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Troubleshooting
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This chapter provides some solutions to common computer problems. Use the information to troubleshoot and correct typical hardware and software issues.
This chapter also includes the following topics:
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Telephone support
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Automated troubleshooting systems
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Tutoring and training
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If the suggestions in this chapter do not correct the problem, see Getting Help, for more information about how to get help.
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For more information on troubleshooting, double-click the HelpSpot icon on your desktop.
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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 and while the modem cable and the AC power cord are connected.
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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
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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 turned on.
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If a peripheral device, such as the keyboard or mouse does not work, make sure that all connections are secure.
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If you added or removed computer components before the problem started, review the installation procedures you performed and make sure you followed each instruction.
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If an error occurs within a program, consult the printed documentation or the online help for the program.
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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 technical support in diagnosing and fixing the problem.
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If an error occurs in a program, consult the printed documentation or the online help.
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Do not try to troubleshoot your problem if power cords or plugs are damaged, if your computer was dropped, or if the cabinet was damaged. Instead, unplug your computer and contact a qualified computer technician.
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For more information on troubleshooting, double-click the HelpSpot icon on your desktop.
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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.
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This support tool is available from HelpSpot or by clicking Start, then selecting Programs, then Gateway Utilities.
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For more information on using PC Doctor, double-click the HelpSpot icon on your desktop.
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Troubleshooting
CD/DVD drive
The computer does not recognize a disc or 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. Occasionally 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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Make sure the drive is configured correctly by following the instructions in the drive manual.
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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 cable (the drive farthest from the card), make sure that 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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If you have two CD drives, try the other drive.
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Make sure the CD label is facing up, then try again.
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Make sure the speaker cables 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 turned up.
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Make sure mute controls are turned off by double-clicking the speaker icon in the lower right corner of the taskbar and making sure that the Master Out, CD Audio, MIDI, Digital, and Wave mute check boxes are not selected. For more information, see "Adjusting the volume".
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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 discs 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.
Cleaning CD/DVDs
Clean CD/DVDs by wiping from the center to the edge, not around in a circle, using a product, such as a soft cloth, made especially for cleaning CD/DVDs.
Computer
The computer will not start
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Make sure the power cord is connected to an AC power source and the computer is turned on.
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Check the cable connecting the power supply to the system board.
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Check the cable connecting the power switch to the system board.
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The settings in the BIOS Setup utility are not retained
Diskette drive
The diskette drive is not recognized
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Shut down and restart your computer.
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You cannot save a file to diskette or you get the message "disk is full or write-protected"
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Delete unnecessary files on the diskette and try again.
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Try a different diskette. Occasionally 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 using is IBM-compatible.
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The diskette drive LED is lit continuously
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Remove the diskette from the drive. If the light stays 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. For more information, see "Upgrading Your Computer" on page 193.
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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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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:
-
Double-click
the
Recycle Bin
icon.
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Right-click the file you want to restore, then select Restore.
Hard drive
You receive an "Insufficient disk space" error message
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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.
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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.
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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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Try restarting your computer by pressing Ctrl+Alt+Del.
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If your computer has been subjected to static electricity or physical shock, you may need to reinstall the operating system.
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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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The computer does not recognize a SCSI drive
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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 being used by your computer. For more information about SCSI device configurations, see your drive manual.
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The computer does not recognize an IDE drive
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Make sure the IDE connectors are enabled in the BIOS Setup utility. To enter the BIOS Setup utility, restart your computer, then press F1.
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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 properly. Contact your ISP technical support for help.
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Make sure you do not have a problem with your modem. For more information, see Modem.
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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 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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Condition of the telephone lines in your residence
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Condition of the telephone lines and switches at your local telephone company
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Condition 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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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.
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A keyboard character 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. Press each key to loosen a key that might be stuck, then restart the computer.
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Memory
Memory errors were detected during computer start up
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Use third-party diagnostic programs to help determine if a memory module is failing. If the memory module is faulty, replace it. For more information, see "Installing memory" on page 232.
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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 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.
