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Richard
Richard, Laptop Specialist
Category: Laptop
Satisfied Customers: 31127
Experience:  Over 15 year experience in Computers, Mobile devices and Networks
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I have a Toshiba satellite P850 with Windows 8 which has been

Customer Question

I have a Toshiba satellite P850 with Windows 8 which has been working beautifully until today when all of a sudden I couldn't access anything on the c drive.
I had backed up the laptop with Norton Utilities and so I tried to restore it and received a message that not all the files could be restored.
I still can't find the files on the c drive and thought it might be a hard drive issue but there are now no Toshiba utilities. Are you able to help please?
Thx
Margaret
Submitted: 1 year ago.
Category: Laptop
Expert:  Richard replied 1 year ago.
Thank you for your question, my name is ***** ***** I look forward to assisting you.
Please note, click on Reply to Expert to reply to me, a rating is only needed when we are finished.
First, are you now still able to access the C Drive?
Customer: replied 1 year ago.

yes I can access the c drive but the 'documents' folder which had hundreds of files with approx. 30 folders now has only 2 files

Expert:  Richard replied 1 year ago.
Thanks Margaret
Click on the C Drive, then click on the Users Folder.
Are there any other user folders listed there?
Customer: replied 1 year ago.

yes - but I'm not one of them

Expert:  Richard replied 1 year ago.
ok, but to be sure, check each of these folders for your documents and see if they are in one of these accounts.
I can also do these steps for you, and have made a request via Additional Services. This is optional, and if you choose to do this, I can, with your permission, remote into your computer while you watch and do all these steps (and deal with any problems that arise during them) for you. Or if you do not choose to take this service, we can continue here. This is no problem at all. Just let me know please.
Let me know the results please
Customer: replied 1 year ago.

I would prefer not to have you access my machine remotely for the time being

Thanks tho for the offer

Expert:  Richard replied 1 year ago.
That's no problem at all!
Can you do the last instructions I gave please and let me know the results.
Customer: replied 1 year ago.

Hi have done that and I'm still not there

Expert:  Richard replied 1 year ago.
ok, we will then try to repair the backup
Close all programs
Than
Click Start, All Programs, Accessories, right click on Command Prompt and select Run As Administrator.
A black window will open.
Type in it
sfc /scannow
press enter and when it has completed, type in
chkdsk /r
Press enter.
It will give a message "the type of the file system is NTFS cannot lock current drive.
chkdsk cannot run because the volume is in use by another process. Would you like to schedule this volume to be checked the next time the system restarts y/n" Say Y, press enter and restart the computer.
Then try to restore the backup again and tell me if it now can restore please
Customer: replied 1 year ago.

Hi Richard

I have windows 8 and I have no idea where the Start key is - can you help here please

Thx

Expert:  Richard replied 1 year ago.
No problem, for windows 8 press the windows key + X and then click on Command Prompt (Admin)
A black window will open.
Type in it
sfc /scannow
press enter and when it has completed, type in
chkdsk /r
Press enter.
It will give a message "the type of the file system is NTFS cannot lock current drive.
chkdsk cannot run because the volume is in use by another process. Would you like to schedule this volume to be checked the next time the system restarts y/n" Say Y, press enter and restart the computer.
Then try to restore the backup again and tell me if it now can restore please
Customer: replied 1 year ago.

ok - both options said I am not the administrator so can't process

Expert:  Richard replied 1 year ago.
You need to click on
command prompt (admin)
You only clicked on command prompt.
Customer: replied 1 year ago.

ok - I can't get to the command prompt Admin the windows key (this right? ) When I click it and the X (with and without the shift key nothing happens)

I can get to the command line by searching in in the windows 8 apps. Then I get the following message

Expert:  Richard replied 1 year ago.
Its that icon but that key on your keyboard
So the one to the left of Alt and X
Customer: replied 1 year ago.

that's the key I enter plus the x and nothing happens

As I am the only user why aren't I the administrator?

Expert:  Richard replied 1 year ago.
you are, its just a layer windows puts on top for all users.
Very strange it wont work this way for you, but then search for the app and right click it and then choose Run as administrator.
Let me know if you have any difficulties please
Customer: replied 1 year ago.

what app am I looking for?

Expert:  Richard replied 1 year ago.
Command Prompt
Customer: replied 1 year ago.

Tried again

here is the response

Expert:  Richard replied 1 year ago.
I cant read that sorry
But if its the admin problem its because you did not Right CLICK it and select Run As Admin
You have to do that step
Customer: replied 1 year ago.

OK - sorry I didn't get the right click bit - have just done it and received the line you wrote so will now restart.

thanks

Expert:  Richard replied 1 year ago.
No problem at all Margaret
Let me know the results please