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, for more information about how to get help.

Safety guidelines

    While troubleshooting your computer, follow these safety guidelines:

Never remove your computer case access panel while your computer is turned on and while the modem cable and the power cord are connected.
If you are using or have purchased an additional monitor, do not attempt to open the monitor case. To do so is extremely dangerous. Even if the power is disconnected, energy stored in the monitor components can be dangerous. Also, opening the monitor voids the warranty.
Make sure that you are correctly grounded before opening your computer case. For more information about preventing damage from static electricity, see Preventing static electricity discharge.

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.

First steps

    Try these things first before going to the following sections:

Make sure that the power cable is connected to your computer and an AC outlet and that the AC outlet is supplying power.
If you use a power strip, make sure that it is turned on.
If a peripheral device (such as the keyboard or mouse) does not work, make sure that all connections are secure.
If you added or removed computer components before the problem started, review the procedures you performed and make sure that you followed each instruction.
Make sure that your hard drive is not full.
If an error message appears on the computer display, write down the exact message. The message may help Gateway Technical Support in diagnosing and fixing the problem.
If an error occurs in a program, see the program's printed documentation or the online help.

Help and Support

For more information about troubleshooting in Windows XP, click Start, then click Help and Support.

Type the keyword troubleshooting in the HelpSpot Search box , then click the arrow.

Software support tools

    Your system may include the following support tool to help you diagnose and fix problems:

PC Doctor is a comprehensive hardware diagnostic and system information tool that can test your computer and determine its configuration. PC Doctor provides 85 professional diagnostic tests directly from your computer.

    This support tool is available from HelpSpot or by clicking Start, All Programs, then clicking Gateway Utilities.

Troubleshooting

CD, DVD, or recordable drives

The computer does not recognize a disc or the CD, DVD, or recordable drive

Make sure that the disc label is facing up, then try again.
Try a different disc. Occasionally discs are flawed or become scratched and cannot be read by the CD or DVD drive.
If you are trying to play a DVD, make sure that you have a DVD drive. To identify your drive type, see "Identifying drive types".
Your computer may be experiencing some temporary memory problems. Shut down and restart your computer.
Some music CDs have copy protection software. You may not be able to play these CDs on your computer.
Clean the disc. For more information, see "Cleaning CDs and DVDs".
Restart your computer, then enter the BIOS Setup utility by pressing and holding F1 while your computer restarts. Make sure that the IDE controllers are enabled. For more information on using the BIOS Setup utility, see "Using the BIOS Setup utility".
Make sure that the drive is configured correctly by following the instructions in the drive documentation.
Open your computer case and make sure that the cables are connected correctly to the CD or DVD drive and drive adapter card.
Reinstall the device driver. For more information, see Reinstalling device drivers.

Audio CD does not produce sound

Make sure that the disc label is facing up, then try again.
Some music CDs have copy protection software. You may not be able to play these CDs on your computer.
Make sure that the volume controls are turned up. For more information, see "Adjusting the volume in Windows XP" or "Adjusting the volume in Windows 2000".
Make sure that the mute controls are turned off. For more information, see "Adjusting the volume in Windows XP" or "Adjusting the volume in Windows 2000".
Make sure that the speaker cables are connected correctly and securely.
Shut down and restart your computer.
Clean the disc. For more information, see Cleaning CDs and DVDs.
Reinstall the audio device drivers. For more information, see Reinstalling device drivers.

A DVD movie will not play

Make sure that you have a DVD drive. To identify your drive type, see "Identifying drive types".
Make sure that the disc label is facing up, then try again.
Try a different disc. Occasionally discs are flawed or become scratched and cannot be read by the DVD drive.
Shut down and restart your computer.
Clean the disc. For more information, see Cleaning CDs and DVDs.
Reinstall the DVD player program. For more information, see Reinstalling programs.
Reinstall the device driver. For more information, see Reinstalling device drivers.
DVDs and DVD drives contain regional codes that help control DVD title exports and help reduce illegal disc distribution. To be able to play a DVD, the disc's regional code and your DVD drive's regional code must match.
      The regional code on your DVD drive is determined by your computer's delivery address. The regional code for the United States and Canada is 1. The regional code for Mexico is 2. Your DVD drive's regional code must match the regional code for the disc. The regional code for the disc is on the disc, disc documentation, or disc packaging.
      If the DVD movie does not play, the disc's regional code and your DVD drive's regional code may not match.

