The Best of Select: Windows 95 Special 1/WINDOWS95_1.bin/tips/nu95-faq/nu95faq.com

Graham's TXT2COM | 1996-10-22 | 39.4 KB | 757 lines

NORTON UTILITIES FOR WINDOWS 95 FAQ

This is the Frequently Answered Questions document for the Norton Utilities for
Windows 95

0.0    WHAT IS AN FAQ (Frequently Asked/Answered Questions)?
0.1    What is the best way to get support from Symantec's online services?
1.0    What are The Norton Utilities for Windows 95?
1.1    What is the difference between NU 8.0 and NU95?

1.2    GENERAL TROUBLESHOOTING TECHNIQUES

2.0    DISK EDIT
2.1    I see a message saying I don't have enough memory to run Disk Edit

3.0    IMAGE
3.1    What does image do?
3.2    Where does Image save its information on the hard disk

4.0    INSTALLATION
4.1    General installation issues and solutions
4.2    Error expanding a file
4.3    Error loading c:\windows\system\setup.exe.

5.0    NORTON DIAGNOSTICS
5.1    Trouble getting ndiags to start
5.2    Problems when I exit ndiags
5.3    While scanning for a sound card, ndiags sometimes freezes
5.4    Some old PS/2 machines flicker or freeze during IRQ test

6.0    NORTON DISK DOCTOR
6.1    Norton Disk Doctor keeps detecting a disk write and restarting!
6.2    What are the program switches
6.3    Errors on my Stacker 4.x drive
6.4    Norton Disk Doctor finds errors in a directory where Scan Disk doesn't.
6.5    I run Norton Disk Doctor in DOS, and it doesn't find any problems.
       Yet it finds problems when I run Norton Disk Doctor in Windows.
6.6    Which disk compression utilities are compatible with Norton Disk Doctor?
6.7    How can I get rid of the NDD "splash" screen?

7.0    NORTON PROTECTION
7.1    How can I disable Norton Protection?
7.2    My system shows the wrong amount of remaining disk space on my hard drive
7.3    I keep adding files to the Exceptions list that I don't want Norton Protection to
       track, but Norton Protection keeps tracking them! What am I doing wrong?

8.0    NORTON SYSTEM DOCTOR
8.1    Why doesn't the red light on my sensor go
8.2    I am having trouble with one of the sensors. It doesn't operate correctly
8.3    The Disk Integrity and Disk Fragmentation sensors never update.

9.0    RESCUE DISK
9.1    Won't format a disk to start the operation

10.0   SPACE WIZARD
10.1   Some of the files that Space Wizard says are identical have different file names

11.0   SPEED DISK
11.1   Speed Disk keeps restarting, and it's driving me crazy!
11.2   Speed Disk only finishes a certain portion before I get a blue error screen.
11.3   Which Disk compression programs work with Speed Disk?
11.4   How can I get rid of the Speed Disk splash screen?

12.0   SYSTEM INFORMATION
12.1   Why do the final ratings in System Information's Benchmarks differ so much?
12.2   System information locks up when it goes out to check my hardware.

13.0   TUNE-UP
13.1   What programs does tune-up use to check my computer?
13.2   I've already installed Windows 95. Can I still run TuneUp?
13.3   I try to run TuneUp and it hangs at the beginning.

14.0   UNERASE
14.1   Quick View doesn't work to view a file using the Unerase utility

15.0   MISCELLANEOUS
15.1   Page Faults, General Protection Faults, dumped to the DOS, etc.
15.2   If you have Quarterdeck's Cleansweep 95

16.0   NU 95 CD
16.1   I get a message that the installation can't extract certain files,
16.2   I have an ATI graphics card and can't run the videos.


BEGINNING OF THE ANSWERS

0.0 What's a FAQ?

A FAQ, short for Frequently Asked Questions, is a compilation of the most common
questions and answers about a subject.  This is an established technique (adopted
from its widespread use on usenet) for reducing the repetition of questions and
answers posted to such online services as Bulletin Board Systems (BBS),
CompuServe (CIS), America Online (AOL), and the Microsoft Network (MSN).

