If viewing this file in Notepad, use the Word Wrap option of the Edit menu to size the text to your particular window setup.
The instructions below refer to the use of the <Ctrl><Esc> keystroke combination. In both Windows 3.x and Win95, <Alt> <Tab> may be used to cycle between active applications. Press and hold <Alt>, and simultaneously press <Tab> repeatedly to cycle between applications. Release the keys when the appropriate application icon appears on the screen.
CANNOT ACCESS PRODIGY MAIL
There are a number of possible causes for Prodigy Mail launch
problems.
- Does the screen display an error message with return code (RC) ? These are described in the RC errors topic, listed
below.
- Problems accessing Prodigy Mail sometimes occur after printing. The Prodigy Mail white base page appears, and it seems that Prodigy Mail needs to be exited to continue. This is not the case. Just use <Alt><Tab> to step through the active applications to the Prodigy (R) mail Write task. (You can also use <Ctrl><Esc> to display the Task List, then just select the appropriate Prodigy mail Write session). See the Printing Problems topic below for more information.
- A similar problem may occur if your computer crashed for
any reason during a previous session while Prodigy (R) mail was minimized. Refer to the next bullet for further information.
- The window positioning may have been corrupted following an
abnormal session interruption. The pmail.ini file in the pmail subdirectory of the main Prodigy directory contains a variable SizePosition, which may reference negative window coordinates in this event. If you have had had an abnormal termination (modem drop, system crash) in a prior Prodigy session, exit Prodigy. Use windows File Manager to access the pmail.ini file, and double click to open it in Notepad. If the SizePosition variable is set equal to a string of negative numbers, delete this entire line from the pmail.ini file, and save the file. Then attempt to restart Prodigy and
Prodigy (R) mail.
- Several software packages cause conflicts with Prodigy (R) mail, and cannot run at the same time. Consult the Software
Conflicts topic below for more information.
- When a Prodigy (R) mail Update occurs, you cannot have a virus detection software package running. (This is due to the fact that the size of an executable file may be changing, and will cause an alert, and stop the update.) Be sure to turn
the virus software off, or "rem" it from your autoexec.bat
(comment it out), then reboot your PC before accepting any download.
FREEZING / HANGING
This is often caused by clicking the mouse during the
shutdown process of Prodigy Mail, before it has completed.
Reboot your computer, and to wait for control to return
after exiting Prodigy Mail (the toolbar repaints and becomes
enabled when the shutdown is complete). Also, if you are
deleting mail items, and you click on exit prior to the
completion of the delete, the system will freeze and you will
lose access to your mouse. Press the <Alt> <F4> key combination to exit Windows, and then restart Windows from the DOS prompt (type win <Enter>).
If you are using a Packard Bell computer, see the instructions in that topic below.
Freezing on the Prodigy Mail white base page may occur due to
a conflict with certain software packages. Refer to the
Software Conflicts topic for further details.
GENERAL PROTECTION FAULTS
After any GPF, you MUST exit Windows completely (use the <Alt> <F4> key combination), and then reenter Windows from the DOS prompt (type: win <Enter>).
- GPFs usually, but not always, follow OE6 errors, which are caused by memory corruption. If you are experiencing an OE6 error, refer to the topic on memory issues for more information.
- Otherwise, if exiting / reentering Windows and restarting
Prodigy and Prodigy (R) mail does not solve the problem, exit then reenter Windows and start Prodigy once more and attempt to repeat the error again by following the same sequence of actions. If the error can be generated by repeating the same sequence of actions, write down the exact keystrokes and circumstances of the error. Also record the configuration of your computer (brand, CPU speed, amount of RAM and hard disk space, peripheral devices, other software in use) and post on the MEMBER HELP BB under the New Mail Advisory topic, or contact Prodigy.
One common cause of a GPF is closing the Prodigy (R) mail window too quickly (without waiting for cursor). When exiting mail, wait until the toolbar at the bottom of the white Prodigy (R) mail base page repaints and becomes active before taking any action.
SUGGESTIONS to avoid GPFs
- Do not take any keyboard or mouse actions before control returns to the user (the cursor reappears) during startup or exit.
- If low on memory, do not run any other application concurrently with Prodigy.
- If your video driver is not the latest version, obtain an updated video driver from the video card or PC manufacturer.
MEMORY ISSUES
These are guidelines regarding memory and Prodigy (R) mail. Any one of these items may solve the problem, or you may need to make several changes.
- Prodigy (R) mail needs at least 4 Megabytes of RAM, and
ideally 8 Megabytes, to run smoothly. If you have received
an RC 8 error, exit Prodigy and close other applications
(other than Windows Program Manager) that are running
concurrently with Prodigy. The Windows Task List will show all running applications by name (use the combination <Ctrl> <Esc> keystroke to access the Task List in Windows 3.x; the task list appears at the bottom of the screen in Win95). To switch to other applications, highlight the application name and click the Switch To button in the Task List (Windows 3.x); or click on the appropriate button (Win95). Close the application(s).
