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1...There are now about 10 errors in the device manager, possibly
2...Tomorrow, I will try to pick up a converter fitting locally to
3...for further steps, particularly clearing the Device Manager
CONTACTS
0201 - Dell Computer Corporation O-00000056 0614
020101 - Mr. Franklin Farmer O-00000056 0614
020102 - Resolution Expert Center
020104 - Technical Support Department
020105 - Resolution Expert Center, Americas Client Services 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 Utilities In 15
Case Number 87313192 Video Controller Device Driver Failing Silocon
2909 -
2909 - ..
2910 - Summary/Objective
2911 -
291101 - Follow up ref SDS 19 0000. ref SDS 18 0000.
291102 -
291103 - Unisys called and scheduled service between 1000 - 1700; so, tried to
291104 - coordinate with Dell on the converter fitting issue. ref SDS 0 OZ33
291105 - Jonn arrived OA 1720 and installed a replacement motherboard in about
291106 - 20 minutes. ref SDS 0 N64G He used the Silocon Image controller,
291107 - because the converter fitting received from Dell did not connect to
291108 - the ATI card. ref SDS 0 9F5F Jonn installed the Intel chipset again,
291109 - and this was partially successful. ref SDS 0 RH8L Installation of the
291110 - device driver for the Silocon Image video controller failed again.
291111 - ref SDS 0 9I6M Device Manager now shows a number of errors, possibly
291112 - due to not installing device drivers in the correct sequence.
291113 - ref SDS 0 9G9H Jonn indicated that Unisys will report successful
291114 - installation of the motherboard, and will return to Dell the incorrect
291115 - converter fitting for installing the ATI video adapter. ref SDS 0 9H6G
291116 - After Jonn left about 1845, tried running setup.exe on the Dell
291117 - Resources CD, and this seems to have cleared the loop on the OS
291118 - finding new hardware for the Intel chipset. ref SDS 0 9I9M Sent a
291119 - letter notifying Frank of results. ref SDS 0 9I6N
291120 -
291121 -
291122 -
291123 -
291124 -
291126 - ..
2912 -
2913 -
2914 - Progress
2915 -
291501 - Work Plan for Today Complete Install ATI Video Controller with Fitting
291502 -
291503 - Follow up ref SDS 19 OZ33.
291504 -
291505 - Received a call this morning from Dell saying they want to service
291506 - the computer today between 1000 and 1700.
291508 - ..
291509 - Called and left a voice mail for Frank asking if the fitting described
291510 - in his letter yesterday for converting VGA to DVI is correct,
291511 - ref SDS 19 RC9K, since what is needed is a converter from standard DVI
291512 - to an ATI controller DVI pin connection.
291513 -
291514 - [...below, converter fitting did not work. ref SDS 0 9F5F
291516 - ..
291517 - Received a call from Jonn at Unisys this afternoon OA 1530 saying he
291518 - will arrive on site OA 1630, and apologizing for delay due to
291519 - unexpected problems providing service for another customer.
291520 -
291522 - ..
2916 -
2917 -
2918 - 1720
2919 -
291901 - Called Jonn's cell phone.
291902 -
291903 - Explained that we can schedule the work for tomorrow or Friday, if
291904 - that will be more convenient.
291906 - ..
291907 - Jonn said he is now onsite, assembling components and tools to perform
291908 - the service. He explained further delays on another service call.
291909 - Jonn said he would like to get the work today if possible, so he does
291910 - not have to make another trip. Since Millie had dinner in the City
291911 - this evening, we went ahead and did the work on c14.
291913 - ..
291914 - Jonn did a great job performing steps in the letter to Dell on 050114,
291915 - ref SDS 18 HO8M, for planning the scope of work...
291916 -
291917 -
291918 -
291919 -
2920 -
SUBJECTS
Motherboard Service Ordered by Dell to Solve Performance Problems 05
3103 -
310401 - ..
310402 - 1. Motherboard Service Silocon Image Video Adapter Installed
310403 -
310404 - Jonn installed a new motherboard. There was no documentation
310405 - provided identifying this hardware. The work took about 20
310406 - minutes.
