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===================================== Ziff-Davis CD-ROM Frequently Asked Questions 3.0 ===================================== SOFTWARE SUPPORT ================ As we receive no additional revenue for the CD-ROMs we include in our subscription offers, we can only provide support for them on a very limited basis. With that in mind, we take every precaution to ensure that the software is bug-free. The measures that we take include: - Four separate virus scans - Installation and execution on a variety of systems - Extensive internal and vendor review There are several recommended steps that users can take before installing new software. These precautions are standard, and regardless of if you are installing software or not, they can help you in the event that you experience a problem down the road. 1. Create a start-up disk. For information on how to create a start-up or emergency disk, consult the user manuals specific to your computer or your operating system. 2. Make sure you have backup copies of your video, sound, modem, and CD-ROM drivers. In many cases, these are provided with the specific hardware at the time of purchase. If you are not sure, consult the manual. Drivers are readily available at most hardware manufacturer's web sites as well. 3. Perform regular backups. This can mean creating backup copies of your personal files or of your entire hard drive. 4. Run regular virus checks. Computer viruses that are present on your system during software installation can interfere with the process and cause fatal errors. Trial versions of popular anti-virus software are available at manufacturer's web sites and at Ziff-Davis's own software library located at http://www.hotfiles.com. FORMAT ====== All of our free software is shipped on CD-ROMs. For obvious reasons, diskette versions of CD-ROM premiums are not available. Also, we don't usually create Windows 3.x versions of Windows 95 software, DOS versions of Windows-based software, or Mac versions of DOS/Windows software. SOME COMMON QUESTIONS AND ANSWERS ================================= Q. Will any of the software on the CD-ROM interfere with my current system settings? A. We do recommend creating backup copies of key system files before installing any software. These files include Autoexec.bat, Config.sys, Win.ini, System.ini, and the Windows 95/NT registry, before installing any new software. Before installing any Internet software, you might want to determine the location of your current mailbox files and create backups. While this is not entirely necessary, it is a prudent safety precaution. Q. When I try to start the CD-ROM or a program on it, Windows tells me "File Not Found". A. For CD-ROM-based Windows software, the most common problem users have is not having an up-to-date version of their CD-ROM drivers. The result is often a "file not found" or "path not found" error. You can get an updated version on the driver software from the drive manufacturer. Most drive manufacturers maintain web sites or areas on the major online services where updated versions of their driver software and instructions on how to install it are available. Another "file not found" error that users frequently encounter, particularly under windows 3.1, involves visual basic runtime module (vbrun.x00) files. Common files, including the visual basic runtime modules and Win32s, which are necessary to run many of our CD-ROM programs, can be found at http://www.zdnet.com/zdsubs/support/index.html. The ZDNET software library at http://www.hotfiles.com/collection is another location where you may be able to find needed files. Q. I received this program on your CD-ROM but I don't know how to...? A. We recommend you contact the vendor of the particular program for support. Links to many of the vendors whose products appear on the CD-ROM premiums can be found at http://www.zdnet.com/zdsubs/support/index.html. Ziff-Davis does not provide support for the software on the CD-ROM produced by outside vendors. LAST RESORT =========== If all else fails, there are a number of ways to request support. For the fastest and most accurate support, email: zdsubs@zd.com. You may also telephone and leave a message at 212-503-5385. Written correspondence can be sent via "snail mail" to the address at the end of this FAQ. Regardless of the method you use to contact us, please leave your name, phone number, your mailing address, and if available, your e-mail address, and a brief description of the problem. If an included piece of software comes from an identifiable third party vendor, we recommend you contact them directly for support. Thank you. Premium Support Ziff-Davis Circulation 28 East 28th Street New York, NY 10016-5802