Gateway m505 User Manual
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251 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. 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. 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 Search box , then click the arrow.
252 Chapter 16: Troubleshooting www.gateway.com 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 208. ■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. 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 more information, see “Checking the hard drive for errors” on page 209. 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 notebook. ■Make sure that the hard drive is installed correctly. Remove it, firmly reinsert it, then restart your notebook. For more information, see “Replacing the hard drive kit” on page 238. ■If your notebook has been subjected to static electricity or physical shock, you may need to reinstall the operating system. You see a “Non-system disk”, “NTLDR is missing”, or “disk” error message ■Eject the diskette from the diskette drive, then press ENTER. CautionAll deleted files will be lost when you empty the Recycle Bin. Help and SupportFor more information about file management in Windows XP, click Start, then click Help and Support. Type the keyword file management in the Search box , then click the arrow.
253 Troubleshooting www.gateway.com Interface/Ports The notebook does not recognize the PC Card ■The card is incorrectly inserted. Eject the card and re-insert it with the label side up. For more information, see “Adding and removing a PC Card” on page 230. The notebook does not recognize a USB or 1394 peripheral device ■The peripheral device is not connected to the notebook correctly. Check the connection cable, and be sure it is inserted in the correct port on the notebook and the peripheral device. ■The correct driver is not built into Windows XP. Use the device’s installation CD or check the manufacturer’s Web site for the correct driver. Internet You cannot connect to the Internet ■Make sure that the modem cable is plugged into the modem jack and not the Ethernet network jack. See “Back” on page 5 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. ■If you have the call waiting feature on your telephone line, make sure that it is disabled. ■Make sure that you are not using a digital, rollover, or PBX line. These lines do not work with your modem. ■Make sure that your account with your Internet service provider (ISP) is set up correctly. Contact your ISP technical support for help. ■Make sure that you do not have a problem with your modem. For more information, see “Modem (dial-up)” on page 256. Help and SupportFor more information about troubleshooting Internet connections in Windows XP, click Start, then click Help and Support. Type the keyword troubleshooting connections in the Search box , then click the arrow.
254 Chapter 16: Troubleshooting www.gateway.com 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 notebook 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 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.
255 Troubleshooting www.gateway.com ■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 modules are inserted correctly in the memory bay slots. For more information, see “Adding or replacing memory” on page 234. ■Use PC Doctor or a third-party diagnostic program to help determine if a memory module is failing. For more information, see “Adding or replacing memory” on page 234. You see a “Not enough memory” error message ■Close all programs, then restart your notebook. Memory card reader Drive letter for the memory card slot does not appear in the My Computer window ■Reboot your notebook. 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 Search box , then click the arrow.
256 Chapter 16: Troubleshooting www.gateway.com 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 5 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. 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 SupportFor more information about dialing properties in Windows XP, click Start, then click Help and Support. Type the keyword dialing in the Search box , then click the arrow.
257 Troubleshooting www.gateway.com ■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. ■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.
258 Chapter 16: Troubleshooting www.gateway.com 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. To access the gateway.your.way dial-up server: 1Insert the red Drivers and Applications CD into the DVD/CD-RW or DVD-RW/CD-RW 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 “Back” on page 5 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.
259 Troubleshooting www.gateway.com 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. 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. 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 Search box , then click the arrow.
260 Chapter 16: Troubleshooting www.gateway.com 4Click the Modem tab, then adjust the Speaker volume control. 5Click OK twice to close the Phone and Modem Options dialog box. 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. The external mouse works erratically ■Clean the mouse. For more information, see “Cleaning the mouse” on page 216. ■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. Operating system The program I am working in has stopped responding but the cursor moves and other programs work ■The program has crashed. Press CTRL+ALT+DEL to open the Task Manager and close the non-responsive program. 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 Search box , then click the arrow.