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 Viet - Computer Tech Your Own Question
Viet - Computer Tech
Viet - Computer Tech, Computer Support Specialist
Category: Computer
Satisfied Customers: 37518
Experience:  Ten years of computer support. Microsoft MCP & CompTIA A+ certifications. Windows 10 8 7 Vista XP etc.
Type Your Computer Question Here...
Viet - Computer Tech is online now
A new question is answered every 9 seconds

XXXXXX. I purchased a TOSHIBA C35-B5299 in Fall of 2014 from

Customer Question

My name is*****
I purchased a TOSHIBA C35-B5299 in Fall of 2014 from a WALMART store in Guilford, CT.
I bought it for my wife, She was ill and I thought that, although she was not very
"computer literate" I could teach her the basics.{I am not a whiz but I can get along}
I thought this because it was portable and utilized the 'cloud technology'.
My wife had some setbacks and the computer and Wi-Fi connection were shelved.
She has now recovered quite well and is eager to get on with her training.
I found only the QUICK START instructions and am unable to access the systems.
I had originally started the computer and had not signed in or registered it when we purchased it.
Is there any way I can get to the Electronic Users Guide from my Desk Set?
I have this information from the computer itself.
P/N: PSCMLU-02801M
Can try to dig up my credit card records for last year if you need them.
The unit is requesting a Security Code for: HOME-5291
However, my COMCAST Server has NET access of: HOME-AE62
Thank you,
William XXXXXX
Submitted: 1 year ago.
Category: Computer
Expert:  Viet - Computer Tech replied 1 year ago.

However, reading the manual takes time. I can help you quickly. Please let me know the followings:

Does the laptop have windows xp, vista, or 7 or 8 or 10, etc.?

Is it asking for a password? If yes:

Does it show a name or a user name at the password ***** login screen?

Does it show an email address at the password ***** login screen?

Is it okay to reset the laptop fresh, so you can reset the laptop fresh, like brand-new, with a new password ***** want?

Please reply at the box below to continue troubleshooting. Thank you.

Expert:  Viet - Computer Tech replied 1 year ago.

Solution #1:

- If the Toshiba laptop has Windows 10 or Windows 8 or Windows 8.1, please do the following to reset it:

  1. Make sure the power cord is connected to the laptop.
  2. At the password ***** login screen, press and keep holding the Shift key on the keyboard.
  3. Click on the Power icon, then click on the option Restart while still holding the Shift key.
  4. When a menu appears, then you can release the Shift key.
  5. When prompted, click on the Troubleshoot option.
  6. Then select the option Reset PC, and continue.
    When prompted, select the option "Remove everything", and/or option "Just remove files", and continue.

Solution #2:

- If it does not work, and if the Toshiba laptop has Windows 8 or 8.1, please do the following:

  1. Shut down the laptop.
  2. Make sure power is connected to the laptop.
  3. Now restart the computer by pressing the power button - IMMEDIATELY start tapping the key F12 on the keyboard until the "Boot Menu" screen appears.
  4. Using the arrow keys, select <HDD Recovery> and press "Enter".
  5. On the next screen you are asked to confirm if you want to continue with recovery. Select "Yes".
  6. The computer will bring you to the Advanced startup screen.
  7. Select Troubleshoot.
  8. Select the Reset your PC option.
  9. Select the "Just remove files" option when prompted, and continue.

Solution #3:

- If the Toshiba laptop has windows xp, vista, or 7, please do the following:

  1. Shut down the laptop
  2. Make sure the power cord is connected to the laptop.
  3. Press and hold down the key 0 (zero) on the keyboard while powering on the computer/tablet. Release it when the recovery warning screen appears.
  4. If the recovery process offers a choice of Operating Systems, select the appropriate one for you.
  5. A warning screen appears, stating that when the recovery is executed all data will be deleted and rewritten.
  6. Click Yes to continue.
  7. When the Toshiba Recovery Wizard opens select "Recovery of Factory Software" or the appropriate option for your needs.
  8. Continue to follow the directions restarting as necessary.

- If there is still issue or if you have any further question, please reply at the box below, so I can help further. If everything is fine, can you please take a moment to rate my service by clicking on the 5-star icon at the top, then click on Submit when it shows up. Thank you very much,