Gateway 200stm User Manual
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250 Chapter 17: Troubleshooting www.gateway.com Safety guidelines While troubleshooting your notebook, follow these safety guidelines: Never remove the memory bay cover while your notebook is turned on, while the battery is installed, and while the modem cable, network cable, and AC power adapter are connected. Make sure that you are correctly grounded before accessing internal components. For more information about preventing damage from static electricity, see “Preventing static electricity discharge” on page 244. After you complete any maintenance tasks where you remove the memory bay cover, make sure that you replace the cover, reinstall the screw, then replace the battery before you start your notebook. WarningDo not try to troubleshoot your problem if power cords or plugs are damaged, if your notebook was dropped, or if the case was damaged. Instead, unplug your notebook and contact a qualified computer technician.
251 First steps www.gateway.com First steps If you have problems with your notebook, try these things first: Make sure that the AC power adapter is connected to your notebook and an AC outlet and that the AC outlet is supplying power. If you use a surge protector, make sure that it is turned on. If a peripheral device (such as a keyboard or mouse) does not work, make sure that all connections are secure. 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 you added or removed modules or peripheral devices, review the installation procedures you performed and make sure that you followed each instruction. If an error occurs in a program, see the program’s printed documentation or the online help. Software support tools Your notebook may include the following support tool to help you diagnose and fix problems: PC Doctor is a comprehensive hardware diagnostic and system information tool that can test your notebook and determine its configuration. PC Doctor provides 85 professional diagnostic tests directly from your notebook. This support tool is available from HelpSpot or by clicking Start, All Programs, then clicking Gateway Utilities. Help and SupportFor 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.
252 Chapter 17: Troubleshooting www.gateway.com Troubleshooting CD, DVD, or recordable CD drives Your notebook does not recognize a disc or the drive The disc may not be correctly seated in the tray. When you place a disc on the tray, make sure that you press the disc firmly onto the spindle so the retainers hold the disc in place. The modular drive may not be completely inserted into the modular bay. Press the module into the bay, then try to access the disc again. Make sure that the disc label is facing up, then try again. If you are trying to play a DVD, make sure that you have a DVD or DVD/CD-RW combination drive inserted into the modular bay. See “Identifying drive types” on page 94 for more information. Try a different disc. Occasionally discs are flawed and cannot be read by the drive. Some music CDs have copy protection software. You may not be able to play these CDs on your notebook. Your notebook may be experiencing some temporary memory problems. Shut down and restart your notebook. Clean the disc. For more information, see “Cleaning CDs or DVDs” on page 254. An audio CD does not produce sound Make sure that the CD label is facing up, then try again. Make sure that the volume control on your notebook is turned up. For more information, see “System key combinations” on page 39. Make sure that the Windows volume control is turned up. For more information, see “Adjusting the volume in Windows XP” on page 98 and “Adjusting the volume in Windows 2000” on page 101. Make sure that Mute controls are turned off. For more information about the mute setting, see “System key combinations” on page 39 or “Adjusting the volume in Windows XP” on page 98 and “Adjusting the volume in Windows 2000” on page 101.
253 Troubleshooting www.gateway.com Make sure that headphones are not plugged into the headphone jack. For the location of the headphone jack, see “Left side” on page 3. If you are using powered speakers, make sure that they are plugged in and turned on. Clean the CD. For more information, see “Cleaning CDs or DVDs” on page 254. Your notebook may be experiencing some temporary memory problems. Shut down and restart your notebook. Reinstall the audio device drivers. For more information, see “Reinstalling device drivers” on page 231. A DVD movie will not play Make sure that the label or side you want to play is facing up, then try again. Make sure that a DVD or DVD/CD-RW combination drive is inserted into the modular bay. See “Identifying drive types” on page 94 for more information. Shut down and restart your notebook. Clean the DVD. For more information, see “Cleaning CDs or DVDs” on page 254. 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 notebook’s delivery address. The regional code for the United States and Canada is 1. The regional code for Mexico is 2. Your DVD drive’s regional code must match the regional code of 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 DVD drive’s regional code may not match. Make sure that the InterVideo program has been installed on your notebook. For more information, see “Playing a DVD” on page 130.
254 Chapter 17: Troubleshooting www.gateway.com Cleaning CDs or DVDs 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 a new device, such as a PC Card, can cause a system resource (IRQ) conflict. Check IRQ usage to determine if there is an IRQ conflict. To check IRQ usage in Windows XP: 1Click Start, then click Control Panel. The Control Panel window opens. If your Control Panel is in Category View, click Performance and Maintenance . 2Click/Double-click System, click the Hardware tab, then click Device Manager . The Device Manager window opens. 3Click View, then click Resources by type. Double-click Interrupt request (IRQ) . All IRQs and their hardware assignments are displayed. Help and SupportFor more information about IRQs in Windows XP, click Start, then click Help and Support. Type the keyword IRQs in the HelpSpot Search box , then click the arrow.
