Supporting AcIS Internet Software v.5.1 for Macintosh 11/10/98 11:00 am
CONTENTS Troubleshooting Procedure What the Installer Does Known Problems		Troubleshooting Procedure (shortened version of what is at http://www.columbia.edu/~jill/PPP/) ---------------------- Step 1. Check the Macintosh model, MacOS version, and RAM to make sure it meets the minimum requirements as listed in the User Guide. If it doesn't, don't waste time trying to help the customer get up and running. WE ONLY SUPPORT SYSTEMS WHICH MEET THE MINIMUM REQUIREMENTS. Step 2. Get an exact description of the problem and the exact error message. See if it matches a documented problem. (New troubleshooting info will be made available on the Web and in Remedy for the new version of the software.) If it does, provide the customer with the solution. Step 3. Walk through all the FreePPP settings to make sure there's nothing peculiar there. (Open the FreePPP Setup application to do this.) Step 4. If the problem isn't solved by Step 2, try restarting the Mac with System extensions and anything needed for Ethernet or modem only. (Use the Extensions Manager control panel in System 7.5 and later to do this.) If the connection works, it means that there's a software conflict. ---------------------- What the Installer Does ---------------------- All of these comments refer to both the CD-ROM installer as well as the floppy disk version, which is also new. Minimum requirements for installation: System 7.1.1, 8MB RAM, 68020 processor, and, if Open Transport is present, it must be at least version 1.1.1. (Note that although System versions 7.5 and 7.5.2 ARE NOT supported, the CD installer does not prevent installation if one of these versions is present.) The installer WILL NOT RUN if the target Mac does not meet these minimum requirements; there is no workaround aside from upgrading the System Software. System Software and/or Open Transport upgrades are available from Apple, not AcIS. I may post more info about this on the Web when I get time. Installs all applications into a folder called "AcIS Internet Software," the same as last time. Backs up existing preferences (and other) files in "Moved by AcIS Installer" folder (inside "AcIS Internet Software" folder). Includes a text file explaining how to put things back the way they were. List of things backed up if they are found: Better Telnet Prefs2 (preference) ConfigPPP (control panel, from old version of FreePPP) Fetch Prefs (preference) Fetch Shortcuts (preference) FreePPP (extension, in case it's an old version) FreePPP Prefs (preference) PPPAutodetect DB (preference, in case it's an old version) MacTCP Prep (preference) TCP/IP Preferences (preference) Installs Better Telnet rather than NCSA Telnet. Installs 68K or PPC version, based on processor in target Mac. Better Telnet is pre-configured with a Favorite for cunix (default). Installs Fetch 3.03 (same version as last time). Pre-configured with Shortcuts for cunix (default), www, cuvmb, and cuvmc. Installs Stuffit Expander 4.5 (new version). Only installed if people choose to install Netscape. If they choose not to install Netscape, they can get Stuffit Expander by installing it separately from the Component Installers folder on the CD-ROM, or by selecting it separately in the floppy installer. FreePPP 2.6.2 (new version) is installed if the Dial-Up option is chosen. If Ethernet is chosen, a Dial-Up Installer (which will be able to install FreePPP) is put into the AcIS Internet Software folder, in a folder called "Install Me for Dial-Up." FreePPP 2.6.2 does not use a control panel (ConfigPPP in the last version) for configuration. Instead, it uses an application called "FreePPP Setup" which is installed in the FreePPP 2.6.2 folder inside "AcIS Internet Software" folder. The AcIS installer puts an alias to this application in the Apple Menu. A Columbia Bookmarks.html file is put in the AcIS Internet Software folder for use by people who have pre-existing copies of Netscape but who might like to add these bookmarks to their own. This is just a text file (HTML). If Open Transport is NOT detected, MacTCP and an appropriate MacTCP Prep file (set to Ethernet or FreePPP) is installed. If Open Transport IS detected, an appropriate TCP/IP Preferences file (set to Ethernet or FreePPP) is installed. The TCP/IP Preferences has