Chip 1998 January

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NSDEMO COPY OF TROUBLE.TXT --------------------------------------------------------------- The troubleshooting information provided below is the standard issue for the standard NSClean32 4.10 product. In addition to the possibilities raised below is this one unique to the demo: DOESN'T CLEAN UP FILES: This demo version of NSClean32 4.10 is intended only to show off the capabilities of our NSClean32 product as well as to allow you to look over the contents of your system as it is now. The demo will remove any documents from your Start button's "Recent documents" list to show that we can remove sensitive data but that's all we provide for in this demo. CAN'T GET THE USER ID ICON TO WORK: The demo version does not include the NSTSR program which is referred to elsewhere in the documents for the full version of NSClean. We did not include this item with the demo as its failure to change color would result in confusion since the "real ID"/"alias ID" feature does not work in this demo version either. IMPORTANT UNINSTALL INFO: This demo includes our NSTSR program which provides the colored icon (either red or green) down on the lower right of your Win95 or NT screen. Before you go to uninstall the demo by using your Control Panel's "Add/Remove software" button, you will want to make sure to double click on the icon on your system tray to make it go away first. No harm will come to your system if you fail to do this. The result of failure to shut down the colored vacuum cleaner on the bottom of your screen is that the next time you boot up, Windows will need to complete removing it during the next system bootup and this may come as a surprise to you. That's all. Please visit our web site at http://www.nsclean.com for more information about our dealers, prices and our other products. --------------------------------------------------------------- Troubleshooting information --------------------------------------------------------------- NSClean32 4.10 was designed for use with 32 bit Netscape browser software from version 1.1 through Communicator. It is a complex program with many capabilities. All efforts have been made to test this software under hundreds of different system configurations and as best as we can tell this software is as bug free as it gets. We can assure you that less than one percent of our customers runs into difficulties requiring any contact with support at all and in almost every case it was the result of a strange setup, previously corrupted files prior to the installation of NSClean or failure to properly configure the product. The information presented below will guide you to solving the problems that are common. --------------------------------------------------------------- Common problems --------------------------------------------------------------- CAN'T FIND FAT FILE: This is the most common problem we hear about. It is always minor though it can be caused by a number of misconfigurations. The most frequently reported case is the result of normally using a separate news reader program such as FreeAgent or WinVN and never actually using the Netscape built-in newsreader. To clear this problem, you need to use the Netscape news reader even if it is only once. All you need to do is start up your Netscape program and when it is up, simply type in: news:alt.alt (then hit enter) in the window where you normally type in news addresses. If you've never used the news reader in Netscape you may need to provide some details to get it to light up. You do not need to be online to do this. Once the newsreader comes up, you can shut it down and quit Netscape. The FAT file problem should be cleared when you run NSClean again. Just using news is the fastest way to clear this usually. If problems persist after running news, read about diagnostics mode below: WON'T TAKE NAME OR ALIAS: This problem will be the result of not having provided your name and email address to Netscape in the first place. You'll notice the first time you setup NSClean that your "real name" did not automatically appear in the SETTINGS data for "Real ID." To solve this problem, you will need to run Netscape, then go into options and under the mail and news settings, you will need to enter your real name, email address, mail and news server information and the rest of the "identity" stuff in Netscape. Once this is filled in, you will find NSClean will work properly. If this inforamtion is not filled in within Netscape, then no data is available to NSClean to work with which is the cause of the problem. WON'T RUN AT ALL: This symptom could be anything. If you cannot get NSClean to come up the very first time you install it, chances are you have a bad disk or a corrupted file in the distribution. Contact the distributor where you purchased the product and cc: an email to us at support@nsclean.com and we will make sure you get a replacement as quickly as possible. We can make arrangements to email you a replacement copy as a self-installing file. Just let us know it's OK to send you a replacement via email and we will get it to you as soon as we get your email. CAN'T FIND NEWSGROUPS: This problem also turned up during beta testing but not since. If you are unable to find the newgroup databases from your Netscape Communicator newsgroup forays, it will be the result of Communcicator's failure to provide information to NSClean as to where they are. Try hitting the YES button in the Settings tab and then hit SAVE. Then bail out of NSClean and try running it again. If this doesn't cure the problem, consult below for using diagnostics and then send an email to support@nsclean.com as shown below with the diagnostics data. We may need to have you go search for the proper location for your newsgroups and then have you edit the NSCLEAN.INI file to put in the needed data manually. This problem will be caused by an improper Communicator setup however and not a fault in NSClean. MY BOOKMARKS DISAPPEARED: You didn't read the documentation which warns repeatedly that there is an option under "Preferences" marked "back up bookmarks." Clicking this box will cause NSClean to write a backup of your bookmarks only once when it is checked AND you select "Remove bookmarks" on the main screen. Otherwise it will sit in waiting to back up your bookmarks WHEN you slip and accidentally delete them. It's cheap insurance! Each time you check it and tell NSClean to go ahead and delete your bookmarks, it will be replaced with the last set of bookmarks prior to deleting them. Your bookmraks will remain untouched unless you tell NSClean on the main screen to remove the bookmarks. If you wish to keep them you should not have the "Remove bookmarks" item checked. EXPIRED KEY PROBLEM: