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Windows 95 DOS troubleshooting Guide Mindscape Technical Support revised 4/24/96 ******************** CAUTION - DISCLAIMER ******************** NOTICE: Mindscape, Inc. will not be responsible for any damage or other consequences resulting from changes made to system configuration files. You make any changes at your own risk. Even is you are familiar with modifying your system and/or files, Mindscape still suggests you first print out a hard copy of the file & make backup copies of any files you intend to modify. ******************** CAUTION - DISCLAIMER ******************** We suggest taking notes as you go through these steps. Should you need to contact Technical Support, this information will be necessary. NOTE: < > means to press the associated key on the keyboard. Example: <Enter> means press the Enter Key. ARE YOU USING WINDOWS 95? The material contained below is for troubleshooting Windows 95 machines running Mindscape DOS programs. If you are not using Windows 95, please refer to the file DOS5-6.TXT. RUNNING MINDSCAPE DOS PROGRAMS UNDER WINDOWS 95 Windows 95 makes it possible to run DOS programs in several different ways. With a few exceptions, Mindscape's DOS programs have been tested and verified to run correctly in the MS-DOS Mode environment. MS-DOS Mode can be reached through Shut Down in the Start Menu. CD-ROM PROGRAMS KNOWN TO BE INCOMPATIBLE WITH WINDOWS 95 Secret Weapons of the Luftwafe Toolworks CD Game Pack 1 Toolworks CD Game Pack 2 Ultima 1-6 Ultima 6 and Wing Commander Wing Commander and Secret Missions 1 and 2 For the titles listed above, use a boot disk with DOS 5 or 6. Include on the boot disk the following DOS files from the DOS 5 or 6 /DOS subdirectory: APPEND.EXE JOIN.EXE SUBST.EXE NOTE: The 3 DOS files listed above must be the same version as the DOS you are using. You can not use the Windows 95 version of SUBST.EXE with your DOS 5 boot disk. PROGRAMS KNOWN TO WORK WITH WINDOWS 95 AFTER ADDING MISSING DOS FILES CD Challenge Pack 1 Mario Is Missing and D/Generation CD Duo Mario Is Missing and World Atlas CD Duo Toolworks CD Game Pack 3 During the installation of these program, it will ask you to insert your DOS disks with the missing DOS Utilities. To bypass this message, create temporarily the missing DOS files APPEND.EXE and JOIN.EXE in the Windows\ Command subdirectory. 1. Change to the Windows\Command subdirectory where Windows 95 keeps all of its DOS files. Type the following: CD \WINDOWS\COMMAND <Enter> NOTE: (If Windows 95 is installed to a directory other than Windows, make the appropriate change to the line above.) 2. Make the temporary APPEND.EXE file. Type the following: EDIT APPEND.EXE <Enter> When the blank screen appears, type the word "Hello". Use your mouse to click SAVE from the File pulldown menu. Use your mouse to click EXIT from the File pulldown menu. NOTE: (If your mouse is not working, then press <ALT> <F> to access the File pulldown menu, then Click <S> to Save and <X> to exit.) 3. Make the temporary JOIN.EXE file. Type the following: EDIT JOIN.EXE <Enter> When the blank screen appears, type the word "Hello". As outlined in Step #2 above, Save and Exit. Once the temporary files are in place, install the Mindscape / Software Toolworks program. Choose the maximum installation option for each program. When the program has been fully installed to the hard drive, remove the temporary files created. To remove the files, do the following: 1. Remove APPEND.EXE from the \Windows\Command subdirectory. Type the following: DEL \WINDOWS\COMMAND\APPEND.EXE <Enter> NOTE: (If Windows 95 is installed to a directory other than Windows, make the appropriate change to the line above.) 