Troubleshooting

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

    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 the memory bay cover or Mini PCI cover (Mini PCI cover not available on all models) while your computer is turned on.
Make sure you are properly grounded before accessing internal components. For more information about preventing damage from static electricity, see "Preventing static electricity" below.

Preventing static electricity

    The components inside your computer are extremely sensitive to static electricity, also known as electrostatic discharge (ESD).

Caution

ESD can permanently damage electrostatic discharge sensitive components in the computer. Prevent ESD damage by following ESD guidelines every time you open the computer case.

    Before opening the computer case, follow these guidelines:

Turn off the computer power.
Wear a grounding wrist strap (available at most electronics stores) and attach it to a bare metal part of the computer.

Warning

To prevent risk of electric shock, do not insert any object into the vent holes.

Touch a bare metal surface on the back of the computer.
Unplug the power and modem cables.
Remove the battery pack.

    Before working with computer components, follow these guidelines:

Avoid static-causing surfaces such as carpeted floors, plastic, and packing foam.
Remove components from their antistatic bags only when you are ready to use them. Do not lay components on the outside of antistatic bags because only the inside of the bags provide electrostatic protection.
Always hold memory modules and expansion cards by their edges. Avoid touching the edge connectors and components on the cards. Never slide expansion cards or memory modules over any surface.

Warning

To avoid exposure to dangerous electrical voltages and moving parts, turn off your computer and unplug the power cord before opening the case.

First steps

    If you have problems with your computer, try these things first:

Make sure the power adapter is connected to your computer and an AC outlet and that the AC outlet is supplying power.
If you use a power strip or surge protector, make sure it is turned on.
If a peripheral device does not work, make sure that all connections are secure.
Make sure that your hard drive is not too full.
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.
If you added or removed modules or peripheral devices, review the installation procedures you performed and make sure you followed each instruction.
If an error occurs in a program, consult the printed documentation or the online Help for the program.
On the Windows desktop, double-click the QuickAnswers or HelpSpot icon for additional troubleshooting information.

Important

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.

CD/DVD drive

The computer does not recognize a disc or the CD/DVD drive

The disc may not be properly seated in the tray. When you place a disc on the tray, make sure that you press the disc firmly onto the spindle so that the retaining clips hold the disc in place.
The CD/DVD drive may not be completely inserted into the drive bay. Press the drive into the bay, then try to access the disc again.
Make sure the disc label is facing up.
Try a different disc. Occasionally discs are flawed and cannot be read by the drive.
Clean the disc. For instructions, see "To clean a CD or DVD:".
Your computer may be experiencing some temporary memory problems. Shut down and restart your computer.

An audio CD does not produce sound

Make sure the CD label is facing up.
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 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 about setting the mute control, see your user's manual.
Clean the CD. For instructions, see To clean a CD or DVD:.
Your computer may be experiencing some temporary memory problems. Shut down and restart your computer.
Reinstall the audio device drivers. For instructions, see "Reinstalling Device Drivers".

A DVD movie will not play

Make sure the label is facing up.
Shut down and restart your computer.
The DVD's regional code and your computer's regional code may not match. Regional codes help control DVD title exports and help reduce illegal disc distribution. To be able to play a DVD, the regional code on the disc and the regional code for the DVD drive must match.
      The regional code on your DVD drive is determined by delivery address for your computer. The regional code for the disc is on the disc, disc documentation, or packaging.

To clean a CD or DVD:

Wipe from the center to the edge, not around in a circle, using a product made especially for the purpose.

Device installation

You have computer problems after adding a new device

    Sometimes when you add a new device, such as a PC Card, the device can cause a system resource (IRQ) conflict. Check your computer IRQ usage in the Device Manager, and use this information to help determine if there is an IRQ conflict and how to free up resources for a new device.

To check IRQ usage:

    1. Click Start, then select Settings, then Control Panel. The Control Panel window opens.

    2. If you do not see the System icon, click view all control panel options.

    3. Double-click the System icon, then click the Device Manager tab. The Device Manager opens.

    4. Click Computer, then click Properties. The Computer Properties dialog box opens and displays the IRQs and their hardware assignments.

To free IRQ resources:

    1. Click Start, then select Settings, then Control Panel.

    2. If you do not see the System icon, click view all control panel options.

    3. Double-click the System icon, then click the Device Manager tab. The Device Manager opens.

    4. Check the device properties for a resource conflict. A resource conflict appears as a black exclamation point in a yellow circle.

