Toshiba Encore 2 Instruction Manual

							81Utilities
Service Station
Service Station
The Service Station helps you keep your new device running 
at its best by notifying you when updated software, firmware, 
documentation or other information is available for your 
device. The Service Station will alert you when updates are 
available, and you can then choose to install the updates if 
you wish. 
						

							82
Chapter 6
If Something Goes 
Wrong
Some problems you may encounter when using your device 
are relatively easy to identify and solve. Others may require 
help from your network administrator or the manufacturer of 
the software program.
This chapter aims to help you solve many problems by 
yourself. It covers the problems you are most likely to 
encounter.
If all else fails, contact Toshiba. You will find information on 
Toshiba’s support services at the end of this chapter. 
Problems that are easy to fix
Your program or application stops responding.
The operating system allows for the use of both 
applications (“Apps” used with the Windows® “Modern 
UI”) and programs (used in the traditional Windows® 
desktop environment). For the purpose of simplifying the 
information we will use the terms interchangeably in this 
chapter.
NOTE 
						

							83If Something Goes Wrong
Problems when you turn on the device
If you are working in a program that suddenly freezes, 
chances are the program has stopped responding. You can 
exit the program without shutting down the operating system 
or closing other programs.
Problems when you turn on the device
These problems may occur when you turn on the power.
The device will not start.
Make sure you attached the USB Power cable to the 
USB/AC adaptor properly.
Press and hold the Power button for at least 5 seconds, and 
then swipe down where indicated.
If you are using the USB/AC adaptor, check that the wall 
outlet is working by plugging in another device, such as a 
lamp.
The device displays the 
WARNING RESUME 
FA IL U RE /Windows Error Recovery – Windows did not shut down 
successfully message.
To continue, select 
Start Windows normally. This can 
happen if the device was put into Sleep mode and the 
battery has discharged. If you performed a shutdown before 
this message was displayed, a program or driver may have 
prevented Windows
® from shutting down.
Data stored in the device’s memory has been lost. Data 
stored in the device’s internal storage drive may not be 
affected.
Always save your data even when you are using Sleep 
mode. If your battery fully discharges, information that has 
not been saved will be lost. Your device can be configured to 
warn you when a battery is running low see “What to do 
when the battery runs low” on page 61. 
If you are running on battery power, it is recommended that 
you do not leave the device in Sleep mode for long periods 
of time.
To charge a battery, leave the device plugged into a live wall 
outlet for several hours. For more information see “Charging 
the battery” on page 59.  
						

							84If Something Goes Wrong
The Windows® operating system is not working
The Windows® operating system is not 
working
Once you are familiar with your device and used to the way 
the operating system responds to your work routine, you can 
easily detect if the operating system is not working correctly. 
For example:
❖The operating system fails to start after the initial startup 
appears.
❖The operating system takes a long time to start.
❖The operating system responds differently from the 
normal routine.
❖The screen does not look right.
Unless a hardware device has failed, problems usually occur 
when you change the system in some way such as installing 
a new program or adding a device.
If you experience any of these problems, use the options in 
the Startup menu to fix the problem.
Using Startup options to fix problems
If the operating system fails to start properly, you may need 
to troubleshoot the Operating System and/or its settings. 
There are several options to choose from depending on the 
severity of the problem and your level of expertise with 
computers.
If Windows
® fails to start properly twice, the Windows® Boot 
menu will launch. To enter the Advanced Startup options 
manually:
1Press the 
Windows® ( ) button on the side of the 
device to display the Start screen and swipe in from the 
right edge of the screen.
2When the Windows
® charms appear, touch the Settings 
( ) charm.
3Touch 
Change PC Settings.
4Touch 
Update and recovery.
5Touch 
Recovery. 
						