pre-defined configurations for Ethernet, Columbia FreePPP, and Columbia Open Transport PPP (the last just in case). This will allow people to switch easily between Ethernet and dial-up. Note that everyone doing PPP will be using FreePPP, regardless of whether Open Transport PPP is installed. There are two main reasons for this. First, it will mean we will only have to support (for the most part) one method of connecting. Second, FreePPP includes a modem autodetect feature which means the customer in most cases does not need to know what type of modem they have -- the software figures it out for them. Instructions for connecting with Open Transport PPP will still be available, but not in the packets. The installer now offers a choice of whether or not to install Netscape. (People who already have a browser installed may not want to install another one.) If the customer chooses to install, the version installed depends on the amount of RAM and the processor their Mac has -- unless they are installing from floppies, in which case Netscape 3.04 is installed. CD-ROM, less than 16MB RAM: Netscape 3.04 CD-ROM, 16MB or more and 68K processor: Netscape 4.06 for 68K CD-ROM, 16MB or more and PPC processor: Netscape 4.06 for PPC Floppies, regardless of RAM: Netscape 3.04 If the customer is installing from the CD-ROM and wants to get around this RAM limitation, they should choose not to install Netscape now. Instead, they should install Netscape from the Component Installers folder, where they can select version 3.04 or 4.06 without regard to the amount of RAM their Mac has. If the target Mac already has a copy of Netscape installed, neither the existing bookmarks nor the existing Security files nor the Netscape Preferences file will be altered. This means that the customer's copy of Netscape will NOT be configured according to our defaults unless they go through the configuration process step-by-step. (If the copy of Netscape was already configured for use at Columbia -- if it came from a previous version of our Internet Software, for example -- it MAY be configured just fine, except for the IMAP settings for the incoming mail server.) If the target Mac has NO copy of Netscape installed, the AcIS installer will provide a version completely pre-configured (except for the customer's name and e-mail address). All references to pre-configuration in the paragraphs that follow refer to this case, in which the target Mac had no pre-existing copy of Netscape. (Note that you can also get a completely pre-configured profile in Communicator 4.06 by creating a new profile.) If the customer chooses to install Netscape, a "Downloaded Items" folder is created inside "AcIS Internet Software" folder and an alias to it is put on the Desktop. Netscape may then be configured by the customer to use this folder as the destination for downloaded files. Note that the Netscape Installer is not actually copied to the target Mac; instead, it is run from the CD. This means that if the customer ever wants to re-install Netscape, they must do it from the CD. (The floppy installer DOES copy the "netscape304 installer" to the target Mac, runs it, and then the Cleanup Installer moves it to the Trash.) When the AcIS Installer finishes, the appropriate Netscape Installer is launched automatically. The Netscape 3 and 4 Installers behave somewhat differently. Netscape 3. The installer does not force you to restart your Mac, although the AcIS User Guide tells people to do this. When you restart, Netscape 3 launches automatically. If the customer chooses to install Netscape 3, a Cleanup installer is put into the Mac's Startup Items folder so it runs when the Mac is restarted. It will move the outdated version of Stuffit Expander installed by Netscape (version 4.0.2) to the Trash. (A copy of version 4.5 is installed separately.) The Cleanup Installer on the floppies also moves the netscape installer to the Trash. As its last step, the cleanup installer moves itself to the Trash, so it won't run again. Netscape 4. The Netscape Installer recommends restarting your Mac (and the User Guide instructs people to do this). Netscape does NOT launch automatically when the Mac restarts. The first time you run Netscape, it brings up the User Profile Setup window and asks the customer to input name and e-mail address. All of versions of