Troubleshooting

    This chapter provides possible solutions to common computer problems. Use the information to troubleshoot and correct typical hardware and software issues.

    If the suggestions in this chapter do not correct the problem, see "Getting Help" for more information about how to get help.

First steps

    Try these things first before going to the following sections:

Make sure that the power cable is connected to your computer and an AC outlet and that the AC outlet is supplying power.
If you use a power strip, make sure it is turned on.
If a peripheral such as the keyboard or mouse does not work, make sure that all connections are secure.
If you added or removed computer peripherals before the problem started, review the installation procedures to make sure everything was installed correctly.

CD drive

The computer does not recognize the CD drive

Make sure the CD label is facing up, then try again.
Try a different CD. Occasionally CDs are flawed and cannot be read by the CD drive.
Shut down and restart your computer.
Clean the disc. For instructions, see "Handling and cleaning CDs".
Restart your computer, then enter the BIOS Setup utility by pressing F1. Make sure that the IDE controllers are enabled.

Audio CD does not produce sound

Make sure the CD label is facing up, then try again.
Make sure the volume controls are not muted and are turned up.
Shut down and restart your computer.
Clean the CD. For information, see "Handling and cleaning CDs."
Reinstall the audio device driver. For instructions, see "Reinstalling Windows 98 device drivers."

Handling and cleaning CDs

    Follow these guidelines when handling or cleaning CDs:

Do not expose CDs to sun or other strong light for long periods. Also, avoid high heat or humidity.
Handle CDs carefully to avoid scratching them, especially on the label side, which only has a thin layer of lacquer protecting the surface.
Do not use alcohol-based pens, ballpoint pens, or pencils to write on CDs. The ink may eventually eat through the lacquer surface and damage the data. Instead use felt tip pens.
When using recordable CDs, only use labels designed expressly for that purpose.
Store and ship CDs in their jewel cases or other protective containers.
Do not stack CDs together. They may stick to each other, causing the lacquer surface to peel off.
Avoid putting fingerprints on the bottom (recorded side) of the CD.
Clean CDs by wiping from the center to the edge, not around in a circle, using a product made especially for the purpose.

Diskette drive

Your computer does not recognize the diskette drive

Shut down and restart your computer.

You cannot save file to diskette or you get the message "disk is full or write-protected"

Delete unnecessary files on the diskette and try again.
Try a different diskette. Occasionally diskettes are flawed and cannot be read by the diskette drive.
Make sure the write-protection tab on the upper-right corner of the diskette is down (unprotected).
Make sure the diskette you are using is IBM-compatible.
Run ScanDisk on the diskette. For instructions on running ScanDisk, see "Scanning the hard drive for errors." If errors are detected and corrected, try using the diskette again.

The diskette drive LED is lit continuously

Remove the diskette from the drive. If the light stays on, try restarting your computer.

File management

You accidentally deleted a file

Use Gateway GoBack to recover the deleted file. For information on using Gateway GoBack, see "Using Gateway GoBack".
Restore the file in the Recycle Bin.

To restore files that were deleted in Windows:

  1. Double-click the Recycle Bin icon.

  2. Right-click the file you want to restore, then select Restore.

Hard drive

You receive an "Insufficient disk space" error message

Delete unnecessary files from the disk using Disk Cleanup. For more information, see "Deleting unnecessary files."
Empty the Recycle Bin by right-clicking the Recycle Bin icon and selecting Empty Recycle Bin from the menu.
Save your files to another disk or drive. 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 cannot access the hard drive or you receive a "General failure reading drive C" error message

If a diskette is in the diskette drive, eject it and restart the computer.
Try restarting your computer by pressing Ctrl+Alt+Del.
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

Make sure your computer is connected to a phone line and the phone line has a dial tone. Use the Setup poster to make sure that the connections have been made correctly.
If you have the call waiting feature on your telephone line, make sure it is disabled.
Make sure your account with your Internet service provider (ISP) is set up properly. Contact your ISP technical support for help.
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, lost your Internet connection, or your ISP is having technical difficulties.

    Double-check the URL or try a different URL. If the error message still appears, disconnect the ISP connection and close your browser. Then reconnect and open the browser. If you still get the error, you may have a problem with your Internet connection or ISP.

