

Power

select On battery J f you want to improve the picture quality under the conditions mentioned above, adjust the setting towards Maximum Quality or disable this feature.

*Please visit your region's web site or refer to the catalog for the configuration details of the model that you have purchased.

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Troubleshooting

Solid State Drive

Problem

Computer does not boot from hard disk drive

Procedure

Check to see whether that is a floppy diskette in the floppy diskette drive or a CD-ROM/DVDROM in the optical disc drive - if so remove it and try to start the computer again.

If this has no effect, check the Boot Priority setting within the TOSHIBA HW Setup utility -

please refer to the Boot Priority section in

Chapter 7,

HW Setup and Passwords

for further information.

Please refer to your operating system documentation in order to determine whether there is a problem with any of the operating system files or settings.

Hard disk drive

Problem

Computer does not boot from hard disk drive

User’s Manual

Slow performance

Procedure

Check to see whether that is a floppy diskette in the floppy diskette drive or a CD-ROM/DVD-

ROM in the optical disc drive - if so remove it and try to start the computer again.

If this has no effect, check the Boot Priority setting within the TOSHIBA HW Setup utility -

please refer to the Boot Priority section in

Chapter 7,

HW Setup and Passwords

for further information.

Please refer to your operating system documentation in order to determine whether there is a problem with any of the operating system files or settings.

The files on the hard disk drive may be fragmented - in this instance you should run the disk Defragmentation utility to check the condition of your files and the hard disk drive.

Please refer to the operating system's documentation or online Help File for further information on operating and using the

Defragmentation utility.

As a last resort you should reformat the hard disk drive and then reload the operating system and all other files and data. If you are still unable to resolve the problem, contact your reseller, dealer or service provider.

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Troubleshooting

DVD Super Multi drive

For further information, please refer to Chapter 4,

Operating Basics

.

Problem Procedure

You cannot access a

CD/DVD/BD in the drive

Make sure the drive's disc tray is securely closed - press it gently into the computer until it clicks into place.

Open the drive's disc tray and ensure the CD or

DVD is properly seated - it should lie flat with the label facing upwards.

Some CD/DVD/BDs run correctly, but others do not

A foreign object in the drive's disc slot could block laser light from reading the CD or DVD - remove any foreign objects or obstructions that may be present.

Check whether the CD or DVD is dirty - if it is, wipe it with a clean cloth lightly dipped in water or

a neutral cleaner. Please refer to the Media care

section in Chapter 4 for further details on cleaning the media.

The computer's software or hardware configuration may be causing a problem. Ensure that these configurations match the requirements of the CD/DVD/BD media (refer to the CD's or

DVD's documentation if available).

Check the type of CD or DVD media that you are using - the drive supports the following:

DVD:

CD:

DVD-ROM, DVD-Video

CD-DA, CD-Text, Photo CD TM

(single/multi-session), CD-ROM Mode

1, Mode 2, CD-ROM XA Mode 2

(Form1, Form2), Enhanced CD (CD-

EXTRA), Addressing Method 2

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Troubleshooting

BD writer drive/BD Combo drive

For further information, please refer to Chapter 4,

Operating Basics

.

Problem

You cannot access a

CD/DVD/BDs in the drive

Procedure

Make sure the drive's disc tray is securely closed - press it gently into the computer until it clicks into place.

Open the drive's disc tray and ensure the CD,

DVD or BD is properly seated - it should lie flat with the label facing upwards.

A foreign object in the drive's disc slot could block laser light from reading the CD, DVD or BD

- remove any foreign objects or obstructions that may be present.

Check whether the CD, DVD or BD is dirty - if it is, wipe it with a clean cloth lightly dipped in water or a neutral cleaner. Please refer to the

Media care

section in Chapter 4 for further details on cleaning the media.

Some CD/DVD/BDs run correctly, but others do not

The computer's software or hardware configuration may be causing a problem. Ensure that these configurations match the requirements of the CD/DVD/BDs media (refer to the CD's,

DVD's or BD's documentation if available).