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To check
the dialing properties:
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Click
Start,
then select
Settings,
then
Control Panel.
The Control Panel opens.
-
If you
do not see the
Modems
icon, click
view all control
panel options.
-
Double-click
the
Modems
icon, then click
Dialing Properties.
The Dialing Properties window opens.
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Make sure all settings are correct.
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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 properly.
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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 jack are secure.
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 connection speed lets you connect, contact your telephone company. The telephone line may be too noisy.
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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.
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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 (sending data out your computer) speeds 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.
To access
the gateway.your.way dial-up server:
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Insert
Disc 1
of the
System Restoration Kit
.
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Select
Help.
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Click
Support Web
Site, then follow the on-screen instructions.
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To check your modem connection speed, select the Direct Dial option. After your modem connects, move the mouse cursor over the Dial-Up Networking icon (located next to the clock on your Taskbar), your modem connection speed appears.
Your fax communications program only sends and receives faxes at 14,400 bps even though 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
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Make sure the line connected to the modem is working and plugged into the appropriate jack 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.
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To run
modem diagnostics:
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Close
all open programs.
-
Click
Start,
then select
Settings,
then
Control Panel.
The Control Panel window opens.
-
If you
do not see the
Modems
icon, click
view all control
panel options.
-
Double-click
the
Modems
icon. The Modems Properties dialog box opens.
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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.
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:
-
Click
Start,
then select
Settings,
then
Control Panel.
The Control Panel window opens.
-
If you
do not see the
Modems
icon, click
view all control
panel options.
-
Double-click
the
Modems
icon. The Modems Properties dialog box appears.
-
Select
the modem you want to adjust, then click
Properties.
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Adjust
the
Speaker volume
control.
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Click OK.
You receive an "Unable to establish protocols" error message
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Reinstall dial-up networking and dial-up networking components.
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To reinstall
dial-up networking:
-
Click
Start,
then select
Settings,
then
Control Panel.
The Control Panel window opens.
-
Click/Double-click
Add/Remove Programs,
then click the
Windows Setup
tab.
-
Double-click
Communications.
-
Click
to clear the
Dial-Up Networking
check box, then click
OK
twice. The System Settings Change dialog box opens.
-
Click
Yes.
The computer restarts.
-
Click
Start,
then select
Settings,
then
Control Panel.
The Control Panel window opens.
-
Click/double-click
the
Add/Remove Programs
icon, then click the
Windows Setup
tab.
-
Double-click
Communications.
-
Click
to select the
Dial-Up Networking
check box, then click
OK
twice. The System Settings Change dialog box opens.
-
Click Yes. The computer restarts. If you are asked to insert your operating system CD, do so.
To reinstall
dial-up networking components:
-
Click
Start,
then select
Settings,
then
Control Panel.
The Control Panel window opens.
-
If you
do not see the
Network
icon, click
view all control
panel options.
-
Double-click
the
Network
icon.
-
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.
-
Click
Client for Netware
Networks
(if included), then click
Remove.
-
Click
IPX/SPX
(if included), then click
Remove.
-
Click
NetBeui
(if included), then click
Remove.
-
Make sure
the
Primary Network
Logon
field is set to
Windows Logon.
-
Click OK twice, then restart the computer.
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You may need to obtain additional dial-up networking settings from your ISP.
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Monitor or LCD panel
The screen area 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 port 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 monitor or LCD panel that you know works 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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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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Change the display settings.
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To change
the display settings:
-
Click
Start,
then select
Settings,
then
Control Panel.
The Control Panel window opens.
-
Click/Double-click
the
Display
icon,
then click the
Settings
tab.
-
Change the settings.
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 to make sure the mouse port works.
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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 and turn it on to test the outlet.
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Make sure all devices are connected securely to the surge protector and properly switched on.
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Printer
Printer will not turn on
|
|
Make sure the power cord is plugged into an AC power source.
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Printer is on but will not print
|
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Make sure the printer is online. Most printers have an online/offline button that you may need to press.
