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Where in the USA is Carmen Sandiego?
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 		 Where in the USA is Carmen Sandiego?
 
 
 

Chase Carmen Sandiego from Coast to Coast!

Carmen Sandiego is turning national monuments into national disasters! To save the country, you must track Carmen Sandiego from the nation’s capital all the way to Yosemite National Park, engage in some top-level detective work, and track down the crooks.

 
 
FAQs
bulletError Type 28 (Macintosh®)
bulletBlank Screen Appears
bullet Unimplemented Trap (Macintosh®)
bullet Unexpected Error (Macintosh®)
bulletCall to Undefined Dynalink
bulletCannot Load Saved Games
bulletCannot Find SETUP16 CARMEN
bullet Carmen32 Caused an Invalid Page Fault
bullet Choppy or Intermittent Sound (Windows®)
bullet Choppy or Intermittent Sound (Macintosh®)
bullet Unable to Prepare Waveform Sound
bulletUnable to Load Shape ID #
bulletColors Appear Distorted
bulletFatal Exception OE
bullet Unable to Initialize Timer Manager
bullet Text Is Not Visible (Macintosh®)
bullet File Handle Could Not Be Opened
bulletSkipping or Losing Sound
bullet Floating Point Processor Not Installed (Macintosh®)
bullet General Protection Fault in Module CXITLV.DRV
bullet Movies Are Faded or Not Showing (Windows® 95)
bullet Invalid Dynamic Link Call to a .DLL File
bullet Not Enough Memory for Panel Back Port
bullet Program Requires QuickTime® 2.1 or Higher
bullet Program Freezes or Locks Up
bullet Cannot Initialize Graphics (Windows® 95/98)
bulletWaveform Device Is Busy
bullet Waveform Sound Device Failed to Respond
bullet Screen Flashes or Corrupt Display
bullet256 Colors Required
bullet Auto-Installation Does Not Begin
bulletCD Is Not Recognized
bullet Incompatible Version of the RPC Stub
bullet Installing Where in the USA is Carmen Sandiego?® (Windows® XP)
bullet Running Where in the USA Is Carmen Sandiego?® in Windows® XP
bullet MIDI Driver Is in Use on Windows® XP
bulletCannot Find Printer
 
Issue Error Type 28 (Macintosh®)
Description  
Solution While launching Where in the USA is Carmen Sandiego?® on a Macintosh®, an "Error type 28" message appears. Check for specific extensions will help to identify the source of the issue. This technical note describes how to continue. Complete the steps below for the operating system in use.

Mac® OS 7.6 and higher
 
  1. Close all opened programs and windows.
     
  2. From the Apple menu, select Control Panels and Extensions Manager.
     
  3. Under the Extensions list, locate the ThreadsLib or Thread Manager listed.
     
  4. Remove the checkmark to disable ThreadsLib or Threads Manager.
     
  5. Click Restart and launch Where in the USA is Carmen Sandiego?®.
Mac® OS 7.5 and lower
  1. Double-click the Hard Disk icon.
     
  2. Double-click on the System folder.
     
  3. Double-click the Extensions folder.
     
  4. Locate ThreadsLib or Thread Manager.
     
  5. Click and drag the extension out of the Extensions folder and place it on the Desktop. Do not place it in the Trash.
     
  6. From the Special menu, select Restart.
     
  7. Launch Where in the USA is Carmen Sandiego?®.
 
Issue Blank Screen Appears
Description  
Solution After running the introduction of Where in the USA is Carmen Sandiego?® a black screen appears. The issue is resolved by changing the video draw method from QuickTime 32 to Bitmap. The remainder of this note describes how to continue. Windows® 95/98
  1. Click Start button, choose Settings and select Control Panel.
     
  2. Double-click the QuickTime 32 icon.
     
  3. Click the More button at the bottom of the window.
     
  4. Click the Video tab.
     
  5. Under Optimization, select Bitmap (BMP) for the Draw Method.
     
  6. Click on the Apply button.
     
  7. Click Yes in response to the question: "Do you want to apply modifications?"
     
  8. Click Close.
     
  9. Start Where in the USA is Carmen Sandiego?®.
 
Issue Unimplemented Trap (Macintosh®)
Description  
Solution While running Where in the USA is Carmen Sandiego?® on a Macintosh®, the message "Unimplemented Trap" appears. Checking the amount of free space will help identify the source of the issue. The remainder of this technical note describes how to continue. Complete the following steps:
  1. Click the Apple menu.
     
  2. Select About this Macintosh. The Largest Unused Block must be at lease 5340K.
NOTE: To free up more space to run Where in the USA is Carmen Sandiego?®, refer to the Macintosh® User Manual.
 
