Thanks, I got a second message saying they would send me a recovery Cd if I needed. It's still a little strange that they don't just include one with the computer like everyone else does.
Luckily, I was able to use Nero (included with computer) and burn a backup of the drive to DVD (the whole drive, not just the files). So at least the DVD burner does work fine.
I'll paste the 2nd response I got from them in case it is helpful to anyone else. I got the impression that maybe the system recovery utility only works with CD-R discs.
The first thing you can try is to burn on a regular DVD just to check
the DVD drive is faulty.
If it shows the error that a recovery media has already been created,
then I suggest resetting the Recovery Media Creator.
Use the following steps to reset Recovery Media Creator.
1. Download the ResetRmc.exe file to the desktop. This is available
from the Gateway Web site at:
2. On the desktop, double-click the ResetRmc.exe file.
3. In the WinZip - Password for file: ResetRmc.exe dialog box, type
following password and then click OK: G8way!
4. The needed files extract to the C:\Cabs\ResetRmc folder. From the
Start menu, click Run.
5. In the Run dialog box, type: C:\Cabs\ResetRmc\ResetRmc.exe. Click
Note: This is a very small file that executes extremely fast. You may
not notice anything happen after running the file.
How to Burn a Backup Copy of Medialess SoftThinks:
1. Start Recovery Media Creator
2. Click on Start Creation
Note: If the Recovery Media Creator has already made backup recovery
CDs, it no longer works. Only one set of backup recovery CDs can be
3. The next screen varies; depending on what kind of media burner
is installed in the computer.
*** If the computer has a CD burner drive, in the Recovery CD/DVD
Creator window, click on Yes.
Note: The number of blank CDs required varies from system to system.
If the computer has a DVD burner drive, in the Recovery CD/DVD Creator
window select Number of CDs required and then click OK.
4. The Recovery CD/DVD Creator lists the files to backup.
5. At the Recovery CD/DVD Creator window, label a blank CD-R disk as
outlined, and then insert the disc into the optical drive. Click OK.
Note: Currently only CD-R discs can be burned using the Recovery CD/DVD
Creator. If there is a CD-R disc in the drive, there will not be a
prompt to insert a blank CD-R disc.
6. The Recovery CD/DVD Creator writes the files to the CD-R media.
7. The Recovery CD/DVD Creator runs a Cyclic Redundancy Check (CRC) on
the CD to verify that it burned properly.
Note: If the CD does not burn properly, a prompt to re-burn the CD
8. The Recovery CD/DVD Creator lists the files to backup for the next
CD. The process of listing the files to backup, prompting the customer
to insert a blank CD-R disk, writing the files to the CD-R, and running
a Cyclic Redundancy Check (CRC) on the CD occurs for each CD in the CD
set until all CDs have been successfully made. The number of CDs
varies from computer to computer.
9. Once all CDs in the CD set have been successfully made, in the
Recovery CD/DVD Creator window click OK.
In the event that you are able to make regular DVDs, there is a
possibility that this issue may reside with the hard drive. We could
further verify the issue by creating an ISO image with the drivers and
applications on to a CD.
Create my Drivers and Applications CD(s) - Create ISO images:
Recovery Media Creator - Create ISO images:
If this fails, it is most likely that the contents of the hard drive
corrupted. We could send in Recovery CDs free of charge for your
Should you want to obtain the Restore CD, please consider the following
1. Serial number of your system located behind the computer,
2. Model number from the front of the computer tower,
3. The purchase date, the purchase store and
4. Your contact information, such as the shipping address (street
address, including city, state, and zip code), your full name, home
phone number and any other applicable information regarding you.