- If you are experiencing an Out of Memory condition, and you have at lease 600K bytes of available memory (see bullet below) and extended memory, increase the FILES setting in your Config.sys file to at least 50. Exit Prodigy and use Windows File Manager to locate this file in the root directory from which your computer boots (generally C:). This file can be opened in Notepad or Write for editing. The FILES= line should read FILES=50 or greater. Save the edited file, and then reboot.
- If the hard disk runs constantly while in Prodigy (R) mail, there is a problem with RAM and the swap files. This can be caused by not enough available space on your hard drive, a small swap file allocated, or a RAM drive with little available RAM.
- You should disable any programs that run at startup by removing icons from the Windows Startup group and/or by removing (or commenting out) any LOAD and RUN statements in the Autoexec.bat file.
-If you are using a PC with a 386 microprocessor and are
using virtual memory, allow a larger swap area for virtual memory. Exit Prodigy and start the 386 Enhanced icon in the Control Panel (accessed via the Main group in Program Manager). Select the Virtual Memory button to see the current configuration. From There, select Change to increase the allocation (use at least the recommended size provided, or increase up to the maximum size listed).
- Exit Windows and use the DOS MEM command to check the Largest Executable File Size. This figure should be at least 600K bytes. If it is smaller, use the DOS MEMMAKER program to optimize memory.
PACKARD BELL
Packard Bell users may encounter system locking or failure after a send operation. There are two fixes:
- High speed enable the modem in order to correct the settings in the Prodigy.ini file. Jump High Speed Enable on Prodigy, and follow the instructions. If there is no local access phone number for 14.4K baud, change back to a lower speed access phone number, leaving the speed setting unchanged.
- Obtain a file update provided by Packard Bell if your serial.386 file is dated earlier than Feb. 1994. Back up your original file first. The file can be obtained by contacting Packard Bell by phone at 1 800 733-4411, via e-mail at BELL22A, or by Jumping to Packard Bell Online on the Prodigy service.
PRINTING PROBLEMS
The most common printing problem is that the Prodigy (R) mail white base page appears after printing, and it seems that Prodigy (R) mail has closed. This occurs most frequently with several HP printers (those that display a thermometer bar dialog, to show the printing progress).
Some HP print dialog windows return control to either Program
Manager or the Prodigy main screen, and you may think Prodigy (R) mail has closed. It has actually just lost focus, and is behind the white base page on your screen.
Use the Windows Task List to switch back into the Prodigy (R) mail Mailbox window. The combination <Ctrl> <Esc> keystroke will access the Task List in Windows 3.x; the Task List appears at the bottom of the screen in Win95. Highlight Prodigy (R) mail Mailbox and select Switch To in Windows 3.x, or click the Prodigy (R) mail Mailbox button in Win95, to return to Prodigy (R) mail. The <Alt><Tab> keystroke combination can also be used to cycle between active applications.
If you can print from other areas of the Prodigy service, write down your printer manufacturer, model name/number and driver information, as well as the configuration of their computer (brand, CPU speed, amount of RAM and hard disk space, peripheral devices, other software in use) and post on the MEMBER HELP BB under the New Mail Advisory topic, or contact Prodigy at 1 800-PRODIGY (1 800 776-3449).
If you cannot print from any Prodigy screen:
- disable any third party print spool utilities, if applicable;
- verify that you have the latest printer driver version (obtain a new version yours is not the latest).
RC ERRORS
The following Return Codes may occur during a Prodigy (R) mail session. Errors that may occur during startup of Prodigy (R) mail are listed below. These return codes will appear in the message text on the white Prodigy (R) mail base page. You will not gain access to the mailbox with these error codes.
RC #2
There are two sources for this error code: Windows and Prodigy PNET.
- If it is a Windows error, you will see a popup dialog box
displaying the return code. This error indicates a file was not found. Download Prodigy (R) mail again, making sure no virus protection software is active during the download (the software may conflict during the software download, but it can be running concurrently with Prodigy at all other times). Edit the autoexec.bat file in the root of your boot drive (generally C:) to comment out the virus software, and/or remove the virus software icon from the Windows Startup group, then reboot the computer, and restart Prodigy and Prodigy (R) mail.
- If it is a Pnet error that occurs during the launch of Prodigy (R) mail, you will see the error message on the white Prodigy (R) mail base page. Exit and reenter Windows, restart Prodigy and Prodigy (R) mail, and repeat the functions that caused the initial error. If the error repeats, note the circumstances and post on the MEMBER HELP BB under the New Mail Advisory topic, or contact Prodigy at 1 800-PRODIGY (1 800 776-3449). Otherwise, assume that this was a random instance.
