Troubleshooting Document Part Number: 383067-003 December 2005
Contents 1 Quick checklist The computer will not start up. . . . . . . . . . . . . . . . . . . . . The computer screen is blank. . . . . . . . . . . . . . . . . . . . . . The software is functioning abnormally. . . . . . . . . . . . . . The computer is turned on, but is not responding.. . . . . . The computer is unusually warm. . . . . . . . . . . . . . . . . . . An external device is not working. . . . . . . . . . . . . . . . . . The computer cannot connect to a wireless network. . . .
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. ✎ Although many checkup and repair tools require an Internet connection, other tools can help you fix a problem when the computer is offline. 3. Contact Customer Care for any further assistance. Refer to the “Customer Care” chapter in this guide.
Quick checklist 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 suggestions below may help you determine why the computer will not start up.
Quick checklist 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 why the computer screen is blank.
Quick checklist ■ Press the display switch on the computer to confirm that the switch moves freely. The display switch is normally located on the upper-left corner of the keyboard. ■ If the computer has a magnetic display switch (select models only), be sure that the computer is not near a strong magnetic field and that no magnetized items (for example, a magnetized screw driver) are laying on the computer.
Quick checklist 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.
Quick checklist 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.
Quick checklist The computer is unusually warm. It is normal for the computer to feel warm to the touch while it is in use. But if the computer feels unusually warm, it may be overheating because a vent is blocked. If you suspect that the computer is overheating, allow the computer to cool to room temperature. Then be sure to keep all vents free from obstructions while you are using the computer. Ä CAUTION: To prevent overheating, do not obstruct vents. Use the computer only on a hard, flat surface.
Quick checklist An external device is not working. If an external device does not function as expected: 1–8 ■ 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.
Quick checklist The computer cannot connect to a wireless network. ■ Verify that the wireless devices are enabled. ❏ Be sure that the wireless light on the computer is on. If the light is off, press the wireless button to turn it on. ❏ Be sure that the wireless hardware is properly installed by ensuring there is no red or yellow marking next to the device name in Device Manager. 1. Select Start > My Computer. 2. Right-click in the window and select Properties > Hardware tab > Device Manager.
Quick checklist ■ ■ 1–10 Be sure that the Windows Wireless Network Connection window can display the network. ❏ Click the Refresh button so that Windows will scan all channels for available access points. ❏ Be sure that the computer is within optimal range of the wireless router (access point). ❏ Be sure that the computer wireless antennae are free from obstructions.
Quick checklist ■ Be sure that you are getting a valid IP address. ❏ Be sure the computer TCP/IP is configured to Obtain an IP address automatically: 1. Select Start > Control Panel > Network and Internet Connections > Network Connections. 2. Right-click on a network connection and select Properties. 3. Click Internet Protocol (TCP/IP), and then click Properties. 4. Be sure that Obtain an IP address automatically is selected. 5. Click OK.
Quick checklist ■ Be sure that no other electronics, such as a cordless phone, a fax machine, or a microwave, are in close proximity to the wireless router (access point). ■ Be sure that no large metal surfaces are near the sides of the wireless router (access point). ■ Be sure that the wireless router (access point) is placed as high as possible in the room, such as on top of a bookcase. ■ Check the wireless router (access point) functionality and configuration.
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 To receive 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.
Customer Care ■ The manufacturer and model of any hardware connected to the computer. ■ Operating system version number and registration number. To display the operating system version number and registration number, click My Computer in the Help and Support Center. (On some models, the registration number may be identified in the Operating System table as the Product Id).
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