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Magic C.
Magic C., IT/Network Engineer
Category: Computer
Satisfied Customers: 518
Experience:  13+ years PC repair and building, MCDST, A+, and Networking
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My Gateway 19 widescreen HD LCD display, model FPD1976W, has

Customer Question

My Gateway 19" widescreen HD LCD display, model FPD1976W, has been getting very reluctant to come on and stay on. One day I read a display note saying:
CHALLENGE CODE: "Provide the three digit code below (612) to the customer care agent. When prompted by the agent, use the Side Menu Keys to enter the Unlock Code. The agent will instruct you how to do this."
Since new, this display has been on the same Gateway computer for nearly 1 yr. When display finally comes on, a low hum is audible until the unit fully warms up. Works great after that!!
Note: This display has an anti-theft device that keeps the display from coming on (EzTune) if used on another computer without the same DVD download, which was never downloaded into the original computer.
Need Gateway Unlock Code for monitor by Level 2 technician.
Submitted: 4 years ago.
Category: Computer
Expert:  Magic C. replied 4 years ago.

HiCustomer Thank you for asking your question on JustAnswer. The other Experts and I are working on your answer. By the way, it would help us to know:

- How old is your monitor?

- Have there been any recent changes you have made to your computer like adding additional devices such as CD/DVD drives or hard drives?

- Have you registered your Gateway system with Gateway yet?

 

I'm thinking that your best bet is to contact Gateway's customer care service for the fastest resolution. Unfortunately, they no longer seem to have a physical number to contact them at. But you can send them an e-mail at the following URL: http://support.gateway.com/support/contact/contact_tech1.shtml

 

You can also go to the following URL to conduct an online support chat with them to help resolve your issue: http://support.gateway.com/support/contact/chat.shtml

Thank you again for trusting us with your problem. Let me know if this helps in any way.

Customer: replied 4 years ago.

Magic Coleman,

Thank you for your time in pursuing an answer to my question.

My monitor is exactly 1 year old since purchasing it. I was slow in getting the monitor registered (May 18, '09) by faxing in my paperwork. However, in speaking earlier to support.gateway.com. , they claimed that the monitor was warrantied for only 90 days - so it would cost me $59.99 to get my problem resolved. Therefore, I thought I would see if your "just answer" company could do the same for me at your lower rate.

My computer has not had any recent changes such as cd/dvd drives or hard drives since setting it up "new" (3.2 GHz, 250 Gb HDD, 1 Gb Ram).

At this time my problem of requiring how to get a Gateway Unlock Code for my monitor still exists. I am no further ahead in solving this problem since before contacting your company for help.

Thanks

Customer/p>

 

Expert:  Magic C. replied 4 years ago.
Thanks for the additional informationCustomer

I have done some additional research regarding the Theft deterence system built into Gateway LCD monitors.

I have found some additional information about the software at this website: http://oem.portrait.com/dtune/gwy/enu/support_help.html.

I would try uninstalling the software in Windows XP by going to your Control Panel (Start > Control Panel or Start > Settings > Control Panel). Click on the link for "Classic View". Double-click on Add/Remove Programs, then look for the EzTune Software and click "uninstall".

Afterwards, download and install the latest version from the EzTune website: http://oem.portrait.com/dtune/gwy/enu/upgrade_instructions.html

Also, download the latest drivers for your graphics card as well. You can check which type of graphics card you have by right-clicking any blank area of your desktop, then click "Properties". Next, click on the Settings tab, then on the Advanced button. One of the tabs *should* say something like "ATI Control Panel" or "Nvidia Control Panel". You can download the latest drivers at either http://game.amd.com/us-en/drivers_catalyst.aspx or http://www.nvidia.com/object/winxp_163.75.html.

If this doesn't help with your issue, the only other way to remove the Theft Deterence feature from your monitor is to to go Help > Technical Support within the EzTune software.

**Be aware**: they may try to refer you back to Gateway Support when you try this option. Tell them you have tried Gateway support and they were unsuccessful in helping you.

Let me know if any of this works for you. Sorry for the long time in responding. Hope this helps.
Customer: replied 4 years ago.

Magic,

Thanks for your latest helpful input.

I have successfully downloaded the latest EzTune software version 1.54, and also upgraded my Intel (R) Graphics Media Accelerator Driver 915G Express Chipset to the latest 6.14.10.3865 from the respective websites. Currently I sent the problem statement to EzTune for analysis and a return response.

 

After the downloads were completed, no DDC/CI indicated that EzTune software was unable to communicate with my Gateway display. Still using only the cables and stuff that Gateway provided with the monitor - nothing else like extension cables, adapters, or KVM monitor swiches (??) was used. Only one display used at a time on my computer. I was unable to access any tabs other than the OPTIONS and HELP tabs. The 19 inch display in question came on, the off, then on repeatedly for about 1-2 second intervals forever without even turning on the computer. What is that telling us??

I'm temporarily using another Gateway (17 inch) older display which EzTune sofrtware does not recognize. Got any ideas at this point? I will try the live chat service at the Gateway website while waiting for EzTune to respond.

Thanks

Expert:  Magic C. replied 4 years ago.
Thanks for the additional infoCustomer

I'm glad you were able to update your drivers. I apologize on give you the wrong info regarding where to download the drivers for your system. I should have referred you back to Gateway's website as they usually have Intel make specialized motherboards for their products. I had gotten your question confused with another question I was handling at the moment.

Do you know what type of cable was supplied with your Gateway monitor? It would either be VGA (usually navy blue) or DVI (usually white). If you have both, use what is allowed by your motherboard. Most modern onboard video chipsets are able to utilize DVI which also gives a better picture without distortion. DVI is better at doing DDC/CI than VGA.

Let me know what becomes of the EzTune vs. the Gateway method of fixing your issue. I would ask Gateway walk you through disabling the security feature. It seems more cumbersome than it's worth.

I wish I had more ideas, but this seems like another Gateway blunder meant to improve security, but it actually makes things worse when it doesn't do what it's supposed to.

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