| Symptom | Possible Solution |
|---|---|
| No sound is produced. | > Press the Mute button on the keyboard to see if the Mute feature is turned on. 1. Click Start, and then click Control Panel. 2. Click Sounds, Speech, and Audio Devices, and then Sounds and Audio Devices. 3. Click the Mute check box to remove the check mark from the box. |
| > Click the task bar Volume icon, or use the keyboard controls to increase the volume. | |
| > Ensure powered (active) speakers are turned on. | |
| > Turn off your PC, and reconnect the speakers. | |
| > Press the Standby button (select models only), or press the Esc key on the keyboard to resume from standby mode | |
| > Replace the passive speaker system with an active speaker system (sold separately). Active speakers have a power cord and On button and connect to the Audio Out (green) connector on the PC. | |
| > Unplug headphones if they are connected to your PC. | |
| Codec error messages appear when certain audio files are played. | > Open the file in Windows Media Player. Ensure Windows Media Player is configured to automatically download codecs. > If the correct codec is available, the file will play. Note that you must be connected to the Internet to download the codec file. > If the correct codec is not available, check to see if there is an update available for Windows Media Player. > For more information, open Windows Media Player Help, and then search the online Help for codec. |
| Symptom | Possible Solution |
|---|---|
| Some video files do not play. | > Your file may be corrupt or in an unsupported format. Open the video file in a video editor such as WinDVD Creator, and then resave the file in a supported format. |
| Codec error messages appear when I play certain video files. | > Open the file in Windows Media Player. Ensure Windows Media Player is configured to automatically download codecs. -> If the correct codec is available, the file will play. Note that you must be connected to the Internet to download the codec file. -> If the correct codec is not available, check to see if there is an update available for Windows Media Player. > For more information, open Windows Media Player Help, and then search the online Help for codec |
| Files Needed To Display Video Are Missing or Corrupt error message appears. | 1. Click Start, right-click My Computer, and then select Properties. 2. Click the Hardware tab, and then click Device Manager. 3. Click the plus sign (+) next to Sound, video and game controllers. 4. Double-click TV tuner (select models only). 5. Click the Driver tab, and then click Update Driver. 6. Select Install from a list or a specific location, and then click Next. 7. Remove the check mark from Search removable media. 8. Click Include this location in this search, and then click the Browse button. 9. Click the plus sign (+) in order, next to each of the following directories: > My Computer > C:\ > Drivers 10. Click OK, Next, and then click Finish after the drivers are updated. 11. Restart the PC. |
| Symptom | Possible Solution |
|---|---|
| The CD or DVD drive cannot read a disc or takes too long to start | > Ensure the disc is inserted with the label facing up and centred in the tray. > Wait at least 30 seconds to let the DVD drive determine the type of media > Clean the disc with a CD cleaning kit, available from most PC stores. > The driver may be corrupted or outdated. Refer to “Updating Drivers” on page 16 for detailed information about restoring and updating drivers. |
| I cannot remove a CD or DVD | > Turn on your PC, and press the Eject button nearest the drive to open the tray. If you suspect a problem with the actual Eject button: 1. Click Start and then My Computer. 2. Right-click the CD or DVD drive you want to open. 3. Select Eject from the menu |
| I cannot create (burn) a disc. | > Ensure the disc is inserted with the label facing up and centred in the tray. > Verify that you are using the correct disc type (media) for the drive. Try a different brand of disc. > Make sure the disc is clean and undamaged. If recording stopped during a recording session, the disc may be damaged; use a different disc. > Use the correct type of disc for the type of files you are recording. > When using a CD-R disc, make sure that it is blank when recording music and is blank or append able (with space to add more data files) when recording data. > Verify that you are using the correct disc type when making a copy of a disc. Some recording programs can record only to the same disc type as the source. For example, you can record a DVD only to a DVD+R/–R or a DVD+RW/–RW disc, and you can record a CD only to a CD-R or a CD-RW disc > Make sure the disc is in the correct drive and you specify the same drive in the CD or DVD recording software. > Select a slower write speed for the recording drive, if it is available. > The recording software may not let you add a track if it exceeds the available space on your disc. You can make space available by removing one or more tracks from the list before recording the files to disc. > Close all software programs and windows before recording. > Make sure you have enough space available on your hard disk drive to store a temporary copy of the content. > If you are on a network, copy the files from a network drive to your hard disk drive first, and then record them to disc. > Close all programs and windows and then restart your PC. |
