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Charles A. Roberts
Charles A. Roberts, Computer Enthusiast
Category: Laptop
Satisfied Customers: 489
Experience:  Laptop repair specialist
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From Denmark: I bought a brand new Toshiba computer, but

Customer Question

From Denmark:

I bought a brand new Toshiba computer, but have not been able to use it the last two days, when suddenly a message for "Leading Innovation": "Enter password".

I HAVE NO PASSWORD XXXXX CAN NOT GET STARTED?!
I'm obviously very sorry, I borrowed an old PC as I write now.

You writer and writes with people every day -
I NEED REAL HELP, HELP AND SUPPORT FOR WHAT I DO???

I have NO sense of all the technical stuff! My PC should only be working well!

I 'looking forward to getting help from Toshiba!
Thank you!

Jonna Theede, Nexø Denmark
Submitted: 1 year ago.
Category: Laptop
Expert:  Marco replied 1 year ago.

businesslegions :

Hi there,

businesslegions :

My name is Marco and I'll be assisting you with this isue.

businesslegions :

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.

businesslegions :

hi

businesslegions :

firstly, just to let you know where are not Toshiba but are computer experts

businesslegions :

is that ok with you?

Customer :

Hello Marco! Have patience please! I have to Google translate our conversation here ...

businesslegions :

ok

Customer :

Have you seen my question?

businesslegions :

yes

businesslegions :

its the BIOS password

businesslegions :

it somes on after the Toshiba Logo

Customer :

??? I have NO sense of the bios?

businesslegions :

do you know how it could have been turned on?

Customer :

There has not been anything new before. I turned off my computer one evening.
The next day when I turn comes Toshiba logo and "Leading Innovation" just below.
Then: Password .... and the cursor blinks.

NOTHING else! And now I'm stuck with a new PC can not be opened ...

businesslegions :

what is the model of the Toshiba?

Customer :

Its Toshiba model Satellite C855o

Customer :

C855

businesslegions :

how old is the laptop?

businesslegions :

we can try to perform recovery but it requires opening the back cover

Customer :

BRAND NEW!

businesslegions :

oh no

businesslegions :

have you tried entering passwords like 0000

businesslegions :

or password

Customer :

No

Customer :

Skal jeg prøve med 0000?

Customer :

Shal I try 0000?

businesslegions :

yes

Customer :

It says: "verify error!!"

Customer :

I can try three times. Then shut it down.

Customer :

Have you experienced this problem before?

businesslegions :

yes

businesslegions :

it's a password problem

businesslegions :

it might have been accidentally turned on

businesslegions :

did you get into the BIOS?

Customer :

I do not know what bio is or what I can do - and the problem is still there!
I tried 0000 as you suggested, but nothing happens.
PC shuts down after 3 incorrect password attempts.

businesslegions :

yes shutting down happens after 3 incorrect attempts

Customer :

I know! Thats the problem! ;-)

businesslegions :

you can take it back to the store and tell them someone put a BIOS

businesslegions :

otherwise opening the back voids the warranty

businesslegions :

so the best option is to take it back since its only a few days old

Customer :

I have all my accounts in there... And: have bought it on the internet.

Customer :

Ok - I must try another place to get help.

Customer :

Have a nice day.

businesslegions :

if they tell you to remove the back cover

businesslegions :

don't do it because it voids the warranty

Customer :

Ja, det ved jeg og er meget forsig med.

Customer :

Men jeg sidder her med en ny pc som ikke kan bruges.

Customer :

Frustrerende.

businesslegions :

hello?

Customer :

Yes, I know and is very cautious with.



10:48 AM


But I'm sitting here with a new PC can not be used.



10:48 AM


Frustrating.

businesslegions :

without know the password and without being able to open the cover at the back we're stuck

businesslegions :

unless you want to open the back cover?

businesslegions :

do you want to go ahead with that?

Customer :

I have only kitchenknifes so no.
I do not know what to do, I have to think about, but I shut down now.
Too bad that it did not work.
Have a nice day.

businesslegions :

ok let me know

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Charles A. Roberts
Charles A. Roberts
Laptop technician
489 Satisfied Customers
Laptop repair specialist