OFF97: Problems with Millennium and Mystique Video Cards

• Microsoft Office 97 for Windows
• Microsoft Excel 97 for Windows
• Microsoft Word 97 for Windows
• Microsoft Access 97 for Windows
• Microsoft PowerPoint 97 for Windows
• Microsoft Outlook 97 for Windows

WARNING: The information in this article has not been confirmed or tested by Microsoft. Some or all of the information in this article has been taken from unconfirmed customer reports. ANY USE BY YOU OF THE INFORMATION PROVIDED IN THIS ARTICLE IS AT YOUR OWN RISK. Microsoft provides this information "as is" without warranty of any kind, either express or implied, including but not limited to the implied warranties of merchantability and/or fitness for a particular purpose.

SYMPTOMS

When you use any of the programs listed at the beginning of this article, you may notice any of the following problems:

• When you attempt to start any of the programs listed at the beginning of this article, you may receive the following error message:

        This program has performed an illegal operation and will be shut
        down. If the problem persists, contact the program vendor.
  

  If you click Details, you receive an error message that is similar to either of the following:

        <Program> caused an invalid page fault in module MGAPDX64.DRV at
        <address>.
  

        -or-
  

        WINWORD caused a stack fault in module KERNEL32.DLL at
        014f:bff725c5.
  

• When you open a file that contains drawing objects or AutoShapes, you may receive the following error message:

        This program has performed an illegal operation and will be shut
        down. If the problem persists, contact the program vendor.
  

  If you click Details, you may receive one or more error messages that are similar to either of the following:

        <Program> caused an invalid page fault in module NTDLL.DLL at
        <address>.
  

        -or-
  

        <Program> caused an invalid page fault in module GDI32.DLL at
        <address>.
  

• Buttons in the Office Assistant window appear as flat, white circles that are difficult to distinguish from the background of the window.
• When you print a document in Microsoft Word 97, characters may be missing from the printed output.
• White text with a black background is printed as a black box with a white box in the center.
• Under Microsoft Windows NT, when you change the color of the Office toolbar on the Office Shortcut Bar, the following error message appears:

        MSOFFICE.exe
  

        Access violation (0xc0000005), address 0x77f941eb
  

  The Office toolbar is then closed.

• When you scroll through the document in online layout view, the document background may not appear correctly.

  This problem may occur when you scroll through the document by using the up or down scroll arrows on the vertical scroll bar or by using the UP ARROW or DOWN ARROW keys on the keyboard.

  NOTE: This problem is unlikely to occur when you use the PAGE UP, PAGE DOWN, CTRL+HOME, or CTRL+END keys. This problem happens only after you first start Word.

CAUSE

These problems may occur if a Matrox Millennium or a Matrox Mystique video adapter is installed on your computer and any of the following conditions is true:

• You are using an outdated video driver.

  -or-

• The video adapter basic input/output system (BIOS) is out of date.

  -or-

• The color palette is set to 16 million, 65,000, or 32,000 colors.

  -or-

• You using a video resolution of 1024x768 and the Large Fonts setting.

RESOLUTION

To resolve this problem, download updated video drivers and BIOS files from the Matrox Web site.

NOTE: Microsoft does not support downloading and installing updated video drivers and BIOS files from the Matrox Web site. If you need assistance, you must contact Matrox Technical Support.

The third-party contact information included in this article is provided to help you find the technical support you need. This contact information is subject to change without notice. Microsoft in no way guarantees the accuracy of this third-party contact information.

Downloading Updated Video Drivers

To download updated video drivers from the Matrox Web site, follow these steps:

1. Use your Web browser to go to the appropriate address. The Matrox Web address is http://www.matrox.com/mgaweb/drivers/drivers.htm.

2. Click the link for your operating system (for example, click "/win95/" for Windows 95, or "/winnt/" for Windows NT and so on).

3. Click the appropriate link to download the latest video driver. When you are prompted to open or save the file you are downloading, click "Save it to disk," and then save the file in a folder on your hard disk.

4. After you download the file, run it and follow the instructions in the Readme.txt file.

Downloading Updated BIOS Files

To download updated BIOS files, follow these steps:

1. Use your Web browser to go to the appropriate address. The Matrox Web addresses are listed in the following table.

         Video Adapter       Address
         -------------------------------------------------------------
   
         Matrox Millennium   http://www.matrox.com/mgaweb/ftp_mill.htm
         Matrox Mystique     http://www.matrox.com/mgaweb/ftp_myst.htm
   
   

2. Click "/bios/."

3. Click the link for the BIOS files, and save the file in a folder on your hard disk.

4. Decompress the downloaded file using the PKZip utility.

   If PKZip is not installed on your computer, use the link on any of the pages on the Matrox Web site to download PKZip.

5. Run the Install.exe program and follow the instructions on the screen.

MORE INFORMATION

As of July 11, 1997, the latest video driver and BIOS versions are listed in the following table.

   Video Adapter       Video Driver   Operating System      BIOS
   -------------------------------------------------------------

   Matrox Millennium           3.63   Windows 95            2.70
                               3.12   Windows NT 4.0
                               2.31   Windows NT 3.51

   Matrox Mystique             3.63   Windows 95            1.50
                               3.12   Windows NT 4.0
                               2.31   Windows NT 3.51

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