Cleaning CDs and DVDs

    Clean discs by wiping from the center to the edge, not around in a circle, using a product, such as a soft cloth, made especially for cleaning CDs and DVDs.

Computer

The computer will not start

Make sure that the power cord is connected to an AC power source and your computer is turned on.

Computer display

Tips & Tricks

After you are in Windows, press the AUTO/SET button to automatically optimize your display settings. For more information, see OSD options.

The screen resolution is not correct

Change the screen resolution from the Display Properties dialog box. For more information, see Adjusting the screen resolution.

Help and Support

For more information about changing the screen resolution in Windows XP, click Start, then click Help and Support.

Type the keyword screen resolution in the HelpSpot Search box , then click the arrow.

The computer is running but there is no picture

Adjust the brightness and contrast controls to the center position. For more information, see OSD options.

The color is not uniform

    Make sure that the computer display warms up for at least 30 minutes before making a final judgment about color uniformity.

    Make sure that:

Non-shielded speakers are not placed too close to the computer display.
The computer is not positioned too close to another monitor, electric fan, fluorescent light, metal shelf, or laser printer.

The text on the display is dim or difficult to read

Adjust the brightness and contrast controls. For more information, see OSD options.
Change the display settings. For more information, see Adjusting the screen and desktop settings.
Make sure that your computer is not positioned too close to another monitor, electric fan, fluorescent light, metal shelf, or laser printer.

Diskette drive

The diskette drive is not recognized

Shut down and restart your computer.
Remove the drive pack and make sure that the cables are connected correctly to the diskette drive and the drive adapter card. Make sure that the pins are not bent or misaligned.

You cannot save a file to diskette or you see the message "disk is full or write-protected"

Make sure that the write-protection tab on the upper-right corner of the diskette is down (unprotected).
Delete unnecessary files on the diskette and try again.
Make sure that the diskette you are using is IBM-compatible.
Try a different diskette. Occasionally diskettes are flawed and cannot be read by the diskette drive.
Run Error-checking on the diskette. For more information, see Checking the hard drive for errors. If errors are detected and corrected, try using the diskette again.

You see a "Access Denied" or "Write protect" error message

Move the write-protection tab in the upper-right corner of the diskette down (unprotected).
The diskette may be full. Delete unnecessary files on the diskette and try again.
Make sure that the diskette you are using is IBM-compatible.
Try a different diskette. Occasionally diskettes are flawed and cannot be read by the diskette drive.

You see a "Disk is full" error message

Delete unnecessary files on the diskette.
Try a different diskette. Occasionally diskettes are flawed and cannot be read by the diskette drive.
Run Error checking on the diskette. For more information, see Checking the hard drive for errors. If errors are detected and corrected, try using the diskette again.

You see a "Non-system disk" or "Disk error" error message

Eject the diskette from the diskette drive, then press Enter.
Make sure that the diskette you are using is IBM-compatible.

The diskette drive LED is lit continuously

Remove the diskette from the drive. If the light stays on, try restarting your computer.
Remove the drive pack and make sure that the cables are connected correctly to the diskette drive and the drive adapter card. Make sure that the pins are not bent or misaligned.

File management

A file was accidentally deleted

    If the file was deleted at a DOS prompt or in Windows while holding down the Shift key, the file cannot be restored.

To restore files that were deleted in Windows:

    1. Double-click the Recycle Bin icon.

    2. Right-click the file you want to restore, then click Restore. The file is restored to the place where it was originally deleted from.
      If the Recycle Bin was emptied before you tried to restore a file, the file cannot be restored.

Help and Support

For more information about restoring deleted files in Windows XP, click Start, then click Help and Support.

Type the keyword System Restore in the HelpSpot Search box , then click the arrow.

Hard drive

You see an "Insufficient disk space" error message

Delete unnecessary files from the hard drive using Disk Cleanup. For more information, see Using Disk Cleanup.
Empty the Recycle Bin by right-clicking the Recycle Bin icon, then clicking Empty Recycle Bin.
Save your files to a diskette or another drive. If the hard drive is full, copy any files not regularly used to diskettes or other backup media, then delete them from the hard drive.

Help and Support

For more information about file management in Windows XP, click Start, then click Help and Support.

Type the keyword file management in the HelpSpot Search box , then click the arrow.

The hard drive cannot be accessed, or you see a "General failure reading drive C" error message

If a diskette is in the diskette drive, eject it and restart the computer.
Try restarting your computer by pressing Ctrl+Alt+Del.
Open the computer access panel and make sure that the cables are connected correctly to the hard drive. For more information about connecting the hard drive cables, see Replacing the hard drive.
If your computer has been subjected to static electricity or physical shock, you may need to reinstall the operating system.