Netscape included with the AcIS Installers have been customized. Version 3.04 Only: Incoming Mail Server: pop.columbia.edu (version 3.04 does not offer IMAP as an option) Java is disabled Version 4.06 Only: LDAP server: ldap.columbia.edu Incoming Mail Server: imap.columbia.edu Use IMAP with SSL IMAP mail directory: mail Java is enabled Guide Button has the following added: Search ColumbiaNet (/cu/help/search.html), Columbia University Directory (/cu/dir/) Guide Menu has the following added: Search ColumbiaNet (/cu/help/search.html), Columbia University Directory (/cu/dir/) Help Menu has the following added: Creating Web Pages at Columbia (/cu/help/create.html), Computer Help Page (/acis/help/helpdir.html), Columbia QuickGuide to Netscape (/acis/software/netscape), Internet Information and Software (/acis/software/inet/), AcIS System Notices (/acis/announce/) Both versions: Bookmarks.html has all of the above URLs in a folder called "Columbia Stuff" Security: Columbia University CA is installed JavaScript is enabled Home Page: http://www.columbia.edu/ Outgoing Mail Server: smtp.columbia.edu Don't check for new mail automatically Don't send HTML mail by default News Server: news.columbia.edu Disk Cache: 4096K ---------------------- Component Installers (CD Only) ---------------------- The following are offered as separate installers. All have the same basic requirements as the big installer unless otherwise indicated. Adobe Acrobat 3.01. Adobe's installer. Better Telnet 1.2.2. Backs up existing preferences if found into "Moved by AcIS Installer." Installs 68K or PPC version of Better Telnet (according to the target Mac's processor) in Better Telent folder inside AcIS Internet Software folder. Default Favorite is CUNIX. Disinfectant 3.7.1. Installs Protection INIT into Extensions folder, Disinfectant application in Disinfectant folder inside AcIS Internet Software folder. Eudora Light 3.1.3. Qualcomm's installer. Fetch 3.03. Backs up existing preferences and shortcuts files if found into "Moved by AcIS Installer." Installs Fetch folder inside AcIS Internet Software folder. FreePPP 2.6.2. Backs up existing preferences, extensions, and control panels if found into "Moved by AcIS Installer." Installs FreePPP folder inside AcIS Internet Software folder, with FreePPP Setup application. Also installs the FreePPP extension and preferences, and the PPPAutodetectDB in the appropriate locations MacTCP 2.0.6. Backs up existing preferences if found into "Moved by AcIS Installer." This is the only optional install which offers a dial-up vs. Ethernet choice. Installs MacTCP into Control Panels, and an appropriate MacTCP Prep (set to Ethernet or FreePPP) into Preferences. Netscape Communicator 4.06 (customized). Installs the customized version of Netscape 4.06 (which includes Stuffit Expander 4.5), and Columbia Bookmarks.html (in AcIS Internet Software). DOES NOT REQUIRE 16MB OR MORE OF RAM. Netscape Navigator 3.04 (customized). Installs Stuffit Expander 4.5, the customized version of Netscape 3.04, Columbia Bookmarks.html (in AcIS Internet Software) and the cleanup installer, which runs when the Mac restarts. DOES NOT REQUIRE LESS THAN 16MB OF RAM. This means that if someone wants to use version 3.04 for some reason, they can install it from here regardless of the amount of RAM in their Mac. Open Transport PPP Script ("New Columbia PPP"). Not an installer, just the script that can be copied. Just in case somebody wants it. Stuffit Expander 4.5. Installs Stuffit Expander folder inside AcIS Internet Software folder. DropStuff with Expander Enhancer 4.5 Installer (shareware $30). Aladdin's installer. tn3270 ---------------------- Individual installation packages available in the floppy version ---------------------- Better Telnet 1.2.2. Backs up existing preferences if found into "Moved by AcIS Installer." Installs 68K or PPC version of Better Telnet (according to the target Mac's processor) in Better Telent folder inside AcIS Internet Software folder. Default Favorite is CUNIX. Fetch 3.03. Backs up existing preferences and shortcuts files if found into "Moved by AcIS Installer." Installs Fetch folder inside AcIS Internet Software folder. FreePPP 2.6.2. Backs up existing preferences, extensions, and control panels if found into "Moved by AcIS Installer." Installs FreePPP folder inside AcIS