Virgin Tech Support Bulletin

Virgin Interactive Entertainment Technical Support
18061 Fitch Ave
Irvine, CA 92714
Phone:	(714) 833-1999
Fax:	(714) 833-2001
BBS:	(714) 833-3305 [N,8,1  up to 14,400bps]
Internet:  http://www.vie.com/



Troubleshooting The 11th Hour: The Sequel to The 7th Guest
(Last revised: 12/13/95)


System Requirements

80486DX2-66 or better, 8 MB RAM, local bus video (VL-bus or PCI), double-
speed CD-ROM, sound card with PCM sound, hard drive with 4 MB free, 
MSCDEX 2.2 or higher, MS-DOS 5.0 or higher or Windows 95, Microsoft-
compatible mouse

Recommended
Pentium processor, General MIDI sound card, PCI video card with 2 MB RAM, 
quad-speed CD-ROM

Supported sound cards
Roland MT-32, LAPC-1, Sound Canvas, SCC-1; Sound Blaster and compatibles, 
including Sound Blaster Pro/Deluxe, Sound Blaster 16/ASP, Sound Blaster 
AWE 32; Pro Audio Spectrum 16; Gravis Ultrasound; Ensoniq Soundscape.


Installation Instructions

Insert disc one into your CD-ROM drive.  From DOS, type the letter of 
your CD-ROM drive followed by a colon (e.g. D: ) and press ENTER.  Type 
GO and press ENTER.

If the game has not yet been installed to your hard drive, the 
installation program will run.  You will be asked where you would like to 
install the game.  The default directory is C:\GAMES\11H.  First type the 
drive letter to which to install the game.  Type in the path where you 
would like the game installed and press ENTER.  (Just press ENTER twice 
to accept the default directory.)

If you install the game to a directory other than the default, a hidden 
file called Z_11HDIR.11H is created in the root directory of your C:\ 
drive.  Do not delete this file or you will have to re-install the game.  
Once you complete the game, or wish to remove it from your system, you 
may safely delete this file if you want.

Once the game is installed, the sound setup utility will run.  Here you 
choose what kind of sound card you have in your system.  You must select 
a sound card for both digital sound and music.  (You can use the same 
sound card for both, of course.)  The game will not run if either of 
these is set to None or set to the wrong sound card.  If you want to 
change your sound card at some point after the game has been installed, 
change to the directory on your hard drive where the game is installed 
(i.e. CD \GAMES\11H) and type SETSOUND.


General Information

Running the game
To run the game, insert a CD into your CD-ROM drive.  From DOS, type the 
letter of your CD-ROM drive followed by a colon (e.g. D: ) then press 
ENTER.  Type GO and press ENTER.

The first screen, Welcome, is the main menu.  Click on Change Setup 
to configure the game for your system, or click on The 11th Hour Disc 1 
to begin the game.  After the groovie logo appears, the monitor adjust 
screen comes up.  Adjust the brightness control on your monitor until the 
X inside the skulls socket is just barely visible.  (It will appear in 
the skull on the far right.)  Click on the X to begin the introduction 
and the game.


The 11th Hour Demo
The 11th Hour Demo is a single CD containing one puzzle and one treasure 
hunt clue.  It also contains a non-interactive looping demo.  All of the 
troubleshooting in this document applies to the demo, as do the 
installation instructions.  The default installation directory for the 
demo is C:\GAMES\11HDEMO.


Checking the version of the game
To find out which version of The 11th Hour you are running, change to the 
directory where it has been installed (i.e. CD\GAMES\11H) and type V32 /V


Updates to The 11th Hour
As of this writing, a beta update is already available for The 11th Hour.  
This new player program can help improve performance on slower machines.  
However, it only supports 16-bit video; 8-bit and 24-bit video is not 
supported in this new player.  It is available on Trilobytes web page at

	http://www.tbyte.com/

You are welcome to try this new player if you are experiencing any 
difficulties with the game.  However, because it is beta, it is not 
officially supported by Virgin or Trilobyte until it has been thoroughly 
tested.  For the latest information on updates to the game, check out the 
above web page.


