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    ProShare(TM) Software: Troubleshooting Notes from Tech Support

    Contents:

    • TROUBLESHOOTING NOTES FROM TECHNICAL SUPPORT FOR PROSHARE SOFTWARE
    • ERROR: NETBIOS NETWORK NAME IN USE
    • I CAN'T DO ANY APPLICATION SHARING WITH MY JUMP START VERSION OF PROSHARE SOFTWARE
    • WHAT WILL THE JUMP START VERSION DO AND NOT DO IN 1.6?
    • GPF IN PSADLL.DLL DURING APPLICATION SHARING
    • DOES PROSHARE SOFTWARE SUPPORT WINDOWS NT?
    • I AM HAVING PROBLEMS CONNECTING USING TCP/IP
    • LIST OF SUPPORTED NETWORKS
    • HOW DO I CONFIGURE PROSHARE SOFTWARE FOR DIRECT CONNECT?
    • I KEEP HAVING MODEM CONNECTION PROBLEMS.
    
    

    TROUBLESHOOTING NOTES FROM TECHNICAL SUPPORT FOR PROSHARE SOFTWARE

    
       In this document you will find a listing of the most common questions
    
       asked by users of ProShare Conferencing Software.
    
    
    
    

    ERROR: NETBIOS NETWORK NAME IN USE

    
       Symptom:
    
       ERROR: NetBIOS Network Name In Use
    
    
    
       Description 1:
    
       There aren't enough NetBIOS resources available.
    
    
    
       Solution 1a:
    
       Run the NetBIOS test in the Communications Test program to check for
    
       NetHeapSize.  Use the Help button on the NetBIOS Test dialog box for
    
       specific instructions on each test and what to do if a test fails.
    
    
    
       Solution 1b:
    
       Try larger values for NCBS (Network Control Blocks), Max Sessions, and
    
       Max Commands.  Often you can change these values by editing your
    
       PROTOCOL.INI file in the WINDOWS directory, or a NET.CFG file in the
    
       network software directory, depending on your network.
    
    
    
       Description 2:
    
       The NetBIOS Net Address is already being used by the workstation or
    
       other device.
    
    
    
       Solution 2:
    
       Check that the NetBIOS Net Address of the ProShare software is unique. 
    
       To edit the Net Address, from the Conference menu choose Setup.  The
    
       NetBIOS Net Address is arbitrary.  Be aware that the Net Address is
    
       case-sensitive.  Do not use the workstation's address as a NetBIOS Net
    
       Address in the ProShare software.
    
    
    
    

    I CAN'T DO ANY APPLICATION SHARING WITH MY JUMP START VERSION OF PROSHARE SOFTWARE

    
       The ProShare Jump Start software does not support Application Sharing.
    
    
    
    

    WHAT WILL THE JUMP START VERSION DO AND NOT DO IN 1.6?

    
       With the Jump Start version of the ProShare Premier Edition Software
    
       1.6, you can do the following:
    
    
    
         *  Be the recipient of a connect from another participant via network
    
            and TCP/IP.
    
    
    
         *  Use the File Transfer feature.
    
    
    
         *  Work in the private workspace.
    
    
    
         *  Access the online Help.
    
    
    
       Things you cannot do include:
    
    
    
         *  Initiate a connection.
    
    
    
         *  Do Application Sharing  - there will be no application sharing
    
            icons with capture tools and no "Application" menu.
    
    
    
         *  Print Capture or File Import  - The PSDATA virtual print device is
    
            not installed.
    
    
    
         *  Pasting an OLE link into the notebook.
    
    
    
         *  Using the Page Sorter.
    
    
    
         *  No Connection Merge controls or Call Screening.
    
    
    
         *  No JPEG compression.
    
    
    
         *  Jump Start anyone.
    
    
    
         *  Save a meeting file.
    
    
    
         *  Open a meeting file.
    
