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Support par téléphone

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CHAPITRE 11 : Dépannage Support par téléphone www.gateway.com Avant d'appeler le service d'assistance clientèle Gateway Si vous avez un problème technique avec votre ordinateur, suivez ces recommandations avant de contacter le service d'assistance clientèle Gateway : ■ Assurez-vous que votre ordinateur est branché convenablement à une sortie c.a. mise à la masse fournissant l'alimentation. Si vous utilisez un limiteur de surtension, assurez-vous qu'il est activé. ■ Si un périphérique, tel un clavier ou une souris, ne semble pas fonctionner, assurez-vous que tous les câbles sont branchés en toute sécurité. ■ Si vous avez installé récemment des périphériques ou des logiciels, assurez-vous d'avoir effectué l'installation conformément aux instructions fournies. Si vous n'avez pas acheté les périphériques ou logiciels chez Gateway, consultez la documentation du fabricant et les ressources du support technique. ■ Si vous avez des questions concernant la manière d'utiliser un programme, consultez : ■ Aide en ligne ■ Documentation imprimée ■ Documentation Microsoft Windows ■ Le site Web des éditeurs de logiciels ■ Consultez la section Dépannage de ce chapitre. ■ Avertissement : Pour éviter toute blessure corporelle, n'essayez pas de résoudre votre problème d'ordinateur si : ■ les fiches ou cordons d'alimentation sont endommagés ; ■ un liquide a été déversé sur l'ordinateur ; ■ votre ordinateur est tombé ; ■ le boîtier a été endommagé. Débranchez plutôt votre ordinateur et contactez un technicien en informatique qualifié. ■ Ayez sous la main votre ID de client, le numéro de série et le numéro de commande, ainsi qu'une description détaillée de votre problème, notamment le texte exact de tous les messages d'erreur et les mesures que vous avez prises. ■ Assurez-vous que votre ordinateur est à proximité au moment de votre appel. Le technicien peut vous demander de suivre certaines étapes de dépannage. 152

Section	Page
English	2
Contents	2
Getting Help	8
Thank you for purchasing our computer!	9
Using the Gateway Web site	9
Using Help and Support	10
To start Help and Support:	10
Searching for a topic	10
Getting help in Media Center	11
To access Media Center help:	11
Using online help	12
Microsoft Certificate of Authenticity	12
Using Your Computer	14
Working safely	15
Reducing eye strain	15
Setting up your computer desk and chair	16
Setting up your computer and computer accessories	16
Sitting at your computer	16
Avoiding discomfort and injury from repetitive strain	16
Protecting from power source problems	17
Checking the voltage selection	17
To set the voltage selection switch:	17
Starting your computer	17
To start your computer:	17
Waking up your computer	17
Turning off your computer	18
To turn off your computer:	18
Restarting (rebooting) your computer	18
To close unresponsive programs and restart your computer:	18
Using the keyboard	19
Premium multimedia keyboard features	19
Elite multimedia keyboard features	20
Using the mouse	21
Adjusting the volume	22
To adjust the overall volume using hardware controls:	22
To adjust the overall volume from Windows:	23
To adjust device volume levels:	23
Configuring the audio jacks	25
To configure the audio jacks:	25
Connecting the dial-up modem	25
To connect the modem:	25
Connecting to a cable or DSL modem or to a wired Ethernet network	26
To connect to a cable or DSL modem or to an Ethernet network:	26
Installing a printer, scanner, or other device	26
Using Windows XP	28
Using the Windows desktop	29
Using the Start menu	30
To use the Start menu:	30
Adding icons to the desktop	30
To add icons to the desktop:	30
Identifying window items	31
Working with files and folders	32
Viewing drives	32
To view the drives on your computer:	32
To see the files and folders on a drive:	32
Creating folders	33
To create a folder:	33
Copying and moving files and folders	33
To copy a file or folder to another folder:	34
To move a file or folder to another folder:	34
Deleting files and folders	34
To delete files or folders:	34
To recover files or folders from the Recycle Bin:	35
To empty the Recycle Bin:	35
Searching for files	35
Using the Windows Search utility	36
To find files and folders using the Search utility:	36
Using advanced search options	37
Browsing for files and folders	37
To browse for a file:	37
Working with documents	38
Creating a new document	38
To create a new document:	38
Saving a document	39
To save a document:	39
Opening a document	40
To open a document:	40
Printing a document	40
To print a document:	40
Shortcuts	41
Recovering Your System	42
System recovery options	43
Drivers and applications recovery	43
Creating drivers and applications recovery discs	44
To record a set of drivers and applications recovery discs:	44
Copying drivers and applications recovery files to a network	46
