Gateway 450rog 450rgh User Manual
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271 Troubleshooting www.gateway.com 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 19. ■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 batteries are installed correctly. For more information, see “Changing batteries” on page 155. ■Make sure that the batteries are fully recharged. For more information, see “Recharging the battery” on page 153. ■Make sure that the battery is calibrated correctly. For more information, see “Recalibrating the battery Main or secondary” on page 154. Your notebook will not turn off, even after pressing the power button for five seconds ■If your notebook has “frozen,” and pressing the power button for five seconds does not turn it off, insert a straightened paper clip into the reset hole on the bottom of your notebook. For the location of the reset hole, see “Bottom” on page 7. The batteries seem to run down very quickly ■Peripheral devices and programs that make heavy use of the hard drive drain the battery more quickly. Use AC power whenever possible, and readjust the Power Properties to Max Battery when AC power is unavailable. For more information, see “Changing power settings” on page 163. ■The battery is weakening or defective. All batteries run down in time, but if a new battery appears to be defective, contact Gateway about replacing it. The notebook will not turn on ■The Power button has not been fully engaged. Press and hold the Power button for at least a half-second, but no more than three seconds.
272 Chapter 17: Troubleshooting www.gateway.com ■The battery is fully discharged but AC power is not connected. Connect the AC adapter to power the notebook and recharge the battery. The notebook turns on and the hard drive status indicator flashes, but nothing appears on the display ■Display brightness is set too low. The notebook will not enter Hibernate mode ■Hibernate mode is not activated. For more information, see “Activating and using Hibernate mode” on page 167. The notebook will not come out of Standby or Hibernate mode when running on battery power. ■The battery is fully discharged and AC power is not connected. Connect the AC power adapter to power the notebook and recharge the battery. The display goes black while the notebook is still turned on ■Your notebook has gone into Standby after sitting idle (power status indicator is blinking). Press and hold the Power button for about a second to resume operations. ■Notebook has gone into low-battery Hibernate (power status indicator is blinking). Install the AC adapter, then press and hold the Power button for about a second to resume operations and recharge the battery. 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. ■Check the port and cable for bent or broken pins.
273 Troubleshooting www.gateway.com ■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: 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. ■Reinstall the printer driver. See the guide that came with your printer for instructions on installing the printer driver. You see a “Printer queue is full” error message ■Make sure that the printer is not set to work offline. To make sure that the printer is not set to work offline: 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 use. If the menu shows a check mark next to Use Printer Offline, click Use Printer Offline to clear the check mark. Help and SupportFor more information about printer troubleshooting, click Start, then click Help and Support. Type the keyword printer troubleshooter in the Search box , then click the arrow.
274 Chapter 17: Troubleshooting www.gateway.com ■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. See the printer documentation for instructions for adding additional memory. You see a “Printer is out of paper” error message After adding paper, make sure that the printer is online. Most printers have an online/offline button that you need to press after adding paper. Sound You are not getting sound from the built-in speakers ■Make sure that headphones are not plugged into the headphone jack. For the location of the headphone jack, see “Left side” on page 3 and “Back” on page 246. ■Make sure that the volume control on your notebook is turned up. For more information, see “System key combinations” on page 28. ■Make sure that the Windows volume control is turned up. For more information, see “Adjusting the volume” on page 96. ■Make sure that Mute controls are turned off. For more information about the mute setting, see “System key combinations” on page 28 or “Adjusting the volume” on page 96. Touchpad or pointing device Touchpad or pointing device is not working ■Make sure the touchpad or pointing device is turned on. For more information, see “Turning the touchpad or pointing device on or off” on page 184. ■Connecting a PS/2 mouse to your notebook or port replicator may turn off the touchpad or pointing device. Help and SupportFor more information about troubleshooting sound issues, click Start, then click Help and Support. Type the keyword sound troubleshooter in the Search box , then click the arrow.
275 Troubleshooting www.gateway.com Video The external monitor or projector is not working ■Make sure that you have activate the external monitor option and pressed F N+LCD/CRT to select the external monitor. For more information, see “Viewing the display on a projector or monitor” on page 146. ■Make sure that the monitor or projector is turned on and that the video cable is connected correctly. TV out is not working ■Make sure that you have activated TV out. For more information, see “Viewing the display on a television” on page 148. ■Make sure that the television is turned on and that the RCA video cable or S-Video cable is connected correctly. ■Televisions in different countries use different standards. If you are traveling, you may need to change the TV Out mode. For more information, see “Viewing the display on a television” on page 148.
