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Richard
Richard, Computer Support Specialist
Category: Computer
Satisfied Customers: 33811
Experience:  Over 15 years of consulting to the IT industry
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When I switch my toshiba laptop on I have a large shape

Resolved Question:

Hi. When I switch my toshiba laptop on I have a large shape on the screen. With coloured lines in the background. Also I can see writing like when there has been an error in the starting. It won't do anything else. I have lots of photos on it and am hoping I can manage to retrieve them. Hope you can help. Thanks Karen
Submitted: 1 year ago.
Category: Computer
Expert:  Richard replied 1 year ago.
Thank you for your question, my name is ***** ***** I look forward to assisting you.
Please note, click on Reply to Expert to reply to me, a rating is only needed when we are finished.
As the first step, can you please remove the battery and the power cable from the Toshiba Karen.
then hold the power button down for 60 seconds, then release.
Then connect the power cable and battery and then try to start the laptop.
Let me know the results please
Customer: replied 1 year ago.
I
I have done as you requested and the screen is still the same
Expert:  Richard replied 1 year ago.
ok, can you power off the Laptop please
Then hold the 0 (zero) button and with it held, start the Laptop.
What then happens?
Customer: replied 1 year ago.
Still the same
Expert:  Richard replied 1 year ago.
Thanks
The LCD screen or display adapter has failed on then Laptop but your data is safe on the hard drive.
You will need to try to connect an external monitor to the Laptop to try to be able to see the screen. If you can see the screen, then you can copy all your pictures to an external USB drive to save these.
If you are not able to do this, then you will need to take it into a store and have them remove the hard drive. Then they can using an adapter such as this one
http://www.amazon.co.uk/Serial-Adapter-Cable-Laptop-Drive/dp/B008AGJKNO
And connect the hard drive to a computer and copy the data to it.
Then the motherboard will need to be replaced in the Laptop.
It will be covered by the warranty if this has not expired, and the replacement will be done at no cost to you.
I am really sorry about this, and if you have problems, or would like any additional information or assistance, please do not hesitate to let me know.
And if you can take a second to rate my service, that would be greatly appreciated.
Thank you
Expert:  Richard replied 1 year ago.
Hello again,
I see that you have left me a poor rating, instead of continuing to communicate with me.
Was that a mistake? I can only go through all the otions with you and confirm the problem AND tell you how to get your data off the laptop, so why would you turn around and do this to me? How was I rude or incorrect to you?
With respect, negative ratings only hurt experts here by reflecting negatively and can keep us from assisting other customers. They should be used for when an expert is rude or the information provided was wrong. While youay not like the answer I provided, it was correct, and I stand by it. If you need clarification or additional information about my answer I will be happy to provide it.
Customer: replied 1 year ago.
I have only clicked poor because it hasn't been fixed and I still have to spend money at a store which is going to make it very expensive.
Expert:  Richard replied 1 year ago.
Poor means I was rude or provided you incorrect information, you are rating the service I am providing you, not the results, which is outside of my control.
I can only go through all the causes for this and confirm the issue, which I did, promptly, without keeping you waiting or being rude to you in anyway.
You rating me poor means not only do I receive any compensation for working with you, but have a black mark on my name as a complaint against me.
I don't feel that's a fair reaction, but you are the customer so your free to respond how you feel.
Richard, Computer Support Specialist
Category: Computer
Satisfied Customers: 33811
Experience: Over 15 years of consulting to the IT industry
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