05/07/92
           WORDPERFECT 5.1 COMPREHENSIVE LIST OF COMMON CALLS
           --------------------------------------------------

NOTE: THIS FILE CAN BE DOWNLOADED AS CCWP51.ZIP

(10/21/91)
COLUMNS - NEWSPAPER/PARALLEL DIFFERENCES CONFUSING          Other Features
--------------------------------------------------    --------------------
Many customers call confused about the difference between Newspaper and
Parallel Columns. Often the confusion comes from not understanding how the
text flows from column to column.  Some customers begin using Newspaper
Columns (the default), try to use them with Parallel applications, and then
call when they discover there are hard page breaks [HPg] between each row of
items.  Other customers select Parallel Columns, try to use them with
Newspaper applications, and then call when the text flows onto the next page
rather than into the next column.


( 3/09/92)
CONFIG.SYS - CHANGING FILES= DUE TO ERROR MSG                 Installation
--------------------------------------------------    --------------------
Many customers do not know how to proceed after receiving the error message
"Insufficient File Handles to run WP -- Increase FILES= in CONFIG.SYS and
reboot your computer". Customers often do not know what the CONFIG.SYS file is
or what the FILES= command does.  The WP manual suggests setting FILES=20 in
order for WP to function properly and refers the customer to their DOS manual
(see Appendix E: Error Messages).  The manual also states that FILES may be
increased to 30 (or even 40) if the user encounters the "Insufficient File
Handles" message.  The directions for changing the FILES command are not
given; it merely states that ASCII text files can be modified using any text
editor (see Appendix R: Network Administration).  Many customers need
additional assistance when making changes to the CONFIG.SYS file.

The steps needed to edit a CONFIG.SYS file in WP are:

1.   Make a second copy of the CONFIG.SYS file and name it CONFIG.OLD.
2.   Retrieve the CONFIG.SYS file into WP.
3.   Make the appropriate changes.
4.   Save the file in DOS text format using Text In/Out (Ctrl-F5), Dos Text
     (1),  Save (1) -- the file must be saved in the startup directory
     (usually C:\).
5.   Exit WP by pressing Exit (F7), answer No to the "Save Document?" prompt
     (answering Yes will save the DOS text file in WP format which DOS cannot
     read), then answer Yes to the "Exit WP?" prompt.
6.   Reboot the computer.

If there are not enough files (20) to begin WP, do the following to edit the
CONFIG.SYS in DOS:

1.   Type from a DOS prompt COPY C:\CONFIG.SYS C:\CONFIG.OLD and press Enter
     (this will make a backup of the old file).
2.   Type COPY CONFIG.SYS+CON CONFIG.SYS and press Enter.
3.   Type FILES=20 (or more) and press Enter.
4.   Press F6 and press Enter.
5.   Reboot the computer.


(11/04/91)
COPY/MOVE - USING DOC 2 TO TRANSFER TEXT                    Other Features
--------------------------------------------------    --------------------
Many customers need help copying or moving text from one file to another. 
They are often unaware that they can press Block (Alt-F4) to block the text,
press Copy/Move (Ctrl-F4), and then press Switch (Shift-F3) to place the text
in the Doc 2 screen.  A shortcut for copying text to another screen is to
block the text, press Ctrl-Insert, press Switch and press Enter in the desired
location (press Ctrl-Delete instead of Ctrl-Insert to move text). This
shortcut will not work on an old style keyboard; the keyboard must be enhanced
for the Ctrl-Insert and Ctrl-Delete keystrokes to work.


( 4/08/91)
DIRECTORY STRUCTURES - MOVING SUBDIRECTORY FILES            Other Features
--------------------------------------------------    --------------------
Many customers who do not understand directory structures call WordPerfect
asking for help in moving all their files from one directory to another.

This call is often generated by customers who have recently updated their WP
program and wish to move all their document files to a new subdirectory.  This
can be a lengthy call when the customer's document files are all stored by
default in the same directory as the program files.  One quick way to sort out
document files from program files is to turn on List Files Long Display.  To
quickly mark all document files to be copied to another directory, press Home
then an asterisk.


( 2/12/90)
DISPLAY PITCH NOT READJUSTING                               Other Features
--------------------------------------------------    --------------------
Display Pitch makes adjustments that make the text appear more like it will
appear when it prints.  This is commonly seen when using tabular columns or
when changing to a smaller font.  But, when the factors causing the outward
adjustment are removed or reduced (e.g.  another font change), display pitch
doesn't readjust.  One method to readjust display pitch is to do a screen
rewrite (Ctrl F3, 3).

If you receive a call where the display pitch has not readjusted properly
without the screen rewrite, put a tally next to this item and fill out an STR
with customer information only.  We will send the customer a memo
explaining Display Pitch.


( 8/13/90)
DISPLAY PITCH SPREADING                                     Other Features
--------------------------------------------------    --------------------
As display pitch adjusts the text (usually because of a smaller font), it
often adds extra space at tabs, margin releases, indents, etc.  Because of the
extra white space on the screen, the document does not fit on one screen and
the customer must shift the text back and forth to read the document.
If you receive a call where the customer is complaining about extra white
space added because of display pitch, please fill out an STR with customer
information only and we will send the customer a memo explaining Display
Pitch.


( 4/13/92)
DOCUMENT COMPARE - MARKS PHRASES, NOT WORDS                 Other Features
--------------------------------------------------    --------------------
Customers using the Document Compare feature are often dissatisfied when they
realize the feature marks phrases of text where changes were made rather than
just the specific words which have been changed.  For example, a customer
might retrieve a document, change the word much to the word extensive in the
following sentence:  "In the past, there has been extensive research done on
this subject."  The customer then presses Mark Text (Alt-F5), Generate (6),
Compare Screen and Disk Documents and Add Redline and Strikeout (2), and
Enter.  The feature will display the following sentences:
"In the past, there has been extensive research done on the subject. there has
been much research done on the subject."

