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Troubleshooting |
This chapter provides some solutions to common computer problems. Use the information to troubleshoot and correct typical hardware and software issues.
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Telephone support |
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Automated troubleshooting systems |
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Tutoring and training |
If the suggestions in this chapter do not correct the problem, see "Getting Help" for more information about how to get help.
For more information on troubleshooting, click Start, then select Help and Support or Help.
Safety guidelines
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Never remove the memory bay cover while your computer is turned on, while the battery is installed, and while the modem cable and AC power adapter are connected. |
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Make sure you are correctly grounded before accessing internal components. For more information about preventing damage from static electricity, see "Preventing static electricity discharge". |
Troubleshooting
First steps
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Make sure the AC power adapter is connected to your computer and an AC outlet and that the AC outlet is supplying power. |
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If you use a power strip or surge protector, make sure it is turned on. |
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If a peripheral device (such as a keyboard or mouse) does not work, make sure that all connections are secure. |
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Make sure that your hard drive is not full. |
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If an error message appears on the screen, write down the exact message. The message may help Gateway Technical Support in diagnosing and fixing the problem. |
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If you added or removed modules or peripheral devices, review the installation procedures you performed and make sure you followed each instruction. |
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If an error occurs in a program, consult the program's printed documentation or the online help. |
For more information on troubleshooting, click Start, then select Help and Support or Help.
Software support tools
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PC Doctor is a comprehensive hardware diagnostic and system information tool that can test your computer and determine its configuration. PC Doctor provides 85 professional diagnostic tests directly from your computer. |
This support tool is available from HelpSpot or by clicking Start, then selecting All Programs, then Gateway Utilities.
For more information on PC Doctor, click Start, then select Help and Support or Help.
CD/DVD drive
The computer does not recognize a disc or the CD/DVD drive
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The disc may not be correctly seated in the tray. When you place a disc on the tray, make sure that you press the disc firmly onto the spindle so that the retainers hold the disc in place. |
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The CD/DVD drive may not be completely inserted into the drive bay. Press the drive into the bay, then try to access the disc again. |
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Make sure the disc label is facing up. |
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Try a different disc. Occasionally discs are flawed and cannot be read by the drive. |
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Clean the disc. For more information, see "To clean a CD or DVD:". |
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Your computer may be experiencing some temporary memory problems. Shut down and restart your computer. |
An audio CD does not produce sound
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Make sure the CD label is facing up. |
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Make sure the volume controls are turned up. For more information, see "Adjusting the volume in Windows XP" or "Adjusting the volume in Windows Me, Windows 2000, and Windows 98". |
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Make sure mute controls are turned off. To make sure mute is turned off: |
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In Windows Me, Windows 2000, and Windows 98, double-click the speaker icon in the lower right corner of the taskbar and make sure that the Master Out, CD Audio, MIDI, Digita, and Wave Mute check boxes are not selected. For more information about the mute setting, see "Adjusting the volume in Windows XP" or "Adjusting the volume in Windows Me, Windows 2000, and Windows 98". |
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In Windows XP, click Start, then select Control Panel. Click Sounds, Speech, and Audio Devices , then Adjust the system volume. Make sure that the Mute check box is not selected. |
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Clean the CD. For more information, see To clean a CD or DVD:. |
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Your computer may be experiencing some temporary memory problems. Shut down and restart your computer. |
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Reinstall the audio device drivers. For more information, see "Reinstalling device drivers". |
A DVD movie will not play
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Make sure the label is facing up. |
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Shut down and restart your computer. |
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The DVD's regional code and your computer's regional code may not match. Regional codes help control DVD title exports and help reduce illegal disc distribution. To be able to play a DVD, the regional code on the disc and the regional code for the DVD drive must match. |
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The regional
code on your DVD drive is determined by delivery address for your computer.
The regional code for the disc is on the disc, disc documentation, or
packaging.
To clean
a CD or DVD:
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Wipe from the center to the edge, not around in a circle, using a product made especially for the purpose. |
Device installation
You have computer problems after adding a new device
Sometimes a new device, such as a PC Card, can cause a system resource (IRQ) conflict. Check IRQ usage to determine if there is an IRQ conflict.
To check
IRQ usage in Windows XP:
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Click Start, then select Control Panel, then Performance and Maintenance.
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Click System, click the Hardware tab, then click Device Manager. The Device Manager opens.
- Click View, select Resources by type, then double-click Interrupt request (IRQ). All IRQs and their hardware assignments are displayed.
To check
IRQ usage in Windows Me and Windows 98:
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Click Start, then select Settings, then Control Panel. The Control Panel window opens. If you do not see the System icon, click view all control panel options.
