Troubleshooting Windows (95/98/NT/2000)

Using multimedia programs can sometimes be frustrating because of the various hardware, software and operating system components that must work together. Most problems can be solved by simply inspecting the hardware and software setup of your machine.

Below are step-by-step guidelines for checking the most common causes of problems when running the Virtual Clinic program under Windows. Most technical difficulties are caused by outdated drivers for video, CD-ROM, and sound cards, or from improperly configured equipment. Your hardware manufacturer should be able to provide you with updated drivers. Manuals for your equipment and for Windows may explain optimal settings for your system.

If you are experiencing problems with the HIV Virtual Clinic program, start by checking system requirements. This program requires at least 8MB of RAM and 23 MB of hard drive space. If you do not have sufficient memory on your system, the program will not run.

Windows Sound
Sound problems occur for many reasons, so they're often hard to track down. Here are some general suggestions for checking the most common sound problems. These steps don't need to be carried out in order; they are just general guidelines for checking the various things that can go wrong with sound. If you continue to have audio problems after trying these steps, then feel free to call our technical support number listed on page 16.

Step 1: Verify all hardware components
Check that all cables are properly connected, that speakers are plugged in and turned on, that the volume on your speakers is set appropriately.

Step 2: Check sound drivers by playing system sounds
If your hardware is properly set up, make sure that you have Windows sound drivers installed by playing system sounds:

IN WINDOWS (95/98/ME/2000/NT):

• Begin by clicking the Start button, point to Settings and click Control Panel. Then, double click on the Sounds icon to open the Sound Properties dialog box.
• If the Events box lists items in black, select one (e.g. "Default Beep") and click the Play button. If you hear nothing, check your hardware; be sure your cables are securely connected, that speakers are on and volume controls are adjusted properly. If problems persist, check the manual that came with your sound device.
• If the events in the Events list are grayed out, then the Windows drivers for your sound device are not correctly installed or the computer does not have sound capability. Refer to the manual that came with your sound device for proper installation procedures.

Step 3: In Windows 95/98/NT only, check volume levels

• From the Windows Start Menu, select Programs, Accessories, Multimedia, then Volume Control.
• If you do not have the Volume Control installed on your system, select Settings, Control Panel from the Start menu. Double-click on the Multimedia icon and click on the Audio tab to set the volume.

Step 4: Update your sound driver to the most current version
See Updating Windows Device Drivers below for information about how to get the most recent updates.

Step 5: Check the README file for more details
If you are still having problems with audio playback, please refer to the README file located in the HIV Virtual Clinic program group. This file provides detailed information on a variety of configurations and specific cards.

Windows Video

When running the Virtual Clinic program, you may see brief stuttering effects during video. Unless these effects occur frequently or are of long duration, they are no cause for concern. Installing the most current version of your video driver might help. It may also help to have the latest version of Apple's QuickTime software (http://www.apple.com/quicktime), which is used to play audio and video media. See Updating Windows Device Drivers for information about how to get the most recent updates. If, after updating your driver, you are still experiencing problems with video playback, please refer to the README file located in the HIV Virtual Clinic program group. The file provides detailed information on a variety of configurations and specific cards.

If your fonts look particularly ragged, check to make sure that following TrueType fonts are installed on your system: Arial, Times New Roman and Courier New. To double check fonts in Windows 95, select Settings, Control Panel from the Start menu and double-click on the Fonts icon.

Although unlikely, if the program display becomes corrupted, let the Virtual Clinic program continue to run to refresh the display. If you still cannot see the display, quit the program using ALT+Q and restart.

Windows Screen Savers

If you are experiencing display corruption due to your screen saver, disable it. See the instructions that came with your screen saver software. To disable the built-in screen saver for Windows 95/98/NT:

• Click the Start menu, then point to Settings and choose Control Panel.
• Double click on the Display icon to get the Display Properties dialog box. Choose the Screen Saver tab.
• Find the Name box and use the down arrow to the right of the box to highlight the option (None). Click OK.

Conflicts With Other Windows Programs

Do not run processor intensive programs while running the HIV Virtual Clinic program. Exit any other programs that may be running in the background (including CD Player application). In Windows 95, you can reconfigure your startup folder to prevent Windows 95 from automatically starting applications which run in the background and may conflict with the Virtual Clinic program:

• Select the Start button in Windows 95. In the Settings menu, choose Taskbar to get the Taskbar Properties dialog box.
• Click Start Menu Programs.
• Click Advanced in the Customize Start Menu Group.
• Double-click on Programs folder. Create a new folder called "Startbk" by selecting New and Folder from the File menu.
• Open the Startup folder; move items to the new folder by clicking and holding the right mouse button and dragging the selected item into the new folder. Choose "Move here" when prompted and repeat until the Startup folder is empty.
• Restart Windows 95.

It is possible that changes to the system after installation, such as the installation of another multimedia program, may cause unexpected problems. For example, a program that uses an earlier version of QuickTime might cause conflicts; reinstall the Virtual Clinic program to redress this problem.

Updating Windows Device Drivers

We recommend that you update your Windows 95 device drivers to the most current versions. The majority of sound and video problems will be corrected by updating Windows drivers. Your hardware dealer should have access to the most recent drivers. In addition, Microsoft has made a great deal of information and help available through the Windows Driver Library (WDL) and the Microsoft Download Service (MSDL); the MSDL phone number is (206) 936-MSDL (6735). Internet addresses are:

• http://www.microsoft.com
• ftp://ftp.microsoft.com (FTP)

When you download the drivers, follow instructions found in the WDL.TXT file.

Windows Performance

Here is a summary of things to try if you are having performance problems:

• Do not run processor-intensive programs while the Virtual Clinic program is running, especially on a lower-end machine.
• Turn off CD-ROM drive caching to improve video performance.
• Turn off any screen savers.
• Defragment your hard drive (refer to instructions which came with your operating system).