Troubleshooting and FAQs

Troubleshooting your computer

This section includes troubleshooting suggestions from our Client Care department that may help you solve a problem without having to call us. Other sources of information include our web site at www.gateway.com and other information resources on your System Restoration CD.

If these solutions do not solve your problem, see "Contacting Gateway" at the end of this chapter or your warranty booklet for other help resources.

Problem Solution

AC Power


Your computer doesn't turn on

  • Make sure all power connections are secure.
  • Make sure electricity is supplied to the outlet for the power cord.
  • Make sure the cables are free from cuts or damage. Replace any damaged cables.

CD/DVD-ROM Drive


Your CD/DVD drive will not read any discs.

The disc may not be properly seated in the tray. Retaining clips are built into the disc spindle. When you place a disc into the drive, make sure you press the disc firmly onto the spindle so the retaining clips hold it in place.

Error Messages


Access denied

Try saving to a new file or diskette, or move the write protection tab over the hole on the back of the diskette.

Bad command or file name

Check to make sure you typed the correct command. Verify which drive was specified, then retry. A bad command or file name may be in the AUTOEXEC.BAT or the CONFIG.SYS file. The boot sector may have been altered by a virus.

Data error

This may be a result of a defective area on the disk. To fix disk problems click Start, then select Programs, Accessories, System Tools, then ScanDisk.

Divide overflow error

You need to make a change in the BIOS Setup menu.

    1. During startup, press F2 to enter Setup. A message appears that reads "Warning the CMOS checksum is invalid. Default values will be loaded."
    2. Press Enter to go to the Exit menu and select Save the changes and exit.

General failure reading drive C:

Try restarting a few times by pressing Ctrl +Alt +Delete . If this doesn't solve the problem, call Client Care.

Insufficient disk space

  • If possible, save your files to another disk or drive.
  • To check the available space click Start, then select Programs, then Windows Explorer. Then, click the icon for the disk you want to check.
  • Delete unnecessary files.
  • Empty the Recycle Bin by right-clicking the Recycle Bin icon and selecting Empty.
  • If the hard disk drive (C:) is full, copy any files not regularly used to diskette or other backup media, then delete them from the hard disk drive.

Invalid password

Enter the password again. If it is a program that is asking for a password, consult the documentation that shipped with it for the specific instructions to clear the password so you can enter a new one. If you forgot the system's CMOS password, you must contact Client Care to fix the problem.

Keyboard stuck or key failure

Remove any objects resting on the keyboard and restart the computer.

Memory size error

  1. During startup, press F2 to enter Setup. When the computer enters the Setup program, it automatically recognizes the amount of installed memory.
  2. Press Enter to go to the Exit menu and select Save the changes and exit.

Memory error

Make sure the memory modules are inserted correctly and securely on the system board. See "Installing memory (RAM)" on page 23 for instructions on inserting memory modules.

Non-system disk or disk error

Eject the diskette from the diskette drive and press Enter .

Not enough memory

Close any programs you are not using.

Print queue is full

Wait until some files have been printed before sending additional files to the printer. Make sure the printer is not set to work offline:

  1. Click Start, then select Settings, then Printer.
  2. Double-click the icon for the printer to which you are printing.
  3. Click Printer and verify that the Work Offline check box is not selected. If it is selected, click to clear the check box.

If you print large files or many files at one time, you may want to add additional memory to the printer. Consult the printer documentation for instructions about adding additional memory.

Time and date not set

The internal battery that keeps the clock/calendar going ran completely down.

To reset the time and date:

  1. During startup, press F2 to enter Setup.
  2. In the Main menu, change the time and date to the proper settings.
  3. Press Enter to go to the Exit menu and select Save the changes and exit.

Write protect error

Remove the write protection or use another diskette. To remove the write protection from the diskette, slide the tab over the hole on the back of the diskette.

File Management

You accidentally deleted a file.

To retrieve deleted files:

  1. Double-click the Recycle Bin icon.
  2. Highlight the file you deleted by clicking on it.
  3. On the Edit menu, select Undo Delete and the file will be retrieved.

If the file was deleted at a DOS prompt, however, the file is not retrievable.

Hard Drive


The hard disk drive cannot be accessed

  • If your computer has recently been subjected to static electricity or physical shock, you may need to reinstall the operating system.
  • The system may be attempting to start from the diskette drive first. Go to the Setup menus and check the Boot sequence setting under the Boot menu to make sure it is set to [C: then A:].

Passwords


The computer won't accept your password.

Check the LED indicators for Caps Lock and Pad Lock. If either one is on, turn it off (you can do this before entering the password). Then retype the password.

You forgot your boot password.

The password feature is very secure with no easy way to erase a forgotten password. If you haven't used the Backup password option in the Security menu, you must return your system to us for repair. Call Client Care for instructions.