| I cannot add data to a DVD. | > Make sure you set the correct recording option (append or add data files) in your DVD burning software. |
| I cannot play a music CD on a home stereo. | > Use a CD-R disc, not a CD-RW disc. > Try a different brand of disc, or check to see if the brand of disc works with your stereo. Refer to the documentation that came with your stereo or CD player, and check the manufacturer’s Web site. > Use a CD instead of a DVD. Audio files on a DVD can be played on your PC, but you cannot create a music DVD to be played in a home CD player. > Convert .mp3 or .wma audio files to .wav or .cda music files before burning them to a disc. |
| Titles of music tracks are not displayed for the CD. | > The PC must be connected to the Internet for the artist, title, and track information to appear when playing music CDs. This information is not recorded on the disc. Track information may not be available for every CD. |
| An error message appears when capturing video. | > You may need to select the capture device if your PC has both an analogue and a digital video capture device. Refer to the Help menu in the video capture program to find out how to change the video device selection |
| I cannot play a DVD movie on a DVD player. | > Your DVD player cannot play video files recorded onto the DVD as data files. To play a movie properly, use a video recording program such as WinDVD. Some video files may be viewed on a PC, but not on a home DVD video player. |
| Symptom | Possible Solution |
|---|---|
| Screen is blank, and monitor power light is not lit. | > Reconnect the power plug on the back of the monitor and the wall outlet. > Press the On button on the front of the monitor. |
| Screen is blank | > Press any key or move the mouse to make the screen display visible again. > Press the Standby button (select models only), or press the Esc key on the keyboard to resume from standby mode. > Press the On button to turn on the PC. > Inspect the monitor video connector for bent pins: -> If any of the pins are bent, replace the monitor connector cable. -> If no pins are bent, reconnect the monitor connector cable to the PC. |
| Images on the screen are too large or too small, or the images are fuzzy. | Adjust the monitor resolution setting in Windows: 1. Right-click the desktop, and then select Properties. 2. Select the Settings tab. 3. Drag the Screen Resolution slider to adjust the resolution as needed. |
| Symptom | Possible Solution |
|---|---|
| PC seems to be locked up and not responding | > Use the Windows Task Manager to close any programs not responding or to restart the PC: 1 Press the Ctrl key, the Alt key, and the Delete key on the keyboard at the same time. 2 Select the program that is not responding, and click End Task. Or Click Shut Down, and then click Restart > If this does not work, press and hold the On button for 5 or more seconds to turn off the PC. Then, press the On button. |
| Hard disk drive error message displays. | Press the Help ? button on the keyboard to open the Help and Support Center, or refer to the Warranty and Support Guide to contact Support for replacement details |
| Symptom | Possible Solution |
|---|---|
| A new device is not recognized as part of the system | > Install the device driver from the CD provided with the device, or download and install the driver from the device manufacturer’s Web site. You may need an updated driver for Windows XP. Contact the device vendor directly for an update. > Ensure that the device is properly and securely connected and that the pins in the connector are not bent down. > Ensure that all cables are properly and securely connected and that the pins in the cable or connector are not bent > Turn off the PC, turn on the external device, and then turn on the PC to integrate the device with the PC > Restart the PC, and follow the instructions for accepting the changes. > Deselect the automatic settings in the operating system for the card, and choose a basic configuration that doesn’t cause a resource conflict. You can also reconfigure or disable devices to resolve the resource conflict. |
