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CHAPTER 6: Troubleshooting

100

Technical 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
an AC power outlet that is supplying power. If you use
a surge protector or power strip, 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:

•

Its online Help

•

Its printed documentation

•

Its 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.

Calling Customer Care

For the contact number, see your setup poster. The label on top
of your computer contains information that identifies your
computer model and serial number. Gateway Customer Care
will need this information if you call for assistance.
The Microsoft Certificate of Authenticity label found on the
back of your computer includes the product key code for your
operating system. If you ever reinstall Windows from the
installation DVD, you will need to enter these numbers to
activate Windows.

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Содержание GM5684E

Страница 1: ...REFERENCEGUIDE 8513016 book Page a Wednesday April 16 2008 12 01 PM...

Страница 2: ...8513016 book Page b Wednesday April 16 2008 12 01 PM...

Страница 3: ...repetitive strain 14 Preparing power connections 14 Protecting from power source problems 14 Checking the voltage selection 15 Connecting to a broadband modem or network 15 Connecting a dial up modem...

Страница 4: ...olor panel 38 Installing memory 41 Adding or replacing an optical disc drive 43 Replacing the memory card reader 45 Adding or replacing a hard drive 47 Replacing the heat sink and processor 49 Adding...

Страница 5: ...sferring files and settings manually 71 Chapter 6 Troubleshooting 73 Safety guidelines 74 Try these steps first 74 Error messages 75 Internet and networking 76 Internet 76 Modem cable or DSL 77 Modem...

Страница 6: ...ng to a previous system condition 96 Returning your system to its factory condition 97 Technical support 100 Before calling Gateway Customer Care 100 Calling Customer Care 100 Appendix A Legal Notices...

Страница 7: ...About This Reference About this guide Accessing the online User Guide Gateway contact information Microsoft Certificate of Authenticity For more information 8513016 book Page 1 Wednesday April 16 200...

Страница 8: ...essing the online User Guide In addition to this guide your User Guide has been included on your hard drive Your User Guide is an in depth easy to read manual that includes information on the followin...

Страница 9: ...Authenticity label found on the back or side of your computer includes the product key code for your operating system If you ever reinstall Windows from the installation DVD you will need to enter th...

Страница 10: ...CHAPTER 1 About This Reference 4 8513016 book Page 4 Wednesday April 16 2008 12 01 PM...

Страница 11: ...CHAPTER2 5 Checking Out Your Computer Front Back 8513016 book Page 5 Wednesday April 16 2008 12 01 PM...

Страница 12: ...ive Microphone jack Power button power indicator DVD CD drive optional Headphone jack IEEE 1394 FireWire port USB ports Video jack optional Audio left jack optional Audio right jack optional Removable...

Страница 13: ...6 pin IEEE 1394 ports Removable hard drive optional Use this bay to connect a removable hard drive Headphone jack Plug powered analog front speakers an external amplifier or headphones into this jack...

Страница 14: ...eyboard port Plug a PS 2 keyboard into this port PS 2 mouse port PS 2 keyboard port Voltage switch Power connector Ethernet network jack Audio in side speaker jack Case cover thumbscrew Headphone fron...

Страница 15: ...nna optional and connectors Connect this antenna to your wireless network antenna card optional Case cover thumbscrew Remove this screw before opening the case PS 2 mouse port Plug a PS 2 mouse into t...

Страница 16: ...e left and right speakers into this jack For more information see Configuring the audio jacks on page 31 Video card optional Plug a VGA blue connector or DVI white connector monitor into a port on thi...

Страница 17: ...Connecting a dial up modem Starting your computer Turning off your computer Restarting rebooting your computer Using the keyboard Using the mouse Using optical drives Using the memory card reader Adj...

Страница 18: ...el to the floor Adjust the screen so it is perpendicular to your line of sight and the top of the screen is no higher than eye level Place your feet flat on the floor or on a footrest Keep ventilation...