Customers find it is difficult to locate changes to specific words when they
must look through complete phrases. (A phrase is defined as the text found
between two phrase markers; markers can be punctuation marks, codes, or the
end of the document.  For more information, see Document Compare in the
Reference section of the manual.)


( 3/16/92)
DRIVE ACCESS - SAVE/COPY/RETRIEVE TO FLOPPY                  Miscellaneous
--------------------------------------------------    --------------------
Customers do not understand how to save/copy files to or retrieve files from
their floppy disk drives from within WordPerfect.  Although many of these
customers are familiar with List Files (F5), they do not realize that they
must change the drive letter from the hard drive (usually C:) to either A: or
B:.

Customers can save/copy documents on screen to the A: (or B:) drive by
pressing Save (F10) and typing A:\FILENAME.DOC (or B:\FILENAME.DOC); or, if
the document is not on screen, the customer can press List Files (F5), type in
the directory where the file is found and press Enter, highlight the desired
file, select Copy (8), and type in the drive to be copied to, i.e., A: or B:.

Customers can retrieve files from the A: drive in one of three ways (to access
the B: drive, merely substitute the letter B for the letter A in the following
examples):

1.   From a blank screen, press Retrieve (Shift-F10) and type A:\FILENAME.DOC.
2.   From a blank screen, press List Files (F5) and type A: then press Enter;
     highlight the desired file and select Retrieve (1).
3.   From List Files, press Other Directory (7) and type A: then press Enter,
     when Dir A:/*.* appears press Enter again.


( 7/15/91)
EQUATION EDITOR - "\" FOR TEXT IN EQUATIONS           Graphics/Tables/Equ.
--------------------------------------------------    --------------------
Many customers using the Equation Editor call asking how to insert, as text, a
word which is normally treated as a command.  A backslash before a command
causes the command to be treated as text.  For example, if the customer wanted
the word "over" to appear in the equation, they would have to type "\over" or
it would appear as the division sign (e.g. ).


( 7/15/91)
EQUATION EDITOR - "\" FOR TEXT IN HEADLINE            Graphics/Tables/Equ.
--------------------------------------------------    --------------------
Many customers using the equation editor call WordPerfect asking how they can
insert, as text, a word which is normally treated as a command.  A back-slash
before a command makes the editor treat the command as text.  For example, if
the customer wanted the word "over" to appear in the equation, they would have
to type "\over" or it would appear as the division sign. (e.g. )

Many customers use the equation editor as a font generator for large
headlines.  It is most likely that these customers, rather than those who are
actually creating equations, are confused when inserting certain commands as
text.  To better gather information on the calls being received, development
has requested that this be tracked as two different items.


( 1/13/92)
FILENAME/PATH - INCLUDED IN THE DOCUMENT                     Miscellaneous
--------------------------------------------------    --------------------
Many customers would like the ability to easily include their document
filename and/or directory path in a header, footer, or somewhere in the
document.  Many customers are aware of the Date options found in Date/Outline
(Shift-F5), and ask if there is a similar option which will automatically
insert the filename and path into their documents.  Often, operators recommend
customers write short macros using the {SYSTEM}path~ and {SYSTEM}name~
commands. One macro which puts the path and filename in a header that displays
on every page is as follows:
 {Format}phap
 {SYSTEM}path~{SYSTEM}name~
 {Exit}{Exit}


( 4/01/91)
FONTS SELECTION - SELECTING INITIAL AND BASE FONTS                Printing
--------------------------------------------------    --------------------
Many customers are confused about how to select fonts.  The following four
issues create numerous calls:

1.   The customer is confused how to change the initial base font for all
     documents.  The customer would like all their documents created with
     Times Roman rather than Courier font.
2.   The customer is confused how to select or change the document initial
     base font (Shift F8, 3, 2).  The initial base font can be used to change
     the font of headers, footer, endnotes, and footnotes.  This way you do
     not have to put a font code in every footnote, footer, etc.  The customer
     may want the main body of their text in Helvetica 12 point, but want
     their footnotes in Helvetica 9pt.
3.   The customer is confused how to select or change the base font in a
     document (CTRL F8, 4).  The customer does not know the keystrokes to
     change the font, or they don't realize they can use several different
     fonts in one document.
4.   The customer is confused about the difference between the three preceding
     font selections or doesn't know which one to use for a particular
     application.


( 8/12/91)
GRAPHICS - EXPORTING TO OTHER FORMATS                 Graphics/Tables/Equ.
--------------------------------------------------    --------------------
Many customers call requesting the ability to export or convert WPG files into
other graphic formats.  Presently, this feature is not available in WP or in
the Graphics Conversion program.  However, customers can use DrawPerfect to
export WPG files to CGM (Computer Graphics Metafiles), EPS (Encapsulated
Postscript files), HPGL (Hewlett Packard plotter files), PCX (PC Paintbrush),
LL, SCODL, and Videoshow formats.


( 8/12/91)
GRAPHICS - IMPORTING FROM WINDOWS 3.0                 Graphics/Tables/Equ.
--------------------------------------------------    --------------------
Many customers using the Windows 3.0 version of Paintbrush have problems
importing PCX graphic files into WP.  Although some PCX files will import
properly, these files often appear in WP as a series of diagonal lines or as
if the image has been scrambled.