To copy drivers and applications recovery files to a network:	46
Creating discs from recovery files on a network	47
To create recovery discs from recovery files stored on a network:	47
Recovering your system	47
Recovering specific files and software	48
To recover specific drivers and software:	48
Recovering your system using Microsoft System Restore	49
To restore using Microsoft System Restore:	49
Recovering your system from the hard drive	50
To recover from the hard drive:	50
Using the Internet and Faxing	52
Learning about the Internet	53
Setting up an Internet account	54
Accessing your Internet account	54
Using the World Wide Web	54
Connecting to a Web site	55
To connect to a Web site:	55
Downloading files	56
To download files or programs from a Web site:	56
Using e-mail	56
Sending e-mail	57
To send e-mail using Outlook or Outlook Express:	57
Checking your e-mail	57
To check your e-mail using Outlook Express:	57
Installing and configuring Microsoft Fax	57
Installing Fax	58
To install Fax:	58
Configuring Microsoft Fax	58
To configure Microsoft Fax:	58
Setting up your cover page template	60
To set up your fax cover page template:	60
Sending a fax	61
Sending a quick fax	61
To send a simple fax:	61
Faxing from programs	62
To fax a document directly from most programs:	62
Faxing a scanned document	62
To fax a document that you have scanned:	62
Automatically retry sending a fax	63
To automatically retry sending a fax:	63
Canceling a fax	63
To cancel a fax that has not been sent:	63
Automatically canceling a fax	63
To automatically cancel a failed fax:	63
Receiving and viewing a fax	64
To receive and view a fax:	64
Protecting Your Computer	66
Hardware security	67
Kensington lock slot	67
Data security	67
About startup and hard drive passwords	67
About Windows XP user accounts	67
Protecting your computer from viruses	68
Using McAfee SecurityCenter	69
Starting McAfee SecurityCenter	70
To start McAfee SecurityCenter:	70
Scanning for and removing viruses	70
To scan for viruses:	70
To remove a virus:	71
Updating your virus definitions	71
To update your virus definitions:	71
Using Windows XP Security Center	72
Modifying security settings	72
To modify security settings:	72
Security updates	73
Windows Update	73
Windows XP Security Center	74
To schedule automatic updates:	74
BigFix	75
Using Drives and Ports	76
Using the memory card reader	77
Memory card types	77
Using a memory card	77
To insert a memory card:	77
To remove a memory card:	78
Using the CD or DVD drive	78
Identifying drive types	78
Inserting a CD or DVD	79
To insert a CD or DVD:	79
Playing a CD	79
Playing a DVD	80
Creating audio and video files	80
Playing music and movies	80
Playing WAV audio files	80
To play a WAV audio file in Sound Recorder:	80
Playing audio and video files	81
To play a file using Windows Media Player:	81
Playing CDs or DVDs	82
Playing a CD or DVD using Windows Media Player	82
To play a CD or DVD:	82
Playing a DVD using CyberLink PowerDVD	84
To play a DVD using CyberLink PowerDVD:	84
Creating audio files and music libraries	84
Creating music files	84
Recording WAV audio files	84
To record a WAV audio file:	85
Creating WMA and MP3 music files	85
To create WMA or MP3 files:	85
Building a music library	87
Editing track information	87
To edit track information:	87
Creating and editing videos	88
Editing videos	88
Transferring your video to your computer	88
To transfer your video to your computer:	88
Editing your video	89
Saving your video	90
Creating music CDs and video DVDs	90
Creating a music CD	90
To create a music CD using Windows Media Player:	90
Creating a video DVD	91
To create a video DVD using Windows Media Center:	91
Using Windows Media Center	93
To use the Media Center remote control:	94
Manually updating the Media Center Program Guide	94
To manually update the Media Center Program Guide:	94
Networking Your Computer	96
Introduction to Networking	97
Ethernet, Fast Ethernet, or Gigabit Ethernet	97
Using a router	97
Example router-based Ethernet network	98
Equipment you need for a router-based Ethernet network	98
Determining if an Ethernet card is already installed on your computer	99
To determine if an Ethernet card is already installed on your computer:	99
Creating an Ethernet network	99
Installing Ethernet cards and drivers	99
Making sure your broadband connection works	99
Naming the computers and the workgroup	99
To identify this computer on the network:	99
Configuring the TCP/IP protocol	100
Terms you should know	100
Using a DHCP server	100
To use a DHCP server	100
Setting up an Ethernet network	102
Setting up a network using a router	102
To set up a network using a router:	103
Configuring your router	103
Testing your network	104
Sharing resources	104
Sharing drives and printers	104
Sharing drives or folders	104
To share drives or folders:	104
Un-sharing drives and folders	105
To un-share drives or folders:	105
Sharing printers	106
