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Troubleshooting Tips
Common Solutions, for common problems

Problem Mac Solution PC Solution
Pointer movement on the screen is choppy and inconsistent when you move the mouse around. Clean out your mouse: turn the mouse over and rotate the disk around the mouse ball until it pops off. Remove the mouse ball and wipe it off. GENTLY clean the wheels on the inside of the mouse to get the grime off. Reassemble the mouse.
A peripheral device isn't working (printer, scanner, etc.) Turn off the computer and the attached device. Turn on the device first and THEN turn on the computer.

An error message pops up.

 

 Close all open applications and then restart the computer: From the Special Menu choose Restart. Close all open applications and then restart the computer: From the Start menu, choose Restart. If there is no option to restart, choose Shut Down and in the window that appears, choose Restart.
The application is frozen. Force quit: Hold down the Option, Apple and Esc keys at the same time. Click Force Quit in the window that appears. Force quit: Hold down the Ctrl, Alt and Delete keys at the same time. Select the application from the list and click End Task.
The computer is frozen. First check to see if the application is frozen (see above) and then restart the computer: Hold down the Option, Apple and power key on the keyboard (on the top right of the keyboard). If it is a new G3 or G4, push the restart button on the front of the computer.  If neither of these works, hit the power button and as a last resort, pull the power cord. First check to see if the application is frozen (see above) and then restart the computer: Hold down the Ctrl, Alt and Delete keys at the same time, when the window comes up asking if you want to End Task, hold down the Ctrl, Alt and Delete keys again. If this doesn't work, try Clicking on Shut Down in the window. If this doesn't work, hit the power button on the computer.
A disk is stuck

Sometimes there is a paper-clip hole on the front of a disk drive that will allow you to force eject a disk from the computer. On new G4's, however, the hole for the zip disk may go nowhere. If you are unable to force eject a disk with a paperclip, restart the computer.

Mac PC
From the Special menu, choose Restart. From the Start menu, choose Restart. If there is no option to restart, choose Shut Down. In the window that appears, choose Restart.

 
The computer or monitor won't turn on, or I have lost my network connection. Shut down the computer. Carefully unplug each cable and then plug it in tightly. If you have lost your network connection, unplug your network cable from the computer and plug it back in and then if possible, unplug it from the wall and plug it back in. Turn on the computer.

General Knowledge Tips
Question Mac PC
How do I find how much RAM I have?  From the Apple menu, select About this Computer. There are a few different memory statistics here, but the one you want is called Built-In Memory. Generally, you may use the right mouse-button to click on "My Computer".. a menu will appear, select "Properties"..  The general tab will contain the amount of memory in the system.
How do I find out the size of my Hard Disk?

Click once on the Macintosh HD to select it and then from the File menu choose Get Info. You may have to select General. The number next to Available is your available HD space.

Double-click on My Computer and then right-click on C: Choose Properties from the menu. The number next to Capacity is your total Hard Disk space.
Using Disks Remember that disks are not always cross-platform! It is possible to use a PC formatted disk on both a Mac and a PC. Mac formatted disks can ONLY be used on Macs.
Reformatting Disks Put the disk into the computer. If it does not ask you to reformat right away, from the Special Menu, choose erase disk. You will be given options for formatting to choose from. Put the disk into the computer. Open "My Computer" and right click on the A: drive.  Select "Format" and choose your options.  Click format and wait.
Cross-Platform, Different Versions? Some software has problems working with files that were created on a different platform (Mac or PC) or in a different version. If you are moving back and forth from one computer to another, you can try saving as a lower version in the Save as type drop-down menu when you save. You can usually find out about different software and its compatibility issues at the manufacturer's website or by calling the manufacturer's tech support number.

Program Installations

Unable to install a software program
  1. Verify the diskettes or CD are readable by reading the files off the drive. For example Microsoft Windows users can explore the drive in Windows Explorer. If the CD attempts to AutoPlay you may need to right click the drive and click Explore to browse the drive.
  2. If the CD reads fine with no errors verify your computer meets the minimum requirements of the software program. If your computer does not have enough disk drive space or does not meet the requirements the program will not install.
  3. Make sure the program or utility you are installing is compatible with the version of Operating System you have on your computer. For example, many older utilities such as a virus protection program may only work with a specific version of Microsoft Windows.
  4. If you are getting stopped at the CD-KEY or Serial Number verification, verify you are entering the correct number. If you lost your number or key or it does not work you will need to contact the developer of the program. TorontoComputerSolutions  will not provide any users with an alternate identification number. 

Error during installation
  1. Verify your computer meets the requirements of the program or utility. For example if your computer runs out of disk space during the installation this would cause an error during the installation.
  2. Verify the CD is clean and contains no significant scratches.
Program or utility does not load or has an error when it does load
  1. Verify the program or utility documentation makes no mention of the error you are experiencing. Many times the error and explanation to how to resolve the error are already documented. 
  2. Verify no patches or updates are available from the developer of the program or utility. In some cases the software program may require an update before it can be successfully ran on your computer.
  3. Make sure all other programs are closed when you attempt to run the program or utility. If the program successfully runs after closing all other programs its possible that the program may have issues with other programs.
  4. Make sure the computer has been rebooted at least once after the program has been installed. In some cases it may be required.
  5. Verify your computer has the correct date. In some cases a program may rely on the date and if that date is incorrectly set it may cause issues. Additional information about setting the date can be found on document CH000554. 
  6. If following the above recommendations does not resolve your issues attempt to reinstall the program or utility.

Slow System Speeds

Computer running slow
  1. Make sure your computer has at least 100MB of hard disk drive space. If your computer has less then 1000MB it may cause the computer to operate more slowly. Additional information about regaining hard disk drive space can be found on document CH000528.
  2. Run Microsoft Scandisk and Defrag on the computer. 
  3. Click Start, Search, and click For Files or Folders in the search window search for a file named *.tmp and make sure you are searching or looking in the local C: drive.  Once search has completed delete any files found.
  4. Ensure that no errors on conflicts exist in the device manager.
  5. Make sure Windows 98 is up to date by checking Microsoft Windows update page. 
  6. Ensure your computer has the latest drivers for the hardware devices installed in your computer.
  7. If your computer has a virus protection program installed make sure it is up to date and that no viruses are being detected. If your computer does not have a virus protection program you may wish to consider installing a program to make sure no viruses are causing your problems. Information about updating your antivirus program can be found on our Virus Information section and information about what antivirus programs are available can be found on our Recommended Products section.

 

 

 
 
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