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ShareWare OnLine Volume 2 (CMS Software)(1993).iso
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1993-02-18
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MTEZ Troubleshooting Guide
Feb. 8, 1993
1. Check the date of the MTEZ.EXE software. Generally before
9/28/92 problems are unknown and would be advantageous to the
customer and to WordPerfect if the customer updated. We
strongly recommend having 9/28/92 or later.
This should not be the only troubleshooting step taken. Even
though the customer may have an older date, it will most
likely work if you help them with some of the following steps.
But you should mention that there is a later release date of
the program that would probably be helpful to them. Let them
decide what they want.
2. Check PORTUTIL for COM port/base address/IRQ conflicts. An
external modem needs to be connected to an open serial port,
usually COM1 or COM2. An internal modem needs to be
configured as a particular serial port, usually COM1 through
COM4. NOTE: An internal modem cannot be given the same port
number as an existing serial port. If your computer already
has COM1 and COM2, one of those ports must be disabled or the
internal modem must be configured for COM3 or COM4. If both
COM1 and COM2 physically exist on the computer, you may have
to custom-configure the internal modem. The hardware setup of
the modem and computer ports is the responsibility of the
customer, they need to refer to their hardware manual or call
their modem manufacturer if they have questions with the setup
of their modem.
3. Go into TERMINAL mode (ALT-T or ESC) and see if the modem
responds to the AT command with an OK.
4. Check the parameter settings (ALT-P) for correct Com port,
baud rate, parity, etc...These settings will be effective if
the number is dialed manually. If the dialing directory is
being used, the baud rate, data format, etc... entered there
will override the settings in ALT-P. Make sure the settings
are correct in the dialing directory.
5. Go into the General Setup of MTEZ (ALT-S) and make sure the
correct modem is selected for the Modem Type Option.
6. Check the USER SETUP option in general setup (ALT-S) for any
commands/strings (normally this should be blank). If there is
information in the user setup option, try taking it out.
7. Check the terminal emulation in General Setup (ALT-S). User
will need to know what emulation is required of the system
being connected to and match it accordingly in the setup.
8. Check the Dialing Directory options (ALT-D, O) and make sure
the Area Code, Local Dialing Prefix, Long Distance Prefix
settings are correct. They cannot contain text or odd
characters (periods especially) separating the numbers.
Dashes or spaces are ok. The Local Dialing Prefix should be
set to any necessary number(s) required to get a normal
dialing tone. Many PBX systems require the number 9. The
Local Dialing Prefix is NOT the 3 digit prefix in a regular
phone number (e.g. XXX-2593).
9. If the problem persists with the dialing directory but does
not occur when dialing from the Terminal Mode (e.g.
ATDT9,2292859), the file MTEZ.DIR can be renamed to
MTEZDIR.OLD. When entering MTEZ again, a new dialing
directory will be created.
You may also rename the MTEZ.CNF (Configuration) file to
MTEZCNF.OLD and then enter the MTEZ program again. This will
return the user to "New User" position where they have to
choose the com port and modem type.
10. Check for MODE commands set to COM1 or any TSR (terminate stay
resident) programs in AUTOEXEC.BAT and CONFIG.SYS files that
could conflict. Norton Anti-Virus is a common TSR that will
conflict with MTEZ (check Folio for work-around).
11. Check the FILES and BUFFERS statements in the Config.sys file
to be sure they are set to at least 35 each.
12. Check disk space. Is there room to create temporary files or
is the computer at or near its limits for disk space? If the
statement SET MTEZ=C:\MTEZ is not set in the AUTOEXEC.BAT
file, it would be good to add this variable so MTEZ knows
where it can find its .DIR, .CNF, .EM, & .EMK files.
13. Check the DOS version by typing VER from the DOS prompt. MTEZ
requires 3.0 or greater.
14. In some cases, customers have received 5 1/4 diskettes, then
copied them to a 3 1/2 diskette or vice versa and installed
the program. This causes problems. The customer should be
sent out the proper disk size from point of purchase for their
computer and avoid copying files.
15. If a problem is very odd, another troubleshooting step would
be to run CHKDSK from the DOS directory to see if there might
be any lost clusters or allocation units or cross-linked files
on the hard drive. If this is the case, mention to the
customer that they need to determine if the MTEZ or ExpressFAX
files are affected by these errors. If so, the problems need
to be corrected on the hard drive, and then re-install MTEZ.
Great care should be taken with this step. Doing a CHKDSK can
sometimes cause more problems than it fixes. Suggest they
find a qualified computer technician especially if there are
many lost allocation units or cross-linked files. REMEMBER:
You cannot CHKDSK a network drive!