310408 - ..
310409 - CPU was not replaced with the motherboard. Jonn explained that
310410 - installing a new CPU is not part of standard service for the
310411 - motherboard. The heat sink was also reused, along with all the
310412 - cabling.
310414 - ..
310415 - Jonn advised that Dell shipped the wrong fitting for connecting
310416 - to the ATI 128 MB video card, ordered by Frank yesterday, on
310417 - 050118, ref SDS 19 RC9K, and discussed in a voice message
310418 - earlier this morning, per above. ref SDS 0 9F8N Jonn showed
310419 - how the converter fitting Dell shipped connects to a standard
310420 - DVI pin receptacle, like on the Silocon Image video controller,
310421 - but does not connect to the evident non-standard pin receptacle
310422 - on the ATI 128 MB video controller.
310424 - ..
310425 - Jonn asked if Dell was notified about the requirements for a
310426 - converter. We reviewed the record on 050114 showing the letter
310427 - sent to Dell on this service, ref SDS 18 HO8M, was also sent to
310428 - Jonn, so that he could submit any clarifications needed to
310429 - ensure coordination. Jonn advised that he has not had time to
310430 - check his email.
310432 - ..
310433 - As a result, Jonn installed the replacement Silocon Image video
310434 - controller, received during Jonn's prior visit on 050114,
310435 - ref SDS 18 T14A, on the replacement motherboard received today,
310436 - rather than install the ATI 128 MB video controller.
310437 - Therefore, planning to configure this component were not
310438 - performed, per below. ref SDS 0 RH9P
310440 - ..
310441 - Computer was powered up and there was a notice that the
310442 - keyboard failed.
310444 - ..
310445 - Jonn switched the order of connecting the keyboard and the
310446 - mouse to the alternate p/s2 I/O ports. This cleared the
310447 - keyboard problem.
310449 - ..
310450 - Jonn made other modifications, and then the computer booted
310451 - normally to the standard desktop screen. We logged onto the
310452 - Internet, and Jonn checked for an updated BIOS. He seemed to
310453 - conclude that the factory configuration had the most recent
310454 - version of the BIOS, and so did not download any files.
310456 - ..
310457 - BIOS was modified by Jonn to make the hard drive the 1st
310458 - component in the boot sequence. He
310460 - ..
310461 - Device Manager was checked.
310463 - ..
310464 - Everything seemed the same reported to Dell on 041213 when the
310465 - operating system was reinstalled based on Dell instructions.
310466 - ref SDS 6 VX4L
310467 -
310469 - ..
310470 - Intel Chipset -- Jonn suggested installing the Dell device
310471 - drivers again. He seemed to say that ordinarily when he has
310472 - installed a new motherboard, everything should work properly
310473 - without installing device drivers on the Intel Resources CD,
310474 - however, the history of this order justifies additional steps,
310475 - and so he decided to install the Intel chipset again.
310477 - ..
310478 - We considered Dell advice on 041213 that device drivers should
310479 - be installed in a particular order or sequence. ref SDS 6 PS5V
310480 - Jonn said the order of installation is not important, and so
310481 - the most recent Intel chipset software was installed, which was
310482 - received from Frank at Dell, and applied with guidance reported
310483 - on 041218. ref SDS 13 354L
310485 - ..
310486 - Booted the computer.
310488 - ..
310489 - When the desktop appeared, the operating system reported that
310490 - new hardware was found and produced an installation operation
310491 - for the Intel Chip set again. Frank executed the steps for
310492 - this operation.
310494 - ..
310495 - Booted the computer.
310497 - ..
310498 - When the desktop appeared, the OS again reported finding new
310499 - hardware and launched another installation for the Intel Chip
310500 - set.
310502 - ..
310503 - Jonn advised this loop is a software problem that is beyond
310504 - Unisys' responsibility limited to installing hardware. Jonn
310505 - spent about an hour searching the Internet on Dell, Intel, and
310506 - general sources using Google to find a more recent Intel Chip
310507 - set software, and video drivers, discussed below.
