Getting Help

    This chapter tells you about additional information resources available to help you use your computer.

    If these resources do not provide the information you need, technical support resources are available.

For more information . . .

    Gateway has provided these additional resources to help you get the most out of your Gateway PC.

HelpSpot

    HelpSpot is an easily accessible set of Help files, troubleshooters, instructional videos, and automated support for Windows Me. Use HelpSpot to answer questions about Windows and to help you quickly discover and use the many features of your Gateway computer.

To start HelpSpot:

    1. Click Start, then select Help. HelpSpot starts.

    2. Click a link or do a search for more help information.

QuickANSWERS

    QuickANSWERS is an easily accessible interactive guide for use with Windows 98 and is designed to help you quickly discover and use the many features of your Gateway computer.

    Double-click the QuickAnswers icon to get help with everything from finding a file to backing up your hard drive.

Online help

    Many programs provide information online so you can research a topic or learn how to perform a task while you are using the program. Most online help information can be accessed by selecting a topic from a Help menu or by clicking a Help button.

    You can search for information by viewing the help content, checking the index, searching for a topic or keyword, or browsing through the online help.

Gateway Web site

    Gateway provides a variety of information on its Web site to help you use your computer.

Technical documentation and product manuals
Technical tips and support
Hardware drivers
A glossary of computer terms
Frequently asked questions (FAQs)

    For more information about connecting to the Internet, see your notebook user's manual.

Before calling for 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.
If a peripheral 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 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 manual
The software publisher's Web site
Consult the troubleshooting chapter of this guide on page.

    Warning

    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.

    Technical support resources

      Gateway offers a wide range of customer service, technical support, and information services. If you have questions or problems, contact the Gateway service that is most appropriate for your needs:

    Resource Service description How to reach

    Automated troubleshooting system (ATS)

    Use an automated menu system and your telephone keypad to find answers to common problems.

    800-846-2118 (US)
    877-709-2945 (Canada)

    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 issue or by the minute.

    800-229-1103 (by issue)
    900-555-4695 (by minute)

    World Wide Web

    Access a variety of online information about Gateway, its products, and its software and hardware manufacturers.

    www.support.gateway.com/support

    E-mail support services

    Get help by submitting an e-mail form to one of Gateway's support services. Several e-mail support services are available. Complete an e-mail form, then click Submit at the bottom of the form. Your e-mail goes to an online service representative who will assist you as quickly as possible.

    http://support.gateway.com/
    support/ask_gateway.asp

    Gateway Client Care

    Talk to a Gateway Client Care representative about a non-tutorial support question. Make sure you are at your computer where you can try troubleshooting ideas with the technician. Be prepared to explain the problem including any error messages you have received or steps that you have taken to solve the problem. Have your e-mail address, name, customer ID or order number, serial number, and system information available.

    800-846-2301 (US)
    888-888-2032 (Canada)

    Gateway.net

    AOL


    CompuServe

    Get support for your ISP account.

    877-247-2051 (US)

    800-827-6364 (US)

    888-265-4357 (Canada)

    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)