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Chapter 8: Troubleshooting
Telephone support
Before calling Gateway Customer Care
If you have a technical problem with your computer, follow these recommendations before
contacting Gateway Customer Care:
■ Make sure that your computer is connected correctly to a grounded AC 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 Gateway, 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.
■ 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.
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.