FAQ
NINJA WORX Support FAQ (Frequently Asked Questions)
What are the technical support hours?
What is the technical support e-mail address?
Who can I ask general questions about my computer?
Who should I contact about upgrade information?
I just received my new computer. How long should I wait before I install new hardware?
In what order should I turn everything on?
When I attempt to power on my new computer, nothing shows up on the monitor.
What does the "Non system disk error" message mean and how do I fix it?
Why is my computer so loud?
I'm having problems with only one game or with all games from the same company. What can I do?
How do I get rid of the programs that load during boot?
My computer makes weird noises. Whats up?
Why does my computer beep when it starts up?
Can I change the operating system on my computer?
My system's time keeps losing accuracy. How do I fix it?
How do I open my case?
How can I protect against static electricity damage?
How should I set up my scanner, printer,
or other peripheral?
Do I need to install Windows on my new computer?
What drivers do I need to install?
My system is out of warranty. Can I still call you for help?
I have a virus. What should I do?
What utility software do you recommend?
I'm having problems with a problem or piece
of hardware I didn't purchase from PBWORKZPC. Can I still call you for
help?
How do I update my BIOS?
How often should I update my drivers on my computer?
I purchased a SB Live! sound card
but the software for it doesn't appear to be installed. Where is it?
What demo games are on my computer?
How do I remove the demo games from my computer?
Are you any good at Quake 3, UT2004, or Counterstrike?
What do the system recovery CD's do?
My system is unstable after I installed a program. What
should I do?
What do I need to network two computers
together?
How can I tell how much free space is on my
hard drive?
Why is my hard drive size smaller than advertised?
What are scandisk and defrag?
How often should I run scandisk and defrag?
How much ventilation does the computer require?
What should I use to clean my monitor?
What is a refresh rate?
What should I set my refresh rate at?
How do I change the resolution and refresh
rate on my monitor?
Which CPU is the best, AMD or Intel?
Which Graphics Card is the best, ATI or GeForce?
What brand memory do you guys use in your systems?
Should I keep the shipping boxes and packing materials?
Q: What are the technical support hours?
A: Our normal hours of operation are from 9am to 6pm Pacific Standard
Time. Technical support is available 7 days a week. We are closed on New Year's Day, and Christmas. We can and do schedule for correspondence
outside of normal support hours.
Q: What
is the technical support e-mail address?
A: tech@pbworkzpc.com
Q: Who can I ask general questions about my computer?
A: We prefer to handle general questions via e-mail. Feel free to send
any questions you may have to tech@pbworkzpc.com. Please understand
that this service is only for our customers and we do prioritize support
requests before general questions.
Q: Who should
I contact about upgrade information?
A: The sales department handles all recommendations and discussions
involving the purchase of upgrades from our company. You can contact
them via e-mail at sales@pbworkzpc.com or via phone at (661)406-3054.
Q: I just
received my new computer. How long should I wait before I install new
hardware?
A: We recommend that you run the system for at least 3 days before the
installation of any new hardware. This 3 day period will allow you to
get familiar with the system as configured, before any changes are introduced.
Often technical support issues can be caused by a user immediately connecting
their older hardware to a new system that they are not yet familiar
with.
Q: In what
order should I turn everything on?
A: Monitor, then the computer, and finally the speakers.
Q: When
I attempt to power on my new computer, nothing shows up on the monitor.
A: The most common cause of this problem is the loose monitor cable.
Check the connection from the monitor to the back of the system. If
your system includes a DVD decoder card, you will need to make sure
the DVD pass-thru cable is connected from the DVD decoder to the video
card. (Reference the hookup poster.) In some rare instances, the video
card or another internal component can be unseated during transit. The
common symptom of an unseated video card is a series of 4 beeps when
you turn the system on. Please contact our technical support department
if you suspect the problem to be related to a loose part. Make sure
the power switch on the front of the monitor is on. Check the back of
the monitor for a power switch and make sure that one is on, too. Make
sure the monitor is plugged into a functioning turned-on surge protector/power
strip. Adjust the brightness and contrast controls on the front of the
monitor to make sure they are not darkened.
Q: What
does the "Non system disk error" message mean and how do I
fix it?
A: This error message occurs when your computer can't find the information
it needs to boot up and load the operating system. The culprit is usually
a floppy disk left inside the drive. Eject the floppy disk and then
restart the computer. If you see this error message and there are no
floppy disks or CDs currently in any drives, your hard drive may be
corrupted. Contact technical support for assistance.
Q: Why is
my computer so loud?
