This document provides general support for possible problems with the
Rescue Disk program. 


Rescue problems generally fall into 2 categories, with sub 
categories...

Problems creating the rescue zip set (covered in Part I of this 
document)
            a) Initializing problems
            b) File copying problems

Problems booting from the rescue set. (covered in Part II of this 
document)
            a) Driver problems
            b) Missing files problems 



Part I: 


Initializing problems
*********************

Problem: When I run Rescue, it reports that I have no zip drive on my
system.

Solution: If your zip drive is properly connected, and you are still getting
this message, then download and install the latest set of Zip Tools from 
Iomega's website at http://www.iomega.com. Then run rescue again.


Problem: My a: drive doesn't show up on the list of drives on the 
Rescue window.

Solution: You may have a 5.25" drive set as the a: drive. Rescue will
only work on 3.5" (1.44 Meg) floppy drives set as the a: drive. If you
have a 5.25" floppy drive as the a: drive and a 3.5" floppy drive configured
as the b: drive, reassign the drive letter designations so that the floppy
drive letters are switched. 

Setting up your zip drive as a bootable a: drive is also supported. 
This eliminates the need for a bootable floppy diskette. (Note: Only 
some BIOSes support this feature) 


Problem: When I run Rescue, it freezes up the computer while Rescue is 
initializing and I have to reboot to get the computer working again.

Solution: You can have freezing problems, or crashes, with rescue for a 
few reasons

1. Corrupted rescue files.
2. Program conflicts.
3. Registry problems.


To resolve problems with corrupted rescue files, do the following:

a) Uninstall Norton Utilities from Add/Remove Programs in the Control Panel.
b) Delete the Norton Utilities folder under the Program Files folder, if
it's still there.
c) Close all programs down before installing the program again. To check if 
you've shut down all programs, press the CTRL-ALT-DEL keys. This should 
produce a Close Programs box. Inside this box should only be one or two
applications, namely Explorer and Systray. (Note: On some systems, it may be
shown as Windows Explorer.)
d) Once all programs are closed, install Norton Utilities again.


To resolve problems with program conflicts:

a) Close all programs down before running the program again. To check if 
you've shut down all programs, press the CTRL-ALT-DEL keys. This should 
produce a Close Programs box. Inside this box should only be one or two
applications, namely Explorer and Systray. (Note: On some systems, it may be
shown as Windows Explorer.)
b) Click on the windows Start button, click on RUN, and type the following:
RESCUE32 /RESET
c) When you click on the OK button, the Rescue Disk window should appear. 


To resolve problems with the registry:

a) You'll need to use a utility program, such as the Optimization Wizard, 
to keep the registry in proper condition so that programs may run correctly.


Problem: Rescue says my Zip drive is attached to an unsupported adapter.

Solution: Rescue uses the Registry to store information about the adapters 
that it supports. You can add entries to the Registry to support any adapter,
as long as you have the real-mode (also known as DOS mode) drivers for it.

When Rescue detects a Zip drive attached to an adapter for which it has no
real-mode drivers, it creates a skeleton .REG file that can be used to add
the necessary registry entries. The file is created in the Norton Utilities
folder (usually C:\Program Files\Norton Utilities), and is called 
ZipAdapter?.reg. The ? is a digit corresponding to the Zip drive's drive
letter. Here is a sample of the ZipAdapter?.reg file:

REGEDIT4
[HKEY_LOCAL_MACHINE\Software\Symantec\Norton Rescue\Zip Adapters\Your 
Adapter]

"L0"=""
"F0"=""

The L0 -- Ln entries are used to add lines to the CONFIG.SYS file on the
Rescue boot floppy. The F0 -- Fn entries specify what files to copy to the
Rescue boot floppy.

If you have an IDE or ATAPI Zip drive, and you receive this error message,
you can fix this by specifying the default IDE drivers, which can support
most IDE controllers. To do this, edit the ZipAdapter?.reg file to look like
this:

REGEDIT4
[HKEY_LOCAL_MACHINE\Software\Symantec\Norton Rescue\Zip Adapters\Your 
Adapter]

"L0"="DEVICEHIGH=ASPIIDE.SYS"
"L1"="DEVICEHIGH=ASPIATAP.SYS"
"F0"="ASPIIDE.SYS"
"F1"="ASPIATAP.SYS"

To merge the .REG file into the Registry, double-click the file.

