Please read this document if you are having any problems with this product. Little Ark Interactiveproducts are tested thoroughly before they are released. Most of the technical problems we anticipate users having will be rooted in outdated device drivers for video boards, sound boards, or CD-ROM drives. Please make every effort to install the newest device drivers before calling Little Ark InteractiveTechnical Support.
Outlined below are some procedures and resources available to help resolve any problems you might experience. When working in Windows, it will be helpful if you have a working knowledge of procedures for changing display and sound drivers.
Windows 95 Troubleshooting Guide
Accelerators, File Compressors, and Other Peripherals
This product is designed to be used on standard Windows 95 configured PCs. This means that during development and testing, we were unable to prepare our software for every operating environment our products might encounter. Accelerators, file compression applications, networked computers, or any other hardware or non-standard software devices might affect the performance of the program. If you encounter any difficulties using this product, disable any such devices to be sure that they are not affecting performance.
General Troubleshooting - Exit Other Programs
The first step in troubleshooting any problem, especially General Protection Fault error messages or hanging of the operating system, is to Exit from any other programs that may currently be running. This can be accomplished by using the Windows 95 Close Program procedure, modifying the Startup Folder configuration, and editing the WIN.INI file for programs running in the background.
Close Program
1. Begin at the Windows 95 Desktop. Press and hold down the CTRL, ALT, and Delete keys on the keyboard all at the same time. When the Close Program window appears, release all 3 keys. DO NOT PRESS THESE KEYS AGAIN AT THIS TIME.
2. Make sure that Explorer and Systray (Systray will only be present on some systems) are the only items listed here before starting the program. If there are other items listed here, use the up and down arrow keys to highlight the name of the program, then click on the End Task button. The Close Program window will then disappear.
3. If necessary, open the Close Program dialog again and continue to Exit programs until only the Explorer and Systray are listed.
*Note: Some programs will not quit in this way. Check the instructions that came with the program for assistance if using the Close Program procedure is not working for you.
Remove Programs from Startup Folder
The Startup folder allows certain programs to load automatically when you start Windows 95. These applications usually run in the background and might be conflicting with the Little Ark Interactiveproduct. You can stop these programs from loading by doing the following:
1. Select the Windows 95 Start button. Point to Settings and click Taskbar. A Taskbar Properties dialog appears.
2. Click the Start Menu Programs tab.
3. Click Advanced button in Customize Start Menu Group.
4. Double-click on the Programs folder. Select File, New, Folder. Name the folder Startbk and hit Enter.
5. Open the Startup folder. Click and hold the right mouse button down on an item in the Startup folder, and drag it to the Startbk folder. When the Startbk folder highlights, release the mouse button. When prompted, choose Move Here. Repeat until there are no more entries in the Startup folder.
6. Restart Windows 95 for these changes to take effect. Click Start button, then select Shut Down… In the Shut Down Windows dialog, choose Restart the computer? Click the Yes button.
*To reverse this process, do the following:
1. Select the Windows 95 Start button. Select Settings and select Taskbar. A Taskbar Properties dialog appears.
2. Select the Start Menu Programs tab.
3. Select Advanced button in Customize Start Menu Group.
4. Double-click Programs folder. Double-click the Startbk folder. Click and hold the right mouse button down on an item in the Startbk folder, and drag it to the Startup folder. When the Startup folder highlights, release the mouse button. When prompted, choose Move Here. Repeat until there are no more entries in the Startbk folder.
5. Restart Windows 95 for these changes to take effect. Click Start button, then select Shut down. In the Shut Down Windows dialog, choose Restart the Computer? Click the Yes button.
WIN.INI File
The WIN.INI file allows certain programs to load automatically when you start Windows 95. These applications usually run in the background and could be using memory needed by the Little Ark Interactiveprogram or conflicting with it. You can stop these programs from loading by doing the following:
1. Begin at the Windows 95 Start button. Click the Start button and click on Run.
2. In the Open box type WIN.INI and click on OK.
3. The WIN.INI file will come up on screen in Notepad. Look for the lines that start with LOAD= and RUN=. Place a semicolon (;) in front of each of these lines so
that they now start with ;LOAD= and ;RUN=.
4. Select Exit from the File menu, then click on the Yes button to save the changes made to this file.
5. Restart Windows 95 for these changes to take effect. Click the Windows 95 Start button, then select Shut Down. In the Shut Down Windows dialog, choose Restart the Computer? Click the Yes button.
