Gateway Profile 6 Service Manual

							www.gateway.com
75
•DVDs and DVD drives contain regional codes that help 
control DVD title exports and help reduce illegal disc 
distribution. To be able to play a DVD, the disc’s regional 
code and your DVD drive’s regional code must match.
The regional code on your DVD drive is determined by 
your computer’s delivery address. The regional code for 
the United States and Canada is 1. The regional code for 
Mexico is 4. Your DVD drive’s regional code must match 
the regional code for the disc. The regional code for the 
disc is on the disc, disc documentation, or disc 
packaging.
If the DVD movie does not play, the disc’s regional code 
and your DVD drive’s regional code may not match.
Diskette drive
The diskette drive is not recognized
•Shut down and restart your computer.
You cannot save a file to diskette or you see the message 
“disk is full or write-protected”
•Make sure that the write-protection tab on the 
upper-right corner of the diskette is down 
(unprotected).
•Delete unnecessary files on the diskette and try 
again.
•Make sure that the diskette you are using is 
IBM-compatible.
•Try a different diskette. Occasionally diskettes are 
flawed and cannot be read by the diskette drive.
•Run Error-checking on the diskette. For more 
information, see “Checking the hard drive for errors” 
on page 63. If errors are detected and corrected, try 
using the diskette again.
You see an “Access Denied” or “Write protect” error 
message
•Move the write-protection tab in the upper-right 
corner of the diskette down (unprotected).
•The diskette may be full. Delete unnecessary files on 
the diskette and try again.
•Make sure that the diskette you are using is 
IBM-compatible.
•Try a different diskette. Occasionally diskettes are 
flawed and cannot be read by the diskette drive.
8512032.book  Page 75  Tuesday, January 9, 2007  1:47 PM 
						

							CHAPTER6: Troubleshooting
76
You see a “Disk is full” error message
•Delete unnecessary files on the diskette.
•Try a different diskette. Occasionally diskettes are 
flawed and cannot be read by the diskette drive.
•Run Error Checking on the diskette. For more 
information, see “Checking the hard drive for errors” 
on page 63.
You see a “Non-system disk” or “Disk error” error message
•Eject the diskette from the diskette drive, then press 
E
NTER.
•Make sure that the diskette you are using is 
IBM-compatible.
The diskette drive LED is lit continuously
•Remove the diskette from the drive. If the light stays 
on, try restarting your computer.
DVD drives
•See “CD or DVD drives” on page 73.
Ethernet
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.
•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.
8512032.book  Page 76  Tuesday, January 9, 2007  1:47 PM 
						

							www.gateway.com
77
The computer does not recognize an add-in Ethernet card
•Shut down and restart your computer.
•Make sure that you have installed the required 
software. For more information, see the documentation 
that came with your Ethernet card.
•Reseat the card. For more information, about opening 
your computer case, see your hardware reference. For 
more information about your Ethernet card, see the 
documentation that came with your Ethernet card.
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.
File management
A file was accidentally deleted
If a file was deleted while holding down the S
HIFT 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. Help
For more information about restoring deleted files, click Start, then click 
Help and Support. Type System Restore in the Search Help box, then 
press E
NTER.
8512032.book  Page 77  Tuesday, January 9, 2007  1:47 PM 
						

							CHAPTER6: Troubleshooting
78
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 “Deleting unnecessary files” on page 62.
•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.
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” on page 63.
The hard drive cannot be accessed, or you see a “General 
failure reading drive C” error message
•If your computer has been subjected to static electricity 
or physical shock, you may need to reinstall the 
operating system.Help
For more information about file management, click Start, 
then click Help and Support. Type file management in the 
Search Help box, then pressE
NTER.
CautionAll deleted files will be lost when you empty the Recycle Bin.
8512032.book  Page 78  Tuesday, January 9, 2007  1:47 PM 
						

							www.gateway.com
79
Internet
See also “Modem (dial-up)” on page 81.
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 your setup poster 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 your setup poster to 
make sure that the connections have been made 
correctly.
•Make sure that your account with your Internet service 
provider (ISP) is set up correctly. Contact your ISP 
technical support for help.
•Make sure that you do not have a problem with your 
modem. For more information, “Modem (dial-up)” on 
page 81.
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.Help
For more information about troubleshooting Internet 
connections, click Start, then click Help and Support. Type 
troubleshooting connections in the Search Help box, then 
press E
NTER.
8512032.book  Page 79  Tuesday, January 9, 2007  1:47 PM 
						

							CHAPTER6: Troubleshooting
80
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.
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.
8512032.book  Page 80  Tuesday, January 9, 2007  1:47 PM 
						

							www.gateway.com
81
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 card reader
Drive letters for the memory card slots do not appear in 
the My Computer window
•Reboot your computer.
Modem (cable or DSL)
•See the documentation that came with your modem for 
additional troubleshooting information.
Modem (dial-up)
See also “Internet” on page 79.
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 
your setup poster 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.
•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.
8512032.book  Page 81  Tuesday, January 9, 2007  1:47 PM 
						

							CHAPTER6: Troubleshooting
82
  To check the dialing properties:
1Click  (Start), then click Control Panel. The 
Control Panel window opens.
2Click Hardware and Sound, then click Phone and 
Modem Options. The Phone and Modem Options 
dialog box opens.
3If this is the first time you have accessed this 
category, the Location Information dialog box 
opens. Enter the information for your area, then 
click OK.
4Click the Dialing Rules tab, click the location from 
which you are dialing, then click Edit.
5Make 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 as1). 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.
•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.Help
For more information about dialing properties, click Start, then 
click Help and Support. Type dialing in the Search Help box, then 
press E
NTER.
8512032.book  Page 82  Tuesday, January 9, 2007  1:47 PM 
						

							www.gateway.com
83
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 79.
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 your 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 cable standards and 
may cause problems with the 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.
3Click Hardware and Sound, then click Phone and 
Modem Options. The Phone and Modem Options 
dialog box opens.
8512032.book  Page 83  Tuesday, January 9, 2007  1:47 PM 
						

							CHAPTER6: Troubleshooting
84
4Click the Modems tab, click 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. 
2Click Hardware and Sound, then click Phone and 
Modem Options. The Phone and Modem Options 
dialog box opens.
3Click the Modems tab, click 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.
Monitor
The screen resolution is not correct
•Change the screen resolution from the Display Settings 
dialog box. For more information, see the “Customizing 
Windows” chapter in the online User Guide. Help
For more information about modem troubleshooting, click Start, 
then click Help and Support. Type modem troubleshooting in the 
Search Help box, then press E
NTER.
8512032.book  Page 84  Tuesday, January 9, 2007  1:47 PM