Ian & Stuart's Australian Mac 1/Ian and Stuart's One (Australia).iso/Mac FAQs/Symantec FAQs/NUM20.FAQ

Text File | 1994-11-09 | 30KB | 545 lines

Technical Support    Symantec © 1994    Page 1 of 10
        NUM 2.0  02_01



NUM (Norton Utilities for Macintosh)
Common NUM 2.0 Questions

0.0 What is an FAQ (Frequently Asked/Answered Questions)?

Section 1 : General NUM Questions
1.1 Is NUM 2.0 Compatible with System 7?
1.2 Which Emergency Disk do I use for my machine?
1.3 Why doesn’t Layout Plus work with System 7?

Section 2 : Disk Doctor
2.1 There are six boxes that Norton Disk Doctor moves through.  What
is it doing in each of those boxes?
2.2 Norton Disk Doctor tells me that there are some files that are
crosslinked.  Should I really worry about this?
2.3 Several of the crosslinked files are unknown.  How do I get rid of
those?
2.4  Norton Disk Doctor tells me that several of my files are damaged.
Yet when I access them they seem to be working.  What is Norton Disk
Doctor telling me?
2.5  One of the damaged files is a Desktop file.  I can’t seem to locate
that file.  How do I replace it?
2.6 When I run Disk First Aid, it wants to fix what Disk Dr. just
repaired, and vice versa.  Why?
2.7 It was suggested that I reformat my hard drive.  What is the
advantage to that?

Section 3 : Speed Disk
3.1 Which disk do I use to optimize?
3.2 I received a Bad Sector message during optimization but the Verify
Media test showed no errors.  How do I fix this?
3.3 What does a 64:65 error mean?
3.4 what does a 162.21 error mean?
3.5 What does a 43:34 error mean?

Section 4: Wipe Info
4.1  I use Wipe Info to erase the free space on my drive but I can still
see files to recover in Volume Recover and Unerase.  Why?

Section 5 : Norton Encrypt
5.1 I just entered my password for an encrypted file that I used
Norton Encrypt on and when I double-click on it again, it is asking for
the password again.  Is my file damaged?

Section 6 : Norton Partition
6.1  I want to share the partition I just created with Norton Partition,
but I get an error message telling me I cannot do that.  How do I share
a partition?
6.2 How do I delete a partition that I have forgotten the password to?
6.3 I tried to open a partition and got the message  "Bad Master
Directory Block.  What does this mean?

Section 7 : Norton Backup
7.1 How do I perform a new backup?
7.2 How do I perform a Restore?
7.3  How do I set up an Unattended backup?
7.4  Why don't I seem to get much compression when I choose this
option?

Section 8 : FileSaver
8.1 When I installed the Norton Utilities, it asked me if I wanted to
turn FileSaver on.  Why should I do that and what does FileSaver
track?
8.2 I’m getting a message that my FileSaver files are out of date or are
damaged.  Where are the FileSaver files and how do I fix them?

Section 9 : Directory Assistance II
9.1 How do I turn off DA II?
9.2 How do I turn it back on?
9.3 What does the message "Dialog too large" mean?

Section 10 : Fast Find
10.1 I’ve heard there are additional features that Fast Find  performs
other than finding files.  What are those features and how do I access
them?

Section 11 : Contacting Symantec
11.1 Contacting Symantec


Beginning of the Answers

0.0 What's an FAQ?   An FAQ is a compilation of the most common
question about a subject and their answers.  This is an established
technique (adopted from its widespread use on USENet) for reducing
the repetition of questions and answers online services (such as BBS'
CompuServe and America OnLine).

Our intent is to answer as many questions as possible so you don't
have to leave a question and call back to get an answer to something
that we've already covered a few times before.

We will be aggresively maintaining these to insure that they always
have answers to the most current issues pertaining to a product.
Naturally users are encouraged to read the FAQ before posting.
Hopefully you'll find your question (and its answer) here (which will
save you time and money).

Please note that this is not intended to replace the manual or the
built-in help.  It is prepared and maintained by our tech support staff
so our FAQ's may not have breadth or editorial polish of our official
documentation.  Hopefully this will answer some questions that our
technical writers couldn't foresee.

