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Troubleshooting
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If your system does not operate correctly, re-read the instructions for the procedure(s) you have performed. If an error occurs while using an application, consult the documentation supplied with the software.
This chapter gives possible solutions to common problems. If the suggestions in this chapter do not fix your problem, see "Getting Technical Assistance" on page 145.
Safety guidelines
While troubleshooting your computer, follow these safety guidelines:
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Never remove your computer cover while your computer is turned on.
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Do not attempt to open the monitor. To do so is extremely dangerous. Even if the monitor's power is disconnected, energy stored in the monitor's components can be dangerous. Also, opening the monitor voids its warranty.
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First steps
If you have problems with your computer, try these things first:
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Make sure the power cable 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, make sure it is switched on.
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Make sure the voltage selection switch on the back of your computer is set to the proper voltage.
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If a peripheral, such as the keyboard, mouse, hard drive, or printer does not work, ensure that all connections are secure.
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If an error message appears on the screen, write it down word for word. You may be asked about it when contacting technical support.
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If you added or removed computer components, review the procedures you performed to see if you made a mistake.
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If an error occurs in an application, consult the application's online Help and printed documentation (if available).
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CD/DVD drive
The computer does not recognize the CD/DVD drive
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Make sure the CD label is facing upward, then try again.
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Shut down and restart your computer.
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Restart your computer, then enter the BIOS Setup utility by pressing F1
. Make sure that the IDE controllers are enabled in the program.
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Consult the drive documentation for instructions on how to configure the drive.
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Open your computer and check that the cables are connected correctly to the CD/DVD drive.
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Open your computer and check that the IDE cable is connected to the system board IDE connector.
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If you have a SCSI device in your system, check the cable connected to the SCSI card. If the CD/DVD drive is the last drive on the SCSI cable (the drive farthest from the card), make sure the CD/DVD drive is terminated. For more information, see your drive documentation.
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Audio CD does not produce sound
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Make sure the CD label is facing upward, then try again.
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Check the speaker cables. Make sure they are connected properly and securely.
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Click the speaker icon in the lower right corner of the taskbar and make sure the volume controls are set to maximum.
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Make sure a mute control is not turned on. Double-click the speaker icon in the lower right corner of the taskbar, then make sure the Volume Control and CD Mute check boxes are not selected.
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Shut down and restart your computer.
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A DVD movie will not play
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Make sure the label is facing upward, then try again.
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Check the DVD for scratches.
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Shut down and restart your computer.
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Shut down and restart your computer.
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DVD disks and drives contain regional codes that help control DVD title exports and help reduce illegal disc distribution. To be able to play a DVD disc, the disc's regional code and your DVD drive's regional code must match.
The regional code on your system's DVD drive is determined by your computer's delivery address. The regional code for the disc is on the disc, disc documentation, or packaging.
If the DVD movie still will not play, the DVDs regional code and your regional code may not match.
Computer
The computer will not start
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Make sure the power cable is connected to an AC power source.
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Check the cable connecting the power supply to the system board.
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The settings in the BIOS Setup utility are not retained
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Replace the system battery.
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Make sure the battery is installed with the positive (+) side up.
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Diskette drive
The diskette drive is not recognized
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Shut down and restart your computer.
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Restart your computer, then enter the BIOS Setup utility by pressing F1
. Make sure that the diskette drive settings are correct in the BIOS Setup utility.
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Cannot save file to diskette. Get message "disk is full or write-protected"
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Make sure the diskette is not full. Delete any files on the diskette and try again.
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Make sure the write-protection tab on the upper-right corner of the diskette is closed (unprotected).
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Make sure the diskette you are trying to use is IBM compatible. If it is, try reformatting it. If the diskette is not IBM-compatible, use a different diskette.
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The diskette drive LED is lit continuously
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Remove the diskette from the drive. If the light remains on, try restarting your computer.
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Shut down and restart your computer.
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Open your computer and check the cable between the diskette drive and its controller. Make sure the pins are not bent or misaligned. See "Upgrading your computer" on page 89 for instructions on opening your computer.
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Expansion cards
An expansion card is not recognized by the computer
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Shut down and restart your computer.
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Reseat the card and, if applicable, make sure that its jumpers are configured appropriately.
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See the card documentation for more information about configuring
jumpers.
Hard drive
A SCSI drive is not recognized by the computer
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Make sure the last device on the SCSI cable is properly terminated.
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Change the drive's SCSI address to one that is not currently being used by your computer. For more information, see your drive documentation.
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An IDE drive is not recognized by the computer
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Restart your computer, then press F1
to enter the BIOS Setup utility. Make sure the IDE connectors are enabled in the BIOS Setup utility.
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Consult the hard drive's documentation for instructions on how to configure the drive.
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Hard Drive cannot be accessed
Cannot save file. Get "disk is full message"
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Empty the Recycle Bin.
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Check to see if your hard drive has more than one logical drive. Usually the second drive is labeled D:. If you have a drive D:, save the file on that drive.
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Internet
Cannot connect to the Internet
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Make sure your computer is connected to phone line.
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Make sure your account with your Internet Service Provider (ISP) is set up properly.
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If you have the Call Waiting feature on your telephone line, make sure it is disabled.
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Test your phone line for dial tone and noise. If you think you may have noise on your phone line, contact your telephone company and have the line checked.
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Make sure you do not have a problem with your modem. See "Modem" on page 137 for information about solving modem problems.
