Problems that are easy to fix
The more you work with your computer, the more
likely you are to encounter one or more of the following problems.
Your program stops responding.
If you are working with a program that suddenly
freezes all operations, chances are the program has stopped responding.
Don't worry. You can exit the failed program without shutting down Windows
98 or closing other programs.
To close a program that has stopped responding:
- Press
Ctrl,
Alt and
Del simultaneously (once).
Windows
98 displays the Close Program dialog box. This box lists all the programs
and processes currently in operation. If a program has stopped responding,
the words "not responding" appear beside its name in the list.
- Select the program you want to close, then click
End Task.
Closing the failed program should allow you to
continue working. If it does not, close the remaining programs by clicking
End Task.
- Close the
remaining programs by clicking End Task.
- Click Shut Down.
Windows
98 displays the Shut Down Windows dialog box.
- Select Restart, then click Yes.
Your computer shuts down and restarts Windows 98,
thus restoring operations.
NOTE: Typing
Ctrl
,
Alt and
Del simultaneously
twice to restart your computer is not recommended. By closing all open
programs prior to shutting down Windows 98 you ensure that all data is
saved.
Your program performs an illegal operation.
If you receive the message,
Your program has performed an
illegal operation , you should record the details of the
message and consult the software manufacturer.
To record the details:
- Click the Details button and select the text
Windows 98 displays.
The Details button displays
information that the software manufacturer needs to help you solve your
problem.
- Press
Ctrl and
c simultaneously
to copy the text to the clipboard.
- Open Notepad (click Start, point to Programs,
then point to Accessories and click Notepad).
- Press
Ctrl and
v simultaneously
to paste the details into Notepad.
- Add a paragraph break and type some notes
describing what you were doing when you received the message.
- Save the file and refer to it when you contact
the software manufacturer.
The computer displays the
Non-System disk or disk error
message.
Make sure there is no diskette in the diskette
drive. If there is one, remove it and press any key to continue. If pressing
any key does not work, press
Ctrl,
Alt and
Del, or press
the reset button to restart the computer.
If the problem persists, try restarting the
computer with the Toshiba Configuration Builder compact disc, or another
reliable system diskette.
You open a program that immediately stops
responding.
If CPU sleep mode is on (enabled), it may stop a
program from responding. Close the program you are trying to open and turn
off (disable) sleep mode. Then, try to run the program again.
To close the program:
- Press
Ctrl ,
Alt and
Del
simultaneously.
The Close Program dialog box
displays all the programs and processes currently in operation. If the
program has stopped responding, the words "not responding" appear beside
it.
- Click End Task, then click Cancel.
You can disable CPU sleep mode in Hardware Setup or
TSETUP. Follow these steps to disable sleep mode in TSETUP:
- Click Start, Shut Down, Restart Computer in
MS-DOS Mode, then click OK.
- Enter the following command:
c:\dos\tsetup
- Using the arrow keys, highlight Battery Save
Mode, then choose User Settings from the drop-down list.
This is the only way you can access the CPU Sleep
Mode function.
- Set CPU Sleep Mode to Disabled.
- Press
End , then enter
Y to save your
changes and exit from TSETUP.
- Type
Exit to return to Windows 98.
If the problem continues, contact the manufacturer
of the program.
Fixing
device-related problems
If you do not have a hardware conflict, but you
think your problem could be related to one of your computer's devices, the
first thing to do is run a system verification test. This test confirms that
the factory-installed devices connected to the computer are working. It
includes testing the memory, hard disk, disk drive, display, and additional
devices you may have connected to the system.
After running the test, read the part of this
section that describes problems and solutions related to specific devices.
Memory card problems
Incorrectly connected or faulty memory cards may
cause errors that seem to be device-related. So it is worthwhile checking
for these first:
- Click Start, then click Shut Down.
- Click the button next to Shut Down, then click
OK.
Windows 98 shuts down and turns off the computer
automatically.
