LANTASTIC TROUBLESHOOTING MANUAL. Solutions to common networking problems

Transcription

1 LANTASTIC TROUBLESHOOTING MANUAL Solutios to commo etworkig problems

2 Editio 2_PDF [1/10/00 RK] , Artisoft, Ic. Writers/Editors: Elizabeth Kae! Artisoft Techical Support Troubleshootig Team! Rhoda Kotts Desigers: Rhoda Kotts! Elizabeth Kae

3 CONTENTS CHAPTER 1. TROUBLESHOOTING YOUR NETWORK...1 Where to fid your solutio...1 Troubleshootig techiques...2 Isolatig the problem... 2 Idetifyig the source... 3 Testig the problem... 3 Usig Techical Notes... 4 If you do t fid a solutio...4 Olie Help systems... 5 LANtastic Olie Library... 5 Error message lists... 5 LANtastic Readme file... 5 Techical support... 6 CHAPTER 2. TROUBLESHOOTING LANTASTIC FOR WINDOWS NT...7 Solvig LANtastic for Widows NT problems...7 Problems immediately after istallatio... 7 Computers ca t commuicate... 8 Computer wo t boot or locks up... 9 Checkig your IRQ ad I/O Base... 9 Pritig problems... 9 Error messages Pritig out the error messages PDF file Other troubleshootig issues CHAPTER 3. TROUBLESHOOTING LANTASTIC FOR WINDOWS 95/ Solvig LANtastic for Widows 95/98 problems...15 Problems immediately after istallatio Computers ca t commuicate Computer wo t boot or locks up Checkig your IRQ ad I/O Base Pritig problems Error messages Pritig out the error messages PDF file Addig or removig LANtastic software compoets...24

4 Addig or removig selected etwork compoets To remove a compoet To add a compoet Completely removig LANtastic from a computer CHAPTER 4. TROUBLESHOOTING LANTASTIC FOR WINDOWS 3.X OR DOS...27 Symptoms of commo LANtastic problems Istallatio difficulties Pre-istallatio checks Avoidig problems caused by TSRs ad devices Error messages durig istallatio Other istallatio problems Computer lockups Computer wo t boot at all with the etwork card istalled Computer locks up loadig the etwork software Computer locks up or bleeps whe loggig i to or coectig to resources Computer locks up whe copyig data betwee machies Computer locks up oly whe ruig a certai program Computer locks up oly whe ruig Widows Computer locks up oly whe pritig Everythig works fie except the server s keyboard does t respod Computers ca t commuicate, or they discoect itermittetly Commuicatio problems occur oly i Widows No commuicatio ad o error messages Error message received Problems ruig applicatios over the etwork The applicatio seems icompatible with LANtastic The applicatio locks up whe multiple users ru the applicatio Sharig violatios occur whe ruig a applicatio over the etwork Sharig violatios occur after multiple additioal users ru a shared applicatio No more file hadles message appears Server reboots whe multiple users ru the applicatio Pritig problems Network pritig problems uder Widows Other pritig errors i Widows Network pritig problems uder DOS Other pritig errors i DOS... 39

5 Problems whe usig serial priters or plotters Geeral etwork pritig problems CD-ROM drive problems DOS troubleshootig commads...41 CHAPTER 5. INSTALLATION-RELATED ERROR MESSAGES...43 For error messages that are t istallatio-related...43 What to do if you get a error message...43 Commo istallatio problems...44 LANtastic istallatio-related error messages...44 APPENDIX A. LANTASTIC FOR WINDOWS 3.X AND DOS SOLUTIONS...51 NDIS disk error NDIS driver does t load Istallatio lockup Accout Abort, Retry or Fail Bus timig Cable Check applicatio Check resource Clear queue Cotrol directory Characters per secod (CPS) Access deied Disk space LPT timeout Duplicate redirectio Disk corruptio Symptoms Causes Solutios FORCE_ACK_MODE switch Icrease DOS resources Keyboard problems Ivalid userame IRQ ad I/O Base LANCHECK... 59

6 LASTDRIVE commad LPT timeout NET SHOW NET USE No loopback redirectios Ruig MSD Plottig programs Priter tasks Prit maager Prit to file RAMBASE Recreate resource Resource Priter coectio Serial Serial Widows 3.x SETVER Share Priter buffer Compressio utilities Stress test Swap cards Timeout Too may redirectios or logis Basic cofiguratio Widows 3.x Without etwork Without Widows 3.x NET SHOW Compatibility with LANtastic DOS SHARE-compatible Sharig violatios ad exclusive access Icrease SHARE parameters Icrease file hadles Uable to bid to module <ame> Out of eviromet space Isufficiet NetBIOS resources... 74

7 Icreasig buffers No-DOS disk support MSCDEX lie Redirector loadig MSCDEX ot loadig /S switch /L switch Disk drive type INDEX...77

8

9 CHAPTER 1 Chapter 1 TROUBLESHOOTING YOUR NETWORK CHAPTER CONTENTS Where to fid your solutio below Troubleshootig techiques If you do t fid a solutio Where to fid your solutio To solve a problem, choose from the optios i this list: Lear troubleshootig techiques. To lear Artisoft Techical Support s three-step troubleshootig process, see Troubleshootig techiques o page 2. Solve a LANtastic for Widows NT problem. For solutios to problems istallig or usig LANtastic o a Widows NT 4.0 computer, see Chapter 2, begiig o page 7. Solve a LANtastic for Widows 95/98 problem. For solutios to problems istallig or usig LANtastic o a Widows 95/98 computer, see Chapter 3, begiig o page 15. Solve a LANtastic for DOS or Widows 3.x problem. For solutios to problems istallig or usig LANtastic o a Widows 3.x or DOS computer, see Chapter 4, begiig o page 27. From the symptoms described i that chapter, you ll be referred to specific solutios by title ad page umber i Appedix A. Look up a istallatio-related error message. This maual lists istallatio-related error messages for LANtastic i Chapter 5, begiig o page 43. If the error message you received did ot occur durig istallatio, look for it uder error messages i this maual s idex, or see Error message lists o page 5 for istructios o fidig more error explaatios. Fid alterative solutios. If you ve followed all the troubleshootig solutios i this guide ad still have a problem, see If you do t fid a solutio o page 4 to lear about additioal sources of iformatio such as the Readme file ad olie Help. 1

