CONTACTS 

SUBJECTS
Windows XP Failed Operating System OS Registry C14 Would Not Complet
Repair Windows XP Operating System Failed Windows XP OS Registry C14
Performance Slow Scrolling Files in SDS
Repair Windows XP Operating System Failed Windows XP OS Registry C14

0806 -
0806 -    ..
0807 - Summary/Objective
0808 -
080801 - Follow up ref SDS 3 0000, ref SDS 2 0000.
080802 -
080803 - Made three changes to the registry for improving performance of
080804 - memory, including opening menus.  The system failed to boot after
080805 - making these changes.  Dell technical support supervisor, Frank,
080806 - explained how to use the OEM Windows XP installation CD to "Repair"
080807 - the OS, rather than install everything.  This saved a lot of time.
080808 - There was a report of missing device drivers for Intel graphics, which
080809 - were cleared by taking no action during the OS "Repair" process.
080810 - After installation there were two video controllers shown, and the 2nd
080811 - showed an error, which required correction. ref SDS 0 WM5F  Tried to
080812 - install an AIT video driver on the Dell Resources CD, and this failed
080813 - following Dell instructions.  Frank will research the problem and
080814 - notify of a solution. ref SDS 0 PK66
080815 -
080816 -     [On 041211 c14 failed again after making no further changes to
080817 -     anything. ref SDS 4 0001
080818 -
080819 -
080820 -
080821 -
080822 -
080823 -
080824 -
080826 -  ..
0809 -
0810 -
0811 - Progress
0812 -
081201 - Windows XP Failed During Power Up Process After Changing Registry
081202 -
081203 - Made three changes to the registry today for solving performance
081204 - problems reported on 041118. ref SDS 2 EM7M
081205 -
081206 - After changing the registry, c14 was booted, and a fatal error message
081207 - occurred, saying someting about I/O problems in the registry that
081208 - could not be fixed.
081209 -
081210 -     [On 041211 c14 failed again after making no further changes to
081211 -     anything. ref SDS 4 0001
081212 -
081213 -
081215 -  ..
081216 - Dell Technical Support Said OS Had to be Reinstalled Taking 2 Days
081217 -
081218 - Follow up ref SDS 3 MH5N, ref SDS 2 1M51.
081219 -
081220 - Called Dell......           800 879 3355
081221 -
081222 - ...at the number used to support reported on 041129, ref SDS 3 MH5N,
081223 - and citing the record on 041118. ref SDS 2 1M51
081225 -  ..
081226 - Talked to Miko.
081228 -  ..
081229 - He advised the only solution to a system unit that fails to boot is to
081230 - install the operating system which would require configuring the
081231 - computer again, based on the record reported for 041118. ref SDS 2
081232 - 0001
081234 -  ..
081235 - Asked for a supervisor.
081236 -
081237 -
081239 -  ..
081240 - Safe Mode Failed to Boot Suggested by Tech Support Supervisor
081241 -
081242 - Talked to Frank.
081244 -  ..
081245 - Frank said that technical support supervisors are authorized to
081246 - provide expanded support, and that level varies depending on the
081247 - personal expertise of each supervisor.  During our call, Frank
081248 - collaborated with colleagues on certain issues on which they had more
081249 - expertise.  This was an effective way to leverage training and
081250 - knowledge assets.
081252 -  ..
081253 - Frank suggested try booting to Safe Mode.
081254 -
081255 -    Boot computer.
081256 -
081257 -    F8 press immediately after powering the system, similar to pressing
081258 -    F2 to open the BIOS, and F12 for alternate boot sequences, which
081259 -    are shown briefly in the upper right corner of the screen; however,
081260 -    F8 is not listed as a function key option.
081262 -     ..
081263 -    Safe mode select.
081265 -  ..
081266 - This failed.  Safe mode would not complete the boot cycle, and failed
081267 - to provide the Widows XP desktop, which suggests a severe OS failure.
081268 -
081269 -
081270 -
0813 -

SUBJECTS
Repair Windows XP Operating System Failed Windows XP OS Registry C14
Windows XP Failed Operating System OS Registry C14 Would Not Complet

