DOCUMENT:Q151647 12-AUG-1999 [homemm] TITLE :Multimedia: Hourglass Icon or Program Stops Responding PRODUCT :Microsoft Home Multimedia Titles PROD/VER: OPER/SYS: KEYWORDS: ====================================================================== ------------------------------------------------------------------------------- The information in this article applies to: - Microsoft Bookshelf 1996-97 for Windows - Microsoft Encarta 96 World Atlas for Windows ------------------------------------------------------------------------------- SYMPTOMS ======== When you attempt to start one of the programs listed above, the mouse pointer changes to an hourglass, but the program does not start. Additionally, the program may stop responding (hang). Or, when you try to play a video in the multimedia program listed above, the video screen is black, and then the program stops responding. CAUSE ===== This issue can occur if there is an extremely low amount of free global memory available. For example, Bookshelf '96-'97 does not start if there is less than 2.25 MB of total free RAM (Random Access Memory) memory plus "virtual" memory (which uses free hard-drive space). If the Windows virtual memory feature is turned off, these problems become noticeable very quickly. For example, if you have a computer with only 4 MB of RAM, approximately 1 MB is used for Conventional and Upper Memory, and perhaps 1 MB for disk caching. That leaves 2 MB of Extended (XMS) memory for Windows to use. Then, if you start several programs, you run out of physical memory (RAM). Windows attempts to use virtual memory, but if this feature is not turned on, you receive an "out of memory" message. If the available memory is extremely low, you may experience other, unpredictable results. RESOLUTION ========== If you have the recommended amount of RAM, installing more RAM does not usually resolve these problems. Instead, use the following troubleshooting methods. Step through each method in the order in which they are listed. After each method, text the program to see if the issue is resolved. If the issue continues, proceed to the next method. Check Amount of RAM ------------------- When your computer first boots, it counts the amount of total RAM. For example, if you have 4 MB of RAM, the count stops at 4192. For 8 MB, the count stops at 8192. If you do not have the recommended amount of RAM required to run the multimedia program, you need to install more RAM or return the program to the place of purchase. The system requirements for the program are printed on the program's box. Windows 3.1: Checking Amount of Total Free Memory ------------------------------------------------- 1. On the Help menu in Program Manager, click About Program Manager. 2. Make sure your computer is configured to run in Enhanced mode; Standard mode cannot use virtual memory. 3. Note the "Memory" figure listed. This is your total free memory at this moment, which is free RAM plus free virtual memory. Windows 95/98: Checking The Total Amount Of Physical Memory ----------------------------------------------------------- 1. Right-click My Computer, and then click Properties. 2. The amount of RAM installed in the computer is listed at the bottom of the "Computer:" section on the General tab. Note this figure. This is not the amount of RAM that is free, but the total amount available to Windows. If you do not have the recommended amount for the multimedia program, you need to install more RAM or return the program for a refund Check Windows Virtual Memory Settings ------------------------------------- Make sure Virtual Memory is turned on, and is set to at least 10,000k (10 MB). For more information about how to perform this task in Windows, see your Windows printed documentation or online Help. Close any other Programs that are Running ----------------------------------------- Closing programs frees up memory and makes it available to your multimedia program. Free Up More Hard-Disk Space ---------------------------- Your hard disk is used for virtual memory. You can free up hard-disk space by deleting files you no longer need. MORE INFORMATION ================ Windows 95/98 32-bit programs require virtual memory for 32-bit paging. It is recommended that you keep a minimum of 20 MB free on the hard disk at all times. It is also recommended that you have Windows manage the Virtual Memory setting. For example, Encarta 96 World Atlas requires a minimum of 24 MB of memory (RAM plus virtual memory). If you have 8 MB of RAM, at least 16 MB needs to be free on the hard disk (with virtual memory enabled), for World Atlas to run properly. For Windows 3.1 programs, virtual memory can be disabled if you have a large amount of RAM. For more information about memory requirements and troubleshooting, please refer to the Readme file located on the multimedia program compact disc. Additional query words: 1995 '96 96 multi media multimedia multi-media mmtitles kbmm ====================================================================== Keywords : Technology : kbHomeProdSearch kbHomeMMsearch kbEncartaSearch kbBookshelfSearch kbBookShelf1996 kbBookShelf1997 kbEncartaWorldAtlas1996 ============================================================================= THE INFORMATION PROVIDED IN THE MICROSOFT KNOWLEDGE BASE IS PROVIDED "AS IS" WITHOUT WARRANTY OF ANY KIND. MICROSOFT DISCLAIMS ALL WARRANTIES, EITHER EXPRESS OR IMPLIED, INCLUDING THE WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE. IN NO EVENT SHALL MICROSOFT CORPORATION OR ITS SUPPLIERS BE LIABLE FOR ANY DAMAGES WHATSOEVER INCLUDING DIRECT, INDIRECT, INCIDENTAL, CONSEQUENTIAL, LOSS OF BUSINESS PROFITS OR SPECIAL DAMAGES, EVEN IF MICROSOFT CORPORATION OR ITS SUPPLIERS HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. SOME STATES DO NOT ALLOW THE EXCLUSION OR LIMITATION OF LIABILITY FOR CONSEQUENTIAL OR INCIDENTAL DAMAGES SO THE FOREGOING LIMITATION MAY NOT APPLY. Copyright Microsoft Corporation 1999.