 |
Troubleshooting
|
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 information about:
|
Telephone
support |
|
|
Automated
troubleshooting systems |
|
|
Tutoring
and training |
If
the suggestions in this chapter do not correct the problem, see
Getting Help, for more information about how to get help.
Safety
guidelines
While
troubleshooting your computer, follow these safety guidelines:
|
|
Never
remove your computer cover while your computer is turned on and while
the modem cable and the power cord are connected. |
|
|
Do not
attempt to open the monitor. To do so is extremely dangerous. Even
if the power is disconnected, energy stored in the monitor components
can be dangerous. Also, opening the monitor voids the warranty.
|
Troubleshooting
First
steps
|
|
Make
sure the power cable is connected to your computer and an AC outlet
and that the AC outlet is supplying power. |
|
|
If you
use a power strip, make sure it is turned on. |
|
|
If a
peripheral device, 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 you performed and make sure you followed
each instruction. |
|
|
Make
sure that your hard drive is not full. |
|
|
If an
error message appears on the screen, write down the exact message.
The message may help Gateway Technical Support in diagnosing and fixing
the problem. |
|
|
If an
error occurs in a program, consult the printed documentation or the
online help. |
|
|
Do
not try to troubleshoot your problem if power cords or plugs
are damaged, if your computer was dropped, or if the case was
damaged. Instead, unplug your computer and contact a qualified
computer technician.
|
|
|
For
more information about troubleshooting in Windows XP, click
Start
, then click
Help and
Support
.
Type
the keyword
troubleshooting
in the HelpSpot
Search
box, then click the arrow.
|
Software
support tools
|
|
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.
|
This
support tool is available from HelpSpot or by clicking
Start
, then selecting
All Programs
, then
Gateway Utilities
.
Add-in
cards
The
computer does not recognize an add-in card
|
|
Shut
down and restart your computer. |
|
|
Make
sure you have installed required software. For more information, see
the documentation that came with your add-in card. |
CD
or DVD drive
The
computer does not recognize a disc or the CD or DVD drive
|
|
Make
sure the CD or DVD label is facing up, then try again. |
|
|
Try a
different CD or DVD. Occasionally CDs or DVDs are flawed or become
scratched and cannot be read by the CD or DVD drive. |
|
|
Shut
down and restart your computer. |
|
|
Restart
your computer, then enter the BIOS Setup utility by pressing and holding
F1
while the computer restarts. Make sure that the IDE controllers are
enabled. For more information on using the BIOS Setup utility, see
"Using the BIOS Setup utility".
|
|
|
Make
sure the drive is configured correctly by following the instructions
in the drive documentation. |
|
|
Open
your computer and make sure that the cables are connected correctly
to the CD or DVD drive and the system board or controller card IDE
connector. |
|
|
If you
have a SCSI device in your system, check the cable connected to the
SCSI card. If the CD or DVD drive is the last drive on the cable (the
drive farthest from the card), make sure that the CD or DVD drive
is terminated. For more information about SCSI device configurations,
see the drive documentation or download the documentation from the
Gateway Web site. |
Audio
CD does not produce sound
|
|
Make
sure the CD label is facing up, then try again. |
|
|
Make
sure the speaker cables are connected correctly and securely.
|
|
|
If you
have two CD or DVD drives, try the other drive. |
|
|
Shut
down and restart your computer. |
A
DVD movie will not play
|
|
Make
sure the label of the side you want to play is facing up, then try
again. |
|
|
Try a
different DVD. Occasionally DVDs are flawed or become scratched and
cannot be read by the DVD drive. |
|
|
Shut
down and restart your computer. |
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 United States and Canada is 1. The
regional code for Mexico is 2. Your DVD drive regional code must match
the regional code for the disc. 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
CDs and DVDs
Clean
CDs and 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
CDs and DVDs.
Computer
The
computer will not start
|
|
Make
sure the power cord is connected to an AC power source and the computer
is turned on. |
|
|
Open
your computer and make sure that the power supply cable is connected
correctly to the system board. |
|
|
Open
your computer and make sure that the power switch cable is connected
correctly to the system board. |
The
settings in the BIOS Setup utility are not retained
Diskette
drive
The
diskette drive is not recognized
|
|
Shut
down and restart your computer. |
|
|
Open
your computer and make sure that the cables are connected correctly
to the diskette drive and the system board. For more information,
see Upgrading Your Computer.
|
You
cannot save a file to diskette or you get the message "disk is full or
write-protected"
|
|
Make
sure the write-protection tab on the upper-right corner of the diskette
is down (unprotected). |
|
|
Delete
unnecessary files on the diskette and try again. |
|
|
Make
sure the diskette you are using is IBM-compatible. |
|
|
Try a
different diskette. Occasionally diskettes are flawed and cannot be
read by the diskette drive. |
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. The red-striped edge of
the data ribbon cable indicates Pin 1 and corresponds with Pin 1
on the diskette drive (typically on the side farthest from the power
supply connection). If necessary, reverse one end of the cable, so
that the red-striped edge of the data ribbon cable faces Pin 1
on the diskette drive. Make sure the pins are not bent or misaligned.
