Support F.A.Q. - updated 17th October 2007

[Davey W]

This thread will contain, as time goes on, more and more information regarding commonly asked questions about MESH Computers, the common queries about them and other helpful information we feel might be of use to our customers.

Given that this thread is here for the purpose of helping our customers we welcome feedback as to what information is needed or wanted.

As this is an ongoing project we hope to be adding information to this thread continuously so check back regularly to catch up on any new additions.

Davey

[Davey W]

General Information

1. Getting Started - You've just received your new MESH PC wanted to get using it as soon as possible, but you wonder if there is anything you should do before you start.
   
   
   1. Checking Your Order
   2. Getting Your Computer Up And Running
   
   
2. Support & Warranty Information
   
   
   1. Contact Details
   2. Support Partners (Peripheral Support)
   3. Registering for Online Support
   4. Software Support
   
   
3. Your MESH PC
   
   
   1. Case Designs
   2. Back Of The Case/Ports Explained
   3. The 3 Main System Components
   4. Connecting Peripherals
   5. Hard Drive/ROM Drive information
   6. Other Information & General Troubleshooting
   
   
   FAQ Sections
   
   
4. General Questions
   
   Q. Where is my Microsoft Windows CD?
   Q. Where is my Microsoft product serial code/ID number?
   Q. Why does my Microsoft Product serial code/ID sticker have a rip in it?
   Q. Will opening my MESH case invalidate my MESH warranty?
   
   
5. Keyboard/mouse Problems
   
   Q. How do I set up my Cordless Keyboard and Mouse?
   Q. My Mouse does not seem to be working?
   Q. Why do I get # when I type £?
   Q. Why doesn't the mouse connection fit into my computer?
   Q. Why do I get a keyboard error when I turn my PC on?
   Q. Why doesn’t my cordless keyboard and mouse work?
   
   
6. Sound Card & Speaker Problems
   
   Q. Why is there no sound with a given piece of software?
   Q. Why is there no sound from audio CDs?
   Q. Why is the ‘Line In’ not working?
   Q. Why is my computer not playing wav files?
   Q. There is no sound from my TV Card?
   Q. Where do I plug the speakers into the back of my MESH case?
   Q. Why do I get a crackling noise on my speakers?
   Q. I'm only receiving sound from one of my speakers?
   Q. Why do I have no light on the speakers?
   Q. Why are my speakers generating a humming noise when switched on?
   
   
7. Graphics & Monitor Problems
   
   Q. Why can't I get two monitors to work when my system is in SLI mode?
   Q. Why does my memory show less when I have an onboard graphics card?
   Q. Why does my monitor appear to be 1” smaller than specified?
   Q. I need help connecting TV Out?
   Q. Why is there no signal reported on the monitor?
   Q. Why does the picture bend at the edges?
   Q. Why do I have no red (or green or blue) colour on the screen?
   Q. Why does the monitor screen seem to shimmer?
   Q. Why are DirectX drivers being over-written by new programs?
   Q. Why do I have a blank screen with four green lines?
   Q. Why am I unable to change the screen resolution in Windows?
   Q. Why is there no screen display when the system is switched on?
   Q. How do I check the memory installed on my video card?
   
   
8. TV Out & TV Tuner Problems
   
   Q. How do I enable the TV-out alongside my Monitor?
   Q. How do I configure the TV-out in the Display Properties?
   Q. My TV-out only displays a grey (black & white) picture! What's wrong and how can I change it?
   Q. Why don't I recieve a signal from my tv-tuner card?
   Q. Can I connect a set top box to my Digital Tv Tuner Card
   
   
9. Hard Drive/Optical Drive (CD-ROM/DVD-ROM) Problems
   
   Q. How do I check my hard drive’s capacity?
   Q. I have 2 hard drives but they only show up as 1 in My Computer?
   Q. My hard drive is supposed to be XXGb but Windows says the capacity is less. Have I been supplied the wrong HDD?
   Q. Why were their bad sectors found by Scan Disk?
   Q. The printer does not seem to be working correctly?
   Q. I am having problems with my Joystick/Game pad?
   Q. My games keep crashing?
   Q. The fan is making an audible whirring noise in my MESH case?
   Q. The hard drive is faulty?
   Q. Why do I get the following error message ‘illegal operations’ with application software running under Windows?
   Q. I cannot send or receive a fax?
   Q. I can’t open the MS Encarta/Auto route software provided?
   Q. Why does my PC turn on by itself?
   Q. I have one extra CD drive in My Computer
   Q. My TV, My Music, or My Videos buttons do not appear on the Start page of Media Center
   Q. I have just reinstalled Media Center and it is in American
   
