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Print Preview Troubleshooting Guide |
The information in this document applies to:
WordPerfect® 6.0 for DOS
Problem
Solutions: KEYWORD: PRINT PREVIEW/VIEW EXAMPLES: Print Preview does not function Computer locks when using Print Preview Print Preview displays incorrectly (distorted/odd colors) 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. What is the video card model and manufacturer? 4. What is the monitor model and manufacturer? 5. What is the video driver version and date? 6. Does the problem occur if the customer selects a different printer or a different graphics driver? 7. Try auto-selecting the video driver in WP. 8. Has the problem always happened or has it just started? What changed? 9. Can the system run in Graphics Mode or Page Mode? Does the problem also occur in Graphics Mode? Text Mode? Does the same problem occur in the Figure Editor of the Graphics Box option? 10. Make sure the .VRS file(s) is in the WP60 directory. 11. 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. 12. 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.) 13. 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. 14. Do any of the startup options affect the problem? If so, which ones and how? 15. 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. 16. 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. 17. Have the customer run CHKDSK (IMPORTANT: DO NOT use CHKDSK on networks). Write down any errors the customer reports. 18. Does the customer have any resident third-party programs? If so, have the customer run WP in a vanilla environment (boot vanilla from a bootable disk in drive A: containing a minimal CONFIG.SYS file). If this works, check the AUTOEXEC.BAT and CONFIG.SYS files for Terminate Stay Resident (TSR) programs and have the customer eliminate them one by one until a working combination is found. 19. 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? 20. 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. 21. 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. If none of the above troubleshooting steps solve the problem, an STR should be written and the following items can be suggested to the customer: Check any README file that comes with the video card or driver Check with the video card manufacturer for an updated driver REQUIRED INFORMATION FOR AN STR 1. Complete customer information 2. 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. 3. 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. 4. Your Folio lookup string. 5. The results of the troubleshooting steps listed above. SUGGESTED FOLIO KEYWORDS: preview* |
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. |