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I hace a Toshiba laptop which has locked up. It suspends and resumes when I open and clos…

Customer Question
I hace a Toshiba laptop...
I hace a Toshiba laptop which has locked up. It suspends and resumes when I open and close the case, or press the power button. I cannot get it to reboot. Pressing return or clicking the mouse does not cause the signin screen to appear. I think I need to force it to reboot, which I can't seem to do. Just before this happened, I lost the cursor; it dispeared on the screen. I could alt-tab, but the touch pad did not work
Submitted: 3 years ago.Category: Laptop
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Answered in 27 minutes by:
5/23/2015
Laptop technician: Jason Jones, Computer Technician replied 3 years ago
Jason Jones
Jason Jones, Computer Technician
Category: Laptop
Satisfied Customers: 19,501
Experience: 10+ years of both work experience and education.
Verified
Hello,
My name is Jason. I look forward to helping you today.
I can see that you may need a little bit of extra help.
May I ask if you still need help with this problem? If so, may I start a screen sharing session on your computer and help you resolve the problem?
Thank you,
Jason
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Customer reply replied 3 years ago
Remote connection is unnecessary, and not appropriate, as the computer is unresponsive.
Laptop technician: Jason Jones, Computer Technician replied 3 years ago
I apologize for the misunderstanding. As it stands, the computer simply needs to be reset.
Unplug the power to the laptop and remove the battery. Once that is complete, wait 30 seconds, put the battery back in the laptop, plug in the power, and turn it on. That should get you going.
Did that help?
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Customer reply replied 3 years ago
I am working from another computer. I have gotten the computer to power cycle, and get to the reset scren. I exited from that, so the keyboard works in that context. It rebooted into windows, and the keyboard and mouse are then unresponsiveThe battery is inaccessible
Customer reply replied 3 years ago
So it appears to be a software problem
Laptop technician: Jason Jones, Computer Technician replied 3 years ago
Thank you for the update.
Once Windows is booted and running, press and hold the power button until it turns off (keep it depressed until it shuts off). Once it is off, turn it back on.
How is the keyboard and mouse now?
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Customer reply replied 3 years ago
No change
Laptop technician: Jason Jones, Computer Technician replied 3 years ago
Do you have an external keyboard & mouse that you can use temporarily?
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Customer reply replied 3 years ago
Yes, already tried it, if you read the original post. The computer does not recognize the USB device insertion
Customer reply replied 3 years ago
I just tried inserting a USB drive, that was not recognized, either, or rather, the computer did not make the sound associated with a usb device insertion
Laptop technician: Jason Jones, Computer Technician replied 3 years ago
I have run out of ideas.
For this reason, I am opting out of the question and allowing another expert the chance to help.
The next expert will see all that is on this page, so there will be no need to repeat anything.
When another expert picks this up, you will be notified by email.
Thank you for your patience.
- Jason
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Laptop technician: Byron, PC Support Tech replied 3 years ago
Byron
Byron, PC Support Tech
Category: Laptop
Satisfied Customers: 3,407
Experience: CCNA, A+, MCSE 11 years at a large law firm.
Verified
Hi. My name is***** you for your question and the opportunity to assist. When you reboot the machine and reach the login screen does the keyboard and mouse work at that point?
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Customer reply replied 3 years ago
When I reboot the machine, it does not present the login screen at all. It presents the wallpaper, which should disappear and present the login screen when I hit return or touch the mouse pad. This does not happen.
Laptop technician: Byron, PC Support Tech replied 3 years ago
You can try to force Windows into automatic repair mode. Turn it on and within 5 seconds hold down the power button to shut the laptop off. After the third shutdown turn it on without doing the shutdown.
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Customer reply replied 3 years ago
Guys, none of this stuff worked, I am taking to Best Buy
Laptop technician: Chris Lindsey, IT Technician replied 3 years ago
Chris Lindsey
Chris Lindsey, IT Technician
Category: Laptop
Satisfied Customers: 370
Experience: IT Technician at Tech Amelia
Verified
Hello, my name is ***** ***** I would like to personally welcome you to JustAnswer.
The problem you're running into is usually pointed to the BIOS programming of the laptop which senses the sleep and enable mode.
I'd like to talk to you on the phone to troubleshoot you through this all.
Please let me know.
Chris
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Customer reply replied 3 years ago
I have engaged other services to fix this.
Laptop technician: Chris Lindsey, IT Technician replied 3 years ago
Not a problem.
Let me know if you would like to continue from here.
Chris
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