PC Problem Log:

PC Help File
GEN-HELP.DOC
General and Miscellaneous Help
By: Charles "Ched" Davis Conventions:

This computer help file is designed to assist computer users in tracking down and solving problems and questions regarding the operation of computers, printers, networks, and software. I have attempted to break down the sections into manageable categories and save them as seperate files. Topics and solutions here cover a wide range of problems and solutions; from the "easily remedied" to the "advanced debugging". The solutions listed in red should not be attempted by anyone that is not extremely familiar with advanced configuration of PC’s. Only those who are experienced with computers should attempt to follow these steps. Hint: If you are not familiar with the editing the files config.sys, autoexec.bat, win.ini, system.ini; using the sysedit.exe, to edit registry files ...

DO NOT ATTEMPT TO DO THE ITEMS LISTED IN RED !! While some of the comments and help contained in these help files are *** specific and / or refer to proprietary software (Software designed for only the *** network), Alot of the information can be used for other computers.

You can search for items and text in this document (and all Word documents) by clicking on Edit (on the menu ribbon at the top of the Word screen) then clicking on Find and filling in the boxes !

!!! Text Marked In Red Should Only Be Attempted By Experienced Computer Users !!!

Problem: Measures taken / Solution

GENERAL:

You turn on your computer and nothing happens.
Or the computer does not recognize you drives
"Hard Drive Failure"
"Floppy Drive Failure"

Make sure that your power cords are plugged into both the wall outlet (& Isobar box) and the back of the computer and monitor.

Check the connection inside the computer box to see that the connection cable is connected to the power supply.

Go into your CMOS BIOS with setup and make sure that your boot option is set to C,A

Check to make sure that your disk controller card is seated firmly in it’s socket and ribbon cables are secured. (NOTE: THIS INVOLVES DISASSEMBLING YOUR COMPUTER AND SHOULD BE DONE ONLY BY EXPERIENCED TECHNICIANS.

You turn on your computer and the power lights light but nothing shows up on your monitor.

Make sure that the cord with the odd 9-pin receptacle is plugged into the proper slot on the back of the computer (this connection may work lose in time)

Try adjusting your brightness, contrast, and alignment controls on your monitor - usually on the bottom of the screen.

Turn the computer off - wait 5 seconds - Turn back on

You accidentally deleted a file that you need from your hard drive

ALWAYS KEEP AT LEAST ONE BACK-UP COPY OF IMPORTANT FILES EITHER ON A FLOPPY DISK OR IN YOUR PERSONAL DIRECTORY ON THE G:\ DRIVE, OR BOTH. If you have a backup copy you can place it back on your hard disk by typing copy a:\filename c:\path\filename (where c:\path\filename is the location and name of the file your are restoring) at the DOS prompt or ...

Click on File Run in Program Manager and use the copy command.

If the file has been recently deleted you may be able to rescue the file using "undelete" - To do this check to see if you have an icon called undelete in your Windows group "Main" or "MS Apps", double click the icon to start the program and change to the directory where the file was, - highlight the file, - click on restore, - give the file the first letter it originally had.

DOS also has a file recovery program - Exit Windows and change to the directory your file was originally in (CD\MSOFFICE\WINWORD for example) and type undelete and press enter. DOS will look for the files it can find that were recently deleted and offer you the choice to restore them if it can. NOTE: you will have to supply the first letter of any file that has been deleted when prompted

When you start Windows (or other graphic mode programs) the screen looks all jumbled and smeared.

This usually occurs when Windows tries to load the wrong display driver, and gets crossed signals. You can use "setup" (in the c:\windows directory) to correct this error. (From DOS prompt)

You can edit the system.ini, or win.ini file in windows if you are an experienced user.

Unable to print to a network printer

Make sure that you are logged into the system - YOU CAN NOT PRINT TO A NETWORK PRINTER IF YOU ARE NOT LOGGED INTO THE SYSTEM !!

Make sure that you have a network connection established (This can be done through the print manager icon (Printer, Network connection...)

