Ian & Stuart's Australian Mac 1/Ian and Stuart's One (Australia).iso/Mac FAQs/Symantec FAQs/NUM31.FAQ

Text File | 1994-11-09 | 30KB | 652 lines

NUM (Norton Utilities for the Macintosh) 3.1
Common questions

0.0 What is an FAQ (Frequently Asked/Answered Questions)?
0.1 What is the current version and what system software is it
compatible with?


1.0  Installation Questions
1.1  Where do the NUM Files get installed?
1.2  I tried to install but it crashed with no error message.
1.3  I tried to install but it quit after asking for the Installation disk
back and told me that there was a problem with one of the disks.
1.4  What parts of NUM 2.0 are replaced by 3.0?
1.5  I tried to install but it took forever, requiring entirely too many
disk swaps.
1.6  The Apple Installer, which NUM uses, conflicts with Escapade.
Please disable that before installing.
1.7  I've tried to install but when it asks for the second disk, it doesn't
eject the first one.  How do I get around this.

2.0  Important ReadMe Notices
2.0.0  Please Note:  There are many items in the ReadMe on the
Installation disk.  Please take some time to read them.  These are
items that are not in the existing ReadMe but fit under that heading.
2.1  Warning:  Speed Disk 3.0 can cause data damage under certain
situations.
2.2  Warning:  FWB versions earlier than 1.5 can cause data corruption
with  Speed Disk 3.1.
2.3  Why doesn't the Wipe Info program work with System 7.5?
2.4  What's the fix so that Filesaver 3.1 and After Dark 3.0 will work
under 7.5?
2.5  Disk Express want's to Unachor my Filesaver files.  Can I let it?
2.6  I've just installed system 7.5.  How do I make new startup disks?
2.7  Where are Directory Assistance II, Layout +, Encrypt, and
Partition?
2.8  Do not use Speed Disk or NDD or a First Class BBS server or you
will need to restore from a current backup.

3.0  Startup Disk Builder
3.1  I did a Custom Install and it didn't ask to make boot disk.   What
do I do now?
3.2  I made a boot disk with my Disk Tools disk but it crashes when I
try to use it.
3.3  I have a system 7.5 disk tools disk but it says that it can't find an
enabler when I use it.  What do I do?
3.4. I only have a Utilities disk.
3.5  I don't have any floppy disks at all but I have a CDROM.
3.6  My CD ROM doesn't have any disk images on it at all.  What do I
do now?

4.0  Norton Disk Dr. Questions
4.1  I did a custom install and never got to make VIF's.  How do I do
this now?
4.2  I ran NDD and fixed some icons but after I restarted, my icons
have changed to generic pictures and some won't even open the
program that made them.  What do I do?
4.3  I ran NDD and it found problems that it then said it fixed but I'm
getting the same problems if I run NDD a second time.  Why is this?
4.4  I ran NDD and it flagged a file as a Serious Problem.  I got a 5,6,X
error, saying that the file had an improper length.  What does this
mean?

5.0  Norton Fastback Questions
5.1  How come NFB doesn't do the same things that Backup did?
5.2  I'm trying to backup to a server but NFB will only backup to the
root level. Can I get around this?
5.3  Will Norton Fastback support my Norton Backup 2.0 sets?
5.4  What is the difference between a differential backup and an
incremental backup?
5.5  I'm doing a backup but I can't see that there is any error
correction going on.  Is there?
5.6  I'm doing a Files I Choose first but when I try to do an update of
this set, it's not remembering the files I selected.  What's going on?

6.0  Norton Speed Disk questions
6.1  Warning:  Do not use SD 3.0.
6.2  I ran SD but I got a message saying that there were defective
sectors on the drive.  I fixed them but I still can't optimize.  What can
I do?
6.3  I ran SD and it was optimizing along when it stopped and said that
there was a problem with my drive and I should backup and reformat.
Why is this?