This FAQ answers as many commonly asked questions about Norton Utilities for
Windows 95 as possible. That way you won't need to waste your valuable time and
money leaving a question on an online service or calling Symantec Technical
Support to learn about a readily available solution.

Symantec aggressively maintains each FAQ to ensure that it contains solutions to the
most current product support issues. You are encouraged to read the FAQ before
posting a message to an online service and incurring any charges. In most cases, you
will find an answer to your question here.

This FAQ should not replace your manual or your program's built-in help.  It is
prepared and maintained by our tech support staff. It contains answers to questions
our technical writing staff didn't anticipate.

If you were referred to this document by one of our technicians or another customer,
keep in mind that they are trying to provide you with answers to your questions in
the most convenient, least expensive for you, and most accessible way. We also
encourage you to suggest ways we can improve this or other FAQs. If you have
suggestions about how we can improve these FAQs, we want to hear from you.
Please feel free to post your suggestions on one of our online support forums.

0.1 What is the best way to get support from Symantec's online services?
In general, leave a message addressed to SYSOP (SYStem OPerator) in the
appropriate forum or folder, and the sysop or section leader will respond within 24
hours. However, the following guidelines may help you:

1)  When replying to a message, use the reply function in your online or
communications software if one is available.  (This doesn't apply to America
Online as there is no reply function available.)  Using the reply function
maintains a "thread" that ties related messages together and enables you and
other readers to easily track a subject and the resulting conversation. Threads
also provide a handy way to look up previous messages so your support sysop
or section leader won't need to keep asking you the same questions to establish
a starting point each time.

We appreciate how important your problem is to you, but remember that each
sysop or section leader probably answers dozens of questions every day and
may not always remember the detailed information you've already provided.
Please be patient.

2)  Do not send private email asking for technical help. One major reason for
providing public support through an electronic forum is so many people can
read messages and find a quick answer to their problem if the problem has
already been addressed. Private email prevents message threading, which means
the context of previous messages addressing the same subject isn't always
obvious. Remember that section leaders are volunteers and have to pay for the
mail services on CompuServe and America Online. If you send them private
mail, you make it more expensive for them to help you.  They do not receive
payment for their work.

3)  If you are asked to send a configuration file or other item that may be lengthy,
please post it in the forum.  The reasons for this are in the previous two sections.

On CompuServe, you post either formatted or unformatted messages.  Please
post configuration files in an unformatted message.  This maintains separate
lines.  Otherwise, a message is reformatted and can be very difficult to read. If
you're not sure how to post an unformatted message, simply add a space or two
at the beginning of each line to indent that section in a formatted message.  This
has the same effect.

1.0 WHAT ARE THE NORTON UTILITIES FOR WINDOWS 95?
Since 1982, The Norton Utilities have recovered more lost data than any other
utility program available.  The Norton Utilities help you safely recover more
lost data from more problem situations than any other product.

The Norton Utilities for Windows 95 provides everything you need in a 32-bit
multi-threaded computing environment need to keep your computer system
running at its peak.  Enjoy increased system efficiency, improved productivity
and the peace of mind of owning an award-winning standard for data recovery,
protection and system diagnostics.

More information about Norton Utilities for Windows 95 is available in the
Symantec File Library.

1.1  What's the difference between NU 8.0 and NU95?
Norton Utilities v8.0 is not compatible with Windows 95, particularly Windows
95's Long File Name feature. NU 8.0 is also a set of 16-bit utilities that evolved
and grew over several years. NU95 was developed from the ground up as a set
of 32-bit utilities specifically for Windows 95. NU95 does not run under
Windows NT. NU95 includes a Windows 95 pre-installation tune-up; Norton
Disk Doctor, Speed Disk, Unerase, Emergency Disk, Rescue, System Doctor,
System Information and Space Wizard. It also features a set of DOS utilities that
can run in DOS 7.0 and earlier. NU95 takes advantage of Windows 95's
multithreading capabilities to run efficiently in the background while you carry
out other tasks. System Doctor is a unique tool for monitoring system features
in real time. It can give you constant feedback about the status of over 80
different system items including disk integrity and fragmentation.

