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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 a program, consult the documentation supplied with the program.
This chapter gives possible solutions to common problems. If the suggestions in this chapter do not fix your problem, see "Getting Help" on page 179.
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 or LCD panel. To do so is extremely dangerous. Even if the power is disconnected, energy stored in the monitor or LCD panel components can be dangerous. Also, opening the monitor or LCD panel voids the 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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If a peripheral, such as the keyboard, mouse, or printer does not work, make sure that all connections are secure.
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If an error message appears on the screen, write down the entire message. You may need this information when you contact 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 a program, consult the online Help and printed documentation.
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CD/DVD drive
The computer does not recognize the CD/DVD drive
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Make sure the CD/DVD label is facing up, then try again.
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Try a different CD. On rare occassions some CDs are flawed and cannot be read by the CD/DVD drive.
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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.
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Consult the drive manual for instructions on how to configure the drive.
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Open your computer and make sure that the cables are connected correctly to the CD/DVD drive and 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 about SCSI device configurations, see the drive manual or download the manual from the Gateway Web site.
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Audio CD does not produce sound
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Make sure the CD label is facing up, 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. For more information about setting the mute control, see To adjust the volume settings:.
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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 up, then try again.
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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 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 does not play, the DVDs regional code and your regional code may not match.
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 bottom (recorded 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.
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. For more information about battery replacement, see Replacing the system battery.
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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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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 files on the diskette and try again.
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Try a different diskette. On rare occassion some diskettes are flawed and cannot be read by the diskette drive.
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Make sure the write-protection tab on the upper-right corner of the diskette is down (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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Open your computer and make sure that the cables are connected correctly to the diskette drive and the controller. Make sure the pins are not bent or misaligned. See "Upgrading your computer" on page 105 for instructions for opening your computer.
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Expansion cards
The computer does not recognize an expansion card
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Shut down and restart your computer.
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Reseat the card according to the instructions below.
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Make sure that the jumpers are configured correctly.
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See the card documentation for more information about configuring
jumpers.
To reseat an expansion card:
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Turn off the computer, and disconnect the power cord and cables.
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Open your computer case using the instructions in Upgrading your computer. Make sure that you follow the static electricity precautions Preventing static electricity.
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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.
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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 cause electrostatic damage to 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.
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Secure the bracket to the case with the screws removed earlier.
Secure the card to the expansion slot on the case with the screw you
removed earlier.
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. For more information about SCSI device configurations, see the hard drive manual or download the manual from the Gateway Web site.
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Change the drive's SCSI address to one that is not currently being used by your computer. For more information about SCSI device configurations, 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 documentation for instructions on how to configure the drive.
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Hard Drive cannot be accessed
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Empty the Recycle Bin.
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Your hard drive may have 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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Make sure the phone line has a dial tone.
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Check the phone line for noise (scratchy sounds or bad connection). 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 173 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 programs open on your computer
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Keyboard
The keyboard does not work
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Make sure the keyboard cable is plugged in correctly.
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If you spilled liquid in the keyboard, turn off the computer. Drain the keyboard by turning it upside down and let it dry before turning the computer back on.
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Try a keyboard that you know works.
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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, 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 119 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 working 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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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.
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Shut down and restart your computer.
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Monitor or LCD panel
The screen resolution is not correct
The computer is running but there is no display
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Make sure the monitor or LCD panel 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 or LCD panel 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 or LCD panel 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.
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Check the connector and cable for bent or damaged pins.
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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 the monitor 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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The displayed characters are garbled
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Click
Start
, then select
Settings
, then
Control Panel
.
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Double-click the
Display
icon
,
then click the
Settings
tab
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Check the settings. The correct display type should be selected, along with the correct screen area (resolution). For more information, see your monitor and video card manuals or download the manuals from the Gateway Web site.
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If the characters are still garbled, check the cable and connectors for bent pins or broken wires.
Mouse
The 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.
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Shut down and restart your computer.
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The mouse works erratically
Power
My system is turned on but nothing is getting power
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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 properly. Plug a working device, such as a lamp, into the outlet. Turn it on to test the outlet.
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Make sure all components are connected securely 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.
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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 the computer. Make sure it is connected to the proper port.
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Check the connector and cable for bent or broken pins.
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If the printer you want to print to is not the default printer, make sure you have selected it using the printer setup.
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Reinstall the printer driver. Use the instructions that came with your printer for instructions on installing the printer driver.
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To set up a default printer:
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Click
Start
, then select
Settings
, then
Printers
.
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Right-click on the name of the printer you want to be the default printer.
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Select
Set as Default
.
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