Laptop Questions? Ask a Laptop Technician for Answers ASAP!
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?
OK - when you say the keyboard and mouse are frozen is the mouse pointer on the screen or has it disappeared?
OK - are you able to type in the password? I've trying to work out at what point the drivers stop responding
And once the password ***** ***** I take it your desktop appears but no mouse pointer? Sorry for all the questions!
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?
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?
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
Good - do you still have a mouse pointer?
Ah - OK is it back to your desktop?
Sorry, meant 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
Sorry, I meant click the power symbol and hold down shift while you click Restart - you should get a screen like this
OK - what options do you have?
Great - choose Troubleshoot
Click Advanced Options and then you should see System Restore
Brilliant! OK click System Restore
OK - looks like every Windows 10 device is different! I'm expecting a window to open showing the System Restore console
Great - select your account and enter your password ***** prompted
OK - click the Next button at the bottom
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
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
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.
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!
No problem - back in a bit!
Hi - I'm back
OK - just give me a shout when it has completed
Excellent - restart your laptop and let's see what happens
OK - might take longer than normal after a restore
Yes, go ahead and log in
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?
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
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?
Yes, if you can
Ah OK - makes things a little more tricky for diagnostics as the only option is to use the keyboard
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.
OK sure - before you do that, let's try something. Can you see a button marked FN on the keyboard?
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
Does the pointer move?
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
That is so strange - is it on now?
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?
OK on your Toshiba I need you to type the following URL exactly as written:
Hit enter and you should get the Justanswer Remote Assistance Screen with a green button saying Accept at the bottom
Or I Agree
OK no problem
That should be fine - I'm not sure if this link will work but try this shortened version:
OK - do you have a box at the bottom of the screen asking you if you want to run a program?
Yes, I'm still here
OK I can see your computer. I'm just going to check a few things on it and then will come back to you!
Yup - just bear with me - so far so good!
Ccleaner looks for garbage on a computer - which I'm installing now
I'm basically going to carry out the same tasks I would if I was sat at your PC - a thorough service!
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
Gsmartcontrol that I'm now downloading will check the hard disk for problems
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!
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!
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!
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?
Haha! OK, I'll try to turn the additional security off - you don't really need it!
This is the point when IT support gets boring - waiting for programs to finish running!
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.
That would have to be a separate Justanswer request, unfortunately, and I have another physical IT job later on today.
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!
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!
You might have to login before I get remote control again
Unfortunately I think that's frowned upon by Justanswer. Has the Toshiba rebooted?
Is it still booting?
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.
Cool - I'm back on. I'll just do some final checks.
Looks like the wifi has reconnected on its own this time as both cable and wifi are showing connected
OK, this might disconnect me but can you unplug the ethernet cable?
I've finished the main bit of work and we can always reconnect.
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.
Yup - running on WiFi now! I still have a connection
Back to as it was? OK
That's maximum brightness now
All good now - brightness and icon size?
Right, I think we are all done then :-)
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!
Glad to be of assistance!
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
And you - cheers!