Gateway E4200 Manual

							70          Maintaining and Troubleshooting Your E-4200 System
Introduction
If your system does not operate correctly, re-read the instructions for the 
procedure(s) you have performed. If an error occurs in an application, 
consult the documentation supplied with the software. 
This section identif ies solutions to common problems. If the suggestions in 
this chapter do not resolve your problem, call Technical Support.
Troubleshooting checklist
Before turning on the system, make sure that:
•The power cord is connected to the AC power-in connector and an 
AC outlet.
•The AC outlet is supplying power.
•If a power strip is used, it is turned on, and the circuit breaker is set.
•The voltage selection switch on the system power supply reflects 
the proper voltage.
Verifying your configuration
If your system is not operating correctly, the BIOS may contain an invalid 
conf iguration parameter. Enter the BIOS program and check your 
conf iguration settings.
Viewing system resources
You can view system resources, such as DMA and IRQ usage, I/O maps 
and memory maps, from your operating system. To view these resources:
1.Under Control Panel, double-click the System icon.
2.Select the Device Manager tab.
3.Highlight the hardware type, in this case Computer, then click the 
Properties button to view your system properties.
 Important!
Do no return any 
equipment without 
obtaining a Return Material 
Authorization (RMA) 
number. 
						

							Troubleshooting     71
Troubleshooting guidelines
As you troubleshoot your system, follow these guidelines:
•Never remove the system cover while the system is turned on.
•Do not attempt to open the monitor; it is extremely dangerous. 
Even if the monitor’s power is disconnected, stored energy within 
the monitor’s components can cause a painful or harmful 
experience.
•If a peripheral such as the keyboard, mouse, drive, or printer does 
not appear to work, verify that all connections are secure.
•If an error message displays on the screen, write it down, word for 
word. You may be asked for it when calling Technical Support.
•Only qualif ied personnel should open the system for maintenance.
•If you are conf ident that you are qualif ied to maintain the system 
yourself, make certain you are properly grounded before opening 
the system chassis. See the section “Static electricity precautions” 
on page 2 for more information on preventing electrostatic damage 
to the system. 
						

							72          Maintaining and Troubleshooting Your E-4200 System
CD-ROM problems
An audio CD produces no sound.
The CD-ROM drive is not recognized by the system.
Probable CauseSolution
The CD is loaded 
incorrectly.Make certain the label is facing upward, and 
then try again.
The speakers are not 
connected.Check the speaker cables. Make certain 
they are connected properly and securely. 
The speaker volume is 
turned down.Check the volume control. 
The speakers may be 
muted via the Multime-
dia volume control.From the Accessories
 menu (Start
| Programs
| 
Accessories
), click Multimedia
, and then click 
Volume Control
. Make cer tain the volume is 
turned up.
The sound card may 
not be installed cor-
rectly.Open the system, and then reseat the sound 
card. Make certain the cables are connected 
properly.
The speakers may be 
faulty.Connect a set of headphones to the speaker 
jack to test the output. If they work, replace 
the speakers.
Probable CauseSolution
The CD is not intended 
for PC use.Make certain the CD is PC-compatible.
The CD is loaded 
incorrectly.Make certain the label is facing upward, and 
then try again.
The CD is scratched or 
dirty.Try cleaning the CD with a lint-free cloth. 
Check the CD for scratches.
The CD-ROM drive 
needs to be added as 
new hardware.From the Control Panel window (Start
| 
Settings
| Control Panel
), double-click 
Add New 
Hardware
. Follow the directions for adding 
the drive. If you are not experienced with this 
procedure, call Technical Support.
 Important!
Some systems do not have 
sound cards because 
sound capabilities are built 
into the system board. 
						

