                     WordPerfect Corporation
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Title:    General Protection Fault Guide
Product:  Presentations 2.0 for Windows
Number:   1482-2/94

Complete ALL of the following troubleshooting steps and RECORD
THE RESULTS before you report back to support.  Include all of
your results as well as an MSD report* and if possible a Dr.
Watson report* with your information to support via one of the
following:

Facsimile: (801)222-4377
Direct the fax to the attention of the technician you spoke with
as well as the Presentations Group.
(i.e. Attn:  John/Presentations Group)

Send US Mail to:
WordPerfect Corporation
Customer Support
Attn:  Technician's Name/Presentations
1555 North Technology Way
Orem, UT  84057

* Details on how to run each of these reports are included at the
end of this troubleshooting guide.

What's in this document?

*    What is a General Protection Fault?
*    What is a System Integrity Violation?
*    Troubleshooting Steps

What is a General Protection Fault?
A general protection fault (GPF) in Windows 3.1 occurs in
Standard and 386 Enhanced mode Windows.  A GPF signifies that
when something running within the Windows environment has made a
call to a location in memory that it did not have access to,
potentially overwriting and corrupting other program code in that
area of memory.  It can also be generated by bad program code. 
Once a GPF occurs, the Windows environment becomes unstable and
other GPF's can occur at random because of the unstable
environment.  Close Windows and restart to clear the memory.

What is a System Integrity Violation?
The message referring to the violation of system integrity
indicates a general protection violation, or the equivalent of a
GPF that is caused by an MS-DOS based application.  Similar to
the GPF, the system integrity violation indicates that an MS-DOS
application is accessing memory that does not belong to that
specific application.  Since Windows is managing memory in this
situation, the MS-DOS application's memory access will often
damage Windows program code or vital data.  The result is an
application execution error generated from Windows reporting that
the "application has violated system integrity due to an invalid
general protection fault and will be terminated."  This message
can also occur when an MS-DOS based application has tried to
directly access a system's hardware component.

Troubleshooting Steps

1.   Write down the exact error message.

Which file caused a GPF and in which module as well as at what
address?

2.   What were you doing when the error occurred?

3.   Can you duplicate the problem at will or is it random?

4.   Have the errors always occurred or have they just started? 
     What has  changed on the system that could have caused it?

If you added any new programs, try running with out the drivers
these new programs use to see if they caused it.

5.   Does this error occur in any other programs?  Does it occur
     on any other machines?  (It could be related to a machine
type or setup)

6.   Is the error document specific?  YES--(see below)  NO--
     (continue to #7)

a.   Try to duplicate the problem at a blank screen.

b.   Does it matter what printer driver is selected?

c.   Does the document contain any bitmaps? (Try deleting the
     bitmap and save the file with a different name to see if the
     bitmap causes the problem)

d.   Try to retrieve the file onto the screen that already has a
     box or line on it.

7.   If the error occurred in PRGEN.DLL file, check the rights to
     the shared code directory or to the INI files.  (Network
     related)

You should check with your network administrator if you are not
sure on your rights.

8.   Start Windows with the command WIN/D:xvsf or WIN/3/D:xvsf if
     you are not in 386 mode.

The /X switch excludes the Upper Memory Area and is equivalent to
placing the command EMMExclude=A000-EFFF in the SYSTEM.INI file.
The /V switch gives the hard drive, rather than Windows 386
Enhanced mode, control over how hard disk interrupts are
processed.
The /S switch makes the System ROM Break Point = False.  
The /F switch turns 32-bit access (FastDisk) off

If this resolves the problem, try each switch individually to
determine which of the four switches corrected the problem.  Once
you narrow it down, add the following to the SYSTEM.INI in the
[386Enh] section for the corresponding switch:
EMMExclude=a000-efff  (if the /D:x corrects the GPF)
VirtualHDIrq=off  (if the /D:v corrects the GPF)
SystemROMBreakPoint=off  (if the /D:s corrects the GPF)
32BitDiskAccess=off  (if the /D:f corrects the GPF)

9.   Are the System Resources extraordinarily low?

You can check what your system resources are by going to Windows
Program Manager and clicking on Help|About Program Manager. 
There is not a specific recommendation as to how low System
Resources can be.  However, if you can get the System Resources
into the 70-80 percent range before entering PRWIN, you know
that this is not the cause of the errors.

10.  Check the Virtual Memory--It should be a permanent swap file
     of at least 8M.

To check this, go to Windows Program Manager and click on Control
Panel|386 Enhanced|Virtual Memory.  This will tell you where the
swap file is located, how large it is and if it is temporary or
permanent.  To change any of these settings, click on Change.

11.  Rename SHARE.EXE which is located in the DOS directory and
     reboot the machine.

12.  Rename REG.DAT located in the WINDOWS directory and re-enter
     windows.

This file contains OLE directory locations and is recreated upon
re-entry of windows.