Updates to this troubleshooting guide
This document is being updated with new information all the time.  You 
can get the latest version by calling (714) 833-1999 and requesting the 
fax.  You can also check it out on the web at

http://www.vie.com/support/html/11hfaq.html


UniVBE
In order to work with the wide variety of video cards on the market, The 
11th Hour uses the universal VESA driver known as UniVBE, made by SciTech 
Software.  This VESA driver supports most existing video cards.  However, 
it may not work with every single one, especially new ones that they have 
not yet tested.   Errors such as Unable to set requested graphics mode 
generally indicate that UniVBE was unable to recognize your video card.  
If UniVBE does not support your video card, you should ask your video 
card manufacturer for a driver that brings your card up to VESA 2.0 
compatibility.  You can also check with SciTech Software for updates to 
their UniVBE program.  Their web page is

	http://www.scitechsoft.com/

Note that any version you download is shareware and should be registered.


The 11th Hour: The sequel to The 7th Guest Unresolved Problem Report
If a solution in this troubleshooting guide tells you that there is 
currently no answer or if the listed solution does not work, you are 
invited to fill out an Unresolved Problem Report (UPR) form to inform us 
of your problem.

The Unresolved Problem Report (UPR) form is used to provide 
Virgin/Trilobyte with information about your system so that we can better 
diagnose problems that may occur with the game.  The information will 
help us identify possible hardware incompatibilities and what we need to 
address in future updates to the game.

Do not use this form as a request for technical support.  For technical 
support, please call
(714) 833-1999.

There are two ways to access the UPR form.

  Fax: To request that this form be faxed to you, call (714) 263-8550.  
Press 1 to access the fax server.  Enter 235#, then press # again.  
Enter your fax number with the area code first, followed by #.  Press 
1 to confirm your fax number.  Once you have completed the form, fax 
it back to (714) 833-2001.
 
  Internet: This form is also available on the world wide web.  Just go 
to the following address:

http://www.vie.com/support/html/upr11th.html


Troubleshooting

Audio/Video Difficulties
Problem: Im getting choppy or garbled audio during the movies.
Solution: This can occur if your video card, CD-ROM drive, or CPU is not 
able to meet the speed demands of the game.  Try the following:

  If you are running under Windows 95, try running in DOS mode instead.  
Click on the Start button, choose Shutdown, then click on Restart 
the computer in MS-DOS mode.  This should improve performance.
  There are several options you can adjust in the game setup that can 
improve movie playback performance.  (Please note that you will have 
to exit and restart the game before any of these changes will take 
effect.)  First make sure that you are running with interlaced video 
enabled; non-interlaced video can only be used on the fastest systems.
  If interlacing is already enabled, try switching the game down to 
quarter-screen video as opposed to full screen video.
  Try switching the audio from stereo to mono.  This should help clear 
up the voices.
  Finally, you may need to drop from 16-bit color to 8-bit color.  All 
of the movies and game sequences will appear in grayscale in this 
mode.
  If you are still getting choppy or garbled audio during the movies, 
then, depending on the type of video card and CD-ROM drive you have, 
your system may not be able to handle the demands of the game.  (Make 
sure you meet the minimum requirements for the game!)  You are invited 
to fill out a UPR form to inform us of this problem.  If we can find 
commonalties among the systems with this problem, we may be able to 
address this issue in a future update. 
  You might also want to try out the new beta update to the game, which 
was designed for better performance on slower machines.  (See Updates 
to The 11th Hour above.)

Problem: Im getting flashing lines/video corruption at the bottom of the 
screen.
Solution: Go into game setup and turn off Hardware page flipping.  Note 
that you will have to exit and restart the game after making this change 
before it will take effect.

Problem: Video palette is corrupt.  (The colors are all psychedelic or 
corrupt.)
Solution: This can occur if your video card is not fully compatible with 
the high color modes.  This problem has appeared on the Trident and 
Hercules video cards.  From the Welcome screen, click on Change setup  
and switch to 8-bit color.  Note that you will have to exit and restart 
the game after making this change before it will take effect.