- Remove the memory card.
- Reinstall the memory card, following the
instructions in Installing a
memory module, and make sure it is seated properly.
- Check for the error again.
- If the error recurs, remove the memory card
entirely and check for the error again.
If
removing the memory card eliminates the error, the memory card may be
faulty. If the error recurs without the memory card installed, the error
is not caused by the memory card.
Power and
the batteries
Your computer receives its power through the AC
adapter and power cable or from the system batteries (main battery and
real-time clock (RTC) battery). Power problems are interrelated. For
example, a faulty AC adapter or power cable will neither power the computer
nor recharge the batteries.
Here are some typical problems and how to solve
them:
The AC power light does not come on when you plug
in the AC adapter and power cable.
Make sure the AC adapter and power cable are firmly
plugged into both a working wall outlet and the computer.
If the AC power light still does not come on, check
that the wall outlet is working properly by plugging in a lamp or other
appliance.
The AC adapter and power cable work correctly, but
the battery will not charge.
The battery doesn't charge while the computer is
consuming full power. Try turning the computer off.
The main battery may not be inserted correctly in
the computer. Turn off the computer, remove the battery, clean the contacts
with a soft, dry cloth (if necessary) and replace the battery.
The battery may be too hot or too cold to charge
properly. Its temperature needs to be in the range 50 to 86 degrees
Fahrenheit (10 to 30 degrees Celsius). If you think this is the probable
cause, let the battery reach room temperature and try again.
If the battery has completely discharged, it will
not begin charging immediately. Leave the AC adapter and power cable
connected, wait 20 minutes and see whether the battery is charging.
If the battery light is glowing after 20 minutes,
let the computer continue charging the battery for at least another 20
minutes before you turn on the computer.
If the battery light does not glow after 20
minutes, the battery may have reached the end of its useful life. Try
replacing it.
The battery appears not to power the computer for
as long as it usually does.
If you frequently recharge a partially charged
battery, it may not charge fully. Let the battery discharge completely, then
try charging it again.
Check the power options using the Windows 98 Power
Management utility (or the battery save settings in TSETUP). Have you added
a device, such as a PC Card or memory module, that takes its power from the
battery? Is your software using the hard disk more? Is the display power set
to turn off automatically? Was the battery fully charged to begin with? All
these conditions affect how long the charge lasts.
For more information on maximizing battery power,
see Maximizing battery life.
Keyboard
problems
If, when you type, strange things happen or nothing
happens, the problem may be related to the keyboard itself.
The keyboard produces unexpected characters.
A keypad overlay may be on. If the numeric keypad
or cursor control light is on, press
Fn and
F10
simultaneously to turn off the cursor control light or press
Fn and
F11 simultaneously to turn off the numeric
keypad light.
If the problem occurs when both keypad overlays are
off, make sure the software you are using is not remapping the keyboard.
Refer to the software's documentation and check that the program does not
assign different meanings to any of the keys.
You have connected an external keyboard and Windows
98 displays one or more keyboard error messages.
If you have a second keyboard, try it. If it works,
the first keyboard may be defective or incompatible with your computer.
Nothing happens when you press the keys on the
external keyboard.
You may have plugged the external PS/2 keyboard in
while the computer was turned on. Using the AccuPoint, click Start, then
click Shut Down. When Windows 98 displays the Shut Down Windows dialog box,
select Restart and click OK. The computer will restart and recognize the
device.
The keyboard locks and the computer will not
restart.
Make sure the power is on and press the Reset
button.
AccuPoint
problems
Some of the keyboard problems listed above may
affect the AccuPoint. In addition:
Your finger slides off the AccuPoint easily.
If the AccuPoint cap is oily, remove the cap and
clean it with a cotton swab dipped in rubbing alcohol.
If the AccuPoint cap has become worn, replace the
cap with one of the spares that came with your computer. Follow these
steps:
- Remove the AccuPoint cap by grasping it firmly
and pulling it straight up.