310508 -
310510 - ..
310511 - Device Manager was checked again and now shows new errors....
310513 - ..
310514 - There are now about 10 errors in the device manager, possibly
310515 - due to not installing the device drivers in the correct order,
310516 - per above, ref SDS 0 FC4K, but the record does not necessarily
310517 - establish this point -- need input from Dell.
310518 -
310519 - a. Display adapters...
310521 - ..
310522 - • Intel 82915G/GV/910GL Express Chipset Family
310523 - • Intel 82915G/GV/910GL Express Chipset Family
310525 - ..
310526 - Note that the tab symbol on these devices • now has a red mark of some
310527 - kind, perhaps a check symbol. This symbol was not previously shown,
310528 - and so seems like a new notice from the OS.
310530 - ..
310531 - Properties for both lines show mostly the same message....
310532 -
310533 - Device Type: Display adapters
310534 - Manufacturer: Intel
310535 - x Location: PCI bus 0, device 2, function 0
310536 -
310537 - This device is disabled (Code 22)
310539 - ..
310540 - Click Enable Device to enable this device
310542 - ..
310543 - Properties for the 2nd line show on a difference on the "Location"
310544 - parameter with "function 1" instead of "function 0"
310545 -
310546 - Device Type: Display adapters
310547 - Manufacturer: Intel
310548 - x Location: PCI bus 0, device 2, function 1
310550 - ..
310551 - This device is disabled (Code 22)
310553 - ..
310554 - Click Enable Device to enable this device
310555 -
310557 - ..
310558 - b. System devices
310560 - ..
310561 - There is a list of 27 items, and two (2) of those items now show the
310562 - red check mark described above. ref SDS 0 KL4I
310563 -
310564 - • High Precision Event Timer
310565 -
310566 - Properties...
310567 -
310568 - Device Type: System devices
310569 - Manufacturer: Intel
310570 - Location: on Microsoft ACPI-Compliant System
310572 - ..
310573 - This device is disabled (Code 22)
310575 - ..
310576 - Click Enable Device to enable this device
310578 - ..
310579 - • Intel(R) 82801FB/FBM SMBus Controller - 2662
310580 -
310581 - Properties...
310582 -
310583 - Device Type: System devices
310584 - Manufacturer: Intel
310585 - Location: PCI bus 0, device 1, function 0
310587 - ..
310588 - This device is disabled (Code 22)
310590 - ..
310591 - Click Enable Device to enable this device
310593 - ..
310594 - Note a possible anomaly is that System devices also lists the "System
310595 - board" twice, and there is a difference in the properties only on the
310596 - "Location" field, thus....
310597 -
310598 - • System board
310599 -
310600 - Properties...
310601 -
310602 - Device Type: System devices
310603 - Manufacturer: (Standard system devices)
310604 - x Location: on Microsoft ACPI-Compliant System
310606 - ..
310607 - No drivers are installed for this device
310609 - ..
310610 - If you are having trouble with this device click
310611 - Troubleshoot to start the troubleshooter.
310612 -
310614 - ..
310615 - • System board
310616 -
310617 - Properties...
310618 -
310619 - Device Type: System devices
310620 - Manufacturer: (Standard system devices)
310621 - x Location: on Intel(R) 82801FB LPC Interface Controller
310623 - ..
310624 - No drivers are installed for this device
310626 - ..
310627 - If you are having trouble with this device click
310628 - Troubleshoot to start the troubleshooter.
310629 -
310631 - ..
310632 - c. Universal Serial Bus controllers
310633 -
310634 - All of five (5) entries under this section are marked with a red
310635 - check, and properties for all show the devices are disabled...
310636 -
310637 - • Intel(R) 82801FB/FBM USB Universal Host Controller - 2658
310638 - • Intel(R) 82801FB/FBM USB Universal Host Controller - 2659
310639 - • Intel(R) 82801FB/FBM USB Universal Host Controller - 265A
310640 - • Intel(R) 82801FB/FBM USB Universal Host Controller - 265B
310641 - • Intel(R) 82801FB/FBM USB2 Enhanced Host Controller - 265C
310642 -
310644 - ..