The following sections are divided alphabetically by feature and include the
most frequently asked questions about each. If you have questions that aren't
covered in the following sections, please feel free to post them in the
appropriate online forum or call Symantec Technical Support.

1.2  General troubleshooting steps
If you have a non-specific problem that consists mainly of memory errors or
general protection faults (the big blue screen), try the following suggestions to
see if they lead to a solution.

1)  To determine if it's a real mode driver.  Rename the CONFIG.SYS and
AUTOEXEC.BAT files so they do not load at boot.  Also remark out any load=
and run= lines in the WIN.INI file to skip loading these devices/applications.
Reboot the computer and test to determine if the results change.

2)  To determine if it's another running application, hit CTRL-ALT-DEL to bring
up the active task list.  End all tasks except Explorer and the program generating
the error.  This will help narrow down if another application is conflicting with
the program.

3)  The Registry files, SYSTEM.DAT and USER.DAT are the method Windows 95
uses to install 32-bit device drivers and where installed software stores
configuration information.  When "Starting Windows..." displays on the screen,
press [F8] and select step-by-step confirmation. Answer No to Load Registry
and answer yes to all other prompts.  Run tests to determine if the results
change.

4)  The video mode and acceleration can also effect running applications.  Open the
Control Panel then the System folder.  Select Performance/Graphics and set the
acceleration to none.  Run tests to determine if the results change. If the issue
resolves itself, try further adjustment of this setting in one step increments until
a balance of speed and compatibility is achieved. Additionally, you may want to
contact the manufacturer of the video card to see if an updated driver exists.

5)  To determine if it may be a Win95 setup issue, use the Win95 Troubleshooting
options to narrow it down. Open the Control Panel then the System folder.
Select Performance/File System/Troubleshooting. Systematically disable each
item to determine if any of these feature are at fault.  (disable all features/reboot
normally and see if things work properly, if yes, try each one individually to
determine which feature is at fault.)


2.0  DISK EDIT
2.1  I see a message saying I don't have enough memory to run Disk Edit, when
there is 550K free on my system.

You may possibly have a corrupt command.com file. To check this, you may
need to reinstall Windows 95 and Norton Utilities. After installing Windows 95,
create a bootable floppy disk with a good copy of command.com on it. Install
Norton Utilities again and then try to run Disk Edit. If the same thing happens,
copy command.com from the floppy disk to your hard disk's root directory and
Windows directory.

3.0  IMAGE
3.1  What does image do?

Image saves your disk's file location information (boot record, file allocation tables,
and root directory) to image.dat, which is then used by:  UnErase Wizard, DOS
based unformat and unerase.  The image.idx stores locations of image.dat and
.bak, it is hidden and read-only.

3.2  Where does Image save its information on the hard disk?

Image copies its information to the last available sector on a hard drive. If your
drive is configured incorrectly, it is possible that image could actually wind up
placing its information on the first available sector. To solve that problem, copy
image.idx to an available sector; redo its directory entry to show its new
location, then use the rescue disk to restore the MBR (master boot record).

4.0  INSTALLATION
4.1  General installation issues and solutions?

1. Delete any temporary directories created during the installation process
      (these begin with a ~SIW). Then rerun the installation.
2. If the file Windows\System\CTL3D32.DLL is other than 8/3/95 (MS
     Office has the file with a newer date):
     A)  Copy ctl3d32.dl_  from disk 1 to a temp directory on the hard disk
     B)  Use Expand to expand the file.  The syntax is as follows:
           c:\expand ctl3d32.dl_  ctl3d32.dll.
     C)  From the temp directory, copy the ctl3d32.dll to the windows\system
         directory (and over the existing ctl3d32.dll)
     D)  Rerun the installation.