If you receive a message that your key is not valid and you need to reregister, contact Webtronix for a new key. This is unique to Webtronix distributions and they are the people who can get you a replacement key the fastest. Consult the "warrantee information" file at the bottom of the file for details or visit our site at http://www.nsclean.com. ILLEGAL OPERATION: This one has been seen twice during beta testing but not since. When running NSClean, an error message claiming that NSClean has performed an illegal operation and will be shut down may occur. This is the result of a misconfiguration or a damaged file. To ensure it isn't a misconfiguration, you should run NSClean and as soon as it comes up, click on the "Preferences" tab. Go right to the "Are you using Communicator?" section and click on the YES or NO button depending on the correct answer. Immediately after hitting YES or NO, hit the SAVE button and then click on the exit button [X] on top of the program on the right side and exit NSClean. Then run NSClean again and the problem should be solved. If not, run diagnostics as described below. If your difficulty did not appear in the list, please read on. --------------------------------------------------------------- Built-in diagnostics --------------------------------------------------------------- NSClean32 4.10 contains a special "diagnostic" mode that can provide special information to the author to speed the solution of any potential problem you may encounter. If NSClean is unable to perform certain functions, it will be the result of a new version of Netscape or defective settings. Problems are very rare and occur to far less than one percent of our customers aside from problems with each new Communicator beta version. In order to give you the quickest possible service, please do the following things before sending email to the author about your difficulties: 1. Run NSClean. 2. Click on the "Preferences" tab. 3. Look for the section marked "Special modes" 4. Check the box which says "Diagnostics mode engage." 5. If it was already checked, uncheck it, hit the SAVE button, then check it again so that it is checked. 6. Hit the SAVE button. 7. Exit the NSClean program. 8. Run NSClean again and run everything that misbehaves even if it fails to work. The failures will tell us WHY. Be sure to turn on or use anything that wasn't working properly for you. Each operation will record what it was trying to do for us to examine. The information gathered will be written to the NSCLEAN.INI file which is located in your \WINDOWS directory. We chose to write NSClean's data into an old-fashioned Win 3.x type INI file so you could find it and examine it instead of placing it into the "mysterious registry database." To provide this information to the author with your email message, you will now need to follow these steps: 1. Run NOTEPAD. (found in the "accessories" folder) 2. Select "File", "Open" 3. Select NSCLEAN.INI 4. Place mouse over the first word in the file at the top. 5. HOLD DOWN left button and drag mouse to the bottom right of the NSCLEAN.INI file. 6. All text should be highlighted from beginning to end. 7. Release left button when you're at the bottom right. 8. Select "Edit" 9. Select "Copy" 10. Close NOTEPAD. 11. Run your email program. 12. Locate cursor in the body of the message. 13. Select "Edit" 14. Select "Paste" 15. Contents of NSCLEAN.INI file should now appear in email. 16. Write a brief description of your problem. The data from NSCLEAN.INI you have pasted in will tell the author where the problem has occurred so a solution can be offered quickly. 17. VERY IMPORTANT: If you're using an alias, be sure to include your REAL NAME and REAL EMAIL address in the text of your message. Alias ID's cannot be responded to as they will fail to be delivered. Check to make sure the vacuum cleaner icon on your win95 tray is *RED* ... If your problem is an unusual one (strange things do happen), the author may provide additional instructions to you to go into the registry database system of your machine to gather additional information to determine the cause of the conflict. Hopefully, the data you have provided above will be sufficient for a quick and satisfactory solution. You will receive simple and detailed instructions and no technical knowledge is needed if we need to track down an unusual problem. If you need assistance, you can email the author at: kevinmca@nsclean.com or support@nsclean.com or you can visit our home page at: http://www.nsclean.com --------------------------------------------------------------- Uninstall instructions: --------------------------------------------------------------- IMPORTANT!!! You MUST shut down the vacuum cleaner icon on the Win95/NT system tray at the bottom of your screen before you remove NSClean. If you forget to do this, no damage will occur but you will find it very difficult to shut down the machine once uninstall has occurred because the icon's program no longer exists. BE SURE to shut down the icon first! To do so, all you need to do is doubleclick the icon. It will vanish in 5 seconds after which you can uninstall NSClean32 readily as follows: Since the NSClean32 software is a full 32 bit application, we have used the commercial InstallShield installer for your convenience. Since this installer hooks directly into the Windows 4.0 (95 or NT) system, you must use the Control Panel to uninstall this program. All files and all traces of this software will be removed by the Windows32 system. To uninstall NSClean32, follow these steps: 1. Click on the Start button. 2. Select "Settings." 3. Select "Control panel." 4. Select "Add/Remove programs." 5. Move down to find "NSClean32" among the list of programs which can be uninstalled. 6. Highlight "NSClean32." 7. Click on "Add/Remove." 8. Uninstall will run automatically and remove the NSClean32 software for you. The Windows95 and NT uninstaller are not aware of files created by the software after it has been installed. As a result, you will probably receive a warning that not all of the files were uninstalled. In order to make removal of the Windows95 help file indexes and a couple of small text files as easy as possible, they are all in the location where you installed NSClean32 originally. If you didn't tell NSClean to install elsewhere, all of these files are located in C:\Program Files\NSClean\NSClean32 directory. Just delete all you find there and then remove the directory. We apologize for this limitation in Windows95 and NT. If you failed to shut down the vacuum cleaner icon on the system tray before uninstalling, you will also need to shut it down and then delete the NSTSR.EXE program from the "StartUp" group. This is normally removed by the uninstall software if you shut it down first.