| New device does not work. | You must be logged in as the computer administrator to install or uninstall a device driver. To switch users, click Start, click Log Off, and then click Switch User; choose the computer administrator user. (The computer administrator is usually the user Owner.) |
| New or existing device does not work after installing a new device. | To resolve a device conflict, you may need to disable one of the devices or uninstall an old device driver: 1. Click Start, and click Control Panel. 2. Click Performance and Maintenance. 3. Click the System icon, and select the Hardware tab. 4. Click Device Manager. 5. Click the plus sign (+) next to the problem device and check for exclamation points in a yellow circle near the device icon. The exclamation point means there is a device conflict or problem with the device. Exclamation points do not always appear when a device is not working properly. 6. If there is an old or unnecessary device driver listed in the Device Manager, this may be causing the device conflict. To uninstall the old driver for the new device driver to work properly, do the following: Right-click the device, click Uninstall, and then click OK. 7. Right-click the device, and select Properties. 8. If available, click the Resources tab to verify that there is a device conflict. 9. Click the General tab to see if your device is enabled and working properly. If it is available, click the Troubleshoot button, and follow the onscreen instructions in the device trouble-shooter wizard. 10. Restart the PC. Click Start, click Turn Off Computer, and then click Restart. |
| Symptom | Possible Solution |
|---|---|
| I cannot connect to the Internet. | > Verify Internet settings, or contact your Internet Service Provider (ISP) for assistance. > Reconnect the modem, verifying connections. Note that your PC may also have an Ethernet network interface (also called a network interface card, or NIC) that connects to a local area network (LAN). Although it looks similar to the modem connector, the RJ-45 Ethernet network connector is not the same. Verify that you are using the modem connector. Do not connect a telephone cable to the NIC. Do not plug a network cable into a telephone service line; doing so may damage the NIC > Verify that the Web browser is installed and set up to work with your ISP > Try to connect again later, or contact your ISP for assistance |
| I cannot automatically start Internet programs. | > Log in to your ISP, and start the desired program. |
| Web pages load slowly | Verify that the correct modem speed and COM port are selected: 1. Click Start, and then click Control Panel. 2. Click Printers and Other Hardware, if it is present. 3. Double-click Phone and Modem Options. 4. Select the Modems tab, and then click the Properties button. 5. In the Device status area, verify the modem is working properly. 6. In the Device usage area, verify the modem is enabled. 7. If there are further problems, click the Troubleshoot button, and follow the onscreen instructions. Note that Web pages do not always load as quickly as files stored on your PC. Web pages may also load slowly if there is a high demand for the Web site at that time. |
| The AOL program comes up even when it is not being used. | You may want to remove the AOL program. To uninstall AOL: 1. Click Start on the taskbar. 2. Click Control Panel. 3. Double-click Add or Remove Programs. 4. Select America Online, click Change/Remove, and then follow the onscreen instructions. Note Removing the AOL program will not cancel your account with AOL. |
| My Internet browser home page changed to something I did not want. | > You may have spyware on your PC. Spyware is software that usually runs silently in the background on your PC, collecting and sending information about you and your use of the PC to another person or system on the Internet. >1You can find and remove spyware from your PC by using any one of a number of software programs available for this purpose. Many of the popular virus protection programs have some tools that scan for and remove spyware from your PC. > To avoid getting spyware on your PC: Do not install programs if you are not sure they come from reputable companies. Check the company’s Web site very carefully for information about what is included with the program. > Do not automatically click Yes when a download window asks if it is OK to install a program on your PC. Read the message in the window and make sure it is a software program that you really want. |
| Unwanted pop-up advertisements display on my PC when connected to the Internet. | > This is typically caused by adware or advertising-supported software. You can configure your Web browser to block pop-ups (available by clicking Tools and then Pop-up Blocker). > To remove adware from your PC, use the antispyware/adware program included on your PC (select models only) or any number of available software programs that remove adware programs. Note that many of the popular antivirus programs have tools that scan for and remove adware from your PC. |