7.0  Norton Filesaver and Prevention Questions
7.1  Upon shutdown/startup, I'm getting a Filesaver scan that is taking
too long and is telling me that I have damage on my drive and I
should run NDD to fix it.  What is this?
7.2  I am getting errors on shutdown that FS cannot update my files.
What can I do?

8.0  Norton Unerase
8.1  I'm getting a strange Lost and Found folder on my hard drive.
What is it from?
8.2  I don't seem to be getting as many files as I used to with NUM 2.0.
Why is that?


9.0 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 aggressively 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 offense to this.  We
are trying to provide the answers in the best possible way.

0.1 What is the current version and what system software is it
compatible with?
NUM 3.1 is the current version and is compatible with System 7.0 and
above, including system 7.5.  You must have System 7 in order to run
NUM 3.1.

4mb's or RAM is suggested as well.



1.0  Installation Questions

1.1  Where do the NUM Files get installed?
The Norton Utilities 3.0 installation places several files on your hard
disk.  All applications are located in a folder entitled Norton Utilities
3.0.  FileSaver and DiskLight, which are control panels, are located in
the Control Panels folder in your System Folder.  The Norton Fastback
Scheduler extension is located in the Extensions folder in your System
Folder.  Finally, an alias to Fast Find is created and placed
automatically in your Apple Menu Items folder.


1.2  I tried to install but it crashed with no error message.
In this case, first try reinstalling with extensions off.


1.3  I tried to install but it quit after asking for the Installation disk
back and told me that there was a problem with one of the disks.
In this case, there is probably a damaged disk.  Contact tech support at
the number below or at any of the online services and ask for a
replacement set.


1.4  What parts of NUM 2.0 are replaced by 3.0?
Only Filesaver and Disklight are replaced by new versions.  The older
versions of Directory Assistance and Norton Partition and Backup
Scheduler are left alone as there are no direct replacements for them.
Also, the NUM 2.0 folder, with all it's applications will also remain
untouched.


1.5  I tried to install but it took forever, requiring entirely too many
disk swaps.
This can be caused by either WYSIWYG (4.0)  or Thunder 7 1.5.4 being
present.   Easiest solution is to restart with extensions off and retry
the installation again.


1.6  The Apple Installer, which NUM uses, conflicts with Escapade.
Please disable that before installing.


1.7  I've tried to install but when it asks for the second disk, it doesn't
eject the first one.  How do I get around this.
This was only a problem with the installer in NUM 3.0. versions and
was fixed with the release of 3.1.  If you have NUM 3.0, please call
customer service at 800-441-7234 or on the online services listed
below and request the update to 3.1.




2.0  Important ReadMe Notices


2.0.0  Please Note:  There are many items in the ReadMe on the
Installation disk.  Please take some time to read them.  These are
items that are not in the existing ReadMe but fit under that heading.


2.1  Warning:  Speed Disk 3.0 can cause data damage under certain
situations.
Symantec announced that it has discovered a technical problem that
can cause data loss, with the Speed Disk module of the Norton Utilities
for Macintosh 3.0.  Customers should not use Speed Disk until an
update of the program is made available.  Norton Utilities for
Macintosh Version 3.0 first shipped in August and, at this time, the
problem has been reported in less than a fraction of a percent of all
units shipped.  Symantec has suspended shipments temporarily and
will replace all products in retail stores with a 3.1 version.

This does not affect the Norton Utilities for PC's, or any of SYMANTEC's
other MAC, DOS or Windows products.  The only affected product is the
Norton Utilities for Macintosh version 3.0.


2.2  Warning:  FWB versions earlier than 1.5 can cause data corruption
with  Speed Disk 3.1.
Users of FWB's Hard Disk Toolkit versions 1.5 or earlier may suffer
problems when using software that performs data transfers of greater
than 32 megabytes. Problems using these early versions of Hard Disk
Toolkit could occur with disk optimization programs or other programs
that move or access very large blocks of data. A small number of
instances of data loss have occurred when using the old driver with
Speed Disk 3.1 in a very limited set of circumstances. The set of
circumstances only include machines with 32 megs of available
memory (or greater, and it cannot be RAM doubled memory or virtual
memory), 32 megs of free space (or greater) on the drive being
optimized, and HDT's driver version 1.5 or earlier.