3. Copy the NU95 files to a temporary directory on the hard disk and
     installing from there:
     A. Create a directory on the hard disk.
     B. Reboot into MS-DOS mode (don't just go to the MS-DOS prompt).
     C. Copy all 5 of our disks to the temp directory, using XCOPY /V.
     D. Install from the hard disk.
4. Delete or rename any older (prior to 7/11/95) copies of VERSION.DLL
     and VER.DLL.  This might be the main reason you see problems
     finding/creating/expanding SIWNVGTR.DLL and will be a good first step in
     checking install related calls.

4.2  The installation seemed to complete OK, but when the system tries to restart, I
see the following message:

        "Error loading c:\windows\system\setup.exe. Please reinstall Windows."

Install didn't change the "shell=" line from setup.exe to explorer.exe in the
system.ini file. You'll need to change this by hand. When your system first
indicates it is loading Windows 95 after you reboot, press the [F8] key to
display the DOS prompt. Use a text editor such as Edit, to open the system.ini
file. To open the system.ini file with Edit, enter the following command at the
DOS prompt:

     edit c:\windows\system.ini [Enter]

Search for a line that begins "SHELL=". Change this entry from
"shell=setup.exe" to "shell=explorer.exe", save your changes, and restart your
system.

5.0  NORTON DIAGNOSTICS (ndiag)
5.1  I'm having trouble getting ndiags to start.

When ndiags starts, it performs a quick scan of the keyboard controller.  On
machines with older BIOS chips this scan may cause the system to reboot.  To
correct this problem, run from DOS-mode with the /nokbtype switch.

If ndiags hangs when it first starts, do an F8 boot and choose command prompt
only and run again, it will know which scan caused the failure and advise the
user to skip that scan.

If Norton Diagnostics hangs while performing the IRQ Status Test and if you
own a 387 math co-processor, you may need to use Crash Recovery to bypass
this test.  Usually, you'll have to go into the interrupt configuration under the
file menu and turn off the Numeric Processor checking.  If it does freeze up, it is
not indicative of an actual problem with the coprocessor, it is a common and
normal response.

5.2  I'm having problems when I exit ndiags.

If you consistently experience problems when exiting ndiags, launch it using the
/NOSEARCH switch (skips search for hardware on your system). If this
remedies the problem, isolate the responsible search feature by enabling tests
(under the file-Options menu) one by one.  If /NOSEARCH doesn't help, use
/RESET to re-enable component identification, then add the appropriate
switches to the ndiags shortcut/properties/program line.

5.3  While scanning for a sound card, ndiags sometimes freezes when a network
card is also present.

Run ndiags /NOSEARCH, add the appropriate switches, disable sound card
scans and save.

5.4  Some old PS/2 machines flicker or freeze during IRQ test: have basic VGA
card.

Disable "Vertical Retrace" in the File-Interrupt Configuration menu.

NOTE: Pro-Audio Spectrum cards will not generate an interrupt.

Norton Diagnostics may have problems detecting or testing a computer when
there are non-standard serial or parallel ports. (Refer to the manual for a
description.)

NDIAGSx.BIN is a temp file created by the Crash Recover (like tune.con) that
prevents your system from repeating the test that made it crash.

6.0  NORTON DISK DOCTOR
6.1  Norton Disk Doctor keeps detecting a disk write and restarting! Why is it doing
this and how can I fix this problem?

A. Change the drive on which your swap file is placed. For instance, if your
swap file is on the C: drive, put it on the D: drive. To do that, open the System
Control Panel, select the Performance tab, click on the Virtual Memory button
and select the option to manage your own swap file. Change the setting to
enable a swap file on an alternate drive. Click OK to accept your changes.

B. Disable System Agent (also known as SAGE).

C. If the Norton Navigator Taskbar is enabled, disable the Diskmap in Norton
Disk Doctor.

6.2  What are the program switches for Norton Disk Doctor in Windows 95?

       NDD32 [x:] [/c] [/q]

Where:
x:    is the drive being diagnosed. Note that you can diagnose more than one
      drive at a time.
/c   Complete test, including surface test
/q   quick test includes all tests except surface test
/nocomp  Do not test compression structures
/nohost  Do not test host drives of compressed volumes

6.3  I keep getting errors on my Stacker 4.x drive under Norton Disk Doctor, but I
think the drive is OK.

You probably need to download the Norton Utilities maintenance release file
(nu95ptch.exe).

