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You cannot connect to the Internet
■Your ISP may be having technical difficulties. Contact your ISP technical 
support for help.
■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 system has a v.90 modem, the speed at which you can upload (send) 
data is limited to 33.6K. If your system has a v.92 modem, the speed at which 
you can upload data is limited to 48K. Your ISP may not support 48K uploads.
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 CD into the CD or DVD 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 even though you have a 56K modem
Current fax technology only supports a maximum send and receive rate of 
14,400 bps. 
						

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The modem is not recognized by the computer
■Make sure that the line connected to the modem is working and plugged 
into the appropriate jack on the modem. Use the setup poster 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 in Windows XP:
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 to select 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, if 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.
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 
HelpSpot Search box  , then click 
the arrow. 
						

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To run modem diagnostics in Windows 2000:
1Close all open programs.
2Click Start, Settings, then click Control Panel. The Control Panel 
window opens.
3Double-click the Modems icon. The Modems Properties dialog box 
opens.
4Click the Diagnostic tab, click the COM port next to the name of 
the modem, then click 
More Info. The Modem Info dialog box opens.
If information about the modem appears, the modem passed 
diagnostics. If no modem information is available, if 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.
■Reinstall the device driver. For more information, see “Updating device 
drivers” on page 187.
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 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 
Modems tab.
3Click the modem you want to adjust, then click Properties. 
						

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4Click the Modem tab, then adjust the Speaker volume control.
5Click OK twice to close the Phone and Modem Options dialog box.
To turn down the modem volume in Windows 2000:
1Click Start, Settings, then click Control Panel. The Control Panel 
window opens.
2Double-click the Modems icon. The Modems Properties dialog box 
opens.
3Click the General tab, click the modem you want to adjust, then click 
Properties.
4Adjust the Speaker volume control.
5Click OK. 
						

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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 that you know works to make sure that the mouse port works.
■Reinstall the device driver. For more information, see “Reinstalling device 
drivers” on page 185.
The mouse works erratically
If the mouse pointer begins moving erratically across the computer display or 
becomes difficult to control precisely, cleaning the mouse will likely improve 
its accuracy.
■If you have an optical mouse, clean the mouse by wiping the bottom with 
a clean, damp cloth. Make sure that the optical sensor is clean and free 
or debris.
■Some mouse pad patterns “confuse” optical mice. Try the mouse on a 
different surface.
Power
My system is turned on but nothing is getting power
■If your computer is plugged into a surge protector, make sure that the surge 
protector is connected securely to an electrical outlet, switched on, and 
working correctly.
■Make sure that the electrical outlet is working by plugging a working 
device, such as a lamp, into the outlet, then turning it on to test the outlet.
■Make sure that all devices are connected securely and the surge protector 
is turned on. 
						

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Printer
Printer will not turn on
■Make sure that the power cord is plugged into an AC power source.
■Make sure that the electrical outlet is working by plugging a working 
device, such as a lamp, into the outlet, then turning it on to test the outlet.
Printer is on but will not print
■Make sure that the printer is online. Many printers have an online/offline 
button that you may need to press.
■If the printer you want to print to is not the default printer, make sure 
that you have selected it in the printer setup.
To set a default printer 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 Printers and Faxes icon. The Printers and Faxes 
window opens.
3Right-click the name of the printer you want to be the default 
printer, then click 
Set as Default Printer.
To set a default printer in Windows 2000:
1Click Start, Settings, then click Printers.
2Right-click on the name of the printer you want to be the default 
printer, then click 
Set as Default.
■Make sure that the cable between the printer and your computer is 
connected securely to the correct port.
■Check the port and cable for bent or broken pins.
■Reinstall the printer driver. See the documentation that came with your 
printer for instructions on installing the printer driver. 
						