Make sure that the computer you are working on is set to print to the desired printer: - From your group "Main" double-click on the print manager icon - the printer and address that the computer is set to print at are listed in boldface type.

If your print manager does not list any pertinent information check to see that Windows is using print manager by using Printers (Icon in the Control Panel) and make sure the box marked Use Print Manager has an X in it. (Clicking on the box will mark or unmark it)

See section in Network also

Replace Patch cables from printer to wall drop and / or the patch cables on the Hub.

You are unable to find a file

From the window group Main open the file manager

Click on File (from the ribbon MENU) at top of file manager

Click on Search

If you know the file name it in (including its 3 letter extension or name .* ) (If you are not sure what the full name is use the ? or * key to substitute the end of the name:) {EX: hel*.* will find files helc.doc, hello.xls, helxyz.wpd, etc.}

In the start from box type c:\ (if you think the file is on your hard disk drive) and click an X in the " Search all subdirectories" box

Click on OK - A search box will show you all the files that match your description -

If you don't find your file try " File - Search " again and change to a different drive (EX: g:\c155555 where c155555 is your employee number OR personal / private directory on a network).

From the DOS prompt type dir my.txt /s /p - press enter.

Windows and Window programs running very slowly, or locking up.
( * See the Windows section also * )

You may have too many programs running at one time - Solution:-

1 by 1 save the files that you have open and close all the programs that are running.

Hold down your Alt key and press the tab key. (Or double click with the left mouse button somewhere outside program manager to see any of the programs that are running. In the task box - highlight an option and click on the "End Task" button)

You may have too many "temp" files in your temporary directory - EXIT WINDOWS FIRST and change to your temporary directory (usually c:\temp on the Ashland computers) and delete your temp files (type del *.*) - DO NOT USE THE MS-DOS PROMPT ICON IN PROGRAM MANAGER TO DELETE THESE FILES !!

Remove any unneeded programs from your start-up group.

Run the Scandisk and Defrag tools. (Windows 95 users NEVER run a DOS - or 16-bit defrag utility - you will lose all your long file names)

MISC.:

Unable to open Word Perfect files in MS Word

Try opening the file in Word Perfect the click on:

File - Save As - and Choose a MS Word 6.0 as the type of file you wish to save. (If the converter files are not loaded see next step)

Reinstall Word and in the Options choose WP 5.x for both DOS and Windows.

Unable to open Lotus 1-2-3 files in MS Excel

Excel can NOT read spreadsheets that have been created or saved in Lotus 1-2-3 version 4.01.

Open the file in Lotus

Click on File

Click on Save As

and in the box that says Lotus 1-2-3 format choose save as version 4.0 or earlier version. - Then try to open that file in Excel. If Lotus installed the Excel converters Save the file as an old version of Excel and try again.

While working on a file using a Windows program (Word - Word Perfect )all the menus and toolbars disappear.

Some programs have a view ability to show your document full screen to eliminate the clutter of tool-bars and menus. Usually the escape key will bring them back. If this does not work -

While holding down the Alt key, tap the "V" key (for view) and choose a normal or page layout view

If your memory resources get low (or fragmented) exit all programs and exit Windows then restart.

When working on pictures or graphic files the colors are not clear ( dots, fuzzy etc.)

You may have you system set for only 16 colors and the file is made for 256 colors (or more). You can set your system to view 256 (or more) colors with a set resolution program.

Ashland's Pentiums (Compaq's ) are equipped with the ability to set not only the number of colors but the screen resolution (how big everything is) as well. This program can be found in the Group Main

Open program group Main

Double click on the Control Panel Icon

Double click on the Display Icon (looks like a little Screen Monitor)

Click on the Mode drop down box and select a color and resolution that suites your needs.

Click on OK

A box will pop up asking you if you want to Restart Window - You must restart in order for the changes to take effect so click on Restart.

You used the DOS prompt to get to DOS and you want to see your windows without exiting DOS

While holding down the ALT key - Press the enter key to reduce your dos session to a Window.

