Troubleshooting

    This chapter provides some solutions to common computer problems. Read this chapter to learn how to troubleshoot typical hardware and software problems.

    While troubleshooting your computer, follow these safety guidelines:

Never remove the computer case cover while your computer is turned on and while the modem cable and the power cord are connected.
Do not attempt to open the monitor case. To do so is extremely dangerous. Even if the power is disconnected, energy stored in the monitor components can be dangerous. Also, opening the monitor voids the warranty.
Make sure that you are correctly grounded before opening the computer case. For more information about preventing damage from static electricity, see Preventing static electricity discharge.

Tips & Tricks

See the documentation that came with your computer for additional troubleshooting information.

Graphics card

The computer does not recognize the graphics card

Shut down and restart your computer.
Make sure that you installed the required software. For more information, see Installing the Software.
Make sure that all external cables are connected securely.
Make sure that any internal cables are connected securely. For more information, see Installing the Add-In Card.
Reseat the card. For more information, see Installing the Add-In Card.

There are problems with the display settings

Make sure that you did not miss any of the software installation steps.
Make sure that the monitor supports the display mode and resolution selected. For more information, see the documentation that came with the monitor.
Make sure that you used the correct software installation procedure for your operating system.

There is no video signal to the television

Connect the television to the graphics card TV out jack before starting your computer. For more information, see Using the Graphics Card.
Make sure that the television is set to the correct input selection.
Make sure that you did not miss any of the installation steps in "Using the Graphics Card".
Make sure that you did not miss any of the steps in "Sending video output to the television".

Modem card

The computer does not recognize the modem card

Shut down and restart your computer.
Make sure that you installed the required software. For more information, see Installing the Software.
Make sure that all external cables are connected securely.
Run modem diagnostics.

To run modem diagnostics in Windows XP:

      1. Close all open programs.

      2. Click Start, then click Control Panel. The Control Panel window opens. If your Control Panel is in Category View, click Printers and Other Hardware.

      3. Click/Double-click the Phone and Modem Options icon, then click the Modems tab.

      4. Click to select your modem, then click Properties. The Modem Properties dialog box opens.

      5. Click the Diagnostic tab, then click Query Modem. If information about the modem appears, the modem passed diagnostics. If no modem information is available, if a white screen appears with no data, or if you get an error such as port already open or the modem has failed to respond, the modem did not pass diagnostics.

      If the modem does not pass diagnostics, go to "Removing existing software" and review all the procedures in this guide to make sure that you have not missed any steps.

To run modem diagnostics in Windows Me, Windows 98, or
          Windows 2000:

      1. Close all open programs.

      2. Click Start, Settings, then click Control Panel. The Control Panel window opens. If you do not see the Modems icon, click view all control panel options.

      3. Double-click the Modems icon. The Modems Properties dialog box opens.

      4. Click the Diagnostic tab, click the COM port next to the name of the modem, then click More Info. The Modem Info dialog box opens. If information about the modem appears, the modem passed diagnostics. If no modem information is available, if a white screen appears with no data, or if you get an error such as port already open or the modem has failed to respond , the modem did not pass diagnostics.

      If the modem does not pass diagnostics, go to "Removing existing software" and review all the procedures in this guide to make sure that you have not missed any steps.

Make sure that any internal cables are connected securely. For more information, see Installing the Add-In Card.
Reseat the card. For more information, see Installing the Add-In Card.

There is no dial tone

Make sure that the telephone cable is going directly from the telephone wall jack into the modem jack (this jack may be labeled Line In).

Tips & Tricks

If you still have the Setup poster that came with your computer, use it to check all external connections.

Make sure that your telephone cable is less than six feet (1.8 meters) long. Additional telephone cable length could cause interference and signal loss.
Make sure that no other devices, such as a fax machine, are plugged into the same line as the modem.
Make sure that you are not using a digital, rollover line, or PBX line. They do not work with this modem.
Unplug all other telephones, surge protectors, caller ID boxes, splitters, answering machines, and fax machines in the house.
Unplug the cable from the telephone wall jack, then plug a telephone that you know works into the wall jack. If there is no dial tone, contact your telephone service.
Plug the modem cable into the telephone wall jack. Plug the other end of the modem cable into the modem jack on the back of your computer (this jack may be labeled To Phone). If there is no dial tone, try a different cable.
Try connecting the modem to a telephone line with a different number.
Reseat the card. For more information, see Installing the Add-In Card.

Cannot use external services

If you have call messaging or voice mail through your telephone service, make sure that all messages are cleared before using the modem. Contact your telephone service to get the correct code to temporarily disable the services, then change your dialing properties to reflect the codes that are specific to your subscribed telephone services.

To check the dialing properties in Windows XP:

      1. Click Start, then click Control Panel. The Control Panel window opens. If your Control Panel is in Category View, click Printers and Other Hardware.

      2. Click/Double-click the Phone and Modem Options icon, then click the Dialing Rules tab.

      3. Click the location from which you are dialing, then click Edit.

      4. Make sure that all settings are correct.

To check the dialing properties in Windows Me, Windows 98,
          or Windows 2000:

      1. Click Start, Settings, then click Control Panel. The Control Panel window opens.

      2. Double-click the Modems icon, then click Dialing Properties. The Dialing Properties dialog box opens.

      3. Make sure that all settings are correct.

Make sure that the problem is not with just one program. Test the modem to see if it works with another communications program.
If you are unable to connect to the Internet, check with your ISP (Internet service provider). The ISP may be having technical difficulties.
If you recently installed a new piece of software or hardware and then started having problems, uninstall the software or remove the hardware and any related hardware drivers, then restart your computer. If the modem works, contact the software or hardware vendor of that product for technical support.

Network card

The computer does not recognize the network card

Shut down and restart your computer.
Make sure that you installed the required software. For more information, see Installing the Software.
Make sure that all external cables are connected securely.
Make sure that any internal cables are connected securely. For more information, see Installing the Add-In Card.
Reseat the card. For more information, see Installing the Add-In Card.

Sound card

The computer does not recognize the sound card

Shut down and restart your computer.
Make sure that you installed the required software. For more information, see Installing the Software.
Make sure that all external cables are connected securely.
Make sure that any internal cables are connected securely. For more information, see Installing the Add-In Card.
Reseat the card. For more information, see Installing the Add-In Card.

There is no sound

Check both the Windows volume control settings and the volume control on the speakers.
Make sure that the speakers have power and that they are turned on.
Make sure that the speakers are plugged into the correct jack (usually green if the speakers only have one cable) on the sound card and, if applicable, that the cables between the speakers and the subwoofer are connected correctly.
Make sure that the sound card software setting, analog or digital, matches the speakers you have connected to your computer.
Make sure that all cables are securely connected.
If you replaced the integrated sound system with an add-in sound card, make sure that you plugged your speakers into the add-in sound card jacks and not the integrated sound system jacks.
If you replaced the integrated sound system with an add-in sound card, make sure that you disabled the integrated sound in the BIOS Setup utility. For more information about the BIOS Setup utility, see the documentation that came with your computer.