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CHAPTER 6: Troubleshooting Telephone numbers Gateway offers a wide range of customer service, Customer Care, and information services. Automated troubleshooting system Service description Use an automated menu system and your telephone keypad to find answers to common problems. How to reach 800-846-2118 (US and Canada) Telephone numbers You can access the following services through your telephone to get answers to your questions: Resource Service description How to reach Answers by Get tutorial assistance for www.gateway.com/answers Gateway hardware and software issues. Gateway Customer Care Talk to a Gateway Customer Care representative about a non-tutorial technical support question. (See "Before calling Gateway Customer Care" on page 104 before calling) TDD Customer Care (for hearing impaired) is available: Weekdays 8:00 a.m. - 10:00 p.m. Pacific Time Weekends 8:00 a.m. - 7:00 p.m. Pacific Time Gateway Customer Care telephone numbers vary by country or region. See the label on the front or side of your computer. 605-232-2191 Sales, accounting, and warranty Get information about available systems, pricing, orders, billing statements, warranty service, or other non-technical issues. 800-846-2000 (US) 888-387-7752 (Canada) 106

Section	Page
Contents	3
About This Reference	7
About this guide	8
For more information	8
Accessing the online User Guide	8
To access your User Guide:	8
Gateway contact information	9
Microsoft Certificate of Authenticity	9
Checking Out Your Computer	11
Front	12
Back	14
Setting Up and Getting Started	17
Working safely and comfortably	18
Reducing eye strain	19
Setting up your computer desk and chair	19
Sitting at your computer	20
Avoiding discomfort and injury from repetitive strain	20
Preparing power connections	20
Protecting from power source problems	20
Checking the voltage selection	21
To set the voltage selection switch:	21
Connecting to a broadband modem or network	21
To connect to a broadband modem or to an Ethernet network:	21
Connecting a dial-up modem	22
To connect the modem:	22
Starting your computer	22
To start your computer:	22
Waking up your computer	23
Turning off your computer	23
To put your computer to sleep:	23
To turn off your computer:	24
Restarting (rebooting) your computer	24
To restart your computer:	24
Using the keyboard	25
Premium multimedia keyboard features	25
Elite multimedia keyboard features	26
Using the mouse	28
Using optical drives	30
Features	30
Loading an optical disc	30
To insert an optical disc:	30
Identifying optical drive types	31
Playing discs	32
Playing a CD	32
Playing a DVD	33
Playing a Blu-ray Disc	33
Playing an HD-DVD	33
Creating discs	33
Recording to optical discs	33
Creating audio and video files	33
Copying optical discs	34
Using the memory card reader	34
Memory card types	34
Using a memory card	34
To insert a memory card:	34
To remove a memory card:	35
Using the diskette drive	35
To load a diskette:	35
Adjusting the volume	36
To adjust the overall volume using hardware controls:	36
To adjust the volume from Windows:	36
Configuring the audio jacks	38
To configure the audio jacks:	38
Installing a printer, scanner, or other device	38
Upgrading Your Computer	41
Preventing static electricity discharge	42
To prevent risk of electric shock, do not insert any object into the vent holes of the power supply.	42
Opening the case	43
Removing the side panel	43
To remove the side panel:	43
Removing the front bezel	44
To remove the front bezel:	44
Closing the case	45
Replacing the front bezel	45
To replace the front bezel:	45
Replacing the side panel	46
To replace the side panel:	46
Replacing the color panel	46
To replace the color panel on the front bezel:	46
Installing memory	49
To install or replace DIMM memory:	49
Adding or replacing an optical disc drive	51
To add replace an optical drive:	51
Replacing the memory card reader	53
To replace the memory card reader:	53
Adding or replacing a hard drive	55
To add or replace a hard drive:	55
Replacing the heat sink and processor	57
To replace the heat sink and processor:	57
Adding or replacing an expansion card	59
To add or replace an expansion card:	59
Replacing the system battery	60
To replace the battery:	61
Replacing the system board	62
To replace the system board:	62
Maintaining Your Computer	65
Setting up a maintenance schedule	66
Caring for your computer	67
Cleaning your computer	68
Cleaning the exterior	68
Cleaning the keyboard	68
To clean the keyboard:	68
Cleaning the monitor	69
To clean the monitor:	69
Cleaning the mouse	69
To clean the mouse:	69
Cleaning optical discs	70
To clean an optical disc:	70
Updating Windows	70
Using BigFix	71
To start BigFix:	71
Managing hard drive space	71
Checking hard drive space	72
To check hard drive space:	72
Deleting unnecessary files	73
To delete unnecessary files:	73
Checking the hard drive for errors	74
To check the hard drive for errors:	74
Defragmenting the hard drive	75
To defragment the hard drive:	75
Backing up files	76
To back up files:	76
Scheduling maintenance tasks	77
To start the Task Scheduler:	77
Moving from your old computer	78
Transferring files and settings automatically	78
To move files and settings from your old computer:	78
Transferring files and settings manually	79
Finding your documents	79
To find files in the documents folder:	79
Finding other files	80
To find files using Find or Search:	80
Troubleshooting	81
Safety guidelines	82
. Power cords or plugs are damaged	82