1404 -
140501 -  ..
140502 - Igfxext exe Missing Intel Graphics Driver Reported
140503 - Repair Windows XP Installation Suggested by Tech Support Supervisor
140504 -
140505 - Frank suggested trying a Windows XP "Repair" process that is selected
140506 - after starting a process to install the operating system to overwrite
140507 - the current corrupt configuration.
140509 -  ..
140510 - Place the Windows XP OEM CD in the top CD ROM drive, and boot the
140511 - computer.
140513 -  ..
140514 - F12 pressed immediately during boot sequence to display the menu for
140515 - booting from the....
140516 -
140517 -            Hard Drive
140518 -            CD ROM Drive
140520 -  ..
140521 - Select CD ROM Drive.
140522 -
140523 -    Have to press another key immediately to confirm using the CD ROM
140524 -    drive.
140526 -  ..
140527 - Repair mode selection has an unusual procedure...
140528 -
140529 -        1.  When the CD installation operation starts up there is an
140530 -            initial screen that recognizes there is an operating
140531 -            system already installed, and so displays several choices,
140532 -
140533 -                     Repair
140534 -                     Install same location
140535 -                     Install new location
140537 -             ..
140538 -            Frank says to choose "Install" same location, rather than
140539 -            "Repair" even though the objective is to "Repair" and not
140540 -            to install a new OS over the existing OS.
140542 -             ..
140543 -        2.  After selecting "Install" a standard Agreement with
140544 -            Microsoft is displayed.  After accepting terms, there is
140545 -            another set of options that includes....
140546 -
140547 -                     Repair
140549 -             ..
140550 -            Frank said to select Repair at this stage.
140551 -
140553 -  ..
140554 - This took about an 30 minutes.                   .
140556 -  ..
140557 - During the installation process for "drivers" to repair Windows XP and
140558 - the registry, there was an error message that said...
140559 -
140560 -
140561 -            igfxext.exe............an Intel graphics driver is needed.
140563 -  ..
140564 - The message screen displays the directory....
140565 -
140566 -            i:\windows\drivers\Intel\graphics\win2000
140568 -  ..
140569 - Frank was not familiar with is driver.  He suggested selecting cancel
140570 - and allowing the installation process to complete.
140571 -
140572 -     [On 041213 made a clean installation, and this error did not
140573 -     occur. ref SDS 5 PE5L
140575 -  ..
140576 - This same error message occurred 4 times during installation.  After
140577 - the 1st time, there was about 3 minute delay, before installation
140578 - resumed.  On the remaining 3 occurrances, installation resumed upon
140579 - pressing Cancel.
140581 -  ..
140582 - After installation for "Repair" completed...
140583 -
140584 -
140585 -
1406 -