10 2 Troubleshootig techiques Most computer problems are easier to fix whe you isolate, idetify ad test. This is the same process that Artisoft Techical Support aalysts use whe you call them for help. It s a good idea to lear this three-step process of arrowig dow ad tracig the cause of your problem before you use ay other part of this maual. Isolatig the problem To isolate a problem, you eed to reduce the umber of elemets that could cause it. For example, checkig to see if the problem ca be reproduced o all computers i the etwork reveals whether the problem occurs i just oe computer. If the problem occurs o all of them, check to see what happes whe you reduce the umber of etworked computers by half. You ca the quarter the etwork, ad so o, util you locate the source of the problem. As you work with fewer ad fewer variables, the source of the problem should become clear. Try these geeral isolatig tips: TIP See the Readme file for updated iformatio o troubleshootig specific problems. Refer to LANtastic Readme file o page 5 for iformatio. 1. If possible, see if the problem still occurs without the etwork software loaded. (See Basic cofiguratio o page 67 for LANtastic for Widows 3.x ad DOS; for Widows 95, Widows 98 or Widows NT 4.0, see Addig or removig selected etwork compoets o page 24.) If the problem disappears, this is a sig that: You may eed more memory free whe the etwork is loaded. The program may ot be cofigured correctly. For example, there might be a driver cofiguratio coflict. If you re usig the program over the etwork, the program may ot be etwork-compatible. Cotact the vedor. The etwork itself might have a commuicatio problem. You ca double-check the source of the problem by addig the etwork compoets back oe at a time util the problem returs. See Basic cofiguratio o page 67 for istructios. 2. Does the problem occur i all applicatio programs or just oe? You might thik oe software program has a pritig problem, but if additioal programs fail to prit, you should probably check out the computer s hardware, the priter or cotrol directory corruptio. 3. Avoid troubleshootig a etire etwork if oly two computers are eeded to test the problem. LANTASTIC INSTALLATION AND SETUP MANUAL

11 3 4. Did the applicatio program ever work? If so, what elemets i the system had chaged whe the problem was first oticed? If ot, are the miimum system requiremets met? 5. Is the problem easily reproduced? Itermittet problems are the hardest to solve. If a problem is reproducible, it s easier to idetify ad correct. Whe you have itermittet problems, have everyoe keep otepads ear their computers ad write dow what they were doig at the time whe each problem occurred. Idetifyig the source Next, idetify key elemets i the isolated system that could cause the problem. This is where most troubleshooters do t follow through. Keep a ope mid about all possibilities. It s a commo mistake to overlook somethig because othig has chaged. I most cases, the chaged elemet was t yet idetified. Focus o listig possible causes, rather tha what you believe is t causig it. A simple commuicatios problem ca ivolve cables, coectors, adapter cards, motherboards, power supplies ad software drivers. All problems ivolve multiple elemets. Each software driver is a separate elemet. You might thik it could t be the cable sice othig has chaged, but cables ca easily become damaged. Testig the problem After you ve idetified the key elemets, you must test each oe of them. I ay list of possible causes some are more likely tha others. Test the most probable first, the the ext, util you ve discovered the cause. If you ru out of possibilities you may ot have idetified all, or it might take a obscure combiatio of evets to produce the error. Patiece is ofte your best tool. Testig ca be faster i some cases if you first remove as may of the possible causes as you ca, ad get dow to a basic workig system. The add each elemet back oe at a time util the problem reproduces. This techique allows you to get back to work ad look for the cause whe you have more time. Oce you ve tested ad prove what the cause is, the solutio will probably be obvious. If it is t, cosider cotactig the vedor of the problematical elemet for help. Here are some questios to cosider at this stage of the process: Do you have the latest drivers for a hardware product? Hit...The Microsoft Home Page o the Iteret features a regularly updated list of Widows 95-compatible adapters ad drivers. Have you tried reistallig the program that has a problem? CHAPTER 1. TROUBLESHOOTING YOUR NETWORK

12 4 Ca you try ruig the applicatio without usig a memory maager that loads programs ito upper memory? Is the applicatio etwork-compatible? Are there ay kow coflicts betwee two programs or device drivers? (Cotact the vedors.) Ca you live without this elemet ad still be productive? Ca you chage aythig about this elemet that might make it fuctio or become compatible? For example, a etwork adapter card might work o a differet IRQ or I/O Base settig. A device driver coflict might be avoided by loadig the drivers i a differet order i your cofiguratio files. Durig the idetifyig or testig phase, the more accurately you ca describe the symptom, the more likely you or someoe else will be able to solve it. May tools ca help you spot symptoms. If you are t sure what to do ext, try to locate your specific problem i Chapter 2 (Widows NT), 3 (Widows 95/98) or 4 (DOS ad Widows 3.x), depedig o your computer s platform. If you still do t fid a solutio: Cosult Artisoft s Techical Notes (see below). Cotact Artisoft Techical Support. Sometimes problems just ca t be solved without outside assistace. See page 6 for iformatio. Usig Techical Notes Artisoft s Techical Notes are excellet sources of help. They cotai detailed iformatio about may commo problems, ad compatible third-party products. These Notes are costatly updated. See the Directory of Support Services that came i your product package for iformatio o usig the Arti-Facts SM BBS, FaxRetur SM ad the Iteret to obtai Techical Notes. If you do t fid a solutio If you do t fid a solutio to your LANtastic problem, try the alterate sources of troubleshootig iformatio listed i this sectio. LANTASTIC INSTALLATION AND SETUP MANUAL