Windows Paintbrush files are, by default, saved in BMP (bit-mapped) format--a
graphic format that WP5.1 cannot interpret.  However, Paintbrush files can be
saved in PCX (or PC Paintbrush) format, a format which WP5.1 can interpret. 
PCX graphic files can be retrieved directly into a WP graphic box.  (The
Graphics Conversion program is not required.)  However, if the image doesn't
import properly, the customer may have more success by doing the following in
Windows Paintbrush:

1.   Save the graphic as a PCX file.
2.   Clear the screen and retrieve the same PCX file.
3.   Save the PCX file as a 24-bit BMP file and clear the screen.
4.   Retrieve that same 24-bit BMP file and save it again as a PCX file.

After following these steps, the graphic can be retrieved into WP.  These
steps may not work in all cases.


( 3/02/92)
GRAPHICS - RETRIEVED WITHOUT FIRST CREATING BOX       Graphics/Tables/Equ.
--------------------------------------------------    --------------------
Many customers trying to retrieve a graphic into a document do not realize
they must first create a graphic box and then retrieve the graphic file into
the box.  For example, the customer may see the graphic file in List Files
(F5), highlight the file, and press Retrieve (1) and the error message
"Incompatible File Format" will display.  Often, the customer does not
understand why the error message was generated or how to remedy the situation. 
A graphic should be retrieved into a document by pressing Graphics (Alt-F9);
choosing either Figure (1), Table Box (2), Text Box (3), or User Box (4);
pressing Create (1), Filename (1), and then typing in the filename or pressing
List Files (F5) and retrieving the file.


( 1/14/91)
HEADERS/FOOTERS - SPACE BETWEEN TEXT AND HEAD/FOOT          Other Features
--------------------------------------------------    --------------------
Many customers would like to control the amount of space between the text and
headers and footers.  This option could be added when the header or footer is
defined.


( 2/12/90)
HORIZONTAL SCROLLING                                        Other Features
--------------------------------------------------    --------------------
Many customers have complained when horizontal scrolling was required. 
Horizontal scrolling occurs when the horizontal text does not fit on one
complete screen and the customer must scroll from left to right to read the
screen.  This problem is most often caused when a small or proportional font
is selected.  One temporary work around is to have the customer choose a
Courier 10 pitch font for text editing and then change the font for final
formatting. (This would not work for a customer who is using tabular columns
and plans on selecting another final font.)


(10/14/91)
INITIAL CODES - INSERTING CODES CONFUSING                   Other Features
--------------------------------------------------    --------------------
Many customers call confused about how to insert codes while in the Setup
Initial Codes screen (Shift-F1, 4, 5) or the Document Initial Codes screen
(Shift-F8, 3, 2).  After they find the screen, they are unsure of what to do
next.  They see the message "Press exit when done", but don't realize they
need to enter the same keystrokes in the Initial Codes screen that they would
in the normal document screen in order to insert the desired codes.


( 2/24/92)
INSTALL - "DISKETTES ARE CORRUPT" ERROR MESSAGE               Installation
--------------------------------------------------    --------------------
Many customers receive the error message "Diskettes Are Corrupt" while running
the Installation Program.  This message may be generated during any type of
install (i.e., Custom, Basic, or Update) or by any disk (e.g., Install 1&2,
Program 1&2).  Before troubleshooting the problem, make sure the customer is
trying to install original WP disks (check for the WP logo on the disk label). 
Also, install all other disks, if possible.  When one of the following
troubleshooting steps work, further steps do not need to be taken; however,
please gather as much STR information as possible.

While the customer is still in the Installation Program, please try the
following troubleshooting steps:

1.   Take the suspect disk out of the drive and put it back in.
2.   Take the suspect disk out and try tapping the disk or rotating the inner
     disk, (i.e., for a 5.25" disk hold onto the outer casing while gently
     rotating the inner disk; for a 3.5" disk rotate the silver disk found on
     back of diskette).
3.   Try the Copy Disks (6) option on the first screen of the Installation
     Program.

While the customer is at a DOS prompt, please try the following
troubleshooting steps:

1.   Check the span set dates on the disks to see if they match.  To check the
     date, put the disk in the A: drive and type DIR.  For example, if the
     Program 1 or 2 diskettes generate the error, then check the dates of
     those two disks--the dates must be the same. If customers have only one
     set of WP disks and the dates are mismatched, send the customer a new set
     of disks.  Otherwise, check to see if the customer has mixed their
     different releases of the program.  (Please note, the 9/25/91 interim
     release of the Installation Program will instruct the customer to use
     matching dates and/or call Customer Support if the disk dates do not
     match.)
2.   If the customer's computer has a turbo switch, turn it off and try
     installing again. (Remember to turn switch back on after running
     Installation Program.)
3.   Run the Installation Program from another drive, if available.
4.   Try a different type of Install (e.g., Custom, Basic, Update).
5.   Copy all the disks to the hard drive.  To do this:
     a.   Create a temporary directory on the hard drive, e.g., C:\TEST
     b.   Place the Install 1 disk in the A: drive and at the C:\TEST prompt
          type COPY A: *.* (repeat this for all remaining disks).  If during
          this process a DOS "Disk Error 23; Data Error", or DOS "Disk Error
          31; General Failure" is generated (other messages may be generated
          depending on DOS version), the disks are probably corrupt and should
          be sent in.
6.   Install from the hard drive by typing INSTALL from the C:\TEST directory
     and choose the Custom Install option (see step 5 above).
7.   If customer has DOS 5.0, try typing LOADFIX INSTALL.
8.   Run Installation Program from another machine, if available.
9.   Boot vanilla then try installing again.

Some possible hardware problems which may cause the error message include:

1.   Disk drive heads may be out of alignment.
2.   Disk drive may be dirty or old.
3.   Computer may be older version (i.e., BIOS date may be in the early 1980's
     or before).
4.   Memory chips may be bad or loose.
5.   Disk drive DMA channel may be bad (this channel sends information
     directly from the disk drive to memory and can interrupt the processor).