13.  Start PRWIN with the command PRWIN/FL.

This corrects GPF's related to display problems with high
resolution monitors.

14.  Does the SET TEMP command in the AUTOEXEC.BAT file point to
     a valid directory?

(i.e. if the SET TEMP=c:\windows\temp, check to see if there is a
temp sub-directory in the windows directory).  NOTE:  Temporary
files should be directed to a non-compressed drive.

15.  Is the hard disk running out of available disk space?

Again there is no hard and fast rule as to how much disk space
should be able to run Windows and Windows Applications. 
Recommendations range from 5MB to 15MB.

16.  Does CHKDSK, typed at a dos prompt, reveal any lost
     clusters, bad sectors, or cross-linked files?

If a CHKDSK reveals these types of problems, you should reinstall
any application that seems to be affected to the problem after
correcting the problems with the hard disk or the files on the
hard disk.  Exit Windows and try running CHKDSK/F which will ask
if you want to convert to files at which time you can answer no. 
This is one way to cleanup if you don't have a utility to check
what files are corrupted.  WARNING:  If one of the files that are
corrupt is a command file used to run the system, you may need to
reload DOS.

17.  With Windows started in Standard Mode (WIN/S) is the Free
     Memory excessively low or can you duplicate the GPF?

To check free memory, once again at Windows Program Manager click
on Help|About Program Manager.  A good guideline would be to try
to get at least 2000K Free Memory.

18.  Are there any abnormalities with the CONFIG.SYS file?  Does
     you have sufficient Files and Buffers allocated?  Is
     HIMEM.SYS being loaded before any other device driver?

You should have between 40 and 60 files specified in the
CONFIG.SYS file.  If the you are using a disk-caching program
such as SMARTDrive, QEMM, EMM, etc., Buffers should be in the
10-15 range.  If the you are not using a disk-cache, Buffers
should be in the 20-30 range.  Also, HIMEM.SYS should be loading
at the beginning of the CONFIG.SYS file before any other device
drivers.

19.  Boot Vanilla.

Check to see if any programs are automatically being loaded in
the WIN.INI on the Load= or Run= lines, or in the StartUp Group. 
Also check for any TSR's that are loading which are devices or
files usually loaded in the AUTOEXEC.BAT or CONFIG.SYS files. 
(TSR's or terminate-stay-resident programs are any programs such
as screen savers, font utilities, etc.)

20.  Rename WPPR.INI and WPC.INI files that are located in the
     WINDOWS directory.  You will then need to restart Windows
     and PRWIN.

21.  Is Windows running with a 256 Color, 24bit Video Driver
     Selected?

Try selecting the VGA driver that ships with windows.  Also make
sure that you have an updated version of your video driver.  The
256 Color driver will not always tell windows where all of the
modules are being loaded.  Windows might try to place another
application in that location causing the GPF.  (Refer to Windows
Setup or your Windows Reference Guide if you have problems
changing Windows Drivers)

22.  Reinstall PRWIN.

***IF NONE OF THE ABOVE CORRECTS THE GPF, SUBMIT THE RESULTS TO
SUPPORT IN THE BEFORE MENTIONED MANNER.  MAKE SURE TO INCLUDE ALL
RESULTS OF THE ABOVE STEPS, AN MSD REPORT AND IF POSSIBLE A DR.
WATSON REPORT.

MSD Reports
An MSD report is a diagnostics report that lets us know what
system type you have and how it is setup.  To run an MSD report,
go to the WINDOWS dos prompt and type MSD.  Once in the
diagnostics:

1.   Press Alt F to access the file menu

2.   Press P for Print Report

3.   Press the space bar to place an X in the Report All column

4.   Press Enter to continue with the report

5.   Type in your information using the TAB key to move to the
     next line.  DO NOT PRESS ENTER UNTIL YOU HAVE COMPLETED ALL
     INFORMATION.  (If you do you will either need to rerun the
     report or include all customer information on a sheet with
     your report).  Please include your License Number among the
     customer information.

6.   Press Enter once you complete customer information.

7.   Press Alt F again and X to exit the MSD program.

Dr. Watson Reports
Dr. Watson is a program that records what is happening on your
system at the time errors occur.  If you choose to include a Dr.
Watson report, the following is how it is run:

1.   Once in Windows Click on File|Run (you may click on the icon
     for Dr. Watson if you have one).

2.   At the RUN prompt, type c:\windows\drwatson and press Enter.

This will enable Dr. Watson to start recording your system
results.

3.   Enter PRWIN and run through exact keystrokes again to
     duplicate the GPF.

Once the GPF occurs, Dr. Watson will kick in and ask you a few
questions.  Answer the questions as best you can.  Dr. Watson
then saves a report in your Windows directory named DRWATSON.LOG.

This is the file you will need to send to us.


WordPerfect Corporation 1994

WordPerfect Corporation
1555 N. Technology Way
Orem, UT 84057-2399

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