13 5 Olie Help systems Every LANtastic product icludes its ow olie Help system that describes all of the product s fuctios, from begiig to advaced. I Widows 3.x, you ll see Help icos for Net ad Network Maager i the LANtastic program group. I DOS the Help files are located i the mai directory for each product. I LANtastic for Widows 95/98 ad NT, see the Olie Iformatio page i the Custom Cotrol Pael. You ca also use olie Help from ay widow i each of the LANtastic products just press F1 or click Help. LANtastic Olie Library Your prited LANtastic Istallatio ad Setup Maual ad olie Help systems are supplemeted by the Olie Library o your LANtastic 8.0 CD-ROM. This library icludes comprehesive iformatio about usig LANtastic, whether you re ruig Widows 3.x, Widows 95/98 or DOS. The Olie Library presets iformatio i Adobe Acrobat Portable Documet Format (PDF) files. These files are coveiet to view o your computer scree because they have Go to Page ad Fid fuctios. They also iclude hypertext liks that allow you to jump quickly from place to place. Ad with book-page formattig, they re easy to prit ad keep i a bider. For a list of the PDF files i the Olie Library, see the LANtastic Istallatio ad Setup Maual. To view a file i the Olie Library, follow the steps for istallig the Adobe Acrobat Reader i the LANtastic Istallatio ad Setup Maual. Istructios for avigatig ad pritig PDF files appear there, too. Importat If you purchased the diskettes-oly versio of LANtastic 8.0, you ca obtai all the files i the Olie Library from Artisoft s electroic support sites. See your LANtastic Istallatio ad Setup Maual for detailed iformatio. You ca also ope the text-format versios of the LANtastic for DOS-related files, which reside i the LANTASTI directory that was created by the Setup program. Error message lists Chapter 5 (begiig o page 43) cotais a list of istallatio-related error messages for LANtastic o every platform (DOS, Widows 3.x, 95, 98 ad NT). For a list of the most commoly received o-istallatio error messages, see the Errs_dw.pdf (DOS ad Widows 3.x) or Errs_95.pdf (Widows 95/98 ad NT) PDF files i the Olie Library. (See LANtastic Olie Library o page 5.) LANtastic Readme file The LANtastic 8.0 Readme file cotais iformatio that became available after this maual ad the olie Help were completed. I Widows 95/98 or NT, go to the Olie Iformatio page i the LANtastic Custom Cotrol Pael ad click the View Readme butto. I the Widows 3.x Program Maager, you ca ope the Readme file by clickig the Readme ico i CHAPTER 1. TROUBLESHOOTING YOUR NETWORK

14 6 the LANtastic program group. I DOS the same Readme file is located i the LANtastic program directory (C:\LANTASTI) ad o LANtastic Disk 1. You ca ope the file usig a text editor such as DOS EDIT or Widows Notepad. Techical support If you re uable to fid what you eed i the prited maual, olie Help, Readme files or Olie Library, you may wat to use Artisoft s techical support services. Artisoft is committed to offerig quality support services to our valued customers. These services are detailed i the Directory of Support Services, which you received with this product. LANTASTIC INSTALLATION AND SETUP MANUAL

15 CHAPTER 2 Chapter 2 TROUBLESHOOTING LANTASTIC FOR WINDOWS NT CHAPTER CONTENTS Solvig LANtastic for Widows NT problems below This chapter offers solutios to specific LANtastic for Widows NT 4.0 problems. Istallatio-related error messages are explaied i Chapter 5, begiig o page 43. You might wat to check the complete alphabetical list of the most commoly received LANtastic for Widows NT error messages, which appears i the Errs_95.pdf file i the Olie Library. (For more iformatio o the Olie Library, see page 5.) Hit Before you begi troubleshootig, it s a good idea to review Troubleshootig techiques o page 2. Solvig LANtastic for Widows NT problems Commo problems have bee divided ito the followig categories. Go to the page umber for the topic that best describes the problem you re havig. Problems immediately after istallatio Computers ca t commuicate Computer wo t boot or locks up Pritig problems Error messages Other troubleshootig issues Problems immediately after istallatio 1. After you istall LANtastic 8.0 ad restart your computer, the other LANtastic computers o your etwork are t displayed i Etire Network i the LANtastic Custom Cotrol Pael, or i Network Neighborhood. If your computer is set up as a LANtastic server, you see oly your ow computer ame or This Server displayed. Check the etwork cablig coectios to your computer. See the LANtastic Istallatio ad Setup Maual for help o etwork hardware ad cablig. If your etwork hardware seems fie, refer to Checkig your IRQ ad I/O Base o page 9. 7

16 8 2. Sice istallig LANtastic 8.0, your system seems to ru more slowly. Other etwork protocols or compoets that are istalled but are t beig used ca slow dow your etwork access. Follow the istructios uder Addig or removig LANtastic software compoets o page 24. Computers ca t commuicate You have trouble coectig to or commuicatig with other computers. You may have cablig or other hardware problems. Make sure you followed all the istallatio istructios i the LANtastic Istallatio ad Setup Maual. That maual also cotais useful hardware iformatio. The LCHECK32 program provided with LANtastic 8.0 may help you locate a cablig problem. Istructios for ruig LCHECK32 appear i the Lcheck.pdf file i the Olie Library (see page 5 for Olie Library details). You ca also try these possible solutios:! Check the drive coectio. From the LANtastic Custom Cotrol Pael, click the Use Network page, click Assig Drives, the click the Help butto i that widow for iformatio.! You may have typed i the wrog password or misspelled your password. Try agai to log i.! The server you logged ito may have Auto guest logi eabled, ad you logged i with the Guest accout rather tha your idividual accout. The Guest accout may ot have full access to the server you re tryig to coect to. To fid out what accout you re logged i with, go to the Use Network page ad click Chage Password. Scroll through the Computer drop-dow list box util you see the ame of the server you re tryig to log i to, ad click it. Notice that the Password Status box at the top of the widow cotais a For Accout listig. This shows which accout you re usig o that server. Some etwork servers do t appear i your list of available servers or do t appear to be o the etwork. You might have too may etwork compoets tryig to use the adapter driver software. Try removig ay etwork compoets you do t use or eed. For istructios, go to Addig or removig LANtastic software compoets o page 24, i the Widows 95/98 chapter of this maual. Istructios for Widows NT are icluded i that sectio. LANTASTIC TROUBLESHOOTING MANUAL