2. Remove JOIN.EXE from the \Windows\Command subdirectory. Type the following: DEL \WINDOWS\COMMAND\JOIN.EXE <Enter> CHECKING THE BASICS With any Windows problem, there are a few basics that should be checked in the course of troubleshooting. 1. GETTING INTO DOS Mindscape does not support its DOS programs running in Windows 95 (native), or any DOS shell. Quit out of these applications so you have a DOS prompt on the screen. The DOS prompt looks like this: C:\> To get into MS-DOS Mode from Windows 95, do the following: 1. From the Start Menu, select SHUT DOWN. 2. In Shut Down, select the option, RESTART THE COMPUTER IN MS-DOS MODE? 2. CHECKING THE HARD DRIVE FOR PROBLEMS Perform a SCANDISK on the C: drive (and the hard drive this program is installed to if it is not drive C:). To run SCANDISK, type the following from the C:\> DOS prompt: SCANDISK <Enter> Fix any problems detected. [Check your Windows 95 manual for more information on these DOS commands.] 3. CHECKING THE CONFIG.SYS Check your CONFIG.SYS for the FILES= and BUFFERS= lines. From the C:\> prompt, type the following: TYPE CONFIG.SYS /P <Enter> The IO.SYS file pre-loads FILES=60 and BUFFERS=30,0. Your CONFIG.SYS may not have these lines as they are not needed. If your CONFIG.SYS does have these lines, make sure they are not set below Microsoft's default values of FILES=60 and BUFFERS=30,0. If they are set below Microsoft's defaults, you will need to Edit the CONFIG.SYS to change there values. To edit the CONFIG.SYS, type the following: EDIT CONFIG.SYS <Enter> Use the arrow keys on your keyboard to maneuver through the lines. (For complete instructions on using the MS-DOS Editor, please refer to your Windows 95 Manual.) Once the changes have been made, Save and Exit by pressing <Alt> <F>, then <S> to save. <Alt> <F> again, then <X> to exit. If changes were made to the CONFIG.SYS, you will need to restart your computer for the changes to take place. Type: EXIT <Enter> to return to Windows 95. Once in Windows 95, 4. VERIFYING MOUSE DRIVER IS LOADED: Most Mindscape DOS programs require a DOS mouse driver loaded into memory prior to running the program. Windows has built in mouse drivers that do not function outside of the Windows environment. Loading a DOS mouse driver may be as simple as typing MOUSE <Enter> before starting the program. Since the command differs from mouse to mouse, you may need to consult your mouse user's guide for the location and name of your particular driver software. To verify you have a DOS mouse driver loaded, do the following: 1. At the DOS prompt type CD \WINDOWS\COMMAND <Enter> 2. From the C:\WINDOWS\COMMAND> directory, type EDIT <Enter> 3. At the DOS Editor screen, press <ESC> to get to a blank screen. 4. Move your mouse. If your driver is loaded, the mouse cursor should move on the screen. Click on the File pulldown menu with your mouse and select EXIT. If your mouse is not moving on the screen, activate the File pulldown menu by the <ALT> <F> keys, and press <X> to Exit. To load your DOS mouse driver everytime you turn on your machine, add the mouse executable line in your AUTOEXEC.BAT. For more information on this, consult your mouse documentation or contact the retailer where you purchased the mouse. 