CONTACTS 

SUBJECTS
SDS on Web Illustrates Usefulness of SDS, Com Metrics, 000716
Registry Restoring Prior Good Registry
Proof of Concept, 000426
Customer Reports SDS Helpful
Problems Solved Fixing W98 Registry, Marie Frankel
SDS DKR Solves Problems W98 Example
Toshiba Teccra Problem Running Windows 2000 SDS Suggests Solution Ide
Customer Perceived Value
Knowledge Space Saves Time Money Accurate Competence Augment Intellig
Knowledge Repository Who What When Where Why How; 901011
Knowledge Repository Organizational Memory Capture Experience Defines

2213 -    ..
2214 - Summary/Objective
2215 -
221501 - Follow up ref SDS 7 0000, ref SDS 6 0000.
221502 -
221503 - David Tong requests ideas to solve problem using IE on a Toshiba Tecra
221504 - 8100 with w2k.  He saw a letter on the Internet that discusses w2k
221505 - issues on a similar computer.  Do not have direct solution.
221506 -
221507 -      This letter supplements the record on 010114 reporting SDS
221508 -      provided a complete solution that saved time and money.
221509 -      ref SDS 7 0001
221510 -
221511 - Submitted email linked to this record with ideas that have solved some
221512 - problems in the past. ref SDS 0 IA4O
221513 -
221514 -      [On 010517 another person requested similar help. ref SDS 11 627I
221515 -
221516 - The actual subject of the letter David encountered and referenced in
221517 - his request for help, was under the subject of Microsoft, and the
221518 - quality and cost of their help.  It had little to do with the Tecra
221519 - 8100, which is the real subject David seeks help to address.
221520 -
221521 -      For us the subject of David's letter is "SDS record on Internet
221522 -      helps people solve problems, provides useful knowledge
221523 -      repository," supports continual learning," "didactic agent,"
221524 -      "finds customers for SDS," all per above. ref SDS 0 0001
221525 -
221526 -      The record further illustrates the challenge of effective
221527 -      subject management, and need for professional attention with SDS
221528 -      tools to perform the work.
221529 -
221530 -      Professional attention is essential for segmenting the record
221531 -      into logically related chunks that can be assembled later without
221532 -      commingling unrelated information in subsequent research, so that
221533 -      research is optimized by not wasting a lot of time wading through
221534 -      miles of irrelevant information.
221535 -
221536 -        [On 010517 Pat Lincoln explained goal to accomplish this SDS
221537 -        capability. ref SDS 10 4Q5I
221538 -
221539 -        [On 010517 another request for help with w2k on Toshiba Teccra.
221540 -        ref SDS 11 627I
221541 -
221542 -
221543 -
221544 -
221545 -
221546 -
221547 -
2216 -
2217 -

SUBJECTS
Online Help Website, 000518
Passport Help System, 000518
Skill Based Routing Support Unproductive
IE Crashing on Another User's Techra 8100, Not Problem on C12
OS in I: WINNT Instead of I: 00 02
IE Recovery for Crash on Toshiba Tecra 8100