17 9 Computer wo t boot or locks up Your computer wo t boot with the etwork card istalled. You may have a hardware coflict. Check your hardware cofiguratio, as described uder Checkig your IRQ ad I/O Base o page 9. Your computer locks up whe coectig to resources. Check your hardware cofiguratio, as described uder Checkig your IRQ ad I/O Base below. Whe you re usig a applicatio, your computer locks up. Press Ctrl+Alt+Del, the select Task Maager i the widow that appears. I Task Maager, select the program that s ot respodig ad click Ed Task. If ecessary, repeat this process. The applicatio may ot be etwork-compatible. You re experiecig GPFs (Geeral Protectio Faults). If you have oly 16MB RAM, you may eed to chage the Virtual Memory Page File Size. Click Start, Settigs, Cotrol Pael. Double-click the System Ico, the click the Performace tab. Click Chage. The default settig for Iitial Size (MB) is 27. This may vary i size. LANtastic for NT eeds at least 64 MB. Try 64 MB first; you ca go to a maximum of 100. Click the Set butto to apply the ew settigs. Checkig your IRQ ad I/O Base You may have a icorrect adapter driver IRQ settig or aother device i the computer that coflicts with the etwork adapter s settigs. Each adapter eeds to have a uique Iterrupt Request Lie (IRQ) ad/or I/O Base address. Some Artisoft adapters default to IRQ 15 ad I/O Base 300. Check your adapter driver IRQ settig by right-clickig the Network Neighborhood ico o your desktop. Select Properties from the pop-up meu, the click the Adapters tab. Click the Properties butto, ad you ll see the IRQ ad I/O Base settigs. You ca chage the settigs here if ecessary. Pritig problems Because LANtastic for Widows NT uses the Widows NT pritig system, you ll eed to refer to the Widows NT olie Help system for help with most pritig problems. But check this sectio first. You ca t prit. You may eed to set up the priter to use a geeric prit driver. First, go to the computer that has the priter attached. Ope LANtastic ad select the Use Network tab. Click Coect to Computers. If your computer appears i the Already Coected list, click it ad click Discoect. The, i the Available for Coectio list, double-click This Server. Type Supervisor i both the User Name ad Password fields, ad click OK. The close the LANtastic Coectios widow. CHAPTER 2. TROUBLESHOOTING LANTASTIC FOR WINDOWS NT

18 10 Now you eed to create a ew prit driver for geeric text, i Widows 95. Click Start, Settigs, the Priters. Double-click the Add Priter ico. Start the wizard by clickig Next. Select Local Priter, ad click Next. Uder Maufacturers, select Geeric ad click Next. If you re prompted to Keep or Replace the existig driver, select Keep existig. Click Next. Specify the port the priter is actually attached to, ad click Next. Keep the priter ame as is, ad select No for the optio to make it the default. Click Next. I the ext wizard widow, click No for a test page. Click Fiish. Back i LANtastic, select the Maage Server tab ad click the Share Drives ad Priters butto. Make sure This Server is selected at top as the curret server. Click the ew geeric priter i the list, ad click Add. I the Add Resource widow that appears, give the priter ay ame that begis with symbol. Uder Share, click Priter. Uder Local priter, select Geeric Text. The click Create, ad Close. If you cotiue to have problems, cotact your priter maufacturer. You ca t set a default priter from a Widows NT workstatio. Whe you re settig up a ew priter ad you choose to set it as the default priter, you might see this error: Add Priter Wizard: Default priter caot be set. This occurs because the priter ame was set up with a trailig space. Reame the priter without a trailig space. You caot create priter ames with trailig space o a Widows NT 4.0 computer. You ca t view or maage prit jobs eve though your accout has the Q privilege. Two possible problems ca geerate the error message You do t have permissio to modify the settigs for this priter if you eed to chage the settigs, cotact your etwork admiistrator :! You were attemptig to pause or purge a prit job from the Microsoft iterface to a priter object. Before you attempted the operatio, you clicked a colum other tha the documet ame colum (the first colum), so your operatio was see as a priter cotrol operatio, which is t supported. Whe you wat to pause or purge a prit job from the Microsoft iterface to a priter object, click the documet ame first. You ll be able to perform the operatio, because it will be see as a job cotrol operatio. Or! You were tryig to maage a prit job o a LANtastic for Widows 95/98 server ad your accout did t have the T, Y ad Z access rights for the priter resource. Assig your accout the T, Y ad Z access rights accordig to the istructios i the olie Help (search o the topic). These rights eable you to view ad maage prit jobs submitted by other users to that priter. LANTASTIC TROUBLESHOOTING MANUAL

