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Troubleshooting Expanded Memory
DocumentID: 650059
Revision Date: 29-Feb-96 8:28:56 PM

The information in this document applies to:
WordPerfect® 5.1 for DOS

Problem

Solutions: Troubleshooting 5.1 Expanded Memory

1.      Does it work with the startup option /ne?
2.      What is the brand of their memory board?
3.      What is the brand, version, name and date of their device driver?
4.      How much total memory do they have and how is it configured?
5.      What are the LIM specifications they are trying to meet?
6.      If they are using Library's shell what version and date are they using and are they using any startup options?
7.      What other resident programs are being loaded into memory?
8.      Has the problem been reported before?
9.      If it has not been reported and the customer has the 11/6/89 release, offer to send them an upgrade, give them the /32 option to try and write up an STR.
10.      If the user has the 1/19/90 release or later, try the /32 option. If WP still fails with /32, complete an STR.


Mouse

1.      What is their brand of mouse?
2.      What is the brand and version of their mouse driver?
3.      How is the mouse defined in WordPerfect?
4.      How is the driver being loaded? In their CONFIG.SYS or their AUTOEXEC.BAT?
5.      Is it a bus or serial mouse?
6.      Do the pull down menus work without the mouse?
7.      What resident memory programs are they loading?
8.      What happens when you try /nc or /nk?
9.      What is their complete hardware configuration?


Display

1.      How is the graphics card defined?
2.      What is auto selected as graphics screen type?
3.      What is selected for text screen type?
4.      What does WPINFO say their graphics card is?
5.      What is the actual graphics card? (make, model, Bios)
6.      What happens with the following startup options: /mono, /x, /nf, /ne, /nc, /nk?
7.      What directory contains the *.VRS files and the WP.DRS file? Is there a WP.DRS file present?
8.      How are they selecting screen colors?

Answer:

Details:


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