CONTACTS 

SUBJECTS
Device Driver Display Adapter Silocon Image DVI 128 MB Video Control
Productivity May be Slightly Improved by Correcting Device Driver Di
Windows XP Repair Operating System Registry Device Driver Display Ad

1005 -
1005 -    ..
1006 - Summary/Objective
1007 -
100701 - Follow up ref SDS 34 0000, ref SDS 33 0000.
100702 -
100703 - Display adapter device drivers for Silocon Image video controller on
100704 - Dell computer was successfully installed using alternate manual
100705 - process after running Windows XP "repair" operation. ref SDS 0 5K6G
100706 - All errors are cleared from the Device Manager. ref SDS 0 1U6O
100707 - Results are repeatable.  Installing the device driver for the Silocon
100708 - Image video controller consistently fails and corrupts the Device
100709 - Manager using standard installation procedure.  Alternate manual
100710 - installation after running Windows XP repair consistently yields a
100711 - correct configuration for the display adapter, and clears other Device
100712 - Manager errors. ref SDS 0 4S5O  Case study on configuring computer
100713 - graphics support, ref SDS 0 BQ63, yields a number of lessons learned
100714 - that may aid Dell's customer support team, ref SDS 0 TC5I, and several
100715 - "lessons" on the scope of transformation to a culture of knowledge.
100716 - ref SDS 0 K29L
100717 -
100718 -        [On 050203 notified Frank at Dell about success solving
100719 -        configuration problems; requested instructions on disposition
100720 -        of replacement CPU. ref SDS 35 0001
100721 -
100722 -
100723 -
100725 -  ..
1008 -
1009 -
1010 - Evaluation
1011 -
101101 - DVI Video Specification Limited Benefits
101102 -
101103 - Follow up ref SDS 34 Z36N.
101104 -
101105 - Now that we seem to have configured DVI video support, tangible
101106 - benefits seem sparse...
101107 -
101108 -    1.  Somewhere came across information that the Silocon Video
101109 -        Controller is a 128 MB graphics system.  This may draw memory
101110 -        from RAM, because the card does not seem to have onboard
101111 -        memory.
101113 -         ..
101114 -    2.  Productivity reduced by slow I/O responsiveness reported from
101115 -        testing new replacement CPU on 050128, ref SDS 34 IV7X, does not
101116 -        seem to be improved by correcting chronic defects in device
101117 -        driver installation so that system video meets product
101118 -        specifications accomplished today. ref SDS 0 1U6O
101120 -         ..
101121 -    3.  Power saver conservation and screen saver.
101122 -
101123 -        So far, this seems like the most evident improvement.
101124 -        Previously, settings for the monitor produced a condition that
101125 -        continued to emit minor light.  Now the monitor becomes
101126 -        completely black, executing normal performance for the current
101127 -        setting.
101129 -         ..
101130 -    4.  Seems like, but am not sure, that there are more options for
101131 -        application configuration.  On one configuration, possibly the
101132 -        ATI setup the other day, there was an option for a slightly
101133 -        larger font to display SDS.  In any case, none of the
101134 -        additional configuration options increase productivity.
101136 -         ..
101137 -    5.  I/O responsiveness may be slightly improved, but this may be
101138 -        imagination and wishful thinking.
101140 -         ..
101141 -    6.  Applications may display slightly faster, but not sure, e.g.,
101142 -        the FTP program.
101144 -         ..
101145 -    7.  Slight "whirring" sound occurs now when moving through a file
101146 -        with a scroll bar, e.g., Explorer, IE, etc. Previously this did
101147 -        not occur, and is distracting, without any discernable benefit.
101148 -        Testing the replacement CPU received on 050128 shows no sound
101149 -        of any kind when scrolling a file.  This suggests a
101150 -        configuration issue of some kind.
101151 -
101152 -            [On 050203 notified Dell and requested feedback to
101153 -            eliminate this annoyance. ref SDS 35 F26F
101155 -             ..
101156 -            [On 050204 replacement CPU configured and does not have
101157 -            whirrng sound. ref SDS 36 X14J
101159 -         ..
101160 -    8.  Movies may play better, but we never play movies on the
101161 -        computer.
101163 -  ..
101164 - For three (3) months, we have been operating without DVI, and now that
101165 - DVI is active, there is no evident use.  Perhaps playing movies.
101167 -  ..
101168 - Research on the Internet at....
101169 -
101170 -        http://www.datapro.net/techinfo/dvi_info.html
101171 -
101172 - ...explains that DVI is a video computer specification....
101173 -
101174 -            Digital Video Interface
101175 -
101176 -
101177 -
101178 -
101179 -
101180 -
101181 -
101183 -  ..