19 11 Your Epso Stylus Color 800 priter does t prit with Service Pack 3. After you istall priter drivers versio 1.01a dated 4/22/97 from Epso's Web site for the Epso Stylus Color 800 priter o a computer with Widows NT 4.0 Service Pack 3 istalled, ad you try to prit a test page, you might see the message: Test page failed to prit. Would you like to view the prit troubleshooter for assistace? The system does ot support the commad specified. Or whe you attempt to prit, you see this error message: Caot access your priter. Be sure that your priter is coected properly ad use Cotrol Pael to verify that the priter is cofigured properly. To solve this problem, istall updated priter drivers. For iformatio about updated priter drivers, cotact Epso. Note that whe you re usig LANtastic for Widows NT, Service Pack 3 must remai istalled. Your priter is pritig multiple copies of the same prit job. After istallig Microsoft Service Pack 3, your priter might start pritig multiple copies of each job oly o NT computers. Certai driver files o your system have bee overwritte. To solve this problem, delete these files from your hard drive: HP5SIMUI.DLL, HP5SIM.DLL, HPRASDD.DLL, ad HPRASDUI.DLL. Error messages If you receive a error message, cosult this sectio, this maual s idex, ad also the Errs_95.pdf file (described ext). Pritig out the error messages PDF file The Errs_95.pdf file that s i the Olie Library lists the most commoly received LANtastic for Widows 95/98 ad NT error messages i alphabetical order, with their possible causes ad solutios. It s a good idea to prit out this PDF file before you start troubleshootig LANtastic o Widows NT computers. (For more iformatio about the Olie Library, see page 5.) Caot locate etwork computer ame or resource. There could be several reasos why this error message appeared:! You might have tried to log ito a server that is t ruig the etwork software, or you specified a server i a etwork path you re ot logged ito. Make sure the server is ruig the etwork software. If you re specifyig a etwork path such as i a LNET USE commad, make sure you re logged ito the server.! More tha oe computer has the same ame. If two computers have the same ame, you ll see two idetical computer ames i Network Neighborhood, ad also i your list of available servers whe tryig to coect to drives ad priters. This could happe if oe computer is a CHAPTER 2. TROUBLESHOOTING LANTASTIC FOR WINDOWS NT

20 12 server o more tha oe etwork. For example, you could be ruig both File ad Priter Sharig for LANtastic Networks (the LANtastic server program) ad aother server program, such as File ad Priter Sharig for Microsoft Networks, o the same computer. This problem should t occur with Widows NT, because whe you istall LANtastic o a Widows NT computer, it modifies the computer ame by addig LT- before the ame. But keep i mid that if you wat to make oe computer act as a server for two or more differet etworks, the two server compoets must have differet computer ames. Widows 95/98 ad NT ca distiguish oly betwee computer ames, ot types of etworks. If you wat to maually chage computer ames, use the Chage Computer Name butto o the LANtastic Custom Cotrol Pael, Accessories page.! You re coectig to a LANtastic for NT computer from a LANtastic for OS/2 computer. If you get the message Caot locate server/etwork ame eve though you ca see that the drive is available from the LANtastic for OS/2 computer, you ll eed to edit the Protocol.ii file o the OS/2 computer. Delete the REM statemet from the NO_MULTICAST switch i the [AILANBIO_NIF] sectio, save your chages, ad try agai.! If the error message says LANtastic: Caot locate etwork computer ame or resource: NetWare or compatible etwork, ad there are o Novell NetWare servers o the etwork, click Start, Settigs, Cotrol Pael, ad double-click the Network ico. Remove the Cliet Service for NetWare ad the NWLik IPX/SPX Compatible trasport. Ukow error. If you get this message whe you discoect a drive i LANtastic for NT, you ve tried to access a drive through Widows Explorer ad discoect from it while it s beig used. LANtastic for NT wo t let you discoect a drive that s curretly beig used by a applicatio. Not eough server storage space available to process this commad. If you see this message whe you try to coect to aother computer o the etwork, you may eed to reistall Microsoft Service Pack 3. Wheever you add ew software or hardware to a NT system, you should reapply the Service Pack, eve if you ve recetly istalled it. Icorrect fuctio. If you receive this message whe you try to coect to aother drive, the etwork adapter is t workig. Click Start, Programs, Admiistrative Tools, ad select Widows NT Diagostics. Click the Resources tab, ad look for the etwork adapter card s IRQ listig. If the adapter is t listed, it is t workig. If the adapter is listed, verify its IRQ settig ad/or try a differet IRQ. LANTASTIC TROUBLESHOOTING MANUAL

21 13 Isufficiet Maagemet Security Level. Log i with a higher Maagemet Security Level. You eed to log ito the server with a accout that has Supervisor access, if you wat to add or remove shared resources, set security or maage the server i ay way. The default accout has the user ame Supervisor, ad the password Supervisor. With LANtastic 8.0, you ca ow log ito This Server automatically as Supervisor uless someoe chages the Supervisor password. See the LANtastic for Widows NT User s Maual for complete details about Maagemet Security Levels. The serial umber for your software is ot available at this time. Try agai later. If the problem persists you may eed additioal liceses. Make sure that the licese that you ve istalled has ot bee istalled o aother computer. If this is a multiple-user licese, check to see how may other computers already have this licese istalled. To do this, ope the LANtastic Custom Cotrol Pael, click the Help meu, ad select About LANtastic. The licese umber is show, alog with the umber of odes the licese allows. Other troubleshootig issues LANtastic for NT ca t route betwee two adapters. Routig for the Artisoft LANtastic NetBIOS is t eabled i LANtastic ruig o Widows NT 4.0. However, if you re ruig strictly LANtastic 8.0 uder Widows 95/98 with LANtastic for NT computers o the etwork, you ca replace the Artisoft LANtastic NetBIOS with TCP/IP-ecapsulated NetBIOS. The cotrol directory is corrupted. Follow these steps: 1. First you eed to remove Server. Click Start, Settigs, Cotrol Pael, ad double-click the Network Ico. 2. Click Services. Select LANtastic Server, click Remove, the exit the Cotrol Pael ad restart your computer. 3. Go to C:\LANtasti\WINNT\LDB_DATA ad delete these files: LDBOBJ, LDBPROP ad LDBVAL. 4. Now go to: C:\LANtasti\WINNT\INSTALL\SERVICES\CLIENT 5. Hold dow the Ctrl key ad select these files: LDBOBJ, LDBPROP ad LDBVAL. Right-click ad copy these files. 6. Paste the files you copied ito this folder: C:\LANtasti\WINNT\LDB_DATA 7. Add back the LANtastic Server (see steps 1 ad 2), ad recreate your resources. Note This will work o both FAT ad NTFS systems. CHAPTER 2. TROUBLESHOOTING LANTASTIC FOR WINDOWS NT