276 Chapter 17: Troubleshooting www.gateway.com Telephone support Before calling Gateway Technical Support If you have a technical problem with your notebook, follow these recommendations before contacting Gateway Technical Support: ■Make sure that your notebook is connected correctly to a grounded AC outlet that 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 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, see the manufacturer’s documentation and technical support resources. ■If you have “how to” questions about using a program, see: ■Online Help ■Printed documentation ■The Microsoft Windows documentation ■The software publisher’s Web site ■See the troubleshooting section of this chapter. ■Have your customer ID, serial number, and order number available, along with a detailed description of your problem, including the exact text of any error messages, and the steps you have taken. ■Make sure that your notebook is nearby at the time of your call. The technician may have you follow troubleshooting steps. WarningTo avoid bodily injury, do not attempt to troubleshoot your notebook problem if: ■Power cords or plugs are damaged■Liquid has been spilled into your notebook■Your notebook was dropped■The case was damaged Instead, unplug your notebook and contact a qualified computer technician.
277 Telephone support www.gateway.com Telephone numbers Gateway offers a wide range of customer service, technical support, and information services. Automated troubleshooting system Telephone numbers You can access the following services through your telephone to get answers to your questions:Service description How to reach Use an automated menu system and your telephone keypad to find answers to common problems.800-846-2118 (US) 877-709-2945 (Canada) Resource Service description How to reach Fax on demand supportOrder 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 serviceGet tutorial assistance for software issues billed by the minute.800-229-1103 (charged to your credit card) 900-555-4695 (charged to your telephone bill) Gateway Home and Home Office Technical SupportTalk to a Gateway Technical Support representative about a non-tutorial technical support question. (See “Before calling Gateway Technical Support” on page 276 before calling.) TDD Technical Support (for hearing impaired) is available: Weekdays 6:00 a.m. - 8:00 p.m. Central Time Weekends 6:00 a.m. - 5:00 p.m. Central Time800-846-2301 (US) 800-846-3609 (Canada and Puerto Rico) 605-232-2191 (all other countries) 800-846-1778 (TDD) America Online Get support for your America Online ISP account800-827-6364 (US) 888-265-4357 (Canada) Sales, accounting, and warrantyGet information about available systems, pricing, orders, billing statements, warranty service, or other non-technical issues.800-846-2000 (US) 888-888-2037 (Canada)
278 Chapter 17: Troubleshooting www.gateway.com Tutoring and training Gateway’s Technical Support professionals cannot provide hardware and software training or tutorial services. Instead, Gateway recommends the following tutoring and training resources. Self-help If you have how-to questions about using your Gateway-supplied hardware or software, see the following resources: ■The printed or online documentation that came with your hardware or software. In many cases, additional product information and online documentation for Gateway-supplied hardware can be found in our Web site’s Documentation Library ■This user’s guide ■The software publisher’s Web site Tu t o r i n g For help on using hardware or software that came with your Gateway notebook, contact Gateway’s fee-based tutorial hotline: ■800-229-1103 (rate charged per minute; charged to a major credit card) ■900-555-4695 (rate charged per minute; charged to your telephone bill) Important Business customers: For technical support information see the Gateway Business Service Plans guide that came with your notebook. Help and SupportFor more how-to information about Windows XP, click Start, then click Help and Support. Type the keyword practice in the Search box , then click the arrow.
279 Tutoring and training www.gateway.com Tr a i n i n g Gateway provides the following in-person and computerized training: Resource Service description For more information In-Store Training at Gateway storesOur friendly and knowledgeable software trainers can teach you how to use the Internet and the most popular software programs, including Microsoft Word, Excel, and PowerPoint.www.gateway.com/store Gateway Learning LibrariesA variety of courses and tutorials are available on disc. Select from several easy-to-use learning libraries.www.gateway.com/training Online Training from Learn With GatewayMore than 450 online courses are available from Learn With Gateway. All you have to do is go online and log in. You select the subject matter and the learning format (self-paced tutorials or virtual classrooms), all from the comfort of your notebook.www.learnwithgateway.com/