3009 - Progress
3010 -
301001 -  ..
301002 - Problem with Toshiba Tecra 8100 Running IE
301003 -
301004 - Received ref DRT 1 0001 from David Tong in Leeds, England who requests
301005 - help using IE on a Tecra 8100, based on a letter to Microsoft,
301006 - ref DRT 1 0003, requesting support using w2k, ref DIP 1 0001, citing
301007 - work on 000524. ref SDS 2 0001
301008 -
301009 -      [On 010517 another inquiry on same problem. ref SDS 11 627I
301010 -
301011 - David does not provide a link to the information from welchco.com
301012 - cited in his letter, so had to spend 5 minutes or so looking it up,
301013 - and found on 000524, ref SDS 2 0001, that....
301014 -
301015 -    ...draft letter on 000524 cited in David's letter, ref DRT 1 0003,
301016 -    does not have the line....
301017 -
301018 -      Mark did a good job answering our telephone request on May 24,
301019 -      2000,
301020 -
301021 -    ...however it has the explanation of the problem with the Toshiba
301022 -    Tecra 8100 that is quoted in David's letter today.....
301023 -
301024 -      11.  Occassionally, the Toshiba Tecra 8100 stalls during the boot
301025 -           sequence, and has to be powered down, then started again.
301026 -           This may be a Toshiba issue, but Microsoft should comment.
301027 -           ref DIP 1 4O6I
301028 -
301029 - The final version of the draft, which was issued to Microsoft on
301030 - 000601, ref SDS 3 0001, includes both lines quoted in David's letter,
301031 - ref DRT 1 0003, today....
301032 -
301033 -      Mark did a good job answering our telephone request on May 24,
301034 -      2000. ref DIP 2 0001
301035 -
301036 -      11.  Occassionally, the Toshiba Tecra 8100 stalls during the boot
301037 -           sequence, and has to be powered down, then started again.
301038 -           This may be a Toshiba issue, but Microsoft should comment.
301039 -           ref DIP 2 XQ3K
301040 -
301041 -           This problem was formulated in the record on 000524.
301042 -
301043 -
301044 - This record indicates that David looked at both the draft on 000524,
301045 - and the final version issued on 000601, and he relied on the 000601
301046 - version, but gave it the date of 000524, or something confusing like
301047 - that, but which does not do a lot of damage to addressing his inquiry.
301048 -
301049 -    To avoid confusion in the future, deleted the draft version from
301050 -    the web. ref DIP 1 0001
301051 -
301052 -
301053 -  ..
301054 - David further reports.....
301055 -
301056 -     ....I noticed.... that you have experience with a [Toshiba] Tecra
301057 -     8100 running W2000.
301058 -
301059 -     I have been using [a Toshiba Techra 8100] since December and it
301060 -     has [been] ...freezing while I'm using Interent Explorer to search
301061 -     websites.  The only sign of trouble is that the cursor stops
301062 -     moving. However it then takes a hard reset to get it going again
301063 -     so, I lose anything else that was open. Can't be certain but I
301064 -     feel it happens when the cursor is actually being moved.  It has
301065 -     never happened off-line. ref DRT 1 3O5M
301066 -
301067 -     ....I wonder if you might be able to cast any light on this
301068 -     behaviour, or point me at a source of information.  Both Toshiba
301069 -     and Microsoft seem impenetrable. ref DRT 1 YQ7F
301070 -
301071 -     ....my machine has not yet stalled during the boot-up sequence.
301072 -     ref DRT 1 OR7J
301073 -
301074 -          This problem was corrected on c12 by updating the BIOs, per
301075 -          below. ref SDS 0 MF6L
301076 -
301077 -     Apart from the freezing problem, it is very much more stable than
301078 -     the Tecra 780DVD with W95.  That seems to crash at least once a
301079 -     day. Hence the plan to upgrade to W2000. ref DRT 1 NR7L
301080 -
301081 -
301082 - System Information on David's Toshiba Tecra 8100
301083 -
301084 -     New Toshiba Tecra 8100 with preloaded Windows 2000 Professional.
301085 -
301086 -     Statement of Problem
301087 -
301088 -     When browsing the Internet on-line using IE5, the cursor, display,
301089 -     and keyboard suddenly freeze up.   Ctrl/alt/del fails to work.
301090 -     The only way out is a hard reset, followed by an automatic disk
301091 -     check and reboot.
301092 -
301093 -     Events happen at intervals of from 5 to 30 minutes.  The crash
301094 -     tends to wipe IE5's stored History for the whole day.  It happens
301095 -     even with only IE5 running.
301096 -
301097 -     One time I left the computer switched on in its frozen state for
301098 -     70 minutes. When I returned the computer had switched itself off.
301099 -     It started up when I pressed the on switch and performed a disk
301100 -     repair and then a normal boot up.
301101 -
301102 -
301103 -     Hardware details:
301104 -
301105 -     Model no: PT810E-49CF7-EN.  P111800/128/20/14T/DVM
301106 -
301107 -         Model for C12:  Part #PT810U-13CF3
301108 -
301109 -         Not sure if slight difference in part number is significant.
301110 -
301111 -
301112 -     Serial no. Y0060911G ST810-4.
301113 -
301114 -
301115 -     Pre-installed software details:
301116 -
301117 -     IE5 version 5.00.3103.1000
301118 -
301119 -        IE version is a little different, per below. ref SDS 0 3G4J
301120 -
301121 -     W2000 version 5.00.2195
301122 -
301123 -
301124 -
301125 -     Other installed software:
301126 -
301127 -     Word 2000(small business edition)
301128 -     Sibelius music software (version 1.4)
301129 -     Adobe Photo de Luxe (home edition)
301130 -     Piccolo (version 1.2)
301131 -
301132 -
301133 -     Product purchase history
301134 -
301135 -     Computer purchased from Action on 19.12.00
301136 -
301137 -
301138 - Differences Between c12 and David's Toshiba Tecra 8100
301139 -
301140 - Our Toshiba Tecra 8100, c12, came with w98 installed.
301141 -
301142 - We partitioned and formatted the drive, wiped out all the factory
301143 - stuff, and installed w2k on the i: drive so it is isolated from
301144 - everything else. Procedures reported on 000518. ref SDS 1 9870
301145 -
301146 - We rarely use c12, our Toshiba Tecra 8100, for browsing the web.  This
301147 - activity is done on a desktop, and we usually use Netscape 4.7.  We
301148 - only use IE for browsing records on the web that are duplicated on our
301149 - local machine.  Minimal experience using IE browsing the web, for
301150 - example in updating Microsoft software, has not revealed the problems
301151 - David reports.
301152 -
301153 -    Best guess:  this is a BIOS, driver, or IE installation issue.
301154 -
301155 - Today, investigated David's issue by connecting c13 to a phone and
301156 - used the dial up connection.  Opened IE and used it for about 45
301157 - minutes.
301158 -
301159 - Made same connection with c11 desktop, and used ID.
301160 -
301161 - No problem in either case.
301162 -
301163 -  ..
301164 - We are running on both systems....
301165 -
301166 -         IE version 5.00.2920.0000
301167 -         Cipher Strength:  56-bit (Update Information)
301168 -         Product ID:  51873-OEM-0000601-53497
301169 -         Update Version:  ;q262509
301170 -
301171 -         W2K version 5.0 (Build 2195)
301172 -         256 MB RAM
301173 -
301174 -     Note:  A lot of RAM makes w2k run better.
301175 -
301176 -
3012 -
3013 -