							Troubleshooting     73
Hard disk problems
The SCSI drive is not recognized by the system.
The secondary IDE 
device may be dis-
abled.Restar t your computer, and then press F1 to 
enter the setup program. From the Peripheral 
Configuration
| Advanced
 menu, set the Sec-
ondary IDE Interface
 to Auto
 and make certain 
the Secondary IDE Status
 is Enabled
.
The CD cables are not 
installed correctly.Open the system and check all cables 
between the CD controller and the CD-ROM 
dr ive.
Probable CauseSolution
The primary IDE 
device may be dis-
abled.Restar t your computer, and then press f1 to 
enter the setup program. From the Peripheral 
Configuration
| Advanced
 menu, set the Pri-
mary IDE Interface
 and Primary IDE Status
 to 
Enabled.
The SCSI bus is not 
properly terminated.Make certain the last device on the SCSI 
chain is properly terminated.
The drive is configured 
with a conflicting SCSI 
address.Change the device’s SCSI address to one 
that is not currently being used by the sys-
tem.
The cables are not 
connected correctly.Open the system and check the cable con-
nections.
Probable CauseSolution 
						

							74          Maintaining and Troubleshooting Your E-4200 System
The IDE drive is not recognized by the system.
Memory/Processor problems
Memory errors were detected during system start up.
Probable CauseSolution
The primary IDE 
device may be config-
ured incorrectly.Restar t your computer, and then press 
F1 to 
enter the setup program. From the Main
 
menu, set the Primar y IDE Master
 to Auto Con-
figured
.
The drive may not be 
configured properly.Consult the hard disk user’s guide for 
instructions on how to configure the drive.
The drive cables are 
not connected prop-
erly.Open the system and check all cables con-
nected to the controller card.
The drive controller is 
not seated properly.Open the system and reseat the drive con-
troller.
Probable CauseSolution
Memory was added or 
removed, and the new 
configuration was not 
saved in BIOS Setup.Enter BIOS Setup and save the new mem-
ory configuration.
The memory was 
installed incorrectly.Check the memory for proper seating and 
orientation.
A memory chip is 
faulty.Replace the card on which the faulty chip 
resides. Third-party diagnostic programs 
can help determine which chip or memory 
segment is failing. 
						

							Troubleshooting     75
A new processor is not recognized by the system.
Modem problems
The modem is not recognized by the system.
Probable CauseSolution
The processor was 
installed incorrectly or 
in the wrong socket.Check the installation. The processor should 
be recognized automatically if it was 
installed correctly.
The processor speed 
was not selected on 
the system board.If your system board enables you to select 
the processor speed, make sure you have 
selected the speed properly.
A pin was bent on the 
processor during 
installation.Remove the processor and inspect it for 
damage. If a pin is bent, very carefully try to 
straighten it.
Probable CauseSolution
The modem has not 
been added as new 
hardware.Add the modem as new hardware.
The modem is not con-
nected to a live phone 
jack.Make certain the line connected to the 
modem is live and plugged into the appropri-
ate port on the modem (line port).
The modem is not con-
figured with a valid 
interrupt or address.Check the system settings for conflicts. If 
one exists, correct the problem by selecting 
an available interrupt and address.
The phone jack is 
shared by another 
modem or telephone.If the modem shares the jack with another 
device, make cer tain the other device does 
not have the port open (for instance, some-
one is on the phone, or another modem is in 
use). 
						

							76          Maintaining and Troubleshooting Your E-4200 System
Peripheral/Adapter problems
A SCSI device is not recognized by the system.
The diskette drive is not recognized by the system.
Probable CauseSolution
The device needs to 
be added as new hard-
ware.From the Control Panel window (Start
| 
Settings
| Control Panel
), double-click Add New 
Hardware
. Follow the directions for adding 
the device. If you are not experienced with 
this procedure, call Technical Suppor t.
The SCSI ID may be 
invalid.Assign an available SCSI ID to the device.
The SCSI chain is not 
terminated.Make certain the last device on the SCSI 
chain is terminated.
The device cables are 
not installed correctly.Open the system and check all cables 
between the controller and the device.
Probable CauseSolution
The diskette drive may 
be configured incor-
rectly.Restar t your computer, and then press 
F1 to 
enter the setup program. From the Main
| 
Floppy Options
 menu, ensure that the dis-
kette drive settings are correct.
The drive cables are 
not connected prop-
erly.Open the system and check all cables con-
nected to the controller card.
The drive controller is 
not seated properly.Open the system and reseat the drive con-
troller. 
						