It is also possible that UniVBE may have selected the incorrect 
RAMDAC for your video card.  Run the UVCONFIG program and change 
the RAMDAC selection for the appropriate one for your video card.  
If you dont know the part number of your RAMDAC, you can determine 
this by looking at your video card.  The RAMDAC is generally the 
second or third biggest chip on the board, and you can check it 
against the list of parts the UniVBE supports to find the one the 
matches your system.  Try forcing UniVBE to use the correct RAMDAC 
with UVCONFIG once you have determined what it is meant to be.

Problem: The mouse erases the screen as I move it around.
Solution: This problem has been found to occur on Trident video cards.  
Try the following:
  Change to the directory where The 11th Hour is installed (i.e. 
CD\GAMES\11H).
  Type UVCONFIG -D27 and click on OK.
  Type GO
  Click on Change Setup and turn off Hardware page flipping.
  Exit and restart the game so this change can take effect.

Problem: There is a flickering bar on the right side of the video.
Solution: This occurs on some video cards when interlacing is turned off.  
Go back to Game Setup and turn on Interlaced video.  Note that you will 
have to exit and restart the game before this change will take effect.

Problem: During a puzzle, my mouse cursor disappears; my mouse cursor is 
shifted up, off-screen.
Solution: This problem has shown up on the Matrox MGA video cards, and 
only appears in the following puzzles: Horseplay (Foyer), Moving House 
(Music Room), Blood and Honey (Room at the Top), Railroad Switcher 
(Attic) .  To correct this, go into Game Setup and turn off Hardware 
Page Flipping.  Note that you will have to exit and restart the game 
before this change will take effect.

Problem: When I listen to the music in the Making of... portion of the 
game, a black bar appears across the screen, covering most of the 
picture.
Solution: Click on the center of the screen to return to the Making 
of... main menu and click on the music screen to return.  The screen 
will appear fully intact.

Problem: The game only runs in 8-bit color mode.
Solution: The following should work for S3-based video cards:
  Change to the directory where The 11th Hour is installed (i.e. 
CD\GAMES\11H).
  Type UVCONFIG -D27 and click on OK.
  Type GO
  Click on Change Setup and turn off Hardware page flipping.
  Exit and restart the game so this change can take effect.

This can also occur if you have an ISA video card.  The game 
requires a local bus video card to run properly.

It is also possible that UniVBE may have selected the incorrect 
RAMDAC for your video card.  Run the UVCONFIG program and change 
the RAMDAC selection for the appropriate one for your video card.  
If you dont know the part number of your RAMDAC, you can determine 
this by looking at your video card.  The RAMDAC is generally the 
second or third biggest chip on the board, and you can check it 
against the list of parts the UniVBE supports to find the one the 
matches your system.  Try forcing UniVBE to use the correct RAMDAC 
with UVCONFIG once you have determined what it is meant to be.

Problem: Im getting scratchy voices.
Solution: This can occur with certain sound drivers.  To correct this, 
change to the directory where you installed The 11th Hour (i.e. CD 
\GAMES\11H) and type SETSOUND.  Choose Select and configure digital 
audio driver.  Scroll up and select Creative Labs Sound Blaster or 100% 
compatible.   If the program can detect your sound card with this 
driver, this should clear up the scratchy audio.

Problem: The voices arent in sync with the video.
Solution: This is not caused by anything on your system.  There is 
nothing you can configure that would modify the audio synching.