   
10. Operating System Problems
11. Miscellaneous Problems
    
    
    Other Information
    
    
12. Glossary of Terms

[Davey W]

A.1. Checking Your Order

All MESH computers and peripherals leave us in perfect condition in brand new packaging that has been specially designed to protect your system. When your order arrives - you should first check that you have the right number of boxes and that they are all in good condition. If you feel that your order may have experienced a ‘bad ride’ - please contact our customer service team as soon as possible. We can then help you assess if there is a problem and offer an appropriate solution.

Missing items
If an item seems to be missing - the first thing to check is if the order has been ‘split’ in to separate deliveries. If we have split your order then there will be a clear note inside the box explaining what we have done. In many cases - a printer, scanner or other high quality peripheral may be dispatched directly from the manufacturer’s warehouse. In these cases - that item will be on a separate order. This will be clearly indicated in your documentation.

The next thing that you should do is carefully unpack all of your boxes. We try not to waste boxes unnecessarily, so you may find that something like a printer cable may be included with the main system unit. If an item appears to be missing - please contact our customer services team immediately by phone , 0871 200 2333, fax, 0870 062 2183 or e-mail, services@meshcomputers.com.

Incorrect items
If you believe that we have sent you an incorrect item it could be the item that you were expecting has been superseded by a newer model and we have upgraded it free of charge. Your sales adviser will be happy to help you resolve any queries that you may have in this area. Please refer to our Terms and Conditions for details.

[Davey W]

A.2. Getting your computer up and running

This section of your support guide has been designed to help you get started with your MESH PC and provides useful information on how to obtain the most from your computer. Due to our 'build to order' policy, this is a general setup guide and is not specific to all MESH PCs.

Your packaging should contain (depending on system purchased):

'Please Read This First' sheet
System unit (Tower or Desktop)
Display monitor + cables
Windows keyboard
Speakers
Mains power lead
Mouse
Document pack, containing:
- Assorted manufacturer documentation
- MESH Recovery CD (Operating System back-up)

PLEASE NOTE: Remember to insure your new personal computer against theft and damage as MESH Computers cannot accept any responsibility.


Quick guide to get your MESH PC up and running.
MESH strongly advise that you read this section completely before setting up your PC. If you are an experienced user please at least consider the following check list.

1. Carefully unpack your system - open all of the boxes.
2. Check the items you have against your delivery note.
3. Put documentation in a safe place (i.e inside the MESH document box).
4. Place the system on a stable surface. Avoid desks which are unstable as they will subject the system to vibrations. This is particularly true if a printer is situated next to the system. Provide sufficient room to use your system and allow space for the mouse, keyboard, printer, etc.
5. Your computer has cooling vents at various points on the main system and on the monitor. These prevent your system from overheating and should not be obstructed.
6. Avoid contact with any liquids, including condensation from cold windows, this can cause an electrical short.
7. Avoid magnetic fields such as those from loudspeakers since these may cause distortion, colour changes or flickering on the monitor.
8. Avoid placing fluorescent desk lamps too close to the monitor as their magnetic field may cause the screen to jitter.
9. Avoid dusty areas.
10. Choose lighting carefully, too dim will cause eye strain, too bright will cause glare.

Setting up your system unit
Now that you have found a suitable location you are ready to set your system unit up. The main unit is packed in a plastic bag for protection. Please remove this and thoroughly check the system for any signs of damage, if you suspect that the system is damaged in any way then report it to us straight away. We will then advise you of the procedure to follow.

Unpack your monitor. It may be necessary to attach a tilt and swivel base to the monitor. See the monitor manual for specific instructions. You should have 2 cables for the monitor, one signal lead and one power lead. These may be permanently connected to the monitor. Unpack your keyboard and mouse removing any protective plastic protecting the cables. Lay out the system components as required. The standard layout varies with case style.

A desktop style case normally has the monitor placed on top of it and a tower case would either have the monitor situated next to it or be placed under the work surface.

Plug the keyboard into the purple socket marked “KEYBOARD”. Connect the Mouse to the green port labelled “MOUSE”. Connect the system power cord to the male 3 pin power input on the rear of the system unit.

