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General Troubleshooting |
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. Can you duplicate the problem? If so, write the exact steps you used. 3. Check the customer's release date of WP (F3). 4. Read the appropriate sections in the manual and workbook. Tip: Manuals are in Folio in the -MANUALS infobase. 5. Check any applicable Folio infobase. Tip: The * is a wildcard. (Example: tab* will locate memos including words like tabbed, tabs, tabbing.) The / is the "or" character. (Example: hang*/freez*/lock* will locate memos that include either hang, hanging, lock, locking, locked, freezing, etc.) 6. Check Software Change Notices (SCNs). 7. Check Reveal Codes (Alt-F3) for misplaced, missing, or incorrect codes. 8. Check Document Initial Codes and Setup Initial Codes for incorrect or conflicting codes (write down any codes that you find). 9. Can you and/or the customer duplicate the problem from a clear screen? 10. Check View Document (Shift-F7, 6). Is the problem visible there? 11. Find out if the customer is running WPWin on a network. If so, what type? Does the problem occur on stand-alone machines? 12. 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 doesn't demonstrate an error, try using the original .SET file (rename the new one and restore the original one) to see if the problem recurs. 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. 13. Have the customer run WPWin in a vanilla environment and try to duplicate the problem. 14. Has the customer ALWAYS experienced the problem? 15. Ask the customer to try to duplicate the problem on another computer, if available. REQUIRED INFORMATION FOR AN STR 1. If you don't 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 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, operator 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. Your Folio lookup string. MATERIALS TO BE SENT IN WITH AN STR See above. |
Answer:
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