You see a "Non-system disk" or "disk error" error message

Eject the diskette from the diskette drive, then press Enter.

Internet

You cannot connect to the Internet

Make sure that your computer is connected to the telephone line and the telephone line has a dial tone. Use the setup poster to make sure that the connections have been made correctly.
Make sure that no one else is using the telephone line.
If you have the call waiting feature on your telephone line, make sure that it is disabled.
Make sure that your account with your Internet service provider (ISP) is set up correctly. Contact your ISP technical support for help.
Make sure that you do not have a problem with your modem. For more information, see Modem.

Help and Support

For more information about troubleshooting Internet connections in Windows XP, click Start, then click Help and Support.

Type the keyword troubleshooting connections in the HelpSpot Search box , then click the arrow.

You see an "Unable to locate host" message and are unable to browse the Internet

    This problem can occur when you have typed a URL (Web address) incorrectly, you have lost your Internet connection, or your ISP is having technical difficulties.

    Double-check the URL or try a different URL. If the error message still appears, disconnect from the ISP connection and close your browser, then reconnect and open the browser. If you still get the error, your ISP may be having technical difficulties.

Connecting to a Web site takes too long

    Many factors can affect Internet performance:

The condition of the telephone lines in your residence or at your local telephone service
The condition of the Internet computers to which you connect and the number of users accessing those computers
The complexity of graphics and multimedia on Web pages
Having multiple Web browsers open, performing multiple downloads, and having multiple programs open on your computer

People are sending you e-mail messages, but you have not received any mail

Click the receive button in your e-mail program.
Make sure that your account with your Internet service provider (ISP) is set up correctly. Contact your ISP for technical support.

Keyboard

The keyboard does not work

Make sure that the keyboard cable is plugged in correctly. For more information, see the poster that came with your computer.
Remove all extension cables and switch boxes.
Clean the keyboard by using an aerosol can of air with a narrow, straw-like extension to remove dust and lint trapped under the keys.
Try a keyboard that you know works to make sure that the keyboard port works.
Reinstall the keyboard device driver. For more information, see Reinstalling device drivers.

A keyboard character keeps repeating or you see a "keyboard stuck" or "key failure" error message

Make sure that nothing is resting on the keyboard.
Make sure that a key is not stuck. Press each key to loosen a key that might be stuck, then restart your computer.

Liquid spilled in the keyboard

If you spilled liquid in the keyboard, turn off your computer and unplug the keyboard. Clean the keyboard and turn it upside down to drain it. Let the keyboard dry before using it again. If the keyboard does not work after it dries, you may need to replace it.

Memory

You see a "memory error" message during startup

Use PC Doctor or a third-party diagnostic program to help determine if a memory module is failing. If the memory module is failing, replace it. For more information, see Installing or replacing DIMM memory.
Check the memory module for correct seating and orientation. For more information, see Installing or replacing DIMM memory.

You see a "Not enough memory" error message

Close all programs, then restart your computer.

Help and Support

For more information about troubleshooting memory errors in Windows XP, click Start, then click Help and Support.

Type the keyword memory error in the HelpSpot Search box , then click the arrow.

Modem

Your modem does not dial or does not connect

Make sure that the modem cable is plugged into the modem jack and not the Ethernet network jack. See "Back" on page 4.
Make sure that your computer is connected to the telephone line and the telephone line has a dial tone. Use the setup poster to make sure that the connections have been made correctly.
Make sure that the modem cable is less than 6 feet (1.8 meters) long.
Remove any line splitters or surge protectors from your telephone line, then check for a dial tone by plugging a working telephone into the telephone wall jack.
If you have additional telephone services such as call waiting, call messaging, or voice mail, make sure that all messages are cleared and call waiting is disabled before using the modem. Contact your telephone service to get the correct code to temporarily disable the service. Also make sure that the modem dialing properties are set correctly.

To check the dialing properties in Windows XP:

      1. Click Start, then click Control Panel. The Control Panel window opens. If your Control Panel is in Category View, click Printers and Other Hardware.

      2. Click/Double-click the Phone and Modem Options icon, then click the Dialing Rules tab.

      3. Click the location from which you are dialing, then click Edit.

      4. Make sure that all settings are correct.

Help and Support

For more information about dialing properties in Windows XP, click Start, then click Help and Support.

Type the keyword dialing in the HelpSpot Search box , then click the arrow.