You want to view a file but are not sure what type of file it is.

If you have Viewbase set up on your computer start this program and choose file - open and pick the file.

If you do not have Viewbase installed then see the Window Section of this document for instructions on installing or using Viewbase

Also you can use other file viewers from PC tools, Lview (Shareware version is available on the internet or from Ched)

You know that you have mail but that Lotus notes is not allowing you to open it or even showing you that it exists.

*** currently carries 2 types of mail services: Lotus Notes, and Banyan Mail (Some departments also support Shark Mail).

If you can’t find or read your mail in Lotus Notes then check your mail box in Banyan.

Go to you DOS Prompt c:\. and then go to your z drive by typing z: and pressing enter.

Now type mail and press enter and follow the on screen instructions.

Note: When you are sending or addressing mail there are 2 types of addresses 1 has the format John Doe/group/service ... for Lotus Notes and the Other has the format John Doe@group@server. which is used by Banyan’s Address book.

Your computer will start but you can’t access your CD-ROM drive.

First check to see that your config.sys file is loading the CD-ROM system driver file (ex: device=c:\rom\cddrvr.sys /d:mscd000) the d:mscd0000 parameter must be duplicated in the autoexec.bat file with the line mscdex /d:mscd0000

Check the autoexec.bat to see that you are starting you cd-rom drive reader (DOS and Windows include a generic mscdex.exe file that can in some cases start the program if the proper drivers are loaded by config.sys

Check the autoexec.bat and config.sys files (using either notepad or edit) for these lines preceeded by the rem, - and delete the rem

Laptop - You have keys and functions listed on your function keys (F1 - F12) but they don’t do what they say

With laptops you have a special key on your keyboard called a fn key. To access the special features you must hold down the fn key while you press the F1 through F12 keys.

When you try to type in your Applications, the computer types over what you currently have written.

Tap the insert key. This will toggle your typing method from inserting text to typing over text.

When you boot your computer you get a non system disk error even with no disk in drive a:

Your bios set-up may be set to read only the a: drive as the boot drive- Change your cmos settings to boot C: only, C: then A: or A: then boot C: (setup can be enter either with a setup disk or by pressing the setup key combination during a cold boot:

(Compaq: F10, NEC: F2, LE: Ctrl+Alt+Del: Other key combinations depend upon the brand of computer_ del key, ins key, F5 key, Ctrl+Esc, etc.

Power on Password is forgotten and you need to remove it.

You may need to remove the CPU cover and move a jumper at the boot pins from pins 1 and 2 to pins 2 and 3 - or move a DIP switch from off to on.