Problem: I have an Ensoniq sound card and Im not getting any MIDI music.
Solution: Try the following:
  Change to your Ensoniq Soundscape directory (i.e. CD\SNDSCAPE)
  Type SSINIT
  Click on Advanced then click on MIDI
  Make sure MIDI routing is set to internal for synthesizer 
configuration.
  Exit SSINIT.
  Type MT32 OFF to set General MIDI mode.
  Change to the directory where you installed The 11th Hour (i.e. 
CD\GAMES\11H)
  Type SETSOUND
  Choose Select and configure MIDI music driver and pick 
Ensoniq Soundscape General MIDI or General MIDI (Roland MPU-
401 interface or 100% compatible)
  Choose Select and configure digital audio driver and pick 
Ensoniq Soundscape Digital Audio.  (If you get scratchy sound 
in the game, change this option to Creative Labs Sound Blaster 
or 100% compatible instead.)
  Exit then type GO to start the game.

Problem: There is no sound in some of the puzzles.
Solution: There is no sound for the following puzzles/items:
  Cubed dice puzzle.
  Earring (treasure hunt object).
  The moves in the word labyrinth puzzle.
  Beans in space puzzle (Modern art in gallery).


Lock ups
Problem: The game locks up at the first screen with the skulls.
Solution: The game is not locked up here.  The text is asking you to 
click on the X that appears in the skulls eye socket.  If you cannot 
see the X then turn up your monitor brightness until it appears.

If you click on the X and the game still doesnt continue, go 
into game setup and turn off Hardware page flipping.  Note that 
you will have to exit and restart the game after making this change 
before it will take effect.

Problem: The game locks up when it asks for another disc.
Solution: Go into game setup and turn on Require RETURN to disk swap. 
Note that you will have to exit and restart the game after making this 
change before it will take effect.  From now on, you will need to click 
the mouse or press ENTER after you change CDs.

Problem: The game locks up at a black screen after typing GO.
Solution: If you have a Number Nine video card, do the following:
  Change to the directory where The 11th Hour is installed (i.e. 
CD\GAMES\11H).
  Type UVCONFIG -L32 and click on OK.
  Type GO

For other video cards, try the following:
  Change to the directory where The 11th Hour is installed (i.e. 
CD\GAMES\11H).
  Type UVCONFIG
  Put a check by Disable linear frame buffer and Ignore old VBE 
BIOS.
  Click on OK.
  Type GO

If you experience this problem, there is a very good chance you 
will also have to turn off hardware page flipping before the game 
will run.  To do this, click on Change Setup from the Welcome 
screen.  Turn off Hardware page flipping.  Note that you will 
have to exit and restart the game after making this change before 
it will take effect.

Problem: The game locks up at a black screen when I click on The 11th 
Hour to start the game from the Welcome screen.
Solution: Go into Game Setup and turn off Hardware Page Flipping.  On 
some video cards, having hardware page flipping enabled can cause the 
game to lock up. Note that you will have to exit and restart the game 
after making this change before it will take effect.

It is also possible for the game to lock up if you click too soon.  
Wait a few seconds after the Welcome screen appears before 
clicking to continue.

Problem: Locks up in the honey puzzle.
Solution: This problem only occurs on some systems.  If the game 
continues to lock up here, you can bypass the puzzle by having your 
techno-psychic ally solve it for you.  You may also want to fill out a 
UPR form to inform us of your system configuration so that we may attempt 
to address this issue in a future update.

Problem: Game locks when attempting to enter the gamebook.
Solution: None at this time.  Please fill out a UPR form to inform us of 
your system configuration so that we may attempt to address this issue in 
a future update.


Abort/Errors
If you are getting a screen full of information after typing GO, look to 
the bottom lines of the screen for the appropriate error message.

Problem: Could not install the sound driver for digital/midi sound.  
Please check the setup using setsound.
Solution: You do not have a sound card selected, or you have chosen the 
wrong one.  You need to re-run the SETSOUND program to choose the 
appropriate sound card.

Problem: This program requires a VESA VBE 2.0 or higher compatible 
SuperVGA.
Solution: This probably means that your video card is not compatible with 
the VESA VBE 2.0 standard, and therefore, will not be able to run the 
game.  Contact your video card manufacturer to see if they have a driver 
that brings their video card up to VESA VBE 2.0 compatibility.