Check the type of CD, DVD or BD media that you are using - the drive supports the following:

BD:

DVD:

CD:

BD-ROM

DVD-ROM, DVD-Video

CD-DA, CD-Text, Photo CD TM

(single/multi-session), CD-ROM Mode

1, Mode 2, CD-ROM XA Mode 2

(Form1, Form2), Enhanced CD (CD-

EXTRA), Addressing Method 2

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Troubleshooting

USB floppy diskette drive

The USB floppy diskette drive is available only as an option.

For further information, please refer to Chapter 4,

Operating Basics

.

Problem Procedure

Drive does not operate Check the connection between the computer and the drive to ensure that it is properly attached.

Some programs run correctly but others do not

You cannot access the external floppy diskette drive

The computer's software or hardware configuration may be causing a problem - ensure that these configurations match your requirements (refer to any relevant documentation, for example that supplied with any software in use, for further information).

Try another floppy diskette in the drive - if you are able to access this disk then it indicates the original disk and not the drive is probably causing the problem.

If you are still unable to resolve the problem, contact your reseller, dealer or service provider.

PC Card

For further information, please refer to Chapter 8,

Optional Devices .

Problem Procedure

PC Card error occurs Remove the PC Card from the computer and then re-insert it in order to ensure it is firmly connected.

In the event that the PC Card is attached to an external peripheral device, ensure that this connection is properly made.

If the problem persists, then you should refer to the documentation supplied with your PC Card for further information.

If you are still unable to resolve the problem, contact your reseller, dealer or service provider.

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Troubleshooting

SD/SDHC memory card, miniSD/microSD Card

For further information, please refer to Chapter 8,

Optional Devices .

Problem

SD/SDHC memory card, miniSD/microSD

Card error occurs

Procedure

Remove the SD/SDHC memory card, miniSD/microSD Card from the computer and then reinsert it in order to ensure it is firmly connected.

If the problem persists, then you should refer to the documentation supplied with your SD/SDHC memory card, miniSD/microSD Card for further information.

You cannot write to an

SD/SDHC memory card

Remove the SD/SDHC memory card from the computer and check to ensure that it is not write protected.

You cannot read a file Check to ensure the required file is actually on the SD/SDHC memory card, miniSD/microSD

Card that is inserted into the computer.

If you are still unable to resolve the problem, contact your reseller, dealer or service provider.

Memory Stick/Memory Stick PRO

For further information, please refer to Chapter 8,

Optional Devices .

Problem

Memory Stick/Memory

Stick PRO error occurs

Procedure

Remove the Memory Stick/Memory Stick PRO from the computer and then reinsert it in order to ensure it is firmly connected.

If the problem persists, then you should refer to the documentation supplied with your Memory

Stick/Memory Stick PRO for further information.

You cannot write to an

Memory Stick/Memory

Stick PRO

Remove the Memory Stick/Memory Stick PRO from the computer and check to ensure that it is not write protected.

You cannot read a file Check to ensure the required file is actually on the Memory Stick/Memory Stick PRO that is inserted into the computer.

If you are still unable to resolve the problem, contact your reseller, dealer or service provider.

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Troubleshooting

MultiMediaCard

For further information, please refer to Chapter 8,

Optional Devices .

Problem

MultiMediaCard error occurs

Procedure

Remove the MultiMediaCard from the computer and then reinsert it in order to ensure it is firmly connected.

If the problem persists, then you should refer to the documentation supplied with your

MultiMediaCard for further information.

You cannot read a file Check to ensure the required file is actually on the MultiMediaCard that is inserted into the computer.

If you are still unable to resolve the problem, contact your reseller, dealer or service provider.

Pointing device

If you are using a USB mouse, you should also refer to both the USB device

section in this chapter, and the documentation supplied with your mouse.

Touch Pad

Problem

On-screen pointer does not respond to pointing device operation

Double-tapping does not work

Procedure

In this instance the system might be busy - Try moving the mouse again after waiting a short while.

In this instance, you should initially try changing the double-click speed setting within the Mouse

Control utility.

1. To access this utility, click Start → Control

Panel → Hardware and Sound → Mouse icon.

2. Within the Mouse Properties window, click the Buttons tab.

3. Set the double-click speed as required and click OK .

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Troubleshooting

Problem

The mouse pointer moves too fast or too slow

The reaction of Touch pad is either too sensitive or not sensitive enough.