For more information, see Upgrading
Your Computer. |
File
management
A
file was accidentally deleted
If
the file was deleted at a DOS prompt or if you deleted a file in Windows
while holding down the
SHIFT
key, the file cannot be restored.
 To restore
files that were deleted in Windows:
-
Double-click
the
Recycle Bin
icon.
-
Right-click
the file you want to restore, then select
Restore
.
|
|
For
more information about restoring deleted files in Windows XP,
click
Start
, then click
Help and
Support
.
Type
the keyword
System Restore
in the HelpSpot
Search
box, then click the arrow.
|
Hard
drive
You
receive an "Insufficient disk space" error message
|
|
Empty
the Recycle Bin by right-clicking the
Recycle Bin
icon, then clicking
Empty Recycle
Bin
on the pop-up menu. |
|
|
Save
your files to a diskette or another 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. |
|
|
For
more information about file management in Windows XP, click
Start
, then click
Help and
Support
.
Type
the keyword
files management
in the HelpSpot
Search
box, then click the arrow.
|
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 more information, 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 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 and
hold
F1
while the computer restarts. |
|
|
Open
your computer and make sure that the IDE cable is connected to both
the system board IDE connector and the hard drive connector. For more
information, see Upgrading Your Computer.
|
The
computer does not recognize a SCSI drive
|
|
Open
your computer and reseat the drive controller. Also make sure that
the controller and power cables are connected to the drive. For more
information, see Upgrading Your Computer.
|
|
|
Make
sure the last device on the SCSI cable is correctly terminated. For
more information about SCSI device configurations, see the hard drive
documentation or download the documentation 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
documentation. |
Internet
You
cannot connect to the Internet
|
|
If you
are using a telephone line to access the Internet, 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. |
|
|
Make
sure no one else in the house is using the telephone line.
|
|
|
If you
are using a telephone line to access the Internet and 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 correctly. Contact your ISP technical support for help.
|
|
|
For
more information about troubleshooting Internet connections
in Windows XP, click
Start
, then click
Help and
Support
.
Type
the keyword
troubleshooting connections
in the HelpSpot
Search
box, then click the arrow.
|
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
|
|
Condition
of the telephone lines in your residence |
|
|
Condition
of the telephone 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. |
|
|
Remove
all extension cables and switchboxes |
|
|
Clean
the keyboard by using an aerosol can of air with a narrow, straw-like
extension to remove dust and lint trapped under the keys. |
|
|
Try a
keyboard that you know works to make sure the keyboard port works.
|
A
keyboard character 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. |
Liquid
spilled in the keyboard
|
|
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. If the keyboard does not
work after it dries, you may need to replace it. |
Memory
Memory
errors were detected during computer start up
|
|
Use PC
Doctor or a third-party diagnostic program to help determine if a
memory module is failing. If the memory module is failing, replace
it. For more information, see Installing
memory. |
Modem
(telephone dial-up)
Your
modem does not dial or does not connect
|
|
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. |
|
|
Make
sure that the modem cable is less than 6 feet (1.8 meters)
long. |
|
|
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. |
|
|
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 correctly. |
To check
the dialing properties in Windows XP:
-
Click
Start,
then click
Control Panel.
The
Control Panel
window opens. If you do not see the
Phone and Modem
Options
icon, click
Switch to Classic
View.
-
Click/Double-click
the
Phone and Modem
Options
icon, then click the
Dialing Rules
tab.
-
Click
the location from which you are dialing, then click
Edit.
-
Make sure
all settings are correct.
|
|
For
more information about dialing settings in Windows XP,
click
Start
, then click
Help and
Support
.
Type
the keyword
dialing
in the HelpSpot
Search
box, then click the arrow.
|
To check
the dialing properties in Windows 2000:
-
Click
Start,
Settings,
then click
Control Panel.
The
Control Panel
window opens.
-
Double-click
the
Modems
icon, then click
Dialing Properties.
The
Dialing Properties
dialog box opens.
-
Make sure
all settings are correct.
|
|
Make
sure that you are not using a digital, rollover, or PBX line. These
lines do not work with your 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 correctly. |
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.
|
|
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. |
|
|
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. |
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.
If
your system has a v.90 modem, the speed at which you can upload (send)
data is limited to 33.6K. If your system has a v.92 modem, the speed
at which you can upload data is limited to 48K. Your ISP may not support
48K uploads.
