Frequently Asked Questions

Below are some of the questions we have been asked and our responses. We hope you find them useful. Please send us suggestions for additional questions so we can add them to the page.

As an additional note, anytime you take your computer in for service, take all the CDs or DVDs that came with the system. They contain drivers for the hardware and having them will keep the technician from having to hunt for and download them from the internet. This will save you money. Also, if you have a notebook, be sure to take the power adapter.

• Hardware Related Questions

Q: My computer will not turn on. What can I do?

A: First, make sure the power cord for the computer is connected to the surge suppressor or wall outlet, and the outlet is operable. You can connect a lamp, or other device, to the outlet to ensure it is working. 

Assuming the outlet is good, disconnect the power cord from the computer and hold down the power switch for about 10 to 15 seconds. This will drain all power stored within capacitors in the unit. Reconnect the power cord and try again to see if it will power on.

If the unit is still not working, it most likely has an internal problem which could be caused by any number of things and should be taken to your local service shop.

Q: My computer comes on and I hear noises like it is booting, but I get no video on the monitor. What should I do?

A: First, it is important to determine if "no video" means absolutely no video or just no video from the computer. 

Let's first assume absolutely no video, check the monitor to see if the power LED is lit. If not, make sure the power cord for the monitor is connected to the surge suppressor or wall outlet and the outlet is operable. You can connect a lamp, or other device, to the outlet to ensure it is working.

If the monitor LED is lit, press the buttons on the monitor to see if any of the menus can be displayed. Most LCD monitors have a menu to adjust the display. If there is still nothing being displayed on the screen, your monitor is most likely the problem. Try a different monitor on the computer or connecting your monitor to another computer.

Now let's assume you see some video on the screen, but not the video from the computer. In this case, you should check the cable going to the video output of the computer. Assuming it is connected properly, you most likely have no video coming from the computer and it needs to be serviced.

In either case, you should attempt to shut down the computer by pressing and releasing its power button one time. DO NOT HOLD IT IN, just press and release it. On most computers, this will tell Windows to turn off the computer. You should then see the hard drive light flash and, after shutting down the operating system, the computer will turn off.

Q: My computer makes a clicking noise and won't boot into Windows. What can I do?

A: Many times a clicking noise is the sign of a failed hard drive. The best thing to do is immediately turn it off and get it to a service center.

Q: My computer gives a boot failure message. What can I do?

A: First, ensure there are no USB drives connected and no disc in the optical or floppy drive (if you still have such a thing). 

If not, the best thing to do is immediately turn it off and get it to a service center. If caught early enough, a hard drive can sometimes be imaged (copied) to a new drive, saving the data and programs. Even if the programs can't be saved and the system has to be reloaded, the data may be able to be saved. Depending on the problem, the longer you run the drive the less chance there is for data recovery.

Q: I can't print to my printer. What can I do?

A: First, check to be sure the printer is turned on and online. Assuming it is, go to the Control Panel and double-click Printers (or Printers & Faxes). Once the Printers window opens, double-click the printer icon for the printer you are trying to use. This will open a window which shows documents that are waiting to be printed. From the PRINTER drop-down menu, ensure there is a checkmark by SET AS DEFAULT PRINTER and there is NOT a checkmark by USE PRINTER OFFLINE. If there is, click on this menu option to un-select it. 

If there are documents in this queue, and there should be, from the PRINTER drop-down menu chose CANCEL ALL DOCUMENTS. This should remove all documents from the queue. Sometimes you may have to cycle the printer off and back on to get all documents removed. Once all documents are eliminated from the queue, from the PRINTER drop-down menu chose PROPERTIES and click the PRINT TEST PAGE button. 

If the page still doesn't print, you may need to remove the printer by deleting it from the Printers windows we opened from the Control Panel, then re-installing it as directed by the manufacturer in the documentation that came with it. If it still doesn't print, your printer could be defective.