You may have been referred to this document by one of our
technicians or another customer.  Please don't take offence to this.  We
are trying to provide the answers in the best possible way.

1.1)  Is NUM 2.0 compatible with System 7?  NUM 2.0 is completely
compatible with both System 7.0 and System 7.1.  However, if you
have a System 7.1 dependent machine, your Emergency Disk may
have difficulty in booting your machine.  If that is the case, you should
retrieve FaxBack document #4520 “7.1 Emergency Disk instructions”,
or download the 71Edisk file from the library.

1.2)  Which Emergency Disk do I use for my machine?  Each of the two
Emergency disks have model information listed on their respective
labels which indicates which disk will boot which machine.  If your
machine is not listed or if your machine type (i.e. Powerbook, Quadra,
Duo) is listed, but the HD diskette does not boot your machine, then
the Emergency Disk does not include the proper system software to
boot your machine.  To create an emergency disk that will operate
your machine, you should retrieve FaxBack document #4520 “7.1
Emergency Disk instructions”, or download the 71Edisk file from the
library.

1.3)  Why doesn’t Layout Plus work with System 7?   In all System
resources prior to System 7, the Finder included a resource called
LAYO.  Layout Plus modifies this resource to customize the Finder.  In
System 7, Layout Plus cannot operate since this resource is no longer
present.  However, System 7 added a control panel called “Views”
which will allow you to customize the Finder.

2.1)  There are six boxes that Norton Disk Doctor moves through.  What
is it doing in each of those boxes?   a) Checking Volume Info:  the Disk
Doctor is checking the Boot Blocks and the Volume Information Blocks
which store critical information about the bootability and general
structure of your volume.  b)  Analyzing Directory:  the Disk Doctor
finds the Catalog Tree--the structure that stores all the information
about your file locations--and examines the condition of the nodes
therein.  c)  Checking Hierarchy:  a continued check of the Catalog Tree
that examines the internal consistency of the node structure and
extends its search to the individual records of the nodes.  The Disk
Doctor also performs a similar test on the Extents Tree--the structure
that houses the fragment records of your files.  d)  Checking Allocation:
the Disk Doctor is analyzing the Volume Bit Map to make sure that
each allocated sector belongs to one and only one file.  e)  Looking for
Lost Files:  a continued examination of the Volume Bit Map, this
section examines both the Extents Tree and Catalog Tree as well to
make sure that marked sectors actually belong to files.  f)  Analyzing
Files:  the Disk Doctor examines each file on the drive, checking that
the catalog information actually matches what is found in the physical
location of the file.

2.2)  Norton Disk Doctor tells me that there are some files that are
crosslinked.  Should I really worry about this?  Yes.  Crosslinked files
are files that have sectors that are being occupied by another file.  One
of the files may not operate properly, since part of its sectors may
contain information from another file entirely.  These files should be
removed from your drive to a separate location.  Once removed, they
should be opened by their parent application to verify that all the data
is still intact.  Those that are still valid files may be then placed back
on the drive.  When they are returned to the drive, they will be
written in new locations.

2.3)  Several of the crosslinked files are unknown.  How do I get rid of
those?   These are usually fragment records from files that have been
deleted from the drive and which the operating system failed to
remove the entries from the Extents tree.  These can be cleared up by
running Speed Disk.  Once in Speed Disk, go to the Options menu and
select "Go to Expert."  This will alter the menu bar to include a menu
entry of "Explore."  Pull down the Explore menu and select "Check
Files."  Speed Disk will examine the records and determine whether or
not they belong to existing files.  If it finds they do not, it will inquire
if you wish to remove those records and will do so, once you click on
the "Yes" button.

2.4)  Norton Disk Doctor tells me that several of my files are damaged.
Yet when I access them they seem to be working.  What is Norton Disk
Doctor telling me?  Any file that comes up in this window has failed
Norton Disk Doctor's analysis of the file structure.  There is something
inconsistent between the information held in the Catalog Tree record
for that file and the actual file itself.  It is generally a good idea to
either remove this file and replace it with a backup or to do a "Save
As..." command while the file in open in its parent application and to
save this file with a new name.   This will rewrite the file to a new
location.  The old version may then be removed from the volume.

