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File Corruption/Damage Questions and Answers
DocumentID: 642295
Revision Date: 29-Feb-96 8:18:44 PM

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

Problem

Symptoms: If CHKDSK or a disk utility indicates that there are no problems with a disk, does that mean that there is no file damage present? Or, do these utilities just reveal information about the disk and nothing about the files on the disk? Solutions: Disk utilities such as CHKDSK or Norton do not analyze data file structures from any product. Therefore, damaged files could still exist on the disk. The disk utilities will give information about the disk structure, but files on that disk may still be damaged. Even if the utilities report errors and the customer corrects the disk errors, this probably won't have any affect on files that were damaged.

Question:
Does DOS actually handle all writing and reading to and from the disks for WordPerfect, or does WP do some, all, or none?

Answer:
WordPerfect only supplies data to be written to disk to the operating system or makes request to the operating system to retrieve data from a media source. This applies to DOS, Windows, UNIX, VAX, etc. The data can be saved by the operating system, by intercept disk cache algorithms, or by TSRs.

Question:
What causes document damage to occur?

Answer:
WordPerfect can cause document damage for several reasons, all of which have been fixed with interim releases. As new software becomes available, there will likely be more reasons that file damage may occur. However, in the vast majority of the cases, the bulk of document damage has been shown to be related to the user's configuration of the environment, hardware, TSRs, operating systems, etc.

WordPerfect Corporation's software is extremely stable and clean. Customers who call about document damage problems will usually admit that this is the first time they've had a problem. If it isn't the first time they have experienced the problem, it is found that the file damage is related to something other than WordPerfect software in over 99% of the situations. The specialists have found that WordPerfect is exceptional software. There really aren't any comparisons to WordPerfect's ability to create, modify, and complete projects without damaging files in the process. Each new interim release of WordPerfect includes changes which correct problems that are caused by external factors, such as problems with operating systems, etc.

WordPerfect also has the ability with each new interim to transparently fix certain types of file damage regardless of the source. The user is not even aware that this process occurs. The specialist's confidence in the stability of WordPerfect's code cannot be over-emphasized.

Question:
Can document damage be related to lost allocation units in the WordPerfect program files?

Answer:
No, this type of damage may lock the program or cause errors such as "Can't Find WP.FIL" after WP.EXE detects faults in the code. WordPerfect does have, to some extent, some verification of the executable code prior to execution and after loading which prevents catastrophic data loss. The concept of self-testing our own software during run time is singular in software industry.

Question:
How can document damage be prevented?

Answer:
There really isn't a surefire list of guidelines for the prevention of document damage

In most instances of document damage, you must be able to duplicate the problem to determine its cause. Often a copy of the file will reveal clues as to the source of the problem. Once the source is identified, the procedures for preventing future occurrences of the damage can be determined. Guessing about the potential causes of file damage is usually unproductive.

Question:
What is the best method of repairing damaged documents?

Answer:
A utility which repairs the damaged files is usually the most time-effective and cost-effective. However,

we can't suggest utilities by names to our customers. It is impractical and impossible to help customers fix files over the phone, considering the time it would require to help the customers use a binary editor. That is why files are required when helping customers who have damaged files.

Question:
What are the most common symptoms of damaged files?

Answer:
1.      Control codes in the file.
2.      [Unknown] codes in the file.
3.      Locking when using the file.
4.      Strange or nonsensical error messages when using the file.

NOTE:      Very often, a file which was thought to be damaged is actually clean, and the problem may be related to another feature of the program which may not be working properly. This is often the case if the file works fine in WordPerfect 5.1 for DOS but causes problems in WordPerfect 5.1 for Windows or vice-versa. This is why a feature specialist should first work with the file to determine if the problem is related to a fault in the software or if the file is actually damaged.

Question:
Are there circumstances where [Unknown] codes may not be indicative of damage?

Answer:
Yes, if the document is created in WP 5.1 and then retrieved into WP 5.0 or a similar situation, you may see [Unknown] codes in the file. Unknown codes that appear in a WPWin document as a result of WP DOS features that are not available in WPWin can be deleted. Unknown codes that appear because of document damage usually cannot be deleted.

Question:
Are there any specific error messages which are always or usually indicative of file damage?

Answer:
Yes, the error message "Divide Overflow" when retrieving the file can indicate file damage. Also, the error "Not Enough Room To Retrieve Text" when retrieving the file can indicate file damage if the user can show that the disk contains free disk space equal to at least twice the size of the file.

Question:
When customers take a damaged document into a program editor in an attempt to fix the file, what do they look for?

Answer:
WPCorp offers a "Developer's Toolkit," which details the complete internal structure of all data files. This includes all the codes and structures for WordPerfect documents.

Files are composed of two sections, the file prefix and the document portion appended beneath the prefix. The prefix contains information such as the file's selected printer, a list of font tables, styles, document initial codes, the data for any graphics in the file, and some additional packets.

The document includes everything the user types during normal editing sessions along with additional formatting codes which are mingled with the document text. A single code such as a [Indent] code will not appear as [Indent] in the binary editor, it will appear as a series of line draw and control code characters of approximately 12 bytes. These codes will make no sense unless the customer has the Developer's Toolkit or the experience to determine what codes look out of the ordinary or suspicious. As another example, a WordPerfect table in binary mode is about 1/8 text and 7/8 code. Such code is incredibly tedious to work with, even for a person with years of experience with the Developers Toolkit and a working knowledge of WPCorp file structures.

