Microsoft KB Archive/271140

= Works 6: How to Troubleshoot Works Programs in Windows NT and Windows 2000 =

Article ID: 271140

Article Last Modified on 1/27/2007

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APPLIES TO


 * Microsoft Works 6.0
 * Microsoft Works Suite 2001

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This article was previously published under Q271140



IMPORTANT: This article contains information about modifying the registry. Before you modify the registry, make sure to back it up and make sure that you understand how to restore the registry if a problem occurs. For information about how to back up, restore, and edit the registry, click the following article number to view the article in the Microsoft Knowledge Base:

256986 Description of the Microsoft Windows Registry



SUMMARY
This article contains troubleshooting methods that you can use if you receive error messages when you run the Setup program or use any of the Microsoft Works programs with a Microsoft Windows NT or Windows 2000-based computer.

Before troubleshooting with these steps, make sure to check the Knowledge Base for the specific error message.

NOTE: You must be logged on as the administrator to use Works products.



Method 1: Start in Standard Video Graphics Adapter (VGA) Mode
Start your computer using VGA mode, especially if the screen is distorted or if unreadable text appears on the screen. By default, the Windows NT boot loader menu offers options that allow you to start the computer normally or in VGA mode. To start Windows 2000 with the standard VGA driver, follow these steps:
 * 1) Click Start, point to Settings, and then click Control Panel.
 * 2) Double-click Display.
 * 3) On the Settings tab, click Advanced.
 * 4) On the Adapter tab, click Properties.
 * 5) In the Device usage box, click Do not use this device (disable), and then click OK.
 * 6) Restart the computer.

Method 2: Obtain the Most Recent Service Pack
Service packs contain Windows NT product updates. Service packs keep the product current and extend your computer's functionality. Service packs include updates, system administration tools, drivers, and additional components. All of these files are conveniently bundled for easy downloading. Service packs are cumulative; each new service pack contains all the fixes that are contained in service packs released earlier, as well as any new fixes.

For additional information about obtaining the latest service pack, please see the following article in the Microsoft Knowledge Base:

152734 How To Obtain the Latest Windows NT 4.0 Service Pack

Method 3: Quit Unnecessary Memory-Resident Programs
Programs that run in the background in memory are called terminate-and-stay-resident programs (TSRs). For example: virus protection software, utility programs, print manager programs, and screen savers. To determine if a TSR program is running, follow these steps:

NOTE: Because there are several versions of Microsoft Windows, the following steps may be different on your computer. If they are, see your product documentation to complete these steps.


 * 1) Press CTRL+ALT+DEL and then, click Task Manager.
 * 2) On the Applications tab, select any unknown or unnecessary programs under Task, and then click End Task.
 * 3) Repeat steps A and B until you have quit all unknown or unnecessary programs.

Some TSRs may be loaded into memory but may not appear on the Task list. These TSRs are loaded through the Windows NT registry.

WARNING: If you use Registry Editor incorrectly, you may cause serious problems that may require you to reinstall your operating system. Microsoft cannot guarantee that you can solve problems that result from using Registry Editor incorrectly. Use Registry Editor at your own risk.

To see what programs are loaded through the registry, follow these steps:  Click Start, and then click Run. In the Open box, type regedit, and then click OK. Select the following key in the registry:

HKEY_CURRENT_USER\Software\Microsoft\Windows\CurrentVersion\Run

This key lists all programs that are started when Windows NT 4.0 is started. Programs that are started can cause problems in Office programs and should be disabled. Select the following key in the registry:

HKEY_CURRENT_USER\Software\Microsoft\Windows\CurrentVersion\RunOnce

Entries in this key are run after when the computer is restarted, and then are deleted by the system. This key should be empty. Other programs that are started can cause problems in Office programs and should be disabled. Select the following key in the registry:

HKEY_LOCAL_MACHINE\Software\Microsoft\Windows\CurrentVersion\Run

This key lists all programs that are started when Windows NT or Windows 2000 is loaded. Other programs that load may cause problems with Works programs and should be disabled. Select the following key in the registry:

HKEY_LOCAL_MACHINE\Software\Microsoft\Windows\CurrentVersion\RunOnce

Entries in this key are run once when the computer is restarted and then are deleted by the system. This key should be empty.