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:
-
Insert
the red
Drivers
CD into the CD or DVD drive.
-
Click
Help,
then click
Support Web
Site.
-
To check
your modem connection speed, click 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
|
|
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. |
|
|
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). |
|
|
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. |
|
|
Shut
down and restart your computer. |
|
|
Run Windows
modem diagnostics. |
To run
modem diagnostics in Windows XP:
-
Close
all open programs.
-
Click
Start,
then click
Control Panel.
The
Control Panel
window opens. If you do not see the
Phone and Modem
Options
icon, click
Switch to Classic
View.
-
Click/Double-click
the
Phone and Modem
Options
icon, then click the
Modems
tab.
-
Click
to select your modem, then click
Properties.
The
Modem Properties
window opens.
-
Click the
Diagnostic
tab, then click
Query Modem
. 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.
|
|
For
more information about modem troubleshooting in Windows XP,
click
Start,
then click
Help and
Support.
Type
the keyword
modem troubleshooting
in the HelpSpot
Search
box, then click the arrow.
|
To run
modem diagnostics in Windows 2000:
-
Close
all open programs.
-
Click
Start,
Settings,
then click
Control Panel.
The
Control Panel
window opens.
-
Double-click
the
Modems
icon. The
Modems Properties
dialog box opens.
-
Click the
Diagnostic
tab, 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 down the
modem volume.
To turn
down the modem volume in Windows XP:
-
Click
Start,
then click
Control Panel.
The
Control Panel
window opens. If you do not see the
Phone and Modem
Options
icon, click
Switch to Classic
View.
-
Click/Double-click
the
Phone and Modem
Options
icon, then click the
Modems
tab.
-
Click
the modem you want to adjust, then click
Properties.
-
Click
the
Modem
tab, then adjust the
Speaker volume
control.
-
Exit the
Phone and Modem Options
dialog box by clicking
OK
twice.
To turn
down the modem volume in Windows 2000:
-
Click
Start,
Settings,
then click
Control Panel.
The
Control Panel
window opens.
-
Double-click
the
Modems
icon. The
Modems Properties
dialog box opens.
-
Click
the modem you want to adjust, then click
Properties.
-
Adjust
the
Speaker volume
control.
-
Click
OK.
Monitor
|
|
If
you have a flat panel display, once you are in Windows, press
the
AUTO/SET
button to automatically optimize your display settings.
|
The
screen resolution is not correct
|
|
For
more information about changing the screen resolution in Windows XP,
click
Start,
then click
Help and
Support.
Type
the keyword
screen resolution
in the HelpSpot
Search
box, then click the arrow.
|
The
computer is running but there is no picture
|
|
Make
sure the monitor is plugged in and turned on. If the monitor is turned
on, the power LED should be lit. |
|
|
Adjust
the brightness and contrast controls to the center position.
|
|
|
Make
sure the monitor cable is connected to the video port on the back
of your computer. |
|
|
Check
the port and cable for bent or damaged pins. |
|
|
Connect
a monitor that you know works to your computer. |
The
color is not uniform
Make
sure the monitor warms up for at least 30 minutes before making
a final judgment about color uniformity.
Make
sure that:
|
|
Non-shielded
speakers are not placed too close to the monitor. |
|
|
The monitor
is not positioned too close to another monitor, electric fan, fluorescent
light, metal shelf, or laser printer. |
|
|
You demagnetize
the screen using the monitor's degauss feature. For more information
on degauss, see your monitor's user documentation. |
Why
is there a horizontal line or wire visible across the monitor screen?
Your
monitor may use a thin
damper
wire, located approximately 1/3 of the way down from the upper screen
edge and 1/3 of the way up from the lower screen edge, to stabilize
the internal aperture grille. These wires are most obvious when the
monitor displays a white background. The aperture grille allows more
light to pass through the screen for brighter colors and greater luminescence.
The damper wire is a critical part of the overall monitor design and
does not negatively affect the monitor's function.
The
flat panel display has pixels that are always dark or too bright
This
condition is normal and inherent in the TFT technology used in active-matrix
LCD screens. Gateway's inspection standards keep these to a minimum.
If you feel these pixels are unacceptably numerous or dense on your
display, contact Gateway Technical Support to identify whether a repair
or replacement is justified based on the number of pixels affected.
The
text on the display is dim or difficult to read
|
|
Adjust
the brightness and contrast controls. |
|
|
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. |
|
|
Move
the monitor away from sources of electrical interference, such as
televisions, unshielded speakers, microwaves, fluorescent lights,
and metal beams or shelves. |
|
|
For
more information about changing the display settings in Windows XP,
click
Start,
then click
Help and
Support.