							85If Something Goes Wrong
The Windows® operating system is not working
6Touch Restart Now under Advanced Startup.
The device restarts.
7Touch 
Troubleshoot from the menu. 
You now have several options:
Refresh your device
❖Your files and personalization settings won't change
❖Your device settings will be changed back to their 
defaults
❖Your Apps from the Windows
® Store are retained
❖Apps you installed from discs or Web sites are removed
❖A list of removed apps is saved to your desktop
For more information, see “Refresh your PC (with user’s 
data)” on page 42.
Reset your device
❖All of your personal files and apps are removed
❖Your device settings are changed back to their defaults
For more information, see “Reset your PC” on page 45.
Advanced options
Choosing this option presents you with another set of 
options:
System Restore
❖System Restore allows you to use a Restore point to 
return the device to a state at which it was performing 
properly. Restore points may be created: 
❖When new hardware or software is installed
❖Manually by the user
System Image Recovery
Windows
® will “Recover” the Operating system using a 
specific image provided by the user.
Startup Repair
This feature automates the repair process. The Operating 
System will automatically look for problems and repair them 
if possible. 
						

							86If Something Goes Wrong
The Windows® operating system is not working
Command Prompt
The command prompt is a very powerful tool for advanced 
users. 
Startup Settings
In previous Operating Systems the majority of the options 
found on this menu were available by pressing the 
F8 key 
during the Windows® boot process:
❖Enable low resolution video mode
Restarts Windows
® using your current video driver at low 
resolution. This allows you to reset your display settings 
in the event they have been improperly set.
❖Enable debugging mode
Starts Windows
® in an advanced troubleshooting mode
❖Enable boot logging
Creates a file that lists all the drivers that are installed 
during startup
❖Enable Safe Mode
Starts Windows
® with a minimal set of drivers and 
services. If the device starts and runs in Safe Mode, you 
will know the Operating System is most likely working 
properly and that you should look to third-party 
applications or drivers for the source of your problem.
❖Disable driver signature enforcement
Allows drivers containing improper signatures to be 
installed
❖Disable early-launch anti-malware protection
Allows drivers to initialize without being measured by the 
Anti-malware driver
❖Disable automatic restart on system failure
Prevents Windows
® from automatically restarting if an 
error causes it to fail. Choose this option only if 
Windows
® is stuck in a loop where it fails, attempts to 
restart, and fails again repeatedly. 
						

							87If Something Goes Wrong
The Windows® operating system is not working
Internet problems
My Internet connection is very slow.
Many factors contribute to the speed with which you can 
surf the Internet. They include: network speed, network 
conditions, time of day (when everyone else is surfing, your 
access can be slow) and popularity of the sites you are trying 
to access. If accessing a particular site is very slow, try later.
My browser cannot find the URL address I typed in.
Make sure you separated the domain names of the address 
with the forward slash (/). Check the spelling of each name 
and the syntax of the address carefully. A single incorrect 
letter or missed character will make it impossible for your 
browser to locate the site.
My browser cannot find a site I bookmarked.
The World Wide Web is constantly changing. A site you 
bookmarked yesterday may not be available today or its 
server may be down for temporary repair. Try again later.
The Windows® operating system can help you
If the operating system has started properly but you still have 
a problem using your device, the online Help can assist you 
in troubleshooting the problem. To open online Help:
❖Press the 
Windows® ( ) button on the side of the 
device to display the Start screen and swipe in from the 
right edge of the screen. When the Windows
® charms 
appear, touch the 
Search ( ) charm. Then touch the 
Search field and begin typing 
Help and Support.
When the “Windows Help and Support” screen appears, do 
one or both of the following:
❖Touch the search field, type the topic you need help 
with, and follow the on-screen instructions
❖Touch one of the options listed in the window and 
follow the instructions
You can connect to Support Online by going to Toshiba 
support at support.toshiba.com. 
						

