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95
To recover pre-installed device drivers, click Device 
driver recovery, click the type of driver you want to 
recover, then click Next. 
3If the software or driver is not shown on the list, and 
you have a multiple-disc set of recovery discs, close 
Gateway Recovery Center and try another disc.
Using Microsoft System Restore
Microsoft System Restore periodically takes “snapshots” of 
your system settings and saves them as restore points. In 
most cases of hard-to-resolve software problems, you can 
return to one of these restore points to get your system 
running again.
Windows automatically creates an additional restore point 
each day and each time you install software or device drivers. 
You can also create a restore point manually. For instructions, 
see “Manually creating a restore point” on page 97.
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To restore using Microsoft System Restore:  
1Click (Start), Control Panel, System and 
Maintenance, then click Backup and Restore Center. 
The Backup and Restore Center opens.
2On the left side of the window, click Repair Windows 
using System Restore, then click Next. The Choose a 
restore point dialog box opens.
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3Click the restore point you want, click Next, then click 
Finish. A confirmation message box appears.
4Click Ye s. Your system is restored using the restore 
point you specified.
Manually creating a restore point
To manually create a restore point:  
1Click (Start), Control Panel, System and 
Maintenance, then click Backup and Restore Center. 
The Backup and Restore Center opens.
2On the left side of the window, click Create a restore 
point or change settings, then click Next. The System 
Properties dialog box opens to the System Protection 
tab.
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3Click Create. The Create a restore point dialog box 
opens.
4Type a description for the restore point (such as the date 
and time), then click Create. The restore point is 
created.
5Click OK.
Recovering your system to its factory 
condition
If your computer’s problems are not solved by any of the 
other recovery options, you may need to recover its hard drive 
to its factory condition. This process is called a factory 
recovery.
To delete everything on your hard drive and re-install all 
factory software:  
1If you can still run Windows:
aClick (Start), All Programs, Gateway Recovery 
Center, then click Gateway Recovery Center. The 
Gateway Recovery Center opens.
bClick Recovery, then click Next. Your computer 
restarts.
- OR -
If you cannot run Windows:
cTurn on or restart your computer.
dWhile the computer is starting up, repeatedly press 
F8 until the Recovery Options screen opens. If 
Windows loads instead, restart the computer and try 
again. Caution
A complete factory recovery deletes everything on your hard drive, then 
reinstalls Windows and any pre-installed software and device drivers. If you are 
able to access important files on your hard drive, back them up now. 
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2Press the arrow keys on your keyboard to select Repair 
Your Computer, then press E
NTER.
Gateway System Recovery starts, and the System 
Recovery Options dialog box opens.
3Select a language and keyboard layout, then click Next.
4Click the User name box to select a Windows user 
account, click in the Password box and type the user 
account’s password (if any), then click Next. The System 
Recovery Options menu opens.
5Click Restore Application. The Welcome to Gateway 
System Recovery window opens.
6Click Next, click Full factory recovery, then click Next.
7Click Ye s, then click Next. The Factory image recovery 
window opens, which shows you the progress of the 
system recovery.
When recovery is finished, the Recovery is complete 
window opens.
8Click Finish, then click Restart. Your computer restarts 
into its original factory condition.
Recovering your system using the 
Windows DVD
If you install a new hard drive or completely re-format your 
original hard drive, you must recover your system using the 
Windows Vista operating system DVD. You will also need to 
recover your computer’s pre-installed software and device 
drivers.
To completely re-install Windows:  
1Insert the Windows DVD into one of your computer’s 
DVD-capable drives, then restart your computer.
2When the prompt “Press any key to boot from CD 
or DVD” appears, press any key on your keyboard. A list 
of valid boot devices appears.
3Press the arrow keys to select the drive containing the 
Windows DVD, then press E
NTER and follow the 
on-screen instructions.Caution
Continuing with the full factory recovery will delete everything 
on your hard drive. If your computer has multiple hard drives, recovery 
will delete everything on only the primary (operating system) hard drive. 
If your computer’s hard drive has multiple partitions, recovery will 
delete everything on only the operating system partition.
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4After Windows is completely re-installed, use your 
software and driver recovery discs to recover your 
computer’s pre-installed software and device drivers. 
For instructions, see “Recovering pre-installed software 
and drivers using recovery discs” on page 94.
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.
War ning
To 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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•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.
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Te lep h o ne  n um b er s
Gateway offers a wide range of customer service, Customer 
Care, and information services.
Automated troubleshooting system
Te le p h on e  n um b ers
You can access the following services through your telephone 
to get answers to your questions:
Service descriptionHow to reach
Use an automated menu system and your telephone 
keypad to find answers to common problems.800-846-2118
(US and Canada)
ResourceService descriptionHow to reach
Answers by 
GatewayGet tutorial assistance for 
hardware and software issues.www.gateway.com/answers
Gateway 
Customer 
CareTalk to a Gateway Customer 
Care representative about a 
non-tutorial technical support 
question. 
(See “Before calling Gateway 
Customer Care” on page 100 
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 or side of 
your computer.
605-232-2191
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)
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Self-help
If you have how-to questions about using your 
Gateway-supplied hardware or software, see the following 
resources:
•The printed or online documentation that came with 
your hardware or software. In many cases, additional 
product information and online documentation for 
Gateway-supplied hardware can be found in our Web 
site's Documentation Library.
•This Reference Guide and the online User Guide.
•The software publisher’s Web site.
Tutoring
Answers by GatewaySM is a telephone service that provides 
answers to all of your “How do I...” questions on Gateway 
computers. For more information, go to 
www.gateway.com/answers
.
Training
Gateway provides the following computer-based training:Help
For more how-to information about Windows, click Start, then click Help 
and Support. Type practice in the Search Help box, then press ENTER.
ResourceService descriptionFor more information
Gateway 
Learning 
LibrariesA variety of courses and 
tutorials are available on CD. 
Select from several 
easy-to-use learning libraries.www.gateway.com/training
Online 
Training from 
Learn With 
GatewayMore than 450 online courses 
are available from 
Learn With Gateway. All you 
have to do is go online and log 
in. You select the subject 
matter, and the learning 
format (self-paced tutorials or 
virtual classrooms), all from 
the comfort of your computer.www.learnwithgateway.com
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