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Troubleshooting The Sticking Shift Key Proble
DocumentID: 635070
Revision Date: 29-Feb-96 3:03:44 PM

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

Problem

Solutions: Some BIOS versions, keyboards, and TSRs can cause WordPerfect 5.1 for DOS to act like the Control, Alt, or Shift key is stuck. Common symptoms are:
1.      Function keys give different commands than they should (F3 gives Switch instead of Help).
2.      Characters appear in uppercase (although Caps Lock is Off).
3.      In menus, pressing a key does nothing or returns the user to the previous menu when they use the number keys.
4.      Designated "arrow" cursor keys insert numbers (2, 4, 6, 8), even though Num Lock is off.

The first step in troubleshooting is to boot vanilla. If the customer is working on a document and cannot save and exit because of the sticking key, rapidly press the key that is sticking (Ctrl, Alt, or Shift), then try to save and exit. Turning the Num Lock key off also temporarily fixes the problem is some cases.

If the problem does not occur with vanilla settings, narrow down the command that causes the problem. If it is caused by a TSR or DOS command the customer does not need or want, place REM in front of it (in the AUTOEXEC.BAT or CONFIG.SYS).

If the problem is caused by a TSR or DOS command the customer needs, try the following:
1.      Start WP using the /NC/NK startup options.
2.      Add the command KEYB.COM US,,C:\DOS\KEYBOARD.SYS to the AUTOEXEC.BAT file. In the CONFIG.SYS file, add the command COUNTRY=001,,C:\DOS\COUNTRY.SYS.
3.      If the customer is using QEMM, have the customer try using the IA command parameter on the QEMM command line. To do this, locate the QEMM line in the CONFIG.SYS file. It appears as follows:
      DEVICE=(path) QEMM386.SYS
Add QEMMs IA parameter so that the line reads as follows:
      DEVICE=(path) QEMM386.SYS IA

If none of the suggestions above correct the problem to the customer's satisfaction, the 03/09/92 (or newer) interim may correct the problem. Please emphasize that the 03/09/92 interim will not correct all keyboard problems, but that it may help. Please send the customer the 03/09/92 release of WordPerfect 5.1 for DOS.

If the 03/09/92 version does not correct the problem, the customer may consider the following options:
1.      Try the Artisoft Utilities (available on the WPCorp BBS). If they have a Samsung or Hyundai computer, both of these manufacturers have their own versions of the keyboard utilities on their BBSs.
2.      Try another (newer) keyboard if one is available at their site.
3.      Check their Bios for a "FAST A20" option. Enabling the FAST A20 option will fix the problem some times. This option is usually found in the Bios Setup. If their bios chip(s) are several years old, upgrading the bios chips may fix the problem, but WordPerfect cannot guarantee this will fix it.

Answer:

Details:


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