Problem:	Measures taken / Solution
*GENERAL:*
You turn on your computer and nothing happens. Or the computer does not recognize you drives "Hard Drive Failure" "Floppy Drive Failure"	Make sure that your power cords are plugged into both the wall outlet (& Isobar box) and the back of the computer and monitor. Check the connection inside the computer box to see that the connection cable is connected to the power supply. Go into your CMOS BIOS with setup and make sure that your boot option is set to C,A Check to make sure that your disk controller card is seated firmly in it’s socket and ribbon cables are secured. (NOTE: THIS INVOLVES DISASSEMBLING YOUR COMPUTER AND SHOULD BE DONE ONLY BY EXPERIENCED TECHNICIANS.
You turn on your computer and the power lights light but nothing shows up on your monitor.	Make sure that the cord with the odd 9-pin receptacle is plugged into the proper slot on the back of the computer (this connection may work lose in time) Try adjusting your brightness, contrast, and alignment controls on your monitor - usually on the bottom of the screen. Turn the computer off - wait 5 seconds - Turn back on
You accidentally deleted a file that you need from your hard drive	ALWAYS KEEP AT LEAST ONE BACK-UP COPY OF IMPORTANT FILES EITHER ON A FLOPPY DISK OR IN YOUR PERSONAL DIRECTORY ON THE G:\ DRIVE, OR BOTH. If you have a backup copy you can place it back on your hard disk by typing copy a:\filename c:\path\filename (where c:\path\filename is the location and name of the file your are restoring) at the DOS prompt or ... Click on File Run in Program Manager and use the copy command. If the file has been recently deleted you may be able to rescue the file using "undelete" - To do this check to see if you have an icon called undelete in your Windows group "Main" or "MS Apps", double click the icon to start the program and change to the directory where the file was, - highlight the file, - click on restore, - give the file the first letter it originally had. DOS also has a file recovery program - Exit Windows and change to the directory your file was originally in (CD\MSOFFICE\WINWORD for example) and type undelete and press enter. DOS will look for the files it can find that were recently deleted and offer you the choice to restore them if it can. NOTE: you will have to supply the first letter of any file that has been deleted when prompted
When you start Windows (or other graphic mode programs) the screen looks all jumbled and smeared.	This usually occurs when Windows tries to load the wrong display driver, and gets crossed signals. You can use "setup" (in the c:\windows directory) to correct this error. (From DOS prompt) You can edit the system.ini, or win.ini file in windows if you are an experienced user.
Unable to print to a network printer	Make sure that you are logged into the system - YOU CAN NOT PRINT TO A NETWORK PRINTER IF YOU ARE NOT LOGGED INTO THE SYSTEM !! Make sure that you have a network connection established (This can be done through the print manager icon (Printer, Network connection...) Make sure that the computer you are working on is set to print to the desired printer: - From your group "Main" double-click on the print manager icon - the printer and address that the computer is set to print at are listed in boldface type. If your print manager does not list any pertinent information check to see that Windows is using print manager by using Printers (Icon in the Control Panel) and make sure the box marked Use Print Manager has an X in it. (Clicking on the box will mark or unmark it) See section in Network also Replace Patch cables from printer to wall drop and / or the patch cables on the Hub.
You are unable to find a file	From the window group Main open the file manager Click on File (from the ribbon MENU) at top of file manager Click on Search If you know the file name it in (including its 3 letter extension or name .* ) (If you are not sure what the full name is use the ? or * key to substitute the end of the name:) {EX: hel. will find files helc.doc, hello.xls, helxyz.wpd, etc.} In the start from box type c:\ (if you think the file is on your hard disk drive) and click an X in the " Search all subdirectories" box Click on OK - A search box will show you all the files that match your description - If you don't find your file try " File - Search " again and change to a different drive (EX: g:\c155555 where c155555 is your employee number OR personal / private directory on a network). From the DOS prompt type dir my.txt /s /p - press enter.
Windows and Window programs running very slowly, or locking up. ( * See the Windows section also * )	You may have too many programs running at one time - Solution:- 1 by 1 save the files that you have open and close all the programs that are running. Hold down your Alt key and press the tab key. (Or double click with the left mouse button somewhere outside program manager to see any of the programs that are running. In the task box - highlight an option and click on the "End Task" button) You may have too many "temp" files in your temporary directory - EXIT WINDOWS FIRST and change to your temporary directory (usually c:\temp on the Ashland computers) and delete your temp files (type del .) - DO NOT USE THE MS-DOS PROMPT ICON IN PROGRAM MANAGER TO DELETE THESE FILES !! Remove any unneeded programs from your start-up group. Run the Scandisk and Defrag tools. (Windows 95 users NEVER run a DOS - or 16-bit defrag utility - you will lose all your long file names)