To share printers:	106
Using the network	106
Viewing shared drives and folders	106
To view shared drives and folders:	106
Mapping a network drive	107
To map a network drive:	107
Opening files across the network	107
To open files across the network:	107
Copying files across the network	107
To copy files across the network:	107
Printing files across the network	108
To print files across the network:	108
Adding a printer to your network	108
Customizing Your Computer	110
Adjusting the screen and desktop settings	111
Adjusting the color depth	111
To change the color depth:	111
Adjusting the screen resolution	112
To adjust the screen resolution:	112
Changing the colors on your Windows desktop	113
To change desktop colors:	113
To create a new color scheme as part of a desktop theme:	113
Changing the desktop background	114
To change the desktop background:	114
Selecting a screen saver	114
To select a screen saver:	114
Using an extended desktop	116
To turn on extended desktop:	116
Using a second monitor	116
To use a projector or additional monitor:	116
Viewing the display on a television	118
To view your computer display on a television:	118
Modifying television settings	120
To modify television settings:	120
Changing the mouse settings	121
To change your mouse settings:	121
Adding and modifying user accounts	122
User account tips	122
To add, delete, or modify user accounts:	122
To change between user accounts:	122
Changing power-saving settings	123
Changing the power scheme	123
To change the power scheme:	123
Changing advanced power settings	123
To change advanced power management settings:	123
Activating and using Hibernate mode	124
To activate Hibernate mode:	124
To use Hibernate mode:	125
Installing an uninterruptible power supply	125
To install an uninterruptible power supply (UPS):	125
Maintaining Your Computer	126
Setting up a maintenance schedule	127
Caring for your computer	127
Cleaning your computer	128
Cleaning the exterior	128
Cleaning the keyboard	128
Cleaning the computer display	128
Cleaning the mouse	128
To clean your mouse:	128
Cleaning CDs or DVDs	129
Updating Windows	129
Using BigFix	129
To start BigFix:	129
To learn more about using BigFix:	129
Managing hard drive space	130
Checking hard drive space	130
To check hard drive space:	130
Deleting unnecessary files	131
To use the Windows Disk Cleanup program:	131
Checking the hard drive for errors	131
To check the hard drive for errors:	132
Defragmenting the hard drive	132
To defragment the hard drive:	133
Backing up files	133
Scheduling maintenance tasks	134
To start the Scheduled Task Wizard:	134
Moving from your old computer	134
Using the Files and Settings Transfer Wizard	134
To open the Files and Settings Transfer Wizard:	134
Transferring files	135
Finding your files	135
To find files in the My Documents folder:	135
To find files using Find or Search:	136
Transferring Internet settings	136
Setting up your ISP	136
To use the Internet Connection Wizard:	136
Transferring your e-mail and address book	136
Transferring your Internet shortcuts	136
Installing your old printer or scanner	137
Installing a USB printer or scanner	137
Installing a parallel port printer	137
To install your old printer:	137
Installing your old programs	138
Troubleshooting	140
Safety guidelines	141
First steps	141
Troubleshooting	142
Add-in cards	142
The computer does not recognize an add-in card	142
Audio	142
Battery	142
CD or DVD drives	142
The computer does not recognize a disc or the CD or DVD drive	142
Audio CD does not produce sound	143
A DVD movie will not play	143
Computer	143
The computer will not start	143
DVD drives	143
Ethernet	144
You cannot see the other computers on your network	144
The computer does not recognize an add-in Ethernet card	144
Your Ethernet network is running slower than you expect	144
File management	144
A file was accidentally deleted	144
To restore deleted files:	144
Hard drive	145
You see an “Insufficient disk space” error message	145
You see a “Data error” message	145
The hard drive cannot be accessed, or you see a “General failure reading drive C” error message	145
Internet	145
You cannot connect to the Internet	145
You see an “Unable to locate host” message and are unable to browse the Internet	145
Connecting to a Web site takes too long	146
People are sending you e-mail messages, but you have not received any mail	146
Keyboard	146
The keyboard does not work	146
A keyboard character keeps repeating or you see a “keyboard stuck” or “key failure” error message	146
Liquid spilled in the keyboard	146
Media Center	146
The Media Center video display look bad on your TV	147
You need to configure your Media Center to output to a TV	148
You want to change display settings to get better TV or DVD image quality	148
You want to know whether you can burn programs that were recorded with your Media Center computer to a DVD	148
You want to know whether you can play recorded programs on other computers	148
