Hello, Brenda. I apologize for the delay in this response. I typed a very long post last night, with (I believe) 12 items posed, in order to try to help zero in on the problem. Then, when I checked back today, for some reason it has disappeared. (I understand there has been some sort of issue with postings not saving properly, but I imagine FixYa is working on that.)
I did quite a lot of research on this - some 2+ hours - to try to make sure I wasn't overlooking something. So, I am going to try to basically recreate last night's content. Then we'll go from there.
- Please provide the exact model & specs of the Toshiba you are using (model #, hard drive, memory & type of memory, processor, specific version of OS, and graphics card). It might also be relevant to check out what other programs (non-MS) are on the machine, but we should start with the basics.
- Are you using the built-in keyboard and touchpad, or have you attached external devices? If external, what is being used? Is the same lack of response (as of the keyboard) noted in the mouse or touchpad used?
- Does the failure to respond occur in any program, at any time, without any routine event having occurred before it happens, or is it limited to one program, or following some particular type of usage? For example, is it only when you are in Office, or is it there even if you are just, say, working in MS Windows (such as using a search or explorer function)?
- As a sub-item of #3, if you are in Office when this occurs, is it primarily related to any one program, or is it more prevalent when performing one type of task over others? Further, does any specific type of usage or event generally lead to the complete lockup?
- As you have posted this under Office Pro 2007 Full Version, please confirm that this is your version of Office (Professional 2007). How was this placed on the machine: retail purchase with clean install, upgrade of free trial installed at OEM level, retail install following removal of trial, e.g., or perhaps through some type of download? When the install was executed, did you install with standard options (letting Office choose typical items) or did you do some customization?
- If you did have an OEM free trial on the machine, was it ever used, and did you uninstall it before installing your current product?
- What antivirus or other malware-prevention software are you running? Was the antivirus disabled during the Office installation?
- Is the Automatic Update feature turned on, and if so, in what fashion? By this, I mean, is the system completing automatic updates from download to install without your intervention, is it turned off with you going out periodically to download updates when you choose, or somewhere in between, such as download but let you choose when to install? Are you using the Windows Update and/or Microsoft Update? And, on updates, have you installed SP1 for Office 2007 (and if Vista, same question there)?
- Did the response issue begin immediately after installation of Office was completed, or was there any lag time when it still functioned properly? (For instance, activated, then it started, or two days later, or installed some other products, etc.)
- What process was followed to activate Office software, and were there any problems encountered in this procedure?
- Please check the Device Manager and Event Viewer, and let's make sure that the devices all appear normal (no error indications) and what types of events are in the event viewer at or around the time this occurs.
- Have you verified that all drivers on the machine are current and up to date, as well as BIOS and firmware? (There are some issues with Vista drivers out there, and we can locate those if we identify the specific need.)
- Did you use the machine with any other word processing type function prior to install of Office? What I'm trying to get at here is how certain we are that it is completely relative to the installation of Office. In other words, did the machine keep up with your typing before Office without issue?
- When Toshiba said there was no hardware issue, what exactly did they say they did to verify that? I ask this, as I recently helped with a huge issue with an HP laptop that simply was not right, and techs were ridiculously inadequate when stating nothing was wrong with the machine - it was proven many times over that this was untrue & I spent more than 100 hours on the phone with everyone from tech support to several "Case Managers" - and they still didn't live up to all of their commitments. Bad news! At any rate, we won't give up and if it's hardware, they have to live up to their end of the bargain.
I don't know that these are all the same questions I posted last night, but I think we are generally addressing the same issues for the most part. Now, a couple of basic things before getting into the whole list of questions - and feel free to post back in pieces if you need to!
Some folks have had issues with the keyboard "flexing" when typing, due to some basically "flimsy" plastic construction... This is obviously dependent on the model, so may be irrelevant to your situation.
Check Toshiba's policy re replacement after xx times being serviced for the same issue. (Most often 2x.)
-- Have you tried to attach an alternative keyboard to see if you have the same problem? I think this could be a key factor in determining with a little more certainty if this is a hardware or software problem. For example, if you have access to a USB keyboard, plug it in and let's see how the input functions using that. [NOTE: This presumes that you are comfortable with the actions necessary to direct your system to use the alternative input source. If not, let me know - I'll walk you through it.] If you still have the delay in typing, we'll know that it is more likely a software issue as opposed to a hardware issue. (Or at least that it is not an issue with the
keyboard hardware piece.)
-- Run a memory check and hard disk check to verify A-OK.
-- Open your task manager and watch your CPU usage among the services that are running as you use the machine. [If you click on the "CPU" column header, sort the list to where the services using the most CPU resources are at the top. These services will move up and down based on their individual usage as you go, and you should be able to see what services are running and using the resources.] This will also allow you to see what percentage of your resources are being used before and during keyboard usage. Plus, if the machine locks up while using the keyboard, you should be able to see what service is running and most likely at the heart of the matter when it does. I would also suggest sorting (click the column header as needed) on the Memory being used by each process. If you see some process "hogging" memory, this is symptomatic also in the next issue outlined.
-- Related to the monitoring of services and resources above, it is possible that what you are seeing as a delay in keyboard response is actually an issue with the entire system. For example, if the CPU usage goes to 100% for some period, and perhaps an extended period of time, it could be perceived that the system has locked up when it really is just going through some ridiculously long process that is unrelated to the keyboard. I have most often seen this with the Automatic Updates (whether the "Windows" or the "Microsoft" version). Automatic Updates has routinely, over the past 2 years or so, created issues by consuming (grabbing up) all of your system resources, which precludes response from almost every other process occurring within your system.
Further, MS keeps saying the issues are corrected and providing fixes, but after four or five times of believing this and turning the Automatic Updates option back on, I have now decided that for at least some period of time, to leave it turned off until I am certain it really is corrected. This caused all sorts of problems with my laptop - even misreporting the CPU speed! So, unless you see that the automatic update process is absolutely not involved, I would suggest turning it off while you work through this. Then, you can turn it back on if you choose to do so. At least then we will know that your issue isn't being caused by this possibility that just doesn't "automatically" come to mind - no pun intended... :-)
-- Go to a command line (Start-Run in XP) and type in "msinfo32.exe" without the quotes. This will bring up detailed system information window. Go through the windows in detail, verifying that the listed information agrees with your understanding of the features, software, hardware, levels, etc. on your machine. Take note of any item that appears to be suspect - for example, RAM does not agree to what you expect (e.g., 3.0GB RAM at purchase, but info displays some other number such as 1 or 2.xx.
> Make sure parameters are set to defaults, at least until the problem has been isolated - include: display resolution, paging file and hibernation file sizes, any multimedia preferences or settings, communication ports & connections (wireless, etc.)
> If you have peripherals connected, try booting and using the machine without these, adding one at a time while testing to see if any result in the problem occurring.
**I received "this message has exceeded limits* so I shortened some things and will end here, see if we have reached possible resolution, & await further info! DON'T GIVE UP!