. Liquid has been spilled into your computer	82
. Your computer was dropped	82
. The case was damaged	82
Instead, unplug your computer and contact a qualified computer technician.	82
First steps	82
Troubleshooting	83
Add-in cards	83
Audio	83
CD or DVD drives	83
The computer does not recognize a disc or the CD or DVD drive	83
An audio CD does not produce sound	84
A DVD movie will not play	84
Diskette drive	85
The diskette drive is not recognized	85
You cannot save a file to diskette or you see the message “disk is full or write-protected”	85
You see an “Access Denied” or “Write protect” error message	85
You see a “Disk is full” error message	85
You see a “Non-system disk” or “Disk error” error message	85
The diskette drive LED is lit continuously	86
Display	86
The screen resolution is not correct	86
The computer is running, but there is no picture	86
The color is not uniform	86
The text on the display is dim or difficult to read	86
DVD drives	86
Ethernet	87
You cannot see the other computers on your network	87
The computer does not recognize an Ethernet expansion card	87
Your Ethernet network is running slower than you expect	88
Expansion cards	88
The computer does not recognize an expansion card	88
File management	88
A file was accidentally deleted	88
To restore deleted files:	88
You need to restore your computer to a working condition	88
Floppy drive	88
Hard drive	89
You see an “Insufficient disk space” error message	89
You see a “Data error” message	89
The hard drive cannot be accessed, or you see a “General failure reading drive C” error message	89
You see a “Non-system disk” or “disk error” error message	89
Internet	90
You cannot connect to the Internet	90
You see an “Unable to locate host” message and are unable to browse the Internet	90
Connecting to a Web site takes too long	91
People are sending you e-mail messages, but you have not received any mail	91
Keyboard	91
The keyboard does not work	91
A keyboard character keeps repeating or you see a “keyboard stuck” or “key failure” error message	91
Liquid spilled in the keyboard	92
Media Center	92
The Media Center video display looks bad on your TV	92
You need to configure your computer to output to a TV	94
You want to change display settings to get better TV or DVD image quality	94
You need to burn programs that were recorded with your computer to a DVD using Media Center	94
You want to play recorded programs on other computers	95
You get a “Download Error” message when Media Center tries to update the Program Guide	95
Memory	95
You see a “Memory error” message	95
To run the Memory Diagnostic Tool:	95
You see a “Not enough memory” error message	95
Memory card reader	95
Drive letters for the memory card slots do not appear in the Computer window	95
Modem (cable or DSL)	96
My computer cannot connect to the Internet.	96
Modem (dial-up)	96
Your modem does not dial or does not connect	96
To check the dialing properties:	96
You cannot connect to the Internet	97
Your 56K modem does not connect at 56K	98
Your fax communications program only sends and receives faxes at 14,400 bps when you have a 56K modem	98
The modem is not recognized by your computer	98
To run modem diagnostics:	98
The modem is noisy when it dials and connects	99
To turn down the modem volume:	99
Monitor	99
Mouse	100
The mouse does not work	100
The mouse works erratically	100
Networks	100
You cannot connect to your company network	100
Passwords	100
Your computer does not accept your password	100
Power	101
Your computer will not turn on	101
Printer	101
The printer will not turn on	101
The printer is on but will not print	101
To set a default printer:	101
You see a “Printer queue is full” error message	102
To make sure that the printer is not set to work offline:	102
You see a “Printer is out of paper” error message	102
Sound	103
You are not getting sound from the speakers	103
Recovering your system	103
Recovering pre-installed software and drivers	104
Preparing for software and device driver recovery	105
To create discs for recovering pre-installed software and drivers:	105
Recovering pre-installed software and drivers using Gateway Recovery Center	107
To recover specific drivers and software:	107
Recovering pre-installed software and drivers using recovery discs	108
To recover software and drivers using recovery discs:	108
Using Microsoft System Restore	110
To restore using Microsoft System Restore:	110
Manually creating a restore point	111
To manually create a restore point:	111
Recovering your system to its factory condition	112
To delete everything on your hard drive and re-install all factory software:	113
Recovering your system using the Windows DVD	114
To completely re-install Windows:	114
Telephone support	115
Before calling Gateway Customer Care	115
. Power cords or plugs are damaged	115
. Liquid has been spilled into your computer	115
. Your computer was dropped	115
. The case was damaged	115
Instead, unplug your computer and contact a qualified computer technician.	115
Telephone numbers	116
Automated troubleshooting system	116
Telephone numbers	116
Self-help	117
Tutoring	117
Training	117
Legal Notices	119
Important safety information	120
Regulatory compliance statements	121
Environmental information	126
Notices	126
If your computer has a DVD-compatible drive and an analog TV Out port, the following paragraph applies:	127
A	129
B	129
C	129
D	131
E	131
F	131
G	132
H	132
I	132
J	132
K	133
L	133
M	133
N	134
O	134
P	134
R	135
S	135
T	136
U	137
V	137
W	137
X	137
Z	137