310645 - Jonn explained that Unisys will report successful installation of the
310646 - motherboard, and that he could not install the video connection
310647 - fitting Dell shipped, and so this will be returned to Dell. Jonn
310648 - seemed to say that Unisys will not report to Dell on results of the
310649 - service, other than to return the unused part.
310651 - ..
310652 - Jonn advised that customers report details of service visits to Dell,
310653 - rather than technicians.
310654 -
310655 -
310657 - ..
310658 - 2. Silocon Image Video Controller and Device Driver Failed...
310659 -
310660 - Jonn spent about an hour or so attempting to install the device
310661 - manager for the the Silocon Image video controller, and this
310662 - was unsuccessful.
310664 - ..
310665 - Initially, tried installing the device driver received from
310666 - Frank a few weeks ago on 041222. ref SDS 13 4R5R
310668 - ..
310669 - Got same result.
310671 - ..
310672 - Jonn downloaded the driver again from Dell Internet resources
310673 - listed in Frank's letter reported on 041222. ref SDS 13 PB6W
310675 - ..
310676 - Tried installation again, and got same result.
310678 - ..
310679 - Jonn used the Internet to search for the specific error being
310680 - returned by the driver installation operation, reported on
310681 - 041213. ref SDS 13 K45J He got a lot of hits, but nothing he
310682 - tried was successful in completing installation of the device
310683 - driver for the Silocon Image video controller.
310684 -
310685 -
310686 -
310687 -
310688 -
310690 - ..
3107 -
3108 -
3109 - 1905
3110 -
311001 - Dell Resources Setup Clears Error on Intel Chipset Installation
311002 -
311003 - Jonn left after about 90 minutes on site.
311005 - ..
311006 - After Jonn left, tried installing the Dell Resources CD by running....
311007 -
311008 - g: 00 dellc14 OptiplexDrivers install setup.exe
311010 - ..
311011 - This seemed to execute successfully, and it resulted in clearing the
311012 - loop caused earlier when the Intel chipset driver was installed, per
311013 - above. ref SDS 0 FC67
311014 -
311015 -
311017 - ..
3111 -
3112 -
3113 - 2207
3114 -
311401 - Submitted ref DIT 1 0001 a letter to Frank linked to this record and
311402 - responding to the request for notification in his letter yesterday on
311403 - 050118. ref SDS 19 RC9K
311405 - ..
311406 - The letter says...
311407 -
311408 - 1. This responds to your letter on January 18, requesting notice,
311409 - ref SDS 19 RC9K, on results of subject service, which was
311410 - performed late today. ref DIT 1 0001
311411 -
311412 - 2. The Unisys technician, Jonn, installed the replacement
311413 - motherboard, ref SDS 0 N64G, but could not install the ATI
311414 - video adapter, because the converter fitting was incorrect.
311415 - ref SDS 0 9F5F Therefore, he tried configuring the Silocon
311416 - Image video card, and this was again unsuccessful. ref SDS 0
311417 - 9I6M The Device Manager now seems to show about 10 errors,
311418 - ref SDS 0 9G9H, possibly related to the order for installing
311419 - the device drivers, but this is not clear in the record.
311420 - ref DIT 1 N36G
311422 - ..
311423 - 3. Note that the CPU was not replaced by the service today, which
311424 - may be standard practice, ref DIT 1 DC7J, but could be a target
311425 - of inquiry. ref SDS 0 9F6M
311427 - ..
311428 - 4. Tomorrow, I will try to pick up a converter fitting locally to
311429 - test installation of the ATI video card. ref DIT 1 DC7O
311431 - ..
311432 - 5. Hopefully, review of the record on the work will yield ideas
311433 - for further steps, particularly clearing the Device Manager
311434 - errors, which did not previously exist. ref SDS 0 9G9H
311435 - Interestingly, these errors do not have any evident effect on
311436 - using the computer. We still have the same performance issues,
311437 - but no new ones. ref DIT 1 DC82
311439 - ..
