How JustAnswer Works:
  • Ask an Expert
    Experts are full of valuable knowledge and are ready to help with any question. Credentials confirmed by a Fortune 500 verification firm.
  • Get a Professional Answer
    Via email, text message, or notification as you wait on our site.
    Ask follow up questions if you need to.
  • 100% Satisfaction Guarantee
    Rate the answer you receive.
Ask Andy Your Own Question
Andy
Andy, Computer Consultant
Category: Computer
Satisfied Customers: 5316
Experience:  11yr exp, Comp Engg, Internet expert, Web developer, SEO
16465236
Type Your Computer Question Here...
Andy is online now
A new question is answered every 9 seconds

I have an C850 Toshiba satellite laptop.

Customer Question

I have an C850 Toshiba satellite laptop. I am unable to access the Internet. When the problem is diagnosed the answer is stated as go to Restore. I get to Restore system files and settings....and it says, a Volume Shadow Copy Service encountered an unexpected error? Check the application event log for more information (o80042302) . I need help. Please. Thanks, XXXXX XXXXX xxx xxx Xxxx

Submitted: 3 years ago.
Category: Computer
Expert:  Marco replied 3 years ago.

Marco :

Hi there,

Marco :

My name is XXXXX XXXXX I'll be assisting you with this issue.

Marco :

PLEASE NOTE: If this chat is idle for 5 minutes (no messages received by either party) it times out. If you do login to this chat and it appears I'm offline, please leave me a message here and I'll connect as soon as I can.

JACUSTOMER-ueltzg99- : Marco, I await your advice, answer
Marco :

ok

Marco :

thanks

Marco :

can you please turn off the laptop

JACUSTOMER-ueltzg99- : It is off
Marco :

Ok please turn it on

Marco :

and let it run into windows 8

JACUSTOMER-ueltzg99- : Ok doing that
Marco :

ok thanks

JACUSTOMER-ueltzg99- : I am at the start with the apps on the screen
Marco :

ok

Marco :

how are you connecting to the internet

Marco :

via wifi or a cable?

JACUSTOMER-ueltzg99- : Wifi
Marco :

ok

Marco :

can you move the mouse to the top right corner

Marco :

and check if the wireless is on and it's connected to your wifi router

JACUSTOMER-ueltzg99- : Yes
Marco :

can you open the command prompt

Marco :

and then type ipconfig /all

JACUSTOMER-ueltzg99- : It says on the Internet icon unavailable. I double click it and it says no connections are available. And then in red is
JACUSTOMER-ueltzg99- : troubleshootis troubleshoot. The trouble shoot can not identify the problem.
Marco :

ok sounds like it hasn't successfully obtained an ip address

JACUSTOMER-ueltzg99- : my wife has her lap top too same system and it is working fine
Marco :

yes i think its the wireless connection

Marco :

can you please disconnect it

Marco :

and the reconnect it to your wireless network

JACUSTOMER-ueltzg99- : Marco
Marco :

yes

Marco :

when i mean disconnect it, i mean from your windows 8

Marco :

disconnect it

JACUSTOMER-ueltzg99- : Marco,
JACUSTOMER-ueltzg99- : one item I did not mention . I attempted to download a Dell cd with Office on the cd and I was unsucessful
Marco :

that's shouldn't affect it

JACUSTOMER-ueltzg99- : thatunsuccessful that may be part of the problem as well??
Marco :

actually have you tried plugging the satellite to your router via a cable?

Marco :

just to confirm whether its the wireless connection

JACUSTOMER-ueltzg99- : Yes that did not work
Marco :

ok so it didn't work for both

Marco :

can you open the command prompt

JACUSTOMER-ueltzg99- : What is that
Marco :

it's a black screen

Marco :

that allows you to type commands

Marco :

let me guide you

Marco :

press the windows key and r on the keyboard

JACUSTOMER-ueltzg99- : How do I do that Marco
Marco :

on the keyboard press the windows key and the letter R

JACUSTOMER-ueltzg99- : Where is the windows key
JACUSTOMER-ueltzg99- : Is that the key lower left between alt and fn
Marco :

yes that's the one

Marco :

it looks like 4 squares

JACUSTOMER-ueltzg99- : Ok
Marco :

the run window will come up

JACUSTOMER-ueltzg99- : I have done that a square came up titled RUN
JACUSTOMER-ueltzg99- : there is a space to type in
Marco :

ok type:
cmd

JACUSTOMER-ueltzg99- : Done that
Marco :

did a black window come up

JACUSTOMER-ueltzg99- : Do I push ok
Marco :

yes

Marco :

sorry press ok or hit enter

JACUSTOMER-ueltzg99- : Yes a black box
Marco :

ok in there type:
ipconfig /all

Marco :

and press the enter key

Marco :

tell me the ip addresses if it lists any

JACUSTOMER-ueltzg99- : Hard to tell much information
Marco :

do you see IPv4 Address on the list?

Marco :

and at the end of the line there is a number with .

JACUSTOMER-ueltzg99- : I see IP routing enabled.....no
Marco :

no keep going up on the list

Marco :

there should be IPv4 address

JACUSTOMER-ueltzg99- : I am at the top
Marco :

do you see ipv4 anywhere on the screen?

JACUSTOMER-ueltzg99- : there is windowsIP configuration first at the top but there is no ipv4
JACUSTOMER-ueltzg99- : then Ethernet adapter Ethernet
JACUSTOMER-ueltzg99- : then Ethernet adapterbluetooth network connection
JACUSTOMER-ueltzg99- : then three tunnel adapter local area connection one after the other
Marco :

ok looks like there is no wifi

JACUSTOMER-ueltzg99- : Yes correct
JACUSTOMER-ueltzg99- : What is next
Marco :

do you have the bars at the bottom

Marco :

right hand corner near the time

Marco :

let me know when you're back

JACUSTOMER-ueltzg99- : Marco ,
JACUSTOMER-ueltzg99- : MARCO
Marco :

hi

Marco :

sorry i think we got disconnected

Marco :

are you still there?