Features Troubleshooting Guide

DocumentID: 606702
Revision Date: 29-Feb-96 1:31:45 PM

The information in this document applies to:
WordPerfect® 6.0 for DOS

Problem

Solutions: TROUBLESHOOTING 1. Do you understand the problem? Can you describe it to the satisfaction of the customer? 2. Check the customer's release date of WP. 3. Read the appropriate sections in the manual and workbook. Tip: Manuals are in Folio in the -MANUALS infobase. 4. Check any applicable Folio infobase. Tip: The * is a wildcard. (Example: tab* will locate memos including words like tabbed, tabs, tabbing.) The / is the "or" character. (Example: hang*/freez*/lock* will locate memos that include either hang, hanging, lock, locking, locked, freezing, etc.) 5. Check Software Change Notices (SCNs). If the problem is documented as being fixed on a later release date, update the customer free of charge by using the QOE database. 6. Check Reveal Codes, Initial Codes Setup (Shift+F8, 2), and Document Initial Codes (Shift+F8, 1). Make sure all codes are in the correct sequence (if Autocode Placement has been turned off) and that there are no unnecessary or misplaced codes. 7. Can the customer consistently duplicate the problem? Can the customer duplicate the problem from a clear screen? Have the customer tell you what he/she is doing to cause the problem, keystroke by keystroke (if possible) so that you can make a note of the specific keystrokes or procedures. This will determine if the problem is isolated to a specific document or can be easily duplicated. 8. Can you duplicate the problem on the same date? If you can duplicate the problem on your machine with the same date the customer is using, try duplicating it on the most current release date and update the customer if it was fixed. If you duplicate the problem on the latest release date, write an STR and include your file that duplicates the problem. If you cannot duplicate the problem, have the customer send in the file(s) which duplicates the problem. 9. Try renaming the .SET file. If this corrects the problem, have the customer reset their default settings to see if the problem can be recreated. If the customer cannot recreate the problem after recreating their .SET file, write an STR and have the customer send in a copy of their .SET file. Is the customer on a network? If so, what type? Is everyone having the same problem or is it isolated to specific work stations or users? 10. Have the customer run CHKDSK (DO NOT Use CHKDSK On networks). Write down any errors the customer reports. 11. Does the customer have any resident third-party programs? If so, have the customer run WP in a vanilla environment. Check the AUTOEXEC.BAT and CONFIG.SYS files. If they do have "terminate stay resident" (TSR) programs loaded, make a backup copy of the customer's AUTOEXEC.BAT and CONFIG.SYS files, rename the original files, and create a CONFIG.SYS file containing the following information: FILES=20 BUFFERS=5 Then reboot the machine. This will allow the machine to run in a "VANILLA" environment without TSRs. 12. Reinstall the program in a new directory on the hard drive. Test the problem in WP running from the new directory. Does the problem still occur? 13. Can the customer duplicate the problem on another machine? If the customer cannot duplicate it on another machine using the same software, it may be specific to their hardware configuration. 14. If the problem is a printing problem, check "Printer/Printing Troubleshooting Guide" in the CSTOOLS infobase. 15. If you have checked all of the above and the problem is still occurring, write it up as a Software Trouble Report. Note: If the customer is having a problem in the International version of the product, try having him/her duplicate the problem in the latest US version of the product. If you can duplicate the problem in the US version, put the US date as the date of the product when writing an STR.

Answer:

Details:

Product specifications, packaging, technical support and information (*Specifications*) refer to theUnited States retail English version only. Specifications for other versions may vary. All Specifications, claims, features, representations, and/or comparisons provided are correct to the best of our knowledge of the date of publication, but are subject to change without notice.OUR MAXIMUM AGGREGATE LIABILITY TO YOU AND THAT OF OUR DEALERS AND SUPPLIERS IS LIMITED. IT SHALL NOTEXCEED THE AMOUNT YOU PAID TO ACCESS THE INFORMATION. SEE LEGAL DISCLAIMER.