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eMachines EL1330 User Guide - Page 80

Telephone numbers, Self-help

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Chapter 6: Troubleshooting Telephone numbers You can contact eMachines to get answers to your questions: Resource eMachines Customer Care Service description Talk to a eMachines Customer Care representative about a non-tutorial technical support question. (See "Before calling eMachines Customer Care" on page 73 before calling) How to reach eMachines Customer Care telephone numbers vary by country or region. See the label on the front of your computer. For more information, see "Identifying your model" on page 13. Self-help If you have how-to questions about using your eMachines-supplied hardware or software, see the following resources: ■ The printed or online documentation that came with your hardware or software. In many cases, additional product information and online documentation for eMachines-supplied hardware can be found in our Web site's Documentation Library. ■ This user guide. ■ The software publisher's Web site. Help and Support For more how-to information about Windows, click Start, then click Help and Support. Type the keyword practice in the Search box , then click the arrow. 74 www.eMachines.com

Section	Page
Contents	3
Getting Help	7
• Using the eMachines Website	7
• Using Help and Support	7
• Using BigFix	7
• Using online help	7
• Contacting eMachines	7
Thank you for purchasing our computer!	8
eMachines Web site	9
Help and Support	9
To start Help and Support:	9
Searching for a topic	10
BigFix	10
To start BigFix:	10
To learn more about using BigFix:	10
Online help	11
eMachines contact information	12
Checking Out Your eMachinesComputer	13
• Identifying features	13
• Locating your computer model and serial number	13
• Locating the Microsoft Certificate of Authenticity	13
• Locating the specifications for your computer	13
• Purchasing accessories	13
Desktop PC Front	14
Important	14
Desktop PC Back	16
Important	16
Identifying your model	19
Important	19
eMachines model and serial number	19
Microsoft Certificate of Authenticity	19
Getting Started	21
• Using your computer safely	21
• Protecting your computer from power source problems	21
• Turning your computer on and off	21
• Adjusting the volume	21
• Using the keyboard and the mouse	21
• Using the computer display	21
• Installing peripheral devices	21
Working safely	22
Reducing eye strain	22
Setting up your computer desk and chair	22
Setting up your computer and computer accessories	23
Sitting at your computer	23
Avoiding discomfort and injury from repetitive strain	23
Protecting from power source problems	24
Warning	24
Checking the voltage selection	24
Caution	24
To set the voltage selection switch:	25
Starting your computer	25
To start your computer:	25
1 Connect the cables to your computer. See the setup poster.	25
2 Turn on your computer.	25
3 If you are starting your computer for the first time, follow the on-screen instructions to set ...	25
4 Turn on any peripheral devices, such as printers or scanners, and see the documentation that ca...	25
Waking up your computer	26
Turning off your computer	26
Warning	26
To turn off your computer:	26
1 Click Start, then click Turn Off Computer. The Turn Off Computer dialog box opens.	26
2 Click Turn Off. Windows shuts down and turns off your computer.	26
Important	26
Restarting (rebooting) your computer	27
To close unresponsive programs and restart your computer:	27
1 Press Ctrl+Alt+Del. The Task Manager window opens.	27
2 Click the Applications tab, then click the program that is not responding.	27
3 Click End Task.	27
4 Click X in the top-right corner of the Windows Task Manager dialog box.	27
5 If your computer does not respond, turn it off, wait ten seconds, then turn it on again.	27
Important	27
Adjusting the volume	27
To adjust the overall volume level using hardware controls:	27
Help and Support	27
Using the keyboard	28
Enhanced keyboard	28
Standard keyboard	28
Keyboard features	29
Using the mouse	30
Connecting the modem	32
Warning	32
To connect the modem:	32
1 Insert one end of the modem cable into the modem jackon the back of your computer.	32
2 Insert the other end of the modem cable into a telephone wall jack. The modem will not work wit...	32
3 Start your computer, then start your communications program.	32
Connecting to a wired Ethernet network	33
Important	33
To connect to a wired Ethernet network:	33
1 Insert one end of the network cable into the network jackon the back of your computer.	33
2 Insert the other end of the network cable into a network jack.	33
Tips & Tricks	33
Installing a printer, scanner, or other peripheral device	34
Important	34
Help and Support	34
Using Drives and Ports	35
• Using the diskette drive	35
• Using the memory card reader	35
• Using CD or DVD drives	35
Using the diskette drive	36
To use a diskette:	36
1 Insert the diskette into the diskette drive with the label facing up.	36