*MISC.:*
Unable to open Word Perfect files in MS Word	Try opening the file in Word Perfect the click on: File - Save As - and Choose a MS Word 6.0 as the type of file you wish to save. (If the converter files are not loaded see next step) Reinstall Word and in the Options choose WP 5.x for both DOS and Windows.
Unable to open Lotus 1-2-3 files in MS Excel	Excel can *NOT* read spreadsheets that have been created or saved in Lotus 1-2-3 version 4.01. Open the file in Lotus Click on File Click on Save As and in the box that says Lotus 1-2-3 format choose save as version 4.0 or earlier version. - Then try to open that file in Excel. If Lotus installed the Excel converters Save the file as an old version of Excel and try again.
While working on a file using a Windows program (Word - Word Perfect )all the menus and toolbars disappear.	Some programs have a view ability to show your document full screen to eliminate the clutter of tool-bars and menus. Usually the escape key will bring them back. If this does not work - While holding down the Alt key, tap the "V" key (for view) and choose a normal or page layout view If your memory resources get low (or fragmented) exit all programs and exit Windows then restart.
When working on pictures or graphic files the colors are not clear ( dots, fuzzy etc.)	You may have you system set for only 16 colors and the file is made for 256 colors (or more). You can set your system to view 256 (or more) colors with a set resolution program. Ashland's Pentiums (Compaq's ) are equipped with the ability to set not only the number of colors but the screen resolution (how big everything is) as well. This program can be found in the Group Main Open program group Main Double click on the Control Panel Icon Double click on the Display Icon (looks like a little Screen Monitor) Click on the Mode drop down box and select a color and resolution that suites your needs. Click on OK A box will pop up asking you if you want to Restart Window - You must restart in order for the changes to take effect so click on Restart.
You used the DOS prompt to get to DOS and you want to see your windows without exiting DOS	While holding down the ALT key - Press the enter key to reduce your dos session to a Window.
You want to view a file but are not sure what type of file it is.	If you have Viewbase set up on your computer start this program and choose file - open and pick the file. If you do not have Viewbase installed then see the Window Section of this document for instructions on installing or using Viewbase Also you can use other file viewers from PC tools, Lview (Shareware version is available on the internet or from Ched)
You know that you have mail but that Lotus notes is not allowing you to open it or even showing you that it exists.	*** currently carries 2 types of mail services: Lotus Notes, and Banyan Mail (Some departments also support Shark Mail). If you can’t find or read your mail in Lotus Notes then check your mail box in Banyan. Go to you DOS Prompt c:\. and then go to your z drive by typing z: and pressing enter. Now type mail and press enter and follow the on screen instructions. Note: When you are sending or addressing mail there are 2 types of addresses 1 has the format John Doe/group/service ... for Lotus Notes and the Other has the format John Doe@group@server. which is used by Banyan’s Address book.
Your computer will start but you can’t access your CD-ROM drive.	First check to see that your config.sys file is loading the CD-ROM system driver file (ex: device=c:\rom\cddrvr.sys /d:mscd000) the d:mscd0000 parameter must be duplicated in the autoexec.bat file with the line mscdex /d:mscd0000 Check the autoexec.bat to see that you are starting you cd-rom drive reader (DOS and Windows include a generic mscdex.exe file that can in some cases start the program if the proper drivers are loaded by config.sys Check the autoexec.bat and config.sys files (using either notepad or edit) for these lines preceeded by the rem, - and delete the rem
Laptop - You have keys and functions listed on your function keys (F1 - F12) but they don’t do what they say	With laptops you have a special key on your keyboard called a fn key. To access the special features you must hold down the fn key while you press the F1 through F12 keys.
When you try to type in your Applications, the computer types over what you currently have written.	Tap the insert key. This will toggle your typing method from inserting text to typing over text.
When you boot your computer you get a non system disk error even with no disk in drive a:	Your bios set-up may be set to read only the a: drive as the boot drive- Change your cmos settings to boot C: only, C: then A: or A: then boot C: (setup can be enter either with a setup disk or by pressing the setup key combination during a cold boot: (Compaq: F10, NEC: F2, LE: Ctrl+Alt+Del: Other key combinations depend upon the brand of computer_ del key, ins key, F5 key, Ctrl+Esc, etc.
Power on Password is forgotten and you need to remove it.	You may need to remove the CPU cover and move a jumper at the boot pins from pins 1 and 2 to pins 2 and 3 - or move a DIP switch from off to on.