A: Noise is a subjective measurement, so what sounds loud to you might
not be loud to others. Keep in mind that you will notice fan noise more
if you are upgrading from a system that is 2-3 years old because modern
components require large fans to run properly. With that in mind, here
are a few things you can do to reduce noise:
- Wait for your
system to fully boot up. Fans sometimes spin at higher RPMs when the
system starts up; they will settle down to normal rotational speed
within a minute or two. - Carefully open
up your case and use a can of compressed air to gently blow dust off
any fans. Dust buildup creates turbulence and noise around the fans. - Upgrade your
CPU's heatsink/fan combination. The stock fans that come with the
CPU are sufficient, but several companies make heatsink/fan combinations
that lower noise as well as improve cooling. PBWORKZPC carries such
products - should you wish to upgrade, contact tech@pbworkzpc.com.
Q: I'm having
problems with only one game or with all games from the same company.
What can I do?
A: This is generally a sign that the specific game or game manufacturer
is having configuration problems. Consult the game's readme, help files,
website, or technical support for direction.
Q: How do
I get rid of the programs that load during bootup?
A: Windows 98, ME, XP Home, and XP Pro include a very useful utility
called the "System Configuration Editor". To open the utility,
click on the "Start" button and then click on "Run".
Type in "msconfig" and then click "OK". Click on
the "Startup" tag to view the list of programs which load
each time your system boots. You can eliminate any of these by removing
the check mark from its box.
Q: My computer
makes weird noises. What's up?
A: There are several different noises which can be emitted from inside
the case. Some noises are normal and some can be indicative of a problem.
It is common for
the internal fans to emit more noise when you first turn on the system,
they will quiet down when they reach full speed and balance out. Under
general usage, the fan will accumulate dust. Dust build-up can cause
the fans to operate much louder than normal and cause grinding or loud
whirring noises. Cleaning the dust build-up with a can of pure compressed
air can help.
You may notice a
whirring noise when inserting a disc into the CDROM drive or access
the CDROM drive. This symptom usually occurs only when a disc is spinning
up to reach normal speed and will quiet down when the drive reaches
full speed and the disc balances.
If you have questions
about any noises, feel free to call technical support. A technician
will be able to listen and help determine if it's normal.
Q: Why does
my computer beep when it starts up?
A: A certain number of beeps are healthy and normal sounds for a computer
to make when booting up. The trouble comes when the computer hangs or
does not display an image upon boot up. In these cases, the motherboard
will beep a certain number of times depending on the problem it is encountering.
Refer to your motherboard manual and look for the "Beep Codes"
section which will translate the number of beeps into a problematic
area. This effort will help technical support diagnose and fix your
problem easier.
Q: Can I
change the operating system on my computer?
A: Yes, but PBWORKZPC can only support the operating system that originally
shipped with the system.
Q: My system's
time keeps losing accuracy. How do I fix it?
A: The time is stored in a battery on your motherboard. Certain software
programs or hardware devices can interfere with the battery's normal
operation. If you recently installed a piece of hardware or a software
program, try uninstalling or removing it and see if that fixes the problem.
If that doesn't work, try replacing the battery, which is just a regular
watch battery you can get from any hardware or electronics store. Be
sure to check your motherboard's manual to find out the type of battery
you need.
Q: How do
I open my case?
A: The method of opening the case will differ between various systems.
Always follow proper anti-static precautions whenever you have the case
open.
When looking at
the back of a standard tower, you will find two thumbscrews on the right-hand
edge. Remove the two thumbscrews and slide the right-hand side panel
away from the front of the case.
Q: How can
I protect against static electricity damage?
A: With the following directions, you can use the computer case itself
as a grounding point to discharge static electricity. The power cord
of the computer must remain plugged in. (The third prong of the power
cord is a ground, when the power cord is unplugged the frame of the
case will not be grounded.) You will want to flip the switch on the
back of the power supply into the "off" or "0" position.
To discharge your static electricity simply touch in the inside metal
frame of the case, preferably near the power supply. You will want to
ground yourself out in this manner before touching or handling any components,
about once a minute, or whenever you move your feet.
Q: How should
I set up my scanner, printer, or other peripheral?
A: consult the installation directions which come with the device. You
will want to follow the directions with one very important exception:
Don't install the drivers from the CD or floppy disk! Always go to the
Internet and check the manufacturer's web site for the current version
of the drivers. Outdated scanner, printer, joystick, and mouse software
can make the system very unstable. You can avoid these problems by starting
with the newest drivers available.
Q: Do I
need to install Windows on my new computer?
A: The Windows operating system will be fully set up and configured
here at the factory. There is no need to install Windows on your system.
Q: What
drivers do I need to install?