SUBJECTS
Video Controller Device Driver Failing Silocon Image Model Sil 1364A

1903 -
190401 -  ..
190402 - Video Controller Device Driver Silocon Image Model Sil 1364ADD2-N
190403 - Silocon Image Model Sil 1364ADD2-N Video Controller Device Driver
190404 - ATI Device Driver for Video Card Failed Install from Dell Resource CD
190405 -
190406 - The Device Manager shows 2 video controllers, as reported on 041118,
190407 - ref SDS 2 NV6N, however the second controller now shows...
190408 -
190409 -            Video Controller (VGA Compatible)
190410 -
190411 - ...and it has a yellow mark identifying a device does not have a
190412 - driver installed.
190414 -  ..
190415 - This partly solves the problem reported on 041129 when Linda could not
190416 - explain why the video controller listed in the customer sales order is
190417 - not listed in the Device Manager. ref SDS 3 HN5N  Now we have both
190418 - video controllers listed, but the Silocon Image Model Sil 1364ADD2-N
190419 - listed on 041116, ref SDS 1 6P6H, does not have a driver.
190420 -
190422 -         ..
190423 -        Device Driver Installed from Dell Resource CD
190424 -
190425 -        Frank explained procedures for using the Dell Resource CD to
190426 -        install a device driver for the DVI video controller,
190427 -        identified in the Dell packing list reported on 041116.
190428 -        ref SDS 1 O54Y
190429 -
190430 -        1.  Dell Resource CD place in CD ROM drive.  There are two CD
190431 -            ROM drives, use the first one.
190433 -             ..
190434 -        2.  Two ways to launch the installation operation...
190435 -
190436 -            a.  File Manager open and click the list of files on the
190437 -                CD.
190438 -
190439 -                Execute the file setup.exe
190441 -                 ..
190442 -            b.  Start
190443 -                  Programs
190444 -                    Dell Accessories
190446 -  ..
190447 - This opens...
190448 -
190449 -                OptiPlex AMF ResourceCD version A04
190451 -  ..
190452 - There are three (3) search options along the left side of the screen.
190454 -  ..
190455 - System Model is already entered showing...
190456 -
190457 -                OptiPlex GX280
190459 -  ..
190460 - Operating System is already entered...
190461 -
190462 -                Windows XP
190464 -  ..
190465 - Topic shows...
190466 -
190467 -                My System
190468 -
190470 -  ..
190471 - Frank says to changed Topic from "My System" to display...
190472 -
190473 -                Drivers
190475 -  ..
190476 - This produces a list of system drivers.
190478 -  ..
190479 - Video drives shows....
190480 -
190481 -        Intel 915G Graphics Controller Rev A00
190482 -
190483 - ...is pre-selected.
190485 -  ..
190486 - Frank assumed that the Intel 915G Express chipset driver is already
190487 - installed, because this corresponds with the specification for the
190488 - computer mother board received on 041116. ref SDS 1 QP5K
190490 -  ..
190491 - Other video driver choices include....
190492 -
190493 -        ATI 128 MB PCI-Express x 16 (Dual VGA or DVI) Radeon X300 Rev
190494 -        A00
190495 -
190496 -        ATI 64 MB PCI-Express x 16 (DVI/TV-out) Radeon X300 SE Rev.
190497 -        A00
190499 -  ..
190500 - Frank suggested installing...
190501 -
190502 -        ATI 128 MB PCI-Express x 16 (Dual VGA or DVI) Radeon X300 Rev
190503 -        A00
190505 -  ..
190506 - The first step is that the installation program unzips files, then...
190508 -  ..
190509 - Readme automatically opens.  The last section says...
190510 -
190511 -        Install the Video Driver in Windows XP/ Media Center
190512 -
190513 -        NOTE: The following instructions refer to installation of the
190514 -        driver after following the installation addendum only. If you
190515 -        downloaded the driver from the Dell Support web site, then in
190516 -        instruction 3 below type the correct path on your hard drive
190517 -        where the new driver has been downloaded.
190519 -         ..
190520 -    1.  This driver must be installed by a user with Windows
190521 -        Administrator privileges. Please consult your system
190522 -        administrator or Microsoft Windows XP User's Manual for more
190523 -        information on Administrator privileges
190525 -         ..
190526 -    2.  Start Microsoft Windows XP. Click 'Cancel' to close the
190527 -        installation wizard.
190529 -         ..
190530 -    3.  Double click on the 'setup.exe' file located within the driver
190531 -        package. If you extracted the drivers from the Dell Resource CD
190532 -        using the default directory they will be located in
190533 -
190534 -            C:\Dell\Drivers\xxxxx
190536 -         ..
190537 -        (where xxxxx is the name of the driver being unzipped)
190539 -         ..
190540 -    4.  At the 'Installation' screen, click 'Next' to begin the driver
190541 -        install procedure. Follow the installation instructions to
190542 -        install your drivers.
190544 -         ..
190545 -    5.  Click the 'Next' button to complete the driver installation.
190546 -        Your system will restart automatically.
190548 -     ..
190549 -    IMPORTANT NOTE:( Win XP users) When you select 'Install Now', you
190550 -    may be given the following four choices - Save, Open, Cancel,More
190551 -    info. You MUST select 'Open' for the installation to work.
190553 -     ..
190554 -    IMPORTANT NOTE:(Other OSes) When you select 'Install Now', you may
190555 -    be given the choice of running this program from its current
190556 -    location, or saving this program to disk. You MUST select 'run
190557 -    this program from its current location' for the installation to
190558 -    work.
190559 -
190560 -                          Install Now
190562 -  ..
190563 - With Frank's guidance, we clicked the Install field for the ATI
190564 - driver, however, none of the steps called out in the instructions
190565 - occurred.
190567 -  ..
190568 - We tried this several times, and eventually, Frank determined that the
190569 - ATI installation program on the Dell Resources CD is defective,
190570 - because the Device Manager still shows the Video Controller under
190571 - Display Adapters is installed incorrectly, a yellor mark.
190573 -  ..
190574 - Frank advised that while we were talking, he replicated the problem on
190575 - his local computer, and so is satisfied there is a problem with the
190576 - Dell installation code.
190578 -  ..
190579 - Frank will research the problem and advise of a solution.
190581 -  ..
190582 - After the system booted successfully following the Repair process,
190583 - supported by Frank, checked and found the changes made to the
190584 - registry, and reported on 041118, are still active. ref SDS 2 UL7J
190585 - This suggests that Windows XP installation Repair operation found the
190586 - changes acceptable, and so may not have been the cause of OS failure
190587 - this morning, per above. ref SDS 0 JL5N
190588 -
190589 -     [On 041213 called Dell to follow up, Tim's suprevisor to call and
190590 -     request that Frank report progress on completing this task by COB.
190591 -     ref SDS 5 P694
190593 -      ..
190594 -     [On 041213 Frank did not call; called Dell, Sevy advised that
190595 -     driver for Silocon Image controller installed  in c14 is installed
190596 -     along with cofiguring the Intel chipset drivers on the Dell
190597 -     Resources CD, but that the device drivers must be installed in a
190598 -     particular order, and since this is not disclosed in Dell
190599 -     published guidance submitted to the customer, c14 had to be
190600 -     configured again with a clean installation of the operating
190601 -     system. ref SDS 5 WT4H
190603 -      ..
190604 -     [On 041213 installed operating system with Windows XP CD,
190605 -     ref SDS 5 M164, and applied Dell Resources CD to install device
190606 -     drivers in the order submitted by Sevy, which seems to have been
190607 -     successful because the device manager reports no errors.
190608 -     ref SDS 5 VS42
190610 -      ..
190611 -     [On 041215 Frank called and submitted updated driver for Silocon
190612 -     Image video controller, which is not for an AIT controller.
190613 -     ref SDS 6 1J78
190614 -
190615 -
190616 -
190617 -
190618 -
190619 -
190620 -
190621 -
190622 -
1907 -