Troubleshooting

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

    If the suggestions in this chapter do not help you correct the problem, see "Getting Help" for information about getting additional help.

Safety guidelines

    Follow these safety guidelines while troubleshooting:

Never remove your computer cover while your computer is turned on.
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.
Make sure you are properly grounded before opening your computer case. For more information about preventing damage from static electricity, see "Preventing electrostatic discharge"

First steps

    Try these things first before going to the following sections:

Make sure that the power cable is connected to your computer and that 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 components before the problem started, review the installation procedures to make sure everything was installed correctly.

CD/DVD drive

The computer does not recognize the CD/DVD drive

Make sure the CD/DVD label is facing up, then try again.
Try a different CD. Occasionally CDs are flawed and cannot be read by the CD/DVD drive.
Shut down and restart your computer.
Clean the disc. For instructions, see "Computer".
Restart your computer, then enter the BIOS Setup utility by pressing F1. Make sure that the IDE controllers are enabled.
Consult the drive manual for instructions about how to configure the drive.
Open your computer and make sure that the cables are connected correctly to the CD/DVD drive and the system board IDE connector.
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.
Reinstall the device driver. For instructions, see "Reinstalling Device Drivers."

Audio CD does not produce sound

Make sure the CD label is facing up, then try again.
Check the speaker cables. Make sure they are connected properly and securely.
Click the speaker icon in the lower right corner of the taskbar and make sure the volume controls are turned up.
Make sure mute controls are turned off. 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 "Adjusting the volume".
Shut down and restart your computer.
Clean the CD. For information, see "Computer."
Reinstall the audio device driver. For instructions, see "Reinstalling Device Drivers."

A DVD movie will not play

Make sure the label is facing up, then try again.
Shut down and restart your computer.
Clean the DVD. For information, see "Computer."
Reinstall the device driver. For instructions, see "Reinstalling Device Drivers."

    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, 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 disc's regional code and your regional code may not match.

Computer

The computer will not start

Make sure the power cable is connected to an AC power source.
Check the cable connecting the power supply to the system board.

The settings in the BIOS Setup utility are not retained

Replace the system battery. Make sure the battery is installed with the positive (+) side up. For more information, see "Replacing the system battery".

Diskette drive

The diskette drive is not recognized

Shut down and restart your computer.
Reinstall the device driver. For instructions, see "Reinstalling Device Drivers."
Open your computer and make sure that the cables are connected correctly to the diskette drive and the system board. For instructions on opening your computer, see "Upgrading 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.
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. For instructions for opening your computer, see "Upgrading your computer."

Expansion cards

The computer does not recognize an expansion card

Shut down and restart your computer.
Reseat the card.

File management

A file was accidentally deleted

    If the file was deleted at a DOS prompt, it cannot be restored.

    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.

The hard drive cannot be accessed 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.
Open your computer and make sure that the cables are connected correctly to the hard drive and the system board. For instructions on opening your computer, see "Upgrading your computer."
If your computer has been subjected to static electricity or physical shock, you may need to reinstall the operating system.

You receive a "Non-system disk" or "disk error" error message

Eject the diskette from the diskette drive, then press Enter.

The computer does not recognize a SCSI drive

Reinstall the device driver. For instructions, see "Reinstalling Device Drivers."
Open your computer and reseat the drive controller. Also make sure that the controller and power cables are connected to the drive. For instructions on opening your computer, see "Upgrading your computer." For instructions on reseating a card, see "To replace an expansion card" on  page .
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.
Change the drive's SCSI address to one that is not being used by your computer. For more information about SCSI device configurations, see your drive manual.

The computer does not recognize an IDE drive

Make sure the IDE connectors are enabled in the BIOS Setup utility. To enter the BIOS Setup utility, restart your computer, then press F1.
Reinstall the device driver. For instructions, see "Reinstalling Device Drivers."
Open your computer and make sure that the IDE cable is connected to the system board IDE connector. For instructions on opening your computer, see "Upgrading your computer."

Internet

You cannot connect to the Internet

Make sure your computer is connected to 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.
Reinstall the keyboard device driver. For instructions, see "Reinstalling Device Drivers."
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.

Memory

Memory errors were detected during computer start up

Check the memory module for proper seating and orientation. For instructions on opening your computer, see "Upgrading your computer." For instructions on removing and reinstalling a memory module, see "Upgrading memory."
Use third-party diagnostic programs to help determine if a memory module is failing. If the memory module is faulty, replace it. For instructions on removing and reinstalling a memory module, see "Upgrading memory."

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 the connections have been made 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 have too much line noise.
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 am to 12:00 pm 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 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 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 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 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 modem is not recognized by the computer

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.
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 Device Drivers."
Open your computer and reseat the modem. For instructions on opening your computer, see "Upgrading your computer." For instructions on reseating a card, see "To replace an expansion card" on  page .

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

Monitor or LCD panel

The screen resolution is not correct

Change the screen resolution and color depth from the Display Properties dialog box. For instructions to change the color depth and screen resolution, see "To change the color depth and screen area resolution" on  page .

The computer is running but there is no display

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.
Make sure the monitor or LCD panel cable is connected to the video port on the back of your computer.
Check the connector and cable for bent or damaged pins.
Adjust the brightness and contrast controls to the center position.
Reinstall the device driver. For instructions, see "Reinstalling Device Drivers."
Connect a working monitor or LCD panel to your computer.
Open your computer and reseat the video card. For instructions on opening your computer, see "Upgrading your computer." Also, for instructions on reseating a card, see "To replace an expansion card" on  page .

The text on the display is dim or difficult to read

Adjust the brightness and contrast controls.
Check the connector and cable for bent or damaged pins.
Move the monitor away from sources of electrical interference, such as televisions, unshielded speakers, microwaves, fluorescent lights, and metal beams or shelves.
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.

The displayed characters are illegible

To change the display settings:
  1. Click Start, then select Settings, then Control Panel. The Control Panel opens.
  2. Double-click the Display icon, then click the Settings tab.
  3. 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.
  4. If the characters are still illegible, check the cable and connectors for bent pins or broken wires.

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 Device Drivers."

The mouse works erratically

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

Power

My system is on but it doesn't seem to be 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 components 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.
Check the connector and cable for bent or broken pins.
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, make sure you have selected 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.
  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 if 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.

Sound

You are not getting sound from the speakers

If you are using external speakers, check your speaker connections.
Make sure the Windows volume control is turned up by clicking the taskbar speaker icon.
Make sure that the Mute option is not selected. For more information about setting the mute control, see "Adjusting the volume".