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Gateway 838GM User Guide - Page 76

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Chapter 6: Troubleshooting 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 66 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 "Desktop PC 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: 1 Close all open programs. 2 Click Start, then click Control Panel. The Control Panel window opens. If your Control Panel is in Category View, click Printers and Other Hardware. 3 Click/Double-click the Phone and Modem Options icon, then click the Modems tab. 70 www.gateway.com

Section	Page
Contents	3
Getting Help	7
• Using the Gateway Website	7
• Using Help and Support	7
• Using BigFix	7
• Using Your Computer guide	7
• Using Do More With Gateway	7
• Using online help	7
• Contacting Gateway	7
Thank you for purchasing our computer!	8
Gateway Web site	9
Using eSupport	10
Support Home	10
Product Support	10
Downloads	10
Contact Us	10
Account Info	10
PC Tools	10
Help and Support	11
To start Help and Support:	11
Searching for a topic	12
BigFix	12
To start BigFix:	12
To learn more about using BigFix:	12
Using Your Computer guide	13
To access the Using Your Computer guide:	13
Online help	13
Gateway contact information	15
• Identifying features	15
• Locating your computer model and serial number	15
• Locating the Microsoft Certificate of Authenticity	15
• Locating the specifications for your computer	15
• Purchasing accessories	15
Desktop PC Front	16
Important	16
Desktop PC Back	18
Important	18
Identifying your model	21
Important	21
Gateway model and serial number	21
Microsoft Certificate of Authenticity	21
Finding your specifications	22
Accessories	22
Memory	22
Printers	23
Storage Devices	23
USB flash drive	23
Uninterruptible power supplies	23
Getting Started	25
• Using your computer safely	25
• Protecting your computer from power source problems	25
• Turning your computer on and off	25
• Adjusting the volume	25
• Using the keyboard and the mouse	25
• Using the computer display	25
• Installing peripheral devices	25
Working safely	26
Reducing eye strain	26
Setting up your computer desk and chair	26
Setting up your computer and computer accessories	27
Sitting at your computer	27
Avoiding discomfort and injury from repetitive strain	27
Protecting from power source problems	28
Warning	28
Checking the voltage selection	28
Caution	28
To set the voltage selection switch:	29
Starting your computer	29
To start your computer:	29
1 Connect the cables to your computer. See the setup poster.	29
2 Turn on your computer.	29
3 If you are starting your computer for the first time, follow the on-screen instructions to set ...	29
4 Turn on any peripheral devices, such as printers or scanners, and see the documentation that ca...	29
Waking up your computer	30
Tips & Tricks	30
Turning off your computer	30
Warning	30
To turn off your computer:	30
1 Click Start, then click Turn Off Computer. The Turn Off Computer dialog box opens.	30
2 Click Turn Off. Windows shuts down and turns off your computer.	30
Important	30
Restarting (rebooting) your computer	31
To close unresponsive programs and restart your computer:	31
1 Press Ctrl+Alt+Del. The Task Manager window opens.	31
2 Click the Applications tab, then click the program that is not responding.	31
3 Click End Task.	31
4 Click X in the top-right corner of the Windows Task Manager dialog box.	31
5 If your computer does not respond, turn it off, wait ten seconds, then turn it on again.	31
Important	31
Adjusting the volume	31
To adjust the overall volume level using hardware controls:	31
Tips & Tricks	31
Using the keyboard	32
Keyboard features	32
Using the mouse	34
Tips & Tricks	35
Connecting the modem	36
Warning	36
To connect the modem:	36
1 Insert one end of the modem cable into the modem jackon the back of your computer.	36
2 Insert the other end of the modem cable into a telephone wall jack. The modem will not work wit...	36
3 Start your computer, then start your communications program.	36
Connecting to a wired Ethernet network	37
Important	37
To connect to a wired Ethernet network:	37
1 Insert one end of the network cable into the network jackon the back of your computer.	37
2 Insert the other end of the network cable into a network jack.	37
Tips & Tricks	37
Installing a printer, scanner, or other peripheral device	38
Important	38
Help and Support	38
Using Drives and Ports	39
• Using the diskette drive	39
• Using the memory card reader	39
• Using CD or DVD drives	39
Using the diskette drive	40
To use a diskette:	40