The AccuPoint spindle is now
visible.
- Position the new cap on the spindle and press it
into place.
Display
problems
Here are some typical display problems and their
solutions:
The screen is blank.
Display Auto Off may have gone into effect. Press
any key to activate the screen.
You may have activated the instant security feature
by pressing
Fn
and
F1 simultaneously. If you have registered a
password, type it and press
Enter . If no password is registered, simply press
Enter
. The screen reactivates and allows you to continue working.
If you are using the built-in screen, make sure the
display priority is not set for an external monitor. To do this, press
Fn and
F5 simultaneously (once).
If this does not correct the problem, press
Fn and
F5 simultaneously
again to return the display priority to its previous setting.
If you are using an external monitor:
- Check that the monitor is turned on.
- Check that the monitor's power cable is firmly
plugged into a working power outlet.
- Check that the cable connecting the external
monitor to the computer is firmly attached.
- Try adjusting the contrast and brightness
controls on the external monitor.
- Press
Fn and
F5
simultaneously to make sure the display priority is not set for the
built-in screen.
The display does not look right.
You can change the display settings by clicking a
blank area of the desktop with the secondary button of the AccuPoint device,
then clicking Properties. This causes Windows 98 to open the Display
Properties dialog box. The Appearance tab of this dialog box allows you to
choose the colors for the screen. The Settings tab allows you to choose the
screen resolution.
The built-in screen flickers.
Some flickering is a normal result of the way the
screen produces colors. To reduce the amount of flickering, try using fewer
colors.
Windows 98 displays a message that there is a
problem with your display settings and that the adapter type is incorrect or
the current settings do not work with your hardware.
Reduce the size of the color palette to one that is
supported by the computer's internal display.
The display mode is set to Simultaneous and the
external display device does not work.
Make sure the external device is capable of
displaying at resolutions of 800 x 600 or higher. Devices that do not
support this resolution will only work in Internal/External mode.
Disk drive
problems
Problems with the hard disk or with a diskette
drive usually show up as an inability to access the disk or as sector
errors. Sometimes a disk problem may cause one or more files to appear to
have garbage in them. Typical disk problems are:
You are having trouble accessing a disk, or one or
more files appear to be missing.
Make sure you are identifying the drive by its
correct name
(A: or C:).
Run ScanDisk, which analyzes the directories, files and
File Allocation Table (FAT) on the disk and repairs any damage it finds:
- Click Start, point to Programs, Accessories,
System Tools and click ScanDisk.
- Click the drive you want to test.
- Select the type of test you want to use.
A thorough test is more complete but takes much
more time than a standard test.
- Click Start.
ScanDisk tests the disk.
Your hard disk seems very slow.
If you have been using your computer for some time,
your files may have become fragmented. Run Disk Defragmenter. To do this,
click Start, point to Programs, Accessories, System Tools and click Disk
Defragmenter.
Your data files are damaged or corrupted.
Refer to your software documentation for file
recovery procedures. Many software packages automatically create backup
files.
You may also be able to recover lost data using
utility software, which is available from your dealer.
Some programs run correctly but others do not.
This is probably a configuration problem. If a
program does not run properly, refer to its documentation and check that the
hardware configuration meets its needs.
A diskette will not go into the diskette drive.
You may already have a diskette in the drive. Make
sure the drive is empty.
You may be inserting the diskette incorrectly. Hold
the label of the diskette with the hub side facing down, and insert it so
that the metal head window cover goes into the drive first.
The metal cover or a loose label may be obstructing
the path into the drive. Carefully inspect the diskette. If the metal cover
is loose, replace the diskette. If the label is loose, replace the label and
try inserting the diskette again.
The computer displays the
Non-system disk or disk error
message.
If you are starting the computer from the hard
disk, make sure there is no diskette in the diskette drive.
