Gateway Profile 5 Manual

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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...

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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...

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■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...

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■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 74.
Your 56K modem...

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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...

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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...

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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.
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...

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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.
■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 instructions for adding 
additional memory.
You see a “Printer is out of paper” error message...

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Telephone support
Before calling Gateway Customer Care
If you have a technical problem with your computer, follow these recommendations before 
contacting Gateway Customer Care:
■Make sure that your computer is connected correctly to a grounded AC outlet that is 
supplying power. If you use a surge protector, make sure that it is turned 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...

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Telephone numbers
Gateway offers a wide range of customer service, Customer Care, 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 and Canada)
Resource Service description How to reach
Gateway’s 
fee-based 
software tutorial...