Sound


You are not getting sound from your speakers.

Make sure the volume is turned up for the speakers (using the volume wheel) and in Windows. Click the Speaker icon in the lower right corner of the screen and drag the volume slider up if necessary. Also make sure that the Mute check box is not selected.

Video Display


The screen is too dark.

Check the brightness control.

The LCD does not display properly

  • Make sure that the brightness is turned up. The screen simply may be too dark to see.

Fixing DVD problems

Problem Solution

The disc will not play.

  • Make sure the DVD Player application is open.
  • Make sure the disc is placed correctly in the tray.
  • Make sure the disc is not warped or damaged.
  • Make sure the disc has the correct regional restriction code for your area.
  • Try another disc.

Video is jerky and drops frames.

  • Make sure that the disc is clean.
  • Make sure that the disc is not warped or damaged.
  • Make sure that the DMA option is enabled. To check the DMA setting, see "To check the DMA setting" below.

Screen resolution is poor.

The screen resolution settings may have changed, and you should restore the original resolution. To restore the resolution, see "To change screen resolution" below.

Several features are not available.

Language, alternate viewing angle, title, subtitle, and parental control features may not be available in the DVD title you are playing.

Audio is too quiet or is unavailable.

  • Make sure the mute button in the DVD Player control panel is not turned on.
  • Adjust the volume control wheel on the front panel.
  • Adjust the DVD Player control panel volume buttons, speaker volume, or system volume controls. See Using Your Gateway Profile for more information on adjusting volume levels.

You forgot the parental control password.

The only way to clear a forgotten parental control password is to reinstall your DVD Player software. See "Reinstalling system software" on page 51.

To check the DMA setting:
    1. Click Start, then select Settings, then Control Panel. The Control Panel opens.
    2. Double-click the System icon. The System Properties dialog box opens.
    3. Click the Device Manager tab.
    4. Double-click the CD-ROM icon, then the Matshita DVD-ROM SR-8171 icon. The Matshita DVD-ROM SR-8171 Properties dialog box opens.
    5. Click the Settings tab.
    6. If the DMA check box is selected, click OK.
      - OR -
      If the DMA check box is cleared, click to select the check box, then click OK.
    1. Close the System Properties and Control Panel dialog boxes.
    2. Click Start, then select Shut Down, Restart, then OK. The system restarts.
To change screen resolution:
    1. Click Start, then select Settings, then Control Panel.
    2. Double-click the Display icon. The Display Properties dialog box opens.
    3. Click the Settings tab.
    4. Drag the Screen area slider to 1024 by 768 pixels, then click OK.

Frequently asked questions

    This section includes frequently asked questions (FAQs) about using Gateway Profile computers. Other sources of information include our web site at www.gateway.com and other information resources on your System CD.

    Question Answer

    Hard Drive

    What is FAT32?

    FAT (File Allocation Table) is a system designed to manage data on the hard disk drive. FAT32 lets the computer use up to 2 TB (2 Terabytes) of hard drive space per partition. FAT16 lets the computer use only 2.0 GB (2.0 Gigabytes) of hard drive space per partition.

    When can I use FAT32 versus FAT16?

    To use FAT32 you must have Windows 98 (your computer's default) or a recent release of Windows 95 (Windows 95B or Windows 95C) as the operating system.

    These operating systems do not recognize FAT32:

    • Windows 3.1x
    • Windows for Workgroups 3.1x
    • Windows NT
    • Windows OSR1 and original retail Windows 95

    If you are using one of these operating systems, you will have to use the FAT16 file system. If you have Windows NT, you can use the NT File System (NTFS) instead of FAT16 to allow the computer to address all the hard drive space as one partition. To set up NTFS, follow the instructions in the "read first" guide that came with the Windows NT system.

    I have a 4 GB hard disk drive and I only have 3.5 GB of software installed, but I keep getting "Disk Full" error messages. Why?

    When you delete files, they are not immediately removed from your hard drive, but instead are placed in a folder on your hard drive called Recycle. Emptying your Recycle Bin permanently removes these files from your hard drive.

    To empty your Recycle Bin:
    1. Right-click on the Recycle Bin icon.
    2. Select Empty Recycle Bin from the menu.
    3. Click OK in the confirmation dialog box.

    Internet


    How do I connect to my Internet provider?

    Your Internet Service Provider (ISP) may be a service like gateway.net, AOL, CompuServe, or the Microsoft Network, or a local company. You already have the basic software needed to browse, but it is the ISP that actually connects your optional modem to the Internet.

    Most ISPs provide a packet of information when you subscribe to their service. This information, in most cases, contains detailed instructions for configuring your computer to connect to their service. Most ISPs let you to use Windows Dial Up Networking to make the connection to the ISP. Usually it is a good idea to contact your ISP if you are having difficulties connecting.