1 Insert the diskette into the diskette drive with the label facing up.	40
2 To access a file on the diskette, click Start, then click My Computer. Double-click the diskett...	40
3 To remove the diskette, make sure that the drive activity light is off, then press the diskette...	40
Using the memory card reader	40
Memory card types	41
Inserting a memory card	41
Caution	41
To use a memory card:	41
1 Insert the memory card into the memory card slot as indicated in the previous table.	41
2 To access a file on the memory card, click Start, then click My Computer. Double-click the driv...	41
To remove a memory card:	42
Caution	42
Important	42
Using the CD or DVD drive	43
Identifying drive types	43
Inserting a CD or DVD	44
Important	44
To insert a CD or DVD:	44
1 Press the eject button on the CD or DVD drive.	44
2 Place the disc in the tray with the label facing up.	44
Important	44
3 Press the eject button to close the tray.	44
Playing a CD	44
Tips & Tricks	45
Playing a DVD	45
Tips & Tricks	45
Creating CDs and DVDs	45
Tips & Tricks	45
Maintaining Your Computer	47
• Caring for your computer	47
• Updating Windows	47
• Protecting your computer from viruses	47
• Cleaning your computer	47
• Restoring your system	47
• Opening the computer case	47
• Adding memory and replacing the battery	47
Caring for your computer	48
Updating Windows	48
To run Windows Update:	48
1 Connect to the Internet.	48
2 Click Start, All Programs, then click Windows Update.	48
3 Click Scan for Available Updates.	48
Help and Support	48
Protecting your computer from viruses	49
Help and Support	49
To scan for viruses:	49
1 Click Start, All Programs, Norton AntiVirus, then click Norton AntiVirus2004. Norton AntiVirus...	49
2 Click Scan for Viruses.	50
3 Click the type of scan you want to make in the Scan for Viruses area, then under Actions, click...	50
To remove a virus:	50
1 If Norton AntiVirus finds a virus, follow all on-screen instructions to remove the virus.	50
2 Turn off your computer and leave it off for at least 30seconds.	50
3 Turn on your computer and rescan for the virus.	50
To update Norton AntiVirus:	51
Tips & Tricks	51
1 Make sure that you are connected to the Internet.	51
2 Click Start, All Programs, Norton AntiVirus, then click LiveUpdate - Norton AntiVirus. The Live...	51
3 Follow the on-screen instructions to update your Norton AntiVirus program with the latest virus...	51
4 When the program has finished, click Finish.	51
Cleaning your computer	51
Cleaning the exterior	51
Warning	51
Cleaning the keyboard	52
Cleaning the computer display	52
Caution	52
Cleaning the mouse	52
To clean your optical mouse:	52
To clean your trackball mouse:	53
1 Turn the mouse upside down.	53
2 Rotate the retaining ring on the bottom of the mouse counter-clockwise, then remove the retaini...	53
3 Remove any dust, lint, or dirt from the mouse ball with a soft cloth.	53
4 Clean the mouse rollers with a cotton swab dipped in isopropyl alcohol.	53
5 Replace the mouse ball and lock the retaining ring into place.	53
Cleaning CDs or DVDs	54
Restoring your system	54
Preventing static electricity discharge	55
Warning	55
Caution	55
Warning	55
Opening the case	56
Warning	56
Removing the side panel	56
To remove the side panel:	56
1 Follow the instructions in “First steps” on page60.	56
2 Shut down your computer, then disconnect the power cord and modem, network, and all peripheral ...	56
3 Press the power button to drain any residual power from your computer.	56
4 Remove the two thumbscrews from the side panel cover, slide the side panel cover toward the bac...	56
Removing the front bezel	57
To remove the front bezel:	57
Caution	57
Closing the case	58
Replacing the side panel	58
To replace the side panel:	58
1 Make sure that all of the internal cables are arranged inside the case so they will not be pinc...	58
2 Align the side panel, then slide the side panel toward the front of the computer to secure it i...	58
3 Replace the side panel thumbscrews.	58
4 Reconnect the cables and power cord.	58
Replacing the front bezel	59
To replace the front bezel:	59
1 Align the latch pins with the computer latch holes.	59
2 Press the bezel firmly into place.	59
Installing memory	60
To install or replace DIMM memory:	60
1 Remove the side panel by following the instructions in “Removing the side panel” on page50.	60
2 For more stability, place your computer on its side. To avoid scratching the case, place it on ...	60
3 Find the memory module banks on your system board.	60
Important	60
4 If you are removing a DIMM from the memory module bank, gently pull the plastic tabs away from ...	61
