Top Navigational Bar

Features Troubleshooting Guide - WordPerfect
DocumentID: 617506
Revision Date: 29-Feb-96 1:37:39 PM

The information in this document applies to:
WordPerfect® 5.1 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 (F3) and the release date of the printer .ALL file (by pressing Shift-F7, S, 6). (The printer file date is not included in the printer Help screen if the customer's .ALL file is earlier than 04/29/89. For earlier dates, use List Files.)
3.      Read the appropriate sections in the manual and workbook. Tip: The Reference manuals are in the Folio format. Use the MANUALS infobase.
4.      Check any applicable Folio infobases.
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 Settings (Shift-F1, 4, 5), and Document Initial Settings (Shift-F8, 3, 2). Make sure all codes are in the correct sequence 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 program 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.
9.      Exit WordPerfect and run FIXBIOS. Then use applicable startup options, including /X. If one of the startup options helps, determine which one. If /X resolves the problem, try renaming the customer's .SET file and reselecting their preferences. If reselecting these preferences does not demonstrate an error, try using the original .SET file (rename the new one and restore the original one) to see if the problem reoccurs. If the problem reoccurs using the original .SET file (and not the new one), have the customer send you the original .SET file and write an STR.
10.      Is the customer on a network? If so, what type? Is everyone having the same problem or is it isolated to specific workstations or users?
11.      Have the customer run CHKDSK (DO NOT Use CHKDSK On Networks). Write down any errors the customer reports.
12.      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. The easiest way to do this is by running WPINFO from DOS. (This will give you useful hardware information as well.) If the user has Terminate Stay and 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.
13.      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?
14.      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.
15.      If the problem is a printing problem, check "Troubleshooting Steps" in the PRINT infobase.
16.      If you have checked all of the above and the problem is still occurring, write up a Software Trouble Report (STR).

REQUIRED INFORMATION FOR AN STR
1.      If you cannot duplicate the problem, every field in the STR database should be filled out completely. This includes brands of hardware components (machine brand, graphics card, versions of programs, etc.) If you can duplicate the problem, you may 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.      Copy the file that duplicates the problem (if a file is required) onto a disk. If a problem requires more than a few keystrokes, a file will expedite the resolution process. Label the disk with the STR number, customer name, phone number, technician extension, and the assigned specialist's name. Please indicate that you have done so in the STR comments field with a date/time stamp (Shift-F5). Please indicate in the STR if more information is coming from the customer and how it will be sent.
3.      Deliver any files to the nearest Problem Resolution STR basket.
4.      Please include your Folio lookup string in the STR.

MATERIALS TO BE SENT IN WITH AN STR
See above.

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.