CONTACTS 
0201 - Dell Computer Corporation                                                                                                                                          O-00000056 0614
020101 - Mr. Franlin Farmer                                                                                                                                               O-00000056 0614
020102 - Customer Representative
020104 - Technical Support Department
020105 - Resolution Expert Center                                                                                                                                         O-00000056 0614

SUBJECTS
Video Controller Device Driver Failing Silocon Image Model Sil 1364A
Silocon Image Video Controller Device Driver Software Received from
Case Number 87313192 Video Controller Device Driver Failing Silocon

0905 -
0905 -    ..
0906 - Summary/Objective
0907 -
090701 - Follow up ref SDS 6 0000. ref SDS 4 0000.
090702 -
090703 - Downloaded and installed video driver submitted in Frank's letter.
090704 - Got a message that an internal software error occurred, causing setup
090705 - to exit before completion. ref SDS 0 OS54  The Device manager showed a
090706 - more current version of the Intel Chipset, but that the device is
090707 - disabled; system seems to be running on native XP video driver with
090708 - very poor performance. ref SDS 0 6G78  Called Dell on case number
090709 - 87313192.  Dewayne, and to his boss Jeromy gave instructions to remove
090710 - both video drivers and install ATI drivers.  Followed Dell guidance to
090711 - download software from ATI.  Installation failed again, resulting in a
090712 - new category in the Device Manager for "Other devices" that lists
090713 - "Video Controller" identified with a yellow mark.
090715 -  ..
090716 - Submitted letter to Frank explaining work to install driver, and
090717 - request follow up support. ref SDS 0 1D3O
090718 -
090719 -          [On 041222 Frank submitted new instructions; installation of
090720 -          Intel chipset utilities were successful, however, the video
090721 -          drivers failed to install again. ref SDS 9 K463
090722 -
090723 -
090724 -
090725 -
090727 -  ..
0908 -
0909 -
0910 - Progress
0911 -
091101 - Video Driver Recommeneded by Dell Installation Failed
091102 - Case Number 87313192 Video Controller Device Driver Failing Silocon
091103 -
091104 - Now that access to the Internet has been restored, reported in another
091105 - record today, ref SDS 7 0001, was able to receive Frank's letter,
091106 - which he reported a few days ago on 041215. ref SDS 6 GY5N
091108 -  ..
091109 - Received ref DRT 1 0001 dated 041215 from Frank and saying...
091110 -
091111 -        Subject: Driver
091112 -        Date: Wed, 15 Dec 2004 10:36:47 -0600
091113 -        From:
091114 -        To:
091115 -
091117 -               ..
091118 -              http://support.dell.copport/downloads/type.aspx?c=us&cs=04&l=en&s=
091120 -  ..
091121 - Frank does not provide any instructions on what to expect nor what to
091122 - action to take, indicating this will be self-explanatory.
091123 -
091124 -         [...below, submitted response to Frank. ref SDS 0 1D3O
091126 -  ..
091127 - Opened location at...
091128 -
091129 -    Dell USA Small Business
091130 -    Dell Recommends Mircosoft Widows XP Professional
091131 -
091132 -    Downloads
091134 -     ..
091135 -    Device:    Intel 915G Graphics Controller
091137 -     ..
091138 -    Category:  Video Drivers
091140 -     ..
091141 -    Driver:
091142 -
091143 -        Intel 915G Graphics Controller, v 6.14.10.2889,A01
091144 -        Release Date:  041124
091145 -        Production Version:  14.7
091146 -        Dell Version:  A01
091147 -        Intel Build 6.14.10.3889
091149 -     ..
091150 -    Selecting a Download Type
091152 -  ..
091153 - Took a chance and clicked this field...
091154 -
091155 -    Selecting a Download Type
091156 -
091157 - ...this action opened a big file of explanations, nothing evident on
091158 - downloading a file.
091160 -  ..
091161 - Another section shows...
091162 -
091163 -    Additional Features
091165 -  ..
091166 - A choice in this section says...
091167 -
091168 -    FTP
091170 -  ..
091171 - Clicked this field which opened a long list of directories; nothing
091172 - evident on downloading a file.
091174 -  ..
091175 - The description of the driver is highlighted, so clicked this field...
091176 -
091177 -        Intel 915G Graphics Controller, v 6.14.10.2889,A01
091179 -  ..
091180 - This opened another Internet location...