5. VERIFYING MICROSOFT MOUSE DRIVER: Mindscape programs that use a mouse are compatible with Microsoft Mouse Drivers 8.2 or higher or drivers that are 100% Microsoft compatible. No matter who makes the mouse hardware you are using, it is strongly recommended to use a Microsoft mouse driver. Problems generated by using a "Microsoft compatible" driver range from erratic mouse behaviour and distorted graphics within the program to the progam locking up when you run it. To verify who makes the mouse driver you are using, do the following: 1. Go into the directory where the driver is located. Most machines have the mouse driver in the MOUSE directory. CD (directory name) <Enter> 2. Load the mouse driver into memory. Most mouse drivers are called MOUSE.EXE, MOUSE.COM, or MOUSE.DRV. (driver name) <Enter> 3. As the driver loads into memory, it will display who makes the driver and its version number. Verify the following: A. Look for Copyright Microsoft Corporation. Anything that says "Microsoft Compatible" or "Microsoft Mode" is not a true Microsoft mouse driver. B. Verify you are using version 8.2 or higher. 6. CHECKING SOUND CARD CONFIGURATION: Mindscape programs are compatible with Creative Labs sound cards and 100% Sound Blaster compatible cards. These cards are supported under Creative Labs industry standard settings of I/O Port 220, IRQ 5 or 7, and Low DMA 1. Some of our newer DOS programs offer native support for Gravis and Ensoniq. Problems generated by incompatible sound cards range from no sound or scratchy sound within the program to a lockup while runing the program. To assure compatibility, make sure the SET BLASTER= line is in your AUTOEXEC.BAT. To verify, type: SET <Enter> A sample Set Blaster= line would read: SET BLASTER=A220 I5 D1 T3 A= I/O Port I= IRQ D= DMA T= Type of Card Try configuring this program for NO SOUND. If the program runs normally (but without sound, of course), then you may need to reconfigure your sound. If you are experiencing problems with your sound card, try running the diagnostic software that comes with your card. Eighty percent of all sound card problems are due to mistaken configurations. Listed below is a listing of sound cards and the DOS drivers needed to provide the necessary Sound Blaster Emulation. If you have one of the cards listed below. Make sure you have the necessary driver loaded. If not, then consult your sound card documentation or call the manufacturer for assistance. SOUND CARD DRIVERS DIAMOND sound cards ENSONIQ SOUNDSCAPE AUTOEXEC.BAT AUTOEXEC.BAT C:\DIAMOND\SNDINIT /B SET BLASTER=A220 Ixx Dx SET BLASTER= <see above> C:\SNDSCAPE\SSINIT /I C:\SNDSCAPE\VSB_EMM.COM FORTE 16- Common on Packard Bells GRAVIS ULTRASOUND AUTOEXEC.BAT AUTOEXEC.BAT C:\FORTE16\UTILITY\EMUTSR C:\ULTRASND\ULTRNINIT SET BLASTER= <see above> SBOS.BAT SET BLASTER= <see above> MAD 16 MAGIC S20 AUTOEXEC.BAT AUTOEXEC.BAT C:\MAD16\M16INIT /B C:\MAGICS20\SNDINIT /B SET BLASTER= <see above> SET BLASTER= <see above> MONTE CARLO By Turtle Beach CONFIG.SYS DEVICE=C:\MCARLO\MCMODE -S AUTOEXEC.BAT SET BLASTER= <see above> PRO AUDIO SPECTRUM 16 CONFIG.SYS DEVICE=SPECTRUM\MVSOUND.SYS D:* Q:* S:** *D: DMA Channel *Q: IRQ Settings **S: Sound Blaster Emulation ON / OFF And Settings AUTOEXEC.BAT SET BLASTER= <see above> SC400 SOUND 16A - Common on Packard Bells AUTOEXEC.BAT AUTOEXEC.BAT C:\SC400\UTILITY\SNDINIT /B C:\SOUND16A\UTILITY\SETMODE /SB SET BLASTER= <see above> or C:\AUDIO\SNDINIT.EXE /B SET BLASTER= <see above> SOUND144 - Common on Packard Bells AUTOEXEC.BAT C:\SOUND144\UTILITY\SETMODE /SBP or C:\SOUND144\UTILITY\AZCAL.EXE SET BLASTER= <see above> 7. CHECKING MEMORY REQUIREMENTS: Verify that you meet the memory requirements for this program. At the DOS prompt, type: MEM <Enter> The examples below will show you how to read the Windows 95, DOS 7 MEM printout. Check the memory in your machine with the requirements listed on the retail box spine or quickstart card for this program. Memory Type Total Used Free ---------------- -------- -------- -------- Conventional 640K 24K 616K Upper 132K 132K 0K Reserved 384K 384K 0K Extended (XMS) 15,228K 2,468K 12,760K ---------------- -------- -------- -------- Total memory 16,384K 3,008K 13,376K Total under 1 MB 772K 156K 616K Total Expanded (EMS) 15M (15,613,952 bytes) Free Expanded (EMS) 15M (15,613,952 bytes) Largest executable program size 616K (630,976 bytes) Largest free upper memroy block 0K (0 bytes) MS-DOS is resident in the high memory area. WHERE DO I FIND: FREE CONVENTIONAL MEMORY? 