This is not the issue that was resolved in version 3.1 of Speed Disk.
This driver problem is fixed by updating to the newest version of
HDT's software (version 1.6). It is unlikely that a substantial number
of programs transfer data in chunks of 32 megs or greater, but we
strongly suggest contacting FWB for the newest software to avoid any
other potential problems with other software (however unlikely). This
isn't a problem with Speed Disk, but all users should verify that they
are using the most recent version of their hard disk driver.

I would suggest that you contact FWB and upgrade to the newest
version of their driver. FWB can be contacted directly at 415 474 8055


2.3  Why doesn't the Wipe Info program work with System 7.5?
This is a windowing issue that we are diagnosing.  It was not a
problem with the last pre-release version testing we did with 7.5 but
is with the released version of 7.5.  We're looking into it but no date
for a fix is available at this time.

As a work around, you can drag/drop onto an the icon/alias of the
program.  That should work fine for wiping files and unused space on
a drive.


2.4  What's the fix so that Filesaver 3.1 and After Dark 3.0 will work
under 7.5?
There's a known conflict with the Apple Menu Options.  Here's the
suggested getaround from Berkeley: "The problem we have found is a
conflict between Norton FileSaver, After Dark 3.0 and Apple Menu
Options.  The work around is to turn off "Remember Recently Used
Items' in Apple Menu Options.  If this does not help you, please call
technical support (Berkeley) so we can do some testing."


2.5  Disk Express want's to Unachor my Filesaver files.  Can I let it?
FileSaver itself can live with that, but if DiskExpress moves them, then
Disk Doctor, UnErase, and Volume Recover won't recognize them.  The
header of each FileSaver file contains a signature, the time it was last
updated, and the exact sector number at which the file begins.

Also, after the disk has been optimized, all of the information is wrong
anyway, so FileSaver must be told to update itself.  Speed Disk does
this for you as soon as it finishes, but when using another optimizer,
you need to hit FileSaver's "Update Now" hot key (installed default is
command-option-F) when the Disk Express II optimization is finished.


2.6  I've just installed system 7.5.  How do I make new startup disks?
If you already made startup disks that work with your Mac, there is
no need to make new ones just because 7.5 has been installed.  The
perviously made disks will work fine.


2.7  Where are Directory Assistance II, Layout +, Encrypt, and
Partition?
On the removal of Layout Plus, Norton Encrypt, Norton Partition,
Directory Assistance II and KeyFinder...

This new version of Norton Utilities for Macintosh is designed as a
focused utility package, specifically providing the best disk repair and
data recovery available.  Layout Plus, Norton Encrypt, Norton Partition,
Directory Assistance II and KeyFinder are productivity-enhancing
tools rather than disk repair/data recovery tools.  Owners of previous
versions of Norton Utilities can still enjoy these features, since
installation of Version 3.0 leaves the modules intact and available for
continued use.

Regarding specific modules...

Layout Plus modifies a Finder resource that is not present in Finder
versions after System 6.  In addition, some functionality built into
System 7 is similar to functionality provided by Layout Plus.

Norton Partition and Norton Encrypt:
Significantly more powerful security features are now available from
Symantec in Norton DiskLock for Macintosh.

Directory Assistance II:
Apple's System 7.5 incorporates some of the features of Directory
Assistance II directly into the system software.

Key Finder:
Key Finder is a desk accessory and not a data loss prevention and
repair utility.


2.8  Do not use Speed Disk or NDD or a First Class BBS server or you
will need to restore from a current backup.
If you tell NDD to Fix all of the problems that it reportson a server
running First Class BBS software, then the BBS will no longer operate
and the sysop will have to restore his BBS server from a backup.

You should never run Speed Disk on a First Class server disk, because
it hard-codes some files to the exact sectors that they are located in.