Procedure

In this instance, you should initially try changing the speed setting within the Mouse Control utility.

1. To access this utility, click Start → Control

Panel → Hardware and Sound → Mouse icon.

2. Within the Mouse Properties window, click the Pointer Options tab.

3. Set the pointer speed as required and click

OK .

If you are still unable to resolve the problem, contact your reseller, dealer or service provider.

Adjust the touch Sensitivity.

1. Click Start → Control Panel → Hardware and Sound → Mouse icon.

2. Within the Mouse Properties window, click the Device Settings tab.

3. Click the Settings button.

4. Properties for Synaptics Touch Pad Vx.x on

PS/2 Port window is displayed.

5. Select Sensitivity from the Select an item list.

6. Select Touch Sensitivity and move the slider bar to adjust the sensitivity.

7. Click the OK button.

If you are still unable to resolve the problem, contact your reseller, dealer or service provider.

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Troubleshooting

USB mouse

Problem

On-screen pointer does not respond to mouse operation

Double-clicking does not work

The mouse pointer moves too fast or too slow

The mouse pointer moves erratically

Procedure

In this instance the system might be busy. Try moving the mouse again after waiting a short while.

Remove the mouse from the computer and then reconnect it to a free USB port it in order to ensure it is firmly attached.

In this instance, you should initially try changing the double-click speed setting within the Mouse

Control utility.

1. To access this utility, click Start → Control

Panel → Hardware and Sound → Mouse icon.

2. Within the Mouse Properties window, click the Buttons tab.

3. Set the double-click speed as required and click OK .

In this instance, you should initially try changing the speed setting within the Mouse Control utility.

1. To access this utility, click Start → Control

Panel → Hardware and Sound → Mouse icon.

2. Within the Mouse Properties window, click the Pointer Options tab.

3. Set the pointer speed as required and click

OK .

The elements of the mouse responsible for detecting movement might be dirty - please refer to the documentation supplied with the mouse for instructions on how to clean it.

If you are still unable to resolve the problem, contact your reseller, dealer or service provider.

9-16

Troubleshooting

USB device

In addition to the information in this section, please also refer to the documentation supplied with your USB device.

Problem

USB device does not work

Procedure

Remove the USB device from the computer and then reconnect it to a free port in order to ensure it is firmly attached.

Ensure that any required USB device drivers are properly installed - to achieve this you should refer to both the device documentation and the operating system documentation.

eSATA device

In addition to the information in this section, please also refer to the documentation supplied with your

eSATA device

.

Problem eSATA device does not work

Procedure

Remove the eSATA device from the computer and then reconnect it to a free port it in order to ensure it is firmly attached.

A connected eSATA device may not be recognized if it is connected to the computer's eSATA/USB combo port while the computer is in

Sleep Mode or Hibernation Mode. If this occurs, disconnect the eSATA device and then reconnect the device while the computer is turned on.

Ensure that any required eSATA device drivers are properly installed - to achieve this you should refer to both the device documentation and the operating system documentation.

If you are still unable to resolve the problem, contact your reseller, dealer or service provider.

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Troubleshooting

Additional memory module

Please also refer to Chapter 8,

Optional Devices

, for further information on installing and removing memory modules.

Problem

An error will occur if a memory module is inserted into Slot B while no memory module is inserted in

Slot A.

Procedure

If there is a memory malfunction, the Power indicator will repeatedly flash (on for 0.5 seconds, off for 0.5 seconds) in the following patterns:

If there is an error in only slot A or no memory module is inserted in Slot A: amber twice, then green once.

If there is an error in

Slot B: amber once, then green twice.

If there are errors in both Slot A and Slot B: amber twice, then green twice.

In the event of Power indicator flashes when the computer is turned on you should initially ensure that the installed memory module(s) are compatible with the computer. If you determine that an incompatible module has been installed, you should follow the steps as detailed below:

1. Turn off the computer.

2. Disconnect the AC adaptor and all peripheral devices.

3. Remove the battery pack.

4. Remove the incompatible memory module.

5. Install the battery and/or connect the AC adaptor.

6. Turn on the computer.

If you are still unable to resolve the problem, contact your reseller, dealer or service provider.