Issue Unexpected Error (Macintosh®)
Description  
Solution While running Where in the USA is Carmen Sandiego?®, the message, "Unexpected Error" occurs on a Macintosh®. To resolve the issue ensure that your operating system has ThreadsLib and ThreadsManager installed in the Extensions Manager. Follow these instructions:
 
  1. Click on the Apple.
     
  2. Click Control Panels.
     
  3. Click on Extensions Manager.
     
  4. Look through this folder for ThreadsLib and ThreadsManager. Place a check mark next to each of these extensions.
     
  5. Close all open windows and Restart.
     
  6. Start the Where in the USA is Carmen Sandiego?®.
NOTE: If the ThreadsLib and ThreadsManager extensions are not present, contact Apple® to acquire them.
 
Issue Call to Undefined Dynalink
Description  
Solution While launching Where in the USA is Carmen Sandiego?®, the following message appears: "Call to Undefined Dynalink." Consult the remainder of this technical note for additional information. These are the instructions to resolve the issue:

Windows® 3.11
 
  1. Close all programs that are running.
     
  2. From Program Manager, click File and select Exit Windows.
     
  3. Click OK. A DOS prompt will appear.
     
  4. Type CD\WINDOWS and press ENTER. The C:\WINDOWS prompt will appear.
     
  5. Type ATTRIB *.* -H and press ENTER. The system will be busy for several seconds.
     
  6. When the \WINDOWS prompt appears, type CD SYSTEM and press ENTER. A \WINDOWS\SYSTEM prompt will appear.
     
  7. Type ATTRIB *.* -H and press ENTER. The system will be busy for several seconds.
     
  8. Type WIN and press ENTER. Windows® will restart.
     
  9. From within Program Manager, click File and select Run.
     
  10. Insert the Carmen Sandiego® USA CD into the CD-ROM drive.
     
  11. Type X:\SETUP16\QTWSETUP\QTINSTAL.EXE in the Command Line: (where X represents the letter of the CD-ROM drive).
     
  12. Click Enter. The QuickTime® installation process will begin.
     
  13. When asked about scanning for other versions of QuickTime®, click Yes.

    NOTE: If asked to delete other versions of QuickTime®, choose to delete them.

     
  14. After the QuickTime® installation is complete, restart the computer.
     
  15. Run Where in the USA is Carmen Sandiego?®.
 
Issue Cannot Load Saved Games
Description  
Solution When starting Where in the USA is Carmen Sandiego?®, a saved game will not load. The issue may be due to the amount of free hard drive space. Freeing up some additional hard drive space may resolve the issue. These are the instructions to determine how much free hard drive space is available.

Windows® 3.1
 
  1. Make sure that Windows® 3.1 is running so that the Swap file space is also accounted.
     
  2. Go to Program Manager and then double-click the Main group.
     
  3. Double-click File Manager.
     
  4. Look in the left corner on the bottom bar (or status bar) to observe the available amount of free hard drive space. (It will appear in units of MB or KB).
     
  5. Contact your computer manufacturer for assistance in deleting items to free up hard drive space.
     
  6. Once you have more free hard drive space, run Where in the USA is Carmen Sandiego?®.
Windows® 95/98
  1. Run Windows®. (This will take into account the Swap file space.)
     
  2. Double-click My Computer.
     
  3. Click on the letter of your hard drive so that it is highlighted. (C is the most common letter for hard drives.)
     
  4. Click File on the menu bar and then Properties.
     
  5. Read the Properties window for the amount of free hard drive space.
     
  6. Click on any addition hard drives on your computer and repeat steps three through four.
     
  7. Contact your computer manufacturer for assistance with deleting items to free up hard drive space.
     
  8. Once you have more free hard drive space, run Where in the USA is Carmen Sandiego?®.
 
Issue Cannot Find SETUP16 CARMEN
Description  
Solution While trying to install Where in the USA is Carmen Sandiego?®, a message appears as "Cannot find the file D:\SETUP16\CARMEN." By using a different Command Line for the installation, the issue can be resolved. This technical note describes how to continue. Follow this procedure:

Windows® 3.11
 
  1. Press and hold down the CTRL and ESC keys simultaneously. The Task List window will appear.
     
  2. Click any item other than Program Manager so that it is highlighted.
     
  3. Click End Task. The item that is highlighted will close.
     
  4. Repeat the process until the only item left in the Task list is the Program Manager.
     
  5. Click File on the menu bar and then select Run.
     
  6. Type D:\SETUP16\SETUP16.EXE in the Command Line (where D represents the letter of the CD-ROM drive).
     
  7. Click OK to start the installation.
 
Issue Carmen32 Caused an Invalid Page Fault
Description  
Solution While running Where in the USA is Carmen Sandiego?® a message appears as "Carmen32 caused an Invalid Page Fault." The remainder of this technical note describes how to continue. Windows® 95/98
 
  1. Click on the Start button, choose Settings, and then select Control Panel.
     
  2. Double-click the QuickTime 32 icon.
     
  3. Click the More button at the bottom of the window.
     
  4. Click the Video tab.
     
  5. Under Optimization, select Bitmap (BMP) for the Draw Method.
     
  6. Click Apply.
     
  7. Click Yes in response to the question: "Do you want to apply modifications?"
     
  8. Click Close.
     
  9. Start Where in the USA is Carmen Sandiego?®.
 
Issue Choppy or Intermittent Sound (Windows®)
Description  
Solution The sound is choppy or intermittent while playing the Where in the USA is Carmen Sandiego?® game. To resolve the issue close all programs, including those running in the background. If this does not resolve the issue, then try adjusting QuickTime®. These are the instructions.