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You see a “Printer queue is full” error message
■Make sure that the printer is not set to work offline.
To make sure that the printer is not set to work offline 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 Printers and Faxes icon. The Printers and Faxes 
window opens.
3Right-click the name of the printer you want to use. If the menu 
shows a check mark next to 
Use Printer Offline, click Use Printer Offline 
to clear the check mark.
To make sure that the printer is not set to work offline in 
Windows 2000:
1Click Start, Settings, then click Printers.
2Right-click the name of the printer you want to use. If the menu 
shows a check mark next to 
Use Printer Offline, click Use Printer Offline 
to clear the check mark.
■Wait until files have been printed before sending additional files to the 
printer.
■If you print large files or many files at one time, you may want to add 
additional memory to the printer. See the printer documentation for more 
information about adding additional memory.
Help and 
SupportFor more information about printer troubleshooting in 
Windows XP, click Start, then click Help and Support.
Type the keyword printer troubleshooter in the 
HelpSpot Search box  , then click 
the arrow. 
						

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You see a “Printer is out of paper” error message
■A f t e r  a d d i n g  p a p e r,  m a k e  s u r e  t h a t  t h e  printer is online. Many printers have 
an online/offline button that you need to press after adding paper.
Sound
You are not getting sound from the speakers
■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.
■Make sure that 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.
■If you are using external speakers, make sure that the speakers are turned 
on.
■If you are using external speakers, see the speaker setup poster to check 
the speaker connections.
Help and 
SupportFor more information about sound troubleshooting in 
Windows XP, click Start, then click Help and Support.
Type the keyword sound troubleshooter in the HelpSpot 
Search box  , then click the arrow. 
						

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Telephone support
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Telephone support
Before calling Gateway Technical Support
If you have a technical problem with your computer, follow these 
recommendations before contacting Gateway Technical Support:
■Make sure that your computer is connected correctly to a grounded 
AC outlet that is supplying power. If you use a power strip, make sure that 
it is switched on.
■If a peripheral device, such as a keyboard or mouse, does not appear to 
work, make sure that all cables are plugged in securely.
■If you have recently installed hardware or software, make sure that you 
have installed it according to the instructions provided with it. If you did 
not purchase the hardware or software from Gateway, see the 
manufacturer’s documentation and technical support resources.
■If you have “how to” questions about using a program, check:
■Online Help
■Printed documentation
■The program publisher’s Web site
■See the troubleshooting section of this chapter.
■Have your client ID, serial number, and order number available, along with 
a detailed description of your problem, including the exact text of any error 
messages, and the steps you have taken. For more information, see 
“Identifying your model” on page 8.
■Make sure that your computer is nearby at the time of your call. The 
technician may have you follow appropriate troubleshooting steps.
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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Telephone support
Gateway offers a wide range of customer service, technical support, and 
information services.
Automated troubleshooting system 
Telephone numbers
You can access the following services through your telephone to get answers 
to your questions:Service description How to reach
Use an automated menu system and your 
telephone keypad to find answers to common 
problems.800-846-2118 (US)
877-709-2945 (Canada)
Resource Service description How to reach
Fax on demand 
supportOrder a catalog of documents on common 
problems, then order documents by document 
numbers. The documents will be faxed to you.800-846-4526 (US)
877-709-2951 (Canada)
Gateway’s 
fee-based 
software tutorial 
serviceGet tutorial assistance for software issues billed by 
the minute.800-229-1103 (charged 
to your credit card)
900-555-4695 (charged 
to your telephone bill)
Gateway 
Technical 
SupportTalk to a Gateway Technical Support representative 
about a non-tutorial technical support question. 
(See “Before calling Gateway Technical Support” 
on page 241 before calling.)
TDD Technical Support (for hearing impaired) is 
available:
Weekdays 6:00 a.m. - 8:00 p.m. Central Time
Weekends 6:00 a.m. - 5:00 p.m. Central Time800-846-2301 (US)
800-846-3609 (Canada 
and Puerto Rico)
605-232-2191 (all other 
countries)
800-846-1778 (TDD)
America Online Get support for your America Online ISP account. 800-827-6364 (US)
888-265-4357 (Canada)
CompuServe Get support for your CompuServe ISP account. 800-848-8990 (US)
Sales, 
accounting, and 
warrantyGet information about available systems, pricing, 
orders, billing statements, warranty service, or 
other non-technical issues.800-846-2000 (US)
888-888-2037 (Canada)