Stacker drives (which are actually files) are now treated as logical volumes. In
the pre-maintenance release version, Norton Disk Doctor erroneously reported
that the compressed volume was corrupt.  It now looks at the Stacker
compressed volume as a logical drive only.  This means Norton disk Doctor will
fix FAT, File and Directory errors. Norton Disk Doctor won't fix problems with
the CFAT (compressed Volume FAT).

CAUTION:
On Stacker drives, you can use Norton Disk Doctor for diagnosis and repair of
any noncompression related problem. However, for compression related
problems, use your Stacker software.  Don't let NDD repair any compression
related problems on a Stacker drive. Doing so could lead to data loss.

Norton Disk will test the compression structure of a Stacker 4.x drive, but it
won't fix compression problems. Norton Disk Doctor's surface scan will not
look for bad sectors on a Stacker drive. If you receive a report indicating there
are bad sectors when running Norton Disk Doctor, the error is probably a
compression problem. You should run the Stacker utility to repair such errors.

The DOS version of Norton Disk Doctor can detect Long Filename (LFN)
errors, but it cannot repair them. Use the Windows version to fix LFN errors on
a Stacked drive.

6.4  Norton Disk Doctor finds errors in a directory where Scan Disk doesn't..

Norton Disk Doctor checks for consistent file dates. If the creation data is later
than the last accessed date on a file, Norton Disk Doctor will try to repair the
error by changing the date.

6.5  I run Norton Disk Doctor in DOS, and it doesn't find any problems. Yet it finds
problems when I run Norton Disk Doctor in Windows.

There may be a problem with a device driver loading in Windows, a video
driver or some other conflict. To track down such a problem, please refer to the
general troubleshooting steps in section 1.2 of this document.

6.6  Which disk compression utilities are compatible with Norton Disk Doctor?

Norton Disk Doctor supports DriveSpace2 and DriveSpace3 disk compression
software. It doesn't support other drive compression.

6.7  How can I get rid of the NDD "splash" screen?

 Here's how you can disable the splash screen for NU95:

 1. Create a file in Notepad with the following text:

 REGEDIT4

 [HKEY_LOCAL_MACHINE\SOFTWARE\Symantec\Norton Utilities]
 "DisableSplashScreen"="1"

 2. Save the file as nosplash.reg

 3. Double-click the file to merge the registration entry

7.0  NORTON PROTECTION
7.1  How can I disable Norton Protection?

To disable Norton Protection, move your mouse cursor over the Recycle Bin
and press your right mouse button. Select Properties and click on the "Desktop
Item" tab. Remove the check in the "Show Norton Protection Status box and put
a dot in the "Standard Recycle Bin" radio button.  Click on the "Norton
Protection" tab and select "Disable Norton Protection". Select OK and Norton
Protection is disabled. To remove all traces of Norton Protection from the
registry, double-click on unprotct.reg in c:\program files\Norton
Utilities\System.

7.2  My system shows the wrong amount of remaining disk space on my hard drive.
Why did this happen and how can I make it show the right amount of space?

Norton Protection can monitor up to 1,500 deleted files. When this limit is
exceeded, which can happen when you install or uninstall a program, or the data
file used to track deleted files becomes corrupted, the reading for remaining
disk space can be erroneous. This problem is completely harmless and will
usually work its way through your system in a couple of days. However, if you
want to eliminate this problem immediately, simply right-click on the Recycle
Bin and select Empty Norton Protected Files from the menu. You can also
correct this problem by emptying the contents of the hidden recycled\nprotect
directory on your hard drive.

7.3  I keep adding files to the Exceptions list that I don't want Norton Protection to
track, but Norton Protection keeps tracking them! What am I doing wrong?

