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Things to check:
Install Sound/Audio Driver from the LAPTOP's website.
Check to make sure the sound isn't muted.
If all else fails, you can check into remotely controlling her laptop and see if you can do more for her yourself than via phone/chat.
This is because the sound driver is not installed. Please goto to the website of your PC\Laptop manufacturer and 'Drivers & Downloads'. Specify the model and the Operating system, download the sound drivers. Install it and there you go.
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you will have to get in touch with toshiba themselfs with the serial numbers from the back of your laptop. there should help you from there, I dont think there do have a default password, but do get in touch with toshiba. or read your namanual what came with the laptop.