A: All of the latest drivers for your hardware have been installed by
PBWORKZPC. You will not need to install any drivers for hardware purchased
from us. In almost all cases, drivers which are found on CDs or floppy
disks are outdated. There is rarely a need to install any drivers from
a disk under any circumstances.
Q: My system
is out of warranty. Can I still call you for help?
A: Yes, we continue to support out of warranty systems.
Q: I have
a virus. What should I do?
A: If you haven't already done so, purchase a copy of a virus scanner
like Symantec's Norton Antivirus. Update the virus definitions and then
thoroughly scan your system, cleaning what you can. If you have a specific
trojan or worm, visit Symantec's Security Center to see if there is
a removal tool you can download.
Q: What
utility software do you recommend?
A: The only utility software we recommend are virus scanners and firewalls.
Both McAfee and Norton make excellent virus scan programs which are
constantly updated to keep up with all the new viruses. Firewall software
is typically not necessary unless you have sensitive data on your computer
and are using a high bandwidth connection to the Internet. We would
recommend either Black Ice or ZoneAlarm firewall programs.
We strongly advise
against using Norton System Works, Norton Utilities, Norton Cleansweep,
Uninstallers, McAfee First Aid, Nuts and Bolts, and similar utility programs. These types of utilities are completely unnecessary, can create
problems, make the system unstable and cause performance issues.
Q: I'm having
problems with a program or piece of hardware I didn't purchase from
PBWORKZPC. Can I still call you for help?
A: Please understand that the hardware or software manufacturer will
probably have more resources to support their particular product, but often other companies tech support sucks, and we'll help where we can.
Q: How do
I update my BIOS?
A: Updating the motherboard BIOS is not a part of system maintenance.
Updating the BIOS should only be performed when the newer BIOS revision
includes a fix which specifically addresses a problem you are having.
Please contact our technical support if you are in need of assistance with this process.
Q: How often should I update the drivers on my computer?
A: As a basic rule of thumb: If it's not broken, don't fix it! When your system is running perfectly, installing a driver update which results in problems can be extremely frustrating. Driver updates rarely provide any noticeable increases in performance. As such, we recommend that
you update drivers only when they are providing you with a specific
advantage or solution to a problem.
Q: I purchased
a SB Live! sound card but the software for it doesn't appear to be installed.
Where is it?
A: We install only the necessary drivers and software for the SoundBlaster
Live! sound cards. The optional components are not installed in order
to conserve hard drive space and to eliminate the various "background
programs" which consume system resources.
Q: What
demo games are on my computer?
A: The demo games we install are frequently changed to include newer
titles. You can find the installed demo games in the "Star Menu"
under "Programs" --> "Games".
Q: How do
I remove the demo games from my computer?
A: You can remove the demo games via the "Add/Remove Programs"
applet in the control panel.
Q: Are you
any good at Quake 3, Unreal Tournament, or Counterstrike?
A: Many of us are extremely good, near God-like... unfortunately some
of our employee's razor-sharp reflexes have become dulled by the influence
of RPG's and MMORPG's.
Q: What
do the system recovery CDs do?
A: The system recovery CDs restore the hard drive to the exact same
configuration as when the system left our factory. The first boot following
a system recovery will be identical to the first boot when you received
the system. As such it is important that you back-up any important data
you have added to the system before running the system recovery CDs.
Q: My system
is unstable after I installed a program. What should I do?
A: The first step is to uninstall the problematic program. Unfortunately,
uninstalling a program does not always fix problems the installation
caused. If problems persist after removing the program, please contact our technical support department for further help.
Q: What
do I need to network two computers together?
A: For a wired network, you need two computers with Ethernet ports and
a hub. Your PBWORKZPC system already has an Ethernet port built into
the motherboard, eliminating the need for a separate network card. For
a wireless network, you need two computers with the appropriate wireless
cards and wireless hub. Companies like D-Link, Netgear, and Belkin sell
packages with all the hardware you need to network computers together.
If your network has six or more computers, you'll need Windows XP Professional
- XP Home only allows networking of up to five computers.
Q: How can
I tell how much free space is on my hard drive?
A: Double click on the "My Computer" icon. Right-click on
the hard drive and then click "Properties". The free space and other information will be reported here.
Q: Why is
my hard drive size smaller than advertised?