If you receive this message and you have a SCSI Zip or Jaz drive, contact 
the adapter manufacturer for the correct real-mode drivers. (They may 
already be on your system.) You must have the real-mode drivers, not the
protected-mode drivers, for Rescue to work.

NOTE:
Add the files to the Norton Zip Rescue folder. Do not specify paths in
the Fx or Lx lines of the .REG file.

For example, here is a ZipAdapter5.reg file modified for an unsupported SCSI
adapter:

REGEDIT4

[HKEY_LOCAL_MACHINE\Software\Symantec\Norton Rescue\Zip Adapters\fd16_700]

"L0"="DEVICE=MCAM18XX.SYS"
"L1"="DEVICE=ASPIDISK.SYS /G"
"F0"="MCAM18XX.SYS"
"F1"="ASPIDISK.SYS"

NOTE:
The "your adapter" section in the examples above will be replaced with the
adapter's name, as in the last example above.


Finding drivers for unsupported SCSI controllers
************************************************

Some SCSI controllers require their own drivers. If those drivers are not
present, then run the SCSI utility that came with the SCSI controller to 
find these drivers so you can include them in the ZipAdapter Registry import
file. Since Windows 95 does not require these real-mode DOS drivers, they
are often not installed on the computer. Typically, they are found under
the DOS/Windows 3.x category. When you run the SCSI utility, it will install
the drivers on the hard drive (usually to a folder called SCSI) and add the
device lines to the CONFIG.SYS file.

For example, an unsupported Adaptec 1520 SCSI controller requires the
following drivers and device load lines in order to access SCSI devices
in DOS mode:

device=C:\SCSI\aspi2dos.sys /d /p340 /q11
device=C:\SCSI \aspidisk.sys /d

NOTE:
The /p and /q numbers will vary from system to system.

To access the SCSI Zip drive in DOS and thereby enable Zip Rescue to
function, create the following Zipadaper?.reg file and copy the necessary
driver files (the F0 and F1 entries) to the Norton Utilities folder.

REGEDIT4
[HKEY_LOCAL_MACHINE\Software\Symantec\Norton Rescue\Zip Adapters\
Adaptec 1520]

"L0"="aspi2dos.sys /d /p340 /q11"
"L1"="aspidisk.sys /d"
"F0"="aspi2dos.sys "
"F1"="aspidisk.sys"


File copying problems
*********************

Problem: When I hit the Create button, rescue reports that "Certain Files
could not be copied." What do I do?

Solution: On that message, you should see a Details button. If you click on
this button, another screen should appear with a list of files that could
not be copied. Click on the plus sign next to each file to find out why the
file could not be copied to the zip disk.

If the reason is "file not found," do a search for the requested file(s) to
see whether it exists on the drive. If the file(s) is not on the hard drive,
proceed with the creation of the rescue set as the file(s) may not be
necessary. After all the files are copied over to the zip disk, you'll be
asked to reboot to test the rescue set.

Problem: Rescue reports that PARTINFO.DAT cannot be copied over to the zip
disk.

Solution: PARTINFO.DAT is the file that stores a copy of the partition data
on your computer. If you have an IDE or ATAPI zip drive, make sure it is not 
configured in the BIOS settings as it can cause this error to appear. You can
look at these settings from a setup program that can run when your computer
is booting up. Usually, you will see a message on bootup to enter a setup 
utility by pressing F1 or Del. It is from this program that you can see 
whether the zip drive is listed among devices attached to the IDE ports on
your computer. You can set up the port that contains the zip drive to NONE,
instead of AUTO, to stop the BIOS configuration of the zip drive from
occuring.

Note: this error is also common if you have security software like Your
Eyes Only, or if you have NTFS partitions on the hard drive.


Problem: When rescue starts to copy files over, I see a Disk Write Error
message on the screen.

