Troubleshooting Applications on Networks

SUMMARY

When troubleshooting a Microsoft application running on a network, the following steps will help simplify the troubleshooting process:

Questions to ask:

1. Does the problem occur on all workstations or to all users?

       - If the answer is yes, and there is no record of the error
         message in the knowledge base, try to find some factors
         (hardware, software, and so on) that are common to all of the
         machines or all of the users.
   

       - If the answer is no, and there is no record of the error
         message in the knowledge base, try to find common factors
         relative to those machines affected (similar software, hardware,
         and so on).
   

2. Does the problem occur when logged in as Supervisor?

       - If the answer is yes, it is probably not a rights-related
         issue.
   

       - If the answer is no, it is probably an issue related to the
         rights of the individual receiving the error message.
   

3. If the problem still is not solved, disable all non-network related programs from the AUTOEXEC.BAT, CONFIG.SYS, and login scripts (if applicable). If the problem still occurs, it is not related to software conflict.

1. If the application is Microsoft Word and the network is Novell, check to see if Word was started with the /N switch and if the MSWNET, for Word versions earlier than 5.50, or MSWNET55, for Word version 5.50, variable is set correctly.

       - If the MSWNET was not set or set correctly, set the MSWNET
         (MSWNET55) variable through the login script or in the manner
         described in the "Setting Up Network Workstations for Multiple
         Users" application note.
   

2. Is the problem printing related?

       - Type in CAPTURE SH at the DOS prompt. This command provides
         information on how Novell is capturing the data to the LPT port.
   

         If the TABS field displays NO CONVERSION, the job configuration
         is set to BYTESTREAM (appropriate for applications with a print
         driver). If the TABS field displays anything other than NO
         CONVERSION, it is set to TEXT (appropriate for applications
         without a print driver). See the PRINTCON menu and CAPTURE command
         line utilities in the "Introduction to Novell" section of the
         Novell documentation.
   

         If printing a large document or a document with numerous
         downloaded fonts or graphics, increase the time-out count for
         the job.
   

         If printing to a postscript printer, do not use a banner page.
   

       - If printing problems still occur, follow the steps listed in
         "What to Do If a Network Printer Won't Print."