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Byron
Byron, PC Support Tech
Category: Laptop
Satisfied Customers: 2735
Experience:  CCNA, A+, MCSE 11 years at a large law firm.
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Trying to fix satellite C655. trys to boot but wont complete.

Customer Question

trying to fix satellite C655. trys to boot but wont complete. enter keys do not seem to function so I cant boot in safe mode
Submitted: 2 years ago.
Category: Laptop
Customer: replied 2 years ago.
what should I try without resetting the system
Expert:  Byron replied 2 years ago.
Hi. My name is***** you for your question and the opportunity to assist. When you start the laptop how far along in the process does it get before you get an error message or the machine stops responding?
Customer: replied 2 years ago.
get to welcome and goes blank. can bring up task manager but not the rest of win7 no apps show at all
Customer: replied 2 years ago.
In windows recovery screen an use arrows but enter keys do nothing
Customer: replied 2 years ago.
Are you sending another email
Expert:  Byron replied 2 years ago.
Thank you. Please do this: Start Task Manager. When the page opens click
New Task (Run)
In the text area type: rstrui.exe and click OK.
This will launch System Restore. It may take a minute or two for it to load.
At the opening screen click Next. Put a checkmark in the box labeled:
Show more restore points.
Select a restore date just prior to when this started happening and click Next.
On the next page click Finish.
When the restore has completed and the computer has restarted it should now allow you to log in normally. Let me know if not.
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I will always do my best to answer your question. Your satisfaction is my top goal. If you are not satisfied with the answer I provide, for any reason, please allow me to continue to help you (or recommend you for another expert or refund) rather than giving a negative rating. A positive rating is always appreciated.
Expert:  Byron replied 2 years ago.
I'm sorry. In Task Manager click File....New Task (Run)
Customer: replied 2 years ago.
system came up before the restore command. wont execute a restore
Customer: replied 2 years ago.
Processes 72 CPU usage 35% Physical memory 30%. but really slow
Customer: replied 2 years ago.
ok system asking me to restart
Expert:  Byron replied 2 years ago.
If you get the same screen as before try system restore again from Task Manager.
Customer: replied 2 years ago.
system came up. What can I check to figure out why it is so slow?
Expert:  Byron replied 2 years ago.
Please try this: Click Start and in the search area type: msconfig and open the msconfig.exe search result at the top. Click the Startup tab and click Disable All then click Apply. Click the Services tab and put a checkmark in Hide All Microsoft Services. Click Disable All>>Apply>>OK.
Restart the machine.
Customer: replied 2 years ago.
just found out the N key does not work. Is there another way I can search for the msconfig.exe program without typing it in?
Expert:  Byron replied 2 years ago.
Hold down the Windows logo key (just to the left of the spacebar) and press R. In the Run box type: osk and click OK and use the virtual keyboard.
Expert:  Byron replied 2 years ago.
Here's another way to access it. Click Start>>Computer.
Double-click your C drive to open it.
The path is C:\Windows\System32
msconfig.exe is located in the System32 foleder (it has a lot of files)
Customer: replied 2 years ago.
this system takes 5 minutes for any program to load. Running out of patience with it. havent been able to load the osk program
Expert:  Byron replied 2 years ago.
Can you open Start>>Computer and then open your C: drive.
Open the Windows folder then open the System32 folder.
Locate the msconfig.exe file and either double-click it to run it or right-click on it and select Run/Open
Customer: replied 2 years ago.
found it but it wont open
Expert:  Byron replied 2 years ago.
How many times did you try to start it?
Open Task Manager. Click the Processes tab.
Click the Image Name column header to sort the entries alphabetically.
Look for msconfig.exe
If you find multiple entries close all but one.
If you find only one instance running.....wait a few minutes.
Customer: replied 2 years ago.
system now installing 1 of 40 updates. will try after it reboots. Might be a while. How long can I stay on for $36?
Expert:  Byron replied 2 years ago.
Till we're done. Those updates trying to install were likely at least partially responsible for the slow computer response.
Microsoft doesn't send 40 updates all at once which tells me this has been backed up for a while.
Customer: replied 2 years ago.
ok. its not my machine and I am pretty sure your assessment is correct
Customer: replied 2 years ago.
ok. rebooted and have a task bar and task manager running but no other apps have loaded on the screen. What next?
Expert:  Byron replied 2 years ago.
In Task Manager click File>>New Task (run)
Type: explorer.exe and click OK
Customer: replied 2 years ago.
explorer just came up
Customer: replied 2 years ago.
going to go back and try msconfig again
Expert:  Byron replied 2 years ago.
Is the computer responding faster? I take it the updates have finished.
Customer: replied 2 years ago.
updates finished but still slow. most apps wont run and cant get into my computer
Expert:  Byron replied 2 years ago.
If you hold down the Windows logo key and press R does the Run box open?
Customer: replied 2 years ago.
win explorer keeps hanging and not responding.
Customer: replied 2 years ago.
no
Customer: replied 2 years ago.
nothing now responding or trying to work
Expert:  Byron replied 2 years ago.
Restart the machine and begin tapping the F8 key to pull up the Advanced
Boot Menu. See if you can get it to start in
Safe Mode with Command Prompt.
You'll know you're there when you get to a black screen with a prompt that says: C:\Windows\System32>_
Customer: replied 2 years ago.
screen just unfroze now at run command
Expert:  Byron replied 2 years ago.
OK. Type in: msconfig.exe and click OK