A: Hard drive manufacturers define 1 gigabyte as exactly 1,000,000,000 bytes. By their definition, a 45BG hard drive is exactly 45,000,000,000 bytes. The true definition of 1 gigabyte is actually 1,073,741,824 bytes:
1024 bytes = 1 kilobyte
1024 kilobytes = 1 megabyte
1024 megabytes = 1 gigabyte
To obtain the true size in gigabytes of a 45BG hard drive you must divide the manufacturer's
size in bytes by the number of bytes in a gigabyte:
45,000,000,000/1,073,741,824
= 41.9
As such, the actual
reported size in gigabytes will always be smaller than the manufacturer's
advertised size.
Q: What
are Scandisk and Defrag?
A: Scandisk is Windows' general purpose hard drive diagnostic utility.
Scandisk will find and fix any data errors present on the drive. A "standard"
scan will check for any data errors on the drive, a "thorough"
scan will check for any data errors on the drive and also test the hard
drive for any physical errors.
Defrag is Windows'
utility for organizing the data structure on the hard drive. Through
normal use, the data present on the hard drive will become scattered
across the data area of the hard drive. Defrag will organize the data
on the drive into one continuous stream which improves overall hard
drive efficiency.
Q: How often
should I run Scandisk and Defrag?
A: We recommend that you run a normal Scandisk at least once a week,
a thorough Scandisk at least once a month, and Defrag about once a week.
Q: How much
ventilation does the computer require?
A: We recommend approximately one foot of ventilation room to the front
and rear of the case. Enclosed computer desk cabinets are not recommended
and tend to trap heat.
Q: What
should I use to clean my monitor?
A: Ammonia-free glass cleaner works best. Many monitors have a protective
coating which can be damaged by ammonia-based cleaners. Avoid using
such cleaners.
Q: What
is a refresh rate?
A: The refresh rate is a measurement of how often the image on the monitor
is redrawn. Refresh rates are measured in Hertz (Hz) or times per second.
At 85Hz, the image on the monitor is redrawn 85 times every second.
Q: What
should I set my refresh rate at?
A: As a general rule of thumb, set the refresh rate to the highest setting
which looks best. The highest possible setting doesn't always look the
best. Blurry text, flickering video, and developing headaches after
long computer sessions are all symptoms of a bad refresh rate setting.
Q:How do
I change the resolution and refresh rate on my monitor?
A: First, check your monitor's manual to find the desired resolution
/ refresh rate combination. Using unsupported settings can damage your
computer.
Resolution: Right-click on any empty area on your desktop. Select "Properties".
Select the "Settings" tab. In the lower left-hand corner you
will see an area labeled "Screen resolution" - drag the slider across until you reach your desired resolution.
Refresh rate: Follow the above steps until you get to the "Settings"
tab. Select the "Advanced" button in the lower right-hand corner. Select the "Monitor" tab. Select your desired refresh
rate in the drop-down box.
Which CPU is the best, AMD or Intel?
Currently the AMD FX-57 bests the Intel P4 Extreme Edition in a lot
of our benchmarks. However, these tests don't necessarily mean that
the FX-57 is the best.. It all depends on the application. However we
do recommend AMD CPU's if gaming is your number 1 priority. Half of our staff are hardcore AMD fans and the other half are hardcore Intel fans so we can't give you a clear winner here.
Update: Intel's
new 6xx series has a new feature called EMT64 which basically means
it too will be able to handle the 64bit edition of Windows XP due later
this year. It also features a bigger cache which helps a lot with its
performance. However, there is still no clear winner as of yet.
Update 2: With the introduction of dual core CPU's the AMD X2 processors seem to have the edge over Intel Pentium D processors.
Which Graphics Card is the best, ATI or GeForce?
This question is similar to the one above. Currently by our standards
the GeForce 7800GTX Ultra ranks number 1 but we recommend the 6800GT
only because its cheaper, performs great, and only takes up one slot
in the back. However the ATI x800XT is still a very fast card ccompared
to the 9800XT which was the fastest GPU not long ago.
Update: The new ATI X850 XT is the reigning king of graphics currently however the performance
advantage is only by around 5%. We still highly recommend the GeForce
6xxx Series especially for those in the budget to midrange market and especially if you plan on running SLI...
Update 2: If your
going to run a single card PCIe system go with the ATI X850XT Platinum
Edtition. For dual GPU solutions go with dual GeForce 7800GTX's in SLI
mode.
What brand
memory do you guys use in your systems?
Here at PBWORKZPC we use Corsair RAM because it's hands down the best RAM for your PC. We've been using it even before this company was founded.
Plus its overclockable and performs great!
Q: Should
I keep the shipping boxes and packing materials?
A: Yes, we recommend you keep the original boxes and packing materials.
The original boxes serve great for storage and protecting the system
during a move. We cannot provide replacement boxes and packing material
in the event of sending the system to us for repair or an upgrade.