If you are starting the computer from a diskette,
the diskette in the drive does not have the files necessary to start the
computer. Replace it with a bootable diskette.
The drive cannot read a diskette.
Try another diskette. If you can access the second
diskette, the first diskette (not the diskette drive) is probably causing
the problem. Run ScanDisk on the faulty disk (for instructions, see Disk drive problems).
CD-ROM drive
problems
You cannot access a CD in the drive.
Make sure the CD-ROM tray has closed properly.
Press gently until it clicks into place.
Open the CD-ROM tray and remove the CD. Make sure
the CD-ROM tray is clean. Any dirt or foreign object can interfere with the
laser beam.
Examine the CD to see whether it is dirty. If
necessary, wipe it with a clean cloth dipped in water or a neutral
cleaner.
Replace the CD in the drawer. Make sure it is lying
flat, label side uppermost. Press down until the CD-ROM disc locks on the
spindle. Close the CD-ROM tray carefully, making sure it has shut
completely.
You press the CD-ROM eject button, but the CD-ROM
tray does not slide out.
Make sure the computer is connected to a power
source and turned on. The CD-ROM drive eject mechanism requires power to
operate.
To remove a CD when the computer is not on (for
example, if the battery is completely discharged), use a narrow object, such
as a straightened paper clip, to press the manual eject button. This button
is in the small hole next to the CD-ROM eject button on the right side of
the computer.
Some CDs run correctly, but others do not.
If the problem is with a data CD, refer to the
software's documentation and check that the hardware configuration meets the
program's needs.
The color of the material used to make the CD can
affect its reliability. Silver-colored CDs are the most reliable, followed
by gold-colored CDs. Green-colored CDs are the least reliable.
Sound system
problems
You don't hear any sound from the computer.
Adjust the volume control.
If you are using an external microphone or
speakers, check that they are securely connected to your computer.
In TSETUP, check that the sound function is
enabled.
The computer emits a loud, high-pitched noise.
This is feedback between the microphone and the
speakers. It occurs in any sound system when input from a microphone is fed
to the speakers and the speaker volume is too loud. Adjust the volume
control.
Changing the settings for the Mute feature in the
Volume Control utility (default enabled), or the Mute feature in the Mixer
Utility (default Enabled), may cause feedback. Revert to the default
settings.
PC Card
problems
Most PC Card problems occur during installation and
setup of new cards. If you're having trouble getting one or more of these
devices to work together, several sections in this chapter may apply.
Card Information Structure
When you insert a PC Card into a slot, the computer
attempts to determine the type of card and the resources it requires by
reading its Card Information Structure (CIS). Sometimes the CIS contains
enough information for you to use the card immediately.
Other cards must be set up before you can use them.
Use the Windows 98 PC Card (PCMCIA) Wizard to set up the card. Refer to your
Microsoft documentation for more information, or refer to the documentation
that came with the PC Card.
Some card manufacturers use special software called
enablers to support their cards. Enablers result in nonstandard
configurations that can cause problems when installing the PC Card.
If Windows 98 does not have built-in drivers for
your PC Card and the card did not come with a Windows 98 driver, it may not
work under Windows 98. Contact the manufacturer of the PC Card for
information about operating the card under Windows 98.
PC Card checklist
- Make sure the card is inserted properly into the
slot.
SeeUsing PC Cards
for how to insert PC Cards.
- Make sure all cables are securely connected.
- Make sure the computer is loading only one
version of Card and Socket Services.
- Occasionally a defective PC Card slips through
quality control. If another PCMCIA-equipped computer is available, try the
card in that machine. If the card malfunctions again, it may be defective.
Resolving PC Card problems
Here are some common problems and their
solutions:
The slots appear to be dead. PC Cards that used to
work no longer work.
Check the PC Card status:
- Click the My Computer icon with the secondary
button, then click Properties.
Windows
98 displays the System Properties dialog box.
- Click the Device Manager tab.
- Double-click the device listed as your PC Card.
