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CHAPTER 6: Troubleshooting
60
Telephone support
Before calling Gateway Customer Care
If you have a technical problem with your server, follow these recommendations before
contacting Gateway Customer Care:
• Make sure that your server is connected correctly to a grounded AC outlet that is supplying
power.
• If a peripheral device, such as a keyboard or mouse, does not appear to work, make sure
that all cables are plugged in securely and plugged into the correct port or jack.
• If you have recently installed hardware or software, make sure that you have installed it
following 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:
• The program’s online Help
• The program’s documentation
• Your operating system’s documentation
• The software or hardware manufacturer’s Web site
• See “Troubleshooting” on page 66.
• Have your client ID, serial number (usually located on the back of your server case), and
order number available, along with a detailed description of your issue, including the exact
text of any error messages, and the steps you have taken.
• Make sure that your server is nearby at the time of your call. The technician may have
you follow appropriate troubleshooting steps.
• Consider using Gateway’s online technical support. Gateway’s Web site has FAQs, tips, and
other technical help. You can also use the Web site to e-mail Customer Care. For more
information, visit Gateway’s Customer Care Web site at support.gateway.com.
Telephone support
Gateway offers a wide range of customer service, technical support, and information services.
Telephone numbers
You can access the following services through your telephone to get answers to your questions:
Resource Service description How to reach
Gateway’s
fee-based software
tutorial service
Get tutorial assistance for software issues. 800-229-1103 (charged to your
credit card)
Gateway Customer
Care
Talk to a Gateway Customer Care representative
about a non-tutorial technical support question.
877-485-1464 (US) (say the word
“Server”) 800-846-3609 (Canada
and Puerto Rico)
605-232-2191
(all other countries)
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)