Windows® 95/98
 
  1. Press and continue holding down the CTRL and ALT keys on your keyboard while you press and release the DELETE key.
     
  2. The Close Program window should now appear.
     
  3. Click on each program, except Explorer and Systray, so that it is highlighted and then press the DELETE key.
     
  4. Continue Steps one through three until all programs but Exlorer and Systray are deleted from the Closed Program window.
     
  5. Run the sound to see if the issue is resolved.
Adjusting QuickTime®
 
  1. Click on the Start button, choose Settings, and then click Control Panel.
     
  2. Double-click QuickTime 32.
     
  3. Click the More button, found at the bottom of the window.
     
  4. Click the Video tab.
     
  5. Under Optimization, select Bitmap (BMP) for the Draw Method.
     
  6. Click on the Apply button.
     
  7. Click Yes to apply modifications.
     
  8. Click the Audio tab.
     
  9. Remove the check for Automatic Rate Adjustment.
     
  10. In the Sample Rate section for Requested Hz. click the down arrow and choose 11025 from the drop down menu.
     
  11. Click Apply.
     
  12. Click Yes to apply modifications.
     
  13. Click the Close button at the bottom.
     
  14. Close the Control Panel.
     
  15. Start Where in the USA is Carmen Sandiego?® and the issue should now be resolved.
 
Issue Choppy or Intermittent Sound (Macintosh®)
Description  
Solution When playing sound for Where in the USA is Carmen Sandiego?® on a Macintosh® computer, the sound is choppy or intermittent. The issue may be due to the needing to adjust the Sound Out rate to a higher setting. If this does not resolve the issue, then minimize the extension. Follow these procedures in order for resolving the issue:
 
  1. Select Control Panels from the Apple menu.
     
  2. Select the Sound control panel.
     
  3. Select Sound Out, found in the drop-down box toward the top of the panel.
     
  4. Choose a higher setting than the current one for the Rate box.
     
  5. Run Where in the USA is Carmen Sandiego?®. If the sound remains choppy, then try the next higher Rate setting.
     
  6. If the Sound Out rate adjustment does not help, then continue with the instructions to minimize the extensions.
     
  7. Choose the instructions for either the System Software 7.0 to 7.1 or the System Software 7.5 or Higher.
System Software 7.0 to 7.1
  1. Double-click the Hard Disk icon on the desktop.
     
  2. Double-click the System folder.
     
  3. Click File and choose New Folder.
     
  4. Name the folder Extensions Disabled.
     
  5. Double-click on the Extensions folder.
     
  6. Click and drag all extensions except for Apple CD-ROM, Foreign File Access, and QuickTime, QuickTime Powerplug, Sound Manager, and Speech Manager to the Extensions Disabled folder.
     
  7. Close All folders.
     
  8. Click Special and restart Where in the USA is Carmen Sandiego?®.
System 7.5 or Higher
  1. Click on the Apple.
     
  2. Click Control Panels.
     
  3. Click Extensions Manager.
     
  4. Click the down arrow next to the word "Sets."
     
  5. Select Save Sets.
     
  6. Type the name NORMAL in the Save Sets dialog box.
     
  7. Click OK.
     
  8. Click the down arrow next to Sets again.
     
  9. Select All Off.
     
  10. Place a check mark next to these extensions: Apple CD-ROM, Foreign File Access, Quicktime, Quicktime Powerplug, Sound Manager and Speech Manager.
     
  11. Close Sets option again.
     
  12. Select Save Sets
     
  13. Name the new set Carmen Sandiego.
     
  14. Close the Extensions Manager window.
     
  15. Click Special and restart Where in the USA is Carmen Sandiego?®.
 
Issue Unable to Prepare Waveform Sound
Description  
Solution While launching Where in the USA is Carmen Sandiego?® an "Unable to Prepare Waveform Sound ID" message appears. Here is the procedure for resolving the issue.

Adjust QuickTime®: Windows® 95/98
 
  1. Click on the Start button, select Settings, and then click the Control Panel.
     
  2. Double-click the QuickTime 32 icon.
     
  3. Click on the More button (located at the bottom of the window).
     
  4. Click the Video tab.
     
  5. Under Optimization, select Bitmap (BMP) for the Draw Method.
     
  6. Click on the Apply button.
     
  7. Choose Yes to the "Do you want to apply modifications?" question.
     
  8. Click the Audio tab.
     
  9. Click on the box next to Automatic Rate Adjustment to remove the checkmark.
     
  10. Click the down arrow next to Requested HZ and then select 22050.
     
  11. Click on the Apply button.
     
  12. Choose Yes to the question, "Do you wan to apply modifications?"
     
  13. Close all open windows and start the Where in the USA is Carmen Sandiego?®.
Adjust Multimedia Settings
  1. Click on the Start button, select Settings, and then click the Control Panel.
     
