Gateway E4500d Manual

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Chapter 6: Troubleshooting
Computer
The computer will not start
■Make sure that the power cord is connected to an AC power source and your 
computer is turned on.
Diskette drive
The diskette drive is not recognized
■Shut down and restart your computer.
You cannot save a file to diskette or you see the message “disk is full or 
write-protected”
■Make sure that the write-protection tab on the upper-right corner of the diskette 
is down (unprotected).
■Delete unnecessary files on the diskette and try again.
■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.
■Run Error-checking on the diskette. For more information, see “Checking the hard 
drive for errors” in Using Your Computer which has been included on your hard 
drive. To access this guide, click 
Start, All Programs, then click Gateway 
Documentation
.
If errors are detected and corrected, try using the diskette again.
You see a “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.
■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.
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Troubleshooting
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” in Using Your Computer which has been included on your hard 
drive. To access this guide, click 
Start, All Programs, then click Gateway 
Documentation
.
You see a “Non-system disk” 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.
The diskette drive LED is lit continuously
■Remove the diskette from the drive. If the light stays on, try restarting your 
computer.
DVD drives
DVD drive troubleshooting is covered under “CD or DVD drives” on page 64.
File management
A file was accidentally deleted
If a file was deleted while holding down the SHIFT 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 try to restore a file, the file cannot be 
restored.
Help and Support For more information about restoring deleted files, click Start, then 
click Help and Support.
Type the keyword System Restore in the Search box 
, then click the arrow.
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Chapter 6: Troubleshooting
Hard drive
You see an “Insufficient disk space” error message
■Delete unnecessary files from the hard drive using Disk Cleanup. For instructions 
on deleting unnecessary files, see “Using Disk Cleanup” in Using Your Computer 
which has been included on your hard drive. To access this guide, click 
Start, All 
Programs
, then click Gateway Documentation.
■Empty the Recycle Bin by right-clicking the Recycle Bin icon, then clicking Empty 
Recycle Bin
.
■Save your files to another drive. If the hard drive is full, copy any files not regularly 
used to 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 instructions on fixing hard drive problems, see 
“Checking the hard drive for errors” in Using Your Computer which has been included on 
your hard drive. To access this guide, click 
Start, All Programs, then click Gateway 
Documentation
.
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 computer.
■Press CTRL+ALT+DEL to restart your computer.
■If your computer has been subjected to static electricity or physical shock, you may 
need to reinstall the operating system.
You see a “Non-system disk” or “disk error” error message
■Eject the diskette from the diskette drive, then press ENTER.
Caution All deleted files will be lost when you empty the Recycle Bin.
Help and Support For more information about file management, click Start, then click 
Help and Support.
Type the keyword file management in the Search box 
, then click the arrow.
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Troubleshooting
Internet
You cannot connect to the Internet
■If you are using a dial-up modem, make sure that the modem cable is plugged into 
the modem jack and not the Ethernet network jack. See “Back” on page 10 to make 
sure that the connections have been made correctly.
- OR -
If you are using a cable or DSL modem, make sure that the modem cable is plugged 
into the Ethernet network jack and not the modem jack. See “Back” on page 10 
to make sure that the connections have been made correctly.
■Make sure that you do not have a problem with your modem. For more 
information, “Modem (dial-up)” on page 71.
■Make sure that your account with your Internet service provider (ISP) is set up 
correctly. Contact your ISP technical support for help.
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 computer
Help and Support For more information about troubleshooting Internet connections, 
click Start, then click Help and Support.
Type the keyword troubleshooting connections in the Search box 
, then click the arrow.
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Chapter 6: Troubleshooting
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 keyboard does not work
■Make sure that the keyboard cable is plugged in correctly. For more information, 
see the poster that came with your computer.
■Remove all extension cables and switch boxes.
■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.
■Reinstall the keyboard device driver.
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 computer.
Liquid spilled in the keyboard
■If you spilled liquid in the keyboard, turn off your computer 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.
Memory
You see a “Memory error” message
■Use a third-party diagnostic program to help determine if a memory module is 
failing.