2.5)  One of the damaged files is a Desktop file.  I can’t seem to locate
that file.  How do I replace it?   The Desktop files are invisible.  To
remove them, launch the Norton Utilities and, at the Main Menu, go to
the Utilities menu and choose "Norton Disk Editor" (it will be at the end
of the list).  Choose the appropriate drive to explore and click on the
open button.  The Disk Editor will read and analyze your files and then
present you with a directory listing of your files.  IF YOU DO NOT GET
A DIRECTORY LISTING, STOP HERE!  There is some catalog damage to
your drive and you should run Norton Disk Doctor before you proceed.

If the directory is present, then you should be able to locate the
Desktop files.  There will be only one file under System 6 whereas
System 7 will have two--Desktop DB and Desktop DF.  Highlight one of
these files and click on the Edit Info button in the upper part of the
window.  This secondary window will contain a checked box for
"invisible."  Deselect this box and in the field that lists the name of this
file add the word "Old" to the field.  Click on the OK button and repeat
this operation with the other file, if appropriate.  Quit out of the
Norton Disk Editor.  When you restart your machine, the operating
system will be unable to locate the appropriate desktop files and will
rebuild the files from scratch.  Once you have returned to the Finder,
in the main window of your hard drive, you will find the files that you
made visible and renamed.  They should be thrown away.

2.6) When I run Disk First Aid, it wants to fix what Disk Dr. just
repaired, and vice versa.  Why?  We will sometimes come across this
'argument' between the two programs. Disk Doctor is finding a
directory entry and fixing the BitMap. Disk First Aid doesn't like the
'fixed' BitMap and resets it - and so on ad infinitum. There is no real
problem, probably a large set of files was recently deleted from the
disk and a catalog entry was left over. It will probably resolve itself as
you add more files to the disk. I would leave it fixed with Norton as
you probably run Disk Doctor more often.   I wouldn't worry about this
excessively.
  If you are concerned about it though,  backing up and reformatting
the drive should also clear up the disagreement.

2.7) It was suggested that I reformat my hard drive.  What is the
advantage to that?   Reformatting accomplishes several things.  One,
there are sectors that are assigned during formatting that do not
change.  Over time, these sectors can become weak.  This means that
they do not hold a magnetic charge as well and do not return the same
information each time the computer reads them.   Two, sectors can go
bad.  They may not be in a critical section and therefore you may not
see a problem until you try to open a doc and get an error.  Three,
drives age and the read/write heads can drift or go out of alignment.
All of these situations and more can be eliminated by reformatting.
It's like changing the oil ever 3000 miles on your car.  You don't really
see the good your doing but you know its a good idea to do so.

3.1)  Which  Disk do I use to optimize my machine?   Each of the two
Emergency disks have model information listed on their respective
labels which indicates which disk will boot which machine.  If your
Mac is listed on the 800k Emergency disk, use the Application disk 1
to boot the Mac and run SD from .  If your Mac is listed on the
Emergency disk HD, boot from that disk and run SD from there.  If
your machine is not listed or if your machine type (i.e. Powerbook,
Quadra, Duo) is listed, but the HD diskette does not boot your machine,
then the Emergency Disk does not include the proper system software
to boot your machine.  To create a bootable disk that will operate your
machine and from which you can run SD, you should retrieve FaxBack
document #4520 “7.1 Emergency Disk instructions”, or download the
71Edisk file from the library.

3.2) I received a Bad Sector message during optimization but the
Verify Media test showed no errors.  How do I fix this?  The error
means that Speed Disk has encountered an error during one of the
write verification tests it did during optimization and could not
continue.  This usually means that there is a 'marginal' sector on the
disk.  A marginal sector is one that passes a simple read check but
may fail during heavy use.  I would suggest backing up and
reformatting.
  However, this may not solve the problem.  Because the sector only
failed during multiple read/write tests, a reformat may not locate and
mark out the bad sector.  If you have access to some formatting
program other than Apple's, and if it has some kind of heavy duty
read/write testing, I would use that to try and find the bad sector.  A
backup would still be highly recommended.
  If the drive is external, you may want to check the termination and
the cabling.  A loose cable could also cause a failure in the test.