Windows 98 displays your PC Card's Properties
dialog box. This dialog box contains information about your PC Card
configuration and status.
The computer stops working (hangs) when you insert
a PC Card.
The problem may be caused by an I/O (input/output)
conflict between the PCMCIA socket and another device in the system. Use
Device Manager to make sure each device has its own I/O base address. See Fixing a problem with Device Manager
for more information.
Since all PC Cards share the same socket, each card
is not required to have its own address.
Hot swapping (removing one PC Card and inserting
another without turning the computer off) fails.
Follow this procedure before you remove a PC
Card:
- Click the PC Card icon on the taskbar.
- Click Stop xxxx, where xxxx is the identifier for
your PC Card.
Windows 98 displays a message
that you may safely remove the card.
- Remove the card from the slot.
The system
does not recognize your PC Card or PCMCIA socket controller.
This problem may be caused by a low backup battery.
Charge the battery by following these steps:
- Make sure the computer is not in Resume Mode.
- Turn off the computer.
- Connect the AC adapter and power cable and charge
the main battery to 100 percent.
- Keep the computer plugged in for about seven
hours with the power turned off.
The problem may also be caused by a conflict with
any additional memory in your system.
Often removing a malfunctioning card, inserting it
again, and reinstalling it using the procedure in Inserting PC Cards can correct many
problems.
A PC Card error occurs.
Reinsert the card to make sure it is properly
connected.
If the card is attached to an external device,
check that the connection is secure.
Refer to the card's documentation, which should
contain a troubleshooting section.
Printer
problems
This section lists some of the most common printer
problems.
The printer will not print.
Check that the printer is connected to a working
power outlet and is turned on and ready (on line).
Check that the printer has plenty of paper. Some
printers will not start printing when there are just two or three sheets of
paper left in the tray.
Make sure the printer cable is firmly attached to
the computer and the printer.
If your printer is ECP- or IEEE 1284-compliant,
make sure you have an IEEE 1284 printer cable.
Run the printer's self-test to check for any
problem with the printer itself.
Make sure you installed the proper printer drivers,
as shown in Setting up your printer.
You may have connected the printer while the
computer is on. Disable Resume Mode, turn off the computer, and turn off the
printer. Turn the printer back on, make sure it is on line, then turn the
computer back on.
Try printing another file. For example, you could
create and attempt to print a short test file using Notepad. If a Notepad
file prints correctly, the problem may be in your original file.
The printer will not print what you see on the
screen.
Many programs display information on the screen
differently from the way they print it. See if your program has a print
preview mode. This mode lets you see your work exactly as it will print.
Contact the software manufacturer for more information.
Modem
problems
The modem will not receive or transmit
properly.
Make sure the RJ-11 cable (the one that goes from
the modem to the telephone line) is firmly connected to the modem's RJ-11
jack and the telephone line socket.
Check the serial port settings to make sure the
hardware and software are referring to the same COM port (look in Device
Manager under Modems).
Check the communications parameters (baud rate,
parity, data length and stop bits) specified in the communications program.
It should be set up to transmit at 300, 1200, 2400, 4800, 9600, 14400,
28800, 33600 bps (bits per second) or higher. Refer to the program's
documentation and the modem manual for information on how to change these
settings.
The modem is on, set up properly and still will not
transmit or receive data.
Make sure the line has a dial tone. Connect a
telephone handset to the line to check this.
The other system may be busy or off line. Try
making a test transmission to someone else.
HINT: If your
computer is connected to a network, the Start-up menu may display
different versions of Safe mode.
DEFINITION: A
device driver is a file that contains information to help the computer's
BIOS (Basic Input/Output System) control the operation of devices
connected to the system.
TECHNICAL NOTE:
Programs and devices that are backward- compatible are designed to work
with older operating systems and other programs. For example, many
features of Windows 98 are backward-compatible with earlier versions of
Windows. This lets you use older programs with Windows 98.