THE WELCH COMPANY
440 Davis Court #1602
San Francisco, CA 94111-2496
415 781 5700


S U M M A R Y


DIARY: February 7, 2001 00:21 AM Wednesday; Rod Welch

Installed operating system, called Microsoft to clear problems c13.

1...Summary/Objective
2...W2K Setup Disks Not Consistent, Cause Rework
3...Called Microsoft and Paid $250 to Fix W2K Defects
4...Explained three issues....
..............Performance and Applications Department


..............
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CONTACTS 
0201 - Microsoft Corporation                Telephone
020101 - Mr. Kenneth Burgener; Technician =Telephone
020102 - Windows 2000 Support  =800 936 4900
0202 - Microsoft Corporation                Telephone
020201 - Mr. Einar Ekholm; Technician =425 635 2997 x32383
020202 - v-1eekh@mssupport.microsoft.com
020203 - Windows 2000 Support  =800 936 4900

SUBJECTS
Stop Error
DOS Apps Not Running Correctly, SDS, MEM, etc, not running
Disk Needs to be Checked for Consistency
Microsoft Case SRX010207601263 W2K Crashed Installation Support
Performance Slower for SDS Reports than C11
RAM 599 Dosx.exe Won't Load Should have 643K
SDS Reports Slow on C13
$245 Fee for Service
Directory Option Missing from OEM CD to Install OS
Microsoft Case SRX010207601263 W2K Crashed Installation Support Corre
RAM DOSX Not Loading High 599 RAM Instead of 634