    
    
    

    GPF IN PSADLL.DLL DURING APPLICATION SHARING

    
       Symptom
    
       GPF in PSADLL.DLL during Application Sharing.
    
    
    
       Solution
    
       There is new PSADLL.DLL file that fixes problems with application
    
       sharing using the ProShare Premier Edition Software.  The file is
    
       available (in archived format, filename PSADLL.EXE) on Intel's on-line
    
       services.  See document 9089 for a listing of services available.
    
    
    
       The problem may occur when using any of the following video cards:
    
    
    
       Matrox Impression Plus
    
       Matrox Ultima II
    
       Matrox MGA Power Graphics
    
       Compaq QVision 2000 #9
    
       GXE #9 GXE Pro 64
    
       ATI Mach 64
    
       Diamond Stealth 64
    
    
    
       Common Symptoms:
    
    
    
       General Protection Fault in module PSADLL.DLL while application sharing.
    
    
    
       General Protection Fault in module PSAGUEST.EXE while application
    
       sharing.
    
    
    
    

    DOES PROSHARE SOFTWARE SUPPORT WINDOWS NT?

    
       Currently, ProShare software only supports Windows v3.1x.  It does not
    
    
    
       support Windows NT or OS/2
    
    
    
    

    I AM HAVING PROBLEMS CONNECTING USING TCP/IP

    
       If you are having problems connecting using TCP/IP, try using the IP
    
       address instead of the Host Name Address when connecting.
    
    
    
       Also, make sure you are using the most current version software for your
    
       TCP/IP stack.  For example, the ProShare software won't connect over FTP
    
       v2.2, but it will connect fine over FTP v2.3.
    
    
    
    

    LIST OF SUPPORTED NETWORKS

    
       The ProShare Conferencing Software v1.6 supports conference connections
    
       over the following networks:
    
    
    
         *  Novell NetWare 3.11 or greater
    
    
    
         *  Novell NetBIOS
    
    
    
         *  Novell LAN Workplace 4.1  (v4.0 is problematic) 
    
    
    
         *  LANtastic NetBIOS
    
    
    
         *  Windows for WorkGroups / NetBeui
    
    
    
         *  Windows for Workgroups 3.11 TCP/IP 
    
    
    
         *  Microsoft LAN Manager NetBeui
    
    
    
         *  FTP TCP/IP 2.3 
    
    
    
         *  Super TCP 3.0 
    
    
    
         *  NetManage Chameleon 4.0  (v3.11 can be really slow and cause GPF*s)
    
    
    
         *  Trumpet 1.0 Rev A is not officially supported but appears to work. 
    
            Earlier versions of Trumpet do not work, only v1.0 Rev A.
    
    
    
    

    HOW DO I CONFIGURE PROSHARE SOFTWARE FOR DIRECT CONNECT?

    
       To configure the ProShare software for a direct serial connection to
    
       another computer, configure the software as you would for a modem, but
    
       choose "Direct connect - no modem" for the modem type.
    
    
    
       When doing a direct connection, the Baud Rate must match exactly between
    
       the two systems.  The Baud Rate is configured under the Set Modem dialog
    
       also.
    
    
    
    

    I KEEP HAVING MODEM CONNECTION PROBLEMS.

    
       This could be caused by several different things.  First, make sure that
    
       the ProShare software application is configured for the correct COM
    
       port. If you are experiencing problems connecting a fast system to a
    
       slower system, such as slow transfer of data or poor performance, try
    
       lowering the baud rate to 9600 bps and connecting again. Doing this can
    
    
    
       improve the flow of data between the two computers without overwhelming
    
       the slower machine.  Finally, run the Communications Test program on the
    
       COM port of the modem.  Read the Help file in the Communications Test
    
       program for troubleshooting info.  More a more detailed guide to
    
       troubleshooting modem problems, order document 8143, "Troubleshooting
    
       Modem Problems".
    
    

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