Gateway Profile 5 Manual
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75www.gateway.com 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.
76www.gateway.com 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.
77www.gateway.com ■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. ■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. 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.
78www.gateway.com ■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 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. 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.
79www.gateway.com 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. 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. 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.
80www.gateway.com 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 52. Networks 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 87. For more information about troubleshooting your network, see “Troubleshooting Your Ethernet network” on page 121. 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. 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.
81www.gateway.com 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 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.
82www.gateway.com 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 After adding paper, make sure that the printer is online. Most 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” on page 26. ■Make sure that mute controls are turned off. For more information, see “Adjusting the volume” on page 26. ■If you are using external speakers, see the speaker setup poster to check your speaker connections. 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. Help and SupportFor more information about sound troubleshooting, click Start, then click Help and Support. Type the keyword sound troubleshooter in the Search box , then click the arrow.
83www.gateway.com 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 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, see: ■Online Help ■Printed documentation ■The Microsoft Windows documentation ■The software publisher’s Web site ■See the troubleshooting section of this chapter. ■Have your customer 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. ■Make sure that your computer is nearby at the time of your call. The technician may have you follow 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.
84www.gateway.com 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 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 Customer CareTalk to a Gateway Customer Care representative about a non-tutorial technical support question. (See “Before calling Gateway Customer Care” on page 83 before calling.) TDD Customer Care (for hearing impaired) is available: Weekdays 8:00 a.m. - 10:00 p.m. Pacific Time Weekends 8:00 a.m. - 7:00 p.m. Pacific TimeGateway Customer Care telephone numbers vary by country or region. See the label on the front of your computer. 800-846-1778 (US) 605-232-2191 (all other countries) Sales, accounting, and warrantyGet information about available systems, pricing, orders, billing statements, warranty service, or other non-technical issues.800-846-2000 (US) 888-387-7752 (Canada)