| Symptom | Possible Solution |
|---|---|
| Keyboard commands and typing are not recognized by the PC | > Turn off the PC by using the mouse, reconnect the keyboard to the back of your PC, and then turn on your PC. > Press the Help ? button on the keyboard to open the Help and Support Centre, or refer to the Warranty and Support Guide to contact Support for replacement details |
| Keyboard Print button does not work. | > Use the Print menu item in the program (typically located on the File menu) |
| Wireless keyboard does not work after installation or is not detected. | > Ensure the keyboard is within the range of the receiver. > Replace the batteries in the wireless keyboard. > Refer to the documentation that came with the keyboard |
| Wireless mouse does not work after installation or is not detected. | > Ensure the mouse is within the range of the receiver. > Replace the batteries in the wireless mouse. > Refer to the documentation that came with the mouse. |
| Cursor does not respond to mouse movement. | Restart your PC using the keyboard: 1 Press the Alt and Tab keys on the keyboard at the same time to navigate to an open application. 2 Press the Ctrl and S keys on the keyboard at the same time to save your changes in the selected application (Ctrl+S) is the keyboard command for Save on most — not all — applications). 3 After saving changes in all open applications, press the Ctrl and Esc keys on the keyboard at the same time to display the Start menu. 4 Use the up arrow key to select Turn Off Computer, and then press the Enter key on the keyboard. 5 Use the left and right arrow keys to select Turn Off, and then press the Enter key. 6 After the shutdown is complete, disconnect and reconnect the mouse connector into the back of your PC, and then turn on your PC. |
| Cursor responds slowly to mouse movement | > Use a mouse pad or other rough surface under the mouse. |
| Cursor does not move using the arrow keys on the keypad | > Press the Num Lock key. The Num Lock light should not be on if you want to use the arrow keys in the number keys group. |
| Cursor moves only vertically or horizontally (or does not move smoothly on the screen). | > Remove the rollerball cover from bottom of mouse (rotate it counter-clockwise), remove the ball, and clean it with a damp, lint-free cloth (not paper). Also clean the rollers on which the ball moves |
| Mouse does not work after installation or is not detected. | Unplug and reconnect the mouse cable to your PC |
| Optical mouse does not track cursor well | Place the mouse on a mouse pad or white sheet of paper, or gently wipe the light sensor lens on the bottom of the mouse with a lint-free cloth (not paper). |
| Cursor moves too fast or too slow. | Adjust the cursor speed: 1 Click Start, Control Panel, Printers and Other Hardware, and then Mouse. 2 Click the Pointer Options tab. 3 Adjust the Motion slider toward Slow or Fast to decrease or increase the speed at which the pointer (cursor) responds to mouse movement. 4 Click OK. |
| Symptom | Possible Solution |
|---|---|
| PC will not turn on or start. | > Ensure that cables connecting the PC to the external power source are plugged in properly > When the cables connecting the PC to the external power source are plugged in properly and the wall outlet is functioning, the green power supply light should be on; if the light is not on, refer to the Warranty and Support Guide to contact Support. > Connect the monitor to the PC, plug it in, and turn it on. > Set the line voltage selection switch to the correct setting for your country/region, or refer to the Warranty and Support Guide to contact Support. > Test the outlet by connecting a different electrical device to the outlet. > Reinstall the old memory to return your PC to its original state. Refer to the Upgrading and Servicing Guide for instructions. > Press the Help ? button on the keyboard to open the Help and Support Center, or refer to the Warranty and Support Guide to contact Support for replacement details. > Reseat drive power, data, and power supply cables. See the Upgrading and Servicing Guide for instructions. |
| Invalid system disk or Non-System disk or disk error message displays. | > When drive activity stops, remove the disk and press the spacebar. The PC should start up. |
| PC does not respond or turn off when the On button is pressed. | > Press and hold the On button until the PC turns off |