Remove the memory module from Slot B and insert it into Slot A.

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Troubleshooting

Sound system

In addition to the information in this section, please also refer to the documentation supplied with your audio device.

Problem

No sound is heard

Annoying sound is heard

Procedure

Adjust the volume control.

Turn the dial clockwise to increase the volume and turn the dial counterclockwise to decrease the volume.

Check the software volume settings.

Please check to see if Mute is turned to Off.

Check to make sure the headphone connection is secure.

Check within the Windows Device Manager application to ensure the sound function is enabled.

If you are still unable to resolve the problem, contact your reseller, dealer or service provider.

In this instance you may be experiencing feedback from either the internal microphone or an external microphone connected to the

computer - please refer to Sound system in

Chapter 4,

Operating Basics

for further information.

Volume cannot be adjusted when Windows is turned on or turned off.

If you are still unable to resolve the problem, contact your reseller, dealer or service provider.

Volume control

Problem

No sound is heard

Annoying sound is heard

Procedure

Adjust the volume control.

Turn the dial clockwise to increase the volume and Turn the dial counterclockwise to decrease the volume.

Turn the volume control while verifying the volume in order to adjust.

Volume cannot be adjusted when Windows is turned on or turned off.

If you are still unable to resolve the problem, contact your reseller, dealer or service provider.

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Troubleshooting

External monitor

Please also refer to Chapter 8, Optional Devices , and to the documentation

supplied with your monitor for further information.

Problem

Monitor does not turn on

No display

Display error occurs

Procedure

After confirming that the monitor's power switch is on, you should check the connections to make sure that the power cord/adaptor is firmly connected to the monitor and to a working power outlet.

Try adjusting the contrast and brightness controls on the external monitor.

Press the FN + F5 hot key in order to change the display priority and ensure that it is not set for the internal display panel only.

Check to see if the external monitor is connected.

When the external monitor is set as the primary display device in extended desktop mode, it will not display when the computer wakes up from

Sleep Mode if the external monitor has been disconnected while in Sleep Mode.

To keep this from happening, do not disconnect the external monitor while the computer is in

Sleep or Hibernation Mode.

Remember to turn off the computer before disconnecting the external monitor.

When the display panel and an external monitor are set to clone mode and the monitors are turned off by the timer, the display panel or the external monitor may not display when turned on again.

If this occurs, press FN + F5 to re-set the display panel and external monitor to clone mode.

Check that the cable connecting the external monitor to the computer is firmly attached.

If you are still unable to resolve the problem, contact your reseller, dealer or service provider.

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Troubleshooting

Modem

This information is applicable to the models equipped with a built-in modem.

Problem

Communication software can’t initialize modem

You can hear a dial tone but can’t make a call

Procedure

Make sure the computer's internal modem settings are correct. Please refer to the Phone and Modem Options link within the Windows

Control Panel.

If the call is going through a Private Branch

Exchange (PBX), take care to ensure that the communication application's tone dial detection feature is disabled.

Make sure that the settings are correct within your communication application.

You place a call, but a connection can’t be made

After making a call you can’t hear a ring

Communication is cut off unexpectedly

Ensure that the communication application's tone or pulse dialling selection feature is set correctly.

The computer will automatically cut off communication when connection with the carrier is not successful for a set time interval - try lengthening this time interval within your communication application.

A CONNECT display is quickly replaced by NO

CARRIER

Ensure that the communication application's error control feature is set correctly.

Character display becomes garbled during a communication

When transmitting data you should ensure that the parity bit and stop bit settings correspond with those of the remote computer. You should check the flow control and communication protocol settings within your communication application.

You cannot receive an incoming call

Ensure that the communication application's rings before auto answer feature is set correctly.

If you are still unable to resolve the problem, contact your reseller, dealer or service provider.

User’s Manual 9-21

Troubleshooting

LAN

Problem Procedure

Cannot access LAN Check for a firm cable connection between the

LAN jack and the LAN HUB.