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Double-click the System icon, then click the Device Manager tab. The Device Manager opens.
- Click Computer, then click Properties. The Computer Properties dialog box opens and displays the IRQs and their hardware assignments.
To free
IRQ resources for the new device in Windows XP and
Windows 2000:
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In the Device Manager, check the device list for a resource conflict. A resource conflict appears as a black exclamation point in a yellow circle.
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Remove the device you are trying to install, then determine which one of the existing devices or ports you can disable.
- Right-click the device or port you want to disable, then select Disable. The device or port is disabled.
To free
IRQ resources for the new device in Windows Me and
Windows 98:
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In the Device Manager, check the device properties for a resource conflict. A resource conflict appears as a black exclamation point in a yellow circle.
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Remove the device you are trying to install, then determine which one of the existing devices or ports you can disable.
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In the Device Manager, double-click Ports, click the port you want to disable, then click Properties.
- In the Device usage area, click to select the Disabled in this hardware profile check box, then click OK.
Diskette drive
The diskette drive is not recognized
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Shut down and restart your computer. |
You receive a "Access Denied" or "Write protect" error message
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Move the write-protection tab in the upper-right corner of the diskette down (unprotected). |
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The diskette may be full. Delete unnecessary files on the diskette and try again. |
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Not all diskettes are IBM-compatible. Make sure the diskette you are using is IBM-compatible. |
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Try a different diskette. Occasionally diskettes are flawed and cannot be read by the diskette drive. |
You receive a "Disk is full" error message
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Delete unnecessary files on the diskette. |
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Try a different diskette. Occasionally diskettes are flawed and cannot be read by the diskette drive. |
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Run ScanDisk on the diskette. For more information, see Checking the hard drive for errors. If errors are detected and corrected, try using the diskette again. |
You receive a "Non-system disk" or "Disk error" error message
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Eject the diskette from the diskette drive, then press Enter. |
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Make sure the diskette you are using is IBM-compatible. |
The light on the diskette drive is lit continuously
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Remove the diskette from the drive. If the light stays on, try restarting your computer. |
File management
A file was accidentally deleted
To restore
deleted files:
If the Recycle Bin was emptied before you tried to restore a file, the file cannot be recovered
Hard drive
You receive an "Insufficient disk space" error message
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Delete unnecessary files from the hard drive using Disk Cleanup. For more information, see Using Disk Cleanup. |
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Empty the Recycle Bin by right-clicking the Recycle Bin icon and selecting Empty Recycle Bin from the pop-up menu. |
All deleted files will be lost when you empty the Recycle Bin.
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If possible, save your files to a diskette or another drive. |
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If the hard drive is full, copy any files not regularly used to diskettes or other backup media, then delete them from the hard drive. |
You receive a "Data error" message
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This may be the result of a defective area on the hard drive. To fix hard drive problems, run the ScanDisk program. For more information, see Checking the hard drive for errors. |
The hard drive cannot be accessed, or you receive a "General failure reading drive C" error message
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If a diskette is in the diskette drive, eject it and restart the computer. |
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Make sure that the hard drive is correctly installed. Remove it, firmly reinsert it, then restart your computer. For more information, see Replacing the main hard drive. |
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If your computer has been subjected to static electricity or physical shock, you may need to reinstall the operating system. |
Internet
You cannot connect to the Internet
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Make sure your computer is connected to the telephone line and the telephone line has a dial tone. Use the Setup poster to make sure that the connections have been made correctly. |
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If you have the call waiting feature on your telephone line, make sure it is disabled. |
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Make sure your account with your Internet Service Provider (ISP) is set up correctly. Contact your ISP technical support for help. |
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Make sure you do not have a problem with your modem. For information about solving modem problems, see Modem. |
You receive an "Unable to locate host" message and are unable to browse the Internet
This problem can occur when you have typed a URL (Web address) incorrectly, you have lost your Internet connection, or your ISP is having technical difficulties.
