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People are sending you e-mail messages, but you have not received 
any mail

Click the receive button in your e-mail program.

Make sure that your account with your Internet service provider (ISP) is 
set up correctly. Contact your ISP for technical support.
Keyboard
The built-in keyboard does not work

Attaching a PS/2 keyboard to your notebook or docking station while your 
notebook is running may deactivate the built-in keyboard.
The external keyboard does not work

Make sure that 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 that the keyboard port 
works.

If you spilled liquid in the keyboard, turn off your notebook 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.
A keyboard character keeps repeating or you see a “Keyboard stuck” 
or “Key failure” error message

Make sure that nothing is resting on the keyboard.

Make sure that a key is not stuck. Press each key to loosen a key that might 
be stuck, then restart your notebook.
Memory
You see a “Memory error” message

Make sure that the memory module is inserted correctly in the memory 
bay slot. For more information, see “Adding or replacing memory” on 
page 246. 
						

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Use PC Doctor or a third-party diagnostic program to help determine if the 
memory module is failing. For more information, see “Adding or replacing 
memory” on page 246.
You see a “Not enough memory” error message

Close all programs, then restart your notebook.
Modem 
Your modem does not dial or does not connect

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.

Make sure that your notebook is connected to the telephone line and the 
telephone line has a dial tone.

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 that the modem dialing properties are set appropriately.
Help and 
SupportFor more information about troubleshooting memory errors 
in Windows XP, click Start, then click Help and Support.
Type the keyword memory error in the HelpSpot Search 
box  , then click the arrow. 
						

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To check the dialing properties in Windows XP:
1Click Start, then click Control Panel. The Control Panel window opens. 
If your Control Panel is in Category View, click 
Printers and Other 
Hardware
.
2Click/Double-click the Phone and Modem Options icon, then click the 
Dialing Rules tab.
3Click the location from which you are dialing, then click Edit.
4Make sure that all settings are correct.
To check the dialing properties in Windows 2000:
1Click Start, Settings, then click Control Panel. The Control Panel 
window opens.
2Click/Double-click the Modems icon, then click Dialing Properties tab. 
The Dialing Properties dialog box opens.
3Make sure that all settings are correct.

Disconnect any answering machine, fax machine, or printer that is on the 
same line as the modem. Do not connect these devices to 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 correctly.
Help and 
SupportFor more information about dialing properties in 
Windows XP, click Start, then click Help and Support.
Type the keyword dialing in the HelpSpot Search box 
, then click the arrow. 
						

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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 that 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 the telephone line 
checked 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 service.

Try connecting with the modem at a lower connection speed. If reducing 
the connect speed lets you connect, call your telephone service. The 
telephone line may be too noisy.
You cannot connect to the Internet

The ISP may be having technical difficulties. Contact your ISP for technical 
support.

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 notebook has a v.90 modem, the speed at which you can upload (send) 
data is limited to 33.6K. If your notebook 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. CT. 
						

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To access the gateway.your.way dial-up server:
1Insert the red Gateway CD into the DVD or recordable CD drive.
2Click Help, then click Support Web Site.
3To check your modem connection speed, click the Direct Dial option. 
After your modem connects, move the mouse pointer 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 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 your notebook

Make sure that the line connected to the modem is working and plugged 
into the appropriate port on your notebook. See “Left side” on page 3 to 
make sure that the connections have been made correctly.

If the modem shares the telephone line with another device, make sure 
that 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 notebook. Some telephone 
cables do not meet required cable standards and may cause problems with 
the modem connection.

Shut down and restart your notebook.

Run Windows modem diagnostics.
To run modem diagnostics in Windows XP:
1Close all open programs.
2Click Start, then click Control Panel. The Control Panel window opens. 
If your Control Panel is in Category View, click 
Printers and Other 
Hardware
.
3Click/Double-click the Phone and Modem Options icon, then click the 
Modems tab. 
						

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4Click your modem, then click Properties. The Modem Properties dialog 
box opens.
5Click 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.
To run modem diagnostics in Windows 2000:
1Close all open programs.
2Click Start, Settings, then click Control Panel. The Control Panel 
window opens.
3Double-click the Modems icon. The Modems Properties window opens.
4Click 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 down the modem volume.
Help and 
SupportFor 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. 
						

