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Troubleshooting
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If
your system does not operate correctly, review the instructions you
have performed and then try them again if necessary. If an error occurs
while using a program, see the documentation supplied with the program
for troubleshooting help.
This chapter
gives possible solutions to common problems. If the suggestions in this
chapter do not fix your problem, Getting
Technical Assistance.
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While
troubleshooting your computer, do not attempt to open your computer.
There are no user serviceable parts in the computer. Opening the
computer could be extremely dangerous and voids the warranty.
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First steps
If you have problems with your computer, try these things first:
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Make sure the power cable is connected to your computer and an AC outlet and that the AC outlet is supplying power.
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If you use a power strip, make sure it is switched on.
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If a peripheral device, such as the keyboard, mouse, or printer does not work, make sure that all connections are secure.
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If an error message appears on the screen, write down the entire message. You may need this information when you contact technical support.
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If an error occurs in a program, consult the program online Help and printed documentation for more troubleshooting help.
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CD/DVD drive
The computer does not recognize the CD/DVD drive
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Make sure the CD/DVD label is facing upward.
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Check the CD/DVD manufacturer's instructions.
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Shut down, then restart your computer.
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Audio CD/DVD does not produce sound
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Make sure that the speaker and software volume controls are turned up and that the volume level control program on the taskbar is not set to Mute.
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Make sure the CD/DVD label is facing upward, then try again.
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Shut down, then restart your computer.
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A DVD movie will not play
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Make sure the label is facing upward, then try again.
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Check the DVD for scratches.
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Shut down, then restart your computer.
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Make sure the disc regional code and your DVD drive regional code match.
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Computer
The computer will not start
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Make sure the power cable is connected to an AC power source.
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If your system is plugged into a surge protector, make sure the surge protector power switch is turned on.
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Press the computer power button.
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Diskette drive
The diskette drive is not recognized
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Shut down, then restart your computer.
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Cannot save file to diskette. Get message "disk is full or write-protected"
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Delete unnecessary files on the diskette and try again or insert a new diskette.
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Make sure that the write-protection tab on the upper-right corner of the diskette is not closed (write-protected).
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Make sure the diskette you are trying to use is IBM compatible. If it is, try reformatting it. If the diskette is not IBM-compatible, use a different diskette.
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The diskette drive LED is lit continuously
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Remove the diskette from the drive. If the light remains on, try restarting your computer.
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Shut down, then restart your computer.
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Hard drive
Cannot save file. Get "disk is full" message
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Empty the Recycle Bin.
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Check to see if your hard drive has more than one logical drive. Usually the second drive is labeled D:. If you have a drive D:, save the file on that drive.
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Internet
Cannot connect to the Internet
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Make sure your computer is connected to phone line.
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Make sure your account with your Internet Service Provider (ISP) is set up properly.
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If you have the call waiting feature on your telephone line, make sure it is disabled.
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Test your phone line for dial tone and noise. If you think you may have noise on your phone line, contact your telephone company and have the line checked.
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Make sure you do not have a problem with your modem. See "Modem for information about solving modem problems.
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Connecting to a Web site takes too long
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Conditions of the phone lines in your residence
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Conditions of the phone lines and switches at your local telephone company
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Conditions of the Internet computers to which you connect and the number of users accessing those computers
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Complexity of graphics and multimedia on Web pages
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Having multiple Web browsers open, performing multiple downloads, and having multiple programs open on your computer
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Keyboard
The keyboard does not work
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Check the keyboard cable. Make sure it is plugged in correctly.
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If you spilled liquid in the keyboard, turn off your computer. Drain the keyboard by turning it upside down and letting it dry before turning your computer back on.
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Try a keyboard you know is working.
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A key keeps repeating
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Make sure nothing is resting on the keyboard.
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Make sure a key is not stuck. If a key is stuck, clear it, then turn your computer off, wait for a few seconds, then turn your computer back on.
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Modem
The modem is not recognized by the computer
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Make sure the line connected to the modem is live and plugged into the green port on the back of your computer and into the wall phone jack.
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If the modem shares the telephone line with another device, make sure the telephone line is not in use (for example, someone is on the phone, or another modem is in use).
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Shut down, then restart your computer.
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Screen
The screen resolution is not correct
The computer is running but there is no display
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Make sure the computer is plugged in and turned on. If the computer is turned on, the power LED should be lit.
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The text on the display is dim or difficult to read
The video is distorted
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Move the computer away from sources of electrical interference, such as televisions, unshielded speakers, microwaves, fluorescent lights, and metal beams or shelves.
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Mouse
The mouse does not work
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Make sure that the mouse cable is plugged in correctly.
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Plug the mouse into a different USB port.
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Try a mouse you know is working.
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The mouse works erratically
Power
My system is turned on but nothing is getting power
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Make sure the surge protector is securely connected to an electrical outlet, switched on, and working properly. Plug a working device, such as a lamp, into the outlet. Turn it on to test the outlet.
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Make sure all components are securely connected to the surge protector and properly switched on.
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Printer
Printer will not turn on
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Make sure the power cable is plugged into an AC power source.
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Make sure the printer is turned on. If the printer has power, the power LED should be on.
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Try another printer, if one is available.
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Printer is on but will not print
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Check the cable between the printer and your computer. Make sure it is securely connected to the USB port.
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If the printer to which you are trying to print is not the default printer, select it as the default printer using the program printer setup function:
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Click Start, then select Settings, then Printers.
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Right-click on the name of the printer you want to be the default printer.
A popup menu opens.
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Select Set as Default.
Home networking
You are having poor application performance
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Applications that require a large amount of memory may perform poorly when home networking is running DVD, TV Tuner, or Create and Share dropping frames. If performance is unacceptable in the application, shut down the home networking and ISS application.
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You get the message "The client and/or server is not found"
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Check your telephone lines to make sure they are connected correctly.
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Make sure the client and server are connected to the same telephone line.
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Make sure the client and server are less than 500 feet apart.
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Functionality within America OnLine (AOL) is hampered on the client system
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Disable advertisements to use AOL with ISS.
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Make sure that you are not using the buddy list to send or retrieve e-mails.
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Make sure you are not using AOL channels over the network.
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You cannot connect to the Internet from an ISS client computer
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Make sure your ISP account is valid.
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Connect directly to your ISP from the server computer, bypassing the ISS.
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Make sure the ISS server is turned on.
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Make sure the ISS client computer or ISS server computer is logged onto the network.
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You cannot connect to the Internet from an ISS client computer and your Internet provider is America OnLine (AOL)
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Make sure you have a valid AOL account
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Move to your ISS server computer and connect to AOL. If you still cannot connect, contact AOL for help.
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Make sure you have correctly entered your AOL password, or that AOL has correctly "remembered" your password.
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Make sure you have disabled AOL advertising.
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If your ISS client computer still cannot access the Internet using AOL software, use another Internet browser such as Microsoft Internet Explorer or Netscape Navigator instead.
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You cannot connect to the Internet from an ISS client computer and your Internet provider is AT&T WorldNet
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Make sure the AT&T software is configured properly on the ISS client computer.
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Your computer cannot detect drives on other computers
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Make sure the other computers are turned on, have shared drives, and are logged into the network.
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You cannot write or save files to a network drive
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Make sure that the drive is not set for Read Only access. Run the Sharing and Mapping software on the computer whose drive you want to share, and change the drive access to Write, Read, or Delete.
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