3.3) What does a 64:65 error mean?    The 64:65 error implies that
there is problem in the Extents
tree (the area of a drive that tracks file fragments) and that Speed
Disk is asking for help to resolve it.
  If you have already run Apple's disk First Aid and it didn't find
anything to fix, then you can either call tech support at 503-465-8440
and have then talk you through a repair or you could backup and
reformat the drive.
  The latter is guaranteed to solve the problem and it never hurts to
have a current backup and a reformatted drive.  The reason for the
call to tech support is that, though the problem is often not too
complicated to fix, it is too involved to do online.

3.4)  What does a 162.21 error mean?    162:21 indicates that the disk
is very full/fragmented (or both) you should free up some space on
the disk you are optimizing and try it again (5-10% free space usually
does it.) If you get it (162:21) again, free up some more space.

3.5) What does a 43:34 error imply?    The 43:34 error is particularly
troublesome.  It means that Speed Disk has encountered a problem file
that it does not know what to do with.  Unfortunately, that is all the
error states.  It gives no clue as to what file is giving it the problem.
  You can sometimes find the trouble file by being in Expert mode
(chosen from the Options menu) and watching the names of files very
carefully.  Sometimes, you will be able to see what file the
optimization is stopping on.  Remove that file and then try SD again.
  You can also try running Apple's Disk First Aid and if it finds
something to fix but says  it cannot,  you could either call tech support
at 503-465-8440 and have them try and talk you through a repair or
you could backup and reformat the drive.  The latter is guaranteed to
work.
  One other thing to consider.   If you have Times Two installed (or
maybe Stacker), that is where the problem is coming from and you
should not optimize the drive.  Even Golden Triangle has stated that
Times Two'ed drives should not be optimized as it can decrease
efficiency of the drive.

4.1) I use Wipe Info to erase the free space on my drive but I can still
see files to recover in Volume Recover and Unerase.  Why?    While
you are wiping the data area of the files, you are not deleting the
Filesaver data file that points to the location of that data.  So, when
you run Unerase, it checks the Filesaver file for data and displays it on
the list.  However, if you were to recover any of these "excellent" files,
you would find that only garbage is recovered.
  OK, so it looks like if you were to delete the Filesaver file, then there
would be no more problem, right?  Well, there is one more place that
Unerase searches.   It's called the slack space of the catalog tree.  What
this refers to is the space in a node (just what it happens to be called)
that contained the name of a file that has been deleted.  The Macintosh
operating system does not delete the file's name from the node, it just
moves a pointer up.  The problem here is that other file names in the
node are still being used so this deleted file name is still accessible to
Unerase.
  To add more confusion into the situation, these listings in the
Filesaver file and Slack Space can point to locations that are now
occupied by current files on the drive.  So, after you have wiped the
free space, when you go to Unerase and recover some of the files
listed, it is very probable that  you will recover files that contain
information that is part of current files now stored on the drive rather
than the data that belonged in the actual (now deleted and wiped) file.
  The bottom line is that once you use Wipe Info on a file or unused
space, there will be no recoverable data left.  If, however you want to
delete the names as well, the only sure way to do this at this time is to
backup the important data and reformat the drive.

5.1)  I just entered my password for an encrypted file that I used
Norton Encrypt on and when I double-click on it again, it is asking for
the password again.  Is my file damaged?    You have multiple levels
on Encryption on that file.  If you encrypt a file with the password of
"dog" and then encrypt it again (while it was still encrypted), Norton
Encrypt will ask for a password ("cow" for example) to be inputted and
will then encrypt the file a second time.  However, to unencrypt the
file, you will have to enter in the appropriate passwords in reverse
order ("cow" and then "dog"). Multiple levels of encryption also occur
when a file is encrypted and the folder that contains that file is then
encrypted.

6.1)  I want to share the partition I just created with Norton Partition,
but I get an error message telling me I cannot do that.  How do I share
a partition?   The partition must fulfill Apple’s requirements for a
shareable volume.  The partition must be larger than 3 megabytes in
size.  File Sharing only examines the files have been seen by the
Finder so the partition must be mounted before File Sharing is turned
on.    The partition must also be one of the first ten volumes to be
mounted on the desktop.

