Installation Troubleshooting Guide

DocumentID: 608916
Revision Date: 29-Feb-96 1:33:52 PM

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

Problem

Solutions: TROUBLESHOOTING 1. Can you duplicate the problem on your machine? * If you can duplicate the problem, your troubleshooting and STR should concentrate on very detailed STEPS TO DUPLICATE and your own hardware information. * If you cannot duplicate the problem, you should concentrate on examining the customer's hardware and system configuration. Your STR should include complete hardware/configuration information and detailed TROUBLESHOOTING STEPS. 2. Has WP been running OK on this machine previously? * If yes, look for AUTOEXEC.BAK and CONFIG.BAK files. Ask about new software or hardware, repairs, or any other problems experienced recently. 3. Is the problem consistent or intermittent? Detailed hardware information is especially crucial if intermittent. 4. Can you find any helpful information in Folio or the customer's MSD.EXE, WPINFO.EXE? 5. Startup options: Try FIXBIOS. Set wpc=/N?/X/D-C:\DOS (use all /N? switches). 6. Make a bootable floppy disk before editing the customer's startup files. This is a must if there is any line in the customer's CONFIG.SYS that you do not thoroughly understand or if you intend to alter any memory management parameters or drivers. 7. Check for disk problems. Try CHKDSK and CHKDSK d:\dir\*.* to find fragmentation. Type VER/A and then COMMAND and compare the output. Look for low disk space. 8. Is any of the customer's hardware unusual. List what hardware you think might be unusual. 9. Does the customer have a fax or scanner card, external drive, CD-ROM, tape backup, etc.? 10. Is the customer on a network? REQUIRED INFORMATION FOR STR 1. Every field for the STR should be filled out. If you feel that some of the STR fields are irrelevant with your particular problem, leave them blank. However, you must be willing to contact your customer again for more information if the Problem Resolution specialist feels that you left a needed field blank. 2. If the STR relates to a third-party manufacturer, especially one not well known, please get the manufacturer's address and telephone information. 3. Please include your Folio search string. SUGGESTED FOLIO KEYWORDS: install*, lock*/hang*/crash*, [brand name of hardware components], "[exact text of error message]" NOTE: Memo 15238M on "File Extraction Errors" in the WPWIN51 infobase and memo STF_4225 on "Diskettes Are Corrupt" in both the WPWIN51 infobase and the WP51 infobase are excellent general troubleshooting guides. (If you cannot find the memo under the ID numbers, type in the subject of the memo.)

Answer:

Details:

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