091181 -
091182 -              http://support.dell.com/support/downloads/format.aspx?c=us&cs=04&l=en&s=bsd&SystemID=PLX_GX280&os=WW1&osl=en&devi       seid=R86247
091184 -  ..
091185 - There is similar information.
091187 -  ..
091188 - There is a filename highlighted...
091189 -
091190 -    File Name      File Size
091191 -
091192 -    1432KA01.EXE      5 MB
091193 -
091194 -                  [On 041222 letter from Frank identifies updated
091195 -                  device driver; seems to this same file. ref SDS 9
091196 -                  548J
091198 -     ..
091199 -    Description...
091201 -     ..
091202 -    This file contains a compressed (or zipped) set of files. Download
091203 -    the file to a folder on your hard drive, and then run
091204 -    (double-click) it to unzip the set of files. Follow the
091205 -    instructions to complete the installation.
091207 -  ..
091208 - Clicked on the filename, and this opened yet another Internet
091209 - location...
091210 -
091211 -              http://support.dell.com/support/downloads/download.aspx?c=us&cs=04&l=en&s=bsd&releaseid=R86247&SystemID=PLX_GX280&cate      7898&devlib=6&fileid=112937
091213 -  ..
091214 - Testing shows this location can be opened directly.
091216 -  ..
091217 - There is repetitive information identifying the filename.
091218 -
091219 -    1432KA01.EXE      5 MB
091221 -  ..
091222 - Criticality says...
091223 -
091224 -    Dell recommends applying this update during your next scheduled
091225 -    update cycle. The update contains feature enhancements or changes
091226 -    that will help keep your system software current and compatible
091227 -    with other system modules (firmware, BIOS, drivers and oftware).
091229 -     ..
091230 -    Another field says...
091232 -     ..
091233 -    Download and Install
091235 -     ..
091236 -    Download Now Using HTTP
091238 -     ..
091239 -    Download Now Using FTP
091241 -     ..
091242 -    Tried...
091244 -     ..
091245 -    Download Now Using HTTP
091246 -
091247 -    ...there is an Export Compliance Disclaimer, which requires
091248 -    agreement...
091250 -     ..
091251 -    Export Compliance Disclaimer
091253 -     ..
091254 -    By clicking I agree, you are acknowledging that you are responsible
091255 -    for complying with all trade regulations and laws both foreign and
091256 -    domestic and agreeing that you will not use or otherwise export or
091257 -    reexport, directly or indirectly, this Technology or underlying
091258 -    information or technology except as authorized by United States law
091259 -    and the laws of the jurisdiction in which the Technology was
091260 -    obtained. In particular, but without limitation, the Technology may
091261 -    not be exported or reexported, directly or indirectly, (i) into (or
091262 -    to a national or resident of) any U.S. embargoed country, including
091263 -    without limitation Afghanistan, Cuba, Iran, Iraq, Libya, North
091264 -    Korea, Sudan or Syria or (ii) to anyone on the U.S.  Treasury
091265 -    Department's list of Specially Designated Nationals or the U.S.
091266 -    Department of Commerce's Table of Denial Orders or (iii) for any
091267 -    end-use that is prohibited by United States law and the laws of the
091268 -    jurisdiction in which the Technology was obtained. By downloading
091269 -    and/or using the Technology, you represent and warrant that you are
091270 -    not located in, under control of, or a national or resident of any
091271 -    such country or on any such list and that no U.S. federal agency
091272 -    has suspended, revoked, or denied your export privileges.  In
091273 -    addition, you affirm that you understand that any Technology of any
091274 -    level could be subject to export controls under United States law
091275 -    and the laws of the jurisdiction in which the Technology was
091276 -    obtained and that you may not be able to export or re-export the
091277 -    Technology without prior clearance from such relevant governmental
091278 -    agencies
091280 -     ..
091281 -    After clicking "I agree," the file was downloaded to c14...
091283 -     ..
091284 -    c:\13\1432kas1.exe
091285 -
091287 -  ..
091288 - Got same results from clicking on FTP. ref SDS 0 GY8K
091290 -  ..
091291 - Instructions say...
091292 -
091293 -    Hard Drive Installation (via WinZip) with HTML Pop-Up Window for
091294 -    1432KA01.EXE
091295 -
091296 -    Download
091297 -
091298 -    1.  Click Download Now, to download the file.
091300 -         ..
091301 -    2.  At the Export Compliance Disclaimer window, click Yes, I
091302 -        Accept this Agreement.
091304 -         ..
