CHAPTER 6: Troubleshooting

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 HelpThe program’s documentationYour operating system’s documentationThe software or hardware manufacturer’s Web siteSee “Troubleshooting” on page 57.

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:

ResourceService descriptionHow to reach

 

 

 

Gateway’s

Get tutorial assistance for software issues.

800-229-1103 (charged to your

fee-based software

 

credit card)

 

tutorial service

 

 

 

Gateway Customer

Talk to a Gateway Customer Care representative

877-485-1464 (US) (say the word

Care

about a non-tutorial technical support question.

“Server”) 800-846-3609 (Canada

 

 

and Puerto Rico)

 

 

605-232-2191

 

 

 

(all other countries)

 

 

 

 

Sales, accounting,

Get information about available systems, pricing,

800-846-2000

(US)

and warranty

orders, billing statements, warranty service, or

888-888-2037

(Canada)

 

other non-technical issues.

 

 

 

 

 

 

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