For more information on the "Diskettes Are Corrupt" error message, see Folio
memo WP51_7502Z in the !WP51 infobase.


( 3/23/92)
KEYBOARDS - ENHANCED SELECTED BECAUSE OF NAME               Other Features
--------------------------------------------------    --------------------
Customers who select the Enhanced soft keyboard in the Setup: Keyboard Layout
menu (Shift-F1, 5) often choose that option because it matches their enhanced
hardware keyboard.  These customers then become confused when the keys do not
work as expected, e.g., the Home key (which is re-mapped) does not function
the same as it did when they had the original keyboard selected.


( 9/16/91)
LABELS - PRINTING ONE SHEET OF MULTIPLE LABELS          Macro/Merge/Labels
--------------------------------------------------    --------------------
Many customers try to print one sheet of multiple labels and find that only
one label is actually printed.  For example, a customer with a Labels Paper
Size/Type of 3 columns by 10 rows might try to print one sheet of 30 labels by
pressing Print (Shift-F7), Page (2).  Because WP considers each label as a
separate page, only one label is printed on the page. To print all 30 labels,
the customer must press Print (Shift-F7), Document (1); or press Print
(Shift-F7), Multiple Pages (5), and type 1-30, or -30 (for the number of
"pages" or labels desired).  If the customer has more than 30 labels in the
document and only wanted to print one sheet (or 30) of the labels, the
customer would need to use the Multiple Pages option.


( 3/11/91)
LABELS SETUP                                            Macro/Merge/Labels
--------------------------------------------------    --------------------
Many customers call confused about how to set up labels in 5.1.  Some
customers have trouble with their labels because they input the wrong label
size.  Other customers don't know what to do when they receive error messages
that say the label margins are increased or the labels won't fit.  Still other
customers aren't even aware that there is a format labels screen which can be
accessed when editing a Paper Size/Type code.

In the 05/31/91 interim release of WP, a new LABELS.WPM macro was included
with the program.  This macro was enhanced to include more label sizes and
should make adding and deleting label definitions easier.  The macro also
displays a list of label sizes and stock numbers.  To run the macro,  press
Alt-F10 and type labels.  In addition to the LABELS.WPM macro, the Format Page
menu (Shift-F8, P) has been enhanced to include a labels Paper Size/Type if
one has been selected.


( 2/18/91)
LANDSCAPE PRINTING ON NARROW CARRIAGE PRINTERS                    Printing
--------------------------------------------------    --------------------
We are tracking the number of calls received from customers requesting
WordPerfect to support landscape printing on narrow-carriage
graphic-supporting printers (i.e., most dot-matrix printers).  The only way
this could be accomplished would be by sending an entire page graphically
(like the third party programs Sideways or Powerpak).


( 6/17/91)
LINE DRAW - DASHED OR DISJOINTED LINES                      Other Features
--------------------------------------------------    --------------------
Many customers call because when they are using Line Draw, the lines are
dashed or disjointed.  This can be caused if the customer is using a
proportional font, or if the customer has Justification turned on.  To correct
the problem, the customer should set Justification to Left and select a fixed
pitch font, i.e. Courier 10cpi.


( 4/13/92)
LIST FILES - "RETRIEVE INTO CURRENT DOCUMENT?" MSG          Other Features
--------------------------------------------------    --------------------
Customers who are trying to retrieve a document from List Files are confused
when they see the message "Retrieve into current document? No (Yes)". 
WordPerfect generates the message if text or codes exist in the current
document.  (When Shift-F10 is used to retrieve a file into a current document,
the message is not generated.)  In some cases, customers may press the space
bar or some other key which creates a code, not realize the code exists, and
try to retrieve a document.  Because WP interprets the code as part of a
current document, the message is generated.  In other
cases, customers do not realize they should exit the document on their screen
before retrieving the new document.
Customers can clear the document screen by deleting the codes or by pressing
Exit (F7), N, N; or, they can answer Yes to the prompt and then delete any
extraneous codes.


( 4/20/92)
LIST FILES - COMBINING 2 OR MORE DOCUMENTS                  Other Features
--------------------------------------------------    --------------------
Problem:  Customers are unaware of the quickest methods to combine two or more
documents to make a single
document.  Customers often ask how to "merge" two documents and thus attempt
to combine documents using the Merge
feature.

Solution:  The quickest method to combine two full documents is to retrieve
the first document using Retrieve
(Shift-F10) or List Files (F5), move the cursor to the bottom of the document
(Home, Home, Down Arrow), and retrieve
the second document.  (If retrieving the second document using List Files,
answer Yes when prompted "Retrieve into
current document?".)

The quickest method to combine only a portion of one document with another is
to retrieve the first document
into the Doc 1 screen; Switch (Shift-F3) to the Doc 2 screen; retrieve the
second document; Block (Alt-F4) the portion of
the document which will be combined with the first document; select Move
(Ctrl-F4), Block (1), Copy (2); Switch (Shift-F3)
back to the Doc 1 screen; move the cursor to the position where the text
should be placed; and press Enter.


(12/30/91)
LOCATION OF FILES - USING LOGIN NAME VARIABLE                     Networks
--------------------------------------------------    --------------------
Many customers request the ability to use network login name variables in
Setup (Shift-F1), Location of Files (6).  One example of a variable which
customers would like to use is the Novell Netware %LOGIN_NAME variable which
stores the current user's login name.  One problem with this request is that
currently, if network supervisors try to specify a particular drive, such as
J:, in Location of Files, WP automatically replaces the drive letter with the
current users path.  For example, a network supervisor, who is creating a
master .SET file, may wish to enter the J: drive under the Documents option,
but because WP requires a definite directory be specified, the current user
path is inserted (e.g., J:\USERS\RALPH). If the login name could be stored in
a variable that was used in Location of Files, then the network supervisor
could set up a default master .SET file that would allow new users to work
with their own subdirectory defaults.