*Note: To restore your WIN.INI file to its original state, follow the instructions again and remove the semicolon (;) from the beginning of the LOAD= and RUN= lines.
Disable Screen Savers
Before using the product, you may want to disable any screen savers that are enabled. To disable the screen saver that is built into the Windows 95 Desktop Control Panel:
1. Begin at the Windows 95 Start button. Click on this Start button, point to Settings, and select Control Panel.
2. Double-click the Display icon. A Display Properties dialog box will appear.
3. Select the Screen Saver tab.
4. Locate the Name box in the Screen Saver area. Click on the down arrow to the right of the Name box and select (None).
5. Click OK.
*Note: To disable screen savers from other software developers, please refer to the manual that came with the screen saver.
Check Memory
Please refer to the manual that was included with your program for the amount of physical and available memory your program requires.
To check the amount of free memory currently available to Windows 95, begin at the Windows 95 Start button. Click the Start button, point to Programs and click Windows Explorer. Select About Windows 95 from the Help menu. Check the amount next to Physical Memory Available to Windows.
Check Sound Drivers
If you are unable to hear music or sound effects, check to see if you have Windows 95 sound drivers installed and that the sound files are playing properly.
Checking Wave Sounds
1. Begin at the Windows 95 Start button. Click the Start button, point to Settings and click Control Panel.
2. Double-click the Sounds icon to open the Sound Properties dialog.
• If the items listed in the Events list box are in black, click an event (for example, Default Sound), and click on the Play button. If you do not hear event sounds, then check to make sure your cables are fastened securely, and that the volume controls on your sound device and speakers are set high enough to be audible. For further assistance, check the manuals that came with your sound device.
• If the items listed in the Events or Files dialog boxes are grayed out, then Windows 95 drivers for your sound device have not been installed properly. Please refer to the manual that came with your sound device for instructions on how to install Windows 95 sound drivers.
Check Video Driver
If you are experiencing video display problems, it is highly recommended that you update your Windows 95 video driver to the most current version available. Please refer to the section below titled Updating Windows 95 Drivers for instructions on how to acquire Windows 95 drivers.
To change your Windows 95 video drivers you may need any or all of the following: your Microsoft Windows 95 User's Guide, Microsoft Windows 95 CD-ROM, and the manual and/or disk(s) included with your computer or video board.
The normal method for installing Windows 95 video drivers is described in your Windows 95 User's Guide.
1. Begin at the Windows 95 Start button. Click this Start button, point to Settings, and select Control Panel.
2. Double-click the Display icon. Click Settings tab.
3. Change resolution and colors appropriately.
4. You can also click the Change Display Type button, then click the Change button in Adapter Type group and/or Change button in Monitor Type group.
When selecting a driver, do not guess on which driver to choose. If you are unsure whether you are selecting the proper driver for your board, contact the manufacturer of your computer or video board for assistance.
Some video board manufacturers require that you use their installation procedure to copy and/or decompress their drivers to a directory on your hard drive from disks provided with your video board. If this is the case, follow the instructions for your video board manufacturer's installer, then follow the steps outlined in the Windows 95 User's Guide.
Updating Windows 95 Drivers
There are many ways to acquire the most recent device drivers. The dealer who sold you your hardware should have access to the most recent drivers. Additionally, most hardware manufacturers have BBS numbers which enable you to download their drivers and other information via modem. Most hardware manufacturers have forums on the on-line services and web sites on the World Wide Web where you can access their technical support or driver libraries via modem. Listed on page 9 of this guide are the BBS and technical support numbers for some hardware manufacturers, so you are able to obtain the most recent device driver for your peripheral.
Windows 3.1 Troubleshooting Guide
Accelerators, File Compressors, and Other Peripherals
This product is designed to be used on standard MPC configured PCs. This means that during development and testing, we were unable to prepare our software for every operating environment our products might encounter. Accelerators, file compression applications, networked computers, or any other hardware or software device that is non-standard might affect the performance of the program. If you encounter any difficulties using this product, disable any such devices to be sure that they are not affecting performance.
General Troubleshooting-Exit Other Programs
The first step in trouble shooting any problems, especially General Protection Fault error messages, is to Exit from any other programs that may currently be running. This can be accomplished by using the Windows Task List, modifying the Startup folder configuration, and by editing the WIN.INI file for programs running in the background.
