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Common Network Problems And Troubleshooting
DocumentID: 634273
Revision Date: 29-Feb-96 3:03:37 PM

The information in this document applies to:
WordPerfect® 5.1 for DOS

Problem

Solutions: Problem:
The printer does not respond to a print command.

Possible cause:
1.      Printer is not on
2.      The printer is waiting for a Manual form
3.      Printer is not on line
4.      Wrong port selected
5.      Incorrect network selected or not installed as a Network
6.      Insufficient rights in the subdirectory for the temporary print file to be created
7.      Location of printer files is incorrect

Things to check:
1.      See if the printer is on and on line
2.      Press Shift-F7, 4 and check the message. If no print jobs are listed, check PCONSOLE. Otherwise, follow up on the message displayed.
3.      Check the startup subdirectory for rights
4.      Check the port. Try using servername/queuename if using Novell.


Problem:
The printer doesn't print properly from the IBM LAN network.
1.      Extra Page
2.      Extra Form Feed
3.      Buffer light remains lit

Possible cause:
IBM LAN v 1.32 includes a Form Feed with every print job.

Things to check:
C:\>NET SHARE PRINTER=LPT1 /NFF when booting up the network

Problem:
Print jobs receive an extra form feed on DEC PCSA when using HP printers.

Things to check:
Use PTR to insert the following commands:
Reset at end of Print Job: [27]"P"current code[27]"\"
Exit and save the .PRS file.

Problem:
The printer feeds an extra page at the end of the print job when the user set "Suppress Top of Form?" to "Yes" when they selected the port.

Things to check:
Check the port that the user is using (Usually, if not NOVELL it is LPT1). Go to DOS and type:
COPY CON LPT1
This is a test {Enter}
^L{Enter}
^Z{Enter}

This will determine if WP is causing this to happen. If two sheets come out of the printer, then the problem is not caused by the WP program. Next, have the printer physically connected to the workstation, log the workstation off the network, and repeat the test. If only one sheet of paper comes out then there is a problem with the network. Otherwise the problem may be the printer.

Problem:
A PostScript printer just flashes although the port is selected correctly.

Things to check:
Use EHANDLER.PS (ships with printer disk 6 WP 5.0 and is included with WP 5.1). Copy this file to the printer port (or queue) from DOS or List Files. Then copy the following file to the printer.
showpage
^D
^Z
The second printout will list the problems. If you get a Stack Overflow or Syntax Error - write up an STR.

Problem:
The user enters WordPerfect with the supervisor's initials, "{WP," and selects a new printer, then runs NWPSETUP to update the .SET files. When they enter WP under their initials, the new printer is not listed under Shift-F7, S.

Possible cause:
1.      The .SET file that the user is going into WP with is not the one in the \WP5X\SETUP directory.
2.      The printer is not a network printer. NWPSETUP.EXE applies only to network printers.

Things to check:
1.      Check whether the user is going into WP from a menu or .BAT file. Have the user type WP/PS=(drive):\(path to setup subdirectory). If the user finds the new printer, modify the menu string/.BAT file to include the /PS option. If the user is entering WP at the DOS prompt in the user's subdirectory, then include/create a SET command that includes the /PS option.
2.      If using a local printer, go to Shift-F7, s, 2, 4 and select the appropriate .PRS file.
3.      If using Novell, check and see what .SET file the caller is accessing by using NDIR vol:filename sub.

Problem:
The system locks when trying to press "s" for select printer.

Possible cause:
The .SET file has become damaged.

Things to check:
Rename the .SET file to .OLD, exit WP, restart WP and reselect the printers. Write up an STR.

Problem:
The user receives the message, "Access Denied (temporary filename)."

Possible cause:
There are open temporary files in the directory where the user is trying to start WP.

Things to check:
Exit to DOS. Try to delete the files. They may be open, meaning the server may have to be rebooted to close the files. Delete the files.

Problem:
Tutor won't work on a network.

Possible cause:
1.      The TUTOR.COM is a macro driven program
2.      Tutorial files need to be on a R/W subdirectory
3.      Search drive needs to be mapped to the proper version of WP in the proper priority
4.      It is a single user program

Things to check:
1.      A SET command needs to be in the AUTOEXEC.BAT which may include the /NT and/or the /U switch
2.      See if there is a WP.BAT file conflicting with the WP.EXE file
3.      A path (or if using Novell, a search drive) needs to be created
4.      The tutorial files need to be in a drive/subdirectory where the user has read/write rights

Problem:
The user receives the message "Disk Error 88."

Possible cause:
This is a DOS error message that indicates that the network has disconnected from the workstation or there is an improper setup.

Things to check:
Software
1.      If using Etherlink 3c501 cards, use /NC
2.      Novell has released a NET3.COM version 2.12C which corrects this

Hardware
1.      Arcnet - Ensure that all passive hubs are terminated
2.      3Com Etherlink cards - Change from 3C501 to 3C503 cards
3.      All Cards - Possible conflict between fast machines and slow cards
4.      Possible upper memory block conflicts such as expanded memory, EGA or VGA
5.      Check Standard Arcnet64K vs Thomas Conrad 16K cards
6.      Bad cabling, bad cards, same address, distance


Problem:
The user receives the message, "Error Reading Drive F:."