( 3/02/92)
MACROS - USING ARROW KEYS, NOT NAME SEARCH              Macro/Merge/Labels
--------------------------------------------------    --------------------
Many customers creating macros use arrow keys to select an item from a menu
rather than the Name Search option. (The Name Search option can be used in
menus such as List Files, Paper Size/Type, Additional Printers, Base Fonts,
Styles, and Macro Commands).  Macros which use arrow keys to highlight and
select will operate successfully unless the menu is changed.  Menu additions
or deletions may cause the macro to select the wrong item and may cause the
macro to crash or function incorrectly.  For example, a customer may create a
macro which selects Courier 12 which is the fourth font on the Base Font menu
by using arrow keys to highlight the font.  If, however, CG Times fonts are
later added to the menu and Courier 12 becomes the eighth font, the macro will
still select whatever font is fourth on the menu.  To avoid this problem, the
Name Search option should be used and the full font name, Courier 12cpi
(Italic), should be searched for; otherwise, Courier 12cpi or Courier 12cpi
(Bold) may be incorrectly selected.


(12/30/91)
MERGE - CUSTOMERS NEED HELP CREATING FILES              Macro/Merge/Labels
--------------------------------------------------    --------------------
Many customers lack a basic understanding of how to create primary and
secondary merge files.  For example, some customers do not understand which
codes belong in which file; other customers do not know the necessary
keystrokes needed to put merge codes in their document; still others do not
understand when they would use a particular code, e.g., {NEXT RECORD}. 
Currently, operators can refer customers to the manual or workbook lessons
which explain merge fundamentals and the concepts of working with two merge
files, but often operators must teach customers how to create the merge files.


( 1/06/92)
MERGE - CUSTOMERS NEED HELP CREATING FILL-IN FORMS      Macro/Merge/Labels
--------------------------------------------------    --------------------
Many customers request help creating fill-in forms.  Some customers use the
Forms Fill-In lesson (Lesson 30) in the workbook; however, the lesson uses
Advance and Comment codes to create the fill-in forms.  Some customers find it
difficult to accurately position the cursor for information input when Advance
codes are used.  One work-around to this problem is to educate the customers
about the {KEYBOARD}, {INPUT}, and ^C (WP 5.0) codes and about the concept of
keyboard merges.


( 9/16/91)
MERGE - DISPLAY OF {TEXT} AND {INPUT} MESSAGES          Macro/Merge/Labels
--------------------------------------------------    --------------------
Many customers are confused by the display of the {TEXT} or {INPUT} messages
when performing a keyboard merge.  During a merge, WP currently displays all
{INPUT} or {TEXT} commands and their corresponding messages within the body of
the document.  The customer may choose not to display the Merge command by
pressing Setup (Shift-F1), Display (2), Edit-Screen Options (6), Merge Code
Display (5), and No; however, the customer cannot choose to hide the message
which accompanies the command.  Before the 12/31/90 release of WP5.1, WP did
not display Merge command messages when performing a keyboard merge.  Many
customers want the option to choose between the past and present displays.


( 4/06/92)
NETWORKS - "CAN'T FIND WP.FIL" ERROR MESSAGE                      Networks
--------------------------------------------------    --------------------
Customers who are running WordPerfect on a network are confused by the error
message "Can't find WP.FIL file".  In most cases, the error message is
generated because WP makes a request for the WP.FIL overlay file from the
network file server and the file cannot be found or is damaged.  Situations
which may cause the error message include network problems, (e.g., a temporary
disconnection from the network), changed drive mappings, (e.g., the drive
mapping may point to P:\APPS\WP51 and while in List Files the user highlights
and selects PARENT and changes the mapping to P:\APPS),
or other situations.  The error message leads customers to believe it is a WP
problem and, because they have no idea how to troubleshoot the problem, they
call for help.  In the 12/31/90 release, customers were given the option of
exiting out of WordPerfect (without saving) or re-booting.  (The message reads
"Can't find WP.FIL.  Press F7 to exit WP without
saving.")  The advantage to pressing F7 to exit WP is that information in
other programs currently running in a shell, e.g., PlanPerfect or DrawPerfect,
will not be lost and the computer will not need to be re-booted.  The
disadvantage to pressing F7 is that the WP timed backup files are deleted and
current WP documents may be lost.


( 2/10/92)
OTHER DISK - TRYING TO USE COMPRESSED PRINTER DISK                Printing
--------------------------------------------------    --------------------
Many customers who want to install new printer drivers insert their compressed
printer disks when using the Other Disk option found under Print (Shift-F7),
Select (S), Additional Printers.  These customers then receive a message,
"Printer files not found".  Additional information instructs them to specify a
directory where previously installed .ALL files are located or to exit
WordPerfect and run the Installation Program to select a printer.  After
receiving this message, customers will call for one of the following reasons:

1.   They think the printer disks are bad.
2.   They think the printer files are not on the disk.
3.   They do not understand what an .ALL file is.
4.   They do not understand how to run the Installation Program or that the
     Installation Program will decompress the printer files.


( 4/15/91)
PAPER SIZE/TYPE SELECTION - CAN'T FIND MENU                 Other Features
--------------------------------------------------    --------------------



( 1/13/92)
PASSWORD - MISUSE MAY CAUSE PROBLEMS                        Other Features
--------------------------------------------------    --------------------
Many customers are concerned about the intentional or inadvertent misuse of
the Password option found in Text In/Out (Ctrl-F5), Password (2).  For
example, some customers are concerned that important documents will be
passworded and that the password will be forgotten or that a disgruntled
employee will intentionally withhold the password from others.  Often, these
customers would like the ability to control who has access to the Password
option.