							Troubleshooting     77
The diskette drive will not read, write, or format.
The diskette drive LED lights continuously.
An adapter card is not recognized by the system.
Probable CauseSolution
The diskette is not IBM 
formatted.Make certain the diskette you are trying to 
format is IBM-compatible. If it is, tr y refor-
matting it.
The diskette is cor-
rupted.Run ScanDisk on the diskette. If errors are 
detected and corrected, try accessing the 
diskette again.
The disk is write pro-
tected.Make certain the write-protection window on 
the upper-right corner of the diskette is 
closed (unprotected).
Probable CauseSolution
The diskette is cor-
rupted.Remove the diskette from the drive. If the 
light remains on, try restarting the system.
The cable to the drive 
is not connected prop-
erly.Open the system and check the cable 
between the diskette drive and its controller. 
Make certain the pins are not bent or mis-
aligned. 
Probable CauseSolution
The interrupt and/or 
I/O address is set 
incorrectly.Check the address configuration of the 
adapter card and ensure that it does not 
conflict with another card in the system.
The card has not been 
configured through the 
software (e.g., EISA 
configuration utility).Configure the card with the appropriate soft-
ware.
The card was not 
installed correctly.Reseat the card and make certain that its 
jumpers are configured appropriately. 
						

							78          Maintaining and Troubleshooting Your E-4200 System
Printer problems
The printer will not turn on.
The printer is turned on but will not print.
The printer prints garbled text.
Probable CauseSolution
The printer is not 
plugged in.Check the power cable. Make certain it is 
plugged into a live power source.
The printer is not 
turned on.Make certain the printer’s power switch is 
On. If power is applied to the printer, the 
green power LED should be lit.
The printer is defec-
tive.Try another printer if one is available.
Probable CauseSolution
The printer is not con-
nected to the system.Check the data cable between the printer 
and the system. Make certain it is connected 
to the proper por t. Check the connector and 
cable for bent or broken pins.
The printer is not des-
ignated as the default 
printer.If the printer to which you are trying to print 
is not the default printer, make certain you 
have selected it through the application’s 
printer setup function.
The printer has not 
been added to the sys-
tem.From the Printers window (Start
| 
Settings
| 
Printers
), double-click Add Printer
. Follow the 
directions for adding the new printer.
Probable CauseSolution
The wrong driver is 
being used for the 
selected printer.From the Printers window (Start
| 
Settings
| 
Printers
), select the printer. From the File
 
menu, click Properties
. Make cer tain the 
printer is using the right printer driver. If not, 
install the correct one. 
						

							Troubleshooting     79
System problems
The system will not start up.
The keyboard doesn’t work.
Probable CauseSolution
The system is not con-
nected to an AC outlet.Check the power cable(s) and make certain 
it is connected to an AC power source.
Voltage selection 
switch not set correctly.Make certain the voltage selection switch is 
set for the correct power source.
One power supply is 
not supplying power to 
the load share module.Verify both power cords are plugged into 
working AC outlets. 
Verify that both power cords are fully 
plugged into their AC-IN connectors on rear 
of computer.
Verify that both power supplies are set to the 
correct voltage range (115-V AC or 230-V 
AC ) . 
Verify that both power supplies are turned 
on. Replace defective power supply.
Probable CauseSolution
A key was depressed 
while the system was 
starting up.Clear the sticking key. Then turn off the sys-
tem, wait for a few seconds, and then turn 
the system back on. 
The keyboard is not 
plugged in or con-
nected properly.Check the cable. Make certain it is plugged 
in correctly.
Something spilled into 
the keyboard.Turn off the system. Turn the keyboard 
upside down to let it dry before turning the 
system back on. 
The keyboard is defec-
tive.Try a keyboard you know is working.