Toshiba black screen of death, Help please

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GamerOC

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Ultimate Geek

# 21614 2-May-2008 10:32

Hi there I'm hoping to get some ideas from you knowledgeble people, I have an issue with my brand new laptop
I just bought this Toshiba laptop at Harvey and Norman and i was told is midhigh end of the range with very nice spects but soon as i took it home the computer starting to show a fault, the computer suddenly freezes and the screen goes black despite hearing the harddrive sound the computer does not respond no matter what botons i press, it is however not a hibernation or powe saving mode as this happens while i'm working on the computer and just crashes on me.

could anyone please give me some idea of this could be a software fault as Harvey and Norman are saying is a software problem and nothing we can do about it????eh

or could this be hardware issue of overheating or just cheap components??

I'm trying to figured out if the hibernation mode is part or link to hardware, or is part of the software. still if the computer was on hibernation it should wake up when requested right? i thought computers go into hibernation if it is not in use for a period of time not when i'm in the middle of using (browsing, typing or playing solitare???

Please help me i'm not familliar with laptops and i'm currently investigating on my rights in this matter where Harvey in Norman does denied it is a hardware problem and just blame software for the fault.

Cheers,

Lew

freitasm

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# 127837 2-May-2008 10:47

Does it happen always while using the same software? Does it come with a recovery partition? You could try recoverying it and run it without any other software for a few days. If it happens again then it's not something you installed - so warranty applies.

It could be memory or a faulty motherboard. Or overheating.

In any case I would be taking it back for repairs if it can't be linked to any software.

My technology disclosure | Digital Transformation | Enterprise Content Management | Customer Relationship Management | Data Insights, Business Intelligence and Advanced Analytics

GamerOC

439 posts

Ultimate Geek

# 127842 2-May-2008 11:01

Hi Freitasm, it happened even before installing anything, as the Harvey and Norman technitian installed the operation system. i was just getting familiar with it and just played solitare card game and then it did it while playing the game. the other times it did it is when typing on office software and while surfing web on explorer? i thought this is basic task for this sort of machine.

I'm more incline into is a hardware problem but Harvey and Norman technitian said i have tested for an hour and then next day he tested for couple hours to see if it did it, he concluded its not cover by warranty as is software problem not hardware. apparently he has been stressing the computer to see if replicates the fault. however this fault is ramdom and it happen the first day i got it and next day sweet as then following day it did it three times, now he is suggesting by testing the item for couple of hours and it does not happen therefore does not exist so we don't repair or replace item? im shocked.

He said he will return the computer to me this morning with hibernation turn off and should sort the problem, if hibernation has to be turn off then shows there is still a problem hello.

I will try what you recommended me thanks,

cheers

davide

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# 127848 2-May-2008 11:14

The Harvey Norman tech installed the operating system? Normally that comes pre-loaded from the manufacturer. In any case, if he product is faulty, you should be asking them to send it away for repair.

In the event that the repair technicians decide that it's a non-warranty repair due to it being software related, I'd be talking to Toshiba directly (if of course, your story is as you say that the HN tech installed Windows and you have done nothing else to it)

If it's faulty hardware... then they will repair (or perhaps replace) but they need to be able to reproduce the fault. Write down, clearly and concisely, what you are doing before, during and after the fault occurs so that you can give it to HN when they send it away for repair.

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David Elsbury
Freelance Lighting, Sound and AV Technician
"Technician like ninja... live in shadow, move in silence"

freitasm

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# 127854 2-May-2008 11:21

The store never installs the OS. There's something strange here. Send it for repair.

You should not have to turn hibernation off.

My technology disclosure | Digital Transformation | Enterprise Content Management | Customer Relationship Management | Data Insights, Business Intelligence and Advanced Analytics

rscole86

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# 127859 2-May-2008 11:30

I agree that it needs to be repaired, but how long have you actually had the unit?

Most manufacturers offer a ELF period of either 7 or 14 days from purchase date. If it is within that period the supplier, Harvey Norman in this case, has to swap it out for a new one for you.
However, you may have a problem here if Harvey Norman think you have a software fault.

