support_faqs

Please remember that modifying your software system involves risk. Always take appropriate precautions to safeguard against data loss.

Questions

1. Can I upgrade my existing Windows 98 installation with the OEM version of Windows 98 2nd Edition?

2. I recently bought a copy of Microsoft Office Pro 97 OEM for Ł60 at a computer fair. Do I have legitimate software?

3. Whenever I open Outlook 98 my modem starts dialing. How do I prevent this?

4. I understand that computer memory varies in quality. Please explain.

5. Windows often reports general protection faults on my computer. What could be wrong?

6. Windows 98 occasionally reports stack, invalid page or general protection faults on my computer. They do not seem to be consistent in where they occur but the same addresses are always involved. What could be wrong?

7. After my computer has been switched on for a few minutes it locks up. What could be wrong?

8. How do I know that my OEM version of Windows 98 is genuine?

9. I need to recover one of the original Windows 98 files from the CD. How do I do this?

10. Is there a shortcut method to access Control Panel System in Windows 95/98?

Answers

1. Yes. The OEM versions are designed for use on a bare machine. If you try to upgrade an existing version you will normally get an error message to the effect that you already have an operating system installed. The setup program will not continue. To upgrade an existing version you must convince the setup routine that there is no operating system on the hard disc. To do this delete the win.com file in your Windows folder immediately before attempting installation via the supplied floppy boot disk. Note that once you have deleted win.com Windows will no longer run. Remember to backup important data before attempting major changes such as a new operating system install.

2. No. You either bought stolen or counterfeit software. When first released a few large companies were allowed to sell an OEM version of Microsoft Office Pro 97. The genuine OEM versions have long since been discontinued and there is now no longer any such thing as an OEM version of Microsoft Office 97 or Microsoft Office Pro 97. There is an OEM version of Microsoft Small Business Edition (SBE) with a trade price of around Ł125 + VAT. All other versions of Office are retail packaged in a box at higher prices. If you think you have bought or you know someone who is selling counterfeit software you can seek advice by ringing Microsoft Connection on 0345 002000 and asking for Extension 999.

3. Outlook 98 is probably configured to check your internet connection for mail at regular intervals. To turn this feature off select the Options ... item on the Tools menu and then click the Internet E-mail tab. Uncheck the "Check my local network connection(s) for new mail every ... " box and click OK. A similar procedure applies to other versions of Outlook.

4. A large proportion of memory sold is what is known as major/third or generic. This memory is composed of brand name chips placed on a substrate by a third party company. The substrate and the components used on it are often of inferior quality and this form of memory can be subject to timing problems and high failure rates. I sometimes use generic memory on lower priced systems but the defective modules are filtered out by exhaustive testing. The other form of memory is simply known as fully branded or factory original memory. Factory original memory is constructed entirely by the manufacturer whose name also appears on the substrate. I have never had a failure of branded memory and have sold many gigabytes of it. The latest Intel manufactured motherboards read the memory module for timing information and the boards will only run properly with specific models of factory original memory.

5. General Protection Faults (GPFs) arise from several sources. If the error messages are consistent and repeatable the problem probably lies with your software. If they are random in nature you may well have defective memory. A fresh installation of Windows 95/98/NT to a bare disc is a fairly good way of checking your memory. If the installation goes without problems then your memory is unlikely to be at fault. Beware though that this is not universally true as memory problems can be subtle and may only arise under particular situations such as large scale copying of data. Also see Question 6.

6. Under certain rare timing conditions Windows 98 may report faults involving these addresses: 0001:00001b51, 0001:00005595, 015f:bff9dba7 and 0028:C0001fce. If you think this problem may be relevant to you contact your supplier for more information and a software fix.

7. If the lockups occur shortly after turning your computer on and not in any specific program your computer may be overheating. Overheating is usually caused by a processor or main fan failure or high ambient temperatures if the cooling is generally inadequate. Some models of grahics cards have a tendency to overheat. One of the reasons for buying Intel boxed processors in preference to the OEM form is that the boxed processors come with a high quality and very effective fan. Although the fans are branded Intel they are actually made by a Japanese company called Sanyo Denki which has a world class reputation for the quality of its fans. An OEM processor comes without a fan which has to be bought separately. The separately bought fans are usually noisier, less effective and far less reliable than the Intel fans.

8. You need to check both your CD and manual. The CD hub has a 3-D hologram containing the word "Genuine". The front cover of the manual is the Certificate of Authenticity (COA). It contains a heat-sensitive strip, a watermark and a high-security design. When the heat-sensitive strip across the top of the manual is rubbed it reveals "Genuine".

9. If Windows is running you can use the System File Checker tool within the System Information accessory. WinZip will also extract files from the cabinet (.cab) files on the CD. If Windows is not working properly use the command line Extract tool from a command line prompt. You can find a copy of Extract in either the /windows/command folder on your hard disc or the win98 folder on the CD. If you have a startup floppy disc this should also contain the Extract tool.

The basic syntax is:

extract /a <cabinet> <filename> /l <destination>

The /a option causes the Extract tool to search all the cabinet files starting with the one you supply in the <cabinet> parameter. The <filename> parameter is the file you are looking for and the /l option enables you to specify the <destination> directory.

For example, the command:

extract /a d:\win98\base4.cab advapi32.dll /l c:\windows\temp

searches for the advapi32.dll file in all the cabinet files within the d:\win98 folder and extracts it to the c:\windows\temp folder. Cabinet files are searched in alphabetical order beginning with the one you specify, so, changing base4.cab to driver11.cab, say, means all the cabinet files beginning with the letters b or c will be missed out - there aren't any cabinet files beginning with a numeral or the letter a! Typing extract /? at the command prompt will give you more information on the Extract tool.

10. Yes. Press and hold down the Windows Key and then press the Pause Key.