Is my Laptop screen dieing or something else?

Forums › Laptops and mobile computers › Is my Laptop screen dieing or something else?

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Mad Scientist
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#1665444 8-Nov-2016 07:07

when windows 8 was brought out i gave up on windows on branded laptops. but having no alternative, i just accept what it throws at me. they changed something that made drivers not work properly, the solid link between software and hardware broken. custom built desktops are far more reliable.

Finch

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#1665546 8-Nov-2016 09:31

Screenshot from last night showing the registry files have been added, yet this morning no luck :(

jpwise

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#1665709 8-Nov-2016 13:18

Hey guys. Just to introduce myself, and since I've got an account here too, I was the tech who got this one when it came in for service. We've had a few emails back and forward, but it may be easier to continue the discussion here to see if anyone else had any thoughts on the matter.

As Finch noted earlier on there wasn't too much beyond the hardware diags I could do at the time due to the password, but all the standard checks were fine, and Bios had already updated as well.

There was an internal bulletin released by Toshiba about that patch I supplied, although I hadn't realised Toshiba Germany had released it publicly. My thoughts are similar to most others with regards to the problem that the root cause is software related, particularly given it only exhibits when waking from sleep, and even then only intermittently.

I haven't had a chance to speak further to Finch about whether it's running an upgraded Windows 8 install presently, or if it's had a Windows 10 Reset/Recovery done on it, but my present thoughts would be to start from scratch.

This machine originally released with 8.1 from factory, so my recommendations are based on that.

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Re-install the original Toshiba Factory Image (8.1 at time of shipping).

Install the Toshiba Software/Drivers Updates for Pre Windows 10 Upgrade.

Upgrade to Windows 10 again.

Install the Toshiba Software/Driver Updates Post Windows 10

Install any remaining Windows 10 Updates

The Toshiba Service Station utility does have a lot of the pre and post Windows 10 updates included, although it does seem to have lagged behind the website releases of late. The other regions have also at times released updated drivers ahead of them being released locally.

Working for Service Plus - www.serviceplus.co.nz

Authorised Service Agent for Apple, BenQ, Sony, and Toshiba - warranty & non-warranty repairs.

Finch

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#1665721 8-Nov-2016 13:44

Can confirm, Jpwise is the techie who was looking at my Laptop.

I will look into doing all of that tonight. Is there anywhere I can find a list or something of what was installed pre and after Windows 10?

Not entirely sure what I'm doing. So will have to spend a bit of time googling I think.

jpwise

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#1665740 8-Nov-2016 14:07

The official instructions are at: http://win10upgrade.toshiba.com/swupdate/download.aspx?region=TAP&lang=en&country=AU

For the most part it's just update everything driver related first, then the OS, then any post OS updates.

Working for Service Plus - www.serviceplus.co.nz

Authorised Service Agent for Apple, BenQ, Sony, and Toshiba - warranty & non-warranty repairs.

Batman

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#1665776 8-Nov-2016 14:53

As I said before, it is likely the owner of this laptop will have to live with it until the laptop dies. I am surprised Finch lasted that long, perhaps because the "just try this fix it should work" temptation is strong, but there's always "just try this next fix" around the corner and for me nothing works.

jpwise

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#1665789 8-Nov-2016 15:07

joker97:

As I said before, it is likely the owner of this laptop will have to live with it until the laptop dies. I am surprised Finch lasted that long, perhaps because the "just try this fix it should work" temptation is strong, but there's always "just try this next fix" around the corner and for me nothing works.

At the end of the day it's either a hardware problem, or a software problem. All current symptoms suggest software. If after the software side is restored, updated, upgraded, and so on, and if the unit still has persisting issues, it can only be a hardware problem. If it's a hardware problem, we'd need to review, and depending on the age and usage of the machine, it may be eligible for consumer law (CGA) coverage. But that is dependant on confirming a legitimate hardware fault, and assuming the software side doesn't fix the problem.

Finch - It is also of course possible to just test the unit with the original Windows 8.1 factory image. This is as 'stock' as it gets and would save you some more work with regards to testing. If on the original factory image with it's relevant updates, and the unit still exhibits problems it indicates reasonably quickly that there's potentially an underlying hardware fault.

Working for Service Plus - www.serviceplus.co.nz

Authorised Service Agent for Apple, BenQ, Sony, and Toshiba - warranty & non-warranty repairs.