1413 -    ..
1414 - Summary/Objective
1415 -
141501 - Follow up ref SDS 6 0000, ref SDS 5 0000.
141502 -
141503 - Spent all night, all day and again all night trying to configure c13
141504 - so it works efficiently.  Installed w2k at least twenty times with
141505 - various combinations hoping to get w2k to run the same way it came
141506 - from the vendor where dosx.exe loads into high memory so there is 634K
141507 - of RAM for SDS.  Called and paid Microsoft $245 to correct w2k
141508 - defects. ref SDS 0 B46N  Reported three (3) issues to complete setup
141509 - of w2k. ref SDS 0 EYH4  Microsoft duplicated the problem with of
141510 - getting only 599K of RAM, ref SDS 0 OE3J; did not address other
141511 - issues.  Microsoft claims OEM disks are not official Microsoft code,
141512 - because OEM's modify w2k code distributed with PCs sold to customers.
141513 - Microsoft is sending a retail, also called a "full" version of w2k.
141514 - ref SDS 0 6F6F  Eventually, formatted all partitions on the system, so
141515 - lost all of the work done on 010202 to set up software. Have two
141516 - configuration problems: need modem software, and need something for
141517 - PCI port, possibly an Intel driver for the vidoe card or the IDE
141518 - controller. None of the efforts tried so far have solved the problem.
141519 -
141520 -     [On 010214 received full version w2k from Microsoft. ref SDS 11
141521 -     0001
141522 -
141523 -     [On 010214 installed full version w2k, did not solve performance
141524 -     problems. ref SDS 12 2871
141525 -
141526 -     [On 010214 Microsoft called for evaluation of technical support
141527 -     provided today. ref SDS 13 0001
141528 -
141529 -
141530 -
141531 -
141532 -
141533 -
1416 -
1417 -
1418 - 071T Progress
1419 -
141901 -  ..
141902 - W2K Setup Disks Not Consistent, Cause Rework
141903 -
141904 - Follow up ref SDS 6 SY8O
141905 -
141906 - Last night beginning about 2145 tried to make a clean install of w2k,
141907 - and encountered problems because the OEM code does not work the same
141908 - when it is run from a hard drive, and there is no notice of this.
141909 -
141910 - None of the installations that followed solved the performance
141911 - defects.
141912 -
141913 -
141914 -
141915 -
1420 -
1421 -
1422 - 0717
1423 -
142301 -  ..
142302 - Called Microsoft and Paid $250 to Fix W2K Defects
142303 -
142304 - Follow up ref SDS 6 0001, ref SDS 3 GE7H.
142305 -
142306 - Talked to Service Account Engineer who requested the product ID.
142307 -
142308 - He said that since the product ID has an OEM, this means that
142309 - Microsoft will charge customers $245 for fixing program defects.
142310 -
142311 - I agreed to this price; paid with BOA credit card.
142312 -
142313 -     [On 010209 received quality control follow up letter. ref SDS 9
142314 -     38WB
142315 -
142316 -     [On 010317 paid BOA on account.
142317 -
142318 -     [On 020519 Microsoft changed policy and provides 2 free incidents
142319 -     to support customers. ref SDS 19 HC5O
142320 - ..
142321 - Received case number.....
142322 -
142323 -
142324 -                     SRX010207601263
142325 -
142326 -
142327 - Was transferred to....
142328 -
142329 -  ..
142330 - Talked to Kenneth Burgener.
142331 -
142332 - Kenneth is a customer service engineer.
142333 -
142334 -    email:  v-2kebu@mssupport.microsoft.com
142335 -
142336 -  ..
142337 -
142338 - Explained three issues....
142339 -        ..
142340 -    1.  Had to install w2k because of blue screen Stop that could
142341 -        not be cleared, reported on 010206. ref SDS 6 0001
142342 -
142343 -        OEM W2K setup CD does not have a procedure for specifying
142344 -        directory to install w2k, contrary to Microsoft liturature that
142345 -        says this feature is supported.  The feature is only supported
142346 -        when OEM code is run from a hard drive, rather than the OEM CD,
142347 -        reported on 010206. ref SDS 6 ST9L
142348 -
142349 -           [On 010209 Microsoft letter does not cite this issue.
142350 -           ref SDS 9 JF2G
142351 -
142352 -           [On 010214 full version w2k CD received from Microsoft
142353 -           solved this problem. ref SDS 12 E78K
142354 -  ..
142355 -    2.  C13 is a P4 1.4 GHz 400 MHz bus with high performance
142356 -        hard drive (46 GB 7200 RPM 1MB Deskstar Hard Disk drive
142357 -        ATA-100, ref DRP 1 0055), it runs 13 times slower than a 650
142358 -        MHz Toshiba Tecra notebook computer. ref SDS 3 QL5K
142359 -
142360 -           [On 010209 Microsoft letter does not cite this issue.
142361 -           ref SDS 9 JF2G
142362 -
142363 -           [On 010314 letter to Microsoft confirms problem. ref SDS 11
142364 -           DD5F
142365 -
142366 -           [On 010301 OTS seems to solve problem. ref SDS 15 M45I
142367 -
142368 -           [On 010313 Microsoft notified of solution. ref SDS 17 0001
142369 -        ..
142370 -    3.  C13 received from OEM showed 634K RAM available for DOS
142371 -        applications because dosx.exe was loaded into high memory.
142372 -        After installing OEM w2k to fix blue screen Stop failure on
142373 -        010206, ref SDS 6 0001, there is only 599K of RAM because
142374 -        dosx.exe is not loading into high memory, as set out in the
142375 -        record on 010202. ref SDS 3 KN6F
142376 -
142377 -           [On 010209 Microsoft confirms this matter pending.
142378 -           ref SDS 9 1800
142379 -
142380 -           [On 010214 submitted a letter to Microsoft, ref DIP 1 ZO8L,
142381 -           that links to this issue. ref SDS 11 DD5F