Страница 19: ...is the appropriate height and the chair helps you maintain good posture Select a flat surface for your computer desk Adjust the height of the computer desk so your hands and arms are positioned parall...

Страница 20: ...your computer can increase to far above normal levels and cause data loss or system damage Protect your computer and peripheral devices by connecting them to a surge protector which absorbs voltage s...

Страница 21: ...a wired Ethernet network To connect to a broadband modem or to an Ethernet network 1 Insert one end of the network cable into the network jack on the back of your computer 2 Insert the other end of th...

Страница 22: ...nections 3 If you are starting your computer for the first time follow the on screen instructions to select the language and time zone and to create your first user account 4 Attach and turn on any US...

Страница 23: ...does turn off or slow down most system operations to save power and saves your desktop layout so the next time you restore power the programs are laid out just as you left them Waking your computer fr...

Страница 24: ...1 Click Start click the arrow next to the lock icon then click Shut Down The computer turns off 2 To completely disconnect all power such as for servicing internal components also disconnect the power...

Страница 25: ...tons to copy cut and paste Function keys Press these keys to start program actions Each programusesdifferentfunctionkeysfordifferent purposes See the program documentation to find out more about the f...

Страница 26: ...esponding key to activate the function Windows keys Press one of these keys to open the Windows Start menu These keys can also be used in combination with other keys to open utilities like F Find Sear...

Страница 27: ...SCROLL LOCK keys are activated Press the corresponding key to activate the function Windows keys Press one of these keys to open the Windows Start menu These keys can also be used in combination with...

Страница 28: ...e computer display This illustration shows the standard mouse As you move the mouse the pointer arrow on the display moves in the same direction You can use the left and right buttons on the mouse to...

Страница 29: ...ect an object on the computer display Position the pointer over the object Quickly press and release the left mouse button This is called clicking Start a program or open a file or folder Position the...

Страница 30: ...al disc drive 2 Place the disc in the tray with the label facing up 3 Press the eject button to close the tray Important When you place a single sided disc in the tray make sure that the label side is...

Страница 31: ...playing audio CDs playing DVDs and accessing data DVD RW Installing programs playing audio CDs playing DVDs accessing data and recording video and data to CDs and DVD R or DVD RW discs DVD R RW Instal...

Страница 32: ...full length movies several albums of music or several gigabytes of data can fit on a single disc DVDs can be played on a DVD player or a DVD drive equipped computer For more information about playing...

Страница 33: ...cording to optical discs You can use the disc burning program on your computer to copy tracks from a music CD to your hard drive copy or create data discs create music CDs create video DVDs and more F...

Страница 34: ...card reader and the slots to use for each type of card examine the face plate of the reader Each slot is assigned a different drive letter for example the E and F drives so data can be transferred fr...

Страница 35: ...eakers OR Use the mute and volume control buttons on the keyboard For more information see Using the keyboard on page 19 To adjust the volume from Windows 1 Click Volume on the taskbar The volume cont...

Страница 36: ...you can click and drag sliders for individual devices 5 Click X in the top right corner of the window to close it Tip Adjust the Windows Sounds slider to change system sounds volume independently of...

Страница 37: ...he Realtek Sound Effect Manager installed double click the Sound Effect Manager icon on the taskbar The Realtek dialog box opens 4 Follow the on screen instructions to configure the audio jacks for yo...

Страница 38: ...puter will prompt you to install any software the device needs After doing this you can disconnect and reconnect the device at any time Parallel and serial port devices are not plug and play See the d...

Страница 39: ...color panel Installing memory Adding or replacing an optical disc drive Replacing the memory card reader Adding or replacing a hard drive Replacing the heat sink and processor Adding or replacing an e...

Страница 40: ...istatic bags only when you are ready to use them Do not lay components on the outside of antistatic bags because only the inside of the bags provide electrostatic protection Always hold expansion card...