5 Align the notches on the new DIMM with the notches on the memory module bank and press the modu...	61
6 Replace the side panel by following the instructions in “Replacing the side panel” on page52.	61
7 Return your computer to its upright position.	61
8 Reconnect the cables and the power cord.	61
9 Turn on your computer. Windows starts and the Windows desktop appears.	61
10 Click Start, Control Panel, then click Performance and Maintenance (if in Category view). Clic...	61
Replacing the system battery	62
Warning	62
To replace the battery:	62
1 Restart your computer.	62
2 During the restart, press and hold the F1 key. The main menu of the BIOSSetuputility opens.	62
3 Write down all the values in the menus and submenus, then exit from the utility.	62
4 Shut down your computer.	62
5 Remove the side panel by following the instructions in “Removing the side panel” on page50.	62
6 For more stability, place your computer on its side. To avoid scratching the case, place it on ...	62
7 Locate the old battery on the system board and note its orientation. You will need to install t...	62
8 Push the battery release tab. The battery pops out of the socket.	62
Important	63
9 Make sure that the positive (+) side of the new battery is facing up, then press the battery in...	63
10 Replace the side panel by following the instructions in “Replacing the side panel” on page52.	63
11 Reconnect all external cables and the power cord.	63
12 Turn on your computer.	63
13 Open the BIOS Setup utility.	63
14 In the BIOS Setup utility, restore any settings that you wrote down in Step3.	63
15 Save all your settings and exit the BIOS Setup utility.	63
Troubleshooting	65
• Troubleshooting typical hardware and software problems	65
• Getting telephone support	65
• Using automated troubleshooting systems	65
• Getting tutoring and training	65
Safety guidelines	66
Warning	66
First steps	66
Help and Support	66
Troubleshooting	67
Add-in cards	67
The computer does not recognize an add-in card	67
Audio	67
Battery	67
CD or DVD drives	67
The computer does not recognize a disc or the CD or DVD drive	67
Audio CD does not produce sound	68
A DVD movie will not play	68
Computer	69
The computer will not start	69
Diskette drive	69
The diskette drive is not recognized	69
You cannot save a file to diskette or you see the message “disk is full or write-protected”	69
You see a “Access Denied” or “Write protect” error message	69
You see a “Disk is full” error message	69
You see a “Non-system disk” or “Disk error” error message	70
The diskette drive LED is lit continuously	70
DVD drives	70
File management	70
A file was accidentally deleted	70
To restore deleted files:	70
Help and Support	70
Hard drive	71
You see an “Insufficient disk space” error message	71
Caution	71
Help and Support	71
You see a “Data error” message	71
The hard drive cannot be accessed, or you see a “General failure reading drive C” error message	71
You see a “Non-system disk” or “disk error” error message	71
Internet	72
You cannot connect to the Internet	72
Help and Support	72
You see an “Unable to locate host” message and are unable to browse the Internet	72
Connecting to a Web site takes too long	72
People are sending you e-mail messages, but you have not received any mail	73
Keyboard	73
The keyboard does not work	73
A keyboard character keeps repeating or you see a “keyboard stuck” or “key failure” error message	73
Liquid spilled in the keyboard	73
Memory	74
You see a “Memory error” message	74
You see a “Not enough memory” error message	74
Help and Support	74
Memory card reader	74
Drive letters for the memory card slots do not appear in the My Computer window	74
Modem (dial-up)	74
Your modem does not dial or does not connect	74
To check the dialing properties:	75
Help and Support	75
You cannot connect to the Internet	76
Your 56K modem does not connect at 56K	76
Your fax communications program only sends and receives faxes at 14,400bps when you have a 56K m...	76
The modem is not recognized by your computer	76
To run modem diagnostics:	76
Help and Support	77
The modem is noisy when it dials and connects	77
To turn down the modem volume:	77
Monitor	77
The screen resolution is not correct	77
Tips & Tricks	77
Tips & Tricks	78
Help and Support	78
The computer is running but there is no picture	78
The color is not uniform	78
Why is there a horizontal line or wire visible across the monitor screen?	78
The text on the display is dim or difficult to read	79
Tips & Tricks	79
Mouse	79
The mouse does not work	79
