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.