Internet Software folder, with FreePPP Setup application. Also installs the FreePPP extension and preferences, and the PPPAutodetectDB in the appropriate locations. PPPAutodetectDB is newer than the one on the CD-ROM. MacTCP 2.0.6. Backs up existing preferences if found into "Moved by AcIS Installer." Installs MacTCP into Control Panels, and a MacTCP Prep set to Ethernet (so they get the DNS info pre-configured) into Preferences. Netscape Navigator 3.04 (customized). Installs Stuffit Expander 4.5, the customized version of Netscape 3.04, Columbia Bookmarks.html (in AcIS Internet Software) and the cleanup installer, which runs when the Mac restarts. Stuffit Expander 4.5. Installs Stuffit Expander folder inside AcIS Internet Software folder. ---------------------- Known Problems ---------------------- PROBLEM Tip Tools (the little bits of explanatory text which appear below buttons on the tool bar if you leave your pointer sitting there without clicking -- Communicator 4.06 only) are black. DOESN'T HAPPEN ON ALL MACS. Work-around. None. PROBLEM Communicator 4.06 crashes when you try to access the drop-down list of mail folders from within a message list window. Work-around. Don't use the drop-down list to access mail folders. Instead, go back to the Message Center and access them from there. PROBLEM While trying to run the Netscape4 Installer from the Component Installers, the AcIS-created installer runs, but the netscape406 installer -- the one from Netscape -- doesn't finish. This symptom was observed when file sharing was turned on on the target Mac and another Mac was connected to it, and other applications were running. So before the netscape installer could run, it had to quit all the other applications and disconnect the sharing Mac. Work-around Re-start the Mac, and run the AcIS Netscape 4 Installer again, this time with no other applications running and no other Macs connected. KILLER PROBLEM from Version 5.0 Doesn't happen on all Macs. Symptoms include one or more of the following: Hard drive icon changes, most likely into a folder but a generic document icon has also been seen. Color may change as well. When you re-boot the Mac, an error dialog pops up indicating that File Sharing could not be enabled. This obviously only happens on Macs which had File Sharing turned on. The hard drive does not show up in any standard file dialog box (i.e., the box that appears when you select Open or Save As... from inside an application, or when an installer asks you where to install something). You may also see a box which says, "The disk is locked" when trying to install something from a CD-ROM. (This is becasue theonly volume available is the CD_ROM itself, which is read-only.) An easy way to test for this is to run SimpleText and select Save As... from the File menu. Click the Desktop button on the right, and see if the hard drive shows up in the list of volumes. If it does, you're OK; if it doesn't, you've been bitten by the bug. If you boot from a floppy disk or a CD-ROM, the hard drive will not appear on the Desktop. SOLUTION These steps will fix both the changed icon and the locked hard drive in some cases. THEY DO NOT WORK IN ALL CASES. Click once on the hard drive to select it, and select Get Info from the File menu. Click on the small icon in the upper left quadrant of the Get Info box. Look at the Edit menu. If the Cut option is available, select it. You may or may not see an error message. If the Cut option is not available, select Copy instead. Then select Paste. If it's your lucky day, everything is fixed. Check with SimpleText as described in symptom 3 above. If these steps do not fix the problem, the only solution is to reformat the hard drive. First, the customer should back up all their files. (This is possible because you can still open the hard drive icon and copy things off.) They will then need to boot from their original CD-ROM or System Software floppies, run Drive Setup to reformat the hard drive, and then re-install the MacOS. Then they will need to re-install applications from original media. Obviously they should NOT re-install the AcIS Internet Software! Instead, THEY SHOULD BRING THE VERSION 5 CD-ROM BACK TO US AND TRADE IT IN FOR A COPY OF VERSION 5.1. THIS IS FREE.
		Academic Information Systems [email protected] - 10 November 1998 - 212.854.1919