I do not know about this specific problem, but in the past when I had issues with a new/newer computer I called the manufacturer and had them help me solve it. They had the capapbility to take over my computer remotely, and they dug around until they found the problems, while I sat and watched what they were doing on my monitor. They explained on the phone what they were doing, looking for and why. Maybe Gateway can do that for you, the way HP did for me?