    5. Remove the device you are trying to install.

    6. Determine which one of your ports you can temporarily disable. For example, you could disable the IR or serial port.

    7. In the Device Manager, double-click Ports, click the port you want to disable, then click Properties.

    8. In the Device usage area, click to select the Disabled in this hardware profile check box, then click OK.

    9. When you are finished using the device, return to the Device Manager and enable the port by clicking to clear the Disabled in this hardware profile check box.

Diskette drive

The diskette drive is not recognized

Shut down and restart your computer.

You receive a "Access Denied" or "Write protect" error message

Move the write-protection tab in the upper-right corner of the diskette down (unprotected).
The diskette may be full. Delete unnecessary files on the diskette and try again.
Not all diskettes are IBM-compatible. 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.

You receive a "Disk is full" error message

Delete unnecessary files on the diskette.
Try a different diskette. Occasionally diskettes are flawed and cannot be read by the diskette drive.
Run ScanDisk on the diskette. For instructions, see Scanning the hard drive for errors. If errors are detected and corrected, try using the diskette again.

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

Eject the diskette from the diskette drive, then press Enter .
Make sure the diskette you are using is IBM-compatible.

The light on the diskette drive is lit continuously

Remove the diskette from the drive. If the light stays on, try restarting your computer.

File management

A file was accidentally deleted

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. The file is restored.

    3. If the Recycle Bin was emptied before you decided that you want to restore a file, use Gateway GoBack (available on selected systems). For instructions, see your user's manual.

Hard drive

You receive an "Insufficient disk space" error message

Delete unnecessary files from the hard drive using Disk Cleanup. For more information, see Using Disk Cleanup.
Empty the Recycle Bin by right-clicking the Recycle Bin icon and selecting Empty Recycle Bin from the pop-up menu.
If possible, 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.

You receive a "Data error" message

This may be the result of a defective area on the hard drive. To fix hard drive problems, run the ScanDisk program. For more information about using ScanDisk, see Scanning the hard drive for errors.

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.
Make sure that the hard drive is correctly installed (may not be applicable for your computer model). Remove it and then firmly reinsert it, then restart your computer. For more information on installing a hard drive, see your user's manual.
If your computer has been subjected to static electricity or physical shock, you may need to reinstall the operating system.

Internet

You cannot connect to 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.
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, you have 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, 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:

The condition of the telephone lines in your residence
The condition of the telephone lines and switches at your local telephone company
The condition of the Internet computers to which you connect and the number of users accessing those computers
The complexity of graphics and multimedia on Web pages
Having multiple Web browsers open, performing multiple downloads, and having multiple programs open on your computer

People are sending you e-mail messages, but you haven't received any mail

Click the receive button in your e-mail program.
Make sure your account with your Internet Service Provider (ISP) is set up properly. Contact your ISP technical support for help.

Keyboard

The external 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.
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 keyboard character keeps repeating or you receive a "Keyboard stuck" or "Key failure" error message

Make sure that 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.

LCD panel

The screen area is not correct

Change the screen area and color depth from the Display Properties dialog box. For instructions to change the color depth and screen area, see your user's manual.

The text on the display is dim or difficult to read

Adjust the brightness or contrast controls.
Move the computer away from sources of electrical interference such as televisions, unshielded speakers, microwaves, fluorescent lights, and metal beams or shelves.
Change the display settings. For information on how to change the display settings, see your user's manual.

Memory

You receive a "Memory error" message

Make sure the memory modules are inserted correctly and securely in the memory bay slot. For instructions on inserting memory modules, see your user's manual.
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 your user's manual.

You receive a "Not enough memory" error message

Close all programs, then restart the computer.

Modem

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 wall 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 appropriately.

To check the dialing properties:

      1. Click Start, then select Settings, then Control Panel. The Control Panel window opens.

      2. If you do not see the Modems icon, click view all control panel options.

      3. Double-click the Modems icon, then click Dialing Properties. The Dialing Properties window opens.

      4. Make sure all settings are correct.
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.
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 properly.
      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 wall 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 connect 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.

    Upload (sending data out from your computer) speeds are limited to 33.6K.

Check your modem connection speed 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, 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 Control Panel, then click/double-click the Dial-Up Networking icon.