SUBJECTS
IE Crashing on Another User's Techra 8100, Not Problem on C12
IE Recovery for Crash on Toshiba Tecra 8100

3205 -
320501 -  ..
320502 - Solution Ideas for Improving IE Performance on Tecra 8100
320503 -
320504 - David submits a good record for reviewing the problem.  It helps to
320505 - get a link to an SDS record, but in this case he found a letter,
320506 - rather than an actual SDS record.
320507 -
320508 - There is no history on our Toshiba Tecra 8100, computer c12, of IE
320509 - performing incorrectly.
320510 -
320511 -      [On 010517 another inquiry on similar problem. ref SDS 11 627I
320512 - ..
320513 - David has probably already tried these ideas, but immediate
320514 - solutions are.....
320515 -
320516 -  1.  Update BIOS from Toshiba that may be more compatible with w2k.
320517 -      This should have been done at the factory when w2k was installed,
320518 -      but maybe not. see record on 000615. ref SDS 5 0845
320519 -
320520 -  2.  Update video drivers, this seems to cause a lot of problems that
320521 -      appear unrelated to video, but turn out to be caused by out of
320522 -      date video drivers, reported on 000603. ref SDS 4 0001
320523 -
320524 -  3.  Remove IE and install it again, using add/remove programs in the
320525 -      Control Panel.
320526 -
320527 -  4.  Update w2k which will update IE, using the Windows Update option
320528 -      at the top of the Start menu.
320529 -
320530 -          On 000518 w2k was updated on c12. ref SDS 1 7224
320531 -
320532 -          This provides fixes for various issues, which may, or may
320533 -          not, address David's current problem.
320534 -
320535 -  5.  Obtain Updated Drivers for w2k from Toshiba.  This should not be
320536 -      necessary, since w2k came installed from the vendor, but they may
320537 -      have made a mistake. see on 000518, ref SDS 1 JD3N
320538 -
320539 -  6.  Format the drive and install w2k along with IE again, then
320540 -      update to current service pack from Microsoft web.
320541 -
320542 -      This is a big job if everything is on a single drive.
320543 -
320544 -      If the drive is partitioned, so the operating system is on a
320545 -      drive isolated from everything else, for example w2k is on the i:
320546 -      drive on c12, this makes it easier to remove and install w2k,
320547 -      which installs IE again.
320548 -
320549 -      The recent record on 010202 setting up c13 with w2k may be of
320550 -      some help. ref SDS 8 GE7H
320551 -
320552 -  7.  Call Microsoft and pay $300 for help, which is an improper
320553 -      charge, but at the moment cannot be avoided, as reported recently
320554 -      on 010207. ref SDS 9 B46N
320555 -
320556 -      Your issue might be something they have encountered, and can
320557 -      offer a direct, simple solution.
320558 -
320559 -      Be prpeared for Microsoft to note you have an OEM version of w2k,
320560 -      and they want you to install a clean version of the full "retail"
320561 -      version, blah, blah, blah... ref SDS 9 M17F
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320575 -