To check the dialing properties in Windows 2000:

      1. Click Start, Settings, then click Control Panel. The Control Panel window opens.

      2. Double-click the Modems icon, then click Dialing Properties. The Dialing Properties dialog box opens.

      3. Make sure that all settings are correct.

Disconnect any answering machine, fax machine, or printer that is on the same line as the modem. Do not connect these devices to the same telephone line as the modem.
Make sure that you are not using a digital, rollover, or PBX line. These lines do not work with your modem.
Check for line noise (scratchy, crackling, or popping sounds). Line noise is a common problem that can cause the modem to connect at a slower rate, abort downloads, or even disconnect. The faster the modem, the less line noise it can tolerate and still work correctly.
      Listen to the line using your telephone. Dial a single number (such as 1). When the dial tone stops, listen for line noise. Wiggle the modem cable to see if that makes a difference. Make sure that the connectors are free from corrosion and all screws in the wall or telephone jack are secure.
      You can also call your telephone service and have them check the telephone line for noise or low line levels.
Try another telephone line (either a different telephone number in your house or a telephone line at a different location). If you can connect on this line, call your telephone service.
Try connecting with the modem at a lower connection speed. If reducing the connection speed lets you connect, call your telephone service. The telephone line may be too noisy.

You cannot connect to the Internet

Your ISP may be having technical difficulties. Contact your ISP technical support for help.
See if the modem works with a different communications program. The problem may be with just one program.

Your 56K modem does not connect at 56K

    Current FCC regulations restrict actual data transfer rates over public telephone lines to 53K. Other factors, such as line noise, telephone service provider equipment, or ISP limitations, may lower the speed even further.

    If your system has a v.90 modem, the speed at which you can upload (send) data is limited to 33.6K. If your system has a v.92 modem, the speed at which you can upload data is limited to 48K. Your ISP may not support 48K uploads.

    You can check modem connection speeds and dial-up network (DUN) connections by accessing the gateway.your.way dial-up server . The server also contains drivers, patches, and updates for current Gateway hardware and software.

    The server provides a secure connection and is a stand-alone server. You cannot use it to access the Internet. The server cannot be accessed Mondays from 8:00 a.m. to 12:00 p.m. CT.

To access the gateway.your.way dial-up server:

    1. Insert the red Drivers CD into the CD, DVD, or recordable drive.

    2. Click Help, then click Support Web Site.

    3. To check your modem connection speed, click the Direct Dial option. After your modem connects, move the mouse pointer over the Dial-Up Networking icon (located next to the clock on your taskbar). Your modem connection speed appears.

Your fax communications program only sends and receives faxes at 14,400 bps even though you have a 56K modem

    Current fax technology only supports a maximum send and receive rate of 14,400 bps.

The modem is not recognized by the computer

Make sure that the line connected to the modem is working and plugged into the appropriate jack on the modem. Use the setup poster to make sure that the connections have been made correctly.
If the modem shares the telephone line with another device, make sure that the telephone line is not in use (for example, someone is on the telephone, or another modem is in use).
Use the modem cable that came with your computer. Some telephone cables do not meet required cable standards and may cause problems with the modem connection.
Shut down and restart your computer.
Run Windows modem diagnostics.

To run modem diagnostics in Windows XP:

      1. Close all open programs.

      2. Click Start, then click Control Panel. The Control Panel window opens. If your Control Panel is in Category View, click Printers and Other Hardware.

      3. Click/Double-click the Phone and Modem Options icon, then click the Modems tab.

      4. Click to select your modem, then click Properties. The Modem Properties dialog box opens.

      5. Click the Diagnostic tab, then click Query Modem. If information about the modem appears, the modem passed diagnostics. If no modem information is available, if a white screen appears with no data, or if you get an error such as port already open or the modem has failed to respond , the modem did not pass diagnostics.

Help and Support

For more information about modem troubleshooting in Windows XP, click Start, then click Help and Support.

Type the keyword modem troubleshooting in the HelpSpot Search box , then click the arrow.

To run modem diagnostics in Windows 2000:

      1. Close all open programs.

      2. Click Start, Settings, then click Control Panel. The Control Panel window opens.

      3. Double-click the Modems icon. The Modems Properties dialog box opens.

      4. Click the Diagnostic tab, click the COM port next to the name of the modem, then click More Info. The Modem Info dialog box opens.

      If information about the modem appears, the modem passed diagnostics. If no modem information is available, if a white screen appears with no data, or if you get an error such as port already open or the modem has failed to respond, the modem did not pass diagnostics.