( 7/01/91)
PORT SET INCORRECTLY FOR A NETWORK PRINTER                        Networks
--------------------------------------------------    --------------------
Many customers find their document does not print when it is sent to the
network printer.  One major cause for this problem is an incorrect selection
of the printer port.

Customers setting up the port in WP5.0 or 5.1 for a Novell network version
2.15 or above should press O for Other, and then type in the queue name when
prompted to input the device or filename.  The default queue for a Novell
network is PRINTQ_0.  If they are attached to a named file server, they would
type in  SERVER/PRINTQ_0.  (If the customer has WP4.2, WP5.0 before 11/15/88,
or a Novell version before 2.15, they should press O for Other and then type
the device number, 0-4.)

After inserting the queue name, a user setting up a standard laser printer
must then answer Yes when prompted "Is this a network Printer?" and Yes or No
when asked "Suppress Top of Form?"  (The user should answer No for "Suppress
Top of Form?" when setting up a line or PostScript printer.)  Setting the port
to LPT1 and having Novell capture the port will work, but WP recommends
printing directly to the print queue.  (See Folio memo 8622D for further
details on setting up a network printer.)

For non-Novell network users, the customer will likely set the port to LPT1 or
LPT2 and the network will capture the port.  Within the program, when a
printer is initially selected, the port will be set to LPT1.  If the customer
does not edit the port and answer "Yes" when prompted "Is this a Network
Printer?", the printer will be set up as a local rather than a network
printer.  Many of these customers see the port set initially at LPT1 and
assume that it will print properly.  (Note:  In the 05/31/91 version of
Install, the user will be prompted "Is this a Network Printer?" if the user
has installed WP for a non-Novell network.  This allows the printer to be set
up from Install as a network printer without having to edit the port.)


( 2/10/92)
PRINTER - .PRS FILE REPLACED, FORMS/FONTS LOST                    Printing
--------------------------------------------------    --------------------
Many customers who are re-selecting a printer answer Yes when asked if they
want to replace their .PRS file, not realizing their forms and font selections
will be overwritten. This can be upsetting to customers who have spent a great
deal of time customizing forms, marking fonts, or creating automatic font
changes.  One example is a customer using an HP LaserJet III who may
experience a printer problem and may try re-selecting the printer as a
troubleshooting step.  They press Print (Shift-F7), Select (S), Additional
Printers (2), highlight the printer HP LaserJet III, press Enter or Select
(1), see the message "Printer Filename:  HPLASEIII.PRS", press Enter, see the
message "Replace HPLASEIII.PRS? No (Yes)", then press Y.


( 3/16/92)
PRINTER CONTROL - DON'T SEE PRESS "G" MESSAGE                     Printing
--------------------------------------------------    --------------------
Customers often do not notice the Press "G" to Continue message which displays
on the Print (Shift-F7), Printer Control (4) screen.  For example, a customer
who presses Print Shift-F7 to print a form which has the Prompt to Load option
set to Yes or the Location option set to Manual (Shift-F8, 2, 7, 5, 4 or 5)
will see a message on the status line which reads "Press Shft-F7, 4 to resume
printing".  The customer will press Shift-F7 and 4 but will not notice the
Press "G" message on the Print: Printer Control screen.


( 4/06/92)
PRINTING - HELP NEEDED SETTING UP LANDSCAPE DOC                   Printing
--------------------------------------------------    --------------------
Customers often need help setting up their document so it will print
landscape.  In some cases customers are unfamiliar with the term "landscape"
and do not know where to find help in the workbook or manual.  Other customers
are not aware they must place a landscape Paper Size/Type code at the very
beginning of their document by pressing Format (Shift-F8), Page (2), Paper
Size (7), and selecting a "wide" definition, e.g., Standard - Wide (11" x
8.5").  For some daisy-wheel and dot-matrix printers, landscape printing is
not available because the printer carriage is limited to 80 columns.


( 3/02/92)
REVEAL CODES - DON'T HAVE TO BE TURNED OFF                  Other Features
--------------------------------------------------    --------------------
Many customers do not realize they can leave Reveal Codes on while using other
WordPerfect features.  For example, some customers think they must turn Reveal
Codes off (Alt-F3 or F11) before using a feature which changes the editing
screen, such as List Files or Switch.  Turning Reveal Codes off before using
some WP features such as Spell, Generate, or Print will speed up the process
(especially in large documents), however, it is optional not mandatory.


( 6/24/91)
REVEAL CODES - LACK OF UNDERSTANDING                        Other Features
--------------------------------------------------    --------------------
Many customers who call WordPerfect are unfamiliar with Reveal Codes.  When
they are shown the feature, they act surprised and confused by the screen. 
Many have a hard time understanding that the text below the tab ruler line is
the same text as that above the ruler line, but with the hidden formatting
codes revealed.


( 1/27/92)
SCREEN MESSAGE -  OTHER COPIES CURRENTLY RUNNING?            Miscellaneous
--------------------------------------------------    --------------------
Many customers are confused by the message "Are other copies of WordPerfect
currently running?".  Customers often call asking what the message means and
how they should answer it.  Customers do not understand that WP creates
temporary files each time the program is started and that the temporary files
are deleted each time the program is properly exited.  However, if a power
failure, computer lockup, or improper exit occurs, e.g., turning off the
computer before pressing Exit (F7), the temporary files will still exist the
next time the customer starts WP.  The message asks if other copies of
WordPerfect are currently running so that if other copies are running (such as
on a network) and the customer answers "Yes" to the message, then the existing
temporary files will not be deleted and a directory can be specified where the
new temporary files can be created.  If the customer answers "No" to the
message, then customers are given the option to Rename or Delete existing
backup files which were created by the Timed Backup option--Setup (Shift-F1),
Environment (3), Backup Options (1), Timed Document Backup (1).