Possible cause:
Same as "Disk Error 88" (see above).


Problem:
The Speller is locking.

Possible cause:
1.      The WP{WP}US.LEX file is not in the same directory as the program files
2.      The .LEX file is not flagged (ATTRIBed) as sharable read only (Banyan - use setattr +S +E)
3.      The speller is not MAPPED in the users search drive mappings
4.      The supplemental speller files are not in a directory where the user has all rights but Parental
5.      In 5.1, the WP{WP}.SPW is not in the program subdirectory with the .LEX file
6.      WP 5.1 03/30/90 problem

Things to check:
1.      Check and make sure that the situation is not as outlined in the previous column
2.      If WP 5.1 03/30/90, update


Problem:
The user receives the message, "Put WordPerfect 2 Back In Drive And Strike Any Key" or "Can't Find WP.FIL."

Possible cause:
1.      The program is looking for the WP.FIL file and is unable to find it
2.      If using a TOPS network, the .CHK file date and time returned to WP would sometimes be different from the real file date and time

Things to check:
1.      (NOVELL) Make sure that there are no volume names in the path settings
      a.      WP{WP}.ENV file
      b.      Other directory of list files (7)
      c.      Location of Files
      d.      Path for downloadable fonts
      e.      Shift-F10 path
      f.      Path for /PS/D/R/PF switches
2.      Make sure no two users are using the same initials
3.      Make sure that the program files are set to sharable read only (Novell - SRO, or ATTRIBed to +R)
4.      See if the users have used the CD command or are using option 7 in List Files to change directories which could change the mappings - Novell. The CD command temporarily reassigns the path associated with that drive.
5.      Was the building wired for mini computers, or are they experiencing brownouts or spikes in the power supply?
6.      This has been fixed on the 06/29/90 release. See the SCN. Update.


Problem:
The user receives the message, "Access Denied" periodically while working in the document.

Possible cause:
The Timed Backup feature is trying to write a backup file to a directory where the user has no rights to write a document.

Things to check:
Go to setup and do one of two things based on the customer's wishes. To use the Backup option, go to Shift-F1, 6, 1 and insert a path where the user has rights to write files, or go to Shift-F1, 3, 1 and turn off the Backup option.


Problem:
The user receives the message, "Bad or missing WPRINTER.FIL, WPFONT.FIL, WPFEED.FIL" when trying to send a print job in 4.2 on a 3Com 3+ network.

Possible cause:
1.      The printer drivers have not been defined
2.      One user is trying to print while another user is trying to modify the printer files
3.      Damaged printer files:
      {WP}SYS.FIL
      WPRINTER.FIL
      WPFONT.FIL
      WPFEED.FIL (if using a sheet feeder)

Things to check:
1.      Define a printer
2.      Flag printer files as sharable read-only
3.      The supervisor should get everyone out of WP, delete the files named, and reinstall the printers. If using a sheet feeder, they should recopy the WPFEED.FIL from the printer disk.


Problem:
The user receives "Requested Form Is Unavailable" when printing from 5.0.

Possible cause:
1.      The .PRS file does not contain the form definition
2.      Usually you will get a Press G to go because WP is defaulting to [Other]

Things to check:
The form has not been defined in Shift-F7, S, 3, 4 (Forms). Define the form. Go to Shift-F8, 2, 8, and ensure that the proper size is being selected.


Problem:
The user receives the message, "Invalid COMMAND.COM"

Possible cause:
DOS is unable to reload the transient portion of the COMMAND.COM into RAM upon exiting WP because DOS can't find it.
1.      The COMSPEC command is not first in the AUTOEXEC.BAT file or login script (Novell) (ahead of any environment commands, SET etc.).
2.      TSRs or other programs may affect the path pointing to the location of COMMAND.COM.

Things to check:
Put a SET COMSPEC command as the first line of the AUTOEXEC.BAT file so that WP uses the COMMAND.COM from the workstation as opposed to the one on the network (it may be using a different version).
For a disk drive:
      SET COMSPEC = A:\COMMAND.COM
For a hard disk:
      SET COMSPEC = C:\COMMAND.COM

Try placing a REM command before the SET COMSPEC line. This basically disables the command.


Problem:
The user receives the message, "Can't Read Drive A" on a diskless workstation.

Possible cause:
The path to the COMMAND.COM is unknown to WP.
1.      There is a volume name in one or more of the WP paths
2.      The COMSPEC command is not first in the AUTOEXEC.BAT file or is not the first command after the drive mappings in the login script in Novell
3.      The first search drive map in Novell is not to the directory where COMMAND.COM is located

Things to check:
Correct the deficiencies noted above.


Problem:
The user has a Macintosh and several IBM computers on their Etherlink network using Novell software and would like to interchange files.

Things to check:
The user must have WP version 1.03 or greater for the Macintosh and 5.0 or greater for the IBM. Save the files to the network and retrieve.


Problem:
The user receives the message, "File Creation Error" when entering WP.

Possible cause:
There may be insufficient directory entries left on the network.

Things to check:
By typing CHKVOL (Novell) at the DOS prompt you should get a listing of directory entries available for this volume as well as number of bytes available. The user will have to increase the number of entries either through the deletion of files or through the network system management routines.

Answer:

Details:


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