3rd line from the bottom, Largest Executable Program Size (in the above example, there is 616K of free Conventional memory) FREE XMS MEMORY? Extended (XMS) under the Free column (in the above example, there is 12,760K or 12 Megs of free XMS) FREE EMS MEMORY? Free Expanded (EMS) (in the above example, there is 15M (Megs) of free EMS) TOTAL RAM IN MACHINE? Total Memory under the Total column (in the above example, there is 16,384K or 16 Megs of RAM) WHAT IF I DO NOT MEET THE MEMORY REQUIREMENTS FOR THE PROGRAM? There are two main ways to free up additional memory. 1. Memory Manager. Microsoft's Memmaker which comes with the Windows 95 installation CD or Professional Memory Managers like Quarterdeck's QEMM & Qualitas's 386MAX. For information on using Memmaker, consult your Windows 95 manual. If you enjoy running DOS software, you may want to consider a professional memory manager. These programs free up the most memory in your machine which will help to prevent future memory problems. 2. Boot Disk. A modified Config.sys and Autoexec.bat on a floppy disk that loads a minimum set of drivers for the Memory Manager, CD-Player, Sound Card, and Mouse. For more information on creating a boot disk, please see the document BOOTDISK.TXT. 8. CHECKING VESA CONFLICTS: What is VESA? VESA (Video Electronics Standards Association) is a set of standards that hardware and software companies follow when addressing Super VGA graphics in the DOS environment. These standards allow software companies to create "WINDOWS quality graphics" in a DOS program. NOTE: This should not be confused with VESA Local Bus Slots. It is not necessary to own a VESA VLB video card to be VESA compatible. VESA compatibility can be provided by either a VESA software driver or a video BIOS of your video card. Hardware manufacturers provide BIOS updates on a regular basis. Mindscape recommends checking with the video card manufacturer to verify you have the most recent BIOS available for your card. Several Mindscape programs use VESA. Check the System Requirements on the retail box or the quickstart card to verify if your program requires a VESA compatible video card. SIGNS YOU MAY HAVE A VESA PROBLEM: 1. Program responds "can't find VESA driver" or "VESA driver not loaded." 2. Once in the program, the screen is compressed at the top of the screen. 3. Black screen or broken screen appears when you try to run the program. TROUBLESHOOTING A VESA PROBLEM: 1. In most cases the video card's VESA driver may not be fully compatible with the program. Scitech, a 3rd party software vendor, makes a 100% compatible VESA driver called UNIVBE (Universal VESA BIOS Extension). This driver is updated regularly and is compatible with over 160 differnet Supper VGA grpahics chips. This driver may be available on your Mindscape title in a directory called HELP4U. A shareware version of this driver can be downloaded from AOL (Keyword: SCITECH), Scitech's webpage (http://www.scitech.com) or from Mindscape's BBS (415-897-2867). Try loading this driver prior to running your Mindscape program. 2. Call your video card manufacturer and check to see if there is a newer version of the video BIOS and / or VESA driver. 