Ziff-Davis CD-ROM Frequently Asked Questions List SOFTWARE SUPPORT

As we receive no additional revenue for the CD-ROMs we include in our subscription offers, we can only provide support for them on a very limited basis. With that in mind, we take every precaution to ensure that the software is bug-free. The measures that we take include:

• Four separate virus scans
  
• Installation and execution on a variety of systems
  
• Extensive internal and vendor review

There are several recommended steps that users can take before installing new software. These precautions are standard, and regardless of if you are installing software or not, they can help you in the event that you experience a problem down the road.

1. Create a start-up disk. For information on how to create a start-up or emergency disk, consult the user manuals specific to your computer or your operating system.
   
2. Make sure you have backup copies of your video, sound, and CD-ROM drivers. In many cases, these are provided with the specific hardware at the time of purchase. If you are not sure, consult the manual. Drivers are readily available at most hardware manufacturer's web sites as well.
   
3. Perform regular backups. This can mean creating backup copies of your personal files or of your entire hard drive.
   
4. Run regular virus checks. Computer viruses that are present on your system during software installation can intefere with the process and cause fatal errors. Trial versions of popular anti-virus software are available at manufacturer's web sites.

FORMAT
All of our free software is shipped on CD-ROMs. For obvious reasons, diskette versions of CD-ROM premiums are not available. Also, we don't usually create Windows 3.x versions of Windows 95 software, DOS versions of Windows-based software, or Mac versions of DOS/Windows software.

SOME COMMON QUESTIONS AND ANSWERS

Q. Will any of the software on the CD-ROM interfere with my current system settings?
A.We seldom if ever distribute free software that alters vital system files such as CONFIG.SYS, AUTOEXEC.BAT, or installs software to the Windows directory. We do recommend creating backup copies of these files before installing any new software. While this is not wholly necessary, it is a recommended safety precaution.

Q. When I try to start the CD-ROM or a program on it, Windows tells me "File Not Found".
A. For CD-ROM-based Windows software, the most common problem users have is not having an up-to-date version of their CD-ROM drivers. The result is often a "file not found" or "path not found" error; if you look at the disc with Windows File Manager or Windows Explorer, you might see a number of empty directories.

You can get an updated version on the driver software from the drive manufacturer. Most drive manufacturers maintain web sites or areas on the major online services where updated versions of their driver software and instructions on how to install it are available.

Another "file not found" error that users frequently encounter, particularly under windows 3.1, involves visual basic runtime module (vbrun.x00) files. Common files, including the visual basic runtime modules and win32s, which are necessary to run many of our CD-ROM programs, can be found here.

The ZDNET software library is another location where you may be able to find needed files.

Q. My Macintosh CD-ROM keeps telling me there is an error when I try to install software.
A. On the Mac side, the .SEA self-extractor points to the CD-ROM drive by default, and will return an error unless it's redirected to a writable drive.

Q. I received this program on your CD-ROM but I don't know how to...?
A. We recommend you contact the vendor of the particular program for support. Links to many of the vendors whose products appear on the CD-ROM premiums can be found at this page.

LAST RESORT

If all else fails, there are a number of ways to request support. For the fastest and most accurate support, e-mail ZDSubs You may also telephone and leave a message at 212-503-5385. Written correspondence can be sent via "snail mail" to the address at the end of this FAQ.
Regardless of the method you use to contact us, please leave your name, phone number, e-mail address and a brief description of the problem.
If an included piece of software comes from an identifiable vendor, such as Freeloader or Concentric, we recommend you contact them directly for support.

Thank you.

Premium Support
Ziff-Davis Circulation
1 Park Avenue, 5th Floor
New York, NY 10016