255 Troubleshooting www.gateway.com To check IRQ usage in Windows 2000: 1Click Start, Settings, then click Control Panel. The Control Panel window opens. 2Double-click the System icon, click the Hardware tab, then click Device Manager. The Device Manager window opens. 3Click View, then click Resources by type. Double-click Interrupt request (IRQ) . All IRQs and their hardware assignments are displayed. To free IRQ resources for the new device: 1In the Device Manager window, check the device list for a resource conflict. A resource conflict appears as a black exclamation point in a yellow circle. 2Remove the device you are trying to install, then determine which one of the existing devices or ports you can disable. 3Right-click the device or port you want to disable, then click Disable. The device or port is disabled. Diskette drive The diskette drive is not recognized Shut down and restart your notebook. The modular drive may not be inserted completely into the modular bay on your docking station. Press the module into the bay, then try to access the diskette again. You see an “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 that the diskette you are using is IBM-compatible.
256 Chapter 17: Troubleshooting www.gateway.com Try a different diskette. Occasionally diskettes are flawed and cannot be read by the diskette drive. You see 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 Error checking on the diskette. For more information, see “Checking the hard drive for errors” on page 219. If errors are detected and corrected, try using the diskette again. You see a “Non-system disk”, “NTLDR is missing”, or “Disk error” error message Eject the diskette from the diskette drive, then press ENTER. Make sure that the diskette you are using is IBM-compatible. Display The screen is too dark Adjust the brightness using the system keys. For more information, see “System key combinations” on page 39. The screen resolution is not correct Change the screen resolution from the Display Properties dialog box. For more information, see “Adjusting the screen resolution” on page 174. The text on the display is dim or difficult to read Adjust the brightness using the system keys. For more information, see “System key combinations” on page 39. Change the display settings. For more information, see “Adjusting the screen and desktop settings” on page 172. Help and SupportFor 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.
257 Troubleshooting www.gateway.com Move your notebook away from sources of electrical interference, such as televisions, unshielded speakers, microwaves, fluorescent lights, and metal beams or shelves. The 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. File management A file was accidentally deleted If a file was deleted at a DOS prompt or in Windows while holding down the S HIFT key, the file cannot be restored. To restore deleted files: 1Double-click the Recycle Bin icon. 2Right-click the file you want to restore, then click Restore. The file is restored to the place where it was originally deleted from. If the Recycle Bin was emptied before you tried to restore a file, the file cannot be restored. Hard drive You see an “Insufficient disk space” error message Delete unnecessary files from the hard drive using Disk Cleanup. For more information, see “Using Disk Cleanup” on page 218. Help and SupportFor 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.
258 Chapter 17: Troubleshooting www.gateway.com Empty the Recycle Bin by right-clicking the Recycle Bin icon, then clicking Empty Recycle Bin. 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. You see a “Data error” message This may be the result of a defective area on the hard drive. To fix hard drive problems, run the Error checking program. For more information, see “Checking the hard drive for errors” on page 219. The hard drive cannot be accessed, or you see a “General failure reading drive C” error message If a diskette is in the diskette drive, eject it and restart your notebook. If your notebook has been subjected to static electricity or physical shock, you may need to reinstall the operating system. You see a “Non-system disk”, “NTLDR is missing”, or “disk” error message Eject the diskette from the diskette drive, then press ENTER. Internet You cannot connect to the Internet Make sure that the modem cable is plugged into the modem jack and not the Ethernet network jack. See “Left side” on page 3 to make sure that the connections have been made correctly. CautionAll deleted files will be lost when you empty the Recycle Bin. Help and SupportFor more information about file management in Windows XP, click Start, then click Help and Support. Type the keyword file management in the HelpSpot Search box , then click the arrow.
259 Troubleshooting www.gateway.com Make sure that your notebook is connected to the telephone line and that the telephone line has a dial tone. If you have the call waiting feature on your telephone line, make sure that it is disabled. Make sure that you are not using a digital, rollover, or PBX line. These lines do not work with your modem. Make sure that your account with your Internet service provider (ISP) is set up correctly. Contact your ISP technical support for help. Make sure that you do not have a problem with your modem. For more information, see “Modem” on page 261. You see 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, your ISP may be having technical difficulties. Connecting to a Web site takes too long Many factors can affect Internet performance: The condition of the telephone lines in your residence or at your local telephone service 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 notebook Help and SupportFor 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.