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Mr.Med
Mr.Med, laptop problems
Category: Laptop
Satisfied Customers: 1251
Experience:  Networks & Security Engineer
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My laptop keyboard isn't working

Customer Question

My laptop keyboard isn't working
Submitted: 8 months ago.
Category: Laptop
Expert:  Mr.Med replied 8 months ago.

Hi, I'mCustomer Welcome to JustAnswer. I'm reviewing your question now, and will post back with your reply ASAP.

Expert:  Mr.Med replied 8 months ago.

I'm sorry about the issue, When did this start and What your operating system (windows or mac)? do you have a laptop or a desktop ?

Customer: replied 8 months ago.
Hi Med. It's running windows ten. It's a laptop, and it's just under two years old. I can't start it because I can't enter my password.
Customer: replied 8 months ago.
It's a Satellite S55DI - A5130
Customer: replied 8 months ago.
Would you like a part and serial #?
Expert:  Mr.Med replied 8 months ago.

No, please hold on :)

Thank you

Expert:  Mr.Med replied 8 months ago.

Please use an external keyboard or start the virtual keyboard from the login screen then type your password; now click on start select Troubleshoot > Advanced options > System Restore. This option takes your PC back to an earlier point in time, called a system restore point. Choose a restore point before you experienced the error.

Let me know the results

Customer: replied 8 months ago.
The Virtual keyboard doesn't work either. The external keyboard doesn't install (I had one, but I never plugged it into this laptop. Looks like a hardware problem.
Expert:  Mr.Med replied 8 months ago.

What is happening when you select virtual keyboard ? Are you receiving any type of error message?

Customer: replied 8 months ago.
No. When I tap the part of the screen where I would enter my password, the virtual keyboard doesn't come up. It did two days ago.
Expert:  Mr.Med replied 8 months ago.

Ok, please Go back to that sign in screen , at bottom right, there are 3 icons. The one on the extreme right is the Power icon > left click at it will give you a Restart option. Press Shift key and hold > click Restart > if asked, click Restart anyway > click Troubleshoot > click Advanced Options > click System Restore.

Customer: replied 8 months ago.
On the "Restore system files and settings" screen, I get a "No Restore Points have been created" error. The Back and next buttons are disabled. I just have a cancel button
Expert:  Mr.Med replied 8 months ago.

It seems that System Restore is disabled, you will need an external keyboard (please try different USB ports) to Enable System Restore (and Repair System Problems) on Windows 10.

Customer: replied 8 months ago.
Tried the external keyboard already. It didn't install.
Expert:  Mr.Med replied 8 months ago.

Do you have important data on your computer ? Do you have windows 10 installation disc?

Customer: replied 8 months ago.
No data I can't replace. Windows 10 was installed online.
Customer: replied 8 months ago.
If the laptop is under two years old, would it be protected by warranty?
Expert:  Mr.Med replied 8 months ago.

First You can do a a clean Installation of windows 10 (or another windows such windows 7 or 8) and test, If the keyboard still not working then you need to replace it with a new one.

You can check warranty by clicking on the link below :

http://support.toshiba.com/warranty

Let me know if you need further help

Thank you

Expert:  Mr.Med replied 8 months ago.

My goal is to provide you with excellent service today, If you have a moment please rate my service by clicking on one of the stars below, positive ratings are appreciated. If you still need help please reply back to me and i will gladly continue to help.

Note : Only rate if you are 100% satisfied, please do not rate an answer as poor or bad service if you are not satisfied.

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