Страница 41: ...l device cables 3 Press the power button for ten seconds to drain any residual power from your computer 4 Loosen the two captive thumbscrews on the back edge of the side panel These screws cannot be r...

Страница 42: ...front bezel 1 Remove the side panel by following the instructions in Removing the side panel on page 35 2 Press the three bezel retention tabs then swing the left side of the bezel away from the compu...

Страница 43: ...el into the slots on the right side of the computer 2 Swing the left side of the bezel in to insert the release tabs on the left side of the bezel into the slots on the left side of the computer 3 Pre...

Страница 44: ...the two thumbscrews on the back edge of the side panel then reconnect the cables and power cord Replacing the color panel To replace the color panel on the front bezel 1 Find the panel release lever i...

Страница 45: ...ezel You should press the two points against the computer until you hear or feel a click which is the sound of the panel s internal locking tabs unlocking 3 Swing the bottom of the panel away from the...

Страница 46: ...s You should press the two points against the computer until you hear or feel a click which is the sound of the panel s internal locking tabs locking the panel partially into place 6 While pressing th...

Страница 47: ...For more stability place your computer on its side To avoid scratching the case place it on a towel or other non abrasive surface 3 Find the memory module banks on your system board 4 If you are remo...

Страница 48: ...he module is secure you hear a click 6 Replace the side panel by following the instructions in Replacing the side panel on page 38 7 Return your computer to its upright position 8 Reconnect the cables...

Страница 49: ...o Step 8 For the location of the screws see the photo in Step 6 4 If you are replacing an existing drive disconnect the cables from the drive noting their locations and orientation You will reconnect...

Страница 50: ...on the drive then replace the two drive retention screws 9 Reconnect the drive cables using your notes from Step 4 or according to the manufacturer s instructions 10 Replace the front bezel by followi...

Страница 51: ...he front bezel on page 36 3 Slide the top bezel toward the front of the computer about 3 4 inch then remove it from your computer 4 Remove the two screws that secure the card reader to the computer To...

Страница 52: ...ved previously 7 Plug the cable into the card reader 8 Place the top bezel on top of the computer then slide bezel toward the back of the computer until it clicks into place 9 Reinstall the bezel by f...

Страница 53: ...ide panel on page 35 2 Disconnect and label all hard drive cables noting their locations and orientation You will reconnect the cables after you install the new drive 3 Disconnect the hard drive cage...

Страница 54: ...cage 7 If you are replacing a drive note any jumper settings on the old drive and set the jumper on the new drive to be the same OR If you are adding a new drive set the jumper as instructed by the d...

Страница 55: ...he new hard drive as your primary drive install Windows using the operating system DVD that came with your computer For more information on restoring your system see Recovering your system on page 92...

Страница 56: ...elease lever down lift it completely up then lift the processor retention bracket 6 Remove the processor from the system board 7 Install the new processor onto the system board Make sure that Pin 1 on...

Страница 57: ...o the system board 10 Connect the heat sink fan cable to the system board 11 Replace the side panel by following the instructions in Replacing the side panel on page 38 Adding or replacing an expansio...

Страница 58: ...into place 8 Replace the side panel by following the instructions in Replacing the side panel on page 38 Replacing the system battery If the computer clock does not keep time or the settings in the BI...

Страница 59: ...mputer on its side To avoid scratching the case place it on a towel or other non abrasive surface 7 Locate the old battery on the system board and note its orientation You will need to install the new...

Страница 60: ...all your settings and exit the BIOS Setup utility Replacing the system board To replace the system board 1 Remove the side panel by following the instructions in Removing the side panel on page 35 2...

Страница 61: ...ocessor on page 49 then install it and the heat sink into the new system board by following the directions in the same procedure 10 Slide the power supply back into the case then install the four scre...

Страница 62: ...CHAPTER 4 Upgrading Your Computer 56 8513016 book Page 56 Wednesday April 16 2008 12 01 PM...