091305 -    3.  When the File Download window appears, click Save this program
091306 -        to disk (Windows XP users, click Save) and click OK. The Save
091307 -        In: window appears.
091309 -         ..
091310 -    4.  From the Save In: field, click the down arrow then click to
091311 -        select Desktop and click Save. The file will download to your
091312 -        desktop.
091314 -         ..
091315 -    5.  If the Download Complete window appears, click Close.  The
091316 -        file name icon appears on your desktop.
091318 -     ..
091319 -    Install
091320 -
091321 -    1.  Double-click the new icon on the desktop labeled
091322 -        1432KA01.EXE. The Self-Extractor window appears.
091324 -         ..
091325 -    2.  Click OK or Continue. The Self-Extracting Driver Installation
091326 -        window appears and prompts to extract files to
091327 -
091328 -            C:\DELL\DRIVERS\R86247.
091330 -         ..
091331 -    3.  Leave all of the default settings and click Unzip or OK.  If
091332 -        the directory doesn't exist, you'll be prompted to create one.
091333 -        Click Yes. A Self Extractor window appears and indicates
091334 -
091335 -            C:\DELL\DRIVERS\R86247 files were extracted.
091337 -         ..
091338 -    4.  Click OK.
091339 -
091340 -        Follow the on-screen installation instructions in the window.
091342 -  ..
091343 - Followed above instructions, except put the driver with other Dell
091344 - drivers on i drive with other system configuration files, including
091345 - the operating system.
091347 -     ..
091348 -    HTML Pop-Up With Install Now Button
091349 -
091350 -    1.  The Dell Software Installation Documentation window appears.
091352 -         ..
091353 -    2.  Click the Install Now button. A File Download window appears.
091355 -         ..
091356 -    3.  Click Run this program from its current location and click OK.
091357 -        The Security Warning window appears.
091359 -         ..
091360 -    4.  Click Yes. The InstallShield Wizard window appears.
091362 -         ..
091363 -    5.  Follow the on-screen instructions.
091364 -
091366 -  ..
091367 - Ran installation.
091369 -  ..
091370 - Got a message saying...
091371 -
091372 -        An internal software error occurred.
091373 -
091374 -        Setup will exit.
091375 -
091376 -        OK
091378 -  ..
091379 - Clicked OK.
091381 -  ..
091382 - Looks like installation failed.
091383 -
091384 -          [On 041222 Frank submitted new instructions; installation of
091385 -          Intel chipset utilities were successful, however, the video
091386 -          drivers failed to install again. ref SDS 9 K463
091388 -  ..
091389 - Will try closing down everything, booting the system, and trying
091390 - again with nothing in memory.
091392 -  ..
091393 - System booted up in VGA mode 800 x 640.
091395 -  ..
091396 - Ran installation again by double clicking on....
091397 -
091398 -        c:\13\1432kas1.exe
091400 -  ..
091401 - Went through same sequence of steps.  Got same result of error
091402 - message. ref SDS 0 OS54
091404 -  ..
091405 - Installation process created a directory...
091406 -
091407 -        i:\dell\drivers\r86247
091409 -  ..
091410 - Readme.txt in this directory has instructions that indicate the
091411 - display adapter driver can be updated by pointing to the file...
091412 -
091413 -        i:\dell\drivers\r86247\iahmnt5.inf
091415 -  ..
091416 - Tried this and got message that installation failed.
091418 -  ..
091419 - Device Manager now shows...
091420 -
091421 -    Display adapters...
091422 -
091423 -        •  Intel 82915G Express Chipset Family
091424 -        •  Intel 82915G/GV/910GL Express Chipset Family
091425 -
091426 - ...which is different from the listing following succesful
091427 - installation of the operating system on 041213, ref SDS 4 VX4L, and
091428 - previously on 041118. ref SDS 2 NV6N
091430 -  ..
091431 - The monitor is currently connected to 2nd display adapter.
091433 -  ..
091434 - Right click on the 2nd adapter shows...
091435 -
091436 -    This device is disabled (Code 22)
091437 -
091438 -    Click Enable Device to enable this device.
091440 -  ..
091441 - System video configuration and performance seem to be degraded by
091442 - installing the new driver received from Dell.
091444 -  ..
091445 - As a result, c14 now has no Dell video drivers operating.
091447 -  ..
091448 - We are running a generic Windows XP video driver with poor
091449 - performance, reported by Tim at Dell on 041213. ref SDS 4 KO4J
091450 -
091451 -
091452 -
091454 -  ..