Question:
What causes a file to "loop?" For example, the customer scrolls through the document and all of the sudden the cursor is at the top of the document again. Is this indicative of pull-down menu damage?

Answer:
This type of behavior can be caused by any type of file damage. However, pull-down menu damage does not affect the file structure in this manner. There are two reasons for a file to loop. The most common reason is a WP code that is not removed from the file at the time the file is saved. When a file becomes damaged a series of repositioning codes can be inserted into the document by the WP screen formatter as the formatter moves across a damaged area. These codes are usually placed at the bottom of the document when the file is damaged. The second cause of such behavior can be a series of invalid code strings for which the formatter cannot format, but does manage to get enough information to cause the formatter to "cycle" back to the top of the document.

Question:
What programs do the specialists use when repairing a damaged file?

Answer:
Problem Resolution uses CW.EXE, an internal program supplied by development to aid in determining damage. The programs PFXLOOK, PFXECTMY, and the office CALC.EXE programs are also used.. The Developers Toolkit is used to interpret the data.

Question:
How is the problem's origin identified?

Answer:
If you have ever noticed footprints in the snow, you have probably tried to determine whose shoes the footprints belong to. Damaged files contain footprints. These footprints can sometimes tell us what stepped all over the file and caused the damage to appear.

We determine what footprints are left by what type of problem through research with the customer, attempting to duplicate the problem, and reviewing the circumstances surrounding past occurrences. Without actually duplicating the problem we cannot determine the precise cause. In addition, we use basic troubleshooting to determine possible conflicts with machine configurations or specific anomalies.

Question:
What is the most tactful way to tell a customer that their file may be damaged?

Answer:
It is very difficult to determine if a file is damaged over the phone. If a customer sees [Unknown] codes, then there is a very good chance the file is damaged. However, a customer may use words that described a damaged file when actually that file is not damaged at all. The best method for indicating a problem with the file is to start by isolating the file.

For example, you could say, "It appears, Mr. Johnson, that this problem is specific to this file. If you will send the file to me, I can give the file "hands on" attention to see if I can isolate the specifics of the file's problem."

Question:
Can damaged WP files be salvaged with utility programs such as Norton or PCTools?

Answer:
Yes and No. Norton doesn't fix files, yet they may claim to. PCTools offers a utility called FILEFIX and there is a utility on Compuserve called WPMD. Development is looking into the possibility of adding file-fixing capability to WPCorp products. Perhaps ConvertPerfect will include the option to filter and clean files if the Board of Directors finds this to be a good idea. It is being considered.

Question:
Are there any tips and tricks that could be used over the phone to help a customer salvage any or all of their data?

Answer:
If the user had a utility it would be helpful. Unfortunately, most files can't be fixed over the phone. However, the Space Bar retrieval method can be used to attempt to fix a file's prefix. If the file has a problem with a prefix, you can force WP to compile a new prefix by one method only--block and delete the document, then restore it to a new document screen. (An alternate method can be used in WordPerfect for Windows--you can try using Cut to remove the text from the document, then use Paste to place it in a new document window.) Although a document screen can be completely deleted, the old prefix of that document screen is there, but it is transparent to the user. By restoring a deleted block to a new screen, WP is forced to compile a new prefix when the file is saved based upon the information found in the restored block. Blocking and moving data to a new screen carries with it portions of the original file's prefix. Retrieving files into one document screen or the "Space Bar retrieve" method does not create new prefixes. The prefix packets are combined, and therefore a deletion of matching or redundant prefix packets take place. This can fix some problems with file prefix damage. ConvertPerfect Development does not want Support to use any Convert feature of WP to fix files. This method tends to really mess up the document formatting and thereby leads the user to believe that WP is altering the document.

Question:
What are the most common situations where a WP product is known to cause file damage?

Answer:
-      Pull-Down Menus prior to WP 5.1 03/30/90.
-      Shortened file prefixes or "Not Enough Room On WP Disk To Retrieve Text" - prior to WP 5.1 12/31/90.
-      File prefix data copied into file such as the printer name - prior to WP 5.1 08/20/90 and WP 5.0 05/30/90.
-       Various types of table damage prior to WP 5.1 12/31/90.
-      Unknown (5Bhex) packets in WPWin file prefixes which appears to have been corrected in the 04/30/92 version of WPWin. These types of files will be very large, and may not contain a graphic which would justify a file size approaching 100K to 1M when it's only a 2-page document.

After file damage has occurred, additional problems may result as the user continues to work with the file. A pothole usually gets bigger until it's fixed.

Question:
What can operators can do for customers who have damaged files?

Answer:
Report the problem. It may be that the user has discovered a problem with the software. If it can be duplicated, it can be corrected, thereby solving the problem for literally millions of other users. Reporting the problem allows operators to move on to other customers, and it allows the trained specialist to handle the problem. If the problem can't be duplicated and the user is looking for hints, Problem Resolution suggests that an STR be entered.

Question:
What are the steps taken with a file damage STR?

Answer:
Submit the file and a description of the problem to Problem Resolution. These STRs should be submitted with a keyword which most closely relates to the problem/feature the user has experienced. The feature specialist will determine if the problem is related to a fault in the software or if the file is damaged. If the file is damaged, it will be re-assigned without objections to a specialist who will then review the file. As to what happens at that point is currently being considered and determined from time to time by WPCorp management. The specialists will follow whatever the directive is from those managers.

Answer:

Details:


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