2 To access a file on the diskette, click Start, then click My Computer. Double-click the diskett...	36
3 To remove the diskette, make sure that the drive activity light is off, then press the diskette...	36
Using the memory card reader	37
Memory card types	37
Inserting a memory card	38
Caution	38
To use a memory card:	38
1 Insert the memory card into the memory card slot as indicated in the previous table.	38
2 To access a file on the memory card, click Start, then click My Computer. Double-click the driv...	38
To remove a memory card:	38
Caution	38
Important	38
Using the CD or DVD drive	39
Identifying drive types	39
Inserting a CD or DVD	40
Important	40
To insert a CD or DVD:	40
1 Press the eject button on the CD or DVD drive.	40
2 Place the disc in the tray with the label facing up.	40
Important	40
3 Press the eject button to close the tray.	40
Playing a CD	41
Playing a DVD	41
Creating CDs or DVDs	41
Maintaining Your Computer	43
• Caring for your computer	43
• Updating Windows	43
• Protecting your computer from viruses	43
• Cleaning your computer	43
• Restoring your system	43
• Opening the computer case	43
• Adding memory and replacing the battery	43
Caring for your computer	44
Updating Windows	44
To run Windows Update:	44
1 Connect to the Internet.	44
2 Click Start, All Programs, then click Windows Update.	44
3 Click Scan for Available Updates.	44
Help and Support	44
Protecting your computer from viruses	45
Help and Support	45
To scan for viruses:	45
1 Click Start, All Programs, Norton AntiVirus, then click Norton AntiVirus2004. Norton AntiVirus...	45
2 Click Scan for Viruses.	46
3 Click the type of scan you want to make in the Scan for Viruses area, then under Actions, click...	46
To remove a virus:	46
1 If Norton AntiVirus finds a virus, follow all on-screen instructions to remove the virus.	46
2 Turn off your computer and leave it off for at least 30seconds.	46
3 Turn on your computer and rescan for the virus.	46
To update Norton AntiVirus:	47
Tips & Tricks	47
1 Make sure that you are connected to the Internet.	47
2 Click Start, All Programs, Norton AntiVirus, then click LiveUpdate - Norton AntiVirus. The Live...	47
3 Follow the on-screen instructions to update your Norton AntiVirus program with the latest virus...	47
4 When the program has finished, click Finish.	47
Cleaning your computer	47
Cleaning the exterior	47
Warning	47
Cleaning the keyboard	48
Cleaning the computer display	48
Caution	48
Cleaning the mouse	48
To clean your optical mouse:	48
To clean your trackball mouse:	49
1 Turn the mouse upside down.	49
2 Rotate the retaining ring on the bottom of the mouse counter-clockwise, then remove the retaini...	49
3 Remove any dust, lint, or dirt from the mouse ball with a soft cloth.	49
4 Clean the mouse rollers with a cotton swab dipped in isopropyl alcohol.	49
5 Replace the mouse ball and lock the retaining ring into place.	49
Cleaning CDs or DVDs	50
Restoring your system	50
Preventing static electricity discharge	51
Warning	51
Caution	51
Warning	51
Opening the case	52
Warning	52
Removing the side panel	52
To remove the side panel:	52
1 Follow the instructions in “First steps” on page56.	52
2 Shut down your computer, then disconnect the power cord and modem, network, and all peripheral ...	52
3 Press the power button to drain any residual power from your computer.	52
4 Remove the two thumbscrews from the side panel cover, slide the side panel cover toward the bac...	52
Removing the front bezel	53
To remove the front bezel:	53
Caution	53
Closing the case	54
Replacing the side panel	54
To replace the side panel:	54
1 Make sure that all of the internal cables are arranged inside the case so they will not be pinc...	54
2 Align the side panel, then slide the side panel toward the front of the computer to secure it i...	54
3 Replace the side panel thumbscrews.	54
4 Reconnect the cables and power cord.	54
Replacing the front bezel	55
To replace the front bezel:	55
1 Align the latch pins with the computer latch holes.	55
2 Press the bezel firmly into place.	55
Installing memory	56
To install or replace DIMM memory:	56
1 Remove the side panel by following the instructions in “Removing the side panel” on page46.	56
2 For more stability, place your computer on its side. To avoid scratching the case, place it on ...	56
3 Find the memory module banks on your system board.	56
Important	56
4 If you are removing a DIMM from the memory module bank, gently pull the plastic tabs away from ...	57
5 Align the notches on the new DIMM with the notches on the memory module bank and press the modu...	57
6 Replace the side panel by following the instructions in “Replacing the side panel” on page48.	57
7 Return your computer to its upright position.	57
8 Reconnect the cables and the power cord.	57
9 Turn on your computer. Windows starts and the Windows desktop appears.	57
10 Click Start, Control Panel, then click Performance and Maintenance (if in Category view). Clic...	57
Replacing the system battery	58
