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eMachines EL1210 MU.NAE00.001 - eMachines Desktop Hardware Reference Guide - Page 64

Telephone support

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Chapter 3: Troubleshooting Telephone support Before calling Customer Care If you have a technical problem with your computer, follow these recommendations before contacting Customer Care: • Make sure that your computer is connected correctly to a grounded AC power outlet that is supplying power. If you use a surge protector, 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 eMachines, see the manufacturer's documentation and technical support resources. • If you have "how to" questions about using a program, see: • Online Help • Printed documentation • The Microsoft Windows documentation • The software publisher's Web site • See the troubleshooting section of this chapter. Warning To avoid bodily injury, do not attempt to troubleshoot your computer problem if: - Power cords or plugs are damaged - Liquid has been spilled into your computer - Your computer was dropped - The case was damaged Instead, unplug your computer and contact a qualified computer technician. • 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. 54

Section	Page
Contents	9
Checking Out Your Computer	11
About this guide	12
Front	12
Back	13
Setting Up and Getting Started	15
Working safely and comfortably	16
Reducing eye strain	17
Setting up your computer desk and chair	17
Sitting at your computer	18
Avoiding discomfort and injury from repetitive strain	19
Preparing power connections	19
Protecting from power source problems	19
Checking the voltage selection	20
To set the voltage selection switch:	20
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	21
To connect the modem:	21
Starting your computer	22
To start your computer:	22
Waking up your computer	23
Turning off your computer	23
To turn off your computer:	23
Restarting (rebooting) your computer	24
To restart your computer:	24
Using the keyboard	24
Enhanced keyboard	24
Standard keyboard	25
Using the mouse	27
Using optical drives	29
Features	29
Loading an optical disc	29
To insert an optical disc:	29
Identifying optical drive types	29
Adjusting the volume	32
To adjust the overall volume using hardware controls:	32
To adjust the volume from Windows:	32
Configuring the audio jacks	33
To configure the audio jacks:	33
Installing a printer, scanner, or other device	34
Troubleshooting	35
Safety guidelines	36
First steps	36
Troubleshooting	37
Add-in cards	37
The computer does not recognize an add-in card	37
Audio	37
CD or DVD drives	37
DVD drives	37
Ethernet	38
You cannot see the other computers on your network	38
The computer does not recognize an add-in Ethernet card	38
Your Ethernet network is running slower than you expect	39
Expansion cards	39
The computer does not recognize an expansion card	39
File management	39
A file was accidentally deleted	39
To restore deleted files:	39
Hard drive	40
You see an “Insufficient disk space” error message	40
You see a “Data error” message	40
The hard drive cannot be accessed, or you see a “General failure reading drive C” error message	40
You see a “Non-system disk” or “disk error” error message	41
Internet	41
You cannot connect to the Internet	41
You see an “Unable to locate host” message and are unable to browse the Internet	41
Connecting to a Web site takes too long	42
People are sending you e-mail messages, but you have not received any mail	42
Keyboard	42
The keyboard does not work	42
A keyboard character keeps repeating or you see a “keyboard stuck” or “key failure” error message	42
Liquid spilled in the keyboard	43
Memory	43
You see a “Memory error” message	43
You see a “Not enough memory” error message	43
Memory card reader	43
Drive letters for the memory card slots do not appear in the My Computer window	43
Modem (cable or DSL)	43
Modem (dial-up)	44
Your modem does not dial or does not connect	44
To check the dialing properties:	44
You cannot connect to the Internet	45
Your 56K modem does not connect at 56K	46
Your fax communications program only sends and receives faxes at 14,400 bps when you have a 56K modem	46
The modem is not recognized by your computer	46
To run modem diagnostics:	46
The modem is noisy when it dials and connects	47
To turn down the modem volume:	47
Monitor	48
The screen resolution is not correct	48
The computer is running but there is no picture	48
The color is not uniform	48
The text on the display is dim or difficult to read	48
Mouse	49
The mouse does not work	49
The mouse works erratically	49
Networks	49
You cannot connect to your company network	49
Optical disc drives	50
The computer does not recognize a disc or the CD or DVD drive	50
An audio CD does not produce sound	50
A DVD movie will not play	51
Passwords	51
Your computer does not accept your password	51
Power	51
Your computer will not turn on	51
Printer	52
The printer will not turn on	52
The printer is on but will not print	52
To set a default printer:	52
You see a “Printer queue is full” error message	53
To make sure that the printer is not set to work offline:	53
You see a “Printer is out of paper” error message	53
Sound	54
You are not getting sound from the speakers	54
Recovering your system	54
To recover your system:	54
Creating recovery discs	56
To create recovery discs:	56
Recovering pre-installed software and drivers	58
To recover your pre-installed software and drivers:	58
Returning to a previous system condition	59
To return to a restore point:	60
Returning your system to its factory condition	61
Recovering from within Windows Vista	61
To reinstall Windows Vista and all pre-installed software and drivers:	61
Recovering from the hard drive during startup	62
To reinstall Windows Vista and all pre-installed software and drivers:	62
Recovering from your recovery discs	63
To reinstall Windows Vista and all pre-installed software and drivers:	63
Telephone support	64
Before calling Customer Care	64
Self-help	65
Regulations and safety notices	67
A	75
B	75
C	75
D	76
E	76
F	76
H	76
I	76
J	77
K	77
L	77
M	77
N	77
O	77
P	78
R	78
S	78
T	79
U	79
V	79
W	79
Z	80