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kharris

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#1665836 8-Nov-2016 16:24

Finch:

Screenshot from last night showing the registry files have been added, yet this morning no luck :(

And I assume the reg edits are still there?

Kirk

gzt

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#1665883 8-Nov-2016 16:55

Technical comments follow. Finch, close your eyes : )

jpwise:
1. Re-install the original Toshiba Factory Image (8.1 at time of shipping).
2. Install the Toshiba Software/Drivers Updates for Pre Windows 10 Upgrade.
3. Upgrade to Windows 10 again.
4. Install the Toshiba Software/Driver Updates Post Windows 10
5. Install any remaining Windows 10 Updates

[Added numbers for easy reference]

Agree testing for a reasonable time after step one so the customer can confirm correct operation under windows 8.

Ideally the same testing would be performed after 2,3,4. In this way it is possible to know if one of those steps is installing a driver version that contributes to this issue. Easy in lab but, pretty much impossible to organise at the customer end ; ).

Ideally driver version changes would be noted all the way through so that driver versions that break or correct it at each stage are known numbers.

At step 5 or pretty much anytime along the way if the machine is not isolated it is possible windows update will install a driver update. From there the machine might not be running the driver software intended.

Finch said earlier that a Toshiba update would not install because the version on the machine was newer. So, the windows update rebound might be an issue after all the hard work.

If driver versions are known for all driver packages installed at 2&4 already that could be compared against the current versions. If windows has a later version already today, then maybe roll back the display adaptor and see if it matches the correct Toshiba version we want to see at step 2&|4.

None of this particularly helps if the issue is with updated acpi or similar (unless those are tracked also) but I thought it was worth the discussion in the scenario where it is just adaptor driver related and the correct drivers are being ousted by windows update and or an earlier w10 driver version performs correctly.

Finch, you can open your eyes now : )

jpwise

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#1665923 8-Nov-2016 17:56

@gzt - agreed. although as long as everything is installed/updated in the right order it 'should' result in the machine running as intended.

Re-testing after the end of step 1 (factory image) should answer the issue for the most part. If the issue still persists at that point it's more suggestive of a hardware issue.

Specific version tracking would be good to track down the root cause, but given that it isn't a common problem on an AU/NZ scale for customers with the same model of machine who have updated/upgraded independently - it's more likely to be something specific to Finches machine (or the installed software).

We do get machines with oddball problems through the workshop from time to time, and whilst it's probably possible to isolate the fault further, once you've reached the outcome that the issue is software related, a factory re-image is usually the fastest solution. It's just not cost effective to spend hours on end drilling down to isolate the specific cause. If we can identify a fix that will reliably fix it (either from manufacturer, or researching the issue), without needing to resort to a re-install we will go down that path, but otherwise it's more effective to wipe and re-install.

Working for Service Plus - www.serviceplus.co.nz

Authorised Service Agent for Apple, BenQ, Sony, and Toshiba - warranty & non-warranty repairs.

gzt

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#1665947 8-Nov-2016 18:37

Fully agree. The shortest and simplest guaranteed path to a resolution is usually the best one.

Finch

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#1665949 8-Nov-2016 18:39

@Gzt Argh! The technical jargon is burning my eyes!!

How about I reset to Windows 8/8.1 for a day or two, and install nothing else, and see what happens then? I don't mind spending a day or two on each step that's fine.

@Joker

I do agree. I keep thinking "Ok hopefully this works" only to be disappointed :(

Finch

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#1665956 8-Nov-2016 18:48

Also, are these the correct instructions for resetting back to Windows 8?

http://www.mytoshiba.co.nz/support/items/faq/71

gzt

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#1665959 8-Nov-2016 18:55

Finch: @Gzt Argh! The technical jargon is burning my eyes!!

How about I reset to Windows 8/8.1 for a day or two, and install nothing else, and see what happens then? I don't mind spending a day or two on each step that's fine.

@Joker

I do agree. I keep thinking "Ok hopefully this works" only to be disappointed :(

Dude! I told you not to look! Anyway, look at this one then we can continue:

gzt

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#1665962 8-Nov-2016 19:05

Finch: @Gzt Argh! The technical jargon is burning my eyes!!

How about I reset to Windows 8/8.1 for a day or two, and install nothing else, and see what happens then? I don't mind spending a day or two on each step that's fine.

Best to take your cues only from jpwise from here forwards. The manufacturer service technician is the best person to take you all the way through to resolution by following the mandated process.

There is some time lost so far on your own initiative, but now you are in the right hands to take it forward to resolution.

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