9. DELETE AND REINSTALL: After everything has been checked, verified, and changed if necessary, its time to delete and reinstall the program. If the program installed incorrectly or became unstable after it was installed, reinstalling on top of the program will keep that instability. It's important to delete the program from the hard drive before reinstalling. From the root directory (C:\>) of the hard drive this program is installed to, run the DELTREE command to remove the entire program from the hard drive. The command is: DELTREE (directory name) <Enter> (directory name) is the name of the directory this program is installed to: If unsure of the directory name, check your Mindscape manual, Online help or QuickStart card. 10. CONTACTING TECHNICAL SUPPORT If these suggestions / steps did not resolve the problem you are experiencing, please contact Technical Support and be able to provide the following information: 1. Answers / verification to everything tried above. Include all values asked to check. 2. Copies of your Config.sys, Autoexec.bat, and Mem /c/p in printed form or a text only file. 3. Name of program 4. Version of program 5. Media Type: (CD-ROM or Diskette) 6. Platform of program: (DOS) 7. Exact problem and steps necessary to reproduce. Include any error messages and be as precise as possible in describing the problem and where it happens. 8. Computer make and model (e.g. IBM Aptiva, Packard Bell Legend, etc...) 9. CPU chip and speed (e.g. 486 DX4 100, P90, etc...) 10. RAM [memory] (e.g. 8 MB, 16 MB, etc...) 11. Video Card Manufacturer and model number (e.g. Diamond Stealth 64 PCI, Cirrus Logic 542X, etc...) 12. Sound Card Manufacturer and model number (e.g. Creative Labs Sound Blaster 16 PnP, Ensoniq UltraSound, etc...) 13. Mouse driver and version (e.g. Microsoft Mouse Driver 8.2, Logitech version 5.0, etc...) 14. CD ROM Drive Manufacturer and model number. (e.g. Texel DM 5924 external , NEC 6X, etc...) For joystick problems: Joystick Manufacturer and model number (e.g. ThrustMaster F-16 FLCS, Gravis Thunderbird, etc...) 15. For print problems: Printer Manufacturer and model number. (e.g. HP Laserjet 4 Plus, NEC Silentwriter model 95, etc...) 16. For modem problems: Modem Manufacturer and model number. (e.g. US Robotics Sportster 14,400, Hayes Accura 14,400, etc...) If you have any further questions, please contact Mindscape directly at the office nearest you: - - - - - Mindscape USA - - - - - 800 Automated Support: 800-409-1497 24hrs Phone: 415-898-5157 8:30 am - 5:00 pm Pacific Time Fax: 415-897-5186 24hrs BBS: 415-897-2867 24hrs Mail: 88 Rowland Way, Novato, CA 94945: attn: Tech Support Online Services Internet: Webpage: http://www.mindscape.com TS-Email: Support@mindscape.com America OnLine: keyword=MINDSCAPE CompuServe: "GO MINDSCAPE" - - - - - Mindscape UK - - - - - Phone: 44-1-444-239-600 Facsimile: 44-1-444-248-996 Mail: Mindscape International, UK Priority House, Charles Ave. Maltings Park, Burgess Hill West Sussex RH15 9TQ ENGLAND UK Website: http://www.mindscapeuk.com Online Services Currently, Mindscape UK does not have any Online services. Please correspond with their Technical Support via Mail, Facsimile or Telephone. - - - - - Mindscape Australia - - - - - Phone: 61-2-899-2277 Facsimile: 61-2-899-2348 Mail: Mindscape International, Australia 5-6 Gladstone Road Castle Hill New South Wales 2154 AUSTRALIA Online Services Currently, Mindscape Australia does not have any Online services. Please correspond with their Technical Support via Mail, Facsimile or Telephone. - - - - - Mindscape Germany- - - - - TECHNISCHE UNTERSTUTZUNG Falls bei dieser Software technische Probleme, wie z. B. Funktionsstorungen auftreten, setzen Sie sich bitte mit unserem Kundendienst in Verbindung: Adresse: Technische Unterstutzung, Mindscape Gmbh, Zeppelin Strasse 321, 45470 Muelheim a.d. Ruhr, Deutschland. Telefon: 0208 9924114 Fax: 0208 9924129 UK Website: http://www.mindscapeuk.com Geschaftsstunden: Mo, Mi, Fr, von 15.00 bis 18.00 Uhr. Der Kundendienst ist nur fur technische Probleme eingerichtet. 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