    When I open up Internet Explorer, I receive a message "unable to locate host" and I am unable to browse the Internet. Why?

    		This problem can occur when you've lost your Internet connection (disconnected), the ISP is having technical difficulties, or you typed the incorrect URL (web address).
      1. Disconnect the ISP connection and shut down your browser.
      2. Restart the connection and the browser. If you still get the error, double-check the URL or try a different URL. If the error message still appears, it's most likely a problem with your ISP or Internet connection.

    What is a "cookie"?

    Cookies are bits of information some web sites write to and store on your computer. For example, if you create a custom page on a web site, you create a large cookie. After you select the options you want for your page, the server writes that information to your cookie to retrieve when you visit the site again later. Another example shopping sites where you can add items to a "shopping cart." The cookie keeps track of the shopping cart information so you can leave the site and come back later and not have to start all over.

    How can I make a picture I find on the Internet my wallpaper?

    Right-click on the picture and select Set as Wallpaper from the menu that opens. The picture now appears on your desktop.

    Printers


    How do I set up a printer on my Gateway Profile?

    1. Click Start, then select Settings, then Printers.
    2. Double-click the Add Printer icon, then follow the on-screen instructions.

    ScanDisk


    When I started my computer, it ran ScanDisk. What's happening?

    The computer may have been disconnected from power, had its power interrupted, or was improperly shut down. Windows automatically runs ScanDisk when it senses that the computer was improperly shut down. This is usually a good thing because ScanDisk fixes any errors on your computer's hard disk drive and minimizes data loss.

    Software


    I am installing a new game, and the installation program is asking me if it can update my current DirectX drivers. Should I let it?

    Select No. Most games install a version of Direct X that is older than the one on your system. When the older version is installed, it may cause video display problems.

    Video Display

    How do I change the video resolution on my LCD or my external monitor?

    To change the resolution:

    1. Click Start, then select Settings, then Control Panel. The Control Panel opens.
    2. Double-click the Display icon, then click the Settings tab.
    3. Adjust the resolution and color depth. At the highest resolutions, not all color depths may be available.

    Windows


    How can I exit Windows properly without using my mouse?

    1. Press Ctrl+Esc . The Start menu opens.
    2. Press the up arrow once to select Shut Down. The Shut Down Windows dialog box opens with the Shut down the computer? option selected.
    3. Press Enter .

Managing system resources

About IRQs

    Your Gateway Profile supports devices by assigning resources from your system called interrupt requests (IRQs). Devices that you add on to your system, such as a PC Card, also require IRQs.

    By default, your system has two IRQs that can be used for additional devices. Devices such as PC Cards that are 16-bit and 32-bit devices cannot share the same IRQ, and must be assigned individual IRQs. Use the table below to help determine which IRQs to disable if you need to free up resources for a new device.

    IRQ Device use

    0

    System timer

    1

    Keyboard

    2

    Programmable interrupt controller

    3

    Available

    4

    (COM1)

    5

    Audio system

    6

    Diskette drive controller

    7

    Printer Port (LPT1)

    8

    System CMOS/real time clock

    9

    SCI IRQ used by ACPI bus (Windows 98)

    10

    CardBus controller

    11

    LT modem and USB controller

    12

    Mouse

    13

    Numeric data processor

    14

    Hard disk drive controller

    15

    Secondary drive controller (CD/DVD drive)

Checking resources

    You can check your computer's IRQ usage in Windows Device Manager.

To check IRQ usage:

    1. Click Start, then select Settings, then Control Panel. The Control Panel opens.
    2. Double-click the System icon, then click the Device Manager tab.
    3. Click Properties. The Computer Properties dialog box opens with the hardware IRQs displayed.

Freeing resources

    If you try to add a PC Card or other device and the system does not have enough available IRQs, check the device documentation to make sure you have properly installed it. If you still have problems getting the device to work, use the following procedure to free resources.

To free resources:
    1. Click Start, then select Settings, then Control Panel. The Control Panel opens.
    2. Double-click the System icon. The System Properties dialog box opens.
    3. Click the Device Manager tab.
    4. Check the properties for the PC Card you installed for a resource conflict.
      A PC Card with a resource conflict appears as a black exclamation point within a yellow circle .
      A PC Card that is disabled appears with a red X through the icon .
    1. Remove the PC Card you are trying to install.
    2. Determine which one of your ports you can temporarily disable. For example, you could disable the serial port.
    3. In the Device Manager, select Ports from the directory tree, then select the port you want to disable.
    4. Click Properties.
    5. In the Device usage area, click to select the Disabled in this hardware profile check box.
    6. Click OK.
    7. When you are done using the PC Card, return to the Device Manager and enable the port by removing the check in the Disabled in this hardware profile box.