The mouse works erratically	79
Networks	79
You cannot connect to your company network	79
Help and Support	80
Passwords	80
Your computer does not accept your password	80
Power	80
Your computer will not turn on	80
Printer	80
The printer will not turn on	80
The printer is on but will not print	80
To set a default printer:	81
You see a “Printer queue is full” error message	81
To make sure that the printer is not set to work offline:	81
Help and Support	81
You see a “Printer is out of paper” error message	81
Sound	82
You are not getting sound from the speakers	82
Help and Support	82
Telephone support	83
Before calling Gateway Customer Care	83
Online Help	83
Printed documentation	83
The Microsoft Windows documentation	83
The software publisher’s Web site	83
Warning	83
Telephone numbers	84
Automated troubleshooting system	84
Telephone numbers	84
Self-help	85
Help and Support	85
Tutoring	85
Training	85
Networking Your Computer	87
• Introducing networking	87
• Creating an Ethernet network	87
• Testing your network	87
• Sharing your resources	87
• Troubleshooting your Ethernet network	87
Introduction to networking	88
Using a network	88
Sharing a single Internet connection	88
Sharing drives	88
Sharing peripheral devices	88
Streaming audio and video files	88
Playing multi-player games	89
Help and Support	89
Selecting a network connection	89
Wireless Ethernet network	89
Using a wireless Ethernet network	89
Warning	89
Important	90
Important	90
Wireless Ethernet speed and frequency	90
Important	91
Example access point router wireless Ethernet network	91
Tips & Tricks	92
Equipment you need for an access point wireless Ethernet network	92
Important	93
Tips & Tricks	93
Determining if wireless Ethernet is already installed on your computers	93
To determine if wireless Ethernet is already installed on your computer:	93
1 Click Start, then click Control Panel. The Control Panel window opens. If your Control Panel is...	93
2 Click/Double-click System, click the Hardware tab, then click Device Manager. The Device Manage...	93
3 Click the plus (+) in front of Network adapters. The wireless Ethernet device installed in your...	93
Wired Ethernet network	94
Using a wired Ethernet network	94
Ethernet, Fast Ethernet, or Gigabit Ethernet	94
Important	94
Example router-based wired Ethernet network	95
Tips & Tricks	95
Equipment you need for a router-based wired Ethernet network	95
Important	96
Tips & Tricks	96
Determining if wired Ethernet is already installed on your computers	96
To determine if wired Ethernet is already installed on your computer:	96
1 Click Start, then click Control Panel. The Control Panel window opens. If your Control Panel is...	96
2 Click/Double-click System, click the Hardware tab, then click Device Manager. The Device Manage...	96
3 Click the plus (+) in front of Network adapters. The wired Ethernet device installed in your co...	96
Creating an Ethernet network	96
Installing Ethernet cards and drivers	96
Making sure your broadband connection works	97
Important	97
Important	97
Naming the computers and the workgroup	97
Important	97
To identify this computer on the network:	97
1 Click Start, then click Control Panel. The Control Panel window opens. If your Control Panel is...	97
2 Click/Double-click System. The System Properties dialog box opens.	97
3 Click Computer Name.	97
4 Click Change. The Computer Name Changes dialog box opens.	97
5 Type a unique computer name in the Computer name box. This name identifies the computer to othe...	97
6 Type a name for your workgroup in the Workgroup box. Use a workgroup name of up to 15 character...	97
7 Click OK to close the Computer Name Changes dialog box.	97
Configuring the TCP/IP protocol	98
Terms you should know	98
Using a DHCP server	98
To use a DHCP server	98
1 Click Start, then click Control Panel. The Control Panel window opens. If your Control Panel is...	98
2 Click/Double-click Network Connections. The Network Connections window opens.	98
3 Right-click Local Area Connection, then click Properties. The Local Area Connection Properties ...	99
4 Click to select the Internet Protocol (TCP/IP) check box in the This connection uses the follow...	99
5 Click Properties. The Internet Protocol (TCP/IP) Properties dialog box opens.	99
6 Click the General tab.	100
7 Click Obtain an IP address automatically.	100
8 Click OK to close the Internet Protocol (TCP/IP) Properties dialog box.	100
9 Click OK to close the Local Area Connection Properties dialog box.	100
10 Click X to close the Network Connections window.	100