  2. Double-click on the Multimedia icon.
     
  3. Click the Audio tab.
     
  4. In the Playback section select 'Wave Out' or 'Playback' as the Preferred Device. Click on Apply
     
  5. Close all open windows and start Where in the USA is Carmen Sandiego?®.
Clean the CD
  1. Hold the CD under running warm water with a little liquid soap and rinse well.
     
  2. Dry the CD with soft cotton cloth, for example a T-shirt or sweatshirt.
     
  3. Start Where in the USA is Carmen Sandiego?®.
 
Issue Unable to Load Shape ID #
Description  
Solution The message, "Unable to load shape ID #," may appear at various points in the programs when running Where in the USA is Carmen Sandiego?® on Windows® 3.1/95/98.
  1. Wash the CD under running warm water with a little liquid soap and rinse well.
     
  2. Dry the CD with soft cotton cloth, perhaps a T-shirt or sweatshirt.
     
  3. After cleaning the CD, start Where in the USA is Carmen Sandiego?®.
 
Issue Colors Appear Distorted
Description  
Solution When launching the Where in the USA is Carmen Sandiego?® the colors appear distorted or the picture is upside down. Resolve the issue by following these instructions for disabling the Microsoft® Office toolbar.
 
  1. At the Windows® desktop click once on the Microsoft Office Toolbar so that it is activated.
     
  2. Simultaneously press the ALT + F4 keys on your keyboard. This will disable the toolbar and Where in the USA is Carmen Sandiego?® should now perform correctly.
 
Issue Fatal Exception OE
Description  
Solution After launching Where in the USA is Carmen Sandiego?®, a "Fatal Exception OE" message appears. Incorrect display settings can cause this error. The procedures presented in the remainder of this technical note describe how to continue. Complete the following procedures as needed.

Adjusting QuickTime®: Windows® 95/98
 
  1. Close all programs and return to the desktop.
     
  2. Click Start, choose Settings and select Control Panel.
     
  3. Locate the QuickTime 32 icon.

    NOTE: If the QuickTime 32 icon is not listed, complete the following:
  1. Close all open programs and windows.
     
  2. Insert the first program disc in the CD-ROM drive. (If a window from the program appears after a few seconds, close it.)
     
  3. Double-click My Computer.
     
  4. Right-click the CD-ROM icon and select Explore.
     
  5. Double-click the QTW32 folder in the right side of the window.
     
  6. Double-click the Setup icon in the left side of the window.
     
  7. Follow the on-screen instructions to complete the installation of QuickTime for Windows.
Check Display Properties
  1. Click Start, choose Settings and select Control Panel.
     
  2. Double-click Display.
     
  3. Click the Settings tab.
     
  4. Verify that the Color Palette is set to 256 color.
     
  5. Verify that the Desktop Area (or Resolution) is set to 800 x 600 pixels.
     
  6. Click Apply and click OK.
Eliminate Conflicts with Video Drivers
  1. Click Start, choose Settings and click Control Panel.
     
  2. Locate and double-click the QuickTime 32 icon. A QuickTime Control Panel window should appear.
     
  3. Near the bottom of the window, click the More... button.
     
  4. Click the Video tab.
     
  5. Select Bitmap (BMP) under the section labeled Draw Method.
     
  6. Click Apply and click Yes to apply modifications.
     
  7. Close the QuickTime Control Panel.
     
  8. Run Where in the USA is Carmen Sandiego?®.
 
Issue Unable to Initialize Timer Manager
Description  
Solution While starting Where in the USA is Carmen Sandiego?®, a message appears as "Unable to initialize Timer Manager." Windows® 3.1
 
  1. From Program Manager, double-click Main.
     
  2. Double-click on Control Panel.
     
  3. Double-click Drivers.
     
  4. Click on Add.
     
  5. Select Timer from the list of drivers.
     
  6. Click on OK.
     
  7. Click on Current.
     
  8. If you are asked to restart Windows®, select Yes.
     
  9. Press the CTRL and ESC keys on your keyboard at the same time to open the Task List window.
     
  10. Click an program other than Program Manager so that the program is highlighted.
     
  11. Click on End Task. This will close the highlighted program.
     
  12. Repeat the process of steps 9 and 10 until only Program Manager remains on the Task List window.
     
  13. Close the Task List window.
     
  14. Run Where in the USA is Carmen Sandiego?®.
     
  15. If you are still receiving the message, then reinstall the Timer driver from your original Windows® 3.1 diskettes. (Contact Microsoft® or your computer manufacturer for further assistance.)
 