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Double-check the URL or try a different URL. |
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If the error message still appears, disconnect from the ISP connection and close your browser, then reconnect and open the browser. If you still get the error, your ISP may be having technical difficulties. |
Connecting to a Web site takes too long
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The condition of the telephone lines in your residence or at your local telephone company |
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The condition of the Internet computers to which you connect and the number of users accessing those computers |
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The complexity of graphics and multimedia on Web pages |
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Having multiple Web browsers open, performing multiple downloads, and having multiple programs open on your computer |
People are sending you e-mail messages, but you have not received any mail
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Click the receive button in your e-mail program. |
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Make sure your account with your Internet Service Provider (ISP) is set up correctly. Contact your ISP technical support for help. |
Keyboard
The external keyboard does not work
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Make sure the keyboard cable is plugged in correctly. |
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Try a keyboard that you know works to make sure the keyboard port works. |
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If you spilled liquid in the keyboard, turn off the computer and unplug the keyboard. Clean the keyboard and turn it upside down to drain it. Let the keyboard dry before using it again. |
A keyboard character keeps repeating or you receive a "Keyboard stuck" or "Key failure" error message
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Make sure that nothing is resting on the keyboard. |
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Make sure a key is not stuck. Press each key to loosen a key that might be stuck, then restart the computer. |
LCD panel
The screen resolution is not correct
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Change the screen resolution and color depth from the Display Properties dialog box. For more information, see "Adjusting the color depth" and "Adjusting the screen resolution". |
The text on the display is dim or difficult to read
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Adjust the brightness controls. |
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Move the computer away from sources of electrical interference such as televisions, unshielded speakers, microwaves, fluorescent lights, and metal beams or shelves. |
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Change the display settings. For more information, see Adjusting the screen and desktop settings. |
Memory
You receive a "Memory error" message
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Make sure the memory modules are inserted correctly in the memory bay slot. For more information, see Installing memory. |
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Use diagnostic programs to help determine if a memory module is failing. For more information, see Installing memory. |
You receive a "Not enough memory" error message
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Close all programs, then restart the computer. |
Modem
Your modem does not dial or does not connect
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Make sure your computer is connected to the telephone line and the telephone line has a dial tone. Use the Setup poster to make sure that the connections have been made correctly. |
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Make sure that the modem cable is less than 6 feet (1.8 meters) long. |
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Remove any line splitters or surge protectors from your telephone line, then check for a dial tone by plugging a working telephone into the telephone wall jack. |
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If you have additional telephone services such as call waiting, call messaging, or voice mail, make sure that all messages are cleared and call waiting is disabled before using the modem. Contact your telephone service to get the correct code to temporarily disable the service. Also make sure the modem dialing properties are set appropriately. |
To check
the dialing properties in Windows XP:
To check
the dialing properties in Windows Me and Windows 98:
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Disconnect any answering machine, fax machine, or printer that is on the same line as the modem. You should not have these devices plugged into the same telephone line as the modem. |
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Make sure that you are not using a digital, rollover, or PBX line. These lines do not work with your modem. |
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Check for line noise (scratchy, crackling, or popping sounds). Line noise is a common problem that can cause the modem to connect at a slower rate, abort downloads, or even disconnect. The faster the modem, the less line noise it can tolerate and still work correctly. |
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Listen to the line using your telephone. Dial a single number (such as 1). When the dial tone stops, listen for line noise. Wiggle the modem cable to see if that makes a difference. Make sure the connectors are free from corrosion and all screws in the wall or telephone wall jack are secure. |
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You can also call your telephone service and have them check the telephone line for noise or low line levels. |
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Try another telephone line (either a different telephone number in your house or a telephone line at a different location). If you can connect on this line, call your telephone company. |
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Try connecting with the modem at a lower connection speed. If reducing the connect speed lets you connect, contact your telephone company. The telephone line may be too noisy. |
You cannot connect to the Internet
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The ISP may be having technical difficulties. Contact your ISP technical support for help. |
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See if the modem works with a different communications program. The problem may be with just one program. |
Your 56K modem does not connect at 56K
Current FCC regulations restrict actual data transfer rates over public telephone lines to 53K. Other factors, such as line noise, telephone service provider equipment, or ISP limitations, may lower the speed even further.
If your system has a v.90 modem, the speed at which you can upload (send) data is limited to 33.6K. If your system has a v.92 modem, the speed at which you can upload data is limited to 48K. Your ISP may not support 48K uploads.
You can check modem connection speeds and dial-up network (DUN) connections by accessing the gateway.your.way dial-up server . The server also contains drivers, patches, and updates for current Gateway hardware and software.
The server provides a secure connection and is a stand-alone server. You cannot use it to access the Internet. The server cannot be accessed Mondays from 8:00 a.m. to 12:00 p.m. CST.
To access
the gateway.your.way dial-up server:
Your fax communications program only sends and receives faxes at 14,400 bps when you have a 56K modem
The modem is not recognized by the computer
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Make sure the line connected to the modem is working and plugged into the appropriate port on the modem. Use the Setup poster to make sure that the connections have been made correctly. |
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If the modem shares the telephone line with another device, make sure the telephone line is not in use (for example, someone is on the telephone, or another modem is in use). |
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Use the modem cable that came with your computer. Some telephone cables do not meet required cable standards and may cause problems with the modem connection. |
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Shut down and restart your computer. |
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Run Windows modem diagnostics. |
To run
modem diagnostics in Windows XP:
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Click Start, then select Control Panel. If you do not see the Phone and Modem Options icon, click Switch to Classic View.