0915 -
0916 -
0917 - 2027
0918 -
091801 - Called Dell
091802 -
091803 - They want a service tag in the record on 041116. ref SDS 1 517Y
091805 -  ..
091806 - Talked to Mo.
091808 -  ..
091809 - Gave a number...
091810 -
091811 -                    800 456 3355 Ext 68185
091813 -  ..
091814 - Talked to Donna 76193
091815 -
091816 -
091817 -                    877 575 7437 ext. 2
091819 -  ..
091820 - Talked to Jake.
091822 -  ..
091823 - Case Number:  87313192
091824 -
091826 -  ..
091827 - Talked to Dewayne.
091829 -  ..
091830 - Gave service tag again.
091832 -  ..
091833 - Dewayne feels the record of problems on this computer requires support
091834 - by a supervisor.  He transferred the call.
091836 -  ..
091837 - Talked Jeremy.
091839 -  ..
091840 - Jeremy said he is very busy, and asked about the scope of the
091841 - problem.
091843 -  ..
091844 - Explained background on getting a device driver for the Silocon Image
091845 - video controller received from Dell with c14 on 041116, ref SDS 1
091846 - O54Y, and installing an updated driver from Frank this evening, per
091847 - above. ref SDS 0 IX6M
091849 -  ..
091850 - Jeremy interjected, and advised there isn't enough time for review.
091851 - He said the Silocon Image video controller uses ATI drivers, and gave
091852 - instructions to open a location on the Internet...
091853 -
091854 -            http://www.ati.com
091856 -  ..
091857 - We started to review the record where Frank tried to install ATI
091858 - drivers on 041210, and was not successful. ref SDS 3 PJ4S
091860 -  ..
091861 - Jeremy feels there is not enough time to review prior work.  He
091862 - transferred the call back to Dewayne with instructions to download and
091863 - install the ATI drivers.
091865 -  ..
091866 - Dewayne explained how to download the file.  Stored the video driver
091867 - setup files on c14 in....
091868 -
091869 -    G:\00\Dellc14\OptiplexDrivers\ATI\wxp-w2k-catalyst-8-082-041130a-019577c
091871 -  ..
091872 - Dewayne suggested installing the new driver.
091874 -  ..
091875 - Executed the file to install ATI drivers.
091877 -  ..
091878 - Installed ATI drivers in...
091879 -
091880 -    I:\DELL\drivers\ATI\SUPPORT\wxp-w2k-catalyst-8-082-041130a-019577c
091882 -  ..
091883 - Got same response that Frank got when we talked on 041210, that there
091884 - are no ATI components for installing ATI drivers. ref SDS 3 PJ4S
091886 -  ..
091887 - Dewayne said to remove the device drivers for both display adapters
091888 - listed in the Device Manager, per above. ref SDS 0 E95I
091890 -  ..
091891 - We reviewed prior work on 041213 successfully configuring the 1st
091892 - video controller on the Intel motherboard, and there is no evident
091893 - problem with this configuration at this time.
091895 -  ..
091896 - Dewayne confirmed instruction to remove video device drivers for both
091897 - controllers.
091899 -  ..
091900 - Opened Device Manager.
091902 -  ..
091903 - Removed device drivers for both display adapters.  The system booted
091904 - booted automatically.
091906 -  ..
091907 - Device Manager now shows...
091908 -
091909 -        Display adapters...  No category
091910 -
091911 -     ?  Other Devices
091912 -
091913 -        ?  Video controller
091914 -        ?  Video controller (VGA Compatible)
091916 -  ..
091917 - We are running a generic Windows XP video driver with poor
091918 - performance, reported by Tim at Dell on 041213. ref SDS 4 KO4J
091920 -  ..
091921 - These errors are similar to what occurred on 041213 and required
091922 - formatting the hard disk and installing the operating system, along
091923 - with software a second time, ref SDS 4 HZ5M, and were cleared after
091924 - rework to install the operating system again. ref SDS 4 VX4L
091926 -  ..
091927 - Dewayne requested the model of Silocon Image video controller.
091929 -  ..
091930 - Got the model from the product specfication reported on 041116.
091931 - ref SDS 1 6P6H
091932 -
091933 -
091935 -  ..
0920 -
0921 -
0922 - 2140
0923 -
092301 - Dewayne said to hold on a minute.
092302 -
092304 -  ..