6.2) How do I delete a partition that I have forgotten the password to?
To delete the partition file, first open Norton Utilities for the Mac.  At
the main menu type an 'e' (key shortcut for the disk editor)  and open
the volume that contains the partition.  After the drive is analyzed,
you will see a 'Directory' window.   Look down that window until you
see a file called NP["name of partition"].  Click on the file once to
highlight it.  Hit the Edit Info button at the top. In the information
window that appears, uncheck "Invisible".  Then hit the OK button and
quit Norton.
   At that time, the file should be visible on your hard drive.  If it's not,
then restart and look for it again.  Throw it in the trash and delete.
That's it.

6.3 ) I tried to open a partition and got the message  "Bad Master
Directory Block.  What does this mean?     This error implies that some
form of damage has occurred to the Norton Partition file itself. It could
be with the header of the file or with the data portion of the partition
file.  For a problem of this complexity, you will need to contact tech
support at 503-465-8440.  They may  be able to help either recover
the data or even the partition itself but sometimes the partition is so
damaged that no recovery is possible.

7.1)  How do I perform a new backup?  Here is the process for backing
up to floppies.  To backup to any other media (hard drive, removable
media (Syquest/Bernoulli), rewriteable CD drives, etc....) you would
substitute Macintosh File as the choice in the Backup Type window.
A) Launch the Norton backup application.
B) From the menu in the upper-left hand corner of the main Norton
backup window, choose "New Backup (untitled)", your hard disk's icon
will appear below in the "Items selected" region of the window.
C) To the right, the "Backup To:" pop-up menu should indicate the
appropriate media type, 800k or 1.44 Mb (if you can, use 1.44 Mb
floppies - also, you cannot mix disk types).
D) Click to place a  check in the column to the left of the hard disk icon.
A spinning "beach ball" will appear, and spin until Norton Backup has
determined how much data is being backed up. It will also indicate
how many disks will be required.
E) You can double-click on the hard drive icon to view the drives
contents and deselect a folder, useful for eliminating items that you
don't want to backup. You can also click on the "Special file selections"
button and use this to skip System files or Applications, neither of
which would be data that you have created and would lessen the
number of diskettes you would need.
F) Click on the "Start Backup" button in the lower right hand corner
and you'll be prompted to save a "Settings File", save this file in your
Norton Backup folder. Now you'll be prompted to enter diskettes until
the backup is complete.

7.2)  How do I restore files that I have backed up?    The process
should be as follows...Notice that no disk is in the drive at this time.
   Start the Norton Backup application and choose either (A)Restore
Untitled or (B)Restore "name of backup" if it is available in the
window.
  Depending on which one of the above you choose, there are two ways
to continue.  You can A) hit the Read Catalog button now on the far
right.  It will then prompt you for the last disk in the backup set, after
which it will eject the disk and give you an icon in the left window of
the backed-up hard drive.  You can then click on it to open it and
restore a single file  by putting a check to the left of the file or restore
the whole backup by putting a check to the left of the drive icon.
  Or B) it will automatically read the catalog and give you an icon of
the backed up drive on the left. You would then choose what files you
want to restore the same way as above.
  After either A or B above, if you have selected files, the Start restore
button will show up on the far right.
  The main point here is that during the time you are choosing what
files you want restored, no disk of the backup set is in the drive.  Not
until you have selected files to restore will the Start Restore button
become available. Once you hit the Start Restore button, it will then
prompt you for what ever disks it needs to complete the restore.

7.3)  How do I set up an Unattended backup?    Once you have finished
an attended backup, it will take you to Update Backup as the last step.
Often, you may need to hit the Read Catalog button on the right.  Then
verify that the files/folders you want are selected on the left and then
hit "Automatic Backups...".  Once there, set the time and frequency that
you would like the backup to occur.  Be sure to leave the Mac powered
on so that the Backup program can run when it needs to.  Also verify
that the computer has access to the volume that contains the backup
file.  So, if you are backing up to a network volume, make sure that
that volume is mounted on the Mac's Desktop.

