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Installing or replacing DIMM memory
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4Align the notch on the new memory module with the notch on the 
memory module bank and press firmly into the bank. The tabs on the sides 
of the memory module should secure the memory module automatically. 
When the module is secure, you hear a click.
5Close the case by following the instructions in “Closing the computer case” 
on page 200.
6Turn on your computer. Windows starts and the Windows desktop appears.
7In Windows XP, click Start, Control Panel, then click Performance and 
Maintenance
 (if in Category View). Click/Double-click System. The amount 
of memory in your computer is shown at the bottom of the System Properties 
window in the General tab.
- OR -
In Windows 2000, right-click the 
My Computer icon, then click Properties. 
The amount of memory in your computer is shown at the bottom of the 
System Properties window in the General tab. 
						

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Using the BIOS Setup utility
The BIOS Setup utility stores basic settings for your computer. These settings 
include basic system hardware configuration, system resource settings, and 
password security. These settings are stored and saved even when the power is 
off.
To open BIOS Setup utility:
■Restart your computer. As soon as you see a startup screen, pressF1. The 
BIOS Setup utility opens.
CautionThe options in the BIOS Setup utility have been set at the 
factory for optimal performance. Changes to these settings 
will affect the performance of your computer.
Before changing any settings, write them down in case you 
need to restore them later. 
						

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Using the BIOS Setup utility
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The following illustration shows the main menu screen of a typical BIOS Setup 
utility. Your BIOS Setup utility may vary from the illustration below.
Use the navigation keys displayed at the bottom of the BIOS Setup utility screen 
to move through the BIOS menus and make selections. Press F1 to get more 
help about options.
BIOS Setup Utility
Main  Advanced  Security  Power  Boot  Exit
Item Specific Help
BIOS Version
Processor Type
Processor Speed
Front Side Bus Speed
Cache Ram
System Memory
Memory Bank 0
Memory Bank 1
Memory Bank 2
Language:
Cache ECC Support:
System Time:
System Date:4W4SB0X0.15A.0004.P02
Pentium (R) III
933 MHz
133 MHz
512 KB
128 MB
128 MB SDRAM
Not Installed
Not Installed
[English (US)]
[Disabled]
[11:09:31]
[10/15/2000]Select the display 
language for the 
BIOS.
F1  Help
ESC  Exit↑↓  Select Item
←→ Select Menu-/+ Change Values
Enter Select > Sub-MenuF9  Setup Defaults
F10  Save and Exit 
						

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217
Troubleshooting
This chapter provides some solutions to common computer 
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 31, for more 
information about how to get help. 
						

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Chapter 13: Troubleshooting
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Safety guidelines
While troubleshooting your computer, follow these safety guidelines:
■Never remove your computer case access panel while your computer is 
turned on and while the modem cable and the power cord are connected.
■If you are using or have purchased an additional monitor, do not attempt 
to open the monitor case. To do so is extremely dangerous. Even if the 
power is disconnected, energy stored in the monitor components can be 
dangerous. Also, opening the monitor voids the warranty.
■Make sure that you are correctly grounded before opening your computer 
case. For more information about preventing damage from static electricity, 
see “Preventing static electricity discharge” on page 197.
WarningTo avoid bodily injury, do not attempt to troubleshoot your 
computer problem if:
■Power cords or plugs are damaged■Liquid has been spilled into your computer■Your computer was dropped■The case was damaged
Instead, unplug your computer and contact a qualified 
computer technician. 
						

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First steps
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First steps
Try these things first before going to the following sections:
■Make sure that the power cable is connected to your computer and an 
AC outlet and that the AC outlet is supplying power.
■If you use a power strip, make sure that it is turned on.
■If a peripheral device (such as the keyboard or mouse) does not work, make 
sure that all connections are secure.
■If you added or removed computer components before the problem started, 
review the procedures you performed and make sure that you followed 
each instruction.
■Make sure that your hard drive is not full.
■If an error message appears on the computer display, write down the exact 
message. The message may help Gateway Technical Support in diagnosing 
and fixing the problem.
■If an error occurs in a program, see the program’s printed documentation 
or the online help.
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. 
						

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Software support tools
Your system 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 computer and determine its configuration. 
PC Doctor provides 85 professional diagnostic tests directly from your 
computer.
This support tool is available from HelpSpot or by clicking 
Start, All Programs, 
then clicking 
Gateway Utilities. 
						

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Troubleshooting
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Troubleshooting
CD, DVD, or recordable drives
The computer does not recognize a disc or the CD, DVD, or recordable 
drive
■Make sure that the disc label is facing up, then try again.
■Try a different disc. Occasionally discs are flawed or become scratched and 
cannot be read by the CD or DVD drive.
■If you are trying to play a DVD, make sure that you have a DVD drive. To 
identify your drive type, see “Identifying drive types” on page 78.
■Your computer may be experiencing some temporary memory problems. 
Shut down and restart your computer.
■Some music CDs have copy protection software. You may not be able to 
play these CDs on your computer.
■Clean the disc. For more information, see “Cleaning CDs and DVDs” on 
page 223.
■Restart your computer, then enter the BIOS Setup utility by pressing and 
holding F1 while your computer restarts. Make sure that the IDE controllers 
are enabled. For more information on using the BIOS Setup utility, see 
“Using the BIOS Setup utility” on page 214.
■Make sure that the drive is configured correctly by following the 
instructions in the drive documentation.
■Open your computer case and make sure that the cables are connected 
correctly to the CD or DVD drive and drive adapter card.
■Reinstall the device driver. For more information, see “Reinstalling device 
drivers” on page 185.
Audio CD does not produce sound
■Make sure that the disc 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 computer.
■Make sure that the volume controls are turned up. For more information, 
see “Adjusting the volume in Windows XP” on page 81 or “Adjusting the 
volume in Windows 2000” on page 84. 
						

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■Make sure that the mute controls are turned off. For more information, 
see “Adjusting the volume in Windows XP” on page 81 or “Adjusting the 
volume in Windows 2000” on page 84.
■Make sure that external speaker cables are connected correctly and securely.
■Shut down and restart your computer.
■Clean the disc. For more information, see “Cleaning CDs and DVDs” on 
page 223.
■Reinstall the audio device drivers. For more information, see “Reinstalling 
device drivers” on page 185.
A DVD movie will not play
■Make sure that you have a DVD drive. To identify your drive type, see 
“Identifying drive types” on page 78.
■Make sure that the disc label is facing up, then try again.
■Try a different disc. Occasionally discs are flawed or become scratched and 
cannot be read by the DVD drive.
■Shut down and restart your computer.
■Clean the disc. For more information, see “Cleaning CDs and DVDs” on 
page 223.
■Make sure that the DVD player program is installed. For more information, 
See “Reinstalling programs” on page 188 or Step 3 on page 93.
■Reinstall the device driver. For more information, see “Reinstalling device 
drivers” on page 185.
■DVDs and DVD 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 computer’s 
delivery address. The regional code for the United States and Canada is 1. 
The regional code for Mexico is 4. Your DVD drive’s regional code must 
match the regional code for the disc. The regional code for the disc is on 
the disc, disc documentation, or disc packaging.
If the DVD movie does not play, the disc’s regional code and your DVD 
drive’s regional code may not match.