You want to know whether you can play recorded programs on your home DVD player	148
You get the following “Download Error” message when the Media Center tries to update the Program Guide:	149
Memory	149
You see a “Memory error” message	149
You see a “Not enough memory” error message	149
Memory card reader	149
Drive letters for the memory card slots do not appear in the My Computer window	149
Modem (cable or DSL)	149
Modem (dial-up)	149
Your modem does not dial or does not connect	150
To check the dialing properties:	150
You cannot connect to the Internet	151
Your 56K modem does not connect at 56K	151
Your fax communications program only sends and receives faxes at 14,400 bps when you have a 56K modem	151
The modem is not recognized by your computer	151
To run modem diagnostics:	151
The modem is noisy when it dials and connects	152
To turn down the modem volume:	152
Monitor	152
The screen resolution is not correct	152
The computer is running but there is no picture	152
The color is not uniform	153
Why is there a horizontal line or wire visible across the monitor screen?	153
The text on the display is dim or difficult to read	153
Mouse	153
The mouse does not work	153
The mouse works erratically	153
Networks	154
You cannot connect to your company network	154
Passwords	154
Your computer does not accept your password	154
Power	154
Your computer will not turn on	154
Printer	154
The printer will not turn on	154
The printer is on but will not print	154
To set a default printer:	154
You see a “Printer queue is full” error message	155
To make sure that the printer is not set to work offline:	155
You see a “Printer is out of paper” error message	155
Sound	155
You are not getting sound from the speakers	155
Telephone support	156
Before calling Gateway Customer Care	156
Telephone numbers	157
Self-help	157
Safety, Regulatory, and Legal Information	158
Index	166
A	166
B	166
C	166
D	166
E	167
F	167
G	167
H	167
I	168
K	168
L	168
M	168
N	169
O	169
P	169
R	169
S	169
T	170
U	170
V	171
W	171
X	171
Français	172
Table des matières	172
Obtenir de l’aide	178
Nous vous remercions d’avoir acheté notre ordinateur !	179
Utilisation du site Web Gateway	179
Obtenir de l’aide et un support technique	180
Pour accéder au Centre d’aide et de support, procédez comme suit :	180
Recherche d’une rubrique	181
Obtenir de l’aide dans Media Center	181
Pour accéder à l’aide de Media Center, procédez comme suit :	181
Utilisation de l’aide en ligne	182
Certificat d’authenticité Microsoft.	182
Utilisation de votre ordinateur	184
Travailler en toute sécurité	185
Diminution de la fatigue visuelle	185
Préparation du bureau et de la chaise	186
Préparation de l’ordinateur et des accessoires	186
Position devant l’ordinateur	186
Éviter les douleurs et les blessures dues à la fatigue répétitive	186
Protection contre les problèmes de source d’alimentation	187
Vérification de la tension	187
Pour régler le commutateur de tension :	187
Démarrage de l’ordinateur	187
Pour démarrer votre ordinateur :	187
Activation de l’ordinateur	188
Mise hors tension de l’ordinateur	188
Pour mettre l’ordinateur hors tension :	188
Redémarrage (réinitialisation) de l’ordinateur	188
Fermer les programmes qui ne répondent pas et redémarrer l’ordinateur :	188
Utilisation du clavier	189
Fonctionnalités des claviers multimédias de luxe	189
Fonctionnalités des claviers multimédias Elite	190
Utilisation de la souris	191
Réglage du volume	192
Pour régler le volume global à l’aide des contrôles matériels :	192
Pour régler le volume global à partir de Windows :	193
Pour régler des niveaux de volume spécifiques aux périphériques :	193
Configuration des prises audio	195
Pour configurer les prises audio, procédez comme suit :	195
Branchement du modem commuté	195
Pour brancher le modem, procédez comme suit :	195
Branchement à un modem câble ou DSL ou à un réseau Ethernet	196
Branchement à un modem câble/DSL ou à un réseau Ethernet	196
Installation d’une imprimante, d’un scanneur ou d’un autre périphérique	196
Utilisation de Windows XP	198
Utilisation du bureau Windows	199
Utilisation du menu Démarrer	200
Pour utiliser le menu Démarrer :	200
Ajout d’icônes sur le bureau	200
Pour ajouter des icônes sur le bureau :	200
Identification des éléments de fenêtre	201
Gestion des fichiers et des dossiers	202
Affichage des lecteurs	202
Pour afficher les lecteurs de votre ordinateur :	202
Pour afficher les fichiers et les dossiers d’un lecteur :	202
Création de dossiers	203
Pour créer un dossier :	203
Copie et déplacement de fichiers et de dossiers	204
Pour copier un fichier ou un dossier vers un autre dossier :	204
Pour déplacer un fichier ou un dossier vers un autre dossier :	204
Suppression de fichiers et de dossiers	205
Pour supprimer des fichiers ou des dossiers :	205
Pour récupérer des fichiers ou des dossiers dans la Corbeille :	205
Pour vider la Corbeille :	205
Recherche de fichiers	206