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Connecting to a Web site takes too long
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Conditions of the phone lines in your residence
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Conditions of the phone lines and switches at your local telephone company
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Conditions of the Internet computers to which you connect and the number of users accessing those computers
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Complexity of graphics and multimedia on Web pages
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Having multiple Web browsers open, performing multiple downloads, and having multiple applications open on your computer
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Keyboard
The keyboard does not work
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Check the keyboard cable. Make sure it is plugged in correctly.
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If you spilled liquid in the keyboard, turn off your computer. Drain the keyboard by turning it upside down and letting it dry before turning your computer back on.
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Try a keyboard you know is working.
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A key keeps repeating
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Make sure nothing is resting on the keyboard.
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Make sure a key is not stuck. If a key is stuck, clear it, then turn your computer off, wait for a few seconds, then turn your computer back on.
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The keyboard is not responding
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Make sure the keyboard is properly connected to the back of your computer.
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Memory
Memory errors were detected during computer start up
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Replace the module on which the faulty chip resides. Third-party diagnostic programs can help determine which chip or memory segment is failing. See "Upgrading memory" on page 102 for instructions on removing and reinstalling a memory module.
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Modem
The modem is not recognized by the computer
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Make sure the line connected to the modem is live and plugged into the appropriate port on the modem (line port).
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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 phone, or another modem is in use).
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Shut down and restart your computer.
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Open your computer and reseat the modem.
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Monitor
The screen resolution is not correct
The computer is running but there is no display
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Make sure the monitor is plugged in and turned on. If the monitor is turned on, the power LED should be lit.
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Make sure the monitor cable is connected to the video port on the back of your computer.
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Check the connector and cable for bent or damaged pins.
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Adjust the brightness and contrast controls to the center position.
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Connect a working monitor to your computer.
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The text on the display is dim or difficult to read
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Adjust the brightness and contrast controls until the text becomes clear.
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The color monitor displays everything in black and white
- Make sure the monitor is turned on, then restart your computer.
- Click Start, then select Settings, then Control Panel.
The Control Pane window opens.
- Double-click the Display icon, then click the Settings tab.
- Click Display Type, then select the appropriate monitor type.
- Restart your computer.
The displayed characters are garbled
- Click Start, then select Settings, then Control Panel.
The Control Panel window opens.
- Double-click the Display icon, click the Settings tab
- Check the settings. The correct display type should be selected, along with a supported resolution. Check your monitor and video card documentation for details.
- If the characters are still garbled, check the cable and connectors for bent pins or broken wires.
The video is distorted
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Adjust the monitor controls until the text becomes clear. (See your monitor documentation for more information.)
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Check the connector and cable for bent or damaged pins.
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Disconnect the monitor power cable and connect it directly to the power source.
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Move the monitor away from sources of electrical interference, such as televisions, unshielded speakers, microwaves, fluorescent lights, and metal beams or shelves.
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Use your monitor's degauss feature (see your monitor documentation) or turn off your computer and monitor, leave them off for at least a half hour, then restart your computer.
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Mouse
The mouse does not work
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Make sure that the mouse cable is plugged in correctly.
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Shut down and restart your computer.
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Try a mouse you know is working.
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The mouse works erratically
Power
My system is turned on but nothing is getting power
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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.
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Make sure all components are securely connected to the surge protector and properly switched on.
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Printer
Printer will not turn on
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Make sure the power cable is plugged into an AC power source.
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Make sure the printer is turned on. If the printer has power, the power LED should be on.
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Try another printer, if one is available.
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Printer is on but will not print
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Check the cable between the printer and your computer. Make sure it is connected to the proper port. Check the connector and cable for bent or broken pins.
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If the printer to which you are trying to print is not the default printer, make sure you have selected it using the application's printer setup function.
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The printer prints garbled text
- Click Start, then select Settings, then Printers. The Printers windows opens.
- Select File, then Properties.
- Reinstall the device driver. See "Reinstalling Device Drivers" on page 105 for instructions on installing device drivers.
Handling and cleaning CDs
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Do not expose CDs to sun or other strong light for long periods. Also, avoid high heat or humidity.
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Handle CDs carefully to avoid scratching them, especially on the top (label) side, which only has a thin layer of lacquer protecting the surface.
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Do not use alcohol-based pens to write on CDs. The ink may eventually eat through the top lacquer surface and damage your data.
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Use felt tip pens, not ballpoint pens or pencils, to write on CDs. You may scratch through the lacquer and damage your data.
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When using recordable CDs, only use labels designed expressly for that purpose.
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Store and ship CDs in their jewel cases or other protective containers.
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Do not stack CDs together. They may stick to each other, causing the reflective surface to peel off.
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Avoid fingerprints on the recording side of the CD.
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Clean CDs by wiping from the center to the edge, not around in a circle, using a product made especially for the purpose.
Reseating a Card
To reseat an expansion card:
- Open your computer case. Make sure that you follow all safety and static electricity guidelines.
- Find your expansion card in the ISA, PCI, or AGP expansion card slot.If a bracket covers the expansion card, remove the screws that secure the bracket to the case.
If a screw secures the expansion card to the slot opening on the back of
the case, remove the screw.
- Holding the card by its corners, carefully remove the expansion card by pulling it straight out of its slot.
You may slightly seesaw the card end-to-end to loosen the card, but do
not bend the card sideways.
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Do not touch the contacts bottom part of the card that are inserted in the connector on the board because you may damage the card.
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- Holding the card by the corners, push the expansion card straight into the slot.
You may slightly seesaw the card end-to-end to install the card, but do
not bend the card sideways.
- Secure the bracket to the case with the screws removed earlier.
Secure the card to the expansion slot on the case with the screw removed
earlier.
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