Troubleshooting User Guide
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Table of contents 1 Quick checklist The computer will not start up. ............................................................................................................. 2 The computer screen is blank. ............................................................................................................. 3 The software is functioning abnormally. ............................................................................................... 4 The computer is turned on, but is not responding. .
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1 Quick checklist If you experience computer problems, follow the troubleshooting steps below: 1. Refer to the information in this chapter. 2. Access additional information about the computer and Web site links through the Help and Support Center. NOTE Although many checkup and repair tools require an Internet connection, other tools can help you fix a problem when the computer is offline. 3. ENWW Contact Customer Care for any further assistance. Refer to the "Customer Care" chapter in this guide.
The computer will not start up. To turn on the computer, press the power button. When the computer is turned on, the power light is turned on. If the computer and the power light are not turned on when you press the power button, adequate power may not be available to the computer.
The computer screen is blank. If you have not turned off the computer but the screen is blank, one or more of the following may be the cause: ● The computer may be in standby or hibernation. ● The computer may not be set to display the image on the computer screen. ● The display switch or the ambient light sensor (select models only) may not be functioning properly. The suggestions below may help you determine the reason the computer screen is blank.
The software is functioning abnormally. If the software becomes unresponsive or responds abnormally: ● Restart the computer: ● In Windows XP Home, select Start > Turn Off Computer > Restart. ● In Windows XP Professional, select Start > Turn Off Computer > Restart > OK. (If you have been registered to a domain, the button you click will be called Shut Down instead of Turn Off Computer.
The computer is turned on, but is not responding. If the computer is turned on, but is not responding to software applications or keyboard commands, try first to shut down the computer through the operating system by selecting Start > Turn Off Computer > Turn Off. (If you have been registered to a domain, the button you click will be called Shut Down instead of Turn Off Computer.) If the computer remains unresponsive, try the emergency shutdown procedures in the following sequence: 1.
An external device is not working. If an external device does not function as expected: ● Turn on the device as instructed in the device user guide. Some devices, such as monitors and printers, may not be powered by the computer, and must be turned on before the computer is turned on. ● Be sure that ● All device connections are secure. ● The device is receiving electrical power. ● The device is compatible with your operating system.
● If the Wireless Network Connection window displays the “Windows cannot configure this wireless connection” message, or the Wireless Networks tab is inaccessible or missing from the Wireless Network Connection Properties window, check to see if a third-party utility has been installed. Most third-party configuration utilities disable the Windows configuration utility.
9. Be sure that the wireless router (access point) is placed as high as possible in the room, such as on top of a bookcase. 10. Check the wireless router (access point) functionality and configuration. ● Temporarily disable any wireless encryption to see if the computer will connect to the wireless network.
2 Customer Care If you are unable to find the help you need by using the Help and Support Center, you may need to contact Customer Care. Preparing to contact Customer Care For the fastest possible resolution of your problem, have the computer and the following information available when you call or e-mail: ● Product name located on the display or keyboard. ● Serial number (S/N) listed on the service tag. ● The service tag label is on the bottom of the computer.
Taking the computer to a service partner If Customer Care advises you to take the computer to a service partner, be sure to provide the service partner with the information listed in "Preparing to contact Customer Care," earlier in this chapter. In addition 10 ● Be sure either to delete all passwords or to disclose all passwords to the service partner so that they can access the computer. ● Back up all information on the hard drive.
Index B blank computer screen 3 C checklist, troubleshooting 1 computer screen blank 3 Customer Care 9 O overheated computer 5 S screen blank 3 software abnormal behavior 4 unresponsive 5 T troubleshooting abnormal software behavior 4 blank computer screen 3 computer not starting up 2 Customer Care 9 nonworking external device 6 overheated computer 5 quick checklist 1 unresponsive computer 5 wireless network 6 W wireless network 6 ENWW Index 11
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