Problem with new Laptop

DollyDee_2

Hello

Bought a new Toshiba Satellite C50D-A-133 laptop with Windows 8.1 from https://www.coopelectricalshop.co.uk. It was delivered last Wednesday. Set it up and created the recovery discs.

Used it Thursday and Friday - no problem apart from getting used to Windows 8.1 (old laptop was Vista).

All I've done is install Google Chrome and the Windows and McAfee updates and plugged a mouse in. Free McAfee runs out today.

Haven't messed with any settings or anything.

Saturday morning, switched it on, checked emails, bit of internet browsing. Left it while I did a couple of small jobs. Came back and it had gone to sleep and wouldn't wake up. Wouldn't respond to the touchpad or R & L buttons. It did respond to the mouse but wouldn't stay on long enough to type password before going to sleep again.

I've had to power off an on to restart it every time it has gone to sleep. I know hibernate is recommended but the point is I haven't changed anything and it was OK Thurs/Fri.

When it's booting up it sounds like it is trying to read a disc in the DVD drive - there isn't one in there. I'm sure it didn't do this Thursday and Friday when it "woke up" without any problems.

When it goes to sleep after being idle for 15 minutes, the WiFi light goes out (I've an ethernet cable connected to laptop and modem), bottom green light on Sky modem turns orange, the power button light goes out, the DC IN/Battery Indicator light is still on and the Power Indicator light is blinking.

Any advice please? I'm not techie at all. I feel like phoning Customer Services and telling them I am going to send it back for a refund (if I can) but if it's something simple I'll have a go at fixing it.

TIA - Dolly

grumpycrab

Sounds like a return to me with full refund. Don't wait until after today.

Try a System Reset:
Turn off computer. Remove all attachments and battery. Press and hold the Power button for 15 seconds. Attach Power and insert battery. Start computer and tap F2 at the Toshiba splash screen to get in BIOS. Press F9 to reset system defaults. Press F10 to Exit saving changes. Select Yes to complete process. The computer will restart.

Have you been closing the lid when you finish a session? "close lid" action may be shutdown? Don't spend too much time on this.

DollyDee_2

Thanks for your reply GC.

No, I haven't been closing the lid.

I'll write down what you've suggested and have a go.

A question, if I do get to return it, it's got some of my personal info on that I had to enter during the set-up process - not much, name, date of birth, address, phone number, what do I do about that?

Do I do a full restore from the recovery discs I created on the first day before I send it back?

One more bit of info which I don't think has anything to do with the problem but I have noticed it, the description on the website said Windows 8.1, the sticker on the bottom of the laptop says Windows 8 and there have been a lot of updates.

Dolly

grumpycrab

Windows 8->8.1 updates shouldn't have caused the problems.

Removing your personal information. Using your disks will certainly work but may be slow.
Press and hold the 0 (zero) key on your keyboard and then press the computers power switch. When the computer turns on, the Toshiba HDD Recovery Utility screen will appear.
May also work by pressing f8 at startup then repair my pc then factory recover option.

EDIT: of course doing a factory restore will probably fix the problem! a dilemma. But you are well within your rights to request a full refund (irrespective of problems you have 7 days I think. somebody else may confirm.)

cheddar_caveman

You don't say when you bought it, but take it back!

tyllwyd

We had something that sounds a bit similar with a laptop that suddenly turned itself off, and then it sounded as if the dvd drive was whirring when we tried to get it working again.


Yours has been less than seven days, so you are in a pretty good position to get a refund or replacement. We had ours a bit longer so we were forced to return it for a repair under warranty - they replaced some memory, I think - my OH was sceptical because he didn't think that had been the problem, but over a year later it is still running fine, so whatever they did worked.


But the key thing in your case is to move quickly, don't waste time messing around trying to fix it yourself, get the retailer to do something asap - the longer you wait, the weaker your position is when it comes to your options about repair vs return.

DollyDee_2

Thank you for the replies.

I didn't do what grumpy crab suggested because I was worried about messing it up and causing problems with a possible refund/repair. I phoned Co-op Customer Services yesterday and they said you have to press the power button to wake the computer up when it had been to sleep - you didn't have to this on the old Toshiba laptop. So red-faced I tried it and it worked. Let it go to sleep, did it again and it didn't work. Had to power off and on.

Got up this morning, switched it on - nothing. Tried again and it did try to boot up - got the "Toshiba leading innovation" screen and it died. Tried again and the same thing. Tried again and nothing happened and it wouldn't power off at all.

Phoned the Co-op again, they gave me number for Toshiba Support. Spoke to them finally after phoning and being in a queue 3 times, was on phone for 50 minutes and they eventually said it could not be resolved over the phone and gave me a Ref No. They think the power button could be faulty - I think there's a few more faults than that but was just glad to get the Ref No.

Phoned Co-op again, gave them the Ref No., said I wanted a refund and they agreed. It will be collected tomorrow.

Soooo glad to see the back of it.

At least I know I'm not going mad - I said it worked OK Thurs and Fri and it went OK yesterday afternoon after the Power off/on start-up - only had to touch the Touchpad to wake it up. I then realised it hadn't actually gone to sleep, the display had just gone off.

Got to start looking again.

Cheers Grumpy.

Dolly

grumpycrab

DollyDee wrote: »

Got to start looking again.

https://www.amazon.co.uk/gp/product/B00HR6U4GU/

DollyDee_2

Hi GC

That one looks good to me, will discuss it with hubby.

It looks like it has got proper keys (like our old Toshiba), the Toshiba C50 keypad was just like a strip of plastic with writing on, the whole keypad was springy when you typed. My son says it's like when you used to buy different covers for the old Nokia phones and they came with the rubbery strip with the "buttons" on. Yuck.

I actually plugged the old Tosh in yesterday. I had done a complete restore on the 6th April which didn't solve the "waking up" problems but it had got to be done anyway if we were going to dispose of it. There were 103 Windows (Vista) updates, 340 mb if I remember correctly, plus we've had all those Windows 8.1 updates. Hope this is within Sky's fair usage terms!

Going to put Avast on it today - have only been on t'internet for the updates. Was using Comodo before but everyone on here seems to recommend Avast.

On the son's iMac at the mo.

Thank you for all your help GC, really appreciate it.

Dolly

grumpycrab

DollyDee wrote: »

I actually plugged the old Tosh in yesterday...

Now you mention your old laptop you'll be offered help/suggestions to sort it/keep it (to save money).
1. AVAST is an excellent free (and lightweight) antivirus
2. model number of Toshiba? how much memory? disk?
3. what wakeup problem?
4. if you make a backup NOW (e.g. Macrium Free) that'll save having to do all those updates again in the future.

DollyDee_2

Hi GC

There's another thread of mine on here Page 10, 7th one down at the moment. Soz, not sure how to post link.

I did everything suggested and the last resort was the full restore and nothing solved the problem.

It's booted up on the second attempt yesterday and today - think it's behaving itself as it's been in the cupboard for a week! I've changed the power options to "never go to sleep". Not very MSE.

When it's on it's fine but it cannot be relied upon and I do my banking/savings on the internet so do need a reliable computer.

dave-dph said his nephew's went the same and he replaced some things but he couldn't solve it.

Thanks - Dolly