New Problem and Fixes of the Day
6/1/99
Problem Description: The user has just installed Office 2000 on the system, and now everytime the system is idle the user gets "explorer caused a general protection fault in module webcheck.dll".
Cause: It appears that when Office 2000 is installed without having IE 5.0 on the system the webcheck.dll file is not installed properly.
Resulation: Manually extract webcheck.dll from the IE 5.0 Cab Files on the Office 2000 Disk 1. The format in Windows 95 is "extract mobile95.cab webcheck.dll /l c:\windows\system". In Windows 98 you can double click on the Cab file and drag the file to the c:\windows\system directory.
4/2/99
Problem Description: User has a new comptuer with a HSP 56K Modem, and can not get connected.
Cause: The HSP modems can not negotate very well at 56k.
Resulation: Add N0S37=12 in the extra settings to make the modem function at V.34 Speed.
3/30/99
Problem Description:User has received e-mail with a small Microsoft Word, or Microsoft Excel file attached (.doc, or .xls), and the user is using Outlook (any version). People from the users address book are now complaining to the user that they are receiving an e-mail with the same attachment.
Cause: The user may be "infected" (word with carefully with the users) with either "Melissa" or "Papa". These are both macro virii that are working there way around the internet. If the user is going to open this file, they should be prompted if they want to turn macro's on or off. To avoid infection they must not turn macro's on.
Resolution: Most major anti virus's can detect Melissa and remove her. As of this writing no removal information is available for Papa. Once the file is removed the security settings for users using Internet Explorer will need to be reset. Melissa sets them to the lowest possible setting.
Note: More virii of this style are to be expected in the near future. The best defense against these virii is to educate the users about the virii. Users should be told that if they get e-mail, even from someone they know and it asks to enable Macro's they should decline, unless they have contacted the sender to confirm the authenticity of the attachment.
Problem Description: Enabling PPTP (Point to Point Tunneling Protocol) on Windows NT 4.0 Server or Workstation will inhibit Internet Explorer 5.0's ability to browse.
Cause: Unknown conflict between I.E. 5.0 and Windows NT 4.0 Server and Workstation
Resolution: Do not install I.E. 5.0, if the user will need to use PPTP to connect to there Company's WAN, or LAN. This should not affect Earthlink Network, Technical Support Staff. If user has already installed I.E. 5.0, refer user to there Company Network Admin for disabling of PPTP.
3/29/99
Problem Description: The user has just installed Internet Explorer 5.0 and has then upgraded there Diamond Video Card drivers, they will receive system errors, up to and including the Windows OS not booting.
Cause: The Diamond Video Card drivers are installing a conflicting version of comctl32.dll over Internet Explorer 5.0s version.
Resolution: To resolve this issue you need to extract the comctl32.dll from the Internet Explorer 5.0 Setup Cab files. If the user has Windows 95/98 use "extract /e /l c:\temp setupw95.cab comctl32.dll". If the user has Windows NT 4.0 use "extract /e /l c:\temp setupnt.cab comctl32.dll". Then copy the file from c:\temp to c:\windows\system (c:\winnt\system for Windows NT 4.0).
Problem Description: The user has Internet Explorer 5.0 and the Personal Start Page will not work.
Cause: In an effort to increase security with Internet Explorer 5.0, Microsoft set I.E. 5.0 to delete the cookies ever time the browser is closed.
Resolution: Open I.E., Click Tools, then Internet Options. On the Advanced Tab, in the Security Section, you will need to uncheck "Empty Temporary Internet Files folder when browser is closed".
Problem Description: If the user is using Outlook 97 or Outlook 98 and then installed Netscape 4.5 or Netscape 4.51 the Outlook program may crash.
Cause: Netscape puts it's own version of mapi32.dll in the c:\windows\system folder. The version number of the file included with Netscape is higher than the mapi32.dll that is included with Outlook 97 or 98.
Resolution: To fix this problem, rename c:\windows\system\mapi32.dll to c:\windows\system\mapi32.old and rename c:\windows\system\mapi32bak.dll to c:\windows\system\mapi32.dll. Then launch Outlook 97 or 98.