142382 -
142383 -           [On 010220 Joe has idea to solve DOSX problem. ref SDS 14
142384 -           OM4K
142385 -
142386 -           [On 010310 Microsoft confirms problem, ref SDS 16 4S7H, and
142387 -           solution is pending. ref SDS 16 00GP
142388 -
142389 -           [On 010313 letter to Microsoft requesting follow up
142390 -           procedures. ref SDS 17 0001
142391 -
142392 -
142393 -  ..
142394 - On point 1, Kenneth said that OEM CDs are not intended to give users
142395 - the "Advanced" option.  He said this is only available for the retail
142396 - version.
142397 -
142398 - Kenneth is unaware of notices given to customers so they can avoid
142399 - rework attempting to restore an original configurtion that is not
142400 - supported by Microsoft.
142401 - ..
142402 - Kenneth said research on the dosx.exe problem in the Microsoft
142403 - Knowledge Base yieled important papers on how to configure computers
142404 - for optimizing performance.
142405 -
142406 - Kenneth will email these articles.
142407 -
142408 -    Later today, received several email from Kenneth; these were lost
142409 -    when c13 crashed, per below. ref SDS 0 U26K
142410 -
142411 -       [On 010220 letter to Microsoft requests re-submission of
142412 -       information Microsoft feels can improve productivity.
142413 -       ref SDS 14 0001
142414 - ..
142415 - While we talked, Kenneth advised that he has two different
142416 - computers both running w2k, and he noticed that one shows about 634K
142417 - of RAM and the other shows about 599K; and, he further notices that on
142418 - the system with only 599K of RAM, the configuration files are
142419 - identical for both systems.
142420 -
142421 - We reviewed the history of our system c13, where it provided 634K of
142422 - RAM when received from the vendor; only after installing w2k because
142423 - of a blue screen system failure on 010206, did this new problem occur.
142424 - ref SDS 6 0001  Complete background is summarized in the record on
142425 - 010202. ref SDS 3 0001
142426 -
142427 -      [On 010310 Microsoft letter confirms this problem. ref SDS 16
142428 -      4S7H
142429 - ..
142430 - Kenneth advised that his research in the Microsoft Knowledge
142431 - Base produced a document that said some Dell computers have this
142432 - problem, because Dell has modified w2k to fit conditions of their
142433 - computers.
142434 -
142435 - We reviewed consideration on 010129 to purchase a Dell computer, and
142436 - it was decided not to do this, because of compatibility concerns.
142437 - ref SDS 2 0001
142438 -
142439 - Kenneth said there are no other explanations for why w2k fails to
142440 - execute a consistent installation to correct a system failure.
142441 -
142442 - Kenneth said that since he has duplicated the problem, he feels the
142443 - matter should be escalated to the executive level #2 where there is a
142444 - team of specialists to configure DOS for optimal performance.
142445 - ..
142446 - Kenneth asked me to hold on while he contacts the next
142447 - department.
142448 -
142449 -
142450 -  ..
1425 -
1426 -
1427 - 0752
1428 -
142801 - Kenneth introduced.....
142802 -
142803 -
142804 -                   Einar Ekholm;
142805 -                   425 635 2997 x32383
142806 -                   v-1eekh@mssupport.microsoft.com
142807 -                   Windows 2000 Support
142808 -
142809 - Einar works in the....
142810 -
142811 -
142812 -  ..
142813 -              ..
142814 -              Performance and Applications Department
142815 -              
142816 -
142817 - Einar said he is not familiar with configuring DOS.  He explained that
142818 - Microsoft calls DOS....
142819 -
142820 -
142821 -                           NTVDM
142822 -  ..
142823 -
142824 - ....and explained it is a DOS emulation.  Therefore, he feels
142825 - customers should not depend on Microsoft to provide a product that
142826 - runs DOS applications consistently.
142827 -
142828 - Einar reviewed the record of work done by Kenneth at the lower level,
142829 - per above. ref SDS 0 5C6I
142830 - ..
142831 - Einar asked me to hold while he consults with other engineers.
142832 -
142833 -
142834 -  ..
1429 -
1430 -
1431 - 0837
1432 -
143201 - Einer came back online and said that Microsoft's position is that
143202 - everything has been done to solve performance problems reported to
143203 - Microsoft.
143204 -
143205 - He said that some problems are caused by differences between OEM
143206 - versions of Windows 2000.  Einar asked for the manufacture of the OEM
143207 - CD we have for Windows 2000?
143208 -
143209 - I took the CD out of the drive and reported it says.....
143210 -
143211 -
143212 -                          Microsoft
143213 -
143214 - ..
143215 - Einar said there must be another name on the CD because
143216 - Microsoft does not manufacture OEM CDs.
143217 -
143218 - Examination of the CD with a magnifying glass did not reveal any
143219 - other name.
143220 -
143221 - Einar said sometimes it is difficult to tell who manufactured the CD
143222 - by looking at it.
143223 -
143224 - He repeated the concern voiced by Kenneth earlier this morning, that
143225 - OEM computer manufacturers and vendors modify Windows 2000 to suit
143226 - their hardware configuration specifications.  As a result, Microsoft
143227 - refers customers to the OEM for support.
143228 -
143229 - Microsoft maintains that when w2k is modified by an OEM, Microsoft
143230 - cannot be responsible for product defects.
143231 - ..
143232 - We reviewed the record using w2k on c13.
143233 -