Reinstall the device driver. For more information, see Reinstalling device drivers.

The modem is noisy when it dials and connects

    When your modem tries to connect to another modem, it begins handshaking . Handshaking is a digital "getting acquainted" conversation between the two modems that establishes connection speeds and communication protocols. You may hear unusual handshaking sounds when the modems first connect. If the handshaking sounds are too loud, you can turn down the modem volume.

To turn down the modem volume in Windows XP:

    1. Click Start, then click Control Panel. The Control Panel window opens. If your Control Panel is in Category View, click Printers and Other Hardware.

    2. Click/Double-click the Phone and Modem Options icon, then click the Modems tab.

    3. Click the modem you want to adjust, then click Properties.

    4. Click the Modem tab, then adjust the Speaker volume control.

    5. Click OK twice to close the Phone and Modem Options dialog box.

To turn down the modem volume in Windows 2000:

    1. Click Start, Settings, then click Control Panel. The Control Panel window opens.

    2. Double-click the Modems icon. The Modems Properties dialog box opens.

    3. Click the General tab, click the modem you want to adjust, then click Properties.

    4. Adjust the Speaker volume control.

    5. Click OK.

Mouse

The mouse does not work

Make sure that the mouse cable is plugged in correctly.
Shut down and restart your computer.
Remove all extension cables and switch boxes.
Try a mouse that you know works to make sure that the mouse port works.
Reinstall the device driver. For more information, see Reinstalling device drivers.

The mouse works erratically

    If the mouse pointer begins moving erratically across the computer display or becomes difficult to control precisely, cleaning the mouse will likely improve its accuracy.

If you have an optical mouse, clean the mouse by wiping the bottom with a clean, damp cloth. Make sure that the optical sensor is clean and free or debris.
Some mouse pad patterns "confuse" optical mice. Try the mouse on a different surface.

Power

My system is turned on but nothing is getting power

If your computer is plugged into a surge protector, make sure that the surge protector is connected securely to an electrical outlet, switched on, and working correctly.
Make sure that the electrical outlet is working by plugging a working device, such as a lamp, into the outlet, then turning it on to test the outlet.
Make sure that all devices are connected securely and the surge protector is turned on.

Printer

Printer will not turn on

Make sure that the power cord is plugged into an AC power source.
Make sure that the electrical outlet is working by plugging a working device, such as a lamp, into the outlet, then turning it on to test the outlet.

Printer is on but will not print

Make sure that the printer is online. Many printers have an online/offline button that you may need to press.
If the printer you want to print to is not the default printer, make sure that you have selected it in the printer setup.

To set a default printer in Windows XP:

      1. Click Start, then click Control Panel. The Control Panel window opens. If your Control Panel is in Category View, click Printers and Other Hardware.

      2. Click/Double-click the Printers and Faxes icon. The Printers and Faxes window opens.

      3. Right-click the name of the printer you want to be the default printer, then click Set as Default Printer.

To set a default printer in Windows 2000:

      1. Click Start, Settings, then click Printers.

      2. Right-click on the name of the printer you want to be the default printer, then click Set as Default.

Make sure that the cable between the printer and your computer is connected securely to the correct port.
Check the port and cable for bent or broken pins.
Reinstall the printer driver. See the documentation that came with your printer for instructions on installing the printer driver.

You see a "Printer queue is full" error message

Make sure that the printer is not set to work offline.

To make sure that the printer is not set to work offline in
          Windows XP:

      1. Click Start, then click Control Panel. The Control Panel window opens. If your Control Panel is in Category View, click Printers and Other Hardware.

      2. Click/Double-click the Printers and Faxes icon. The Printers and Faxes window opens.

      3. Right-click the name of the printer you want to use. If the menu shows a check mark next to Use Printer Offline, click Use Printer Offline to clear the check mark.

Help and Support

For more information about printer troubleshooting in Windows XP, click Start, then click Help and Support.

Type the keyword printer troubleshooter in the HelpSpot Search box , then click the arrow.

To make sure that the printer is not set to work offline in
          Windows 2000:

      1. Click Start, Settings, then click Printers.

      2. Right-click the name of the printer you want to use. If the menu shows a check mark next to Use Printer Offline, click Use Printer Offline to clear the check mark.

Wait until files have been printed before sending additional files to the printer.
If you print large files or many files at one time, you may want to add additional memory to the printer. See the printer documentation for more information about adding additional memory.