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Troubleshooting
You see a “Not enough memory” error message
■Close all programs, then restart your computer.
Modem (dial-up)
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 “Back” on page 10 to make sure that the connections 
have been made correctly.
■Make sure that your computer 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 correctly.
To check the dialing properties:
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.
Help and Support For more information about troubleshooting memory errors, click 
Start, then click Help and Support.
Type the keyword memory error in the Search box 
, then click the arrow.
Help and Support For more information about dialing properties, click Start, then click 
Help and Support.
Type the keyword dialing in the Search box  , 
then click the arrow.
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Chapter 6: Troubleshooting
■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.
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 to fix the original line.
■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.
■Review the troubleshooting information under “Internet” on page 69.
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 computer has a v.90 modem, the speed at which you can upload (send) 
data is limited to 33.6K. If your computer has a v.92 modem, the speed at which 
you can upload data is limited to 48K. Your ISP may not support 48K uploads.
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.
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Troubleshooting
The modem is not recognized by your computer
■Make sure that the line connected to the modem is working and plugged into the 
appropriate port on your computer. See “Back” on page 10 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 computer. Some telephone cables do 
not meet required cable standards and may cause problems with the modem 
connection.
■Shut down and restart your computer.
■Run Windows modem diagnostics.
To run modem diagnostics:
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.
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.
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 Support For more information about modem troubleshooting, click Start, then 
click Help and Support.
Type the keyword modem troubleshooting in the Search box 
, then click the arrow.
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Chapter 6: Troubleshooting
To turn down the modem volume:
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.
Monitor
The screen resolution is not correct
Change the screen resolution from the Display Properties dialog box. 
The computer is running but there is no picture
■Make sure that the monitor is plugged in and turned on. If the monitor is turned 
on, the power LED should be lit.
■Adjust the brightness and contrast controls to the center position.
■Make sure that the monitor cable is connected to the video port on the back of 
your computer.
■Check the cable for bent or damaged pins.
■Reinstall the device driver.
■Connect a monitor that you know works to your computer.
The color is not uniform
Make sure that the monitor warms up for at least 30 minutes before making a final 
judgment about color uniformity.
Tips & Tricks For more information, see “Adjusting the color depth” in Using Your 
Computer 
which has been included on your hard drive. To access this 
guide, click Start, All Programs, then click Gateway 
Documentation.
Help and Support For more information about changing the screen resolution, click 
Start, then click Help and Support.
Type the keyword screen resolution in the Search box 
, then click the arrow.
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Troubleshooting
Make sure that:
■Non-shielded speakers are not placed too close to the monitor.
■The monitor is not positioned too close to another monitor, electric fan, fluorescent 
light, metal shelf, or laser printer.
■You demagnetize the screen using the monitor’s degauss feature. For more 
information on degauss, see your monitor’s documentation.
There is a horizontal line or wire visible across the monitor screen
Your monitor may use a thin damper wire, located approximately 1/3 of the way down 
from the upper screen edge and 1/3 of the way up from the lower screen edge, to stabilize 
the internal aperture grille. These wires are most obvious when the monitor displays a 
white background. The aperture grille allows more light to pass through the screen for 
brighter colors and greater luminescence. The damper wire is a critical part of the overall 
monitor design and does not negatively affect the monitors function.
The text on the display is dim or difficult to read
■Adjust the brightness and contrast controls.
■Use the monitor degauss feature (see your monitor documentation) or turn off your 
computer and monitor, leave them off for at least a half hour, then restart your 
computer.
■Change the display settings.
■Move the monitor away from sources of electrical interference, such as televisions, 
unshielded speakers, microwaves, fluorescent lights, and metal beams or shelves.
For more information about display types, see your monitor and video card 
documentation.
Mouse
The mouse does not work
■Make sure that the mouse cable is plugged in correctly.
■Shut down and restart your computer.
■Remove all extension cables and switch boxes.
■Try a mouse you know is working to make sure that the mouse port works.
Tips & Tricks For more information, see “Adjusting the screen and desktop settings” 
in Using Your Computer which has been included on your hard drive. 
To access this guide, click Start, All Programs, then click Gateway 
Documentation.
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