Issue Text Is Not Visible (Macintosh®)
Description  
Solution The text is not visible in the Sign-In screen or while playing Where in the USA is Carmen Sandiego?® on a Macintosh®. Disabling the 7200 Graphics Accelerator extension will help resolve the issue. Consult the remainder of this note for the procedure. Complete the following steps:
 
  1. Click the Apple menu.
     
  2. Click Control Panels.
     
  3. Click Extensions Manager.
     
  4. Locate and click the 7200 Graphics Accelerator extension. (This will turn off the extension.)
     
  5. Reboot the computer and restart Where in the USA is Carmen Sandiego?®.
 
Issue File Handle Could Not Be Opened
Description  
Solution A message appears as "File handle could not be opened" when launching Where in the USA is Carmen Sandiego?®. These are the instructions for resolving the issue:

Windows® 3.1
 
  1. Close all programs that are running.
     
  2. In Program Manager, click File on the menu bar and then select Exit Windows.
     
  3. Click on the OK button to go to a DOS prompt.
     
  4. Type: CD\WINDOWS
     
  5. Press the ENTER key on your keyboard to go to the C:\WINDOWS prompt.
     
  6. Type: ATTRIB *.* -H
     
  7. Press the ENTER key on your keyboard. Allow for a pause so that the system may work.
     
  8. Type: CD SYSTEM after you have returned to the C:\WINDOWS prompt.
     
  9. Press the ENTER key and then the prompt will appear as C:\WINDOWS\SYSTEM.
     
  10. Type: ATTRIB *.* -H
     
  11. Press the ENTER key on your keyboard. Allow for a pause so that the system may work.
     
  12. Type: WIN
     
  13. Press the ENTER key on your keyboard and then Windows® 3.1 will re-launch.
     
  14. In Program Manager click File on the menu bar and then select Run.
     
  15. Insert the Carmen Sandiego?® USA CD into the CD-ROM drive.
     
  16. In the Command Line type: D:\SETUP16\QTWSETUP\QTINSTAL.EXE (where D represents the letter of your CD-ROM drive).
     
  17. Press the ENTER key.
     
  18. QuickTime begins the installation process.
     
  19. Click on the Yes button when asked about scanning for other versions of QuickTime.
     
  20. Choose to delete other versions of QuickTime when asked.
     
  21. Restart your computer after QuickTime completes its installation and then run Where in the USA is Carmen Sandiego?®.
     
  22. The issue should be resolved.



Windows® 95/98
 
  1. Press and hold down the CTRL and ALT keys on your key board while pressing and then releasing the DELETE key to open the Close Program window.
     
  2. In the Close Program, Explorer and Systray are the only two items that need to remain.
     
  3. Click on one item at a time in the window (except for Explorer and Systray) so that it is highlighted then Click the End Task button.
     
  4. Repeat steps 1, 2, and 3 until only Explorer and Systray remain in the Close Program window.
     
  5. Click on the Start button and then select Shutdown.
     
  6. Select Restart the Computer in MS-DOS Mode.
     
  7. Click Yes, so your computer will restart and present a DOS command prompt.
     
  8. Type: CD\WINDOWS
     
  9. Press the ENTER key so that the prompt will appear as C:\WINDOWS.
     
  10. Type: ATTRIB *.* -H
     
  11. Press the ENTER key and allow the system to compute.
     
  12. Type: CD SYSTEM after you have returned to the C:\WINDOWS prompt.
     
  13. Press the ENTER key. This will bring you to a C:\WINDOWS\SYSTEM prompt.
     
  14. Type: ATTRIB *.* -H
     
  15. Press the ENTER key. Allow the system to compute.
     
  16. Type: EXIT and then press the ENTER key.
     
  17. Windows® 95/98 will re-launch.
     
  18. Click on the Start button and then select Run.
     
  19. Insert the CD into the CD-ROM drive.
     
  20. In the Open line type: D:\SETUP32\QTWSETUP\QT32\INSTAL.EXE (where D represents the letter of your CD-ROM drive).
     
  21. Click on the Enter button to begin the QuickTime installation process.
     
  22. Click on the Yes button when asked about scanning for other versions of QuickTime.
     
  23. Click on the Delete button when asked about deleting other versions of QuickTime.
     
  24. Restart your computer after the QuickTime installation is completes.
     
  25. Run Where in the USA is Carmen Sandiego?® and the issue should now be resolved.
 
Issue Skipping or Losing Sound
Description  
Solution The sound in Where in the USA is Carmen Sandiego?® is choppy or drops out while playing. Adjusting the DMA buffer in the Control Panel will helo to resolve the issue. The remainder of this technical note describes how to continue. Complete the following steps:
 