The other end plugs into the wall power socket. It is advisable to fit a surge protector to your system (warranty does not cover surges). Surges can be caused by numerous events e.g. distant lightning strikes, falling trees, damage to utility poles, electrical shorts, fuses blowing and heavy equipment starting or stopping. All components of your system should be powered from the surge protector as an unprotected device could provide a path for a power surge.

Important Note: Once set up you are advised to leave your system switched off for a few minutes to let it acclimatise to the temperature and humidity of your chosen location. This only needs to be done once, when the system has been unpacked and positioned.

Switch on the system and the monitor using their respective power switches. The fan in the main unit should start, the green power light should come on and the system begin its normal power up diagnostics i.e. memory test. When this is complete the system will load the pre-installed software on the Hard Disk, and ask for your Windows product id/serial number. This can be found on the back of your MESH system case.

**** The operating system will be pre-installed. You do not need to insert Windows disks. ****

_

[Davey W]

B.1. Contact Details

Technical Support
TEL: 0871 200 2221 - For MESH PCs purchased directly from MESH
TEL: 0870 062 2188 - For customers who purchased their MESH PCs from Comet
TEL: 0870 062 2189 - For customers who purchased their MESH PCs from Ideal TV

Online Technical Support - Click Here to login/register for online support
NB: There is no direct email address for Technical Support. Please use the online support facility to contact Technical Support via the Internet.

Customer Services
TEL: 0871 200 2333 - For all MESH PC Owners
Email: services@meshcomputers.com

Service Centre
TEL: 0871 200 3446 - For PCs purchased prior to May 1st 2007
TEL: 0871 222 3961 - For PCs purchased after May 1st 2007

Sales
TEL: 0844 736 0440
Email: sales@meshcomputers.com

[Davey W]

B.2. Support Partners (Peripheral Support)

MESH work with some of the largest peripheral manufacturers in the world – so you can be assured of total quality. These companies become your Support Partners when you choose to buy a system from us. They are all aware of how important you are to us as a customer and they will do their best to make sure any issues that you have with one of their products is resolved as soon as possible.

As each of our support partners has only their products to train on, the level of support you will receive from a support partner will often exceed greatly that of one of our own engineers, who are versed on a multitude of different hardware and software types and products themselves.

Before contacting a support partner, please ensure you have to hand the following;

• Your MESH Order Number
• The Serial number from the product you are looking to receive support for
• Any other information that you may need to relate your problem to a support person.

After you have all this together, locate the correct telephone number from the list below and call.


Monitors

Company Name	Phone Number	Fax Number	Website/Email
Edge	0707 781 0210	.	.
AMW	0870 129 4888	0870 811 466	http://www.a-mw.co.uk/index.html
ASUS	0870 120 8340	.	.
Belinea	0134 478 8900	.	http://www.belinea.com/
DGM (Digimate)	0871 250 8000	0871 250 7000	http://www.digimate.co.uk/index2.htm
GNR	0870 128 0880	.	http://www.gnr.co.uk/
Hanns G /Hannspree	0871 855 2425	.	http://www.hannsg.com/eu/en/
Hansol	00 353 1201 1881	.	http://www.hansol-us.com/
Iiyama	0870 224 9595	.	http://www.iiyama.com/
LG	0870 607 5544	.	http://www.lge.com/support/support.jsp
MIRAI	0871 855 2415	.	http://www.mirai.eu/Uk
Mitsubishi	0870 120 1160	.	http://www.mitsubishi-presentations.com
NEC	0870 120 1160	.	http://www.nec-display-solutions.com
Samsung	0870 242 0303	.	http://www.samsung-europe.com/
Sharp	0870 527 4277	.	http://www.sharp.co.uk/
Sony	0870 516 8648	0870 516 8649	http://www.sony.co.uk ( Click on Support )
Viewsonic	0800 833 648 / 0207 949 0307	.	http://www.viewsoniceurope.com/uk/

Peripherals - Printers, Webcams and other external devices

Company Name	Phone Number	Fax Number	Website/Email
Belkin	00 800 2235 5460	.	http://www.belkin.com/uk/
BENQ	0207 216 0039	.	http://www.benq.com/
Creative	00353 1433 3200	.	http://www.creative.com/
Epson	0870 443 7766	.	http://esupport.epson-europe.com/SupportHome.aspx?lng=en-GB
HP	0870 010 4320	.	http://welcome.hp.com/country/us/en/support.html
Lexmark	0870 733 7100	.	http://www.lexmark.co.uk/
Logitech	01753 870 900	.	http://www.logitech.com/index.cfm/GB/EN
Netgear UK	0870 112 1206	.	http://www.netgear.co.uk/product_support.php
Norton	0207 744 0061	.	http://www.symantec.com/en/uk/index.jsp
Philips	0870 900 9070	.	http://www.philips.com/

[Davey W]

B.3. Registering for Online Support

The Online Support system is our website based support system that allows our customers to register and obtain support regarding specific hardware within their PC's. Unlike the forum this limits the sharing of information between customers who have the same or similar questions and queries.

