Technical Support

Troubleshooting Installation Problems

You can resolve most install issues by performing one of the tasks below. The first task is to disable caching on your CD-ROM drive. Next, you will want to make sure all other non-essential applications are not currently running. If that doesn't work, you will want to clean your CD-ROM, and finally, if these steps fail, there is an alternate installation program on Family Tree Maker Version 5.0 CD-ROM #2.

Clean the CD

Sometimes newly-manufactured CD-ROMs have a light film on them. This is enough to make the CD-ROM unreadable on most drives. However, by cleaning the CD, you can make it work fine.

  1. Wipe the shiny side of the CD with something dry, soft, and lint-free.

  2. When wiping the CD, wipe from the center outward, not in a circular motion, and be sure to wipe the whole CD.

    Now you can begin the installation procedure again.

Disable Caching of CD-ROM

Begin on the Windows 95/98 desktop with all programs closed. Follow the steps below to disable caching in Windows 95/98:

  1. Click Start.

  2. Select Settings and then select Control Panel.

  3. In the Control Panel, double-click the System icon and then select the Performance tab.

  4. Click File System under Advanced settings, and then select the tab labeled CD-ROM.

  5. Now switch the setting under Optimize access pattern for to No Read Ahead.

    If it is already set to No Read Ahead, then change it to the speed of your CD-ROM drive. For example, if your CD-ROM drive is a Quad speed, then select Quad speed or higher.

  6. Close the dialog boxes by clicking OK or Close until Windows prompts you to restart your computer.

    At this point restart Windows. This shouldn't affect the performance of your CD-ROM drive when using Family Tree Maker. However, you may see a slowdown in performance if you use applications that depend on graphics, sound, or video being played from your CD-ROM drive.

Close All Applications

Often, if other applications (especially virus protection programs) are running at the same time you install Family Tree Maker, they may cause difficulties. This is why many programs, including Family Tree Maker, ask you to close any currently running applications at the beginning of the setup process. Follow the steps below to close your applications in Windows 95/98:

  1. From the Windows 95/98 Desktop, press the CTRL+ALT+DEL keys at the same time.

    Windows displays the Close Program dialog box.

  2. From this dialog box, you can close any single open program by highlighting it and clicking End Task.

  3. Repeat steps 1 and 2 until all programs except for Explorer and Systray are closed.

Using the Install Tool

For the rare instances when the steps above do not work correctly, there is an alternate installation program. For Family Tree Maker Version 5.0 this program is on CD-ROM #2. For Family Tree maker Version 6.0 the program is on CD-ROM #1. The program is called TS.EXE, and the instructions for using it are below.

  1. Put appropriate CD-ROM into your CD-ROM drive.

  2. Click the Start button and select Run.

  3. In the Open field, type D:\TS.EXE.

    (If you are installing from a CD-ROM drive other than drive D, type that letter instead. For example, to install from drive E, type E:\TS.EXE.)

  4. In the WinZip Self-Extractor dialog box, click OK.

  5. Click Unzip to extract the program files into C:\FTW (the FTW folder on the C: drive). If you want to install to a different directory, type the directory name into the Unzip to folder field.

  6. Click OK when it's finished, then click Done to return to Windows.

You'll probably want to create a shortcut to Family Tree Maker in the Start menu so that you have a quick and easy way to start the program. Refer to your Windows 95/98 documentation or built-in help system for more information on creating shortcuts and customizing the Windows 95/98 Start menu. However, first follow the instructions below to verify that Family Tree Maker is installed properly.

  1. Click the Windows 95/98 Start button, select Find, and then select Files or Folders.

    Windows displays the Find dialog box.

  2. In the Named field, type FTW.EXE.

  3. Verify that the Look in drop-down list shows the letter corresponding to the drive where Family Tree Maker is installed.

    This is probably your C: drive.

  4. Make sure that Include subfolders is selected.

  5. Click Find Now.

    Find displays the search results in the bottom half of the dialog box.

  6. Double-click the most recent FTW.EXE that appears in the window.

    Family Tree Maker starts.

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