11 Repeat this procedure for every computer on your network.	100
Where to go from here	100
Setting up a wireless Ethernet network	101
Mounting the access point	101
Configuring the access point	101
Important	101
To configure the Linksys wireless access point router with 4-port switch:	101
1 If you are connecting any wired devices to your wireless access point router, follow the instru...	101
2 Plug one end of a straight-through cable into the WAN port on the wireless access point router ...	101
3 Plug one end of the power adapter into the AC connector on the router and the other end into a ...	101
4 Turn on the DSL or cable modem.	101
5 Press the reset button on the wireless access point router.	101
6 Temporarily connect a computer to the wireless access point router using a straight-through cab...	101
7 From one of the computers plugged into your wireless access point router, open your Web browser.	101
8 In the browser’s Address box, type http://192.168.1.1, then press Enter.	102
9 When prompted for a username and password, leave the username box empty and type admin in the p...	102
10 Enter the following values in the appropriate fields:	102
Host Name and Domain Name - Check with your ISP to see if entries are required in these fields an...	102
Enable/Disable wireless - Click Enable to turn on the wireless functions of your access point rou...	102
SSID - Type a unique name for your wireless access point.	102
Allow Broadcast SSID to associate - Clicking Yes lets you automatically see the SSID in the Avail...	102
Tips & Tricks	102
Channel - In the United States, you can specify any channel between 1 and 11.	102
WEP - To use WEP (wired equivalent privacy) encryption, select Mandatory. If you use WEP encrypti...	102
11 Click Apply, then click Continue to save the settings.	102
12 If you temporarily connected a computer to the access point router in Step6, disconnect it.	102
13 Reset the power on your cable or DSL modem.	102
14 Restart all of your computers on the network.	102
15 To connect to the access point, see “Connecting to an access point network” on page97.	102
Connecting to an access point network	103
To connect to an access point wireless Ethernet network:	103
1 Before connecting to an access point, you must turn on the wireless Ethernet emitter by clickin...	103
2 Click/Double-click Network Connections. The Network Connections window opens.	103
3 Right-click the Wireless Network Connection icon, then click View available wireless networks. ...	103
4 Click the network you created in the Choose a wireless network list, then click Connect. Follow...	103
Help and Support	104
Configuring computer settings for an access point	104
To configure computer settings with WEP security for an access point wireless Ethernet network:	104
1 With the Wireless Network Connection window open, click Change advanced settings. The Wireless ...	104
2 Click the Wireless Networks tab.	104
3 Click to select the access point network in the Preferred networks list, then click Properties....	105
4 Click the arrow button to open the Data encryption list, then click WEP.	105
5 If the WEP network key is not provided automatically, click to clear The key is provided for me...	105
6 Make sure that the This is a computer-to-computer (ad hoc) network; wireless access points are ...	105
7 Click OK to close the Wireless Network Properties dialog box. Your network should be running. G...	105
Help and Support	105
Adding an access point	106
To manually add an access point wireless Ethernet network:	106
1 With the Wireless Network Connection window open, click Change order of preferred networks. The...	106
2 Click the Wireless Networks tab.	106
3 Click Add. The Linksys properties dialog box opens.	107
4 Type the name of the network in the Network name (SSID) box.	107
5 Click the arrow button to open the Network Authentication list, then click the network authenti...	107
6 If this is a security-enabled network, click the arrow button to open the Data encryption list,...	107
7 If the WEP network key is not provided automatically, click to clear The key is provided for me...	107
8 Make sure that the This is a computer-to-computer (ad hoc) network; wireless access points are ...	107
9 Click OK to close the Wireless Network Properties dialog box. Your network should be running. G...	107
Help and Support	108
Setting up a wired Ethernet network	108
Important	108
Setting up a network using a router	108
To set up a network using a router:	109
1 Plug one end of the power adapter into the AC connector on the router and the other end into a ...	109