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Troubleshooting

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14 Troubleshooting This chapter provides some solutions to common computer 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 25, for more information about how to get help. 219

Section	Page
Contents	3
Checking Out Your Gateway Computer	9
Front	10
Back	12
Identifying your model	14
Gateway model number	14
Gateway serial number	14
Microsoft Certificate of Authenticity	14
Finding your specifications	15
Accessories	16
Home networking kit	16
Imaging equipment	16
Printers	16
Storage Devices	17
Memory	17
Uninterruptible power supplies	17
Getting Started	19
Working safely	20
Reducing eye strain	20
Setting up your computer desk and chair	21
Setting up your computer and computer accessories	21
Sitting at your computer	22
Avoiding discomfort and injury from repetitive strain	22
Protecting from power source problems	23
Starting your computer	24
To start your computer:	24
Turning off your computer	25
To turn off your computer:	25
Restarting (rebooting) your computer	26
To close unresponsive programs and restart your computer:	26
Multifunction keyboard	27
Special-function buttons	28
Mouse	30
Using the mouse	31
Installing a printer, scanner, or other peripheral device	32
Getting Help	33
Help and Support	34
To start Help and Support:	34
Searching for a topic	34
Online help	35
Gateway Web site	36
Using eSupport	36
Support Home	37
Downloads	37
Contact Us	37
Account Info	37
PC Tools	37
Windows Basics	39
About the Windows environment	40
Using the desktop	41
Using the Start menu	42
To use the Start menu:	42
Adding icons to the desktop	43
To add icons to the desktop:	43
Identifying window items	44
Working with files and folders	46
Viewing drives	46
To view the drives on your computer:	46
To see the files and folders on a drive:	47
Creating folders	47
To create a folder:	48
Copying and moving files and folders	49
To copy a file or folder to another folder:	49
To move a file or folder to another folder:	50
Deleting files and folders	51
To delete files or folders:	51
To recover files or folders from the Recycle Bin:	51
To empty the Recycle Bin:	52
Browsing for files and folders	52
To browse for a file:	53
Searching for files	54
Using the Windows Search utility	55
To find files and folders using the Search utility:	55
Using advanced search options	56
Working with documents	57
Creating a new document	57
To create a new document:	57
Saving a document	58
To save a document:	58
Opening a document	59
To open a document:	59
Printing a document	60
To print a document:	60
Shortcuts	61
Using the Internet	63
Learning about the Internet	64
Setting up an Internet account	65
To set up an Internet account with America Online:	65
Accessing your Internet account	66
To connect to your America Online Internet account:	66
To disconnect from your America Online Internet account:	66
Using the WorldWideWeb	67
Connecting to a Website	68
To connect to a Web site:	68
Downloading files	69
To download files or programs from a Web site:	69
Using e-mail	70
Sending e-mail	70
To send e-mail using America Online:	70
Checking your e-mail	71
To check your e-mail using America Online:	71
Sending and Receiving Faxes	73
Installing and configuring Fax	74
Installing Fax	74
To install Fax:	74
Configuring Fax	75
To configure Microsoft Fax:	75
Sending a simple fax	77
To send a simple fax:	77
Setting up your cover page template	79
To set up your fax cover page template:	79
Faxing from programs	80
To fax a document directly from most programs:	80
Faxing a scanned document	80
To fax a document that you have scanned:	80
Receiving and viewing a fax	81
To receive and view a fax:	81
Canceling a fax	81
To cancel a fax that has not been sent:	81
Automatically retry sending a fax	82
To automatically retry sending a fax:	82
Automatically cancelling a fax	83
To automatically cancel a failed fax:	83
Using Multimedia	85
Adjusting the volume	86
To adjust the overall volume level using hardware controls:	86
To adjust specific volume levels:	86
Recording and playing audio	88
To make an audio recording:	88
To play an audio recording in Sound Recorder:	89
Playing audio and video files with the WindowsMediaPlayer	90
To play a file using the WindowsMediaPlayer:	90
Using the CD or DVD drive	92
Identifying drive types	92
Inserting a CD or DVD	93
To insert a CD or DVD:	93
Listening to CDs	94
To play a CD:	94