Страница 63: ...g up a maintenance schedule Caring for your computer Cleaning your computer Updating Windows Using BigFix Managing hard drive space Scheduling maintenance tasks Moving from your old computer 8513016 b...

Страница 64: ...or instructions see Creating recovery discs on page 93 Maintenance task Weekly Monthly When needed Create system recovery discs As soon as possible one time only Check for viruses X X X Run Windows Up...

Страница 65: ...easy to break in cold temperatures and can melt or warp in high temperatures Damage due to either extreme is not covered by your warranty As a general rule your computer is safest at temperatures that...

Страница 66: ...t free cloth to clean your computer and other parts of your system Do not use household abrasive or solvent cleaners because they can damage the finish on components Your computer is cooled by air cir...

Страница 67: ...se a soft cloth and water to clean the screen Dampen the cloth never apply liquid directly to the screen then wipe the screen with the cloth To clean a CRT monitor use a soft cloth and glass cleaner t...

Страница 68: ...always get the most recent updates and fixes to protect your computer and keep it running smoothly Windows Update scans your computer and provides you with a tailored selection of updates that apply...

Страница 69: ...s you by flashing the blue taskbar icon To fix the problem click on that icon to open BigFix To start BigFix 1 Click Start All Programs Accessories System Tools then click BigFix 2 To learn more about...

Страница 70: ...Click Start then click Computer The Computer window opens 2 Right click the drive that you want to check for available file space then click Properties Drive space information appears Shortcut Start...

Страница 71: ...lders for the currently logged in user Files from all users on this computer cleans all folders The Disk Cleanup dilalog box opens 3 Click to select the types of files you want to delete then click OK...

Страница 72: ...hen click Computer The Computer window opens 2 Right click the drive that you want to check for errors click Properties then click the Tools tab 3 Click Check Now then click Start Your drive is checke...

Страница 73: ...e your keyboard or mouse because using them may continuously stop and restart the defragmenting process Also if you are connected to a network log off before starting Disk Defragmenter Network communi...

Страница 74: ...ordable drive Use a backup device such as a recordable disc drive to do a complete hard drive backup If you do not have a high capacity backup device and you want to purchase one you can visit the Acc...

Страница 75: ...Click Create Basic Task for basic tasks or click Create Task for more complex tasks then follow the on screen instructions to finish setting up and scheduling the task Help For more information about...

Страница 76: ...ose programs on the new computer before running Windows Easy Transfer Windows Easy Transfer copies only the software s settings not the software itself to the new computer 2 Click Start All Programs A...

Страница 77: ...click Documents The Documents folder opens and displays many of your saved personal data files Go to Step 4 OR In Windows XP click Start then click My Documents The My Documents window opens and displ...

Страница 78: ...Vista click Start then click Search The Search Results window opens OR In Windows XP click Start then click Search The Search Results window opens OR In Windows 98 Windows Me or Windows 2000 click Sta...

Страница 79: ...orking Power Display Printing Optical discs Memory card reader Mouse Keyboard Files Memory Audio Passwords Expansion cards Media Center Checking for device problems Recovering your system Technical su...

Страница 80: ...our computer Your computer was dropped The case was damaged Instead unplug your computer and contact a qualified computer technician Warning Never open your computer case while your computer is turned...

Страница 81: ...on page 86 Operating system not found See You get an Operating system not found error message on page 86 Unable to locate host See You see an Unable to locate host message and are unable to browse the...

Страница 82: ...r ISP technical support to determine whether the Internet outage is widespread a problem they are trying to solve You see an Unable to locate host message and are unable to browse the Internet You may...

Страница 83: ...e mail address consists of a user name the symbol and the Internet domain name of the Internet service provider ISP or company that hosts that user E mail addresses never contain spaces and are not c...

Страница 84: ...erties 1 Click Start type modem then press ENTER 2 If the Location Information dialog box opens enter the information for your area then click OK 3 Click the Dialing Rules tab click the location from...

