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Well i was online a little while ago and my computer froze a…

Customer Question
Well i was online...

Well i was online a little while ago and my computer froze a little bit. So I clicked on the mouse a bunch of times thinking it would fix the issue and then i restarted my computer and now i cant open anything on it. I have a windows computer. i dont know what to do.

Technician's Assistant: What's the brand, model, and version of Windows of your computer?

Toshiba, Satellite C655, windows 7

Technician's Assistant: What have you tried so far with your computer?

I restarted my computer thinking it'd fix it but it didnt.

Technician's Assistant: Anything else you want the Computer Expert to know before I connect you?

I just want my computer fixed.

Submitted: 1 month ago.Category: Computer
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Answered in 2 minutes by:
12/29/2017
Tech Support Specialist: Randy Computer Tech, Computer Support Specialist replied 1 month ago
Randy Computer Tech
Randy Computer Tech, Computer Support Specialist
Category: Computer
Satisfied Customers: 10,206
Experience: Computer Technician
Verified

Hi ,

My name is***** am sorry to hear that you are having this issue.

I will be glad to assist you with this.

My goal is to give you the best experience possible!

Lets try a hard reboot first please> Sometimes this is caused by a glitch in the firmware and can be resolved by a forced reboot, other times it is due to failed hardware, if it is a glitch then your computer will work normally again.

Try these steps please> Remove the battery, then disconnect the power cord and any other externally connected devices and usb cables, then Press and hold the power button down for 60 seconds. Then reinsert the battery and try powering on normally by pressing the power button for a couple of seconds.

Let me know if any changes occur.

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Customer reply replied 1 month ago
just know that im on a different computer and not my laptop. Can you still connect from a desktop on to a laptop computer and fix the problem?
Tech Support Specialist: Randy Computer Tech, Computer Support Specialist replied 1 month ago

no, I will need access to the Laptop.

Try the forced reboot steps first please.

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Customer reply replied 1 month ago
i took the battery out without actually shutting down the computer? will that be an issue?
Tech Support Specialist: Randy Computer Tech, Computer Support Specialist replied 1 month ago

no, that is fine.

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Customer reply replied 1 month ago
how can you connect to my laptop and fix the issue if im on a desktop computer?
Tech Support Specialist: Randy Computer Tech, Computer Support Specialist replied 1 month ago

I cant, I will need access to the Laptop.

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Tech Support Specialist: Randy Computer Tech, Computer Support Specialist replied 1 month ago

did the reboot complete?

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Customer reply replied 1 month ago
how will you be able to access my laptop if i cant get anything to work? i see a button that says securely connect. would that connect to a laptop?
Tech Support Specialist: Randy Computer Tech, Computer Support Specialist replied 1 month ago

no, those are just automated offer options in case you need them.

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Customer reply replied 1 month ago
how long am i supposed to keep the battery out before putting it back in? i kept it out for a few seconds and then put it back in.
Tech Support Specialist: Randy Computer Tech, Computer Support Specialist replied 1 month ago

that is good.

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Customer reply replied 1 month ago
i clicked on an icon on my computer and nothing happened.
Tech Support Specialist: Randy Computer Tech, Computer Support Specialist replied 1 month ago

okay, can you click on the start menu?

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Customer reply replied 1 month ago
i cant click on anything on my computer. what would u need in order to access my laptop and fix the issue?
Tech Support Specialist: Randy Computer Tech, Computer Support Specialist replied 1 month ago

you will need to be able access the laptop in order to for me to connect remotely.

Try pressing the windows key on the keyboard.

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Customer reply replied 1 month ago
did that. now what?
Tech Support Specialist: Randy Computer Tech, Computer Support Specialist replied 1 month ago

did the windows menu come up?

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Customer reply replied 1 month ago
it did. clicked the windows icon on my computer and it opened the start menu on my computer.
Tech Support Specialist: Randy Computer Tech, Computer Support Specialist replied 1 month ago

okay, with the menu open, try pressing the up arrow a few times and see if the highlighted area moves up in the list of programs.