Connecting to a Web site takes too long

    Many factors can affect Internet performance:

Condition of the phone lines in your residence
Condition of the phone lines and switches at your local telephone company
Condition of the Internet computers to which you connect and the number of users accessing those computers
Complexity of graphics and multimedia on Web pages
Having multiple Web browsers open, performing multiple downloads, and having multiple programs open on your computer

Keyboard

The keyboard does not work

Make sure the keyboard cable is plugged in correctly.
Try a keyboard that you know works to make sure the keyboard port works.
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 key on the keyboard keeps repeating

Make sure nothing is resting on the keyboard.
Make sure a key is not stuck. Press each key to loosen a key that might be stuck, then restart the computer.

Modem

Your modem does not dial or does not connect

Make sure your computer is connected to the phone line and the phone line has a dial tone. Use the Setup poster to make sure that you connected the phone line to computer correctly.
Make sure that the modem cable is less than six feet (1.8 meters) long.
Check for a dial tone by plugging a working phone into the phone jack. Remove any line splitters or surge protectors from the phone line during testing.
If you have additional phone 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 phone 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:

  1. Click Start, then select Settings, then Control Panel. The Control Panel opens.

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

  3. Make sure all settings are correct.

  4. If you are not using a calling card or call waiting, click to clear the Dial Using Calling Card and Call Waiting check boxes.

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 phone line as the modem.
Make sure that you are not using a digital, rollover, or PBX line. These lines do not work with this modem.
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 properly.
      Listen to the line using your phone. 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 phone jack are secure.
      You can also call your phone service and have them check the phone line for noise or low line levels.
Try another phone line (either a different phone number in your house, or a phone line at a different location). If you can connect on this line, call your phone company. The other phone line may be too noisy.
Try connecting with the modem at a lower connection speed. If reducing the connect speed lets you connect, contact your phone company. The phone line may be too noisy.

You cannot connect to the Internet

The ISP may be having technical difficulties. Contact your ISP technical support for help.
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.

    Upload speeds (sending data out your computer) are limited to 33.6K.

    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, when the server is backed up.

    To access the gateway.your.way dial-up server:
    1. Double-click the My Computer icon, then double-click the Dial-Up Networking icon. The Dial-Up Networking window opens.
    2. Double-click the Make New Connection icon, then type gateway.your.way in the Type a name for the computer you are dialing text box.
    3. Click Configure.
    4. Click the Options tab, click to select the Bring up terminal window after dialing and Display modem status check boxes, then click OK.
    5. Click Next.
    6. In the Phone number text box, type 1-888-888-0520, then click Next. Include any special numbers (such as 9, to get an outside line) that are required by your phone system.
    7. Click Finish. An icon for gateway.your.way appears in the Dial Up Networking window.
    8. Right-click the gateway.your.way icon, then click Properties. The gateway.your.way Properties dialog box opens.
    9. Click the Server Types tab.
    10. Click to clear the Log on to network, NetBEUI, and IPX/SPX Compatible check boxes, then click OK.
    11. Double-click the gateway.your.way icon.
    12. Type gwclient in the User Name text box, then click Connect. A black screen opens.
    13. Type gwclient, then press F7. An icon (two blinking computers) appears in the status area of the taskbar, verifying that the modem is connected.
    14. Open your Web browser.
    15. Type gateway.your.way in the Address text box, then press Enter. If a Web page opens, your modem is working correctly.

Your fax communications program only sends and receives faxes at 14,400 bps when you have a 56K modem

    Current fax technology only supports a maximum send and receive rate of 14,400 bps.

The computer does not recognize the modem

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 you connected the phone line to the computer correctly.
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 phone, or another modem is in use).
Use the modem cable that came with your computer. Some phone cables do not meet required cable standards and may cause problems with the modem connection.
Shut down and restart your computer.
Run Windows modem diagnostics.

To run modem diagnostics:

  1. Close all open programs.

  2. Click Start, then select Settings, then Control Panel. The Control Panel opens.

  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, 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.

Reinstall the device driver. For instructions, see "Reinstalling Windows 98 device drivers."

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 the modem volume down.

