This troubleshooting guide can help you solve problems you may encounter while running THE ALCHEMIST for Macintosh. You may want to print this file so you can find more quickly the sections that apply to your situation.
If you cannot solve your problem using the suggestions below, see Where To Go For More Help at the end of this file.
Installation Problems
PROBLEM: I can't find THE ALCHEMIST after finishing installation.
POSSIBLE SOLUTION: You may have created or selected a folder for installation located on your hard drive in a location you can't immediately see.
During installation, you were asked to select or create a folder. The Installer's dialogue box for this process provided you with a way of moving around your hard disk drive(s) to locate the folder. The challenge now is to find that folder.
Regardless of where you located the folder during installation, the Installer created a folder within it called The Alchemist[f] and puts all the necessary files inside it.
With this in mind, try the following:
1) If you did not select or create a folder during installation, The Alchemist[f] folder is now in the root directory of your hard disk drive. Look there first.
2) If you did select or create a folder of your own and cannot find it, search for The Alchemist[f] instead.
- You can find The Alchemist[f] by selecting Find... in the File menu at the top of your Finder screen. When you are prompted for a filename, type in Alchemist[f]. (The [f] symbol can be entered if you press the Option key on the keyboard and hold it down while pressing the f key.) Now click on the Find button.
- A Macintosh running System 7.1.x will open up the first folder it finds labeled The Alchemist[f]. In this folder you will find THE ALCHEMIST application, which you can double-click on to launch.
- A Macintosh running System 7.5 will present The Alchemist[f] in a box, below which is listed the path you can take to locate it.
If you have had trouble finding The Alchemist[f], you may wish to drag this folder to your Desktop or to create an alias.
Audio Problems
PROBLEM: I hear audio drop-outs, or hiccups.
POSSIBLE SOLUTION: You may have virtual memory turned on. Use the Memory Control Panel to turn the virtual memory off.
POSSIBLE SOLUTION: If audio hiccups during playback of a Guide or Glossary movie or the Grounding Ritual, you may have used the QuickTime control bar in such a way that QuickTime is unable to play back audio continuously. Pause the movie by clicking on the button on the left of the QuickTime control bar; wait a few moments; click the button again to resume the movie. This should clear up the problem. If it does not, simply select the movie again.
PROBLEM: I hear a loud noise sometimes during an animation or movie.
POSSIBLE SOLUTION: The disc may be dirty. Remove the CD-ROM from the drive, and clean the side that is not labeled by wiping gently with a soft dry cloth in straight lines from the center hole.
Removing Files
NOTE: The removal process will NOT eliminate your Diary file(s). They will be kept intact in the directory called Alchemist[f].
PROBLEM: I tried installing THE ALCHEMIST once or twice (or more). Now I am out of space on my hard drive.
POSSIBLE SOLUTION: You may have installed THE ALCHEMIST in several different places. Especially if you install The Resident Version several times, you may quickly run out of free space on your hard drive.
You can remove any of these installations by running Custom Remove, a feature of the Installer.
1) With THE ALCHEMIST CD-ROM in the drive, run Install THE ALCHEMIST. After a few moments, the Easy Install interface will appear.
2) Now click and hold on the button labeled Easy Install to open up a menu showing other Installer options.
3) When the menu opens, drag down to Custom Remove.
4) Now click Select Folder.
5) A dialog box appears. Use the menu at the top to navigate your hard drive until the list box below contains the name of the folder you created or selected during installation. If you did not create or select your own folder, then make sure The Alchemist[f] appears in the list box.
6) Select the name of your folder (or, if you did not create or choose one, the name of the hard drive containing The Alchemist[f]) by clicking on it in the list box.
7) Below the list box is a button that will now be labeled Select "<your folder name>" (or Select "<your hard drive name"). Click on this button.
8) You will now see the Custom Remove interface again. Click on the Remove button.
By repeating the removal process, you can remove other folders you may have inadvertently created.
Notice that folders created by the Installer still exist after running Custom Remove. Ordinarily, these folders contain no files except for the Diary file(s). They are not removed both to preserve your Diary files and in case you have moved other files to these directories. If you want to remove all of these folders, you can remove them by dragging your folder (or The Alchemist[f] folder) to the trash.
Where To Go For More Help
If you experience a problem not covered by the notes given above, here is what you can do.
Isolate the problem first:
When you call our technical support, we will ask you questions about your system as well as your problem. Use the list below to save you time.
- Have you installed The Alchemist properly? If you are unsure, use the Installer's Custom Remove option to remove THE ALCHEMIST and try installing it again.
- Could there be any conflicts with extensions? Turn off all your extensions EXCEPT FOR THE APPLE CD-ROM EXTENSION and QUICKTIME. Then try running THE ALCHEMIST again. If you are using System 7.1.x, you can turn off extensions by dragging the extensions out of the Extension folder found in the System folder. If you are using System 7.5.x, use the Extensions Manager. After altering the extensions configuration of your computer, you will need to restart for your new configuration to take effect.
- Are other applications running? If so, quit them and try running THE ALCHEMIST again.
- Do you have enough memory installed? On LCIII or similar systems, you will need 4 MB of RAM. On Performa systems, you will need 5 MB of RAM. On Power Macintoshes, you will need 8 MB of RAM. You can find out how much memory is installed on your computer by selecting About This Macintosh . . . from the Apple menu in the Finder.
- Does your system meet other system requirements? For example, you will need a double-speed CD-ROM or faster to run THE ALCHEMIST. Check the system requirements listed in your manual.
Before You Call:
To speed up our resolution of your problem, have all of this information handy (having phone numbers for the manufacturers of each component will also be very helpful):
- Model of Macintosh computer.
- Amount of memory installed. You can find out how much memory is installed on your computer by selecting About This Macintosh . . . from the Apple menu in the Finder.
- Version of System software; System 7.1.x or System 7.5.x. You can find out what version is installed on your computer by selecting About This Macintosh . . . from the Apple menu in the Finder.
- CD-ROM drive information. This includes: Brand of CD-ROM drive; and Speed of CD-ROM drive (Double-speed, quad-speed, other).
- Brand of monitor.
- List of extensions enabled while running THE ALCHEMIST.
The voice phone number for Enteractive's Technical Support line is:
202-337-3657
The fax phone number for Enteractive's Technical Support line is:
