CONTACTS 
0201 - The PC Doctor                        510 264 9395
020101 - Hayward, California
020102 - Mr. Raul Pechiu
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
0203 - The PC Doctor                        510 264 9395
020301 - Hayward, California
020302 - Mr. Raul Pechiu

SUBJECTS
Stop Error
DOS Apps Not Running Correctly, SDS, MEM, etc, not running
Disk Needs to be Checked for Consistency
W2K Clean Install to Restore Original DOS Environment
Modem, US Robotics, 28800
Modem Drivers US Robotics
Driver Missing Modem Needed to Complete W2K

1109 -    ..
1110 - Summary/Objective
1111 -
111101 - Follow up ref SDS 9 0000, ref SDS 8 0000.
111102 -
111103 - Received ref DRP 1 0001 from Raul explaining the driver to use for w2k
111104 - is identified as w9x, rather than nt.
111105 -
111106 - This corrects work on 010208.
111107 -
111108 - Raul says....
111109 -
111110 -    I apologise, I forgot to mention to use the win 9x driver not the
111111 -    nt. To make things easy, I attached a zipped copy of the driver.
111112 -
111113 -    Remove the pci serial device from your device manager, restart,
111114 -    then supply the unziped driver when new hardware found promps you.
111115 - ..
111116 - Did this.
111117 -
111118 - Saved the attached file....
111119 -
111120 -                         2977.zip
111121 -
111122 -
111123 - ...to...
111124 -
111125 -                   g: 00 modemUSR
111126 -
111127 - Used...
111128 -
111129 -                   c: sd 01 zu.exe
111130 -
111131 -
111132 - ...to unzip in the current directory.
111133 - ..
111134 - Tried running setup.exe, but got another message saying this is
111135 - only for NT 4.0 or higher.
111136 -
111137 - So evidently, the only useful thing in this directory is the driver
111138 - itself.
111139 -
111140 -                   g: 00 modemUSR 3cpcicm.inf
111141 -
111142 -
111143 - Removed the device with the yellow error flag, and booted the
111144 - computer.
111145 -
111146 - When w2k launched after entering the password, it recognized new
111147 - hardware, it launched an installation program that called for a
111148 - driver.
111149 - ..
111150 - Gave the directory....
111151 -
111152 -
111153 -                   g: 00 modemUSR
111154 -
111155 -
111156 - W2K says the correct driver is....
111157 -
111158 -
111159 -                   g: 00 modemUSR 3cpcicm.inf
111160 -
111161 -
111162 - When this was executed, w2k reported this was a good driver, and
111163 - launched an install operation that caused the system to show no
111164 - activity for about 30 seconds.
111165 - ..
111166 - Then a screen came up saying the modem is installed.
111167 -
111168 - After this occurred, the Device Manager in System Properties
111169 - Hardware, showed the following had occurred....
111170 -
111171 -      Modem
111172 -
111173 -         Is now listed as a device
111174 -
111175 -      Driver for the modem is....
111176 -
111177 -         i: 00 02 system32 drivers modem.sys
111178 -
111179 -
111180 - This pretty much completes rework to configure c13 to fix w2k defects
111181 - that occurred on 010206. ref SDS 5 0001
111182 - ..
111183 - Once the Microsoft CD is submitted,
111184 -
111185 -
111186 -
111187 -
111188 -
1112 -

SUBJECTS
Microsoft SRX010207601263 W2K Crashed Installation Support
Microsoft Case SRX010207601263 W2K Crashed Installation Support Corre
SDS Reports Slow on C13
48 Hour Follow Up
$245 Fee for Service
Advanced Option to Install on Designated Directory Missing from OEM C
60 Days to Get Additional Support on Same Case $

2210 -
221001 -  ..
221002 - Microsoft Goal Correct W2K Defects to Customer Satisfaction
221003 -
221004 - Follow up ref SDS 8 B46N
221005 -
221006 -
2211 -
2212 -
2213 - 1401
2214 -
221401 - Received ref DRP 2 0001 from Einar at Microsoft confirming
221402 - understandings from the telecon on 010207, concerning the 3rd issue
221403 - that is pending. ref SDS 8 S35I
221404 -
221405 - Einar's message initially says...
221406 -
221407 -    *** The following is an email for an incident from Microsoft Corp.
221408 -    *** So that your reply is added to the case, please forward your
221409 -    *** response to email address COMPMAIL@MICROSOFT.COM
221410 -    *** and place your text after the keyword MESSAGE: below.
221411 -    *** Please delete all other text above & below the keywords
221412 -    *** CASE_ID_NUM: SRnnn & MESSAGE: .
221413 -    *** Thank you.
221414 - ..
221415 - This appears to be boilerplate TQM stuff to fill out Microsoft
221416 - forms, however, the instruction is unclear.
221417 -
221418 - Typically, we click to respond to an email.
221419 -
221420 -
221421 -      ..
221422 -     RAM Problem Concerning DOSX.EXE Addressed by Microsoft
221423 -
221424 -
221425 - Einar says....
221426 -
221427 -     I am contacting you regarding the Technical Support Issue
221428 -     SRX010207601263 regarding DOSX is running in conventional memory
221429 -     instead of upper memory. We at Microsoft are truly concerned that
221430 -     your problem has been professionally treated and worked towards a
221431 -     timely conclusion. To this end we are compelled to attempt contact
221432 -     with you every 48 hours. ref DRP 2 J4WP
221433 -
221434 -         This is the 3rd issue that is pending, reported on 010207.
221435 -         ref SDS 8 YX7N
221436 -
221437 -            [On 010214 received replacement CD from Microsoft,
221438 -            installation did not clear the problem. ref SDS 12 DD5F
221439 -
221440 -            [On 010310 MS reports difficulty solving problem.
221441 -            ref SDS 16 00GP
221442 -
221443 -            [On 010612 requested follow up. ref SDS 19 0001
221444 -
221445 -
221446 -      ..
221447 -     60 Days to Open Case after Replacement Code Installed
221448 -     Case Archived Until Replacement Installed - Open within 60 Days
221449 -
221450 -     Since we are waiting for the delivery of a replacement copy of
221451 -     windows 2000, and this could take over 48 hours,  I am archiving
221452 -     your case based on that information.  Please note, archiving
221453 -     simply means that the case can be reopened by you at any time
221454 -     within 60 days of archiving.  All that is required is a phone call
221455 -     (or email) to me directly or to my manager.  I, or someone else on
221456 -     my team, will then be able to continue working towards a
221457 -     resolution at your convenience. ref DRP 2 SG7I
221458 -     ..
221459 -     After doing a clean install with this new copy of Windows
221460 -     2000, let me know if the problem still exists. ref DRP 2 SJ8G
221461 -     ..
221462 -     My goal is to make sure that we satisfactorily resolve your
221463 -     issue in a timely manner.  Please contact me (425) 635-2997 x32383
221464 -     to discuss that status of your issue and to setup a time for us to
221465 -     continue troubleshooting the issue. ref DRP 2 JJ8J
221466 -
221467 -     In a post script, Einer indicates a Microsoft manager.....
221468 -
221469 -                         Kelly Mondloch
221470 -                         KellyMo@microsoft.com
221471 -
221472 -     ....can be contacted to expedite progress. ref DRP 2 YL4F
221473 -
221474 -         Microsoft's commitment to solve w2k problems satisfactorly
221475 -         aligns with Einar's comments on 010207. ref SDS 8 IW4L
221476 -
221477 -            [On 01226 follow up on this idea. ref SDS 14 0001
221478 -
221479 -            [On 010314 follow up again on this idea. ref SDS 17 5E5M
221480 -
221481 -            [On 010315 Einar gives a different name for his boss.
221482 -            ref SDS 18 0001
221483 - ..
221484 - Einar attached a file that had an unknown extension.  Since we
221485 - have w2k and Microsoft Office 200, it seems unusual for a document
221486 - from Microsoft to have an unknown extension.  Nothing we tried opened
221487 - the attachment.
221488 -
221489 -  ..
221490 - Einar's letter does not mention following issues....
221491 -
221492 -     1.  Microsoft OEM CD does not provide Advanced option to specify
221493 -         directory for installing OS, reported on 010207. ref SDS 8
221494 -         UU6J
221495 -
221496 -            [On 010214 notified Microsoft there are three (3) pending
221497 -            issues. ref SDS 12 DD5F
221498 -
221499 -            [On 010214 the new, full version CD for w2k solved this
221500 -            problem. ref SDS 13 M59H
221501 -
221502 -     2.  C13 is a P4 1.4 GHz 400 MHz bus with high performance hard
221503 -         drive (46 GB 7200 RPM 1MB Deskstar Hard Disk drive ATA-100,
221504 -         ref DRP 1 0055), it is 13 times slower running Supersort than
221505 -         a 650 MHz Toshiba Tecra notebook computer, reported on 010202.
221506 -         ref SDS 2 QL5K  Microsoft was notified on 010207. ref SDS 8
221507 -         4F8J
221508 -
221509 -            [On 010212 feedback from Supersort vendor. ref SDS 11 PX7L
221510 -
221511 -            [On 010214 notified Microsoft to address pending issues.
221512 -            ref SDS 12 DD5F
221513 -
221514 -            [On 010301 OTS seems to solve problem. ref SDS 15 M45I
221515 -
221516 -            [On 010313 Microsoft notified of solution. ref SDS 17 0001
221517 -
221518 -
221519 -
221520 -
221521 -
221522 -
221523 -
221524 -
221525 -
221526 -