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James - Laptop Tech
James - Laptop Tech, Laptop Specialist
Category: Laptop
Satisfied Customers: 52
Experience:  IT Consultant and owner of Maidstone PC Repairs
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I ran windows update on my Toshiba Satellite c850 after it's

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Hi. I ran windows update on my Toshiba Satellite c850 after it's done, my mouse and keyboard got frozen. Any help
Assistant: I'll do all I can to help. How long have you been dealing with this?
Customer: Have tried can't get it working
Assistant: Do you plan on doing the work yourself?
Customer: Yes if directed
Assistant: Anything else we should know to help you best?
Customer: And the laptop is running too slow

Good morning - I'm James, a UK computer tech on Justanswer. I will try to help you resolve this issue with your laptop. If you get prompted for Remote Assistance, this will be an automated message from Justanswer so please ignore it - as at this point I don't think it will help.

Can I ask which version of Windows your Toshiba is running?

Customer: replied 2 years ago.
windows 10

OK - when you say the keyboard and mouse are frozen is the mouse pointer on the screen or has it disappeared?

Customer: replied 2 years ago.
completely disappeared
Customer: replied 2 years ago.
It only comes up to enter the password, after that cant find it

OK - are you able to type in the password? I've trying to work out at what point the drivers stop responding

Customer: replied 2 years ago.

And once the password ***** ***** I take it your desktop appears but no mouse pointer? Sorry for all the questions!

Customer: replied 2 years ago.
no prob

I think we'll hold off on the remote assistance for now because the remote software will rely on your own keyboard and mouse working - you need to be able to open a remote control program that will be sent to you on your Toshiba and with no mouse you won't be able to open it!

Have you tried a forced shutdown of the laptop where you hold in the power button?

Customer: replied 2 years ago.
Have done all that even removed the battery for an hour

OK - I think the next stage is to try a system restore which is done from the recovery mode. When the computer boots and you get the logon screen there should be a little power symbol in the bottom right hand corner - please can you confirm you see this?

Customer: replied 2 years ago.

Good - click the symbol and then hold down the shift key and click Restart - this should load into the recovery console - a blue screen with a number of options

Customer: replied 2 years ago.
It take me to recovery

Good - do you still have a mouse pointer?

Customer: replied 2 years ago.
Its booting
Customer: replied 2 years ago.
The pointer appears

Ah - OK is it back to your desktop?

Sorry, meant login screen

Customer: replied 2 years ago.
Should I press any key to enter password
Customer: replied 2 years ago.
the login screen

Ah - you've done a normal reboot. This time when you hold the shift key and press restart and the recovery screen comes up click Troubleshoot, assuming it appears in the blue menu

Then click Advanced Options and you should see System Restore

Customer: replied 2 years ago.
Holding this shift key didn't make any change on the screen
Customer: replied 2 years ago.
Still in login
Customer: replied 2 years ago.
Which button can i use for restart

Sorry, I meant click the power symbol and hold down shift while you click Restart - you should get a screen like this

Customer: replied 2 years ago.
Choose an option screen appears

OK - what options do you have?

Customer: replied 2 years ago.
Continue
Use a device
Troubleshoot
Turn off your P C

Great - choose Troubleshoot

Customer: replied 2 years ago.
Options
Reset this PC
Recovery tool
Advance option

Click Advanced Options and then you should see System Restore

Customer: replied 2 years ago.
Yah System Restore

Brilliant! OK click System Restore

Customer: replied 2 years ago.
Booting

OK - looks like every Windows 10 device is different! I'm expecting a window to open showing the System Restore console

Customer: replied 2 years ago.
system restore with account name

Great - select your account and enter your password ***** prompted

Customer: replied 2 years ago.
System Restore files and settings

OK - click the Next button at the bottom

Customer: replied 2 years ago.
Restore computer to the state it was before the selected event. Below DATE AND TIME
Description
TYPE

OK the latest date should be an automatic restore point taken before you ran Windows Update so click this to select it and then click Next

Customer: replied 2 years ago.
Confirm your restore point

Yup - now click the Finish button and you'll get a message that says "Once started, System Restore cannot be interrupted....." Click the Yes button.
The process will take a while and may succeed or fail. In either case there is a good chance the mouse and keyboard will be working afterwards

Customer: replied 2 years ago.
Running system restore

Make sure the laptop stays plugged in - I've known the process to take over an hour in the past.

I have to go out on a physical IT job now but I'll be back on here in a couple of hours - just let me know how it goes.

Customer: replied 2 years ago.
Ok James will update you how it goes. Sure after you'll handle its slow operation right?
Customer: replied 2 years ago.
Thanks for the assistant for now. Can you forward this chat to my mail please

The chat thread should be automatically sent to your email.

The slow running could be caused by a whole host of things, from a full hard drive to a failing hard drive so I'll do my best!

Customer: replied 2 years ago.
Tnx James

No problem - back in a bit!