Warning	58
To replace the battery:	58
1 Restart your computer.	58
2 During the restart, press and hold the F1 key. The main menu of the BIOSSetuputility opens.	58
3 Write down all the values in the menus and submenus, then exit from the utility.	58
4 Shut down your computer.	58
5 Remove the side panel by following the instructions in “Removing the side panel” on page46.	58
6 For more stability, place your computer on its side. To avoid scratching the case, place it on ...	58
7 Locate the old battery on the system board and note its orientation. You will need to install t...	58
Important	58
8 Push the battery release tab. The battery pops out of the socket.	58
9 Make sure that the positive (+) side of the new battery is facing up, then press the battery in...	59
10 Replace the side panel by following the instructions in “Replacing the side panel” on page48.	59
11 Reconnect all external cables and the power cord.	59
12 Turn on your computer.	59
13 Open the BIOS Setup utility.	59
14 In the BIOS Setup utility, restore any settings that you wrote down in Step3.	59
15 Save all your settings and exit the BIOS Setup utility.	59
Troubleshooting	61
• Troubleshooting typical hardware and software problems	61
• Getting telephone support	61
• Using automated troubleshooting systems	61
• Getting tutoring and training	61
Safety guidelines	62
Never remove your computer case cover while your computer is turned on and while the modem cable ...	62
Make sure that you are correctly grounded before accessing internal components. For more informat...	62
Warning	62
First steps	62
Make sure that the ACpower adapter is connected to your computer and an ACoutlet and that the A...	62
If you use a power strip or surge protector, make sure that it is turned on.	62
If a peripheral device (such as a keyboard or mouse) does not work, make sure that all connection...	62
Make sure that your hard drive is not full.	62
If an error message appears on the screen, write down the exact message. The message may help Cus...	62
If you added or removed peripheral devices, review the installation procedures you performed and ...	62
Help and Support	62
Troubleshooting	63
Add-in cards	63
The computer does not recognize an add-in card	63
Shut down and restart your computer.	63
Make sure that you have installed the required software. For more information, see the documentat...	63
Audio	63
Battery	63
CD or DVD drives	63
The computer does not recognize a disc or the CD or DVD drive	63
Make sure that the disc label is facing up, then try again.	63
Try a different disc. Occasionally discs are flawed or become scratched and cannot be read by the...	63
Your computer may be experiencing some temporary memory problems. Shut down and restart your comp...	63
Some music CDs have copy protection software. You may not be able to play these CDs on your compu...	63
Clean the disc. For more information, see “Cleaning CDs or DVDs” on page44.	63
Make sure that the drive is configured correctly by following the instructions in the drive docum...	63
Audio CD does not produce sound	64
Make sure that the disc label is facing up, then try again.	64
Some music CDs have copy protection software. You may not be able to play these CDs on your compu...	64
Make sure that the volume controls are turned up. For more information, see “Adjusting the volume...	64
Make sure that the mute controls are turned off. For more information, see “Adjusting the volume”...	64
Make sure that the speaker cables are connected correctly and securely.	64
Shut down and restart your computer.	64
Clean the disc. For more information, see “Cleaning CDs or DVDs” on page44.	64
A DVD movie will not play	64
Make sure that you have a DVD drive. To identify your drive type, see “Identifying drive types” o...	64
Make sure that the disc label is facing up, then try again.	64
Try a different disc. Occasionally discs are flawed or become scratched and cannot be read by the...	64
Shut down and restart your computer.	64
Clean the disc. For more information, see “Cleaning CDs or DVDs” on page44.	64
Reinstall the device driver.	64
Make sure that the DVD program has been installed on your computer.	64
DVDs and DVD drives contain regional codes that help control DVD title exports and help reduce il...	64
Computer	65
The computer will not start	65
Make sure that the power cord is connected to an ACpower source and your computer is turned on.	65
Diskette drive	65
The diskette drive is not recognized	65
Shut down and restart your computer.	65
You cannot save a file to diskette or you see the message “disk is full or write-protected”	65
Make sure that the write-protection tab on the upper-right corner of the diskette is down (unprot...	65
Delete unnecessary files on the diskette and try again.	65
Make sure that the diskette you are using is IBM-compatible.	65
Try a different diskette. Occasionally diskettes are flawed and cannot be read by the diskette dr...	65
You see a “Access Denied” or “Write protect” error message	65