(10/08/90)
SHEET FEEDER NOT SELECTED WHEN REQUIRED                           Printing
--------------------------------------------------    --------------------
Many customers are requesting an automated process for selecting a sheet
feeder for printers which require one.  The HPIID, HPIIID, Panasonic KX-P4450,
and the Nec LC890 are all printers that need a sheet feeder defined. 
Currently the sheet feeder must be selected by hand.


( 3/11/91)
SHEETFEEDER & BIN SETUP                                           Printing
--------------------------------------------------    --------------------
Many customers are confused about the procedure of setting up forms to pull
from a certain bin number.  Some of these customers don't know they need to
select a sheet feeder first.  Others are confused by the process of creating a
specific Paper Size/Type with a bin number and then selecting that Paper
Size/Type in the document.

One example of this problem is where a customer wants the first page of a
document to pull from one bin and print on letterhead and the second page to
pull from a second bin with standard paper.  Many of these customers are
confused when they need to define and select two different Paper Size/Type
codes.


( 1/13/92)
SHELL - ABILITY TO PROHIBIT DOS ACCESS REQUESTED                  Networks
--------------------------------------------------    --------------------
Many customers request the ability to prohibit user access to DOS through the
Shell (Ctrl-F1) feature.  Currently, users can access DOS by using either the
Go to Dos or the DOS Command menu options.  Many customers request the ability
to password the options to enable them to control DOS access.  Currently,
however, customers can discourage access to DOS by mapping the Ctrl-F1 key to
a macro which momentarily displays the message Error: DOS access denied or
some other appropriate message.  This method, however, can only be used as a
deterrent to DOS access, not as a guaranteed security measure.  For more
information on mapping keys see Keyboard Layout, Edit and Keyboard Layout, Map
in the Reference section of the manual.


( 4/13/92)
SORT - INCONSISTENT TABS CAUSE SORT PROBLEMS                Other Features
--------------------------------------------------    --------------------
Customers trying to sort by line may discover the lines do not sort as
expected because of an inconsistent number of Tab codes and fields.  For
example, a customer may have created a document which contains two columns of
information, name and phone number by typing in the name and then pressing the
Tab key as many times as necessary to get to the 3" position (Pos 3") where
they then type the phone number.  The lines might appear as follows in Reveal
Codes:

John Doe[Tab][Tab][Tab](801) 123-4567[HRt]
Benjamin Franklin[Tab](432) 123-4567[HRt]

If the customer wishes to sort the phone numbers numerically by area code,
they may assume the column of phone numbers is the second field and sort by
pressing Merge/Sort (Ctrl-F9), Sort (2), Enter, Enter, Keys (3), n (numeric),
2 (second field), F7, Perform Action (1).  The customer does not realize that
each Tab code is a field delimiter and represents the beginning or end of a
field.  In the above example, John Doe's phone number is actually in the
fourth field ("John Doe" is in the first field and fields two and three are
empty because nothing exists between the Tab codes).  For the sort to work
properly, the customer should delete the default tab stops, set one tab stop
at 3", and then type the list.  This will insert only one Tab code between
columns and maintain consistency by creating only two fields (i.e., names in
the first field and phone numbers in the second field).


( 9/02/91)
SORT/SELECT - INPUTTING A SELECT STRING                     Other Features
--------------------------------------------------    --------------------
Many customers using the Sort feature are confused when inputting a Select
string (Ctrl-F9, 2, Enter, Enter, 4).  Select strings are used to isolate
certain records or lines of text from others.

One of the problems encountered when creating a Select string is that
customers don't understand what the logical operators (+, *, =, <>, >, <, >=,
and <=) represent or how to use them.  Another problem encountered is that
customers don't know the correct syntax for the Select string.  For example,
the customer does not know whether to type the string with spaces between each
operator or with no spaces (key1 = UT, or the correct way key1=UT).  It seems
that customers respond well when shown visual examples from the manual (see
Sort, Select Records in the Reference section).


( 1/20/92)
SORT/SELECT - KEYS CONCEPT AND MENU CONFUSING               Other Features
--------------------------------------------------    --------------------
Many customers require help setting up keys when in the Sort menu--Merge/Sort
(Ctrl-F9), Sort (2), Enter, Enter.  Often customers do not understand the
concept of a key, how to begin defining a key, or how a key is used to perform
a sort or select.  In some cases, customers attempt to define the keys
themselves and then find after performing the sort or select they have defined
the keys incorrectly.


( 7/15/91)
SPACE CODE - DISPLAYED IN REVEAL CODES                      Other Features
--------------------------------------------------    --------------------
Many WordPerfect customers have problems with their documents which are caused
by randomly or misplaced spaces.  These customers often don't recognize the
problem in Reveal Codes because they don't see a code for the space.

For example, the Center Page [Center Pg] code must be placed before a text
code.  If the customer first typed a space and then inserted the Center Page
code, the Center Page would not work unless the space was moved or deleted. 
Often, when these customers call and are asked to read the codes in Reveal
Codes, they don't read the space and therefore assume that the Center Page
code is the first code in the document.  This is just one example of how a
misplaced space code will affect the formatting of the document.