Type
the keyword
display settings
in the HelpSpot
Search
box, then click the arrow.
|
Mouse
The
mouse does not work
|
|
Clean
the mouse by wiping the bottom with a clean, damp cloth. Make sure
the optical sensor is clean and free or debris. |
|
|
Make
sure that the mouse cable is plugged in correctly. |
|
|
Shut
down and restart your computer. |
|
|
Remove
all extension cables and switchboxes |
|
|
Try a
mouse you know is working to make sure the mouse port works.
|
Power
My
system is turned on but nothing is getting power
|
|
If your
computer is plugged into a surge protector, make sure the surge protector
is securely connected to an electrical outlet, switched on, and working
correctly. |
|
|
Make
sure all devices are connected securely to the surge protector and
correctly switched on. |
|
|
Make
sure the electrical outlet is working by plugging a working device,
such as a lamp, into the outlet, then turning it on to test the outlet.
|
Printer
Printer
will not turn on
|
|
Make
sure the power cord is plugged into an AC power source. |
Printer
is on but will not print
|
|
Make
sure the printer is online. Many printers have an online/offline button
that you may need to press. |
|
|
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:
-
In Windows XP,
click
Start,
then click
Control Panel.
The
Control Panel
window opens. If you do not see the
Printers and Faxes
icon, click
Switch to Classic
View, then click/double-click the
Printers and Faxes
icon. The
Printers and Faxes
window opens.
In Windows 2000,
click
Start,
Settings,
then click
Printers.
The
Printers
window opens.
-
Right-click
the name of the printer you want to be the default printer, then click
Set as Default
Printer.
|
|
Make
sure the cable between the printer and the computer is securely connected
to the correct port. |
|
|
Check
the port and cable for bent or broken pins. |
|
|
Reinstall
the printer driver. Use the documentation that came with your printer
for instructions on installing the printer driver. |
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:
-
In Windows XP,
click
Start,
then click
Control Panel.
The
Control Panel
window opens. If you do not see the
Printers and Faxes
icon, click
Switch to Classic
View, then click/double-click the
Printers and Faxes
icon. The
Printers and Faxes
window opens.
In Windows 2000,
click
Start,
Settings,
then click
Printers.
The
Printers
window opens.
-
Double-click
the icon for the printer you want to use.
-
Click
Printer.
If there is a
Use Printer Offline
option on the menu, click it to clear the check mark.
Click
Printer.
If there is a
Connect
option on the menu, click it to connect to the printer.
|
|
For
more information about printer troubleshooting in Windows XP,
click
Start,
then click
Help and
Support.
Type
the keyword
printer troubleshooting
in the HelpSpot
Search
box, then click the arrow.
|
|
|
Wait
until files have been printed before sending additional files to the
printer. |
|
|
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. Many printers have
an online/offline button that you need to press after adding paper.
|
Sound
You
are not getting sound from the speakers
|
|
Make
sure the speakers are turned on. |
|
|
If you
are using external speakers, use the speaker setup poster to check
your speaker connections. |
|
|
For
more information about troubleshooting sound issues in Windows XP,
click
Start,
then click
Help and
Support.
Type
the keyword
sound troubleshooter
in the HelpSpot
Search
box, then click the arrow.
|
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 correctly to a grounded AC outlet
that is supplying power. If you use a power strip, make sure that
it is switched on. |
|
|
If a
peripheral device, such as a keyboard or mouse does not appear to
work, make sure that all cables are plugged in securely. |
|
|
If you
have recently installed hardware or software, make sure that you have
installed it following the instructions provided with it. If you did
not purchase the hardware or software from Gateway, refer to the manufacturer's
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
case was damaged
Instead,
unplug your computer and contact a qualified computer technician.
|
|
|
Have
your client ID, serial number (located on the back of the computer
case), 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. |
|
|
Make
sure that the computer is nearby at the time of your call. The technician
may have you follow appropriate troubleshooting steps. |
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
Technical Support
|
Talk
to a Gateway Technical Support 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 a.m. - 8:00 p.m. Central Time
Weekends
6:00 a.m. - 5:00 p.m. 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 documentation that came with your hardware or software.
In many cases, additional product information and online documents
for Gateway-supplied hardware can be found in our Web site's Documentation
Library. |
|
|
This
user's documentation. |
|
|
The software
publisher's Web site. |
|
|
The hardware
manufacturer's Web site. |
|
|
For
more how-to information about Windows XP, click
Start,
then click
Help and
Support.
Type
the keyword
practice
in the HelpSpot
Search
box, then click the arrow.
|
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/country
|
|
Gateway
Learning Libraries
|
A
variety of courses and tutorials are available on CD. Select
from several easy-to-use learning libraries.
|
www.gateway.com/training
|
|
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/
|
|