Only do this once. If the machine as slow as I think it is it may take a few minutes for the System Configuration window to open
Customer: replied 2 years ago.
same issue as before. can arrow to prompt but the enter keys do nothing
Customer: replied 2 years ago.
suggestions?
Expert:  Byron replied 2 years ago.
Do you have a USB keyboard around you can connect to the laptop and use?
Customer: replied 2 years ago.
got system to come back up but it still wont respond and once it does open it stops responding.
Customer: replied 2 years ago.
what was the last service pack for Win 7 Home Premium. This is running service Pack 1
Expert:  Byron replied 2 years ago.
Service Pack 1 is the only service pack that was released for Windows 7.
Do you have a USB keyboard you can attach, at least temporarily, to see if you can get into Safe Mode?
Customer: replied 2 years ago.
no I do not unfortunately
Expert:  Byron replied 2 years ago.
This question stays open until you close it. We can pick this up tomorrow if need be. That will leave plenty of time to hopefully borrow a keyboard. I know you don't want to buy one to work on a machine that isn't yours.
Customer: replied 2 years ago.
Ok. we will resume tomorrow. Thanks for your help and patience.
Expert:  Byron replied 2 years ago.
Not a problem. Talk to you tomorrow.
Customer: replied 2 years ago.
I am back now with a USB Keyboard. Ran msconfig. everthing still slow. tried to restore but had issues with anti virus. What can we try
Customer: replied 2 years ago.
(Posted by JustAnswer at customer's request) Hello. I would like to request the following Expert Service(s) from you: Remote Tech Support. Let me know if you need more information, or send me the service offer(s) so we can proceed.
Expert:  Byron replied 2 years ago.
Good evening. If you've got that machine on the internet
open this question from it or type the address in the browser and
go to the address below to start the connection download.
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http://tinyurl.com/RapidSupport
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Wait for the download to begin.
(may take several moments depending on connection speed)
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Click Run/Open when prompted.
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When the program has loaded, a window will open giving you a 9 digit ID and a 4 or 6 digit password.
Please post those numbers in a Reply below using the same spacing.
I need them so I can connect to you.
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You can then minimize the TeamViewer window (please do not close it).
Expert:  Byron replied 2 years ago.
What are the specs on the laptop? Here's a quick way to check. Hold down the Windows key and press R. In the text area type: msinfo32
and click OK. The page that loads, on the right hand side, will give you things like model number, Installed Physical Memory (RAM), processor type and such.
Also check this in Task Manager. With it open and the Processes tab selected, click the Memory (Private Working Set) column header to sort the memory usage from most to least. What running processes are consuming the most memory?
Customer: replied 2 years ago.
explorer and avgui using the most memory, 4 gig of memory two celeron processors model toshiba c655-S5049
Customer: replied 2 years ago.
needs u to help me get the network service running again so you can log in. it wont start
Customer: replied 2 years ago.
might be easier to call me at(###) ###-####until we can get on net and have you remote in
Expert:  Byron replied 2 years ago.
avgui is the anti-virus. Anti-virus is always a big resource user. Look for an AVG icon down by the clock. Open it up and turn off AVG or disable it temporarily. You can also kill the process in Task Manager.
Concerning wireless, are you referring to the WLAN AutoConfig service not running?
If so, hold down the Windows key and press R. In the text area type: services.msc and click OK. When the window opens scroll all the way down to the bottom and you'll see WLAN AutoConfig. Right click on it and select Properties. Make sure the Startup Type is set to Automatic and if it's not running you should have the option to select Start.
I'll call in a few minutes.
Customer: replied 2 years ago.
working on it
Expert:  Byron replied 2 years ago.
working on it
Expert:  Byron replied 2 years ago.
The path to the data files is C:\Users\Owner (from the login screen)\Documents
This folder will contain all the documents, music and videos, etc.
Once these have been copied off the machine, shut it down.
The laptop must be plugged in to a power outlet.
Hold down, and keep holding, the 0 (zero) key and press the power button. Release the zero key when the machine beeps.
Continue at the Toshiba warning screen
When the Toshiba Recovery Wizard opens, the default and recommended option is "Recovery of Factory Default Software".
Use the default method and select Next.
On the next screen you may have recovery method options. The default and recommended method is to Recover to Out of Box state.
Select next to continue.
Follow the on screen instructions as you navigate through the system recovery steps.
The laptop will restart multiple times and install the needed components.
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Please let me know if you need more clarification. I will always do my best to answer your question. Your satisfaction is my top goal. If you are not satisfied with the answer I provide, for any reason, please allow me to continue to help you (or recommend you for another expert or refund) rather than giving a negative rating. A positive rating is always appreciated.
Customer: replied 2 years ago.
One last questions. Is there a way just to copy Favorite Bookmarks from a browsers?
Customer: replied 2 years ago.
I mean off onto a memory stick?
Expert:  Byron replied 2 years ago.
They can be copied to a flash drive. What browser do the use?Firefox, Internet Explorer, Chrome for example.If Internet Explorer, on that machine inside the Owner folder you'll see a folder called (drum roll please) Favorites. Just copy that to the flash drive.

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