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
Service Dispatch #053137913 Transaction Account Replace DVI (Digital
Upgrade Video Controller 128 MB Frank Reports Service Has Been Modif
Device Driver Installed Correct Order Intel 915G Motherboard Chipset
Video Controller Device Driver Failing Silocon Image Model Sil 1364A
Silocon Image Video Controller Device Driver Software Received from
Device Driver Upgraded Intel 915G Motherboard Chipset Utililities In
Case Number 87313192 Video Controller Device Driver Failing Silocon

2909 -
2909 -    ..
2910 - Summary/Objective
2911 -
291101 - Follow up ref SDS 18 0000. ref SDS 17 0000.
291102 -
291103 - Received a letter from Frank this morning that recommends reinstalling
291104 - the operating system. ref SDS 0 WP6L  Called and advised Frank that
291105 - Dell scheduled another service visit for today. ref SDS 0 U59I  Jonn
291106 - called later in the afternoon and cancelled the service schedule
291107 - yesterday for today, because Dell shipped a Silocon Image video
291108 - controller, rather than the fitting needed to install the ATI video
291109 - controller. ref SDS 0 IB4M  Jonn requested that the customer
291110 - coordinate with Dell on follow up. ref SDS 0 SS30  Called and left
291111 - voice message for Frank, and sent a letter to confirm understandings.
291112 - ref SDS 0 7M5F
291113 -
291114 -
291115 -
291116 -
291117 -
291118 -
291120 -  ..
2912 -
2913 -
2914 - Progress
2915 -
291501 - Received ref DRT 1 0001 from Frank responding to the letter to Dell,
291502 - ref DIP 13 0001, on the work last Friday on 050114. ref SDS 18 0001
291504 -  ..
291505 - Frank says today...
291506 -
291507 -        Ok, at tjis point in time the issue is 100% software.  We have
291508 -        replaced the hardware and it is still a no go.  In order to
291509 -        resolve the issue a full format and re-install will have to be
291510 -        done.  I have some CD's that can make this process extremely
291511 -        easy but you will need to back up any data that you would not
291512 -        want to lose.  I can send out System Restore CD's which will
291513 -        restore the computer back to its originally factory condition
291514 -        with the Operating System, Drivers and applications that were
291515 -        originally installed on it.  It will wipe your data clean.  Let
291516 -        me know what you would like to do.
291518 -  ..
291519 - Frank's analysis today that problem is 100% software aligns with the
291520 - letter to Dell on 041217 advising that files to install device drivers
291521 - seem to be defective. ref SDS 10 F14V
291523 -  ..
291524 - Called and left a voice message for Frank advising that his letter has
291525 - been received, and further noting that the operating system was
291526 - installed on 041213 to implement guidance from Frank's colleague,
291527 - Sevy, ref SDS 6 IQ43, in order to solve the video problem, along the
291528 - lines that Frank proposes today.  The record shows this work was
291529 - successful in clearing errors in the Device Manager, however, the
291530 - device is disabled, indicating that the DVI video controller is not
291531 - being used. ref SDS 6 VX4L
291532 -
291533 -     [On 050120 Frank called and confirmed he feels there is a software
291534 -     defect. ref SDS 20 2O7G
291535 -
291536 -
291538 -  ..
2916 -
2917 -
2918 - 1339
2919 -
291901 - Dell Technician Cancels Service Visit to Complete Install DVI
291902 -
291903 - Follow up ref SDS 18 T14A, ref SDS 16 KR8M.
291904 -
291905 - Received a call from Jonn, Unisys service technician...
291906 -
291911 -  ..
291912 - Jonn advised the work plan for today cannot be carried out because he
291913 - received the wrong part from Dell.
291915 -  ..
291916 - Dell shipped another Silocon Image video controller rather than the
291917 - fitting needed for installing ATI video controller, which was missing
291918 - from the shipment received from Dell on 041214, and reported in the
291919 - record at that time. ref SDS 18 UW7M
291921 -  ..
291922 - Jonn asked me to call Dell and coordinate on next steps.
291924 -  ..
291925 - I agreed to do this.
291927 -  ..
291928 - I asked Jonn if he noticed anything in the configuration of c14 while
291929 - performing work this past Friday, that might offer a clue about the
291930 - cause of the problem, or otherwise suggest a software problem related
291931 - to the OS?  Jonn recalled using the computer to review the record for
291932 - background, and then to confgure the device driver after he changed
291933 - out the viceo controller.  Nothing was evident that accounts for
291934 - failure of the device driver to install.
