Some problems you may encounter when using your tablet are relatively easy to identify and solve.
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 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 AC adaptor and power cord/cable properly or installed a charged battery.
If you are using the AC adaptor, check that the wall outlet is working by plugging in another device, such as a lamp. Verify that the device is on by looking at the ON/OFF indicator. If the indicator is glowing, the device is on. Also, try turning the device off and then on.
The device starts but when you touch an icon nothing happens.
Your device may be in Sleep mode and have an application or resource conflict.
The operating system is not working
Once you are familiar with the Home screens and used to the waythe operating system responds, you can easily detect if the it is not working correctly. For example:
The operating system responds differently from the normal routine
Screens and apps take a long time to load
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 app or adding an external device.
If you experience any of these problems, use the About tablet setting to check for available system updates.
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.
Power and the batteries
Your device receives its power through the AC adaptor and power cord/cable or from the system battery. Power problems are interrelated. For example, a faulty AC adaptor or power cord/cable will neither power the device nor recharge the batteries. Here are some typical problems and how to solve them:
The Power light does not come on when you plug in the AC adaptor and power cord/cable.
Make sure the AC adaptor and power cord/cable are firmly plugged into both the wall outlet and the device. If the 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 adaptor and power cord/cable work correctly, but the battery will not charge.
The battery does not charge while the device is consuming full power. Try turning off the device.
The battery may not be inserted correctly in the device. Turn off the device, remove the battery, clean the contacts with a soft dry cloth (if necessary) and replace the battery. See “Removing the battery
from the device” on page 32.
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 light does not glow after a few minutes, the battery may have reached the end of its useful life. Try replacing it.
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. For more information, see “Optimizing battery life” on page 36. Have you added a device, such as a memory module, 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. To purchase a new battery, see your accessories information included with your device, or 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.
For more information on maintaining battery power, see “Charging the battery” on page 31.
Here are some typical display problems and their solutions:
The screen does not look correct.
You can change the display settings by touching the Settings ( ) icon on the Home screen. For more information, see “Screen settings” on page 72.You can also choose a theme for your Home screen background (Wallpaper).
Small bright dots appear on your TFT display when you turn on your device.
Small bright dots may appear on your screen display when you turn on your device. Your display contains an extremely large number of thin-film transistors (TFT) and is manufactured using high-precision technology. Any small bright dots that may appear on your display are an intrinsic characteristic of the TFT manufacturing technology. Over a period of time, and depending on the usage of the device, the brightness of the screen will deteriorate. This is also an intrinsic characteristic of the screen technology. When the device is operated on battery power, the screen will dim and you may not be able to increase the brightness of the screen while on battery power.
Sound system problems
The sound settings can be configured to your desired user preferences. For more information, see “Sound settings” on page 71.
No sound is coming from the device’s speakers.
Adjust the volume control.
If you are using external headphones or speakers, check that they are securely connected to your device.
Wireless networking problems
This section provides general troubleshooting tips for networking problems, specifically wireless (Wi-Fi®) networking.
The terms and concepts used assume a basic understanding of networks, and may be for more advanced users. If you need assistance or if you are not familiar with the terminology, please contact Toshiba.
Your device is equipped with an internal Wi-Fi® adapter. Verify that your Wireless connection is enabled. For more information, see “Setting up Wi-Fi® and Bluetooth® connections” on page 44.
Verify that your device can detect access points or routers. If it can detect a Wi-Fi® access point or router then it may be a configuration issue. Verify that the signal strength is good.
If another device is on the same network, verify that it has network access, and can connect to the Internet. If, for example, the other device cannot browse to a public Web site, the ISP’s (Internet Service Provider) service may be disrupted.
Verify that the Service Set Identifier (SSID), or network name, is correct - i.e., that it matches the SSID assigned to the access point you are attempting to connect through. SSIDs are case-sensitive.
If you have enabled any security provisions (closed system, MAC address filtering, Wired Equivalent Privacy [WEP], etc.), check the access point vendor's Web site for recent firmware upgrades. Problems with WEP keys, in particular, are frequently addressed in new firmware releases.
If you need further assistance
If you have followed the recommendations in this chapter and are still having problems, you may need additional technical assistance. This section contains the steps to take to ask for help.
Before you contact Toshiba
Since some problems may be related to the operating system or the program you are using, it is important to investigate other sources of assistance first.
Try the following before you contact Toshiba:
Review the troubleshooting information.
If the problem occurs while you are running a program, consult the program’s documentation for troubleshooting suggestions.
Contact the software company’s technical support group for their assistance.
Consult the dealer from whom you purchased your device and/or program. Your dealer is your best source for current information.
For the detailed specifications for your device, visit
If you still need help and suspect that the problem is hardware-related, Toshiba offers a variety of resources to help you.
Toshiba’s Technical Support Web site
For technical support, or to stay current on the most recent software and hardware options for your device, and for other product information, be sure to regularly check the Toshiba Web site at tabletsupport.toshiba.com.
Toshiba voice contact
Before calling Toshiba, make sure you have:
· ❖ The serial number for your device
· ❖ The device and any optional devices related to the problem
· ❖ Name and version of the app involved in the problem along with its installation media
· ❖ Information about what you were doing when the problem occurred
· ❖ Exact error messages and when they occurred
For technical support, call the Toshiba Customer Support Center:
Within the United States at (800) 457-7777
Outside the United States at (949) 859-4273
Other Toshiba Internet Web sites Toshiba’s worldwide offices
toshiba.com Worldwide Toshiba corporate site
us.toshiba.com Marketing and product information in the USA
accessories.toshiba.com Accessories information in the USA
support.toshiba.com Mexico and all of Latin America
acclaim.toshiba.com Toshiba USA Self-Service support web site
laptopforums.toshiba.com Community discussion forums for Toshiba laptop users
Toshiba (Australia) Pty. Limited
84-92 Talavera Road
North Ryde NSW 2113
Toshiba Canada Ltd.
191 McNabb Street
L3R - 8H2
Toshiba Systèmes (France) S.A.
7, Rue Ampère; B. P. 131
92800 Puteaux Cédex
Toshiba Europe GmbH
Centro Direzionale Colleoni
Via Paracelso 10
20041, Agrate Brianza
Toshiba Corporation, PCO-IO
1-1, Shibaura 1-Chome
Minato-Ku, Tokyo, 105-8001
For more information on additional Toshiba worldwide locations, please visit: www.toshiba.co.jp/index.htm.
Latin America and Caribbean
Toshiba America Information Systems
9740 Irvine Blvd. Irvine, California 92618 USA
800-457-7777 (within the US)
949-859-4273 (outside of the US - this call may incur long-distance charges)
Toshiba de México S.A. de C.V.
Sierra Candela No.111, 6to. Piso
Col. Lomas de Chapultepec.
CP 11000 Mexico, DF.
Toshiba Information Systems (España) S.A.
Parque Empresarial San Fernando
Edificio Europa, 1a Planta Escalera A
28831 (Madrid) San Fernando de
Toshiba Information Systems
(U.K) Ltd. Toshiba Court
Weybridge Business Park
Weybridge, Surrey KT15 2UL
Toshiba America Information Systems, Inc.
9740 Irvine Boulevard
Irvine, California 92618 United States
The Rest of Europe
Toshiba Europe (I.E.) GmbH
Source: Toshiba Thrive AT-100 User Guide
Source: Toshiba Thrive AT-100 User Guide