      2. If the Welcome to Dial-Up Networking wizard opens, click Cancel.

      3. Double-click the Make New Connection icon, then type gateway.your.way in the Type a name for the computer you are dialing text box.

      4. Click Configure.

      5. Click the Options tab, click to select the Bring up terminal window after dialing and Display modem status check boxes, then click OK.

      6. Click Next.

      7. In the Phone number text 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 telephone system.

      8. Click Finish. An icon for gateway.your.way appears in the Dial Up Networking window.

      9. Right-click the gateway.your.way icon, then click Properties. The gateway.your.way Properties dialog box opens.

      10. Click the Server Types tab.

      11. Click to clear the Log on to network, NetBEUI, and IPX/SPX Compatible check boxes, then click OK.

      12. Double-click the gateway.your.way icon.

      13. Type gwclient in the User Name text box, then click Connect. A black screen opens.

      14. Type gwclient, then press F7. An icon (two blinking computers) appears in the status area of the taskbar, verifying that the modem is connected.

      15. Open your Web browser.

      16. Type gateway.your.way in the Address text 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 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:

      1. Close all open programs.

      2. Click Start, then select Settings, then Control Panel. The Control Panel opens.

      3. If you do not see the Modems icons, click view all control panel options.

      4. Double-click the Modems icon. The Modems Properties dialog box opens.

      5. 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.

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. If you do not see the Modems icon, click view all control panel options.

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

      4. Click Properties.

      5. Adjust the Speaker volume control.

      6. Click OK.

You received an "Unable to establish protocols" error message

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 window opens.

      2. Click/Double-click the Add/Remove Programs icon, 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 OK. The computer restarts.

      6. Click Start, then select Settings, then Control Panel. The Control Panel window opens.

      7. Click/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 System Restoration Kit CD, do so.

To reinstall dial-up networking components:

      1. Click Start, then select Settings, then Control Panel. The Control Panel window opens.

      2. If you do not see the Network icon, click view all control panel options.

      3. Double-click the Network icon.

      4. 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.

      5. Click Client for Netware Networks, then click Remove.

      6. Click IPX/SPX, then click Remove.

      7. Click NetBeui, then click Remove.

      8. Make sure the Primary Network Logon field is set to Windows Logon.

      9. Click OK twice, then restart the computer.

Mouse

The external 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.

The mouse works erratically

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

Networks

You cannot connect to your company network

Every network is unique. Contact your company computer department or network administrator for help.

Passwords

The computer does not accept your password

Make sure that Caps lock and Pad lock are turned off, then retype the password.

You forgot your startup password

The password feature is very secure, with no easy way to recover a forgotten password. You must return your computer for repair. Call Client Care for instructions.

PC Cards

You installed a PC Card and now your computer is having problems

Make sure that the PC Card you installed is not causing a system resource conflict. For more information on resource conflicts, see Device installation.

Power

Your computer is not working on AC power

Make sure your AC power adapter is connected properly to your computer. For more information on connecting your AC power adapter, see your user's manual.
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. To test the outlet, plug a working device, such as a lamp, into the outlet and turn it on.
Make sure the AC power adapter cables are free from cuts or damage. Replace any damaged cables.

Your computer is not working on battery power

Make sure the battery is installed properly. For more information on installing the battery, see your user's manual.
Make sure the battery is fully recharged. For more information on recharging your battery, see your user's manual.

Printer

The printer will not turn on

Make sure the power cable is plugged into an AC power source.

The 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.
Many printers have an online/offline button that you may need to press so it can start printing. Press the button.
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 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, then select Set as Default.

You receive a "Printer queue is full" error message

Make sure the printer is not set to work offline.
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 instructions for adding additional memory.

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. Select Printer. If there is a Use Printer Offline option on the menu, click to clear the check mark.

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

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 your user's manual.

Video

The screen is too dark

Adjust the brightness and contrast using the function keys.

The external monitor is not working

Make sure that the monitor power is turned on and that the video cable is properly connected.

The display is "washed out" when switching between programs

To adjust the display colors:

    1. Right-click the MS Office Toolbar control box.

    2. Select Customize, then click the View tab.

    3. Click to clear the Use Gradient Fill check box.

The LCD panel 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 Client Care to identify whether a repair or replacement is justified based on the number of pixels affected.