Norton Protection loads it's exclusion list when Win95 starts.  After any
changes are made to the exclusions list, you must restart Win95 for the changes
to take effect.

8. NORTON SYSTEM DOCTOR
8.1  Why doesn't the red light on my sensor go away after I run a utility or make a
change?

The sensor probably hasn't been set to update often enough to reflect the
change, or the utility that normally would update the sensor was run outside of
Norton System Doctor. There is one way to update a sensor: Run the utility
from within Norton System Doctor by moving your mouse cursor over the
sensor you are concerned about, pressing your right mouse button and then
selecting Update.

8.2  I am having trouble with one of the sensors. It doesn't operate correctly. How
can I fix this problem?

Delete the sensor and then add it to the Norton System Doctor again. This clears
up many problems you may experience with sensors in Norton System Doctor.

8.3  The Disk Integrity and Disk Fragmentation sensors never update.

This problem can caused by either a busy COM port or disk access. Load
Norton System Doctor with the /debug switch to see what is causing this
problem. Disable the offending process once you learn what it is.

9.0  RESCUE DISK
9.1  I try to create a Rescue Disk but it won't allow me to format a disk to start the
operation. What am I doing wrong?

If you have Norton AntiVirus for Windows 95 installed, disable the option that
autochecks your floppy drive on access. If you don't have NAV95 installed, try
changing the format option in Rescue to Quick Format or format the disk with
Explorer and set the format option in Rescue to "Use Available Disk Space."

10.0  SPACE WIZARD
10.1  Some of the files that Space Wizard says are identical have very different file
names even though their file sizes are the same. I'm not sure whether I should
delete these to save room.

Be careful when you select files to delete from within Space Wizard or any
other file deletion utility. Though files may appear to be identical at a very basic
level through Space Wizard's analysis, they may actually call different
functions when they are executed. For instance, Space Wizard indicates that
different Plus! Pack screen savers are identical at a binary level and posts them
in a list for deletion. However, each of these apparently identical files calls a
different screen saver. Deleting one of these files makes the screen saver
unavailable..

11.0 SPEED DISK
11.1  Speed Disk keeps restarting. It's driving me crazy!. What's wrong and how can
I fix it?

If Windows 95 is installed on a drive other than C:, perform a Shift-F5 boot,
leaving you in MS-DOS mode. Edit MSDOS.SYS in the root directory of your
hard drive with a text editor. You'll see two entries:

WinDir=C:\WINDOWS
WinBootDir=C:\WINDOWS

Your directory names may vary.  Take the contents of the directory pointed to
by WinBootDir and copy them to the directory pointed to by WinDir and
change WinBootDir to point there as well.

Alternate solutions:
1. If Windows 95 is installed on a drive other than C:, search the C: drive for
two files: user.dat and system.dat. Copy these files to the directory in which
Windows is installed. Don't copy these files if they already exist in the
Windows directory. Rename the original files on the C: drive and reboot your
system.

2. Disable System Agent and animated cursors.

11.2  Speed Disk only finishes a certain portion of the hard disk before I get a blue
error screen.

If a blue error screen displays, Win95 has detected a conflict.  The simplest way
to determine where the conflict is occurring is to close each running application
via the Task Menu (CTRL-ALT-DEL). Don't close Explorer and Speed Disk.

Run tests to determine Speed Disk runs properly without the other applications
running.  By adding back each application, you can determine which application
is at conflict and take the necessary steps to correct them.

Check to see if Cleansweep 95 is installed on your system. If it is, download and
install the patch available on one of Quarterdeck's support sites (CompuServe
and the internet at www.quarterdeck.com, for example).

11.3  Which Disk compression programs work with Speed Disk?

Drivespace 3 and Doublespace 3 for Windows 95 work with Speed Disk. No
other disk compression program is compatible with Speed Disk at this time.

11.4  How can I get rid of the Speed Disk splash screen?

Please refer to the answer to question 6.7.