Method 4: Check the TEMP and TMP Environment Variables
An invalid TEMP or TMP environment variable can cause errors with Works programs. Make sure that your temporary folders are properly set up. To do so, follow these steps:
 * 1) Click Start, point to Settings, and then click Control Panel.
 * 2) In Control Panel, double-click System.
 * 3) On the Advanced tab, click Environment Variables.

This tab lists the current system and user variables.
 * 1) Look under the User variables for the TEMP and TMP environment variable settings.
 * 2) Ensure that the folders referenced by these variables exist and have valid folder names.
 * 3) Ensure that the hard disk on which the folders are located has at least 3 megabytes (MB) of free hard disk space and that you have read/write permissions to those folders.

Method 6: Temporarily Disable the Network
If you do not require network access to run or install the Works programs, temporarily disable the drivers that allow you to use the network. This step prevents the system from loading the drivers that are required to use the network when you restart the computer. To disable the network drivers, follow these steps:
 * 1) Click Start, point to Settings, and then click Control Panel.
 * 2) In Control Panel, double-click System.
 * 3) On the Hardware tab, click Device Manager.
 * 4) Right-click the network controller, and then click Disable.
 * 5) When the message appears, click Yes.
 * 6) Restart the computer.

NOTE: To restore network access, repeat the previous steps but click Enable.

If disabling network access resolves the issue, do one of the following:
 * Contact your network adapter manufacturer to obtain the most recent drivers.
 * Verify that your network adapter is working properly. To do this, temporarily trade your adapter with another similar computer using the same network adapter.

Method 7: Windows NT Diagnostic Report (Winmsd.exe)
The Windows NT Diagnostic Reports gathers some quick information about your computer's actual settings, which helps your support professional troubleshoot your computer.

To run Winmsd.exe in Windows 2000, follow these steps:
 * 1) Click Start, and then click Run.
 * 2) In the Open box, type winmsd.exe, and then click OK.

For detailed information about using Winmsd.exe with Windows NT 4, see the following article in the Knowledge Base:

232848 How to Create a WinMSD Report

Method 8: Hardware Drivers
For more detailed information about currently installed drivers on your computer, there is a Windows NT 4.0 Server Resource Kit Tool called Drivers.exe. This tool prints out a detailed list of all installed drivers and their actual link date, which is very useful for checking the current version number.

To use Drivers.exe, follow these steps:
 * 1) Start the command prompt.
 * 2) At the command prompt, type driver.exe > drivers.txt
 * 3) Press ENTER.

To list all the drivers used in Windows 2000, and view the drivers properties, follow these steps:
 * 1) Click Start, and then click Run.
 * 2) In the Open box, type drivers, and then click OK.
 * 3) Right-click any driver in the list, and then on the shortcut menu, click Properties.

To verify whether your hardware is supported under your operating system, read the appropriate hardware compatibility list at the following Web site:

http://www.microsoft.com/whdc/hcl/default.mspx

Method 9: Troubleshooting Performance Problems
If your computer appears to be running slower or if it stops responding (hangs) after a period of time, create a performance log to discover possible bottlenecks or memory leaks.

For additional information about monitoring performance in Windows NT 4.0, click the article numbers below to view the articles in the Microsoft Knowledge Base:

175658 Gathering Information for Troubleshooting Performance Issues

175847 How to Set Up Data Logging on a Remote Computer

150934 How to Create a Performance Monitor Log for NT Troubleshooting

For more information about monitoring performance in Windows 2000, click Microsoft Windows Help on the Help menu, type monitoring performance in the Office Assistant or the Answer Wizard, and then click Search to view the topics returned.

Additional query words: works6 w_works

Keywords: kbdisplay kbhowto kbinfo kbinterop kbsetup KB271140

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