Gateway Profile 4 User Manual
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223 Troubleshooting www.gateway.com Cleaning CDs and DVDs Clean discs by wiping from the center to the edge, not around in a circle, using a product, such as a soft cloth, made especially for cleaning CDs and DVDs. 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.
224 Chapter 13: Troubleshooting www.gateway.com Computer display The screen resolution is not correct ■Change the screen resolution from the Display Properties dialog box. For more information, see “Adjusting the screen resolution” on page 118. The computer is running but there is no picture ■Adjust the brightness and contrast controls to the center position. For more information, see “OSD options” on page 27. The color is not uniform Make sure that the computer display warms up for at least 30 minutes before making a final judgment about color uniformity. Make sure that: ■Non-shielded speakers are not placed too close to the computer display. ■The computer is not positioned too close to another monitor, electric fan, fluorescent light, metal shelf, or laser printer. The text on the display is dim or difficult to read ■Adjust the brightness and contrast controls. For more information, see “OSD options” on page 27. ■Change the display settings. For more information, see “Adjusting the screen and desktop settings” on page 116. ■Make sure that your computer is not positioned too close to another monitor, electric fan, fluorescent light, metal shelf, or laser printer. Tips & TricksAfter you are in Windows, press the AUTO/SET button to automatically optimize your display settings. For more information, see “OSD options” on page 27. Help and SupportFor more information about changing the screen resolution in Windows XP, click Start, then click Help and Support. Type the keyword screen resolution in the HelpSpot Search box , then click the arrow.
225 Troubleshooting www.gateway.com Diskette drive The diskette drive is not recognized ■Shut down and restart your computer. ■Remove the drive pack and make sure that the cables are connected correctly to the diskette drive and the drive adapter card. Make sure that the pins are not bent or misaligned. For more information, see “Replacing the removable drive pack” on page 202. 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 hard drive space” on page 173. 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. 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” on page 175. If errors are detected and corrected, try using the diskette again.
226 Chapter 13: Troubleshooting www.gateway.com 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. ■Remove the drive pack and make sure that the cables are connected correctly to the diskette drive and the drive adapter card. Make sure that the pins are not bent or misaligned. For more information, see “Replacing the removable drive pack” on page 202. File management A file was accidentally deleted If the file was deleted at a DOS prompt or in Windows while holding down the S HIFT key, the file cannot be restored. To restore files that were deleted in Windows: 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 HelpSpot Search box , then click the arrow.
227 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 174. ■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. 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 the computer. ■Try restarting your computer by pressing CTRL+ALT+DEL. ■Open the computer access panel and make sure that the cables are connected correctly to the hard drive. For more information about connecting the hard drive cables, see “Replacing the hard drive” on page 206. ■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. 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 HelpSpot Search box , then click the arrow.
228 Chapter 13: Troubleshooting www.gateway.com Internet You cannot connect to the Internet ■Make sure that your computer is connected to the telephone line and the telephone line has a dial tone. Use the setup poster to make sure that the connections have been made correctly. ■Make sure that no one else is using the telephone line. ■If you have the call waiting feature on your telephone line, make sure that it is disabled. ■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” on page 231. 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. 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 HelpSpot Search box , then click the arrow.
229 Troubleshooting www.gateway.com 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 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. For more information, see “Reinstalling device drivers” on page 185. 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.
230 Chapter 13: Troubleshooting www.gateway.com 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 during startup ■Use PC Doctor or a third-party diagnostic program to help determine if a memory module is failing. If the memory module is failing, replace it. For more information, see “Installing or replacing DIMM memory” on page 211. ■Check the memory module for correct seating and orientation. For more information, see “Installing or replacing DIMM memory” on page 211. You see a “Not enough memory” error message ■Close all programs, then restart your computer. 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 HelpSpot Search box , then click the arrow.
231 Troubleshooting www.gateway.com Modem 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 4. ■Make sure that your computer is connected to the telephone line and the telephone line has a dial tone. Use the setup poster to make sure that the connections have been made correctly. ■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 in Windows XP: 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 HelpSpot Search box , then click the arrow.
232 Chapter 13: Troubleshooting www.gateway.com To check the dialing properties in Windows 2000: 1Click Start, Settings, then click Control Panel. The Control Panel window opens. 2Double-click the Modems icon, then click Dialing Properties. The Dialing Properties dialog box opens. 3Make sure that all settings are correct. ■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 jack are secure. You can also call your telephone service and have them check the telephone line 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 connection speed lets you connect, call your telephone service. The telephone line may be too noisy.