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Customer reply replied 1 month ago
i did that and the highlighted area moves up each time i click on the up arrow. Now what do you want me to do?
Tech Support Specialist: Randy Computer Tech, Computer Support Specialist replied 1 month ago

okay, that sounds like an issue with the trackpad. Do you have a mouse that you can connect to the laptop?

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Customer reply replied 1 month ago
when i click on the up arrow, each of the choices in the menu arent supposed to get highlighted as i go up or what? and no i do not. the computer did not come with one.
Tech Support Specialist: Randy Computer Tech, Computer Support Specialist replied 1 month ago

yes, that is what should happen when using the keyboard.

That is why I think the trackpad is not working properly. The trackpad should let you click on the icons and open them. If the keyboard is functioning on the computer then that means the computer operating system is working properly.

Does the mouse(cursor)move when you scroll with the trackpad?

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Customer reply replied 1 month ago
no it doesnt move when im using the trackpad. what is the trackpad? how can u connect to my computer and fix the issue? i really need my computer to work.
Customer reply replied 1 month ago
whats it mean when you cant open anything on your computer?
Tech Support Specialist: Randy Computer Tech, Computer Support Specialist replied 1 month ago

the trackpad is the part of the computer that you use to move the cursor. I think you may have accidentally disabled the trackpad.

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Customer reply replied 1 month ago
it works when i dont have anything open,yet when i have the start menu open i dont think it'll work. how do i get this to work and my computer to work again too?
Tech Support Specialist: Randy Computer Tech, Computer Support Specialist replied 1 month ago

try this please>Press and hold the Fn key and tap F9 once

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Customer reply replied 1 month ago
what will that do? i did that and i tried to move the pad on the laptop and it didnt do anything. is that whats supposed to happen? am i pressing two or three buttons?
Tech Support Specialist: Randy Computer Tech, Computer Support Specialist replied 1 month ago

two buttons, if the trackpad was disabled then that would enable it again.

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Customer reply replied 1 month ago
i did it and the curser doesnt move anymore. was that what was supposed to happen or no?
Tech Support Specialist: Randy Computer Tech, Computer Support Specialist replied 1 month ago

press fn and f9 again and see if the cursor will move again

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Customer reply replied 1 month ago
yeah it moves again now.
Customer reply replied 1 month ago
if the cursor moves again does that mean the trackpad works?
Tech Support Specialist: Randy Computer Tech, Computer Support Specialist replied 1 month ago

yes, the movement part seems to be working. What happens when you tap or press on the corner to click on an icon?

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Customer reply replied 1 month ago
i click on anything on my computer and still nothing happens. what would u need in order to connect to my computer and fix this for me?
Tech Support Specialist: Randy Computer Tech, Computer Support Specialist replied 1 month ago

I would need you to open an email on that computer.

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Customer reply replied 1 month ago
i cant do that if i cant open my web browser. what do i have to do in order to get something to open up?
Tech Support Specialist: Randy Computer Tech, Computer Support Specialist replied 1 month ago

see if you can get to the control panel using the keyboard, you can highlight with the arrow keys and then choose by pressing the enter key.

Start>Control Panel>Mouse>Device Settings>Settings>Tapping

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Customer reply replied 1 month ago
i try clicking on the device settings option and nothing happens. its like i cant access it at all.
Customer reply replied 1 month ago
i try clicking on the settings option under device settings and nothing happens. please fix my computer so that i dont have to buy another one.
Tech Support Specialist: Chris L., Support Specialist replied 1 month ago
Chris L.
Chris L., Support Specialist
Category: Computer
Satisfied Customers: 5,433
Experience: Certified Computer expert with over 10 years experience.
Verified

Hello, new expert here. I have read your discussion and it sounds like you are unable to click anything is that correct? Are you using the laptops track pad?

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