IMPORTANT: Before starting, please ensure that you are using Internet Explorer. Whilst other browsers do appear to work problems have been reported that might prevent your registering successfully.

If you have already registered one MESH PC and you now wish to register another please DO NOT follow these instructions. Instead, login to your existing account and choose the option to Register A New System and then click on the option to Register Additional PCs.

1, Start by clicking here to open up the Online Support Page and on this page, click on the link to login, then the link to register.

You should then see the following image;

Click on the link at the bottom to register using the alternative method of Serial Number and Postcode.


2, You should now have the following screen;


Serial number(Customer Order Number) - Your Serial Number and Order Number are the same number unless you have a Notebook. If you have a Notebook, please use your Order Number.

The Serial/Order Numbers come in two types. The original number was a 7 digit number that may or may not end with a single letter. e.g. 5123456 or 5123456F. The newer type begins with the capital letters SO and an underscore, followed by 4 or 5 digits. e.g. SO_1234 or SO_12345

Both types will often have additional digits and or number that follow that you must ignore when entering into the Online System.

Delivery Postcode - This is the postcode the order was delivered to. Even if you have since moved, please use the original delivery one as it is a part of the security check during registration which involves being compared to what we originally had on record.

Click on OK to continue.

3, You can now fill out your personal details;

And once done, click on OK.

Check the email inbox for the address you used during the signup where you should find an activation email that contains a link you will need to click on to complete the registration process. Once done you will be able to return to login screen by clicking here.

[Davey W]

B.3.1. Registering for Online Support - Additional Information

Our main website found here actually has two separate account based systems, one for sales and a second for support. This leads to one of the more common problems reported when trying to access either account

The sales section allows you to place an order online and so will at some point during the transaction contain personal financial details required to make any payment due. The support section does not require access to this type of information and I'm sure our customers will appreciate the fact that we limit access to such information as much as possible.

This does mean that you will need to have two separate accounts (although you can use the same details for both) if you wish to have access to all of the features available.

In the above image, taken of part of our web page, in the upper right hand corner you can see "Login | Register". This is where you would login or register an account within the sales section. By clicking on the "Service & Support" button you will see the menu appear as it does in the picture above. The highlighted option will allow you to login into the Support section of the web site. It is safe to assume that anything you do within this menu is related to support only. And if you find problems where you know your account details are correct (for the support section) , you should ensure that you are working from this menu.

NB: The "My Account" button to the right of the "Service & Support" button refers only to the sales account.

[Davey W]

B.4. Software Support

There are thousands of software packages on the market at any one time and it is beyond the scope of any computer manufacturer to install and test all of them. In general, as long as a piece of software has been written correctly, it should work on your MESH computer. If you are not certain, please make sure that you contact the company that created the software before you buy it. Bear in mind that they will be supporting it after you have purchased it.

Your warranty will unfortunately not cover Software Problems and so we are unable to provide support via our warranty support channels.

To help customers with software questions who may not be able to obtain support from the software author, we have set up a special software support line:

Software Support line 0905 235 6600

The software support line is open 24 hours per day. All calls are chargeable at £1 p/min. Please seek permission from the person who pays the telephone bill before making your call.

You will have to contact the Software Support Line if you require assistance with any of the following:

• Software applications and installations
• Any operating systems i.e. Windows XP
• Third party products, hardware or software installation
• Damage caused by viruses or accidental damage or other circumstances
• Training and advice with the use of a product of any nature
• Data recovery or backups of software, data or drivers
• Upgrading software or hardware
• Troubleshooting
• User Errors
• Any item not covered by the terms of sale and warranty

To comply with regulations, calls to premium rate lines are restricted. If you receive an engaged tone, all the operators will already be with a client, please hang up and try again later. Remember hardware is covered free of charge under the terms of the MESH Warranty.

[Davey W]

C.1. Case Designs

Original Mini ATX Case	Original Midi ATX Case

Praetorian Case(Also available in Silver)	Wave Case (Mystique)

New style Mini/Midi Case