You see a "Printer is out of paper" error message

After adding paper, make sure that the printer is online. Many printers have an online/offline button that you need to press after adding paper.

Sound

You are not getting sound from the speakers

Make sure that the volume controls are turned up. For more information, see "Adjusting the volume in Windows XP" or "Adjusting the volume in Windows 2000".
Make sure that mute controls are turned off. For more information, see "Adjusting the volume in Windows XP" or "Adjusting the volume in Windows 2000".
If you are using external speakers, make sure that the speakers are turned on.
If you are using external speakers, see the speaker setup poster to check your speaker connections.

Help and Support

For more information about sound troubleshooting in Windows XP, click Start, then click Help and Support.

Type the keyword sound troubleshooter in the HelpSpot Search box , then click the arrow.

Telephone support

Before calling Gateway Technical Support

    If you have a technical problem with your computer, follow these recommendations before contacting Gateway Technical Support:

Make sure that your computer is connected correctly to a grounded AC outlet that is supplying power. If you use a power strip, make sure that it is switched 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 Gateway, see the manufacturer's documentation and technical support resources.
If you have "how to" questions about using a program, check:
Online Help
Printed documentation
The program 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 client 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. For more information, see Identifying your model.
Make sure that your computer is nearby at the time of your call. The technician may have you follow appropriate troubleshooting steps.

Telephone support

    Gateway offers a wide range of customer service, technical support, and information services.

Automated troubleshooting system

Service description How to reach

Use an automated menu system and your telephone keypad to find answers to common problems.

800-846-2118 
(US)
877-709-2945 
(Canada)

Telephone numbers

    You can access the following services through your telephone to get answers to your questions:

Resource Service description How to reach

Fax on demand support

Order a catalog of documents on common problems, then order documents by document numbers. The documents will be faxed to you.

800-846-4526 
(US)
877-709-2951 
(Canada)

Gateway's fee-based software tutorial service

Get tutorial assistance for software issues billed by the minute.

800-229-1103 
(charged to your credit card)
900-555-4695 
(charged to your telephone bill)

Gateway Technical Support

Talk to a Gateway Technical Support representative about a non-tutorial technical support question. (See "Before calling Gateway Technical Support" before calling.)

TDD Technical Support (for hearing impaired) is available:

Weekdays 6:00 a.m. - 8:00 p.m. Central Time

Weekends 6:00 a.m. - 5:00 p.m. Central Time

800-846-2301 
(US)
800-846-3609 
(Canada and Puerto Rico)
605-232-2191
(all other countries)

800-846-1778 (TDD)

America Online

Get support for your America Online ISP account.

800-827-6364 
(US)

888-265-4357 
(Canada)

CompuServe

Get support for your CompuServe ISP account.

800-848-8990 
(US)

Sales, accounting, and warranty

Get information about available systems, pricing, orders, billing statements, warranty service, or other non-technical issues.

800-846-2000 
(US)
888-888-2037 
(Canada)

Tutoring and training

    Gateway's Technical Support professionals cannot provide hardware and software training or tutorial services. Instead, Gateway recommends the following tutoring and training resources.

Self-help

    If you have how-to questions about using your Gateway-supplied hardware or software, see the following resources:

"Getting Help".
The printed or online documentation that came with your hardware or software. In many cases, additional product information and online documents for Gateway-supplied hardware can be found in our Web site's Documentation Library.
This user's guide.
The software publisher's Web site.
The hardware manufacturer's Web site.

Help and Support

For more how-to information about Windows XP, click Start, then click Help and Support.

Type the keyword practice in the HelpSpot Search box , then click the arrow.

Tutoring

    For help on using hardware or software that came with your Gateway computer, contact Gateway's fee-based tutorial hotline:

800-229-1103
(rate charged per minute; charged to a major credit card)
900-555-4695
(rate charged per minute; charged to your telephone bill)

Training

    Gateway provides the following in-person and computerized training:

Resource Service description For more information

In-Store Training at Gateway stores

Our friendly and knowledgeable software trainers can teach you how to use the Internet and the most popular software programs, including Microsoft Word, Excel, and PowerPoint.

www.gateway.com/country

Gateway Learning Libraries

A variety of courses and tutorials are available on CD. Select from several easy-to-use learning libraries.

www.gateway.com/training

Online Training from Learn@Gateway

More than 450 online courses are available from Learn@Gateway. All you have to do is go online and log in. You select the subject matter, and the learning format (self-paced tutorials or virtual classrooms), all from the comfort of your computer.

www.learnatgateway.com/