22 14 Check the Evet Viewer. If you have a problem you ca t solve, or you receive a message that says to check the Evet Viewer, click Start, Programs, Admiistrative Tools, ad select Evet Viewer. Whe you double-click recet evets to view details, you might gai some isight as to the cause of the problem. The Widows NT Admiistrator logo cacels the LANtastic user ame/password security logo. Follow these steps: 1. Discoect all coectios i these three places: Assig Drives, Coect to Computers, ad Preferred Servers. 2. Create a NT User Accout o the NT Server. Reboot, ad log o as user (ot admiistrator). 3. Uder LANtastic Logo Settigs, select the check box for Ask for User ame ad Password, ad clear the check box for Password Cache. 4. Create Remembered Coectios i Assig Drives. 5. Reboot, the log o as a NT user. You should ow be prompted for LANtastic User Name ad Password for each remembered coectio. LANTASTIC TROUBLESHOOTING MANUAL

23 CHAPTER 3 Chapter 3 TROUBLESHOOTING LANTASTIC FOR WINDOWS 95/98 CHAPTER CONTENTS Solvig LANtastic for Widows 95/98 problems below Addig or removig LANtastic software compoets This chapter offers solutios to problems that ca occur o Widows 95 or Widows 98 computers ruig LANtastic. Istallatio-related error messages are explaied i Chapter 5, begiig o page 43. For a complete alphabetical list of the most commoly received LANtastic for Widows 95/98 error messages, refer to the Errs_dw.pdf file i the Olie Library. (For more iformatio about the Olie Library, see page 5.) Hit Before you begi troubleshootig, it s a good idea to review Troubleshootig techiques o page 2. Solvig LANtastic for Widows 95/98 problems Commo problems have bee divided ito the followig categories. Go to the page umber for the topic that best describes the problem you re havig. Problems immediately after istallatio Computers ca t commuicate Computer wo t boot or locks up Pritig problems Error messages Problems immediately after istallatio If you have problems immediately after you istall LANtastic o a Widows 95/98 computer, make sure you ve followed all directios i the LANtastic Istallatio ad Setup Maual. The try the umbered solutios i this sectio i the order i which they appear. 15

24 16 After restartig your computer, you receive the error message: Your etwork adapter <ame> is ot workig properly. You may eed to set it up agai. You may have the wrog adapter driver istalled for your adapter, or your adapter I/O Base is differet from the adapter settigs i the Network Cotrol Pael, or it s i coflict with aother device i your computer. Check your adapter driver ame ad settigs by clickig Start, Settigs, Cotrol Pael, the double-clickig Network. Make sure the adapter driver displayed matches your adapter s maufacturer ame ad model. If the adapter ame is icorrect, follow the istructios uder Addig or removig selected etwork compoets o page 24, to remove all etwork compoets, icludig the adapter. The follow the istructios for istallig your adapter driver ad LANtastic for Widows 95/98 i the LANtastic Istallatio ad Setup Maual. If the adapter show is correct, click it ad click Properties. Click the Resources tab. Compare the settig for I/O address rage to the actual I/O Base address settig for your adapter (the two terms mea the same thig). If a asterisk appears by the umber, Widows 95/98 has detected a coflict with aother device. You ca use the selectio arrows i the I/O address rage field to make correctios to the settigs for the adapter driver. However, if you do t have a Plug ad Play adapter, you ll eed to use a adapter cofiguratio utility or move jumpers o your adapter card to chage the actual settigs of your card. If you do t kow how to determie or modify your actual settigs, see your adapter documetatio. After istallig LANtastic for Widows 95/98 ad restartig your computer, ope the LANtastic Custom Cotrol Pael, you click a butto such as Coectig to Computers ad receive the error message: This task wo t ru without the Cliet for LANtastic Networks or The etwork is ot preset or ot started. If this occurs, somethig has preveted the LANtastic cliet from loadig durig startup. For example, you may ot have istalled your adapter prior to ruig LANtastic for Widows 95/98 Setup, but selected it durig the setup process. Or a error may have occurred durig setup, or you may have clicked Cacel durig setup. If ay of these situatios is the case, try removig all etwork compoets except the adapter driver itself, the reistall LANtastic for Widows 95. Follow the istructios uder Addig or removig selected etwork compoets o page 24 to remove all compoets except the adapter driver. The follow the istructios for istallig LANtastic for Widows 95/98 i the LANtastic Istallatio ad Setup Maual. LANTASTIC TROUBLESHOOTING MANUAL