Using MUSICMATCH	96
Playing CDs	96
To play a musicCD:	96
Creating MP3 music files	98
To create MP3 files:	98
Editing track information	99
To edit track information:	99
Building a music library	101
Changing the music library display settings	102
To change the music library display settings:	102
Listening to Internet radio	103
To listen to an Internet radio station:	103
Using advanced features	103
Playing a DVD	103
To play a DVD:	104
Creating CDs and DVDs	105
Copying a CD or DVD	106
To copy a music CD, data CD, or data DVD:	106
Creating a data CD or DVD	110
To create a data CD or DVD:	110
Copying music tracks	113
To copy music CD tracks to your hard drive:	113
Creating a music CD	116
To create a music CD:	116
Advanced features	120
Connecting a digital camera	121
To connect a digital camera:	121
Connecting a digital video camera	122
To connect a digital video camera:	122
Creating video DVDs	122
To create a video DVD:	123
Using the optional diskette drive	124
To use a diskette:	124
Using the optional media card reader	125
Media card types	125
Using a media card	126
To insert a media card:	126
To remove a media card:	126
Customizing Your Computer	127
Adjusting the screen and desktop settings	128
Adjusting the color depth	128
To change the color depth:	128
Adjusting the screen resolution	130
To adjust the screen resolution:	130
Changing the colors on your Windows desktop	131
To change desktop colors:	131
Changing the desktop background	133
To change the desktop background:	133
Selecting a screen saver	134
To select a screen saver:	134
Changing the mouse settings	136
To change your mouse settings:	136
Adding and modifying user accounts	137
User account tips	137
To add, delete, or modify user accounts:	137
To switch user accounts:	138
Power management	139
Using power saving modes	139
Changing power settings	140
Changing the power scheme	140
To change the power scheme:	140
Changing advanced power settings	141
To change advanced power management settings:	141
Activating and using Hibernate mode	142
To activate Hibernate mode:	142
To use Hibernate mode:	144
Setting up an uninterruptible power supply	144
To install an uninterruptible power supply (UPS):	144
Networking Your Computer	147
Benefits of networking	148
Sharing a single Internet connection	148
Sharing drives	148
Sharing peripheral devices	149
Streaming audio and video files	149
Playing multi-player games	149
Selecting a network connection	150
Wired Ethernet network	150
Wireless Ethernet network	150
Using a wired Ethernet network	151
Ethernet, Fast Ethernet, or Gigabit Ethernet	151
Example wired Ethernet network	152
Equipment you need for a wired Ethernet network	153
Using a wireless Ethernet network	154
Wireless Ethernet speed and frequency	154
Example access point wireless Ethernet network	156
Equipment you need for an access point wireless Ethernet network	157
Example peer-to-peer wireless Ethernet network	158
Equipment you need for a peer-to-peer wireless Ethernet network	159
For more information	159
Using your computer on a network	160
Installing and configuring your computer for Ethernet networking	160
Moving from Your Old Computer	161
Using the WindowsXP Files and Settings Transfer Wizard	162
To open the Files and Settings Transfer Wizard:	162
Transferring files	163
Finding your files	163
To find files in the My Documents folder:	163
To find files using Find or Search:	164
Transferring Internet settings	165
Setting up your ISP	165
To use the Internet Connection Wizard:	165
Transferring your e-mail and address book	166
Transferring your Internet shortcuts	166
Installing your old printer or scanner	166
Installing a USB printer or scanner	166
Installing a parallel port printer	167
To install your old printer:	167
Installing your old programs	168
Maintaining Your Computer	169
Caring for your computer	170
Protecting your computer from viruses	172
To scan for viruses:	173
To remove a virus:	174
To update Norton AntiVirus:	174
Managing hard drive space	175
Checking hard drive space	175
To check hard drive space:	175
Using Disk Cleanup	176
To use the Windows Disk Cleanup program:	176
Checking the hard drive for errors	177
To check the hard drive for errors:	177
Defragmenting the hard drive	179
To defragment the hard drive:	179
Backing up files	181
Using the Scheduled Task Wizard	181
To start the Scheduled Task Wizard:	181
Cleaning your computer	183
Cleaning the exterior	183
Cleaning the keyboard	184