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Make sure the cable between the printer and the computer is securely connected to the proper port.
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Check the port 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
up a default printer:
-
Click
Start,
then select
Settings,
then
Printers.
-
Right-click
the name of the printer you want to be the default printer.
-
Select Set as Default.
You receive a "Printer queue is full" error message
|
|
Make sure the printer is not set to work offline.
|
To make
sure the printer is not set to work offline:
-
Click
Start,
then select
Settings,
then
Printer.
-
Double-click
the icon for the printer you want to use.
-
Select Printer. If there is a Use Printer Offline option on the menu, click it to clear the check mark.
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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 more information about 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 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 speakers are turned on.
|
|
|
Make sure the Windows volume control is turned up by clicking the taskbar speaker icon.
|
Telephone support
Before calling Gateway technical support
If you have a technical problem with your computer, follow these recommendations before contacting Gateway technical support:
|
|
Make sure that your computer is connected properly 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.
|
|
|
If you have "how to" questions about using a program, consult:
|
|
Online Help
|
|
|
Printed documentation
|
|
|
The Microsoft Windows documentation
|
|
|
The software publisher's Web site
|
|
|
Consult the troubleshooting section of this chapter.
|
|
|
To avoid bodily injury, do not attempt to troubleshoot your computer problem if:
- Power cords or plugs are damaged
- Liquid has been spilled into your computer
- Your computer was dropped
- The cabinet was damaged
Instead, unplug your computer and contact a qualified computer technician.
|
|
|
Have your client 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.
|
|
|
Verify 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 support
Gateway offers a wide range of customer service, technical support, and information services.
Automated troubleshooting system
Service
description
|
How
to reach
|
|---|
|
Use an automated menu system and your telephone keypad to find answers to common problems.
|
800-846-2118
(US)
877-709-2945
(Canada)
|
Telephone numbers
Resource
|
Service description
|
How to reach
|
|---|
|
Fax on demand support
|
Order a catalog of documents on common problems, then order documents by document numbers. The documents will be faxed to you.
|
800-846-4526
(US)
877-709-2951
(Canada)
|
|
Gateway's fee-based software tutorial service
|
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)
|
|
Gateway Client Care
|
Talk to a Gateway Client Care 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:
Weekdays 6:00 AM- 8:00 PM central time
Weekends 6:00 AM- 5:00 PM central time
|
800-846-2301
(US)
800-846-3609
(Canada and Puerto Rico)
(605) 232-2191 (all other countries)
(800)
846-1778 (TDD)
|
|
America Online
|
Get support for your America Online ISP account
|
800-827-6364
(US)
888-265-4357
(Canada)
|
|
CompuServe
|
Get support for your CompuServe ISP account
|
800-848-8990
(US)
|
|
Sales, accounting, and warranty
|
Get information about available systems, pricing, orders, billing statements, warranty service, or other non-technical issues.
|
800-846-2000
(US)
888-888-2037
(Canada)
|
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:
|
|
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.
|
|
|
The user's guide that shipped with your computer.
|
|
|
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:
|
|
(800) 229-1103 (rate charged per minute; charged to a major credit card.)
|
|
|
(900) 555-4695 (rate charged per minute; charged to your telephone bill.)
|
Training
Resource
|
Service description
|
For more information
|
|---|
|
In-Store Training at Gateway Country stores
|
Our friendly and knowledgeable software trainers can teach you how to use the Internet and the most popular software programs, including Microsoft Word, Excel, and PowerPoint.
|
www.gateway.com/
about/country/ softwaretraining.shtml
|
|
Gateway CD-ROM Learning Libraries
|
A variety of courses and tutorials are available on CD-ROM. Select from several easy-to-use learning libraries.
|
www.gateway.com/
software/training/ learning_library.shtml
|
|
Online Training from Learn@Gateway
|
More than 450 online courses are available from Learn@Gateway. All you have to do is go online and log in. You select the subject matter, and the learning format (self-paced tutorials or virtual classrooms), all from the comfort of your computer.
|
www.learnatgateway.com/
|
|