							88If Something Goes Wrong
Fixing a problem with Device Manager
Fixing a problem with Device Manager
Device Manager provides a way to check and change the 
configuration of a device.
Changing the default settings using Device Manager can 
cause other conflicts that make one or more devices 
unusable. Device Manager is a configuration tool for 
advanced users who understand configuration 
parameters and the ramifications of changing them.
Checking device properties
Device Manager provides a way to view the properties of a 
device. Properties include the name of the manufacturer, the 
type of device, the drivers installed, and the system 
resources assigned to the device. 
To check a device’s properties:
1Press the 
Windows® ( ) button on the side of the 
device to display the Start screen and swipe in from the 
right edge of the screen. When the Windows
® charms 
appear, touch the 
Search ( ) charm. Then touch the 
Search field and begin typing 
Device Manager.
2Touch 
Device Manager.
The Device Manager screen appears.
3In the list of device(s), touch the device type.
4To view the device(s) installed, touch the device.
The operating system displays the device Properties 
dialog box, which provides an array of tabs. They may 
include:
❖The 
General tab, which provides basic information 
about the device.
❖The 
Resources tab, which lists resources assigned 
to the device. This tab does not appear if the device 
is not using resources.
❖The 
Driver tab, which displays the drivers being 
used by the device. This tab also provides options 
for updating the driver or rolling back the driver in 
case the new version is causing a problem.
The tabs that appear in the dialog box vary from one 
device to another.  
						

							89If Something Goes Wrong
Power and the batteries
For more information about Device Manager, refer to 
Windows® online Help.
Power and the batteries
The device’s battery is not accessible by the user.
Your device receives its power through the USB Power cable 
to the USB/AC adaptor or from the system batteries. Power 
problems are interrelated. For example, a faulty USB Power 
cable or USB/AC adaptor will neither power the device nor 
recharge the batteries.
Here are some typical problems and how to solve them:
The USB Power cable to the USB/AC adaptor work 
correctly, but the battery will not charge.
The tablet’s battery does not charge while the device is 
consuming full power. Try turning off the device.
The battery may be too hot or too cold to charge properly. 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 USB/AC adaptor and power 
cord/cable connected, wait 20 minutes and see if the battery 
is charging.
The battery appears not to power the device for as 
long as it usually does.
If you frequently repeat shallow charge and discharge, the 
battery meter may become inaccurate. Let the battery 
discharge completely, then try charging it again.
Check the power options via your Power Plans (see “Power 
Plans” on page 64). Have you added a device that takes its 
power from the battery? Is your software using the internal 
storage drive 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.
After a period of time, the battery will lose its ability to 
perform at maximum capacity and will need to be replaced. 
This is normal for all batteries. Visit the Toshiba Web site at 
accessories.toshiba.com. Refer to this site often to stay 
current on the most recent software and hardware options 
for your device, and for other product information.NOTE 
						

							90If Something Goes Wrong
Display problems
For more information on maintaining battery power, see 
“Changing the battery” on page 65.
Display problems
Here are some typical display problems and their solutions:
The screen is blank.
Display Auto Off may have gone into effect. Touch the screen 
to activate it.
❖If you are using the built-in screen, make sure the display 
priority is not set for an external monitor. To do this, 
press the 
Windows® ( ) button on the side of the 
device to display the Start screen and swipe in from the 
right edge of the screen. When the Windows
® charms 
appear, touch 
Devices ( ). Touch Project ( ), and 
then touch 
Second screen.
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 device is firmly attached.
❖Try adjusting the contrast and brightness controls on the 
external monitor.
❖Check the display priority as described above.
The screen does not look correct.
Choose a theme for your desktop background, under 
Change the visuals and sounds on your device, in the 
Themes panel. You can also change the setting for 
individual components separately by selecting an item from 
just below the 
Themes panel (Desktop Background, 
Color, Sounds, and Screen Saver).
For more information, see the Windows
® online Help.
A message displays saying 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 device’s internal display.
To change the display properties:
1Touch & hold in a blank area of the Windows
® desktop.