Gateway 400 series User Manual
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222 Chapter 15: Upgrading Your Notebook www.gateway.com
16 223 Troubleshooting This chapter provides some solutions to common notebook problems. Read this chapter to learn how to: Troubleshoot typical hardware and software problems Get telephone support Use automated troubleshooting systems Get tutoring and training If the suggestions in this chapter do not correct the problem, see “Getting Help” on page 35 for more information about how to get help.
224 Chapter 16: Troubleshooting www.gateway.com Safety guidelines While troubleshooting your notebook, follow these safety guidelines: Never remove the memory bay cover or hard drive 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 212. After you complete any maintenance tasks where you remove the memory bay cover or hard drive kit, make sure that you replace the cover or hard drive kit, reinstall any screws, 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.
225 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 power strip or 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 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.
226 Chapter 16: Troubleshooting www.gateway.com Troubleshooting CDs, DVDs, or DVD drives Your notebook does not recognize a disc or the drive The disc may not be seated correctly 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. Make sure that the disc label is facing up, then try again. 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 228. An audio CD does not produce sound Make sure that the CD label is facing up, then try again. Some music CDs have copy protection software. You may not be able to play these CDs on your notebook. Make sure that the volume control on your notebook is turned up. For more information, see “System key combinations” on page 26. Make sure that the Windows volume control is turned up. For more information, see “Adjusting the volume” on page 76. Make sure that Mute controls are turned off. For more information about the mute setting, see “System key combinations” on page 26 or “Adjusting the volume” on page 76. 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 228.
227 Troubleshooting www.gateway.com 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 201. A DVD movie will not play Make sure that the label or side you want to play is facing up, then try again. Shut down and restart your notebook. Clean the DVD. For more information, see “Cleaning CDs or DVDs” on page 228. 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. See “Playing a DVD” on page 96 for more information.
228 Chapter 16: 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: 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.
229 Troubleshooting www.gateway.com 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. 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. 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 189. 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.
230 Chapter 16: Troubleshooting www.gateway.com Make sure that the diskette you are using is IBM-compatible. The diskette drive status indicator is lit continuously Remove the diskette from the drive. If the indicator stays on, try restarting your notebook. Display The screen is too dark Adjust the brightness using the system keys. For more information, see “System key combinations” on page 26. 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 145. The text on the display is dim or difficult to read Adjust the brightness and contrast using the system keys. For more information, see “System key combinations” on page 26. Change the display settings. For more information, see “Adjusting the screen and desktop settings” on page 144. 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. 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.
231 Troubleshooting www.gateway.com 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 188. 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. 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. CautionAll deleted files will be lost when you empty the Recycle Bin.