www.gateway.com

Before contacting Gateway Customer Care

Before contacting Gateway Customer Care

If you have a technical problem with your autoloader, follow these recommendations before contacting Gateway Customer Care:

■Make sure that your autoloader is connected correctly to a grounded AC outlet that is supplying power.

■If you have recently installed new hardware, make sure that you have installed it following the instructions provided with it. If you did not purchase the hardware from Gateway, see the manufacturer’s documentation and technical support resources.

■See “Running diagnostic tests from the front panel” on page 67.

■Have your client ID, serial number (located on the back of your autoloader 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 autoloader is nearby at the time of your call. The technician may have you follow appropriate troubleshooting steps.

■Consider using Gateway’s Internet Customer Care. 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.

Errors that you may experience with your autoloader can range from severe hardware damage to simple connection problems. Before you return your autoloader, you may be able to fix the problem yourself by following some basic troubleshooting procedures.

Other than drive cleaning, there is no recommended routine maintenance of the autoloader.

The front LCD provides some troubleshooting capabilities, but is limited. On-board Remote Management provides more detailed information about the present state of the autoloader and past performance, and is more helpful for troubleshooting errors.

The following table describes the probable causes and suggested actions for problems that you may encounter.

Problem

Suggested Action

 

 

The front panel does not display

The connection to the LCD has failed.

information.

Use On-board Remote Management to troubleshoot error.

 

 

The user starts a code update from the

Power cycle the autoloader.

front panel without inserting a tape.

 

 

 

The autoloader does not respond on the

The firmware is corrupted.

front panel SCSI bus or Ethernet. Bug

Reload the firmware.

checks appear immediately after loading

 

a new version of firmware.

 

 

 

The autoloader does not turn on.

The power cable or source is malfunctioning, or the autoloader is incorrectly configured.

Check all outlets and power cables for correct connection. Contact Customer Care.

81