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Beginning troubleshooting

Beginning troubleshooting

The tasks in this section can help you resolve the most common installation problems. Before performing any of these tasks, back up all personal files. Always restart the computer after a system error occurs to refresh its memory. Continuing to work without restarting the computer may compound the problem.

1. Make sure that the system meets the minimum requirements for FrameMaker.

FrameMaker may not install correctly if the system doesn’t meet the following system requirements:

— Intel Pentium-class processor

— Microsoft Windows 2000, or Windows XP

— 256 MB of RAM

— 380 MB of available hard-disk space

— Video card capable of displaying 256 colors

— CD-ROM drive, if installing from a CD

To check how much RAM is installed, choose Start > Control Panel, and double-click System. The amount of RAM is listed on the lower half of the General tab in the System Properties window.

To check available hard disk space, open Windows Explorer, and then select the disk on which you want to install FrameMaker. The amount of available space appears at the bottom of the Explorer window. (If the amount doesn’t appear at the bottom of the window, choose View > Status Bar, and make sure that Status Bar is selected.) Make sure that the disk on which Windows is installed has at least 10% of its space available, even if you install FrameMaker on a different disk or partition.

To increase available hard disk space, search for and delete any *.tmp files on your computer. For instructions, see the documentation included with Windows.

2. Check the CD and CD-ROM drives.

Dust or dirt on a CD can interfere with an installation and prevent the CD-ROM drive from recognizing the CD. Examine the FrameMaker CD for dirt, dust, or fingerprints. Gently wipe the bottom of the CD from the center outward with a soft, lint-free cloth.

Verify that the CD-ROM drive can read other CDs. If it can’t, examine the CD caddy or loading tray for dirt, and clean it with a lint-free cloth. If it still can’t read other CDs, contact the CD-ROM drive manufacturer or the computer manufacturer.

3. Log in as an Administrator, and then install FrameMaker.

Log in to the local machine with the Administrator account and then install FrameMaker.

4. Create a new user account and then install FrameMaker.

A user account may be corrupt or have security settings that prevent the installer from working properly. Installing FrameMaker under a new user account may circumvent these issues. For instructions on how to create a new user account, see the documentation included with Windows.

5. Install FrameMaker from the hard disk instead of the CD.

Device driver conflicts may prevent FrameMaker from installing directly from CD. Installing FrameMaker from setup files copied to your hard disk may avoid conflicts.

To install FrameMaker from the hard disk:

1. Insert the FrameMaker CD into the CD-ROM drive.

2. Copy the FrameMaker folder from the FrameMaker CD to your desktop.

3. Run the FrameMaker installer from the FrameMaker folder on your desktop, and then follow the on-screen instructions to complete installation.

6. Install FrameMaker in a simplified mode.

Device drivers and software that load automatically with Windows (for example, screen savers, virus protection utilities) can conflict with the FrameMaker installer. To prevent conflict, reinstall FrameMaker while Windows is in a simplified mode, which disables some nonstandard device drivers.

To install FrameMaker in a simplified mode:

— Windows XP:

1. Insert the FrameMaker CD into the CD-ROM drive.

2. Copy the FrameMaker folder from the FrameMaker CD to the desktop.

3. Disable startup items and restart Windows in VGA mode:

a. Choose Start > Run.

b. Type msconfig in the Open text box, and then press Enter.

c. Click the Startup tab, click Disable All, and then click OK.

d. In the System Configuration dialog box, click Restart.

e. Press F8 when you see the message “For Advanced Startup Options . . . ”

f. Select VGA Mode from the list of startup options.

g. In the Desktop dialog box, click OK to start Windows.

4. Start the FrameMaker installer in the FrameMaker folder, and then follow the on-screen instructions.

— Windows 2000:

1. Insert the FrameMaker CD into the CD-ROM drive.

2. Copy the FrameMaker folder from the FrameMaker CD to the desktop.

3. Move all icons and shortcuts from the following locations to another folder. (You can move them back after you install FrameMaker.)

— Documents and Settings/[ user profile ]/Start Menu/Programs/Startup

— Documents and Settings/All Users/Start Menu

4. Restart the computer and press F8 when you see the message “For Advanced Startup Options . . . “; select VGA Mode from the list of startup options.

5. Close any running applications or utilities (that is, any applications that appear in the taskbar and the System Tray).

6. Start the FrameMaker installer in the FrameMaker folder, and then follow the on-screen instructions.

7. Run Disk Cleanup to remove temporary files.

1. Double click the My Computer icon.

2. Right-click the Windows system drive (default is C:) and choose Properties.

3. On the General tab, click Disk Cleanup.

Note: You may experience a slight delay the first time you click Disk Cleanup.

4. Deselect all available options except Temporary Files, and then click OK.

5. After the Disk Cleanup is complete, start the FrameMaker installer.

Intermediate troubleshooting

If the tasks in the previous section don’t solve the problem, try the following intermediate troubleshooting tasks.

8. Install FrameMaker to a different hard disk.

Hard disk problems can prevent FrameMaker from installing correctly. By installing FrameMaker to a different hard disk, you can verify if the original hard disk is preventing installation.

9. Repair and defragment hard disks, and then install FrameMaker.

Installation problems can occur if hard disks contain damaged sectors or fragmented files. Repair and defragment hard disks by using either the error-checking tool and the Disk Defragmenter utility included with Windows or a third-party disk utility, such as Symantec Norton Utilities. You should run such utilities on each hard disk or partition. For instructions, see the documentation included with Windows or the utility.

After you repair and defragment hard disks, install FrameMaker in a simplified mode. (For instructions, see task 6.)

Note: Make sure that the disk utility repairs any errors that it detects. If you defragment a disk that contains errors, you may lose data. If the utility detects errors that it cannot fix, contact the computer manufacturer for assistance.

10. Check the system for viruses.

System viruses can cause erratic behavior and prevent FrameMaker from installing. Use current anti-virus software, such as McAfee VirusScan, to check your system for viruses. Make sure that you have the latest virus definitions for the anti-virus software you use. Although virus infections are rare, they can cause strange system behavior, including system errors. Running virus-detection software regularly prevents viruses from damaging software on your system. For instructions, see the documentation for the anti-virus software.

Advanced troubleshooting

If the tasks in the previous section don’t resolve the problem, hardware may be conflicting with FrameMaker.

12. Try to install FrameMaker on a different computer.

Try to install FrameMaker on a different computer to determine if the problem is unique to your computer. If the problem is unique to your computer, contact the computer manufacturer. If the problem occurs on multiple computers, contact Adobe Technical Support.

13. Visit the Adobe User to User Forums.

You can see if other Adobe customers have a similar problem by visiting the User to User Forums at www.adobeforums.com.

If you confirm that the problem happens on other computers, Adobe Technical Support may be able duplicate and research the problem. Otherwise, refer to the system- or hardware-related information in Related Records.

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