  1. Click Start, choose Settings and click Control Panel.
     
  2. Double-click Multimedia.
     
  3. Click the Advanced tab.
     
  4. Click the plus symbol (+) before the Audio Devices line.
     
  5. Double-click the Audio for Ultra Wave and Midi Synth line.
     
  6. Click Settings.
     
  7. Change the default cache size in the Patch and Playback DMA section from 8 MB (or 8192) to 2 MB (or 2048).
     
  8. Click OK to exit all of the dialog boxes.
     
  9. Restart the Windows® and then restart Where in the USA is Carmen Sandiego?®.
 
Issue Floating Point Processor Not Installed (Macintosh®)
Description  
Solution While launching Where in the USA is Carmen Sandiego?® an error message appears as "Floating Point Processor not installed." Consult the remainder of this note for additional information. This is the procedure to use for resolving the issue:
 
  1. Click the Apple.
     
  2. Select About this Macintosh.
     
  3. For Largest Unused Block it must be at lease 5340K or greater available.
     
  4. To free up more space, refer to your Macintosh® General Troubleshooting Guide or contact Apple® for assistance.
 
Issue Resolution Must Be 640x480x256 (Macintosh®)
Description  
Solution While launching Where in the USA is Carmen Sandiego?® on a Macintosh®, a message appears as "Screen resolution must be set at 640x480x256." To resolve the issue follow these instructions:
 
  1. Close all programs that are running.
     
  2. Click the Apple menu.
     
  3. Select Control Panels.
     
  4. Select the Monitors control panel.
     
  5. Make sure you are set to 640 x 480 x 256 and that Colors is selected.
     
  6. If you have the correct settings, the issue may be due to using a 12" monitor. Where in the USA is Carmen Sandiego?® requires a 13" monitor as a minimum size.
     
  7. Run the program if you are using at least a 13" monitor and the issue should be resolved.
 
Issue General Protection Fault in Module CXITLV.DRV
Description  
Solution While launching Where in the USA is Carmen Sandiego?®, the message "General Protection Fault in module CXITLV.DRV" appears. An outdated or corrupted video driver can cause this issue. Updating the video driver will help to resolve the issue. Consult the remainder of this technical note for additional information. For assistance and information that describes how to update the video card driver, contact the computer or video card manufacturer.
 
Issue Movies Are Faded or Not Showing (Windows® 95)
Description  
Solution While running Where in the USA is Carmen Sandiego?® on a Windows® 95/98 operating system the movies appear as distorted or are not showing. Resolve the issue by changing QuickTime 32 to Video Driver. Here's the procedure:
 
  1. Click on the Start button, choose Settings and then select Control Panel.
     
  2. Double-click the QuickTime 32 icon
     
  3. Click on More at the bottom of the QuickTime window.
     
  4. Click the Video tab.
     
  5. Under Optimization, select Bitmap (BMP) for the Draw Method.
     
  6. Click on the Apply button.
     
  7. Choose Yes to the question, "Do you want to apply modifications?".
     
  8. Click Close.
     
  9. Restart Where in the USA is Carmen Sandiego?® and the issue should now be resolved.
 
Issue Invalid Dynamic Link Call to a .DLL File
Description  
Solution While installing QuickTime for Where in the USA is Carmen Sandiego?® a message appears as "Invalid Dynamic Link Call to .DLL File." This is the procedure for resolving the issue:
 
  1. Close all programs that are running on your computer.
     
  2. Click on the Start button, select Programs and then click Windows Explorer.
     
  3. Click View on the menu bar and then select Options. A dialog box will appear.
     
  4. Select Show All Files under the Hidden Files section.
     
  5. Click Apply and then click OK.
     
  6. Exit Windows Explorer.
     
  7. Click one the Start button, select Shut Down and then choose Restart the Computer.
     
  8. Yes so your computer will restart.
     
  9. Once the system has restarted, click on the Start button and then select Run.
     
  10. Type in the Open Line: D:\SETUP32\QTWSETUP\QT32\INSTAL.EXE (where D represents the letter of your CD-ROM drive).
     
  11. Press Enter to begin the QuickTime installation process.
     
  12. Click on the Yes button when you are asked about scanning for other versions of QuickTime.
     
  13. Click on the Yes (or Delete) button when you are asked about deleting other versions of QuickTime.
     
  14. Restart your computer after the QuickTime installation is completed.
     
  15. Start Where in the USA is Carmen Sandiego?®.
 
Issue Not Enough Memory for Panel Back Port
Description  
Solution While launching Where in the USA is Carmen Sandiego?®, an error message occurs as "Not Enough Memory for Panel Back Port." To resolve the issue, adjust the Swap file settings to at least a 19,000 KB permanent Swap file. The remainder of this technical note describes how to continue. Windows® 3.1

NOTE: Do not set a permanent swap file on a compressed hard drive. If you previously compressed your hard drive, do not perform this procedure. Performing this procedure on a compressed hard drive will cause major issues when restarting Windows®.
 