(12/30/91)
TABLES - CUSTOMERS REQUEST MORE THAN ONE HEADER       Graphics/Tables/Equ.
--------------------------------------------------    --------------------
Many customers request the ability to use more than one header within a table. 
Currently, the Tables feature only allows one header to be created for each
table definition.  In some cases, customers may want to create different
headers for even or odd pages.  In other cases, they may want to have the
header change on a specified page of their table.


( 5/06/91)
TABLES - JOINING OR COMBINING                         Graphics/Tables/Equ.
--------------------------------------------------    --------------------
Many customers call WordPerfect requesting the ability to join or combine more
than one table.  Currently, if a customer wants to combine information from
two different tables, the customer must first go into table edit and expand
the size of one of the tables.  Next the customer must enter table edit for
the first table and block and copy all the information to be moved to the
second table.  To retrieve the text from the first table, the customer must go
into table edit for the second table and then retrieve. (See Folio memo
WP51_4108K for further instructions.)


(11/04/91)
TABLES - NO CELL ATTRIBUTES IN REVEAL CODES           Graphics/Tables/Equ.
--------------------------------------------------    --------------------
Many customers are confused when the text they have typed in a table cell
appears bolded or underlined; yet when they look in Reveal Codes, they cannot
find the Bold or Underline codes.  Cell attributes, which are added to the
cell while in the Table Edit menu (Alt-F7), do not appear in Reveal Codes. 
Customers can tell what attributes a cell has by placing the cursor inside the
cell, pressing Math/Columns/Tables (Alt-F7), and pressing Format (2). The
attributes will display next to the word Cell:, e.g., Cell: Top;Left;Dbl
und,Bold.


( 3/09/92)
TABLES - ROW BUMPING TO NEXT PAGE                     Graphics/Tables/Equ.
--------------------------------------------------    --------------------
Many customers who are typing multiple lines of text in a table are confused
when the text approaches the end of the page and the whole row is bumped to
the next page.  Customers expect WP to insert a Soft Page [Spg] code in the
middle of the text and have the text continue on the next page; however, WP
automatically block protects all the text in each row of a table.  Because of
this, some pages may have large amounts of white space at the bottom.

To work around the problem, customers can insert another table row
(Ctrl-Insert will add a row when using an enhanced keyboard; otherwise, press
Alt-F7, Insert, Row, 1) and split the text between both rows by using the
Block (Alt-F4 or F12) and Move (Ctrl-F4) features.  This will allow the top
row to be positioned on the first page and the bottom row to be positioned on
the second page.  (For best results, customers should do this after all
editing changes have been made.  Additional editing changes may require
adjustments to all of the split rows.)


( 7/08/91)
TABLES - ROW HEIGHT TOO SMALL                         Graphics/Tables/Equ.
--------------------------------------------------    --------------------
Many customers find their text within a table does not view or print.  On
their editing screen, however, they claim to see all of their text.  This
situation is caused if the customer selects a row height which is smaller than
the actual point size of the selected font.


( 4/06/92)
TABLES - UNAWARE OF CELL LINE OWNERSHIP DESIGN        Graphics/Tables/Equ.
--------------------------------------------------    --------------------
Customers using the Tables feature are often unaware of the cell line
ownership design, i.e., each cell in a table controls only the top and left
lines.  This design causes customer confusion when they try to modify a cell's
bottom or right lines.  For example, customer may try to erase a cell's bottom
line by pressing Math/Columns (Alt-F7), positioning the
cursor in the desired cell, and by pressing Lines (3), Bottom (4), None (1). 
The customer is confused when the bottom line does not disappear.  Other
customers may not understand why a cell line appears correct in the Table Edit
screen, but prints with double attributes.  For example, a customer might see
a bottom line become dotted when they use the Dotted
(5) option, but when the table is printed, there are two lines--a single line
and a dotted line.  They do not understand that the top cell's bottom line
becomes dotted, but that the cell directly underneath retains its top single
line; because the bottom cell "owns" its top line, the line is not modified. 
To avoid these problems, customers should position their cursor
below or to the right of cell lines they wish to modify and only modify that
one cell.


(11/12/90)
TEXT ADJUSTMENT CAUSES OVERPRINTING                               Printing
--------------------------------------------------    --------------------
Many customers have problems with lines of text over printing.  When the
selected form has a top text adjustment and the top margin in the document is
smaller than the text adjustment, the first few lines of text will print over
each other.  This problem only occurs on line printers and isn't a problem on
laser printers.  The following two scenarios illustrate when over printing may
occur:

1.   On all daisy wheel printers, the standard 8.5" x 11" form comes with a 1"
     text adjustment.  If the user selects a margin less than 1" without
     changing the text adjustment, the first few lines will print over each
     other.
2.   Many users select their form from the [ALL Others] category.  As a
     default on many printers this form has a 1" top text adjustment.  If they
     request a smaller top margin without changing the default text
     adjustment, the first few lines will over print.


( 2/24/92)
VIEW DOCUMENT - "INVALID GRAPHICS DRIVER" MESSAGE           Other Features
--------------------------------------------------    --------------------
Many customers who are trying to use the View Document feature do not know
what to do when they receive the error message "Invalid graphics driver" after
pressing Print (Shift-F7), View Document (6).  Customers are unaware that this
message is generated because WP cannot find any graphics drivers, no driver
has been selected, an incorrect driver is selected, or hardware limitations
exist.  In many cases, the problem is solved by simply selecting a new or
different graphics driver in the Setup (Shift-F1), Display (2), Graphics
Screen Type (2) screen; or by installing the graphic drivers.  If customers do
not know what type of graphics card their computer has, they can use the
Auto-select (2) option and WP will look for the "best fit" and select it.  For
more information, see Graphics Screen Type in the Reference section of the
manual.


END OF FILE--ENTER "R" TO RETURN TO MAIN BULLETIN LISTING