Customer: replied 2 years ago.
Catch you when you are back
Customer: replied 2 years ago.
Ok

Hi - I'm back

Customer: replied 2 years ago.
Hi. It's still running

OK - just give me a shout when it has completed

Customer: replied 2 years ago.
I will
Customer: replied 2 years ago.
Tnx for reaching out

No problem!

Customer: replied 2 years ago.
System Restore completed successfully. Asking to restart

Excellent - restart your laptop and let's see what happens

Customer: replied 2 years ago.
Booting now

OK - might take longer than normal after a restore

Customer: replied 2 years ago.
Ok waiting for it
Customer: replied 2 years ago.
Requesting password ***** i go ahead

Yes, go ahead and log in

Customer: replied 2 years ago.
System restored successfully mouse still not working
It later change THIS APP CAN'T OPEN click the windows store for more info about iTunes.
Copy to clipboard or Close

OK - that's a side issue - once your machine works you may just need to reinstall iTunes - it won't affect your music. Could you press the Windows key on your keyboard and see if the menu pops up?

Customer: replied 2 years ago.
Sorry Check the widows store

No - we will come back to iTunes. At this point I'm trying to find out if just the mouse/touchpad is affected. There is a button on your keyboard that looks like the Windows logo. If you press this the menu should open - if it does it means the keyboard is working

Customer: replied 2 years ago.
It came up with most use underneath with different apps

OK so the keyboard is working. I don't suppose you have a USB mouse available that you could plug into one of the USB ports?

Customer: replied 2 years ago.
Should I close the first option " This app can't open"?

Yes, if you can

Customer: replied 2 years ago.
I don't have one

Ah OK - makes things a little more tricky for diagnostics as the only option is to use the keyboard

Customer: replied 2 years ago.
That's it. I want to call on someone see if I can borrow one

OK - if you can borrow one plug it into your laptop and see if you have a mouse back. The system restore should have resolved the problem so given your laptop is also running slowly I'm wondering if there is a deeper problem with Windows.

Customer: replied 2 years ago.
I wonder too but have already asked the person is searching for it will get you online later.

OK sure - before you do that, let's try something. Can you see a button marked FN on the keyboard?

Customer: replied 2 years ago.

Can you please hold down that button and tap the F5 key? And then try the touchpad to see if the mouse pointer comes back

Customer: replied 2 years ago.
It'ss on now

Does the pointer move?

Customer: replied 2 years ago.
it's moving

Haha - now I feel like a bit of an idiot! Sounds like the touchpad somehow got turned off when Windows updated - which is very unusual

Customer: replied 2 years ago.
You are the tech you know it all. What next want to access it remotely?
Customer: replied 2 years ago.
I even noticed my wifi is off

That is so strange - is it on now?

Customer: replied 2 years ago.
No have press F12 it's not coming on but have connected an RJ 45 cable to access the Internet

OK - lets give remote assistance a try - first time I've used it through Justanswer so please bear with me! Can you get a browser window open on your Toshiba?

James - Laptop Tech and 5 other Laptop Specialists are ready to help you
Customer: replied 2 years ago.
have tested it it's on

OK on your Toshiba I need you to type the following URL exactly as written:

http://www.justanswer.co.uk/remotedesktop/join.aspx?Session=32f06099-7bd5-44d9-9b5b-275f43b3b5bf

Customer: replied 2 years ago.
Done that

Hit enter and you should get the Justanswer Remote Assistance Screen with a green button saying Accept at the bottom

Or I Agree

Customer: replied 2 years ago.
404 - oops! seems you accessed an invalid link. Giving it a second try

OK no problem

Customer: replied 2 years ago.
Am using edge browser because my chrome too is not functioning

That should be fine - I'm not sure if this link will work but try this shortened version:

http://tiny.cc/kkr5ez

Customer: replied 2 years ago.
It works have agreed

OK - do you have a box at the bottom of the screen asking you if you want to run a program?

Customer: replied 2 years ago.
Are you still with me?

Yes, I'm still here

Customer: replied 2 years ago.
Should press run

Yes please

Customer: replied 2 years ago.
Done
Customer: replied 2 years ago.
Trying to connect

OK I can see your computer. I'm just going to check a few things on it and then will come back to you!

Customer: replied 2 years ago.
No prob. I can see you've taken over

Yup - just bear with me - so far so good!

Customer: replied 2 years ago.
No worries

Ccleaner looks for garbage on a computer - which I'm installing now

Customer: replied 2 years ago.
Ok

I'm basically going to carry out the same tasks I would if I was sat at your PC - a thorough service!

Customer: replied 2 years ago.
Good man

Your Edge Browser is opening to App Surf - I believe that may be malicious as it is then going to a page that looks like Google but isn't. I'll change the homepage to the genuine Google page

Customer: replied 2 years ago.
Tnx appreciate

Gsmartcontrol that I'm now downloading will check the hard disk for problems

Customer: replied 2 years ago.
Am with you

Good - no problem with the disk whatsoever - I use that to look for bad sectors which indicate the disk is failing and yours is fine!

Customer: replied 2 years ago.
Ok J

OK - your Avast Antivirus program looks like it isn't working properly - it won't open. I'll see if I can fix that now

Can't restart at this point or I'll lose the connection!