Cleaning the computer screen	184
Cleaning the mouse	185
Restoring Software	187
Using the Restoration CDs	188
Reinstalling device drivers	189
To reinstall device drivers:	189
Updating device drivers	191
To update device drivers:	191
Reinstalling programs	192
To reinstall programs from the Applications CD(s):	192
To reinstall other programs from a CD:	193
Reinstalling Windows	194
To reinstall WindowsXP and the device drivers:	194
Upgrading Your Computer	197
Selecting a place to work	198
Gathering the tools you need	198
Preventing static electricity discharge	199
Opening the case	200
Removing the side panel	200
To remove the side panel:	200
Removing the front bezel	203
To remove the front bezel:	203
Closing the case	204
Replacing the side panel	204
To replace the side panel:	204
Replacing the front bezel	205
To replace the front bezel:	205
Adding or replacing a CD, DVD, or diskette drive	206
To add or replace a CD, DVD, or diskette drive:	206
Replacing the hard drive	211
To replace the hard drive:	211
Adding or replacing add-in cards	214
To replace, add, or reseat an add-in card:	214
Installing memory	216
To install or replace DIMM memory:	216
Replacing the system battery	220
To replace the battery:	220
Replacing the power supply	222
To replace the power supply:	222
Replacing the system board	224
To replace the system board:	224
Troubleshooting	227
Safety guidelines	228
First steps	228
Software support tools	229
Troubleshooting	230
Add-in cards	230
The computer does not recognize an add-in card	230
CD, DVD, or recordable drives	230
The computer does not recognize a disc or the CD, DVD, or recordable drive	230
Audio CD does not produce sound	231
A DVD movie will not play	231
Cleaning CDs and DVDs	232
Computer	232
The computer will not start	232
File management	233
A file was accidentally deleted	233
To restore files that were deleted:	233
Hard drive	233
You see an “Insufficient disk space” error message	233
You see a “Data error” message	234
The hard drive cannot be accessed, or you see a “General failure reading drive C” error message	234
The computer does not recognize an IDE drive	234
Internet	234
You cannot connect to the Internet	234
You see an “Unable to locate host” message and are unable to browse the Internet	235
Connecting to a Web site takes too long	235
People are sending you e-mail messages, but you have not received any mail	235
Keyboard	236
The keyboard does not work	236
A keyboard character keeps repeating or you see a “keyboard stuck” or “key failure” error message	236
Liquid spilled in the keyboard	236
Memory	236
You see a “memory error” message during startup	236
You see a “Not enough memory” error message	236
Modem	237
Your modem does not dial or does not connect	237
To check the dialing properties:	237
You cannot connect to the Internet	238
Your 56K modem does not connect at 56K	238
To access the Gateway dial-up server:	239
Your fax communications program only sends and receives faxes at 14,400bps even though you have ...	239
The modem is not recognized by the computer	239
To run modem diagnostics:	240
The modem is noisy when it dials and connects	240
To turn down the modem volume:	241
Monitor	241
The screen resolution is not correct	241
The computer is running but there is no picture	241
The color is not uniform	242
Why is there a horizontal line or wire visible across the monitor screen?	242
The text on the display is dim or difficult to read	242
Mouse	243
The mouse does not work	243
The mouse works erratically	243
Power	243
My system is turned on but nothing is getting power	243
Printer	244
Printer will not turn on	244
Printer is on but will not print	244
To set a default printer:	244
You see a “Printer queue is full” error message	244
To make sure that the printer is not set to work offline:	245
You see a “Printer is out of paper” error message	245
Sound	245
You are not getting sound from the speakers	245
Using the BIOS Setup utility	246
To open BIOS Setup utility:	246
Telephone support	248
Before calling Gateway Technical Support	248
Telephone support	249
Automated troubleshooting system	249
Telephone numbers	249
Tutoring and training	250
Self-help	250
Tutoring	250
Training	251
Safety, Regulatory, and Legal Information	253
Important safety information	253
Regulatory compliance statements	255
Notices	261
Index	263
A	263
B	263
C	263
D	265
E	266
F	267
G	267
H	267
I	268
J	269
K	269
L	269
M	269
N	270
O	271
P	271
R	272
S	272
T	274
U	275
V	275
W	275