System Failures (Can't Boot to Windows)
When the operating system or hardware is corrupted you may get a variety of symptoms. For example, the machine may spontaneously reboot. A "Blue Screen" or system lockup is caused by a system failure. The "Blue Screen of Death" may be a blank blue screen, or one with lots of text, or one with a simple error message. If the machine is locked up treat is as a blue screen of death even if the screen isn't blue and regardless of whether an error message is showing. If you can't boot at all but there is power to the machine it should be also treated as a system failure.
It can have a variety of causes such as faulty device or bad RAM, conflicts between drivers or software, bugs in the operating system, or even a computer virus. Resolving it can be as simple as resetting, or as serious as replacing the machine. You may be able to avoid a system failure by taking some simple steps to keep your computer clean, cool, and well maintained. For more information and tips see document 39060 — How to reduce computer failures.
Note: If your system is locking up (freezing) or blue screening when you use Internet Explorer see Eureka! document 19019 — System freezes when using Internet Explorer.
Resolving a "Blue Screen":
2. Remove all sources of power, restore power and try again.
3. Select "Last Known Good" and try again.
4. Check Your Hard Disk for Errors.
5. Check that the panel close button is not stuck down
Using the reset button to restart your computer:
Locate the reset button on your computer.
In the Toshiba Tecra 500 it is a small hole above the power-on switch.
In the Toshiba Tecra 510 it is a small hole below and slightly in front of the power-on switch.
In the Toshiba 8000 series it is a small hole on the front to the right of the volume dial.
In the Toshiba Equium 7000 series it is a small button on the front above the power switch.
In the Toshiba Portege 3100CT is is a small hole on the front to the right of the volume dial.
There is no reset button on the Toshiba 9000 (9xxx series). Use the power button in the same way.
For the Toshiba Tecras use a thin, unbreakable instrument such as a straightened paper clip to push the button in that hole. Do not use something that may break off inside the hole, such as a pencil tip.
Push the reset button to restart the computer. Note: Sometimes a "10 second reset" will solve the problem. This is the same as a normal reset, but involves holding the reset button in for 10 seconds.
Watch the screen carefully as the machine reboots to note any unusual messages.
If you succeed in getting your machine operational, take the time for a backup. For more information on backups see Eureka! document 11225 How to do a manual backup.
Resetting your machine may restore normal operation or it may work only temporarily. If you continue to get errors and need to reset frequently, submit a ticket for a rebuild.
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2. Remove all sources of power, restore power, and try again.
Remove all power sources and restart
If none of the above methods work to shutdown your computer then press the power switch.
Unplug the machine,
Remove all cables. Disconnect all external devices such as Jaz Drive, external CD-ROM, Floppy Disk, Palm Cradle, etc. That includes the port replicator bar, dongle, network cord etc. This is important to reset device status and force the machine to actually poll for the devices later.
If it is a laptop remove the battery from the machine. Do not skip this step.
Press the power switch (yes, with no power attached) to complete circuits and clear all memory.
Reconnect ONLY what you need to power up and control the machine. For laptop replace the battery and connect your plug in power source but do NOT reconnect network, mouse, monitor or keyboard. For desktop plug in machine and reconnect mouse, monitor and keyboard but do NOT reconnect to network.
Try restarting the machine.
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3. Select "Last Known Good" and try again
Read the next set of instructions now because the screens move too fast to read them as you go. Once you have finished reading the instructions and know what to look for, reset the machine.
- Reset the machine to start the bootup process.
- When you see the message Please select the operating system to start, OR the message Starting windows ...press the { F8} key.
- This will be white lettering on a black background. Press the F8 key for ANY white lettering on a black background. If you've taken the time to read it you will be too late.
- If you aren't catching that message try holding down the { Esc} key and tapping the { F8} key rapidly.
- Use the arrow keys to highlight Last Known Good Configuration, and then press ENTER.
- NUM LOCK must be off before the arrow keys on the numeric keypad will function.
- Use the arrow keys to highlight an operating system, and then press ENTER.
- At the log on screen, press { Ctrl} + { Alt} + { Del} but instead of logging on select the Shut Down ...button. Then select Shutdown and Power Off.
- After the shutting off the machine wait 10 seconds. Reconnect only necessary peripherals such as dongle or port replicator bar (or modem ) and log into the network normally.
If that resolves the problem but the problem returns when a device is reattached, try uninstalling, then reinstalling the device.
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4. Check Your Hard Disk for Errors
If you can get to a normal screen you should use a utility that can check the hard disk for bad sectors and other problems. The utility can sometimes correct those errors. If the errors cannot be corrected, the utility may be able to mark those areas as unavailable so that the operating system does not attempt to use them. For more information on checking your hard disk for errors please see the document 69029 — How to check your hard disk for bad sectors and other errors.
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5. Check that the panel close button is not stuck down
If the machine is a Toshiba in the 8000 series (e.g. 8100, 8200, etc) check the "panel close" button which is at the top of the keyboard near the hinge (almost under the hinge). It is supposed to be a small point sticking up when the panel top is open, but it can get jammed down inside. Turn off the machine and rub your finger over the hole or tap your finger next to it sharply to try to release it. If the panel close button is stuck in the down position the machine will need to be repaired. You will need open a NorthStar ticket to make an appointment for service. Be sure to include your contact number. Describe the problem in detail, especially the steps you took to try to correct the problem. You will be contacted by the appropriate party. For more information on creating the NorthStar ticket, see Eureka! document 39068 — How to submit a computer or peripheral for repair.
Also see Eureka! document 19036 — Remove "rogue" software, parasites, spyware, adware etc.
If the above steps did not correct the problem you will need open a NorthStar ticket to make an appointment for service. Be sure to include your contact number. Describe the problem in detail, especially the steps you took to try to correct the problem. You will be contacted by the appropriate party. For more information on creating the NorthStar ticket, see Eureka! document 39068 — How to submit a computer or peripheral for repair.
If you had external devices such as a Jaz drive, external CD-ROM, palm cradle, etc,. attached at the time of the blue screen you should be sure to bring whatever you had attached when you take your machine in for evaluation.
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Created by the PeopleSoft Knowledge Management Team.
Copyright © 1999-2001
All rights reserved.
Created: db 04/28/1999
Revised: db 10/09/2002