3.0  Startup Disk Builder

3.1  I did a Custom Install and it didn't ask to make boot disk.   What
do I do now?
You can run Startup Disk Builder from your hard drive.  Be sure to
have the disks handy that it tells you you will need.

3.2  I made a boot disk with my Disk Tools disk but it crashes when I
try to use it.
This is most often caused by having a system 7.0.0 Disk Tools disk,
which often contained a system 6 system file.   Easiest test for this is
to boot the computer from the Disk Tools disk and select About This
Macintosh from under the Apple Menu.  That will tell you what
system software is on the Disk Tools disk.  If you do find that you
have system 6 on that disk, you can sometimes use the Installation
disks to do a 'minimum install' onto a floppy disk.   Then rename that
disk to Disk Tools and use that with Startup Disk Builder.


3.3  I have a system 7.5 disk tools disk but it says that it can't find an
enabler when I use it.  What do I do?
You can make a new bootable disk with the 7.5 Disk Tools disk and
Startup Disk Builder.   First verify that the 7.5 Disk tools disk you are
using will boot the computer you are making the Norton disks for.   If
it does, then, in Startup Disk Builder,  select Other from the 'Mac to
make the disk for' list rather than your specific computer.


3.4. I only have a Utilities disk.
This is usually an issue on Performas.  Make a copy of that disk and
rename the copy Disk Tools.


3.5  I don't have any floppy disks at all but I have a CDROM.
On the CD ROM, there will be either an Images folder, Backup CD
folder, or Utilities folder that contains the Disk Tools image.  Make that
image and you'll be able to use that with Startup Disk Builder.


3.6  My CD ROM doesn't have any disk images on it at all.  What do I
do now?
Apple has begun to ship some Mac's with no floppies and no images on
the CD.  The only way around this is to call Apple or your local dealer
to see if you can get your hands on a bootable 7.5 Disk Tools disk to
use with Startup Disk Builder.



4.0  Norton Disk Dr. Questions
4.1  I did a custom install and never got to make VIF's.  How do I do
this now?
If you open the Norton Utilities main menu, under the Options menu,
you'll have a Create VIF files choice.  That will allow you to make VIF's
of all mounted volumes.


4.2  I ran NDD and fixed some icons but after I restarted, my icons
have changed to generic pictures and some won't even open the
program that made them.  What do I do?
This is often due to Norton's sensitivity to icons that do not follow
Apple standards to the letter.  In these cases, NDD will 'fix' the icons to
match Apple's guidelines but this may cause them to become generic
or not to function correctly.  Here is a suggestion:

To delete the desktop files, open Norton Disk Editor and choose to open
the volume that had the problem.  After the drive is analyzed, you will
see a 'Directory' window.   Verify that you're choosing to 'View by
Name' and look down that window until you see the file called
'Desktop DB'.  Click on the first desktop file once to highlight it.  Hit the
Info button at the top. In the information window that appears,
uncheck "Is Invisible" and add the word Old to the beginning of the
file's name.  Repeat this for the Desktop DF file.

Rebooting from your hard disk, your Mac will rebuild the desktop
automatically.  Let it do that. Then delete the old, now visible desktop
files.


4.3  I ran NDD and it found problems that it then said it fixed but I'm
getting the same problems if I run NDD a second time.  Why is this?
When a problem says it's fixed but then shows up on subsequent runs,
it may be that there is a weak sector on the disk.  In this situation, you
can backup and reformat as that will usually mark out the sector or
you could try the NDD Media Check with it set for read/write testing
as that may also find the sector.  One note of caution on this.  Be sure
to have a backup when running ANY diagnostic program that writes
data to your disk.