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To turn down the modem volume in Windows XP:
1Click Start, then click Control Panel. The Control Panel window opens. 
If your Control Panel is in Category View, click 
Printers and Other 
Hardware
.
2Click/Double-click the Phone and Modem Options icon, then click the 
Modems tab.
3Click the modem you want to adjust, then click Properties.
4Click the Modem tab, then adjust the Speaker volume control.
5Click OK twice to close the Phone and Modem Options dialog box.
To turn down the modem volume in Windows 2000:
1Click Start, Settings, then click Control Panel. The Control Panel 
window opens.
2Double-click the Modems icon. The Modems Properties dialog box 
opens.
3Click the General tab, click the modem you want to adjust, then click 
Properties.
4Adjust the Speaker volume control.
5Click OK.
Mouse
The external mouse does not work

Make sure that the mouse cable is plugged in correctly.

Shut down and restart your notebook.

Remove all extension cables and switch boxes.

Try a mouse you know is working to make sure that the mouse port works. 
						

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The external mouse works erratically
If the mouse pointer begins moving erratically across the computer display or 
becomes difficult to control precisely, cleaning the mouse or changing mouse 
pads will likely improve its accuracy.

If you have an optical mouse, clean the mouse by wiping the bottom with 
a clean, damp cloth. Make sure that the optical sensor is clean and free 
or debris. If you have a trackball mouse, “Cleaning the mouse” on 
page 227.

Some mouse pad patterns “confuse” optical mice. Try the mouse on a 
different surface.
Networks
You cannot connect to your company network

Every network is unique. Contact your company computer department or 
network administrator for help.
Passwords
Your notebook does not accept your password

Make sure that CAPS LOCK and PAD LOCK are turned off, then retype the 
password.
Help and 
SupportFor a video tutorial about cleaning the mouse, click Start, 
then click Help and Support.
Type the keyword mouse troubleshooting in the 
HelpSpot Search box  , then click 
the arrow.
Help and 
SupportFor more information about network troubleshooting in 
Windows XP, click Start, then click Help and Support.
Type the keyword network troubleshooting in the 
HelpSpot Search box  , then click 
the arrow. 
						

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You forgot your startup password

The password feature (which is set in the BIOS Setup utility) is very secure, 
with no easy way to recover a forgotten password. You must return your 
notebook for repair. Call Gateway Technical Support for instructions.
PC Cards
You installed a PC Card and now your notebook is having problems

Make sure that you have correctly installed required software for the 
PC Card. For more information, see your PC Card’s documentation.

Make sure that the PC Card you installed is not causing a system resource 
conflict. For more information on resource conflicts, see “Device 
installation” on page 254.
Power
Your notebook is not working on AC power

Make sure that your AC power adapter is connected correctly to your 
notebook. For more information, see “Connecting the AC adapter” on 
page 26.

If your notebook is plugged into a surge protector, make sure that the surge 
protector is connected securely to an electrical outlet, turned on, and 
working correctly. To test the outlet, plug a working device, such as a lamp, 
into the outlet and turn it on.

Make sure that the AC power adapter cables are free from cuts or damage. 
Replace any damaged cables.
Your notebook is not working on battery power

Make sure that the battery is installed correctly. For more information, see 
“Changing batteries” on page 151.

Make sure that the battery is fully recharged. For more information, see 
“Recharging the battery” on page 149.

Make sure that the battery is calibrated correctly. For more information, 
see “Recalibrating the battery” on page 150. 
						

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Printer
The printer will not turn on

Make sure that the printer is online. Many printers have an online/offline 
button that you may need to press.

Make sure that 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 your notebook. Make sure that 
it is connected to the correct port.

Make sure that the printer is online. Many printers have an online/offline 
button that you may need to press so the printer can start printing. Press 
the button to put the printer online.

Check the port and cable for bent or broken pins.

If the printer you want to print to is not the default printer, make sure 
that you have selected it in the printer setup.
To set a default printer in Windows XP:
1Click Start, then click Control Panel. The Control Panel window opens. 
If your Control Panel is in Category View, click 
Printers and Other 
Hardware
.
2Click/Double-click the Printers and Faxes icon. The Printers and Faxes 
window opens.
3Right-click the name of the printer you want to be the default 
printer, then click 
Set as Default Printer.
To set a default printer in Windows 2000:
1Click Start, Settings, then click Printers.
2Right-click on the name of the printer you want to be the default 
printer, then click 
Set as Default.