0924 -
0925 -
0926 - 2146
0927 -
092701 - Dewayne said he does not know how to configure computers with multiple
092702 - partitions.
092704 -  ..
092705 - He will send a letter to Frank asking him to complete corrections on
092706 - this matter, and will send a copy to the customer showing what was
092707 - communicated, and that action is pending by Dell.  Dewayne said we
092708 - will get a call tomorrow to complete installation.
092709 -
092710 -
092712 -  ..
0928 -
0929 -
0930 - 2229
0931 -
093101 - Did not receive the letter from Dwayne, similiar to experience working
093102 - with Tim on 041213. ref SDS 4 WM5F
093104 -  ..
093105 - Reviewed readme.txt file that installed with unsuccessful installation
093106 - of the updated...
093107 -
093108 -        Intel 915G Graphics Controller, v 6.14.10.2889,A01
093109 -
093110 - ...per above. ref SDS 0 FK3K
093112 -  ..
093113 - Readme.txt says in part...
093115 -         ..
093116 -    6.  Click on the "Have Disk..." button and then the "Browse"
093117 -        button.
093119 -         ..
093120 -    7.  Enter the directory where you unzipped the file you downloaded,
093121 -        and then enter the "Win2000" subdirectory. Highlight the
093122 -
093123 -                           "ialmnt5.INF"
093124 -
093125 -        ...file. Click on the "Open" button.
093127 -         ..
093128 -    8.  Click on the "OK" button. A window listing all of the available
093129 -        display types should open. Select the display adapter that your
093130 -        system contains and then click on the "Next" button.
093132 -         ..
093133 -    9.  The operating system will install the driver. Click on the
093134 -        "Finish" button when done.
093136 -  ..
093137 - There is a file on the disk...
093138 -
093139 -            i:\dell\drivers\r86247\ialmnt5.inf
093141 -  ..
093142 - Following the above instructions, and selecting this file to update
093143 - the driver listed in the Device Manager for display adapters produced
093144 - an error, which aligns with the initial report that initial setup of
093145 - the driver downloaded from Dell failed, per above. ref SDS 0 TP7P
093147 -  ..
093148 - Submitted ref DIT 1 0001 to Frank reporting difficulties installing
093149 - new driver, and requesting follow up corrections.
093150 -
093151 -    1.  Thanks for your letter today, December 17, ref SDS 0 PA6L,
093152 -        submitting a link to a Dell web page with instructions on
093153 -        installing a device driver for our Dell Optiplex GX280.
093154 -        ref DIT 1 0001
093156 -         ..
093157 -    2.  Installation was not successful. ref SDS 0 OS5G
093158 -
093159 -            [On 041220 called Frank to follow up. ref SDS 8 PA6L
093161 -         ..
093162 -    3.  I called Dell.  The support staff gave instructions to download
093163 -        and install an ATI driver, ref SDS 0 PE7F and, this failed,
093164 -        similar to experience on December 13. ref DIT 1 KT6I
093166 -         ..
093167 -    4.  Staff then recommended removing the display adapter device
093168 -        drivers, ref SDS 0 LP59, which were installed successfully on
093169 -        December 13.  Dell, also, requested the model number of the
093170 -        video card.  After researching this matter, the staff decided
093171 -        not to proceed, but to write a letter to you requesting follow
093172 -        up, so this letter confirms understandings... ref DIT 1 8E7H
093174 -         ..
093175 -    5.  Please call when time permits.  The basic problem may be that
093176 -        the updated driver referenced in your letter on December 15
093177 -        evidently does not install correctly. ref DIT 1 8E8F
093178 -
093179 -            [On 041222 Frank submitted new instructions; installation
093180 -            of Intel chipset utilities were successful, however, the
093181 -            video drivers failed to install again. ref SDS 9 K463
093183 -         ..
093184 -    6.  Post Script
093185 -
093186 -        Could not get an email address to confirm understandings with
093187 -        Dell staff who worked the problem today, on 041217.  By copy
093188 -        notifying Sevy that her work on 041213 was successful,
093189 -        ref SDS 4 WT4H, and am pleased to commend her initiative,
093190 -        persistance, and professionalism. ref DIT 1 X79K
093191 -
093192 -
093193 -
093194 -
093196 -  ..
093197 - Scheduled follow up for Monday, 041210.
093199 -  ..
093200 - Added to lessons learned on 041215.
093201 -
093202 -
093203 -
093204 -
093205 -
093206 -
093207 -
093208 -
093209 -
0933 -