Task List
1. Begin at the Windows Program Manager. Press and hold down the CTRL key, then press the ESC key. When the Task List window appears, release both keys.
2. Make sure that Program Manager is the only item listed here before starting the program. If there is another item listed here, use the up and down arrow keys to highlight the name of the program, then click on the End Task button. The Task List window will then disappear.
3. If necessary, open the Task List again and continue to Exit programs until only the Program Manager is listed.
* Note: Some programs will not quit in this way. Check the instructions that came with the program for assistance if using the Task List procedure is not working for you.
Remove Programs from Startup Group
The Startup Group allows certain programs to load automatically when you start Windows. These applications usually run in the background and might be conflicting with the Little Ark Interactiveproduct. You can stop these programs from loading by doing the following:
1. Begin at the Windows Program Manager. Locate the Startup Group and double-click on it to open it.
2. Select one icon in the Startup Group by single-clicking on it to highlight it.
3. From the File menu select Move.
4. Select a group to move the icon into and then click OK.
5. Repeat until there are no more entries in the Startup Group.
6. Restart Windows for these changes to take effect. From the File menu select Exit Windows. Click OK to return to DOS. At a DOS prompt type WIN to return to Windows.
*To reverse this process, do the following:
1. Begin at the Windows Program Manager. Locate the icon you wish to return to the Startup Group.
2. Single click on the icon to highlight it.
3. From the File menu select Move.
4. Select the Startup Group and click OK.
5. Restart Windows for these changes to take effect. From the File menu select Exit Windows. Click OK to return to DOS. At a DOS prompt type WIN to return to Windows.
WIN.INI File
The WIN.INI file allows certain programs to load automatically when you start Windows. These applications usually run in the background and could be using memory needed by the Little Ark Interactiveprogram or conflicting with it. You can stop these programs from loading by doing the following:
1. Begin at the Windows Program Manager. Select Run from the File menu.
2. In the Command Line type WIN.INI and click on OK.
3. The WIN.INI file will come up on screen in Notepad. Look for the lines that start with LOAD= and RUN=. Place a semicolon (;) in front of each of these lines so
that they now start with ;LOAD= and ;RUN=.
4. Select Exit from the File menu, then click on the Yes button to save the changes made to this file.
5. Restart Windows for these changes to take effect. From the File menu in Program Manager select Exit Windows. Click OK to return to DOS. At a DOS prompt type WIN to return to Windows.
*Note: To restore your WIN.INI file to its original state, follow the instructions again and remove the semicolon (;) from the beginning of the LOAD= and RUN= lines.
Disable Screen Savers
Before using the game you may want to disable any screen savers that are enabled. To disable the screen saver that is built into the Windows Desktop Control Panel:
1. Begin at the Windows Program Manager. Double-click on the Control Panel icon, located in the Main program group.
2. Double-click on the Desktop icon. A Desktop dialog box will appear.
3. Locate the Name box in the Screen Saver area. Click on the down arrow to the right of the Name box and select (None).
4. Click OK.
*Note: To disable screen savers from other software developers, please refer to the manual that came with the screen saver.
Check Memory
Please refer to the manual that was included with your program for the amount of physical and available memory your program requires.
To check the amount of free memory currently available to Windows, select About Program Manager from the Help menu in Program Manager. At the bottom of the information box will be a line titled Memory which will show the amount of free memory (in KB) available to Windows.
If the total memory available to Windows is less than the required amount try increasing the size of the Windows Swap File (Virtual Memory). To increase the size of the Windows Swap File:
1. Begin at the Windows Program Manager. Double-click on the Control Panel icon, located in the Main program group.
2. Double-click on the 386 Enhanced icon. If you do not see this icon, make sure that Windows is running in Enhanced mode, and not Standard mode.
3. Click on the Virtual Memory... button.
4. Click on the Change button. A New Settings dialog box will open.
5. Change the swap file Type to Temporary.
6. Increase the size of your swap file in the New Size box. A good number to start with would be half the number displayed in the Recommended (Maximum) Size box.
7. Click OK. A dialog box will appear asking if you would like to restart Windows. Click Restart Windows.
Check Sound Drivers
If you are unable to hear music or sound effects from the program, check to see if you have Windows sound drivers installed and that the sound files are playing properly.