11.5  The option to optimize my swap file is grayed out. Why can't I optimize my
swap file?

The leading cause of this problem is smartdrv.exe loading in your autoexec.bat
file. Simply remove the line invoking smartdrv.exe from your autoexec.bat file,
and you should be able to optimize your swap file.

The second leading cause  of this problem is the existence of a Windows 3.x
swap file on your system. The easiest way to remove this file is to disable your
swap file in Windows 95 and then re-enable it. To do that, Open the System
control panel; select the performance tab; select virtual memory and place a
check in the box that enables you to manage your own virtual memory. Select
Disable Virtual Memory and click OK. Restart your system when prompted.
After your system restarts, re-enable your swap file by doing the reverse of the
previous steps, and the option should be available.

The third leading cause is cluster size on a hard disk that won't support drives
of 128 MB or less.

12.0  SYSTEM INFORMATION
12.1  Why do the final ratings in System Information's Benchmarks differ so much?
My Pentium gets the same reading as a 486/66!

There are a number of things that can affect the performance reading you'll see
in System Information, most being settings in your CMOS or BIOS. Check the
what types of caches are enabled on your system as well as the RAM and bus
speed. All of these settings are usually done through your BIOS. Try increasing
the memory speed and enabling as many cache settings as possible. Try to
increase the system bus speed. You can also add more ram to your system's
primary and secondary caches on the motherboard as well as set aside more
memory for caching in  the Windows 95 System control panel under the
Performance tab.

Motherboard quality varies depending on the manufacturer. This variance can
result in a performance difference of 25 percent or more. Systems with different
BIOS chips can experience substantial performance differences.

12.2  System information locks up when it goes out to check my hardware. What's
wrong?

If you are using a Cyrix processor, the way the processor caches memory and
uses wait states is causing System Information to hang. Try disabling the setting
in your autoexec.bat file that enables the cache on your Cyrix processor. This
doesn't work in all situations. There is no other work around for this problem at
this time.

13.0  TUNEUP
13.1  What programs does tune-up use to check my computer?

Tuneup consists DOS versions of Norton Disk Doctor, SpaceWizard, and
NDiags. Tuneup uses these utilities before you install Windows to make sure
your disk is in good condition, that there is enough space on your hard disk and
that your system has the components necessary to support Windows 95.

13.2  I've already installed Windows 95. Can I still run TuneUp?

It's OK to run TuneUp after Win95 has been installed, but all of the utilities
available in TuneUp are also available in Norton Utilities for Windows 95. Our
recommendation is to use Norton Utilities for Windows 95 to run the utilities
you want.

13.3  I try to run TuneUp and it hangs at the beginning.

Immediately after typing TuneUp [Enter] at the DOS prompt, the computer
hangs or the computer beeps continuously and the printer repeatedly prints the
screen. If you turn off the printer, then the computer hangs.   The only way to
get it to stop printing is to reboot. Note that the Norton Utilities maintenance
release solves this problem.

This usually occurs when TuneUp was run and someone interrupted the process
at the beginning. To solve the problem:

 1. Delete the file TUNEUP.CON from the root
 2. Deltree the TUNE4494 directory from the root (the directory number varies)
 3. A. If you have installed Win95, then restart your computer in Safe Mode and
then shell out to DOS.   Don't just boot to Safe Mode Command Prompt only,
since that wouldn't load himem.sys.
      B. If you don't have Win95, then reboot and wait until you see a DOS
prompt.
  4. Restart Tuneup

14.0  UNERASE
14.1  I try to use Quick View to view a file using the Unerase utility, but it doesn't
work.

Unerase uses the Quick Viewer included with Windows 95. If you can't seem to
view a file while you're in Unerase, chances are the Quick View utility wasn't
installed during the Windows 95 installation. Go to the Add/Remove Programs
control panel, select Windows 95 Setup and add the Quick View utility.

15.0  MISCELLANEOUS
15.1  I try to run one of the utilities and I keep getting Page Faults, General
Protection Faults, dumped to the DOS prompt or other things.

Check to see if SoftRAM for Windows 95 is enabled on your system. If it is,
remove it from your system and the problem will not reoccur. If the problem
does come back, try deleting and re-enabling your swap file. If the problem still
exists, step through the general troubleshooting tips at the top of this FAQ.