Customer: replied 2 years ago.
No prob

Chrome is now working but looks like something has tampered with that too!

Now installing Malwarebytes which I use to find nasties that the anti-virus doesn't always pick up!

Customer: replied 2 years ago.
Good

This will probably take a while! How long has your laptop been opening the Windows Store when you have tried to install programs with the security prompt?

Customer: replied 2 years ago.
James am dumbfounded you just go ahead you are highly appreciated

Haha! OK, I'll try to turn the additional security off - you don't really need it!

Customer: replied 2 years ago.
Ok man

This is the point when IT support gets boring - waiting for programs to finish running!

Customer: replied 2 years ago.
I know

But all looks good so far - the machine is actually behaving pretty well, quite speedy once booted. The antivirus does slow everything down at startup as it always runs checks - there isn't a lot you can do about that. But once Malwarebytes has finished you should be good to go.

Customer: replied 2 years ago.
This laptop we doing is for my nicestne is dell i want to do remote maintenance on mine too possible?
Customer: replied 2 years ago.
Tnx good man
Customer: replied 2 years ago.
typo error nice

That would have to be a separate Justanswer request, unfortunately, and I have another physical IT job later on today.

Customer: replied 2 years ago.
Never mine any time. Extra payment as well? And your service I'll need when ever

Yes, unfortunately so regarding the payment. I try to get onto Justanswer as often as I can when I'm between jobs and I believe it is possible to request me personally - I'm just not sure how that is done!

Customer: replied 2 years ago.
Haha. Get me your details I'll look for you among the rest.

Haha - well my name is***** but you probably search on the name which is displayed next to my messages in your chat window

I suspect if you request me, I get a message from Justanswer to respond. If I'm unable to do so the request is opened up to all other technicians. I'm usually on at 8am during the week and occasionally on at the weekends.

Right, Malwarebytes has finished - I just want to check a couple of things and then I'll restart your laptop and see what happens!

Customer: replied 2 years ago.
You welcome to do man

Fingers crossed!

Customer: replied 2 years ago.
Sure

You might have to login before I get remote control again

Customer: replied 2 years ago.
Mine we share personal details contacts too?

Unfortunately I think that's frowned upon by Justanswer. Has the Toshiba rebooted?

Customer: replied 2 years ago.
What of the wifi? Can't reboot time faster than this?

Is it still booting?

Customer: replied 2 years ago.
No it's on now

OK cool - please could you log it in for me?

There isn't a lot I can do about the initial boot up speed, but it is possible that part of the delay was the reinstallation of Avast, so it may or may not be quicker next time.

Customer: replied 2 years ago.
Logged you in

Cool - I'm back on. I'll just do some final checks.

Customer: replied 2 years ago.
Ok. Don't forget my wifi please

Looks like the wifi has reconnected on its own this time as both cable and wifi are showing connected

Customer: replied 2 years ago.
But the light that indicates on F12 I can't see I thought the network card is not active

OK, this might disconnect me but can you unplug the ethernet cable?

Customer: replied 2 years ago.
I don't want to remove the cable not to log you out

I've finished the main bit of work and we can always reconnect.

Customer: replied 2 years ago.
Highly appreciate your day's job. Tnx

Yes, it has taken a while hasn't it?! Might have helped if I'd thought a bit more laterally at the beginning and considered if the touchpad had somehow turned itself off! Just pull the Ethernet cable now and we'll see what happens - WiFi is definitely showing as connected.

Customer: replied 2 years ago.
Have done that

Yup - running on WiFi now! I still have a connection

Customer: replied 2 years ago.
Kindly increase the display for me, please

Back to as it was? OK

How's that?

Customer: replied 2 years ago.
I mean the brightness
Customer: replied 2 years ago.
Better

That's maximum brightness now

Customer: replied 2 years ago.
Yah

All good now - brightness and icon size?

Customer: replied 2 years ago.
Yah tnx

Right, I think we are all done then :-)

Customer: replied 2 years ago.
What would I have done without you? Except to catch u again for my Dell
Customer: replied 2 years ago.
Am building a streaming video site i needed a video technician assistance. Any help on that,?

Cool - I'll endeavour to be there when you are ready. I've disconnected from the Toshiba now so she's all yours!

Enjoy the rest of your day and thanks for using Justanswer!

Ah - messages crossed over! No unfortunately I'm not a video tech

Or a web expert come to think of it!

Customer: replied 2 years ago.
Highly appreciated

Glad to be of assistance!

Customer: replied 2 years ago.
Anyone you can recommend?
Customer: replied 2 years ago.
Happy having you as tech support
Customer: replied 2 years ago.
A big thank you to you and Toshiba

Might be worth checking to see if there is a local web developer - they may be able to help or alternatively just post a question on Justanswer as there are quite a few technical bods on here who should be able to help

Customer: replied 2 years ago.
That's good thx for everything

My pleasure!

Customer: replied 2 years ago.
Enjoy the rest of your working day. Cheers

And you - cheers!