Страница 85: ...m connection Restart your computer Run Windows modem diagnostics To run modem diagnostics 1 Click Start type modem then press ENTER 2 Click the Modems tab then click Properties 3 Click the Diagnostics...

Страница 86: ...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 co...

Страница 87: ...de The computer is on but there is no picture Make sure that the computer is not in Standby power saving mode Make sure that the monitor is connected to a power outlet and to a video port on your comp...

Страница 88: ...lugged into an AC power source The printer is on but will not print Make sure that the Print to file box is not checked in the Print dialog box If the printer you want to print to is not the default p...

Страница 89: ...r instructions see Checking for device problems on page 91 Your computer may be experiencing some temporary memory problems Restart your computer An audio disc does not produce sound Make sure that th...

Страница 90: ...been temporarily uninstalled using the Remove Hardware icon in the system tray Restart your computer and it will recognize the card reader again Mouse The mouse does not work Make sure that the mouse...

Страница 91: ...re using it again If the keyboard does not work after it dries you may need to replace it Files You get an Insufficient disk space error message Delete unnecessary files from the hard drive using Disk...

Страница 92: ...ted to static electricity or physical shock you may need to reinstall the operating system See Recovering your system on page 92 You get an Operating system not found error message Your computer is un...

Страница 93: ...ons 5 Click OK Memory You see a Memory error message Run the Memory Diagnostic Tool Click Start type Memory Diagnostic Tool then press ENTER Click Restart now and check for problems Your computer rest...

Страница 94: ...the speaker connections See your speakers user guide for more troubleshooting tips Make sure that your computer s universal audiojacks are configured correctly For more information see Configuring th...

Страница 95: ...n lower video quality Check all cable connections Display type The Media Center is best viewed on computer displays Other types of display devices including TVs may provide lower quality video Type of...

Страница 96: ...s user guide You need to burn programs that were recorded with your computer to a DVD using Media Center Media Center saves recorded programs in the DVR MS format You can burn a DVR MS file to a DVD w...

Страница 97: ...Click the symbol to the left of the device type to expand the list of devices The faulty device is marked with a yellow problems or red failed icon 4 To update the device driver a common solution to m...

Страница 98: ...hat were pre installed at the factory see Recovering pre installed software and drivers on page 95 For instructions on reinstalling software and drivers that were not pre installed see that product s...

Страница 99: ...All Programs Gateway then click Gateway Recovery Management Gateway Recovery Management opens 2 To create recovery discs for the hard drive s entire original contents including Windows Vista and all...

Страница 100: ...list then click Next The first disc begins recording and you can watch its progress on the screen When the disc finishes recording the drive ejects it 4 Remove the disc from the drive and mark it wit...

Страница 101: ...need to recover device drivers that did not come pre installed on your computer follow the instructions for updating drivers in Checking for device problems on page 91 To recover your pre installed so...

Страница 102: ...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 also ea...

Страница 103: ...condition You can reinstall using either your hard drive or the recovery discs you have created If you can still run Windows Vista see Recovering from within Windows Vista on page 98 If you cannot ru...

Страница 104: ...splays information about the hard drive that the operating system will be recovered to 4 Click OK The recovery process begins by restarting your computer then continues by copying files to your hard d...

Страница 105: ...drivers 1 Turn on your computer insert the first system recovery disc into your optical disc drive then restart your computer 2 During startup press F10 to open the boot menu The boot menu is where y...

Страница 106: ...t using a program see Its online Help Its printed documentation Its publisher s Web site See the troubleshooting section of this chapter Have yourcustomer ID serialnumber and order number available al...

Страница 107: ...APPENDIXA 101 Legal Notices Important safety information Regulatory compliance statements Environmental information Notices 8513016 book Page 101 Wednesday April 16 2008 12 01 PM...

Страница 108: ...s Make sure you provide adequate space at least 6 inches 15 cm around the system for ventilation when you set up your work area Never insert objects of any kind into the computer ventilation openings...