Checking Wave Sounds
1. Begin at the Windows Program Manager. Double-click on the Control Panel icon located in the Main program group.
2. Double-click on the Sound icon to open the Sound Control Panel.
• If the items listed in the Events or Files dialog boxes are in black, click on the Test button. If you do not hear event sounds, then check to make sure your cables are fastened securely, and that the volume controls on your sound device and speakers are set high enough to be audible. If you are still unable to hear sound, check the manuals that came with your sound device for further assistance.
• If the items listed in the Events or Files dialog boxes are grayed out, then the Windows drivers for your sound device have not been installed properly. Please refer to the manual that came with your sound device for instructions on how to install Windows sound drivers.
Check Video Drivers
If you are experiencing video display problems, it is highly recommended that you update your Windows video driver to the most current version available. Please refer to the section below titled Updating Windows Drivers for instructions on how to acquire Windows drivers. In addition, please set your Windows Display Settings to the color depth and pixel resolution recommended in the product's documentation.
To change your Windows video drivers you may need any or all of the following: your Microsoft Windows User's Guide, Microsoft Windows disks, and the manual and/or disk(s) included with your computer or video board.
The normal method for installing Windows video drivers is described in your Windows User's Guide. Look up Setup in the User's Guide index, and look for the section titled Changing System Settings. Before changing your video driver, write down the name of the currently installed display driver in case you want to switch back to this setting. When selecting a driver, do not guess on which driver to choose. If you are not sure if you are selecting the proper driver for your board, contact the manufacturer of your computer or video board for assistance.
Some video board manufacturers require that you use their installation procedure to copy and/or decompress their drivers to a directory on your hard drive from disks provided with your video board. If this is the case, follow the instructions for your video board manufacturer's installer, then follow the steps outlined in the Windows User's Guide.
Updating Windows Drivers
There are many ways for you to get the most recent device drivers. The dealer who sold you your hardware should have access to the most recent drivers. Additionally, most hardware manufacturers have BBS numbers which enable you to download their drivers and other information via modem. Most hardware manufacturers have forums on the on-line services and web sites on the World Wide Web where you can access their technical support or driver libraries via modem. Listed below are the BBS and technical support numbers for some hardware manufacturers who have offered these numbers so that you will be able to obtain the most recent device driver for your peripheral and any technical support you might need.
Video Boards
Matrox
BBS# (514)685-6008
TS# (800) 462-8769
Number 9
BBS# (617) 862-7502
TS# (617) 674-0009
STB Systems
TS# (214) 234-8750
ATI Technologies, Inc.
BBS# (905) 764-9404
TS# (905) 882-2626
Main# (905) 882-2600
Boca Research, Inc.
BBS# (407) 241-1601
TS# (407) 241-8088
Main# (407) 997-6227
Cirrus Logic
BBS# (510) 440-9080
TS# (510) 623-8300
Diamond Computer Systems, Inc.
BBS# (408) 325-7080 2,400 baud
BBS# (408) 325-7175 9,600 baud
TS# (408) 325-7100
Orchid Technology, Inc.
BBS# (510) 683-0555
TS# (510) 683-0323
Main# (510) 683-0300
Technology Works / National Design, Inc.
BBS# (512) 974-9329
TS# (800) 933-6113
Main# (512) 794-8533
Trident Microsystems, Inc.
BBS# (415) 691-1016
TS# (415) 934-2123
Main# (415) 691-9211
Tseng Labs
BBS# (215) 579-7536
TS# (215) 968-0502
Main (215) 968-0502
-9-
Sound Boards
Creative Labs
BBS# (405) 742-6660
TS# (405) 742-6622
Main# (405) 742-6600
Media Vision
BBS# (510) 770-0968
BBS# (510) 770-0527
TS# (800) 638-2807
Main# (800) 638-2807
Roland Corp.