291936 -  ..
291937 - I asked Jonn about submitting an email confirming verbal notice of a
291938 - mistake in the hardware received from Dell today.  I can then forward
291939 - the notice to avoid any mistakes in conveying Unisys' findings to
291940 - Dell.  This eliminates having to interpret what someone says, which
291941 - tends to morph with repetitions.
291943 -  ..
291944 - Jonn explained that Unisys management requires technicians to work by
291945 - conversation, rather than write things down.  He offered to wait until
291946 - the end of the day and send a letter after he gets home using his
291947 - personal computer.  Jonn recommends expediting by calling Frank to
291948 - request a conference call, since this matter has been pending since
291949 - 041118.  He pointed out that since the operating system has already
291950 - been installed, normally the next step is to replace the motherboard.
291952 -  ..
291953 - We decided that prior to taking that step, Frank should consider
291954 - completing the prior plan to test the ATI video controller by ordering
291955 - the fitting needed to make the installation, which was missing last
291956 - Friday.
291957 -
291959 -  ..
2920 -
2921 -
2922 - 1457
2923 -
292301 - Called and left a voice message for Frank on new events.
292303 -  ..
292304 - Submitted ref DIT 1 0001 via email to Frank, and linked to this
292305 - record, confirming these understandings on pending work plan shown
292306 - below. ref SDS 0 OZ33
292308 -  ..
292309 - The letter says to Frank....
292310 -
292311 -    1.  This confirms voice mail earlier today, ref DIT 1 0001,
292312 -        responding to your letter, also received today, ref SDS 0 WP6L,
292313 -        and noting that the OS was previously installed last month on
292314 -        December 13, 2004 to implement instructions from Dell to solve
292315 -        the video configuration issue. ref SDS 6 IQ43
292317 -         ..
292318 -    2.  A few minutes ago, received a call from the Unisys technician,
292319 -        who was scheduled to visit today. ref SDS 0 IB4M  Jonn had to
292320 -        cancel because he got the wrong part from Dell, ref SDS 0 7L6I,
292321 -        and so he suggests a conference call with you, if you have time
292322 -        today or tomorrow, on next steps, as further reported in the
292323 -        record. ref DIT 1 EG6K
292325 -         ..
292326 -    3.  My initial feeling is that we should complete installing the
292327 -        ATI card that is now on site, and see if getting the correct
292328 -        fitting to connect the monitor will solve the problem after
292329 -        installing the device driver for the ATI card.  We just need
292330 -        the fitting, rather than another Silocon Image controller,
292331 -        which was delivered today.  If you send it directly to me I
292332 -        think I can try this.  If that works, the problem ends, and if
292333 -        not consideration may turn to the motherboard. ref DIT 1 EG7M
292335 -               ..
292336 -              [...below, Frank responds. ref SDS 0 7N7R
292338 -               ..
292339 -              [...below, Frank schedules service on motherboard.
292340 -              ref SDS 0 RC9K
292341 -
292343 -  ..
292344 - Work Plan for Today Complete Install ATI Video Controller with Fitting
292345 -
292346 - Per letter to Dell on 050114, ref SDS 18 HO8M, the following steps are
292347 - planned for today...
292348 -
292349 -
292350 -    1.  ATI 128 MB video controller, which Frank ordered on 050113,
292351 -        ref SDS 17 YS3M, and which is marked for identification on the
292352 -        circuit board showing...
292353 -
292354 -                   ATI Part #102A2590600
292355 -
292356 -        ...and is listed as....
292357 -
292358 -                   H3823 CRD;GRPHC;128;X300;OPGA2;FH,
292359 -
292360 -        ....in the packing slip. ref OF 14 OY5M
292362 -         ..
292363 -        Power down computer, and replace the video controller.
292365 -         ..
292366 -        Connect the cable from the monitor to the replacement 128 MB
292367 -        video card using the connection adapter identified as....
292368 -
292369 -               J4570  ADPT; GRPHC;DVI;2;STD-BRKT  11B0102  AEW0401
292370 -
292371 -        ...in the packing slip, ref OF 14 624K, and delivered today by
292372 -        Dell technician.
292374 -         ..
292375 -    2.  Device driver for ATI 128 MB video controller install using
292376 -        installation code received from Frank on 041222, ref SDS 13
292377 -        PB6W, and which is currently stored in....
292378 -
292379 -                     i: dell drivers ati
292381 -         ..