    To turn down the modem volume:

    1. Click Start, then select Settings, then Control Panel. The Control Panel opens.

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

    3. Click Properties.

    4. Adjust the Speaker volume control.

You received an "Unable to establish protocols" error message

    You need to reinstall dial-up networking and dial-up networking components.

    To reinstall dial-up networking:

    1. Click Start, then select Settings, then Control Panel. The Control Panel opens.

    2. Double-click Add/Remove Programs, then click the Windows Setup tab.

    3. Double-click Communications.

    4. Click to clear the Dial-Up Networking check box, then click OK twice. The System Settings Change dialog box opens.

    5. Click Yes. The computer restarts.

    6. Click Start, then select Settings, then Control Panel. The Control Panel opens.

    7. Double-click the Add/Remove Programs icon, then click the Windows Setup tab.

    8. Double-click Communications.

    9. Click to select the Dial-Up Networking check box, then click OK twice. The System Settings Change dialog box opens.

    10. Click Yes. The computer restarts. If you are asked to insert your operating system CD, do so.

    To install dial-up networking components:

    1. Click Start, then select Settings, then Control Panel. The Control Panel opens.

    2. Double-click the Network icon.

    3. If TCP/IP is not included in the Network Components list, click Add, then select Protocol, Add, then Microsoft as the manufacturer. Click TCP/IP on the right side of the dialog box, then click OK.

    4. Click Client for Netware Networks, then click Remove.

    5. Click IPX/SPX, then click Remove.

    6. Click NetBeui, then click Remove.

    7. Make sure the Primary Network Logon field is set to Windows Logon.

    8. Click OK twice, then restart the computer.

Mouse

The mouse does not work

Make sure that the mouse cable is plugged in correctly.
Try a mouse you know is working to make sure the mouse port works.
Shut down and restart your computer.
Reinstall the device driver. For instructions, see "Reinstalling Windows 98 device drivers."

The mouse works erratically

Clean the mouse. For instructions, see "Cleaning the mouse."

Power

My system is turned on but nothing is getting power

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 properly. Plug a working device, such as a lamp, into the outlet and turn it on to test the outlet.
Make sure all peripherals are connected securely to the surge protector and properly switched on.

Printer

Printer will not turn on

Make sure the power cable is plugged into an AC power source.

Printer is on but will not print

Check the cable between the printer and the computer. Make sure it is connected to the proper port.
Reinstall the printer driver. Use the manual that came with your printer for instructions on installing the printer driver.
If the printer you want to print to is not the default printer, select it in the printer setup.

To set up a default printer:

  1. Click Start, then select Settings, then Printers.

  2. Right-click on the name of the printer you want to be the default printer.
    A menu opens.

  3. Select Set as Default.

You receive a "Printer queue is full" error message

Wait until files have been printed before sending additional files to the printer. Make sure the printer is not set to work offline.

To make sure the printer is not set to work offline:

  1. Click Start, then select Settings, then Printer.

  2. Double-click the icon for the printer you want to use.

  3. Click Printer and make sure no check mark appears by Use Printer Offline. If it has a check mark, click Use Printer Offline to clear it.

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

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 improperly shut down. Windows automatically runs ScanDisk at startup when it senses that the computer was improperly 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 Shut Down from the Start menu.

Screen

The screen resolution is not correct

Change the screen resolution and color depth. For more information, see "Adjusting the screen settings".

The computer is running but there is no display

Adjust the brightness and contrast controls to the center position.
Reinstall the device driver. For more information, see "Reinstalling Windows 98 device drivers."

The text on the display is dim or difficult to read

Adjust the brightness and contrast controls. For more information, see "Adjusting the screen settings".
Move your computer away from sources of electrical interference, such as televisions, unshielded speakers, microwaves, fluorescent lights, and metal beams or shelves.
Use the monitor degauss feature, which is a setting that you can adjust using the Screen and Sound Controls. For more information on using Screen and Sound Controls, see "Adjusting the screen settings".
Turn off your computer for at least a half hour, then restart it.

Sound

You are not getting sound from the speakers

Make sure the Windows volume control is turned up. For more information about setting the mute control, see "Adjusting the volume."
Make sure that the Mute option is not selected. For more information about setting the mute control, see "Adjusting the volume."