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Click/double-click the Phone and Modem Options icon, then click the Modems tab.
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Click to select your modem, then click Properties. The Modem Properties window opens.
- Click the Diagnostic tab, then Query Modem. If information about the modem appears, the modem passed diagnostics. If no modem information is available, 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.
To run
modem diagnostics in Windows Me and Windows 98:
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Click Start, then select Settings, then Control Panel. If you do not see the Modems icon, click view all control panel options.
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Double-click the Modems icon. The Modems Properties dialog box opens.
- 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.
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If information
about the modem appears, the modem passed diagnostics. If no modem information
is available, a white screen appears with no data, or if you get an
error, the modem did not pass diagnostics. Contact Gateway technical
support.
The modem is noisy when it dials and connects
When your modem tries to connect to another modem, it begins handshaking. Handshaking is a digital "getting acquainted" conversation between the two modems that establishes connection speeds and communication protocols. You may hear unusual handshaking sounds when the modems first connect. If the handshaking sounds are too loud, you can turn down the modem volume.
To turn
down the modem volume in Windows XP:
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Click Start, then select Control Panel. If you do not see the Phone and Modem Options icon, click Switch to Classic View.
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Click/double-click the Phone and Modem Options icon, then click the Modems tab.
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Click the Modem tab, then adjust the Speaker volume control.
- Exit Phone and Modem Options by clicking OK twice.
To turn
down the modem volume in Windows Me and Windows 98:
Mouse
The external mouse does not work
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Make sure that the mouse cable is plugged in correctly. |
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Try a mouse you know is working to make sure the mouse port works. |
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Shut down and restart your computer. |
The external mouse works erratically
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Clean the mouse. For more information, see Cleaning the mouse. |
Networks
You cannot connect to your company network
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Every network is unique. Contact your company computer department or network administrator for help. |
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If your system came equipped with an internal wireless device, do not operate the wireless device unless the system is fully assembled. |
Passwords
The computer does not accept your password
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Make sure that Caps lock and Pad lock are turned off, then retype the password. |
You forgot your startup password
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The password feature (which is set in the BIOS Setup utility) is very secure, with no easy way to recover a forgotten password. You must return your computer for repair. Call Gateway Technical Support for instructions. |
PC Cards
You installed a PC Card and now your computer is having problems
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Make sure you have correctly installed required software for the PC Card. For more information, see your PC Card's documentation. |
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Make sure that the PC Card you installed is not causing a system resource conflict. For more information on resource conflicts, see Device installation. |
Power
Your computer is not working on AC power
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Make sure your AC power adapter is connected correctly to your computer. For more information, see Connecting the AC adapter. |
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If your system is plugged into a surge protector, make sure the surge protector is securely connected to an electrical outlet, switched on, and working correctly. To test the outlet, plug a working device, such as a lamp, into the outlet and turn it on. |
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Make sure the AC power adapter cables are free from cuts or damage. Replace any damaged cables. |
Your computer is not working on battery power
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Make sure the battery is installed correctly. For more information, see Changing batteries. |
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Make sure the battery is fully recharged. For more information, see Recharging the battery. |
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Make sure the battery is calibrated correctly. For more information, see Recalibrating the battery. |
Your computer will not turn off, even after pressing the power button for five seconds
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If your system has "frozen," and pressing the power button for five seconds does not turn it off, insert a straightened paper clip into the reset hole on the bottom of your notebook. For the location of the reset hole, see Bottom. |
Printer
The printer will not turn on
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Make sure the power cable is plugged into an AC power source. |
The printer is on but will not print
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Check the cable between the printer and the computer. Make sure it is connected to the proper port. |
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Most printers have an online/offline button that you may need to press so the printer can start printing. Press the button to put the printer online. |
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Check the connector and cable for bent or broken pins. |
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Reinstall the printer driver. Use the manual that came with your printer for instructions on installing the printer driver. |
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If the printer you want to print to is not the default printer, make sure you have selected it in the printer setup. |
To set
a default printer in Windows XP:
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Click Start, then select Control Panel. If you do not see the Printers and Faxes icon, click Switch to Classic View.
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Click/double-click the Printers and Faxes icon. The Printers and Faxes window opens.
- Right-click the name of the printer you want to be the default printer, then select Set as Default Printer.