GamerOC

439 posts

Ultimate Geek

# 127932 2-May-2008 15:17

Hi there, thank you for your reply.
I had the laptop for a week counting the three days that laptop spent at Harvey and Norman 24 hours for "computer setup and software installation" then after playing with laptop for four days than spent over48 hours at Harvey and Norman for technitians trying to force the fault so they can say yeah is brocken or something.
They never return my calls as promise so i have been chasing them up GRRR. i pick laptop a few minutes a go and guess what one technitian said it is nothing wrong with it as we tried to force the fault and did not occur...then the other technitian hand me over the laptop and said i think is fixed?? as i turn hibernation and off so should not show the problem again, he said that computer went to hibernation as usual before turning it off and when he press power botton it waked up.. then why he turn hibernation off then. i tried to argued that i did not wanted hibernation turned off as i want to use that feature but the techs there are shocking "costumer service" they sort of dismiss my argument. than added nothing wrong with the hardware it is a software issue therefore not cover by warranty. what tha f..,. i'm angry now.

I'm going to tried for a few days and see if the fault repeats but i'm not happy with turning hibernation off.

another thing i did not know this computers already come with vista installed, then why i have to wait 24 hours for setup? and also in my prior experiences buying computers i always received the operation system cd and coa with my new pc. but how come this guys don't want to give me nothing with my laptop as in the package states that comes with windows vista home premioum?

cheers, a have a good weekend guys i hope this nightmare is over soon.

Lew

rscole86

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# 127935 2-May-2008 15:22

Im not too sure what has happened here, but one way or the other it sounds like you have been shafted.
I hope you have not paid for this extra dis-service?

GamerOC

439 posts

Ultimate Geek

# 127946 2-May-2008 15:42

I will never buy at Harvey and Norman anything from this experience. I did not pay for diagnosting fault but after the first day of testing that i find out it was actually one hour of testing the laptop... i rang the guy and he said there is no fault so is nothing i can do, then i said how long you tested for than he became defensive and said if you want me to keep testing this for longer i have to charged you for that? than i went to the manager and somehow there was no charge for another extra day i mean couple of hours of test, this service is pathetic to be the least.

is there any law in NZ that will backme up if this thing plays up again, i'm planning if this thing plays up i will record on video and will take it running to Harvey and Norman techs and see if they can blame that on hibernation as is turned off.

cheers,

Lew

GamerOC

439 posts

Ultimate Geek

# 128296 3-May-2008 21:52

Hi guys this is and update about my laptop issue of black screen of death. well after picking up from Harvey Norman on friday and been told is fixed and hibernation turned off by technitian. guess what happened two hours after using the computer on friday it did it again, computer appeared on hibernation mode but the screen was on but black or very little light all the lights are on batery, power etc. but when pressing power boton did not responde no matter what i did it was just not working. i have to crash it to continue using it since this laptop have done the fault three times ramdomly, i said that because first time it did it i was playing a DVD on it using the toshiba player not part of vista. second time just while typing in word and third time while surfing the web on mozilla. what the ... is going on with this i don't know if this is link to software or hardware. grrrr.... i just want this working or my money back and buy somewhere else.

Cheers guys,

have a nice weekend,

Lew

GamerOC

439 posts

Ultimate Geek

# 128524 5-May-2008 09:28

Hi guys after using the computer over the weekend i had the problem four times a black screen and non responsibe computer i had to crash it to restart and use it again, but i was hoping will do it first thing today but have not happened yet, when it happens i will take it to Harvey Norman without turning it off and ask for a newone or my money back. the fault was not triggered by any particular software as it did it soon as i got home from Harvey Norman and i was playing dvd with toshiba dvd player software not part of vista, then it did it while typing on word, then while surfing web on mozilla then while playing solitare.

firgers cross this does it today as well,

Lew

davide

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# 128546 5-May-2008 10:55

Have you talked to Toshiba New Zealand yet?

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David Elsbury
Freelance Lighting, Sound and AV Technician
"Technician like ninja... live in shadow, move in silence"

Simonm

181 posts

Master Geek

# 128947 6-May-2008 21:19

Can you give the model and a few spec details re the laptop?

GamerOC

439 posts

Ultimate Geek

# 130815 14-May-2008 10:55

I have manage to replicate the fault and have take it to Harvey and Norman and the tech said uh it is faulty....so was sent to toshiba, now toshiba called me to asked me what was the problem... i smell usless here. after i explain they said will run some test then if needs parts they will order them, i just want to say get fk and give me a newone. the laptop is a Toshiba Qosmio G35-AV600

Lew

rscole86

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# 130818 14-May-2008 11:02

I would approach Harvey Norman, explain what has happened and how you were dicked around by their 'technicians' and that like the laptop and would like it replaced.
And if that it is a problem then you would like your money back so you can take your business elsewhere.

They may do it for you, it all depends on the date it was purchased, and how long this has been going on, when you first told HN etc etc.