143234 - We have two OEM versions of w2k and neither provides the installation
143235 - that came with c13, nor that are on c11 and c12.  Since c12 was
143236 - configured with the OEM program that came with c11, and since it
143237 - configures DOS with 633K of RAM, there is no reason to believe the OEM
143238 - code received from the vendor for c13 is any different.  C13 was
143239 - purchased from PC Doctor, which is a small 4 or 5 person company that
143240 - assembles computer parts and sells the assembled computer to
143241 - customers.  Unlike Dell, Compact, Gateway 2000, and other large
143242 - companies, PC Doctor does not have the expertise nor the time to
143243 - modify Microsoft's code.  Further they have no basis for modifying the
143244 - code.  The key parts specified for c13 are by major manufacturers,
143245 - i.e., Intel and IBM.
143246 - ..
143247 - PC Doctor must therefore obtain w2k CDs for their OEM work from
143248 - a common source.  The CD we have says Microsoft.  There is nothing on
143249 - the CD that indicates it has been modified by a different company.
143250 -
143251 - Microsoft's representation today that the retail version is different
143252 - can be tested.  If is different in a material way that impacts
143253 - customer performance, this will be a troubling situation.
143254 - ..
143255 - We reviewed the record this morning, where the customer service
143256 - engineer expressly stated that Microsoft would correct program defects
143257 - if the customer pays Microsoft an additional $245, above the price of
143258 - the OEM version, $145.
143259 -
143260 - There was discussion of engaging an engineer to see why installing w2k
143261 - produces 599K RAM after initially showing 634, and why it runs a
143262 - simple application 13 times slower than a much slower computer,
143263 - configured with the same W2K program, and same configuration? reported
143264 - on 010202. ref SDS 3 QL5K
143265 -
143266 -     [On 010211 example illstrates performance problem. ref SDS 10 Q65J
143267 -
143268 - Einar indicated it is important for Microsoft to produce a consistent
143269 - product, and support customers.
143270 - ..
143271 - He asked me to hold on while he investigates.
143272 -
143273 -     [On 010209 letter from Einar says Microsoft intends to solve w2k
143274 -     problems satisfactorily. ref SDS 9 EU6H
143275 -
143276 -
143277 -  ..
1433 -
1434 -
1435 - 0913
1436 -
143601 - Einar came back online.
143602 -
143603 - He said Microsoft does not have enough information to address the
143604 - problem further at this time.
143605 -
143606 - He wants to get results from installing a retail version of w2k,
143607 - which is manufactured by Microsoft with strick quality controls to
143608 - ensure consistent, reliable performance.
143609 -
143610 - Einar is sending a retail version of w2k.  He said it will take about
143611 - 5 days to arrive in the mail.  He requested feedback on results of
143612 - installing this version.
143613 -
143614 -     [On 010209 received quality control follow up letter. ref SDS 9
143615 -     38WB
143616 -
143617 -     [On 010209 Microsoft confirms one of three pending matters.
143618 -     ref SDS 9 1800 and ref SDS 9 JF2G
143619 -
143620 -     [On 010214 received full, retail version of w2k from Microsoft.
143621 -     ref SDS 11 0001
143622 -
143623 -     [On 010214 sent letter to Einar advising full version of w2k has
143624 -     been received, and provided link to this record. ref SDS 11 DD5F
143625 -
143626 -     [On 010214 installed w2k full version received from Microsoft,
143627 -     ref SDS 12 0001; solved problem of setting directory for
143628 -     installing w2k.
143629 -     Did not solve other other problems.
143630 -
143631 -     [On 010214 received TQM call from Microsoft on results of
143632 -     Microsoft support today; Microsoft engineer will call back to
143633 -     solve pending performance problems.
143634 -
143635 -
143636 -
143637 -
143638 -
143639 -  ..
1437 -
1438 -
1439 - 1027
1440 -
144001 - After talking to Einar at Microsoft, decided to try installing w2k
144002 - using the OEM CD in exactly the same conditions as the OEM installed
144003 - it, with the disk completely formatted.
144004 -
144005 - This resulted in losing the entire setup created on 010202, because
144006 - all partitions were removed and then created again.
144007 -
144008 - The setup program does not provide for formatting all of the disks at
144009 - once, so have to do it piecemiel.  First the c drive, then the i
144010 - drive, then install the OS, then go back and format each of the other
144011 - drives.
144012 - ..
144013 - This was probably 10 or 20 times over the next two days,
144014 - attempting various combinations.
144015 - ..
144016 - Wound up losing the drivers for the modem, because these were
144017 - not provided separately by the OEM, PC Doctor, and for the IED hard
144018 - drive controller.  The drives for the IED controller are on the CD for
144019 - the Intel D850GB main board.  But there are no clear instructions on
144020 - this.
144021 -
144022 - This occurred late this evening, so could not call PC Doctor to get
144023 - the drivers.
144024 -
144025 - The problem with the IED driver was corrected, when the updated
144026 - driver from Intel was installed.
144027 -
144028 - The next day got the driver for the modem.
144029 -
144030 - All configuration is reported in the record on 010202, so there is a
144031 - comprehensive history of what was done.
144032 -
144033 -
144034 -
144035 -
144036 -
144037 -
144038 -
144039 -
1441 -
Distribution. . . . See "CONTACTS"