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 obtain