25 17 After istallig LANtastic 8.0 ad restartig your computer, you ope the LANtastic Custom Cotrol Pael, click a butto such as Cofigure Server ad receive the error message: The LANtastic Server is ot istalled. You may have cleared the Share files ad priters check box durig LANtastic Setup, so the LANtastic Server compoet was t istalled. If you wat to make this computer ito a LANtastic server, follow the istructios uder To add a compoet o page 25. After istallig LANtastic 8.0 ad restartig your computer, the other LANtastic computers o your etwork are t displayed whe you click Etire Network i the LANtastic Custom Cotrol Pael or Network Neighborhood. If your computer is set up as a LANtastic for Widows 95/98 server, you see oly your ow computer ame or This Server displayed. (If you see some computers but ot others, see item 5.) Check the etwork cablig coectios to your computer. See the file called Hardware.pdf i the Olie Library, for istructios o etwork hardware ad cablig. If your etwork hardware seems fie, refer to Checkig your IRQ ad I/O Base o page 20. After istallig LANtastic 8.0 ad restartig your computer, oly LANtastic for Widows 95/98 ad LANtastic Dedicated Server computers o your etwork are displayed whe you click Etire Network i the LANtastic Custom Cotrol Pael or Network Neighborhood. If you have other etworkig compoets besides those eeded for LANtastic for Widows 95/98 istalled o your computer, you may have exceeded the multicast address table limit of your adapter driver. You ca avoid this limitatio by turig off multicast addressig o each LANtastic computer o your etwork. For istructios, see Some etwork servers do t appear i your list of available servers or do t appear to be o the etwork o page 18. Sice istallig LANtastic 8.0, your system seems to ru more slowly. Other etwork protocols or compoets that are istalled but are t beig used ca slow dow your etwork access. Follow the istructios uder Addig or removig LANtastic software compoets o page 24. Note If you did t fid your post-istallatio problem i this sectio, also check: Computers ca t commuicate o page 18, Computer wo t boot or locks up o page 19, ad Error messages o page 21. CHAPTER 3. TROUBLESHOOTING LANTASTIC FOR WINDOWS 95/98

26 18 Computers ca t commuicate You have trouble coectig to or commuicatig with other computers. You may have cablig or other hardware problems. Make sure you followed all the istallatio istructios i the LANtastic Istallatio ad Setup Maual. Also see the file called Hardware.pdf i the Olie Library for useful hardware iformatio. The LCHECK32 program provided with LANtastic 8.0 may help you locate a cablig problem. Istructios for ruig LCHECK32 appear i the Lcheck.pdf file i the Olie Library (see page 5 for Olie Library details). You ca also try these possible solutios: Check the drive coectio. From the LANtastic Custom Cotrol Pael, click the Use Network page, click Assig Drives, the click the Help butto i that widow for iformatio. You may have typed i the wrog password or misspelled your password. Try agai to log i. The server you logged ito may have Auto guest logi eabled, ad you logged i with the Guest accout rather tha your idividual accout. The Guest accout may ot have full access to the server you re tryig to coect to. To fid out what accout you re logged i with, go to the Use Network page ad click Chage Password. Scroll through the Computer drop-dow list box util you see the ame of the server you re tryig to log i to, ad click it. Notice that the Password Status box at the top of the widow cotais a For Accout listig. This shows which accout you re usig o that server. Some etwork servers do t appear i your list of available servers or do t appear to be o the etwork You might have too may etwork compoets tryig to use the adapter driver software. Try removig ay etwork compoets you do t use or eed, as described uder Addig or removig LANtastic software compoets o page 24. If you still do t see the servers, you might eed to tur off multicast addressig i the Artisoft NetBIOS ad o all other LANtastic computers o your etwork. To tur off multicast addressig, follow these steps o each LANtastic for Widows 95/98 computer o your etwork: Click Start, Settigs, Cotrol Pael, the double-click the Network ico. Click the Artisoft NetBIOS ad the click Properties. Click the Advaced tab. A scree listig properties ad values appears. Click Multicast, scroll through the list i the Value widow ad click Off. Click OK ad restart your computer. LANTASTIC TROUBLESHOOTING MANUAL

27 19 To tur off multicast addressig, follow these steps o each LANtastic 5.x or 6.x computer o your etwork: Use a text editor to ope the STARTNET.BAT file. Fid the AILANBIO commad lie ad add the /NO_MULTICAST switch to the ed of it. Save your chages ad restart your computer. The Artisoft NetBIOS is t i the Network cotrol pael compoets list o the Cofiguratio page You might have used the Have disk butto durig Setup to istall the adapter driver. With certai adapters, the Artisoft NetBIOS might ot be istalled. You ll eed to go to the Widows 95/98 Network cotrol pael ad remove all LANtastic ad Artisoft compoets except the adapter driver, ad the restart your computer. Istructios appear uder Completely removig LANtastic from a computer o page 25. Whe you reistall LANtastic for Widows 95, Setup should fid the adapter driver. If you have a NodeRuer etwork adapter, you may have to place the adapter i aother computer first to cofigure it to alterate settigs to avoid a coflict. Make sure you ve followed all the istructios i the LANtastic Istallatio ad Setup Maual, Widows 95/98 istallatio chapter. Also see the file called Hardware.pdf i the Olie Library for useful iformatio about hardware setup. Computer wo t boot or locks up Your computer wo t boot with the etwork card istalled. You may have a hardware coflict. Check your hardware cofiguratio, as described uder Checkig your IRQ ad I/O Base o page 20. Your computer locks up whe coectig to resources. Check your hardware cofiguratio, as described uder Checkig your IRQ ad I/O Base o page 20. Whe you first start up your computer, it locks up. Reboot your computer. If you see a message about restartig i Safe Mode, accept it or click Yes. If you upgraded to Widows 95/98 ad istalled LANtastic, ad Widows 95/98 ow locks up, you should first edit your computer s AUTOEXEC.BAT file ad remove the DOS SHARE.EXE commad. This is because Widows 95/98 has a built-i Share commad. The reboot i Normal Mode. It s also a good idea to check your hardware cofiguratio, as described uder Checkig your IRQ ad I/O Base o page 20. If those settigs are good, reboot i Normal Mode. CHAPTER 3. TROUBLESHOOTING LANTASTIC FOR WINDOWS 95/98