RC #3
This error indicates that the path was not found. Download
Prodigy (R) mail again, making sure no virus protection software is active during the download (the software may conflict during the software download, but it can be running concurrently with Prodigy at all other times). Disable any virus protection software as described above, then reboot the computer, and restart Prodigy and Prodigy (R) mail.
RC #5
This is a dynamic linking, sharing or network protection error. It usually occurs when virus protection software is running alongside Prodigy (R) mail during a software download (the software may conflict during the software download, but can be running concurrently with Prodigy at all other times).
- What typically happens is that the virus software notices a change in the size of the pmail.exe executable program, and suggests that you run a virus check. Oftentimes, this results in the discovery of a virus, totally unrelated to Prodigy and Prodigy (R) mail.
- Exit Prodigy and disable any virus protection software, as
described above. Reboot the computer, and restart Prodigy and Prodigy (R) mail.
RC #8
This error indicates insufficient memory to start the program. See the section on Memory Issues below.
RC #16
This error occurs on an attempt to load multiple instances of Prodigy (R) mail. It usually occurs after a GPF or modem drop, when Prodigy does not completely recover, you try to simply restart Prodigy. You must exit and reenter Windows, then restart Prodigy and Prodigy (R) mail.
RC #19
There are two sources for this error code: Windows and Prodigy Pnet.
- If it is a Windows error, you will see a popup dialog box containing the return code. This error indicates files are not decompressed. It usually occurs following a download during which virus protection software was active. Download Prodigy (R) mail again.
- If it is a Pnet error, you will see the information on the white Prodigy (R) mail base page. The error indicates that the executable was unsuccessful in attempting the disconnect. In this event, you must exit and reenter Windows, restart Prodigy and Prodigy (R) mail, and repeat the functions that caused the initial error. If the error repeats, note the circumstances and post on the MEMBER HELP BB under the New Mail Advisory topic, or contact Prodigy at 1 800-PRODIGY (1 800 776-3449). Otherwise, assume that this was a random instance.
RC #20
This error indicates an invalid or corrupt DLL file. It generally involves either
- ctl3dv2.dll in the Windows\System directory, or
- pnetbase.dll in the Pmail subdirectory of the main Prodigy
directory.
Rename the appropriate file using Windows File Manager, then restart Prodigy and Prodigy (R) mail, which will download a new copy.
If the error persists, it may indicate a corrupt Windows DLL file. If you have experienced a recent system crash or virus, which may have caused a Windows file to become corrupt. If so, you must re-install Windows.
RC #99 at LAUNCH
This error indicates either that the file pmail.exe cannot be found, or that the routine used to determine the path to pmail.exe cannot be called. You will usually be offered the option of reverting to the "old" Prodigy (R) mail. This occurs most often in OS/2.1.0. If operating with OS/2.1.0, we suggest that you upgrade to OS/2.1.1 or OS/2 Warp.
The errors below may occur upon attempting to send mail.
RC #4
This error is preceded by a text message to the user. It occurs when you attempt to send to an invalid ID. Check and fix the ID(s) and resend.
RC #10
A file is opened that you wish to send. Close the file
and attempt to send again.
RC #99 at SEND
The Internet Gateway is unavailable at this time. Try your send at a later time. You may save your note to a file and import it to the message window at a later time.
SOFTWARE CONFLICTS
General software guidelines:
- The Windows Task List will show all running applications
by name (use the combination <Ctrl> <Esc> keystroke to access
the Task List).
- Be sure to disable any virus protection software while
downloading Prodigy (R) mail software, and during software updates provided by Prodigy (The virus software may conflict during the download only, but may be run at all other times
concurrently with Prodigy).
If you are having trouble during a download of Prodigy software, exit Prodigy and edit the autoexec.bat file in the root of your boot drive (generally C:) to comment out the virus software (this file may be viewed and edited using Windows notepad), and/or remove the virus software icon from the Windows Startup group (this will not delete any software!). Then you must reboot the computer, and restart Prodigy and Prodigy (R) mail.
SPECIFIC SOFTWARE CONFLICTS
Icon Hear It and Icon Do It software
If you are running a software package called Icon Hear It or Icon Do It, you may be unable to access Prodigy (R) mail (the base page appears, but then the PC freezes until the machine is turned off and on). These software packages must be disabled while using Prodigy.
Tabworks software
If you experience any problems with Prodigy (R) mail and are running Tabworks, this software must either be disabled (use Program Manager as the Windows shell), or modified to change File Tracking Options (accessed through the Options menu) for both Track File Modification and Track File Creation to be unchecked.
Norton Desktop
If you experience any problems with Prodigy (R) mail and are running Norton Desktop with File Assist enabled, disable this option and try to access Prodigy (R) mail again.
