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Gateway 400 series User Manual

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    Chapter 15: Upgrading Your Notebook
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    Troubleshooting
    This chapter provides some solutions to common notebook 
    problems. Read this chapter to learn how to:
    Troubleshoot typical hardware and software problems
    Get telephone support
    Use automated troubleshooting systems
    Get tutoring and training
    If the suggestions in this chapter do not correct the 
    problem, see “Getting Help” on page 35 for more 
    information about how to get help. 
    						
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    Chapter 16: Troubleshooting
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    Safety guidelines
    While troubleshooting your notebook, follow these safety guidelines:
    Never remove the memory bay cover or hard drive while your notebook 
    is turned on, while the battery is installed, and while the modem cable, 
    network cable, and AC power adapter are connected.
    Make sure that you are correctly grounded before accessing internal 
    components. For more information about preventing damage from static 
    electricity, see “Preventing static electricity discharge” on page 212.
    After you complete any maintenance tasks where you remove the memory 
    bay cover or hard drive kit, make sure that you replace the cover or hard 
    drive kit, reinstall any screws, then replace the battery before you start your 
    notebook.
    WarningDo not try to troubleshoot your problem if power cords or 
    plugs are damaged, if your notebook was dropped, or if 
    the case was damaged. Instead, unplug your notebook 
    and contact a qualified computer technician. 
    						
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    First steps
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    First steps
    If you have problems with your notebook, try these things first:
    Make sure that the AC power adapter is connected to your notebook and 
    an AC outlet and that the AC outlet is supplying power.
    If you use a power strip or surge protector, make sure that it is turned on.
    If a peripheral device (such as a keyboard or mouse) does not work, make 
    sure that all connections are secure.
    Make sure that your hard drive is not full.
    If an error message appears on the screen, write down the exact message. 
    The message may help Gateway Technical Support in diagnosing and fixing 
    the problem.
    If you added or removed peripheral devices, review the installation 
    procedures you performed and make sure that you followed each 
    instruction.
    If an error occurs in a program, see the program’s printed documentation 
    or the online help.
    Software support tools
    Your notebook may include the following support tool to help you diagnose 
    and fix problems:
    PC Doctor is a comprehensive hardware diagnostic and system information 
    tool that can test your notebook and determine its configuration. 
    PC Doctor provides 85 professional diagnostic tests directly from your 
    notebook.
    This support tool is available from HelpSpot or by clicking 
    Start, All Programs, 
    then clicking 
    Gateway Utilities.
    Help and 
    SupportFor more information about troubleshooting in 
    Windows XP, click Start, then click Help and Support.
    Type the keyword troubleshooting in the HelpSpot 
    Search box  , then click the arrow. 
    						
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    Chapter 16: Troubleshooting
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    Troubleshooting
    CDs, DVDs, or DVD drives
    Your notebook does not recognize a disc or the drive
    The disc may not be seated correctly in the tray. When you place a disc 
    on the tray, make sure that you press the disc firmly onto the spindle so 
    the retainers hold the disc in place.
    Make sure that the disc label is facing up, then try again.
    Try a different disc. Occasionally discs are flawed and cannot be read by 
    the drive.
    Some music CDs have copy protection software. You may not be able to 
    play these CDs on your notebook.
    Your notebook may be experiencing some temporary memory problems. 
    Shut down and restart your notebook.
    Clean the disc. For more information, see “Cleaning CDs or DVDs” on 
    page 228.
    An audio CD does not produce sound
    Make sure that the CD label is facing up, then try again.
    Some music CDs have copy protection software. You may not be able to 
    play these CDs on your notebook.
    Make sure that the volume control on your notebook is turned up. For 
    more information, see “System key combinations” on page 26.
    Make sure that the Windows volume control is turned up. For more 
    information, see “Adjusting the volume” on page 76.
    Make sure that Mute controls are turned off. For more information about 
    the mute setting, see “System key combinations” on page 26 or “Adjusting 
    the volume” on page 76.
    Make sure that headphones are not plugged into the headphone jack. For 
    the location of the headphone jack, see “Left side” on page 3.
    If you are using powered speakers, make sure that they are plugged in and 
    turned on.
    Clean the CD. For more information, see “Cleaning CDs or DVDs” on 
    page 228. 
    						