Страница 109: ...United States of America FederalCommunicationsCommission FCC UnintentionalemitterperFCCPart 15 This device has been tested and found to comply with the limits for a Class B digital device pursuant to...

Страница 110: ...telephone network or premises wiring using a compatible modular jack which is Part 68 compliant See installation instructions for details The Ringer Equivalence Number REN is used to determine the num...

Страница 111: ...tective operation and safety requirements The Department does not guarantee the equipment will operate to the users satisfaction Before installing this equipment users should make sure that it is perm...

Страница 112: ...an antenna discharge unit size of grounding conductors location of antenna discharge unit connection to grounding electrodes and requirements for the grounding electrode Cable distribution system sho...

Страница 113: ...to keep from touching such power lines or circuits Contact with them could be fatal Reference Grounding component 1 Electric service equipment 2 Power service grounding electrode system NEC Art 250 Pa...

Страница 114: ...dingand using the energy saving features of this product where applicable recycling the inner and outer packaging including shipping containers this product was delivered in and by disposing of or rec...

Страница 115: ...istered trademarks of their respective companies Macrovisionstatement If your computer has a DVD compatible drive and an analog TV Out port the following paragraph applies This product incorporates co...

Страница 116: ...APPENDIX A Legal Notices 110 8513016 book Page 110 Wednesday April 16 2008 12 01 PM...

Страница 117: ...g up files 68 battery replacing 52 bezel removing 36 replacing 37 BigFix 63 Blu ray playing 27 recording 27 Blu ray drive locating drive 7 broadband connection 15 modem 15 broadband connection connect...

Страница 118: ...ernet network 9 15 to Internet 9 15 to network 9 15 connections analog speakers 9 audio in 10 cable modem 15 center speaker 9 dial up modem 10 16 digital camera 7 9 31 digital video camera 7 9 31 DSL...

Страница 119: ...ical 24 recordable CD 25 recordable DVD 25 troubleshooting 83 85 DSL modem 15 connecting 9 troubleshooting 77 DVD cleaning 62 copying 27 drive 25 inserting 24 playing 26 recording 27 troubleshooting 8...

Страница 120: ...I IBM Microdrive 28 IEEE 1394 port 7 9 31 indicators Caps Lock 20 21 Num Lock 20 21 numeric keypad 20 21 power 7 Scroll Lock 20 21 installing battery 52 devices 31 digital camera 31 digital video cam...

Страница 121: ...media reader See memory card reader memory adding 41 installing 41 replacing 41 troubleshooting 87 memory card reader 7 inserting card 28 locating 6 memory card types supported 28 removing card 29 re...

Страница 122: ...21 parallel port 32 password troubleshooting 88 PDA memory cards 28 peripheral devices 31 playing audio CD 26 Blu ray Disc 27 DVD 26 Plug and Play devices IEEE 1394 support for 31 USB support for 31 p...

Страница 123: ...9 safety avoiding repetitive strain 14 general precautions 102 guidelines for troubleshooting 74 posture 14 reducing eye strain 13 setting up computer 13 sitting at computer 12 14 static electricity 3...

Страница 124: ...7 DVD drive 83 Ethernet network 80 files 85 general guidelines 74 hard drive 85 Internet connection 76 79 keyboard 85 LCD panel 81 83 memory 87 memory card reader 84 monitor 81 mouse 84 network 80 pas...

Страница 125: ...gateway com Windows Easy Transfer 70 Windows key 20 21 Windows System Restore 92 Windows Update 62 wired Ethernet troubleshooting 80 working safely 12 8513016 book Page 119 Wednesday April 16 2008 12...

Страница 126: ...120 Index 8513016 book Page 120 Wednesday April 16 2008 12 01 PM...

Страница 127: ...8513016 book Page 121 Wednesday April 16 2008 12 01 PM...

Страница 128: ...MAN GERSHWIN EREC REF GDE R0 4 08 8513016 book Page 122 Wednesday April 16 2008 12 01 PM...

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