4.4  I ran NDD and it flagged a file as a Serious Problem.  I got a 5,6,X
error, saying that the file had an improper length.  What does this
mean?
The Norton Disk Doctor error 5, 6, X indicates that NDD has discovered
a discrepancy between some of the pieces of your catalog directory for
the specific file that is mentioned.  NDD will not repair this
discrepancy.  The reasoning is that there is no way that NDD can
determine if it needs to lengthen or truncate that file to make it
correct.  NDD is comparing two sets of values at this point.  One is a
single value that simply states the total phsyical length of the fork of
that file.  The other value is a series of blocks that are the actual data
locations (and since a fragmented file will be split up across the drive,
these locations may not be contiguous).  The error comes about as a
result of the first value not being equal to the sum of the lengths of
each of the actual data pieces.  Again, since there is no way for NDD (or
for any utility available) to know whether or not it should truncate or
lengthen the physical length value, it simply warns you that there
may be a problem with that file.

There also may not be any problem with that file.   NDD is flagging
them because they are not correct as far as their catalog directory
information is concerned, but they may still be completely useable by
their parent application.  The easiest solution is to simply open the
target file with the parent application and do a "save as" command and
save it as a completely new file (thus making the operating system
write a new catalog entry for it).  Then delete the old file and
everything should be fine.



5.0  Norton Fastback Questions
5.1  How come NFB doesn't do the same things that Backup did?
NFB is not an upgrade. It is a NEW product. We replaced the Norton
Backup with Fastback. We improved the interface by quite a ways,
and added features that where highly asked for by our users. But it is
still a new addition from a product point of view, and we will be
adding more features and improvements according to your opinions.
Some advantages over Backup are Finder format copies, shorter
backup times, and lower memory requirements, not to mention
support for tape units and self expanding backups.


5.2  I'm trying to backup to a server but NFB will only backup to the
root level. Can I get around this?
This is the way the program works at the moment.  There is no way
around this at this time but we're aware of the desire for this ability
and are working on making it a part of future releases.


5.3  Will Norton Fastback support my Norton Backup 2.0 sets?
By including Fastback in Norton Utilities, we've provided users with
the best backup solution available.  Norton Utilities' new Norton
Fastback offers features such as tape backup, compression based on
DiskDoubler technology, and creation of self-extracting backups.
However, Norton Fastback cannot read backups from Norton Backup
2.0.  Owners of Norton Utilities Version 2 can still restore backups
from Norton Backup, since installation of Version 3.0 leaves that
module intact and available for continued use.

5.4  What is the difference between a differential backup and an
incremental backup?
Differential and Incremental are explained in the manual on page 13-
13.  However, here are more details.

In order for NFB to create .diff or .incr files, it must have a .full backup
to compare to.  Once the full is completed, a differential will backup all
changed files since the last full backup.  The incremental will backup
files that have changed since any last backup (full, diff, or previous
incr).

In either type of backup, due to the way that Fastback stores
information about changed files, you must have a full backup first.
This is different from either Backup or SUM II in that those programs
stored all the information about a particular backup in the single
backup file itself.


5.5  I'm doing a backup but I can't see that there is any error
correction going on.  Is there?
Norton Fastback will compare after backup if you set an option in the
backup preferences when you have a tape drive selected as your
destination.  If you do not have a tape drive selected as the
destination device, the Use Error Correction option that is set in the
Preferences window will verify the backups as written.


5.6  I'm doing an All Changed Files but when I try to do an update of
this set, it's not remembering the files I selected or adding new files
I've selected.  What's going on?
With Norton Fastback, changed docs are only recognized after a full
backup, not the other way around.

Simplest scenario:Do a complete backup.  Change file or add files.  Do
an All Changed to get those changed files.  If you also select Keep
Newer under preferences, then you'll get a differential backup that
will include all changed files since that last Full backup.  If you change
more files, then do another All Changed backup with Keep Newer
selected, you'll get, again, all changed files from the last Full,
_including_ the files you backed up in the first All Changed plus the
newer changed files.  So, once the second backup is complete, you can
delete the first Changed or keep it till you've done a third and then
delete it so that you have at least one fallback file incase the latest
gets damaged.   I hope that clarifies the backup process with Fastback
some.