  1. From Program Manager click on the Main Program group icon.
     
  2. Double-click Control Panel.
     
  3. Double-click the 386 Enhanced icon.
     
  4. Click Virtual Memory.
     
  5. Choose Change.
     
  6. Select Permanent for the Swap File (as long as the hard drive is not compressed).
     
  7. Set the size of Virtual Memory to at least 19,000KB.
     
  8. Click OK.
     
  9. Restart the computer.
 
Issue Program Requires QuickTime® 2.1 or Higher
Description  
Solution The message, "The Program requires QuickTime® 2.1 or higher," appears when launching Where in the USA is Carmen Sandiego?®. Follow these instructions for resolving the issue:
 
  1. Insert the Where in the USA is Carmen Sandiego® CD into your CD ROM drive.
     
  2. Click File on the menu bar and then select Run.
     
  3. Type in the Command Line: D:\SETUP16\QTWSETUP\QTINSTAL.EXE (where D represents the letter of your CD-ROM drive).
     
  4. Click on the OK button. The QuickTime installer will begin running.
     
  5. Select Yes when asked about scanning for other versions of QuickTime.
     
  6. Select Yes when asked about removing other versions of QuickTime.
     
  7. Restart your computer after QuickTime successfully completes installation.
     
  8. Restart Where in the USA is Carmen Sandiego?® and the issue should now be resolved.
 
Issue Program Freezes or Locks Up
Description  
Solution Where in the USA is Carmen Sandiego?® may freeze or lock up while running the introductory screen on a Windows® 95/98 system. Here is the procedure for resolving the issue:
 
  1. Click on the Start button, choose Settings, and select Control Panel.
     
  2. Double-click the QuickTime 32 icon.
     
  3. Click the More button at the bottom of the window.
     
  4. Click the Video tab.
     
  5. Under Optimization, select Bitmap (BMP) for the Draw Method.
     
  6. Click on the Apply button and then click on the Yes button to apply modifications.
     
  7. Click Close.
     
  8. Start Where in the USA is Carmen Sandiego?® and the issue should now be resolved.
 
Issue Cannot Initialize Graphics (Windows® 95/98)
Description  
Solution While starting Where in the USA is Carmen Sandiego?® a message may occur regarding the inability to initialize graphics. Complete the following steps to change the display setting to 256 Colors:
  1. Close programs and all open windows and return to the desktop.
     
  2. Click Start, select Settings and choose Control Panel.
     
  3. Double-click the Display icon.
     
  4. In the window that appears, select the Settings tab.
     
  5. At the bottom-left of the window under Colors (Windows® 98) or Color Palette (Windows® 95), click the drop-down menu and choose 256 Colors.
     
  6. Click Apply at the bottom-right of the window.
     
  7. Choose Yes if asked, "Do you want to restart the computer?"
     
  8. Launch and use the program.
 
Issue Waveform Device Is Busy
Description  
Solution While launching Where in the USA is Carmen Sandiego?®, the following message appears: "Waveform device is busy." Incorrect Multimedia settings can cause this issue. Changing the Multimedia settings can help to resolve the issue. Consult the remainder of this technical note for the procedure. To help resolve the issue, complete the steps below.
 
  1. Close programs and all windows and return to the desktop.
     
  2. Click Start button, choose Settings and click Control Panel.
     
  3. Double-click Multimedia. The Audio tab should be the active tab within the Multimedia Properties.
     
  4. Locate the Preferred Device line found on the Audio tab.
     
  5. Verify that the Preferred Device line does not indicate Wave Device for Voice Modem.

    NOTE: If the Wave Device for Voice Modem setting appears, click the down arrow next to the Preferred Device line and select a different sound setting.

     
  6. Click the MIDI tab.
     
  7. Set the Single Instrument line to Synthesizer, FM Synthesis or MPU-401 Compatible Device. Do not select an External MIDI Device.
     
  8. Click the Apply button and restart Where in the USA is Carmen Sandiego?®. The issue should be resolved.
NOTE: If the Waveform issue remains, set the Custom Configuration channels to the same setting as Single Instrument. To complete this, follow these steps:
 
  1. Close programs and all windows and return to the desktop.
     
  2. Click Start button, choose Settings and click Control Panel.
     
  3. Double-click Multimedia.
     
  4. Click the MIDI tab.
     
  5. Click Custom configuration and then click the Configure button.
     
  6. Click Channel 1 and click Change.
     
  7. Click the down arrow on the Instrument line and select the same driver you selected for Single Instrument. (See Step 7 above.)
     
  8. Repeat this procedure for Channels 2-10 and Channels 13-16.
     
  9. When the changes have been made, click OK and choose Apply.
     
  10. Run Where in the USA is Carmen Sandiego?®.
 
Issue Waveform Sound Device Failed to Respond
Description  
Solution While launching Where in the USA is Carmen Sandiego?®, the following message appears: "Waveform sound device failed to respond." Incorrect Multimedia settings can cause this issue. Changing the Multimedia settings can help to resolve the issue. Consult the remainder of this technical note for the procedure. This is the procedure for resolving the issue:
 
  1. Click on the Start button, choose Settings, and then click Control Panel.
     
  2. Double-click Multimedia.
     
  3. The Audio tab should be the active tab within the Multimedia Properties.
     
  4. Look for the Preferred Device line, found on the Audio tab.
     
  5. Verify that the Preferred Device line does not indicate Wave Device for Voice Modem.
     
  6. Click the down arrow next to the Preferred Device line if the setting appears as Wave Device for Voice Modem and select a different sound setting.
     