Main# (213) 685-5141
Turtle Beach Systems
BBS# (717) 767-5934
TS# (717) 767-0200
Main# (717) 767-0200
CD-ROM Players
Mitsumi
TS# (408) 970-9699
BBS# (408) 970-0761
NEC
TS# (800) 388-8888
Panasonic
BBS# (201) 863-7845
TS# (800) 290-890-3219
Phillips
BBS# (719) 593-4081
Main# (800) 777-5674
Plextor / Texel
BBS# (408) 986-1569
TS# (800) 886-3935
Sony
BBS# (408) 955-5107
TS# (800) 326-9551
Macintosh Troubleshooting Guide
Not Enough Memory
If you are receiving error messages indicating that there is not enough RAM to run this application, you may need to free up some additional memory. To check the amount of available memory, go to the Apple menu and select About This Macintosh, or About this Computer if you are using a Performa.
You can free up additional memory by quitting other applications that may be running, or by disabling System Extensions. Other programs running on your system at the same time might affect its performance. We recommend that you exit all other applications before running this program. For additional information on disabling System Extensions, please refer to the section listed below.
You can also adjust the Disk Cache settings in the Control Panels to free up additional memory. To do this, open the Control Panels in your Apple menu and double click on Memory. Then adjust the disk cache size to the lowest setting possible (32k) to gain additional memory.
Disabling Extensions
Extensions can cause conflicts with programs by interfering with their installation or functionality or causing system lock ups. In order to determine whether an extension or extensions are causing problems, the normal troubleshooting step for each system software is to disable all system extensions. Use the following procedure below:
For system 7.0 and above: Hold down the Shift key while you restart the system. Keep your finger down on the Shift key until a message appears that says Welcome to Macintosh, Extensions Off. Then, release the Shift key and wait for the computer to finish booting up.
Some programs require certain extensions such as Quicktime, Sound Manager, and a CD-ROM extension in order to run (check your manual for information on which specific extensions you need to run the program). Use the following procedure for booting the computer with the required extensions:
System 7.0 to 7.1 p6: Open the Macintosh hard disk. Open the System Folder. Go to the File menu and select New Folder to create an empty folder in the System folder. Call the untitled folder Extensions Disabled. Now open the Extensions folder located inside the System Folder in your hard disk and drag all unnecessary extensions out of the Extensions folder into the Disabled Extensions folder. Close the System Folder and restart the Macintosh.
System 7.5 or higher: Go to the Apple menu and select the Control Panels folder. Look for the Extensions Manager and click twice to open it. Go to the Sets option located at the top of the window. Click on the arrow pointing down to display the menu and select Save Sets... Type in the name Normal in the save set dialog box and click on OK. Go to the save sets option again and select All Off. Go through the extensions listing and put a check mark next to the desired extensions by clicking on them. Go to the Sets option again and select Save Sets and give this new set a name (for example, Little Ark). Close the Extensions Manager window and restart the Macintosh. (Note: You can switch your sets back to Normal at any time.)
If the program functions properly, it means that there may be something (either an extension or control panel) in the system folder that is causing a conflict with our product. You will need to find out which extension or control panel is causing the problem and determine if you need to keep it active.
Sound Problems
If you are unable to hear music or sound effects from the program, you should check to see that the volume control in your Sound Control Panel is high enough to be audible. To do this, select Control Panels from your Apple menu, double-click on the Sound icon, and set the volume to a higher level.
Application doesn't launch
32-bit addressing must be enabled for this application to launch. To check for 32-bit addressing go to the Apple menu and select Memory from the Control Panels. Make sure the radio button labeled 32-bit addressing is selected and then click OK. Restart your computer and try the application again.
WHEN ALL ELSE FAILS
If you have worked through these troubleshooting suggestions and still need assistance, you can contact Little Ark Interactive Technical Support at Brøderbund Software by using the options listed below. It will be very helpful if you can tell us your computer make and model. If possible, have the computer both positioned near your phone and turned on. Please also be prepared to give us a detailed description of what happens when you try to run the program.
You can contact us in any of the following ways:
• Internet - Contact our World Wide Web site at http://www.broderbund.com
• Phone - Call us at (415) 382-7818 from Monday through Thursday between the hours of 6 a.m. and 4:30 p.m., and Friday from 6 a.m. to 3:45 p.m., Pacific Time.
• CompuServe - Type GO BB at any prompt to access Brøderbund's area in CompuServe, or send your questions to 70007,1636.
• America OnLine - Use the Keyword: BRODERBUND to find our Product Support Boards, or address your questions to BBund Tec1 or BBund Tec2 using AOL's electronic mail.
• Mail - Send your questions to Little Ark Interactive, at P.O. Box 6144, Novato, CA 94948-6144
