Formatting Troubleshooting Guide

DocumentID: 626713
Revision Date: 29-Feb-96 1:41:40 PM

The information in this document applies to:
WordPerfect® 6.1 for DOS

Problem

Solutions: KEYWORDS: LINE FORMATTING, PAGE FORMATTING TROUBLESHOOTING 1. Do you understand the problem? Can you describe it to the customer's satisfaction? 2. Check the customer's release date of WP. 3. Read the appropriate sections in the manual and workbook. Is the feature "working as designed"? Tip: The manuals are in Folio. They can be accessed through the MANUALS infobase. 4. Check any applicable Folio infobase. Tip: The asterisk (*) is a wildcard. (Example: The search word bold* will locate memos including words like bold, bolds, bolded, bolding, etc.) The forward slash (/) is the OR operator. (Example: The search string graph*/equation*/format* will locate memos that include either graph, graphs, graphics, graphical, equation, equations, format, formats, formatted, formatting, etc.) 5. Check the Software Change Notices (SCNs). If the problem is documented as being fixed on a later release date of the software, 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 Auto Code Placement has been turned off) and that there are no unnecessary or misplaced codes. 7. Does changing the Justification setting make a difference? 8. Do any of the startup options affect the problem? If so, which ones and how? 9. 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. 10. Can you duplicate the problem on the same software release 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. 11. Try renaming the .SET file. If this corrects the problem, have the customer reset the default settings to see if the problem can be recreated. Is the problem caused by a setting in the Initial Codes or an Environment setting? If the customer cannot re-create the problem after re-creating the .SET file, write an STR and have the customer send in a copy of the original .SET file that can be tested. 12. Is the customer on a network? If so, what type? Is everyone on the network having the same problem or is it isolated to specific workstations or users? Does the same user have the problem on different workstations? Can other users duplicate the problem on the same workstation? 13. Have the customer run CHKDSK (IMPORTANT: DO NOT use CHKDSK on networks). Write down any errors the customer reports. 14. 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 files contain 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. 15. Reinstall the program in a new directory on the hard drive. Test the problem in WP by running from the new directory. Does the problem still occur? 16. 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 the hardware configuration. 17. If the problem is a printing problem, check the Printers Troubleshooting Guide in the WP60, CSTOOLS, or PRTOOLS infobase. 18. Does the problem go away by causing the screen to reformat (pressing Home, Home, Home, Down Arrow, and then Home, Home, Home, Up Arrow)? 19. If you have checked all of the above items and the problem still occurs, write up a Software Trouble Report (STR). Note: If the customer is having a problem in an 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. REQUIRED INFORMATION FOR AN STR 1. If you cannot duplicate the problem, every field in the STR database should be filled in completely. This includes brands of hardware components (machine brand, graphics card, versions of programs, etc.). If you can duplicate the problem, you should provide the exact steps to duplicate the problem, a file if necessary, and your system information to complete the STR. You should indicate that you duplicated the problem. 2. A copy of the file that duplicates the problem (if a file is required) on a disk. If a problem requires more than a few keystrokes, a file will expedite the resolution process. 3. Your Folio lookup string. 4. The results of the Troubleshooting Steps listed above.

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