292382 -        May have to install the driver again though.
292384 -         ..
292385 -        ATI drivers from the Dell Rescources CD are stored in....
292386 -
292387 -            G:\00\Dellc14\OptiplexDrivers\ATI\wxp-w2k-catalyst-9-082-041130a-019577c.exe
292389 -         ..
292390 -        Dell lists drivers for 128 MB video controllers at....
292391 -
292392 -              http://search.dell.com/results.aspx?cat=sup&ambcat=dyd&c=us&l=en&s=bsd&cs=04&k=ATI
292394 -         ..
292395 -        ATI has a variety of sources for downloading drivers...
292396 -
292397 -        a.  Products....
292398 -
292399 -              http://ati.com/support/driver.html
292400 -
292402 -             ..
292403 -        b.  Totally Drivers....
292404 -
292405 -              http://www.totallydrivers.com/drivers/company_info.asp?id=105
292407 -             ..
292408 -        c.  System check and report on drivers needed....
292409 -
292410 -              http://www.drivershq.com/default.asp?af=clickstorm&bn=3
292412 -             ..
292413 -        d.  Driver downloads....
292414 -
292415 -              http://www.totallydrivers.com/drivers/download.asp
292416 -
292417 -
292419 -         ..
292420 -    3.  Test for resolution of performance issues on slow I/O
292421 -        responsiveness reported on 041118, ref SDS 3 MV5F,
292423 -         ..
292424 -    4.  Call Dell and report results, per Frank's letter on 050111.
292425 -        ref SDS 16 XX3Y
292427 -         ..
292428 -    5.  Return parts to Dell
292429 -
292430 -            Call DHL  800 cal ldhl
292431 -
292432 -            Schedule pickup return shipment with the way bill shown on
292433 -            the Dell shipping box.
292434 -
292435 -
292437 -  ..
2925 -
2926 -
2927 - 1558
2928 -
292801 - Dell Investigating Options for Correcting Problems with C14
292802 -
292803 - Received ref DRT 2 0001 from Frank responding to the letter earlier
292804 - today, per above. ref SDS 0 7M5F
292805 -
292806 -    1.  There is no reason to complete installing that ATI card that I
292807 -        sent you as the issue is not a hardware issue.  It is
292808 -        definitely a software issue.  The next step that has to be done
292809 -        in this process is to have a complete OS reinstall.  I will
292810 -        look further into this and let you know. I will let you know
292811 -        osmething soon.
292812 -
292813 -
292814 -
292815 -
2929 -

SUBJECTS
Dell Orders Connection Fitting for Upgrade Video Controller 128 MB F
Motherboard Service Ordered by Dell to Solve Performance Problems 05

3504 -
350501 -  ..
350502 - Motherboard Service and Install ATI Video Controller
350503 -
350504 - Received another letter, ref DRT 3 0001, from Frank complimenting his
350505 - prior letter today, per above, ref SDS 0 7N7R, and saying...
350506 -
350507 -    1.  I went ahead and issued service for the motherboard.  I also
350508 -        sent along the DVI to VGA adapter for the ATI card.  The parts
350509 -        will more than likely not ship out tonight.  Please email me
350510 -        after the service.
350512 -  ..
350513 - This accomplishes planning submitted earlier today. ref SDS 0 VM3W
350514 -
350515 -          [On 050119 service was performed; work was not successful,
350516 -          and Dell was notified, per Frank's request. ref SDS 19 9I6N
350518 -  ..
350519 - Submitted ref DIT 2 0001 letter to Frank responding to his two (2)
350520 - letters yesterday, and saying...
350521 -
350522 -    1.  This confirms understandings from your two (2) letters received
350523 -        this afternoon, ref SDS 0 7N7R, that respond to notice from
350524 -        Unisys that switching the video controller failed, and that the
350525 -        OS was previously re-installed, and so, as a result, you have
350526 -        ordered service on the motherboard, ref SDS 0 RC9K, and further
350527 -        that parts ordered for this service includes the fitting to
350528 -        install the ATI video card by connecting to the monitor cable.
350529 -        ref DIT 2 0001
350531 -         ..
350532 -    2.  By copy notifying Jonn at Unisys to facilitate inventory on
350533 -        parts received from Dell.
350534 -
350535 -
350536 -
350537 -
350538 -
350539 -
350540 -
350541 -
350542 -
350543 -
350544 -
350545 -
350546 -
350547 -
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350551 -
350552 -
3506 -