How to reset your computer

How to reset your computer

Document number: 39013

Sometimes problems will not reoccur if you close all programs, shutdown then restart the computer. Sometimes your system will be locked up and you will be forced to reset or turn off your computer. It is tempting to jump directly to turning off the machine or pushing the reset button, but trying each step may save time and energy in the long run.

Follow the steps below, in the order given, to reduce the risks of lost data or program file corruption. The sequence given is designed for the widest variety of situations and to cause the least risk of more corruption. Do not use the "power off" switch unless you have tried all the methods described below and the reset button fails to shut down and restart the computer.

Note: This document is intended to be used in connection with situations in which you are locked up, frozen, or otherwise prevented from using the normal method of closing programs. It is a solution of last resort. Please try to save the exact text of any error messages before resetting.

Select the operating system you are using for step-by-step instructions on restarting your computer. (Keyboard instructions included, you can use the { Tab} key to move from link to link).

When you have a problem always shutdown and power-off. If you choose to just restart you will more often than not be just wasting your time.

Here is a summary of the steps:

Use the Start Menu to shut down gracefully.
Use Task Manager to close the offending program.
Use the Security menu to shut down.
Use the Reset button to force a shutdown and restart. *Note: No "reset" button on Tecra 9000 or 9100, use the power button.
Disconnect peripherals, use the Reset button, and select "Last Known Good".
Remove all power sources and restart.

If you are completely locked up, click here to use the reset button; otherwise please follow the steps in sequence.

Click here to go to Step One, Use the Start menu to shut down gracefully

If the above steps did not correct the problem 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.

Use the Start Menu to shut down gracefully

If you can access the Start Menu you should use the operating system's shutdown sequence. If your mouse does not work try holding the down the {Ctrl} key and pressing {ESC}. If that brings up the Start Menu you can follow the instructions below by typing the underlined letter.

Go to Start Menu, select Sh utdown
From the Shutdown menu select Shutdown.
Select Yes.
After the machine is completely powered off wait about ten seconds then restart the machine.

If your computer restarts normally and behaves normally, click here for more information.

If you were unable to access the Start Menu, try using Task Manager as described below.

UseTask Manager menu to close the offending program.

If your mouse does not work you can follow the instructions below by typing the underlined letter.

Hold down the {Ctrl} and {Alt} keys and continue holding them while pressing the {Del} key.
A "Windows Security" box should appear in the center of the screen.
Select Task Manager.
Scroll up and down the list of open programs. Look for one that has a notation next to it reading "Not responding".
If you find a program with that notation highlight it and select End Task to force it to close. NOTE: You may lose the data for any file that is open in that program. If you are truly frozen and can cannot even reach the Start Menu that is likely that will happen no matter what.

If your computer resumes normal operation then shut down as described above.

If that does not resolve the problem then try the Security menu as described below.

Use theSecurity menu to shut down.

The normal shutdown process includes disk maintenance so it is important to use it if you can.

If you cannot access the Start menu to restart the computer you try the following:
If your mouse does not work you can follow the instructions below by typing the underlined letter.

Hold down the {Ctrl} and {Alt} keys and continue holding them while pressing the {Del} key.
A "Windows NT Security" (or just "Windows Security") box should appear in the center of the screen.
Select Shut Down.
If your computer shuts down properly, wait for the count of ten before restarting.

If your computer restarts normally and behaves normally, click here for more information.

If shut down from the Security menu does not resolve the problem then use the reset button as described below.

Use the Reset button to force a shutdown and restart.

If you cannot use either the Start Menu or the Security menu to restore your machine then try the reset button.

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 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 your computer restarts normally and behaves normally, click here for more information.

If using the reset button does not resolve the problem then disconnect peripherals, try the reset button again, and select "Last Known Good" at boot up as described below.

Disconnect peripherals, use the Reset button, and select Last Known Good.

If using the rest button alone did not restore your machine try eliminating attached hardware as the source of the problem. The selection "Last Known Good" at boot-up restores the configuration of the last successful boot-up.

Using the reset button to restart your computer:

Remove all peripherals. If you are using a laptop disconnect all external devices and connections except your power supply. That would include monitor, keyboard, mouse, network connection (and port replicator bar if you have one), as well as jaz drives, palm cradle etc. For the desktops leave the monitor, keyboard, mouse and power connections but disconnect everything else.
Push the reset button to restart the computer.
Watch the screen carefully as the machine reboots. You will see a message giving you the opportunity to select the "Last Known Good" configuration. Make that selection.

If your computer restarts normally and behaves normally, click here for more information.

If using the reset button does not resolve the problem and you are using a laptop computer then use the remove all power sources and restart button as described below.

If you are using a desktop and the steps above did not correct the problem, or if the problem reoccurs frequently, 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.

Remove all power sources and restart

If none of the above methods shutdown your computer press the power switch.
Unplug the machine, remove all cables.
Remove the battery from the machine.
Reinstall the battery, reinstall cables, and power source.
Try restarting the machine.

Using the above methods to restart your computer may be all that is needed to resolve the problem.

If the above steps did not correct the problem, or if the problem reoccurs frequently, then 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.

Click here to go back to the beginning of this document.

More information on recovery from computer lock-ups or start-up problems.

Did using any of the above steps get you back to a normal working machine? If so, now is the time to that back-up you have been meaning to do.

Once you have successfully shut down it won't hurt and it might help to do an absolutely cold reboot. That involves removing all power sources including the battery, then restoring those power sources and restarting the machine.

Did one of the above steps only work temporarily. That is did the same problem reoccur? If so consider the following
- Can you identify the program that is causing the problem? If you can see document 69004 — How to uninstall and install software for information on removing then reinstalling the offending program.
- If the problem reoccurs several times and you cannot identify the program that is causing the problem contact Technical Support Operations. You may need to have your machine repaired, rebuilt or replaced.