MORE INFORMATION
Before you begin, think back. Has the program run before? If so, what has
changed? What has been added? These changes may include installing or
removing new software, adding new hardware (like a sound card or a modem),
or installing additional memory.
Restart the Computer
Many times, files or programs in your computer's memory may be causing a
conflict. Restarting the computer can often rectify this.
Clean the CD-ROM
To clean the CD-ROM for the program, use a CD-ROM cleaning kit, or gently
wipe the silver side of the CD-ROM with a soft, lint-free cotton cloth. Do
not use paper cloth which can scratch the plastic and leave streaks. When
you clean the CD-ROM, wipe from the center of the disc outward; do not use
a circular motion.
Remove and Reinstall the Program
In most cases, the setup program has a Remove All button which removes all
of the program files, but does not remove any files (such as documents or
saved games) that you created on the hard drive. Use this Remove All option
to remove the program completely, and then reinstall the program. Refer to
the Read Me file for more information on this feature.
Check The Online Help File for the Program
There is generally either a help menu in the program (you may also try
pressing the F1 key while in the program) or a help file on the CD-ROM or
disk set that you installed the product from. You may also check in the
folder where the program was installed or in the program group on the Start
menu.
Check the Read Me File for the Program
This is usually located on the installation CD-ROM or disk set, but may
also be installed into the program folder of the software. Click Start,
point to Programs, and then point to the program on this list. You may see
a Read Me item here. Also, double check the Minimum System Requirements on
the product box. For Microsoft products, these are generally listed on the
back of the box on the right hand side.
Check the Support Site for the Program
To find additional support information, connect to the following Microsoft
Web site:
This site lists support options that are available to you, such as complete support site searches, Frequently Asked Questions, Troubleshooters, and links to Newsgroups where Microsoft Valued Professionals (MVP's) and other customers, who may have encountered the same problem that you are experiencing, may assist you. You may also access the same articles that Microsoft support professionals use when you call.
Obtain and Install Updated Sound and Video Drivers
To obtain and install the latest versions of the sound and video drivers for your sound card and video adapter, please visit the Windows Update Web site at the following address:
Test Under Different Situations
Is this problem consistently reproducible on your machine? Have you tried
to run the program on another computer? Sometimes, the computer store from
which you purchased the software may allow you to install the program on
one of their computers for testing. (To save time, call the store before
you take the software in for testing.) If you suspect you have a faulty CD-
ROM, ask for a replacement disc.
Quit All Programs that Are Running
If you are using Windows 95/98, you may hold down the Ctrl and Alt keys and
then press the Delete key (use Task Manager on Windows NT). This brings up
the Close Program window which lists all of the programs that are running.
For Windows 95 and Windows 98, the only necessary items are Explorer and
Systray. Please note, however, that the program that you are having trouble
with may have installed another item that needs to run and the program may
not run if you close this item.
Printing from a Different Program
If the problem involves printing, try printing from another program, such
as Windows WordPad or Macintosh SimpleText. If the item you wish to print
includes images, WordPad supports this feature.
Change Your Display Settings
Try changing your display driver to run in a different display size or number of colors. To change this on a Windows 95-based computer:
- Click Start, point to Settings, and then click Control Panel.
- Double-click Display, and then click the Settings tab.
- Move the Desktop Area or Screen Area slider all the way to the left (the 640 x 480 Pixels setting).
- In the Colors or Color Palette box, click 256 Colors, and then click OK.
- If you are prompted to restart the computer, do so.
To change the display settings on a Macintosh, use the
Monitors or
Monitors And Sound control panel.
Also, some video cards support the Super VGA display driver. Check with
your hardware manufacturer to determine if yours is one of them.
Note When You Receive the Error Message
Write down the exact text of any error messages you receive, and note when you receive these messages. Do you receive the error message when you start the program or when you click a particular button or menu? This information can help our support professionals find a speedy resolution to your issue, should you need to call.
Check Hardware Device
To do this, follow these steps:
- Shut down your computer.
- Unplug the device.
- Plug the device back in securely.
- Restart your computer.