Move the write-protection tab in the upper-right corner of the diskette down (unprotected).	65
The diskette may be full. Delete unnecessary files on the diskette and try again.	65
Make sure that the diskette you are using is IBM-compatible.	65
You see a “Disk is full” error message	65
Delete unnecessary files on the diskette.	65
Try a different diskette. Occasionally diskettes are flawed and cannot be read by the diskette dr...	65
You see a “Non-system disk” or “Disk error” error message	66
Eject the diskette from the diskette drive, then press Enter.	66
The diskette drive LED is lit continuously	66
Remove the diskette from the drive. If the light stays on, try restarting your computer.	66
DVD drives	66
File management	66
A file was accidentally deleted	66
To restore deleted files:	66
Help and Support	66
Hard drive	67
You see an “Insufficient disk space” error message	67
Delete unnecessary files from the hard drive using Disk Cleanup.	67
Empty the Recycle Bin by right-clicking the Recycle Bin icon, then clicking Empty Recycle Bin.	67
Caution	67
Help and Support	67
You see a “Data error” message	67
The hard drive cannot be accessed, or you see a “General failure reading drive C” error message	67
If a diskette is in the diskette drive, eject it and restart your computer.	67
Press Ctrl+Alt+Del to restart your computer.	67
You see a “Non-system disk” or “disk error” error message	67
Internet	68
You cannot connect to the Internet	68
If you are using a dial-up modem, make sure that the modem cable is plugged into the modem jack a...	68
Make sure that your account with your Internet service provider (ISP) is set up correctly. Contac...	68
Help and Support	68
You see an “Unable to locate host” message and are unable to browse the Internet	68
Connecting to a Web site takes too long	68
The condition of the telephone lines in your residence or at your local telephone service	68
The condition of the Internet computers to which you connect and thenumber of users accessing th...	68
The complexity of graphics and multimedia on Web pages	68
People are sending you e-mail messages, but you have not received any mail	69
Click the receive button in your e-mail program.	69
Keyboard	69
The keyboard does not work	69
Make sure that the keyboard cable is plugged in correctly. For more information, see the poster t...	69
Remove all extension cables and switch boxes.	69
Clean the keyboard by using an aerosol can of air with a narrow, straw-like extension to remove d...	69
Try a keyboard that you know works to make sure that the keyboard port works.	69
A keyboard character keeps repeating or you see a “keyboard stuck” or “key failure” error message	69
Make sure that nothing is resting on the keyboard.	69
Liquid spilled in the keyboard	69
Memory	70
You see a “Memory error” message	70
You see a “Not enough memory” error message	70
Help and Support	70
Memory card reader	70
Drive letters for the memory card slots do not appear in the My Computer window	70
Modem (dial-up)	70
Your modem does not dial or does not connect	70
Make sure that the modem cable is plugged into the modem jack and not the Ethernet network jack. ...	70
Make sure that your computer is connected to the telephone line and the telephone line has a dial...	70
Make sure that the modem cable is less than 6feet (1.8meters) long.	70
Remove any line splitters or surge protectors from your telephone line, then check for a dial ton...	70
If you have additional telephone services such as call waiting, call messaging, or voice mail, ma...	70
To check the dialing properties:	71
Help and Support	71
Disconnect any answering machine, fax machine, or printer that is on the same line as the modem. ...	71
Make sure that you are not using a digital, rollover, or PBXline. These lines do not work with y...	71
Check for line noise (scratchy, crackling, or popping sounds). Line noise is a common problem tha...	71
Try another telephone line (either a different telephone number in your house or a telephone line...	71
You cannot connect to the Internet	72
The ISP may be having technical difficulties. Contact your ISP for technical support.	72
See if the modem works with a different communications program. The problem may be with just one ...	72
Your 56K modem does not connect at 56K	72
Your fax communications program only sends and receives faxes at 14,400bps when you have a 56K m...	72
The modem is not recognized by your computer	72
Make sure that the line connected to the modem is working and plugged into the appropriate port o...	72
If the modem shares the telephone line with another device, make sure that the telephone line is ...	72
Use the modem cable that came with your computer. Some telephone cables do not meet required cabl...	72
Shut down and restart your computer.	72
To run modem diagnostics:	72
Help and Support	73
The modem is noisy when it dials and connects	73
To turn down the modem volume:	73
Monitor	74
The screen resolution is not correct	74