  7. Click the MIDI tab.
     
  8. The Single Instrument line should be set to Synthesizer, FM Synthesis, or MPU-401 Compatible Device. Change the Single Instrument one to one of the above if the line indicates something else. However, do not select an External MIDI Device.
     
  9. Click on the Apply button and restart Where in the USA is Carmen Sandiego?®.
NOTE: If the Waveform issue still remains, set the Custom Configuration channels to the same setting as Single Instrument. Here's how:
 
  1. Click Custom configuration and then click the Configure button.
     
  2. Click Channel 1 and then click the Change button.
     
  3. Click the down arrow on the Instrument line and select the same driver you selected for Single Instrument.
     
  4. Repeat this for Channels 2-10 and Channels 13-16.

     
  5. Run the Where in the USA is Carmen Sandiego?®.
 
Issue Screen Flashes or Corrupt Display
Description  
Solution While running Where in the USA is Carmen Sandiego?®, the screen flashes during transitions or other corrupted symptoms may appear on the screen. Removing the Shockwave® Init shortcut icon will help resolve the issue. Consult the remainder of this note for the procedure. To resolve the issue, remove the Shockwave Init shortcut from the Startup folder per these instructions:
 
  1. Click Start, select Settings and choose Taskbar & Start Menu.
     
  2. Click the Start Menu Programs tab.
     
  3. Click on the Remove button.
     
  4. Double-click the Startup folder.
     
  5. Select the Shockwave® Init shortcut icon.
     
  6. Click on the Remove button.
     
  7. Restart Windows®.
     
  8. Run Where in the USA is Carmen Sandiego?®.
NOTE: Shockwave® Init is a TSR that controls the Shockwave® Remote Control Panel. In the future, the remote control can be activated from the Start Programs Menu by selecting Shockwave, then Shockwave® Remote.
 
Issue 256 Colors Required
Description  
Solution After installing Where in the USA is Carmen Sandiego?®, the display does not appear properly. Arthur's® 1st Grade 2.0 requires the display setting to be set to 256 Colors. This technical note describes how to continue. Complete the following steps to change the display setting to 256 Colors:
  1. Close programs and all open windows and return to the desktop.
     
  2. Click Start, select Settings and choose Control Panel.
     
  3. Double-click the Display icon.
     
  4. In the window that appears, select the Settings tab.
     
  5. At the bottom-left of the window under Colors (Windows® 98) or Color Palette (Windows® 95), click the drop-down menu and choose 256 Colors.
     
  6. Click Apply at the bottom-right of the window.
     
  7. Choose Yes if asked, "Do you want to restart the computer?"
     
  8. Launch and use the program.
 
Issue Auto-Installation Does Not Begin
Description  
Solution After inserting the Where in the USA is Carmen Sandiego?® disc into the CD-ROM drive, the Auto-Run feature of the computer does not start the installation. Installing the program manually will resolve the issue. Follow the steps below to complete a manual installation of the program.
  1. Verify that the proper CD is inserted into the CD-ROM drive.
     
  2. Click Start and select Run. The Run dialog box will open.
     
  3. Type X:\SETUP.EXE in the Open: field, where the X represents the letter that identifies the CD-ROM drive.
     
  4. Click OK. The installation of the program should begin.
     
  5. Follow the prompts to complete the installation.
 
Issue CD Is Not Recognized
Description  
Solution After inserting the CD into the CD-ROM drive when prompted, the CD is not recognized. Any number of the following conditions may cause this issue: wrong CD is being used, CD needs cleaned, CD-ROM drive settings require changes, or the CD-ROM driver is corrupted, outdated, or the wrong one. By completing the procedures that follow, the CD-Read issue may be resolved. Begin with item one and proceed through the list.
 
  1. Verify that the correct CD is being used when prompted to insert the disc.
     
  2. Clean the CD. Place a small amount of nonabrasive, liquid soap on the shiny side of the disc. Using your fingertips and warm water, gently rub the soap on the disc in a circular motion. Rinse the disc thoroughly and dry it using a clean, soft T-shirt or lint-free towel. Do not use paper towels or tissue paper.
     
  3. Change the Read Ahead setting in the following manner:
  1. Return to the desktop and right click on the My Computer icon.
     
  2. Select Properties from the menu that appears and click on the Performance tab in the Systems Properties window.
     
  3. Click the File System button and click the CD-ROM tab.
     
  4. Locate Optimize Access Pattern For:.
     
  5. Click the arrow to the right of the information field and select the No Read Ahead option.
     
  6. Restart Windows®.