Wake-up on LAN does not work

Make sure the AC adaptor is connected. The

Wake-up on LAN function consumes power even when the system is off.

If problems persist, consult your LAN administrator.

Wireless LAN

If the following procedures do not restore LAN access, consult your LAN administrator. For more information on wireless communication, refer to

Chapter 4,

Operating Basics .

Problem

Cannot access

Wireless LAN

Procedure

Click Start J All programs J Toshiba J

Utilities J Toshiba HWSetup and click Lan tab to check the Wireless Communication Switch setting is "ON".

Bluetooth

For further information on Bluetooth wireless communication, please refer to Chapter 4,

Operating Basics .

Problem

Cannot access

Bluetooth device

Procedure

Check to ensure the Bluetooth Manager application is running on the computer and that power to the external Bluetooth device is turned on.

Check to ensure that no optional Bluetooth

Adaptor is installed in the computer - the built-in

Bluetooth hardware cannot operate simultaneously with another Bluetooth controller.

If you are still unable to resolve the problem, contact your reseller, dealer or service provider.

User’s Manual 9-22

Troubleshooting

HDMI monitor output function

Problem

No display

Procedure

Try adjusting the contrast and brightness controls on the television.

Press the FN + F5 hot key in order to change the display priority and ensure that it is not set for the internal display panel only.

If you are still unable to resolve the problem, contact your reseller, dealer or service provider.

If you turn the computer off into Sleep Mode while the display is on TV, the computer will select either the internal LCD or an external computer CRT as the display device the next time is switched on.

TOSHIBA support

If you require any additional help using your computer or if you are having problems operating the computer, you may need to contact TOSHIBA for additional technical assistance.

Before you call

Some problems you experience may be related to software or the operating system so it is important that you investigate other sources of assistance first. Before contacting TOSHIBA, try the following:

■ Review troubleshooting sections in the documentation supplied with your software and/or peripheral devices.

■ If a problem occurs when you are running software applications, consult the software documentation for troubleshooting suggestions and consider calling the software company's technical support department for assistance.

■ Consult the reseller or dealer from where you purchased your computer and/or software - they are your best resource for current information and support.

User’s Manual 9-23

Troubleshooting

Where to write

If you are still unable to solve the problem and suspect that it is hardware related, write to TOSHIBA at the nearest location listed below:

Outside of Europe

Australia

TOSHIBA Australia Pty. Ltd.

Information Systems Division

Building C, 12-24 Talavera Rd,

North Ryde, 2113, NSW, Australia

Canada

TOSHIBA of Canada Ltd.

191 McNabb Street, Markham,

Ontario L3R 8H2

China

TOSHIBA Personal Computer &

Network (Shanghai) Co., Ltd.

10F, BEA Finance Tower, No.66

Hua Yuan Shi Qiao Road, Pudong,

Shanghai, P.R.China 200120

Singapore

Toshiba Singapore Pte., Ltd.

438B Alexandra Road Alexandra

Technopark #06-01 Singapore

119968

United States of America

Toshiba America Information

Systems, Inc.

Digital Products Division

9740 Irvine Boulevard

Irvine, CA 92618-1697

India

Toshiba India Pvt. Ltd

6F, Dr. Gopal Das Bhawan,

28, Barakhamba Road,

New Delhi - 110001 India

In Europe

Germany & Austria

Toshiba Europe GmbH

Hammfelddamm 8

D-41460, Neuss, Deutschland

France

Toshiba Systèmes (France) S.A.

7 Rue Ampère B.P. 131

92804, Puteaux Cédex, France

Netherlands

Toshiba Information Systems

Benelux

Westbroek 36-46 4822 ZW, Breda,

Nederland

Spain

Toshiba Europe GmbH Sucursal en

España

Parque Empresarial San Fernando

Edificio Europa, 1a Planta, Escalera

A 28830, Madrid, España

United Kingdom

Toshiba Information Systems (UK) Ltd

Toshiba Court, Weybridge Business

Park, Addlestone Road KT15 2UL,

Weybridge, Surrey, United Kingdom

The Rest of Europe

Toshiba Europe GmbH

Hammfelddamm 8

D-41460, Neuss, Deutschland

User’s Manual 9-24