| PC shut down automatically. | > The PC is in an exceedingly hot environment. Let it cool down. Ensure PC air vents are not blocked and internal fan is running. Note that your PC may not have an internal fan > Refer to the Warranty and Support Guide to contact Support for replacement details. Note that your PC may not have an internal fan. |
| PC date and time display is incorrect | > The real-time clock (RTC) battery may need to be replaced. Battery life is approximately seven years > Before replacing the battery, try resetting the date and time in your operating system by using the Control Panel. If the problem persists, replace the battery. See the Upgrading and Servicing Guide for replacement instructions |
| Symptom | Possible Solution |
|---|---|
| Applications and files take longer to open or respond. | If you created multiple user accounts on your PC, make sure other users are not logged in. If there are multiple users logged in at one time, system resources must be shared among the multiple users |
| Run the Disk Cleanup program to delete unwanted files (including temporary Internet files, installed components and programs that you no longer use, and files in the Recycle Bin) from your hard disk drive: 1 Click Start, All Programs, Accessories, System Tools, and then click Disk Cleanup. 2 Select the drive on which you want to perform the cleanup. 3 Choose the files to delete by placing a check mark in the check box next to the file types listed. 4 Click OK, and then click Yes to permanently delete the file | |
| Run the Disk Defragmenter program to group fragmented files together on your hard disk drive and improve performance. This does not affect the location of files and folders on your PC. NOTE: The Disk Defragmenter program may take a long time to complete. It is a good idea to run it overnight. To run the Disk Defragmenter program: 1 Open the Windows Task Manager by pressing the Ctrl key, the Alt key, and the Delete key at the same time. 2 On the Applications tab, select all the programs that are listed, and then click End Task. 3 Click Start, choose All Programs, Accessories, System Tools, and then click Disk Defragmenter. 4 In the Volume column, select the hard disk drive you want to defragment (typically C:), and then click Defragment | |
| Remove unused programs: 1 Click Start, and then click Control Panel. 2 Double-click the Add or Remove Programs icon. The Add or Remove Programs window opens. 3 Select the program you wish to remove and click the Change/Remove or the Remove button. Follow the onscreen instructions. | |
| Check for hard disk drive errors: 1 Close all open programs and windows. 2 Click Start, and then click My Computer. 3 Right-click the hard disk drive that you want to check, and then click Properties. 4 In the System Properties window, click the Tools tab. 5 Under Error-checking, click Check Now. 6 If desired, select the buttons next to Automatically fix file system errors and Scan for and attempt recovery of bad sectors. 7 Click Start. If prompted to restart, click Yes and allow the PC to restart. |
| Symptom | Possible Solution |
|---|---|
| Insufficient memory message displays. | > Close all open programs, and then try the desired task again, or restart your PC (click Start, Turn Off Computer, and then Restart). If the message displays again, consider purchasing and installing additional memory. |
| Remote sensor is not receiving a signal from the remote control (select models only). | 1 Click Start, right-click My Computer, and then select Properties. 2 Click the Hardware tab, and then click Device Manager. 3 Click the plus (+) sign next to Universal Serial Bus Controllers. 4 If the eHome Infrared Receiver is listed under Universal Serial Bus Controllers, Windows is properly detecting the IR Receiver. If it is not listed, go to the next step. 5 Unplug the end of the USB cable on the remote sensor from the PC and plug it into the same USB port. 6 Disconnect all other USB devices, leave the remote sensor plugged in, and then restart the PC. Plug in other USB devices after the remote sensor appears in the Device Manager window. |
| Memory card reader (select models only) cannot read my memory card | > Do not insert or remove memory cards when the in-use light is flashing. To do so may cause data loss, or it may permanently damage the card reader. > Some cards have a Read/Write or Security switch on the > Make sure the memory card is one of the supported types: CompactFlash (1, 2, and Microdrive), Memory Stick, Memory Stick Pro, MultiMedia, Secure Digital, SmartMedia, or XD > Make sure the memory card is fully inserted into the correct slot > Inspect the ends of the memory cards for dirt or material closing a hole or spoiling a metal contact. Clean the contacts with a lint-free cloth and small amounts of isopropyl alcohol. Replace the memory card if necessary |
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