Solution: The zip disk or the floppy diskette may be physically damaged.

Try to full format the floppy. Double-click on My Computer and right-click
on the a: drive. Choose Format, followed by Full Format on the next screen.
If the format procedure fails, the disk (or drive) is likely damaged. 

To do a Full (or Long) Format on a zip disk you must have Zip Tools installed. 
If you don't already have them installed, you can obtain them from Iomega's
website at http://www.iomega.com. Once you have Zip Tools installed, 
double-click on My Computer and right-click on the Zip Drive icon, which 
should be blue and read ZIP100. Choose Format, followed by Full/Long format.
If the format procedure doesn't complete, the disk (or drive) is probably
damaged.


Part II:


Driver problems
***************

Problem: When I bootup from my Zip Rescue set, I see a message that the Zip
drivers are not installed and that there is an error in the CONFIG.SYS file. 

Solution: This is most likely a driver, configuration, or controller issue. 
Rescue in Windows uses a protected-mode driver for the Zip drive. When 
booting from the Rescue diskette, however, it must use the real-mode DOS 
drivers. Follow these steps to check whether any of these drivers from the 
CONFIG.SYS file on the Rescue boot floppy are failing to load:

1. Start the computer with the Rescue floppy and Zip disk inserted.
2. When the system displays the blue logo screen, press Esc to dismiss the 
screen.
3. Watch the messages displayed by the drivers as they load


Parallel Zip drives
*******************

Try connecting the Zip Drive directly to the parallel port. Disconnect any 
other devices attached to the zip drive, as well, as these conditions can 
prevent the driver from finding the zip drive.

Parallel Zip drives require a parallel port chipset driver. If you look at 
the CONFIG.SYS file on the Rescue diskette, you will see a line that reads:

DEVICEHIGH=ASPIPPM1.SYS FILE=SMC.ILM

or something similar. The key is the ILM driver after the second = sign; this
is the driver that will provide optimum performance from your parallel port 
chipset. In some cases, the parallel port chipset will not function correctly
in optimized mode. In this case, change the .ILM driver to the most generic
type, which should work with almost any chipset. To do this, use one of these
procedures:


If the CONFIG.SYS line is installing ASPIPPM1.SYS, change it to read:
DEVICEHIGH=ASPIPPM1.SYS FILE=NIBBLE.ILM

If the CONFIG.SYS line is installing ASPIPPM2.SYS, change it to read:
DEVICEHIGH=ASPIPPM2.SYS FILE=NIBBLE2.ILM


NOTE:
Some BIOSes (like Award) allow you to set various parallel drivers in the
system setup or CMOS. Changing this setting to "Standard" often corrects
problems with parallel Zip drives.


IDE and ATAPI Zip drives
************************

IDE drives use some SCSI drivers too. Sometimes the BIOS or system setup 
detects the drive, which is incorrect; this may prevent the DOS drivers from
loading properly. Set the drive detection to NONE. You may then need to run 
SETUP.EXE from the Iomega Tools disk to reconfigure this drive. You may also 
want to uncheck the INT 13 setting for this drive's properties (right-click
on the drive letter and choose Properties). 

NOTE:
Some BIOSes will continue to detect Zip drives even after setting drive 
detection to NONE. To overcome this issue, select TYPE 1, which is incorrect
but it will prevent the Zip drive from being detected. On restart, the BIOS 
will display a drive detection error which you can ignore. Most BIOSes also
have an error detection setting that you can turn off which will prevent the
drive error message from appearing. Zip drive detection in BIOS is a problem
that Iomega and BIOS manufacturers are working on. It seldom affects the Zip
drive in Windows, but almost always causes problems for Zip drives in DOS. 
Since Norton Zip Rescue is designed to rescue you from a Windows crash, 
proper Zip drive functionality in DOS is necessary.


SCSI Zip drives
***************

SCSI drives need an up-to-date SCSI BIOS, and up-to-date SCSI drivers. Iomega 
supplies Norton Zip Rescue with a number of SCSI adapter files. If Rescue 
fails to find or load your SCSI Zip drive, contact the manufacturer of the
adapter card to find the correct DOS drivers. Also see the "Rescue reports
that my Zip drive is attached to an unsupported adapter" question above for
more information.


