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Gateway Profile 5.5 Manual

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    Troubleshooting
    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.
    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.
    Help and 
    SupportFor 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.
    CautionAll deleted files will be lost when you empty the Recycle Bin. 
    						
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    Chapter 8: Troubleshooting
    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, then 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.
    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 12 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 12 
    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, see “Modem (dial-up)” on page 88.
    ■Make sure that your account with your Internet service provider (ISP) is set up 
    correctly. Contact your ISP technical support for help.
    Help and 
    SupportFor 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
    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
    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.
    Help and 
    SupportFor 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 8: Troubleshooting
    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.
    You see a “Not enough memory” error message
    Close all programs, then restart your computer.
    Memory card reader
    Drive letters for the memory card slots do not appear in the My Computer window
    ■Reboot 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 12 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.
    Help and 
    SupportFor 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. 
    						
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    Troubleshooting
    ■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 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.
    ■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.
    Help and 
    SupportFor 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 8: Troubleshooting
    ■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.
    ■Review the troubleshooting information under “Internet” on page 86.
    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.
    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 12 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. 
    						
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    Troubleshooting
    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 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 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.
    Help and 
    SupportFor 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 8: Troubleshooting
    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.
    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 of debris.
    ■If you have an optical mouse, use it on a patterned, flat surface. The mouse does 
    not perform well on glossy surfaces, such as glass or some desktops.
    ■If you have a trackball mouse, see “Cleaning the mouse” on page 65.
    Networks
    You cannot see the other computers on your network
    ■Make sure that your Ethernet cable is plugged into the Ethernet jack on your 
    computer. Make sure that the other end is plugged into a router or cable or DSL 
    modem.
    ■Make sure that all computers are plugged into a powered electrical outlet and 
    turned on.
    ■Make sure that the router is plugged into a powered electrical outlet and turned 
    on. Most routers have lights that indicate they are working. For more information, 
    see the documentation that came with your router.
    ■Make sure that all computers on your network have the same workgroup name.
    ■Make sure that all computers are using the same Subnet Mask.
    ■If you assigned IP addresses to the computers, make sure that all computers have 
    different IP addresses. For home networks, IP addresses should be 192.168.N.N 
    where N is a number you assign between 0 and 254. The first N should be the 
    same for all computers on your network and the second N should be different for 
    all computers on your network. 
    						
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    Troubleshooting
    Your Ethernet network is running slower than you expect
    ■If your Ethernet network is running slower than you expect, check the speed of 
    each Ethernet component. For best results, all Ethernet components should be 
    standard Ethernet (10 Mbps), Fast Ethernet (100 Mbps or 10/100 Mbps), or Gigabit 
    Ethernet (1000 Mbps or 10/100/1000 Mbps). A mixture of Ethernet, Fast Ethernet, 
    and Gigabit Ethernet components will result in your network running at the 
    slowest component speed.
    You cannot connect to your company network
    Every network is unique. Contact your company computer department or network 
    administrator for help. For more information about setting up a network in your home, 
    see “Networking Your Computer” on page 49.
    Passwords
    Your computer does not accept your password
    Make sure that CAPS LOCK is turned off, then retype the password.
    Power
    Your computer will not turn on
    ■Make sure that your power cord is connected correctly to your computer.
    ■If your computer is plugged into a surge protector, make sure that the surge 
    protector is connected securely to an electrical outlet, turned on, and working 
    correctly. To test the outlet, plug a working device, such as a lamp, into the outlet 
    and turn it on.
    ■Make sure that the power cord is free from cuts or damage. Replace any damaged 
    cables.
    Printer
    The printer will not turn on
    ■Make sure that the printer is online. Many printers have an online/offline button 
    that you may need to press.
    ■Make sure that the power cable is plugged into an AC power source.
    Help and 
    SupportFor more information about network troubleshooting, click Start, then 
    click Help and Support. Type the keyword network 
    troubleshooting in the Search box  , then 
    click the arrow. 
    						
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    Chapter 8: Troubleshooting
    The printer is on but will not print
    ■Check the cable between the printer and your computer. Make sure that it is 
    connected to the correct port.
    ■Make sure that the printer is online. Many printers have an online/offline button 
    that you may need to press so the printer can start printing. Press the button to 
    put the printer online.
    ■Check the cable for bent or broken pins.
    ■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:
    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 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.
    ■Reinstall the printer driver. See the guide that came with your printer for 
    instructions on installing the printer driver.
    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:
    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 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.
    Help and 
    SupportFor more information about printer troubleshooting, click Start, then 
    click Help and Support. Type the keyword printer troubleshooter 
    in the Search box  , then click the arrow. 
    						
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