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    Troubleshooting
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    Your notebook may be experiencing some temporary memory problems. 
    Shut down and restart your notebook.
    Reinstall the audio device drivers. For more information, see “Reinstalling 
    device drivers” on page 201.
    A DVD movie will not play
    Make sure that the label or side you want to play is facing up, then try 
    again.
    Shut down and restart your notebook.
    Clean the DVD. For more information, see “Cleaning CDs or DVDs” on 
    page 228.
    DVD discs and 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 notebook’s 
    delivery address. The regional code for the United States and Canada is 1. 
    The regional code for Mexico is 2. Your DVD drive’s regional code must 
    match the regional code of the disc. The regional code for the disc is on 
    the disc, disc documentation, or packaging.
    If the DVD movie does not play, the disc’s regional code and your DVD 
    drive’s regional code may not match.
    Make sure that the InterVideo program has been installed on your 
    notebook. See “Playing a DVD” on page 96 for more information. 
    						
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    Chapter 16: Troubleshooting
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    Cleaning CDs or DVDs
    Wipe from the center to the edge, not around in a circle, using a product made 
    especially for the purpose.
    Device installation
    You have computer problems after adding a new device
    Sometimes a new device, such as a PC Card, can cause a system resource (IRQ) 
    conflict. Check IRQ usage to determine if there is an IRQ conflict.
    To check IRQ usage:
    1Click Start, then click Control Panel. The Control Panel window opens. 
    If your Control Panel is in Category View, click 
    Performance and 
    Maintenance
    .
    2Click/Double-click System, click the Hardware tab, then click Device 
    Manager
    . The Device Manager window opens.
    3Click View, then click Resources by type. Double-click Interrupt request 
    (IRQ)
    . All IRQs and their hardware assignments are displayed.
    Help and 
    SupportFor more information about IRQs in Windows XP, click 
    Start, then click Help and Support.
    Type the keyword IRQs in the HelpSpot Search box 
    , then click the arrow. 
    						
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    Troubleshooting
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    To free IRQ resources for the new device:
    1In the Device Manager window, check the device list for a resource 
    conflict. A resource conflict appears as a black exclamation point in 
    a yellow circle.
    2Remove the device you are trying to install, then determine which 
    one of the existing devices or ports you can disable.
    3Right-click the device or port you want to disable, then click Disable. 
    The device or port is disabled.
    Diskette drive
    The diskette drive is not recognized
    Shut down and restart your notebook.
    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.
    Not all diskettes are IBM-compatible. 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.
    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 189. If errors are detected and corrected, 
    try using the diskette again.
    You see a “Non-system disk”, “NTLDR is missing”, or “Disk error” 
    error message
    Eject the diskette from the diskette drive, then press ENTER. 
    						
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    Chapter 16: Troubleshooting
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    Make sure that the diskette you are using is IBM-compatible.
    The diskette drive status indicator is lit continuously
    Remove the diskette from the drive. If the indicator stays on, try restarting 
    your notebook.
    Display
    The screen is too dark
    Adjust the brightness using the system keys. For more information, see 
    “System key combinations” on page 26.
    The screen resolution is not correct
    Change the screen resolution from the Display Properties dialog box. For 
    more information, see “Adjusting the screen resolution” on page 145.
    The text on the display is dim or difficult to read
    Adjust the brightness and contrast using the system keys. For more 
    information, see “System key combinations” on page 26.
    Change the display settings. For more information, see “Adjusting the 
    screen and desktop settings” on page 144.
    Move your notebook away from sources of electrical interference, such as 
    televisions, unshielded speakers, microwaves, fluorescent lights, and metal 
    beams or shelves.
    The display has pixels that are always dark or too bright
    This condition is normal and inherent in the TFT technology used in 
    active-matrix LCD screens. Gateway’s inspection standards keep these to 
    a minimum. If you feel these pixels are unacceptably numerous or dense 
    on your display, contact Gateway Technical Support to identify whether 
    a repair or replacement is justified based on the number of pixels affected.
    Help and 
    SupportFor more information about changing the screen resolution 
    in Windows XP, click Start, then click Help and Support.
    Type the keyword screen resolution in the HelpSpot 
    Search box  , then click the arrow. 
    						
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    Troubleshooting
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    File management
    A file was accidentally deleted
    If a file was deleted at a DOS prompt or in Windows 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 tried 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 more 
    information, see “Using Disk Cleanup” on page 188.
    Empty the Recycle Bin by right-clicking the Recycle Bin icon, then clicking 
    Empty Recycle Bin.
    Save your files to a diskette or another drive. If the hard drive is full, copy 
    any files not regularly used to diskettes or other backup media, then delete 
    them from the hard drive.
    Help and 
    SupportFor more information about restoring deleted files in 
    Windows XP, click Start, then click Help and Support.
    Type the keyword System Restore in the HelpSpot Search 
    box  , then click the arrow.
    CautionAll deleted files will be lost when you empty the Recycle 
    Bin. 
    						
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