USB (Universal Serial Bus) Zip drives
*************************************
This version of Rescue Disk does not support creating Norton Zip Rescue disk
sets on USB Zip drives.


Missing Files
*************

Problem: When I reboot with the rescue set in place, I am left at a blinking
a: prompt.

Solution: The startup files on the rescue floppy diskette were probably
not created correctly, and so the rescue program will need to be reset. 

a) Close all programs down before running the program again. To check if 
you've shut down all programs, press the CTRL-ALT-DEL keys. This should 
produce a Close Programs box. Inside this box should only be one or two
applications, namely Explorer and Systray. (Note: On some systems, it may be
shown as Windows Explorer.)
b) Click on the Start button, choose Run, and type:

C:\windows\system\regsvr32 "c:\program files\norton utilities\nursc.dll"

and click OK. Correct the path to Windows and Norton Utilities folders,
if necessary. Include the double quotes in the command line. In few seconds,
you should see a dialog stating that the registration has succeeded.

c) Click on the Start button, choose Run, and type:

C:\windows\system\regsvr32 "c:\program files\norton Utilities\rscfmt.dll"

and click OK. Correct the path to Windows and Norton Utilities folders,
if necessary. Include the double quotes in the command line. In few seconds,
you should see a dialog stating that the registration has succeeded.

d) Click on the windows Start button, click on RUN, and type the following:
Rescue32 /RESET
e) When you click on the OK button, Rescue Disk window should appear. 


Problem: When I bootup with the rescue set, I see the a Non-System Disk
error on the screen.

Solution: Try creating a new rescue set using a different floppy, if the 
problem persists, reset the rescue program as follows:

a) Close all programs down before running the program again. To check if 
you've shut down all programs, press the CTRL-ALT-DEL keys. This should 
produce a Close Programs box. Inside this box should only be one or two
applications, namely Explorer and Systray. (Note: On some systems, it may 
be shown as Windows Explorer.)
b) Click on the Start button, choose Run, and type:

C:\windows\system\regsvr32 "c:\program files\norton Utilities\nursc.dll"

and click OK. Correct the path to Windows and Norton Utilities folders,
if necessary. Include the double quotes in the command line. In few seconds,
you should see a dialog stating that the registration has succeeded.

c) Click on the Start button, choose Run, and type:

C:\windows\system\regsvr32 "c:\program files\norton Utilities\rscfmt.dll"

and click OK. Correct the path to Windows and Norton Utilities folders,
if necessary. Include the double quotes in the command line. In few seconds,
you should see a dialog stating that the registration has succeeded.

d) Click on the windows Start button, click on RUN, and type the following:
rescue32 /RESET
e) When you click on the OK button, Rescue Disk window should appear. 


Problem: When I bootup with the rescue set, the floppy drive is accessed for
a moment and the screen freezes.

Solution: Try the solution listed to the problem above. If the problem
continues, replace the diskette as the system area on it is probably
faulty.


Problem: When testing the rescue set, the computer accesses the zip drive for
a minute or so, but ultimately the rescue test fails (from errors, freeze
ups, etc...)

Solution: Try creating a Safe Mode rescue set. Run rescue again and click on
the Options button. Then click on the Zip Settings tab and choose Safe Mode.
Create a new rescue set and test it. 

Safe Mode doesn't load as many drivers as Normal Mode, making it easier
from which to boot up. However, the functionality of the Rescue Recovery
Wizard remains the same in both modes. 


Problem: When I test the rescue set, the Rescue Recovery Wizard doesn't
show up.

Solution: The Rescue Recovery Wizard should appear automatically. If it
does not, double-click on the shortcut for it at the desktop to start it. 
You can also insert this shortcut, or a copy of it, into the windows StartUp
folder if you want the Rescue Recovery Wizard to pop up automatically.



For additional information and technical support for Norton Zip rescue
please visit Symantec's Technical Support Site at 
http://service.symantec.com/nu