To set
a default printer in Windows Me, Windows 2000, and
Windows 98:
You receive a "Printer queue is full" error message
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Make sure the printer is not set to work offline. |
To make
sure the printer is not set to work offline in Windows XP:
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Click Start, then select Control Panel. If you do not see the Printers and Faxes icon, click Switch to Classic View.
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Click/double-click the Printers and Faxes icon. The Printers and Faxes window opens.
- Select Printer. If there is a Use Printer Offline option on the menu, click it to clear the check mark.
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- OR -
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Select
Printer.
If there is a
Connect
option on the menu, click it to connect to the printer.
To make
sure the printer is not set to work offline in Windows Me,
Windows 2000, and Windows 98:
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Wait until files have been printed before sending additional files to the printer. |
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If you print large files or many files at one time, you may want to add additional memory to the printer. Consult the printer documentation for instructions for adding additional memory. |
You receive a "Printer is out of paper" error message
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After adding paper, make sure the printer is online. Most printers have an online/offline button that you need to press after adding paper. |
ScanDisk
When you started your computer, it ran ScanDisk
The computer probably had its power interrupted or was incorrectly shut down. Windows automatically runs ScanDisk at startup when the computer was incorrectly shut down.
ScanDisk fixes errors on the hard drive to minimize data loss. To prevent ScanDisk from running when you start your computer, make sure you always shut down by selecting Turn Off Computer or Shut Down from the Start menu.
Sound
You are not getting sound from the speakers
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Make sure the Windows volume control is turned up. For more information, see "Adjusting the volume in Windows XP" or "Adjusting the volume in Windows Me, Windows 2000, and Windows 98". |
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Make sure that Mute is not selected. For more information, see "Adjusting the volume in Windows XP" or "Adjusting the volume in Windows Me, Windows 2000, and Windows 98". |
Video
The screen is too dark
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Adjust the brightness using the function keys. |
The external monitor is not working
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Make sure that the monitor power is turned on and that the video cable is correctly connected. |
The LCD panel has pixels that are always dark or too bright
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This condition is normal and inherent in the TFT technology used in active-matrix LCD screens. Gateway's inspection standards keep these to a minimum. If you feel these pixels are unacceptably numerous or dense on your display, contact Gateway Technical Support to identify whether a repair or replacement is justified based on the number of pixels affected. |
Telephone support
Before calling Gateway Technical Support
If you have a technical problem with your computer, follow these recommendations before contacting Gateway Technical Support:
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Make sure that your computer is connected correctly to a grounded AC outlet that is supplying power. If you use a power strip, make sure that it is switched on. |
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If a peripheral device, such as a keyboard or mouse does not appear to work, make sure that all cables are plugged in securely. |
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If you have recently installed hardware or software, make sure that you have installed it according to the instructions provided with it. If you did not purchase the hardware or software from Gateway, refer to the manufacturer documentation and technical support resources. |
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If you have "how to" questions about using a program, consult: |
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Online Help |
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Printed documentation |
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The Microsoft Windows documentation |
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The software publisher's Web site |
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Consult the troubleshooting section of this chapter. |
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Have your customer ID, serial number, and order number available, along with a detailed description of your issue, including the exact text of any error messages, and the steps you have taken. |
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Make sure that the computer is nearby at the time of your call. The technician may have you follow appropriate troubleshooting steps while on the line. |
Telephone numbers
Resource Service description How to reach Use an automated menu system and your telephone keypad to find answers to common problems.
Order a catalog of documents on common problems, then order documents by document numbers. The documents will be faxed to you.
Get tutorial assistance for software issues billed by the minute.
800-229-1103 (charged to your credit card)
900-555-4695 (charged to your telephone bill)Talk to a Gateway Technical Support representative about a non-tutorial technical support question. (Refer to "Before calling Gateway Technical Support" before calling.)
TDD Technical Support (for hearing impaired) is available:
800-846-2301 (US)
800-846-3609 (Canada and Puerto Rico)
605-232-2191 (all other countries)Get information about available systems, pricing orders, billing statements, warranty service, or other non-technical issues.
Tutoring and training
Gateway's Technical Support professionals cannot provide hardware and software training or tutorial services. Instead, Gateway recommends the following tutoring and training resources.
Self-help
If you have how-to questions about using your Gateway-supplied hardware or software, consult the following resources:
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The printed or online manual that came with your hardware or software. In many cases, additional product information and online manuals for Gateway-supplied hardware can be found in our Web site's Documentation Library |
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This user's guide |
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The software publisher's Web site |
Tutoring
For help on using hardware or software that came with your Gateway computer, contact Gateway's fee-based tutorial hotline:
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800-229-1103 (rate charged per minute; charged to a major credit card) |
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900-555-4695 (rate charged per minute; charged to your telephone bill) |
Training