7.4)  Why don't I seem to get much compression when I choose this
option?     The compression is designed to be completely lossless.
Because of this absolute necessity in a data backup program, the
compression percentage is not high in comparison to an actual
compression program.
  Second, the amount of compression that is accomplished will vary
with the data.  In backing up a database, there may be a fair amount
of empty space so the program will achieve a fair amount of
compression.   In backing up fonts, there is very little empty space
garnering only a little savings in the backup's size.

8.1)  When I installed the Norton Utilities, it asked me if I wanted to
turn FileSaver on.  Why should I do that and what does FileSaver
track?   FileSaver is a very important protection feature.  It tracks the
files that you have deleted from your drive, storing the catalog
information about those files in special files.  If you need to retrieve a
deleted document, FileSaver has all the information necessary to
completely recover that file.  Additionally, FileSaver tracks the layout
of your Volume Information Block and your directory structures.  In
the case of a major crash, FileSaver may very well be able to restore
those areas to the way they were before the crash, completely
restoring your drive to its working status.  However, FileSaver will
restore your drive to its last updated condition.  This restoration may
mean a loss of several hours of work, but should be weighed against
the potential loss of a lot of data and a lot of time in recovering the
data from the drive using other methods.

8.2)  I’m getting a message that my FileSaver files are out of date or
are damaged.  Where are the FileSaver files and how do I fix them?
FileSaver writes its information in four files--the Norton VolumeSaver
Index, the Norton CommentSaver Data, the Norton FileSaver data, and
the Norton VolumeSaver Data--that are invisible.  To fix these files,
you simply have to force an update of their information.  You can do
this by going into the Control Panels folder in your System Folder and
double-clicking on the FileSaver control panel.  In the lower right hand
corner, there will be either the word "Easy" or "Expert" and the dog-
eared corner of a page.  You want to be in the Expert mode, so if the
printed word is “Easy”, click on the dog-ear to switch modes.  In the
Expert mode there will be a central box that lists your available
volume and information about how FileSaver is acting on those
volumes.  Double-click on the volume that FileSaver was alerting you
to and a secondary window will open up.  Simply alter any status of
either the buttons or the number of files that FileSaver is currently
tracking and the "Update" button will become available.  Click on that
button and the FileSaver files will be updated.

9.1)  How do I keep Directory Assistance II from altering my
Open/Save windows?   To do this choose Open... (or Save As) from the
File menu and then from the DAII menu in the left corner (looks like a
diamond) choose ' Application Name ' Settings.   A dialog will appear -
click on the Bypass Directory Assistance checkbox  and then hit OK.
Then cancel out of the original DAII box and you will no longer see
DAII when opening files from within that Application.

9.2) How do I turn Directory Assistance II back on?  To turn DAII back
on, hold the Option Key while choosing Open...from the File menu of
the program in which you turned DAII off.   This will bring up the
DAII window.  Now, goto the DAII menu (looks like a diamond) on the
left side and choose 'Application Name' Settings.  In the dialog box that
shows up, uncheck the Bypass Directory Assistance checkbox, and then
hit OK.  That should be it.  When you close the box, DAII should show
up from then on by itself.

9.3) What does the message "Dialog too large".mean?    This will
happen on Macintoshes with 9" screens where our additional buttons
would cause the Open/Save dialog box to pass beyond the border of
the screen.  Instead of letting this happen, this message will come up
to alert you to the fact .

10.1)  I’ve heard there are additional features that Fast Find  performs
other than finding files.  What are those features and how do I access
them?   Fast Find can alter the attributes of files, such as the type and
creator codes and some of the Finder flags.  It will also allow you
directly edit the icons of your documents with a built-in paint editor.
Fast Find will additionally allow you to view any file in a raw, text-
based format.  Pages R25 - R34 of the Norton Utilities for Macintosh
2.0 Manual discusses these features in greater detail.



11.1 Contacting Symantec

Symantec Corporation
Symantec Corp.
175 W. Broadway
Eugene, OR.  97401-3003


We can also be reached through electronic mail on the following on-
line services:
America Online:  Keyword: SYMANTEC
Compuserve: GO SYMUTIL
The Symantec BBS
2400/1200/300 baud: [phone]
9600 baud: [phone]
AppleLink: NORTON.TECH

Symantec's international partners are located throughout the world.
Please call our Customer Service Center in Oregon at [phone]
for the name, address, and phone number of the international office
closest to you.