Problem: System does not have a linear frame buffer.
Solution: First make sure you are not in Windows.  Next, change to the 
directory where you installed The 11th Hour (i.e. CD \GAMES\11H) and type 
UVCONFIG.  Put a check by Disable linear frame buffer then exit and try 
the game again.  If you are still having problems, try booting with 
EMM386.EXE in your CONFIG.SYS file.  (Loading EMM386 seems to resolve 
this difficulty for some video cards.)

Otherwise, your video card may not be compatible with the game. 
Contact your video card manufacturer to see if they have a driver 
that brings their video card up to VESA VBE 2.0 compatibility.  If 
you cannot get it to work, please fill out a UPR form so that we 
can find out what video cards are generating this message and 
possibly address this issue in a future update.

Problem: Unable to set requested graphics mode.  Please check your VESA 
driver.
Solution: If you have a Diamond Viper video card, use the following 
instructions to enable the proper VESA support:
  Make sure that you are booting up with EMM386.EXE in your 
CONFIG.SYS.
  Change to the Viper directory on your hard drive (i.e. CD 
\VIPER).
  Type VPRMODE VESA.
  Change to the directory where you installed The 11th Hour (i.e. 
CD \GAMES\11H)
  Type UVCONFIG, then click on OK.
  Type GO.
  Click on Change Setup
  Click on Hardware Page Flipping to turn it off.
  Return to the main menu and exit the game.
  Type GO to run the game again with the new settings.
  If this doesnt solve the problem, re-run UVCONFIG to make sure 
that it selected the correct chipset for your video card.  (It 
should be P9000.)  Exit and try the game again.
  If it still doesnt work, please fill out a UPR form, so that we 
may attempt to address this in a future update.

For any other video card, try the following:
  Change to the directory where you installed The 11th Hour (i.e. 
CD \GAMES\11H)
  Type UVCONFIG
  Put a check by Ignore old VBE BIOS and Disable linear frame 
buffer.
  Click on OK.
  Type GO

If it still doesnt work, then UniVBE is not properly identifying 
your video card or your video card is not compatible with the VESA 
VBE 2.0 standard.  You can attempt to use UVCONFIG to configure the 
driver for your video card.  Otherwise, you should contact your 
video card manufacturer to see if they have a driver that brings 
their video card up to VESA VBE 2.0 compatibility.

Problem: "Unknown pixel depth, corrupt groovie2.ini file"
Solution: This can occur if you aborted the installation process before 
it had completed.  Delete the game off your hard drive then reinstall.

Problem: Unable to write to open driver for writing"
Solution: This can occur if you aborted the installation process before 
it had completed.  Delete the game off your hard drive then reinstall.

Problem: Pointing device cannot be found.
Solution: This games requires a mouse driver to be loaded before it will 
run.  You will need to locate and load your DOS mouse driver before 
running the game.  Contact your computer or mouse manufacturer for help 
loading a DOS-based mouse driver.

Problem: Your configuration has been set to 8-bit to allow safe 
booting.
Solution: See The game only runs in 8-bit color mode in the Audio/Video 
section of this troubleshooting guide.  Note that you will have to type 
GO a second time to actually start the game after your configuration has 
been changed.


Miscellaneous Questions
Problem: Do I need to register UniVBE as requested in the manual?
Solution: No.  The game installs a version of UniVBE the has been 
licensed for your use.  The CD also contains the complete install of the 
shareware version of UniVBE in the \VESA directory.

Problem: Is there a way to skip movies, cut scenes, movement?
Solution: Click the right mouse button during any of the above to skip 
the sequence.

Problem: I was using AutoMove, and I still lost the puzzle.
Solution: The AutoMove does not guarantee a win; it simply offers the 
best move available.

Problem: What happens if I deplete my techno-psychic allys psychic and 
technical reserves?
Solution: You do not need to worry about depleting her reserves.  There 
will always be enough to last through every puzzle in the game.

Problem: My techno-psychic ally will not solve the final (Pente) puzzle 
for me.
Solution: You are on your own at this point.  She cannot help you here. 