28 20 Whe you re usig a applicatio, your computer locks up. Press Ctrl+Alt+Del. The Close Program widow appears, askig you which programs you d like to close. Select the oe that s ot respodig ad click Ed Task. If ecessary, repeat this process. The applicatio may ot be etwork-compatible. Checkig your IRQ ad I/O Base You may have a icorrect adapter driver IRQ settig or aother device i the computer that coflicts with the etwork adapter s settigs. Each adapter eeds to have a uique Iterrupt Request Lie (IRQ) ad/or I/O Base address. Most Artisoft adapters default to IRQ 15 ad I/O Base 300. Check your adapter driver IRQ settig by clickig Start, Settigs, Cotrol Pael, the double-clickig the System ico. Click the Device Maager tab, the click the plus sig i frot of etwork adapter. Highlight your etwork adapter, ad click the Properties butto. I the Properties widow, click the Resources tab. Compare the settigs for the IRQ ad I/O address to the actual IRQ ad I/O Base settigs for your adapter. You ca click the Chage Settig butto if you eed to chage the settigs. If you do t kow how to determie your actual settigs, see your adapter documetatio. May adapters use jumper settigs o the card to cofigure settigs. Pritig problems Because LANtastic for Widows 95/98 uses the Widows 95/98 pritig system, you ll eed to refer to the Widows 95/98 olie Help system for help with most pritig problems. But check this sectio first. You ca t prit. You may eed to set up the priter to use a geeric prit driver. First, go to the computer that has the priter attached. Ope LANtastic ad select the Use Network tab. Click Coect to Computers. If your computer appears i the Already Coected list, click it ad click Discoect. The, i the Available for Coectio list, double-click This Server. Type Supervisor i both the User Name ad Password fields, ad click OK. The close the LANtastic Coectios widow. Now you eed to create a ew prit driver for geeric text, i Widows 95. Click Start, Settigs, the Priters. Double-click the Add Priter ico. Start the wizard by clickig Next. Select Local Priter, ad click Next. Uder Maufacturers, select Geeric ad click Next. If you re prompted to Keep or Replace the existig driver, select Keep existig. Click Next. Specify the port the priter is actually attached to, ad click Next. Keep the priter ame as is, ad select No for the optio to make it the default priter. Click Next. I the ext wizard widow, click No for a test page. Click Fiish. LANTASTIC TROUBLESHOOTING MANUAL

29 21 Back i LANtastic, select the Maage Server tab ad click the Share Drives ad Priters butto. Make sure This Server is selected at top as the curret server. Click the ew geeric priter i the list, ad click Add. I the Add Resource widow that appears, give the priter ay ame that begis with symbol. Uder Share, click Priter. Uder Local priter, select Geeric Text. The click Create, ad Close. If you cotiue to have problems, cotact your priter maufacturer. You ca t view or maage prit jobs eve though your accout has the Q privilege. Two possible problems ca geerate the error message You do t have permissio to modify the settigs for this priter if you eed to chage the settigs, cotact your etwork admiistrator : You were attemptig to pause or purge a prit job from the Microsoft iterface to a priter object. Before you attempted the operatio, you clicked a colum other tha the documet ame colum (the first colum). So your operatio was see as a priter cotrol operatio, which is t supported. Whe you wat to pause or purge a prit job from the Microsoft iterface to a priter object, click the documet ame first. You ll be able to perform the operatio, because it will be see as a job cotrol operatio. You were tryig to maage a prit job o a LANtastic for Widows 95/98 server ad your accout did t have the T, Y ad Z access rights for the priter resource you were tryig to maage. Assig your accout the T, Y ad Z access rights accordig to the istructios i the olie Help (search o the topic). These rights eable you to view ad maage prit jobs submitted by other users to that priter. Computers ruig LANtastic for Widows 95/98 ca t share a Hewlett-Packard JetDirect priter. The HP JetDirect priter wo t appear as a resource o the Available Priters list i the Share Drives ad Priters widow. However, each Widows 95/98 cliet ca still use the priter by istallig HP Services i the Widows 95/98 Network Cotrol Pael. Refer to your HP documetatio for detailed istructios. Error messages If you receive a error message, cosult this sectio, this maual s idex, ad also the Errs_95.pdf file (described o page 22). CHAPTER 3. TROUBLESHOOTING LANTASTIC FOR WINDOWS 95/98

30 22 Pritig out the error messages PDF file Before you get started troubleshootig LANtastic o a Widows 95/98 computer, it s a good idea to prit out the error messages file (Errs_95.pdf) that s icluded i the Olie Library (see page 5). This file lists the most commoly received LANtastic for Widows 95/98 ad Widows NT error messages i alphabetical order, with their possible causes ad solutios. Istallatio-related error messages are covered i Chapter 5, begiig o page 43. (Istallatio-related error messages are also icluded i the Errs_95.pdf file.) Caot locate etwork computer ame or resource. There are a few possible reasos this error message occurred: You might have tried to log ito a server that is t ruig the etwork software, or you specified a server i a etwork path you re ot logged ito. Make sure the server is ruig the etwork software. If you re specifyig a etwork path such as i a LNET USE commad, make sure you re logged ito the server. If you still receive this error message, you might eed to tur off multicast addressig i the Artisoft NetBIOS ad o all other LANtastic computers o your etwork. Istructios appear o page 18 uder Some etwork servers do t appear i your list of available servers or do t appear to be o the etwork. More tha oe computer has the same ame. If two computers have the same ame, you ll see two idetical computer ames i Network Neighborhood, ad also i your list of available servers whe tryig to coect to drives ad priters. This could happe if oe computer is a server o more tha oe etwork. For example, you could be ruig both File ad Priter Sharig for LANtastic Networks (the LANtastic server program) ad aother server program, such as File ad Priter Sharig for Microsoft Networks, o the same computer. If you already had Microsoft Networkig istalled, LANtastic for Widows 95/98 will adopt the same computer ame whe it s istalled. If you wat to make oe computer act as a server for two or more differet etworks, the two server compoets must have differet computer ames. Widows 95/98 ca distiguish oly betwee computer ames, ot types of etworks. You ll eed to maually chage computer ames, uless you re settig up your computer as a cliet oly or as a server for oly oe etwork. Use the Chage computer ame butto o the LANtastic Custom Cotrol Pael, Accessories page. LANTASTIC TROUBLESHOOTING MANUAL