David Tong

Date: Mon, 19 Feb 2001 10:01:58 -0000

Mr. Rod Welch
The Welch Company
440 Davis Court #1602
San Francisco, CA 94111 2496

Subject:   Tecra 8100 freezes while surfing

Dear Mr. Welch,

This morning Google threw up your letter to Microsoft (see extract below) as I was seeking guidance on the feasibility of upgrading a two year old Tecra 780DVD from W95 to W2000.

However I noticed from your admirably restrained letter that you have experience with a Tecra 8100 running W2000.

I have been using one of these since December and it has an extremely annoying habit of freezing while I'm using Interent Explorer to search websites. The only sign of trouble is that the cursor stops moving. However it then takes a hard reset to get it going again so, I lose anything else that was open. Can't be certain but I feel it happens when the cursor is actually being moved. It has never happened off-line.

I've included more details of the fault and the system at the end of this email.

Since your experience is vastly greater than mine, I wonder if you might be able to cast any light on this behaviour, or point me at a source of information. Both Toshiba and Microsoft seem impenetrable.

For the record my machine has not yet stalled during the boot-up sequence.

Apart from the freezing problem, it is very much more stable than the Tecra 780DVD with W95. That seems to crash at least once a day. Hence the plan to upgrade to W2000.

Meanwhile I hope that you managed to get some satisfaction from Microsoft.

Yours sincerely,

David Tong.
Leeds, England

-----------details of Tecra 8100/W2000 problem -----------

Toshiba Laptop / Win2000 Freezes While Browsing


New Toshiba Tecra 8100 with preloaded Windows 2000 Professional.

Statement of Problem

When browsing the Internet on-line using IE5, the cursor, display, and keyboard suddenly freeze up. Ctrl/alt/del fails to work. The only way out is a hard reset, followed by an automatic disk check and reboot.

Events happen at intervals of from 5 to 30 minutes. The crash tends to wipe IE5's stored History for the whole day. It happens even with only IE5 running.

One time I left the computer switched on in its frozen state for 70 minutes. When I returned the computer had switched itself off. It started up when I pressed the on switch and performed a disk repair and then a normal boot up.

Other Information

Hardware details:

Model no: PT810E-49CF7-EN. P111800/128/20/14T/DVM

Serial no. Y0060911G ST810-4.

Pre-installed software details:

IE5 version 5.00.3103.1000

W2000 version 5.00.2195

Other installed software:

Word 2000(small business edition) Sibelius music software (version 1.4) Adobe Photo de Luxe (home edition) Piccolo (version 1.2)

Product purchase history

Computer purchased from Action on 19.12.00

----------extract from your letter to Microsoft for reference ------------

Mr. Mark A-MHIDD
Windows 2000 Support
Microsoft Corporation
16011 NE 36th Way
Box 97017
Redmond, WA 98073 9717

Subject:   Demand for Product Support, Windows 2000

Dear Mark,

This letter is sent to managers@microsoft.com, but addressed to Mark, in order to establish a chain of responsibility.

Mark did a good job answering our telephone request on May 24, 2000, ....

..... Occasionally, the Toshiba Tecra 8100 stalls during the boot sequence, and has to be powered down, then started again. This may be a Toshiba issue, but Microsoft should comment ...