6.0  Norton Speed Disk questions
6.1  Warning:  Do not use SD 3.0.
Symantec announced that it has discovered a technical problem that
can cause data loss, with the Speed Disk module of the Norton Utilities
for Macintosh 3.0.  Customers should not use Speed Disk until an
update of the program is made available.  Norton Utilities for
Macintosh Version 3.0 first shipped in August and, at this time, the
problem has been reported in less than a fraction of a percent of all
units shipped.  Symantec has suspended shipments temporarily and
will replace all products in retail stores with a 3.1 version.

This does not affect the Norton Utilities for PC's, or any of SYMANTEC's
other MAC, DOS or Windows products.  The only affected product is the
Norton Utilities for Macintosh version 3.0.


6.2  I ran SD but I got a message saying that there were defective
sectors on the drive.  I fixed them but I still can't optimize.  What can
I do?
Basically nothing.  The "fixed" files were created by Speed Disk (or
some other disk utility) where it found a defective area on the disk --
something is wrong with the physical disk surface so that data cannot
be written reliably and perhaps not even read.  The "fixed" files were
created as invisible do-nothings so that nothing else would try to
create a file at that location.  In order to continue to optimize the
drive, you'll need to backup and reformat the drive.  To get around the
defective files, be sure to delete the Bad Blocks folder that SD created
(if you choose to fix the drive from SD) or SD will just think that the
drive is still bad when it finds those files that it created.

6.3  I ran SD and it was optimizing along when it stopped and said that
there was a problem with my drive and I should backup and reformat.
Why is this?
First try increasing the memory allocated to SD up to 3000k.  Run it
again.  If that doesn't help, then the problem may be due to the
following:

If the error came up during optimization (rather than during the
Verify Media stage), it usually 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' or 'weak' sector on the disk.  A marginal sector is one that
passes a simple read check but may fail during heavy use.  I would
normally suggest backing up and reformatting, but there are other
circumstances that apply.

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.  You can also try to locate the bad sectors by
setting NDD's Verify Media option to perform a Read/Write check on
the drive.  This is done by selecting Preferences from the Edit menu
and then setting the Check Media Preferences to perform a
Read/Write/Verify test and then selecting Verify Media from the
Tools Menu.  A backup would still be highly recomended.

Also, if the drive is external, you may want to check the termination
and the cabling.  A loose cable or incorrect termination could also
cause a failure in the test.



7.0  Norton Filesaver and Prevention Questions
7.1  Upon shutdown, I'm getting a Filesaver scan that is taking too long
and is telling me that I have damage on my drive and I should run
NDD to fix it.  What is this?
This is a new part of Filesaver called Prevention.  It is performing a
Disk Dr. scan in order to warn you if there may be problems
developing.  More information on setting the preferences for this new
item can be found on page 9-6 of the manual.


7.2  I am getting errors on shutdown that FS cannot update my files.
What can I do?
You should delete your FileSaver files and create new ones with the
FileSaver control panel. To delete them, open Norton Disk Editor. Open
the volume that had the problem. After the drive is analyzed, you will
see a 'Directory' window. Look down that window until you see the
'Norton FS Data' file.  Click on that file once to highlight it. Hit the Info
button at the top of the window.  Un-X the Is Invisible box and add
the word OLD to its name.  Repeat this for the other 2 or 3 Norton files
(Norton FS Index, Norton FS Volume, Norton FS Volume 2, and Norton
FS Comment).  Reboot from your hard disk, open FileSaver and make
sure that the disk is being protected.   Then delete the now visible
files.



8.0  Norton Unerase
8.1  I'm getting a strange Lost and Found folder on my hard drive.
What is it from?
The Lost and Found folder is created by NUM when it finds files that
don't seem to belong to any folder.  Rather than assume that they go in
some specific place or delete them out of hand, it creates this folder
and then names these orphaned files sequentially.  If the files there
are not something you recognize or want, just delete them.


8.2  I don't seem to be getting as many files as I used to with NUM 2.0.
Why is that?
NUM 3.1 now defaults to searching only the erased data space on a
drive.  If you wish to recover from the used area, then you must check
that box in the Search Again window.

9.0 How to reach 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.