311440 - 6. I am pleased to commend Jonn's initiative and persistence
311441 - working onsite to solve a thorny problem. ref DIT 1 JO8O
311443 - ..
311444 - 7. Please call to coordinate further action. ref DIT 1 RQ9I
311445 -
311446 -
311447 -
311448 -
311449 -
311450 -
311451 -
3115 -
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 - ATI 128x300 Video Controller Replace Silocon Image
350503 -
350504 - 8. Install ATI 128 MB video controller with connection fitting,
350505 - which Frank ordered on 050113, ref SDS 17 YS3M, and which is
350506 - marked for identification on the circuit board showing...
350507 -
350508 - ATI Part #102A2590600
350509 -
350510 - ...and is listed as....
350511 -
350512 - H3823 CRD;GRPHC;128;X300;OPGA2;FH,
350513 -
350514 - ....in the packing slip. ref OF 14 OY5M
350516 - ..
350517 - Jonn had the fitting shipped by Dell, but it would not connect
350518 - to the ATI pin receptacle, so we could not install the ATI
350519 - card, per above. ref SDS 0 9F5F
350521 - ..
350522 - As a result, we did not perform planning to configure the ATI 128 MB
350523 - video controller; we can try to get the correct fitting from Fry's
350524 - tomorrow, and take a stab at installing this alternate video
350525 - controller using the following steps....
350527 - ..
350528 - Power down computer, and replace the video controller.
350530 - ..
350531 - Connect the cable from the monitor to the replacement 128 MB
350532 - video card using the connection adapter identified as....
350533 -
350534 - J4570 ADPT; GRPHC;DVI;2;STD-BRKT 11B0102 AEW0401
350535 -
350536 - ...in the packing slip, ref OF 14 624K, and delivered today by
350537 - Dell technician.
350539 - ..
350540 - 9. Device driver for ATI 128 MB video controller install using
350541 - installation code received from Frank on 041222, ref SDS 13
350542 - PB6W, and which is currently stored in....
350543 -
350544 - i: dell drivers ati
350546 - ..
350547 - May have to install the driver again though.
350549 - ..
350550 - ATI drivers from the Dell Resources CD are stored in....
350551 -
350552 - G:\00\Dellc14\OptiplexDrivers\ATI\wxp-w2k-catalyst-9-082-041130a-019577c.exe
350554 - ..
350555 - Dell lists drivers for 128 MB video controllers at....
350556 -
350557 - http://search.dell.com/results.aspx?cat=sup&ambcat=dyd&c=us&l=en&s=bsd&cs=04&k=ATI
350559 - ..
350560 - ATI has a variety of sources for downloading drivers...
350561 -
350562 - a. Products....
350563 -
350564 - http://ati.com/support/driver.html
350565 -
350567 - ..
350568 - b. Totally Drivers....
350569 -
350570 - http://www.totallydrivers.com/drivers/company_info.asp?id=105
350572 - ..
350573 - c. System check and report on drivers needed....
350574 -
350575 - http://www.drivershq.com/default.asp?af=clickstorm&bn=3
350577 - ..
350578 - d. Driver downloads....
350579 -
350580 - http://www.totallydrivers.com/drivers/download.asp
350581 -
350582 -
350584 - ..
350585 - 10. Test for resolution of performance issues on slow I/O
350586 - responsiveness reported on 041118, ref SDS 3 MV5F,
350588 - ..
350589 - 11. Call Dell and report results, per Frank's letter on 050111.
350590 - ref SDS 16 XX3Y
350592 - ..
350593 - 12. Return parts to Dell
350594 -
350595 - Call DHL 800 cal ldhl
350596 -
350597 - Schedule pickup return shipment with the way bill shown on
350598 - the Dell shipping box.
350599 -
350600 -
350601 -
350602 -
350603 -
350604 -
350605 -
350606 -
350607 -
3507 -
Distribution. . . . See "CONTACTS"