15.2  If you have Quarterdeck's Cleansweep 95

Download the patch for Quarterdeck's Cleansweep 95 program and install it on
your system. Norton Disk Doctor and Speed Disk may not work until this patch
is installed. The patch is available at Quarterdeck's WWW site at
www.quarterdeck.com and also through its technical support forums on several
online services.

16.0  Norton Utilities CD
16.1  I get a message that the installation can't extract certain files, or the installation
doesn't seem to complete successfully.

Check to see if Quicken 5.0 is installed on your system. The Quicken 5.0 install
creates two backup files called system.in_ and win.in_. These filenames conflict
with the Norton Utilities installation. Change the extension on these filenames
to something else and rerun the installation.

16.2   I have an ATI graphics card and can't run the videos.

ATI has released new drivers for some of the company's faster graphics cards.
Check the Microsoft World Wide Web site for updated drivers or check ATI
technical support. The new drivers should resolve this issue.

17.0  PLEASE LET US HEAR FROM YOU
If you have suggestions for ways we can improve this FAQ, please post a note in
one of our forums. We want to hear from you and appreciate all comments.

18.0  TECHNICAL SUPPORT SERVICES

A wide variety of services are available to registered owners of
Central Point products.

ON-LINE & AUTOMATED SUPPORT SERVICES

Technical Support via on-line services is available through the
services listed below.  Use these services to converse with us
and other Central Point customers for helpful dialog, tips and
for access to files using your computer.

CompuServe Forums:  Call your local access number, available in
your CompuServe membership kit, and type GO CENTRAL at any
exclamation point (!) prompt.  We have two Forums, and if you are
using a script to log onto CompuServe, type GO SYMCPDOS for DOS and
Network products, type GO SYMCPWIN for Windows, Macintosh, and OS/2.

America Online Industry Connection:  Call your local access number,
available in your America Online membership kit.  The keyword for
our industry connection is CENTRAL.

Bulletin Board System:  Set your modem to 8 data bits, 1 stop bit
and no parity.  Dial 503-984-5366 for up to 14,400 baud access.

With our automated fax retrieval service you have instant access
to up-to-date technical articles and product information 24 hours
a day, 7 days a week.  Call this easy-to-use system from a touch
tone phone to request catalogs or up to four documents to be sent
directly to your fax machine.  Call 503-984-2490.

INTERACTIVE TELEPHONE SUPPORT

Technical Support by telephone is available through a variety of
programs designed to meet the individual support needs of users
of our products.  Telephone support is available weekdays from
6:00am to 5:00pm Pacific Standard Time.  Following is a summary
of our telephone support plans:

If you have only an occasional need for technical assistance via
telephone, our PriorityCare program gives you immediate access to
our experts on a pay-as-you-go basis.  You have two options with
this program:  Call our 800 number to charge the service fee to
your credit card, or call our 900 number and the service fee will
be charged to your regular phone bill.

Dial 800-491-2764 to charge the $25.00 service fee to your Visa,
MasterCard or American Express card.  Please have your credit card
handy when you call.

Dial 900-555-7700 to charge the $2.00 per minute fee directly to
your regular phone bill.  The first minute of your call is free.
This option is a good choice for those quick questions.

Our QuickStart support program is designed for users who need
telephone assistance getting started with their new software.
This program is also a great value if you think you may need to
make more than one or two calls to technical support.  QuickStart
gives you 30 days of unlimited telephone access to our technical
experts for $30 per person, per product family*.

PremiumCare Gold, our annual support plan, is a cost effective
solution if you frequently call technical support.  This plan
offers a full year of unlimited calls to technical support for
$149.95 per person, per product family*.

Extended plans are also available to organizations in need of
additional technical support services.  We offer a variety of
plans, ranging from toll-free priority telephone support to
extended hours and weekend support.  Please call customer
service at 503-690-8090 for more information, or to order any
one of our telephone support plans.