Help and Support	74
The computer is running but there is no picture	74
Make sure that the monitor is plugged in and turned on. If the monitor is turned on, the power LE...	74
Adjust the brightness and contrast controls to the center position.	74
Make sure that the monitor cable is connected to the video port on the back of your computer.	74
Check the cable for bent or damaged pins.	74
Reinstall the device driver.	74
The color is not uniform	74
The monitor warms up for at least 30minutes before making a final judgment about color uniformity.	74
Non-shielded speakers are not placed too close to the monitor.	74
The monitor is not positioned too close to another monitor, electric fan, fluorescent light, meta...	74
Why is there a horizontal line or wire visible across the monitor screen?	74
The text on the display is dim or difficult to read	74
Adjust the brightness and contrast controls.	74
Use the monitor degauss feature (see your monitor documentation) or turn off your computer and mo...	75
Change the display settings.	75
Mouse	75
The mouse does not work	75
Make sure that the mouse cable is plugged in correctly.	75
Shut down and restart your computer.	75
Remove all extension cables and switch boxes.	75
The mouse works erratically	75
Networks	76
You cannot connect to your company network	76
Help and Support	76
Passwords	76
Your computer does not accept your password	76
Power	76
Your computer will not turn on	76
Make sure that your power cord is connected correctly to your computer.	76
If your computer is plugged into a surge protector, make sure that the surge protector is connect...	76
Printer	76
The printer will not turn on	76
Make sure that the printer is online. Many printers have an online/offline button that you may ne...	76
The printer is on but will not print	76
Check the cable between the printer and your computer. Make sure that it is connected to the corr...	76
Make sure that the printer is online. Many printers have an online/offline button that you may ne...	76
Check the cable for bent or broken pins.	77
If the printer you want to print to is not the default printer, make sure that you have selected ...	77
To set a default printer:	77
You see a “Printer queue is full” error message	77
Make sure that the printer is not set to work offline.	77
To make sure that the printer is not set to work offline:	77
Help and Support	77
Wait until files have been printed before sending additional files to the printer.	78
You see a “Printer is out of paper” error message	78
Sound	78
You are not getting sound from the speakers	78
Make sure that the speakers are turned on.	78
Make sure that the volume controls are turned up. For more information, see “Adjusting the volume...	78
Make sure that mute controls are turned off. For more information, see “Adjusting the volume” on ...	78
If you are using external speakers, see the speaker setup poster to check your speaker connections.	78
Help and Support	78
Telephone support	79
Before calling eMachines Customer Care	79
Make sure that your computer is connected correctly to a grounded ACoutlet that is supplying pow...	79
If a peripheral device, such as a keyboard or mouse, does not appear to work, make sure that all ...	79
If you have recently installed hardware or software, make sure that you have installed it accordi...	79
If you have “how to” questions about using a program, see:	79
Online Help	79
Printed documentation	79
The Microsoft Windows documentation	79
The software publisher’s Web site	79
See the troubleshooting section of this chapter.	79
Warning	79
Have your customer ID, serial number, and order number available, along with a detailed descripti...	79
Telephone numbers	80
Self-help	80
The printed or online documentation that came with your hardware or software. In many cases, addi...	80
This user guide.	80
Help and Support	80
Safety, Regulatory, and Legal Information	81
• Safety information	81
• Regulatory statements	81
• Notices	81
Important safety information	82
Warning	82
Setting up your system	82
Care during use	82
Replacement parts and accessories	82
Warning	83
Warning	83
Regulatory compliance statements	83
United States of America	83
Federal Communications Commission (FCC) Unintentional emitter per FCC Part15	83
California Proposition65 Warning	83
Warning	83
Telecommunications per Part68 of the Code of Federal Regulations (CFR47) (applicable to product...	84
Canada	84
Industry Canada (IC) Unintentional emitter per ICES-003	84
Telecommunications per Industry Canada CS-03 (for products fitted with an IC-compliant modem)	84
Warning	85
Laser safety statement	85
Warning	85
Television antenna connectors protection (for systems fitted with TV/cable TVtuner cards)	85
External television antenna grounding	85
Lightning protection	85
Power lines	86
Warning	86
Notices	87
All Rights Reserved	87
Trademark Acknowledgments	87
Macrovision statement	87
Index	89
A	89
B	89
C	89
D	90
E	90
F	91
H	91
I	91
J	91
K	91
L	91
M	92
N	92
O	92
P	92
R	93
S	93
T	94
U	94
V	94
W	94