In case you're new to the site or just want to make sure you're not missing anything, we've compiled a helpful list of suggestions on how to begin. We hope you'll find them useful when attempting to navigate the Technical Support area.
Client Information and Part Number Identification
First, it's important to have your client information handy if you need to email our support staff with technical questions. Choose the appropriate link below to see where your Client Information is located:
Your desktop system also came with a Quality Tracking Sheet which contains not only your Client Information but a complete list of parts and part numbers of the components in your system. The part numbers of your system components can be used to find Technical Documentation, Frequently Asked Questions or Software drivers specific to each component.
Suggested Features for Beginners
If you're just starting out and don't know where to begin, first decide why you're here. Are you just checking it out, looking for updated drivers, have a question, or do you have a problem you'd like to solve?
Just checking it out-
If you're in the reading mood, try our monthly newsletter called Let's Talk Tech. It contains informative articles on everything from computer maintenance to how to create your own HTML pages. PC Plain Talk, another feature on our site, is a guide to PCs that is not only informative but entertaining as well.
One of the more popular features on our website is our File Library. There comes a time in every computer's life when a new BIOS, driver or software patch is needed. Usually, the only reason to update a driver is if the old one will not work with a new piece of hardware or software. We recommend that if you're unsure as to what you're downloading or installing, that you contact our support staff to verify that you're using the right driver. The wrong one can do bad things to a computer. Again, if you have the part numbers handy, they'll be very useful when searching for the correct drivers.
Frequently Asked Questions-
More commonly known as FAQs. As the name implies, this is a list of the most common questions posed by our clients in easy-to-understand form. If you start here, you may not need to go any further.
Contacting Gateway Online
Of course, if all else fails, you can always talk to one of our online Client Care representatives. Whether the question is technical or non technical, you'll find a prompt accurate answer here. Our Tech Support Email page allows you to send an email to a tech support or customer service representative.
Other Support Options
® Your Gateway PC may have come with the HelpSpot!® CD. This intuitive maintenance, diagnostic and educational software features handy how-to videos, Internet software lessons, antiviral software and frequently asked PC questions. Also included in the HelpSpot are troubleshooting tools, FAQs (Frequently Asked Questions), antiviral software, system configuration recovery utilities, troubleshooting assistance, and more (including a way to e-mail a Technical Support representative just in case the resources available on this CD aren't helping you).
Gateway's Faxback Service, at 800-846-4526, can provide you with many of the same support documents available in this site's TechDocs. If you have access to a fax machine, just call the number, follow the directions, and have any of the hundreds of documents faxed to you anytime, anywhere. For more information click here.
Our Automated Troubleshooting System (ATS), at 800-846-2118, allows you to press buttons on a touch-tone phone in response to questions regarding your system. The ATS can give solutions to many common questions and issues 24 hours a day, 7 days a week. For more information click here.
One of our latest support offerings is Gateway.your.way, our new toll-free file download service. Every file available on our website at www.gateway.com is available through gateway.your.way. We realize that not everyone has access to the internet all the time or not at all, so we provide Gateway.your.way as an alternative method of obtaining files. Setting up the connection is simple. All you need is Windows 95, Windows 98, or Windows NT 4.0, an internet browser, such as Netscape or Explorer, and a modem connection. The phone number is 888-888-0520, the login is gwclient, no password, and URL is gateway.your.way. This is currently a file download service, but may contain more features in the near future. You need Windows 95/98 or Windows NT 4.0 (for dial-up networking capabilities) and an internet browser in order to access our dial-up server. For more information on how to set up your computer to use Gateway.your.way, click here.
Finally, here are phone numbers to reach client care representitives here at Gateway...
General Technical Support
Windows 95 Technical Support
Portable Technical Support
International Technical Support