1012 -
1013 -
1014 - Progress
1015 -
101501 - Windows XP Repaired on C14 Rather than Replace CPU
101502 -
101503 - Follow up ref SDS 34 LN96.
101504 -
101505 - Implemented planning on 050128 to correct problems with c14 by using
101506 - Windows XP Repair procedures explained by Frank Farmer on 041210,
101507 - ref SDS 22 JL77, rather than configure the new CPU to replace the
101508 - original. ref SDS 34 TL5N
101510 -  ..
101511 - This repair op did not produce errors finding a particular file, that
101512 - were reported numerous times on 041210. ref SDS 22 IG4K
101514 -  ..
101515 - Repair seemed to complete successfully.
101517 -  ..
101518 - System booted to the standard SDS desktop, and the OS reported new
101519 - hardware found for the printer.  Cancelled wizard ops until after
101520 - completing installation of device drivers.
101521 -
101522 -
101524 -  ..
101525 - Device drivers were installed according to planning on 050128,
101526 - ref SDS 34 GV3H, and by following the sequence in Dell's letter on
101527 - 041213. ref SDS 23 JJ6O
101528 -
101529 -        a.  Dell Desktop System software (DSS) install per Frank's
101530 -            letter on 041222. ref SDS 26 PB5Q
101531 -
101532 -                i: dell drivers R78364 setup.exe
101534 -             ..
101535 -            This seemed to install without incident.
101537 -             ..
101538 -        b.  Intel chipset utilities using updated files received
101539 -            from Frank on 041222? ref SDS 26 354L
101540 -
101541 -                 i: dell drivers R79695 setup.exe
101543 -             ..
101544 -            During this operation, there were several instances when
101545 -            the OS reported new hardware was found, and displayed an
101546 -            op.  This was cancelled, and the installation of Intel
101547 -            chipset utilities seemed to complete successfully.
101548 -            ref SDS 30 9G9H,
101550 -  ..
101551 - Device Manager now shows all 10 errors reported on 050128 have been
101552 - repaired except for display adapters. ref SDS 30 9G9H
101554 -  ..
101555 - There are no yellow error marks; listings for both display adapters
101556 - have a red check, and properties says they are disabled, similar to
101557 - the report on 050125. ref SDS 32 Y46K
101558 -
101559 -
101560 -
101562 -  ..
101563 - Silocon Image Device Driver Installed with Manual Steps in Readme
101564 -
101565 - Follow up ref SDS 25 6F5K.
101566 -
101567 - Reviewed file...
101568 -
101569 -                i: dell drivers R86247 readme.txt
101570 -
101571 - ...again, created by prior failed attempts to install the display
101572 - adapter device drivers reported on 041217. ref SDS 25 OQ8J  This file
101573 - has directions for manual installation of the device driver file....
101574 -
101575 -                         ialmnt5.inf
101576 -
101577 - ...which attracted attention, because of similarity with....
101578 -
101579 -                         ialmnt5.sys
101580 -
101581 - ...found on the new replacement CPU received from Dell yesterday.
101582 - ref SDS 34 G54O  Possibly the correlation between these filenames
101583 - points to a path for progress.
101585 -  ..
101586 - Rather than attempt to install the device driver by executing....
101587 -
101588 -                g: 00 Dell14 Intel Chipset Video Drivers 1432KA01.EXE
101589 -
101590 - ...again, and previously downloaded from Dell following instructions
101591 - in Frank's letter on 041222, ref SDS 26 4R5R, and further rather than
101592 - executing...
101594 -                 ..
101595 -                i: dell drivers R86247 setup.exe
101596 -
101597 - ...in the directory for the Silocon Image controller that is created
101598 - by the device driver file downloaded from Dell, decided not to repeat
101599 - steps which have consistently failed over the past three (3) months,
101600 - and instead apply device driver files in directory R86247 created with
101601 - prior failed attempts to run setup.exe, and thereby install the....
101602 -
101604 -             ..
101605 -            Manual Installation Video Device Driver Successful
101606 -
101607 -        c.  Video device driver for the Silocon Image video controller,
101608 -            received on 041222. ref SDS 26 PSPU
101609 -
101610 -                 i: dell drivers R86247
101611 -
101612 -            ...by applying instructions for manual installation in
101613 -            readme.txt, ref OF 1 MS4J, which says in part to open the
101614 -            Device Manager and update drivers for the two (2) display
101615 -            adapters listed by entering "...the Win2000 subdirectory
101616 -            ..." and select ialmnt5.INF, based on research yesterday
101617 -            showing that ianlmnt5.sys is the driver for the display
101618 -            adapter listed in the Device Manager on the new CPU
101619 -            received from Dell, and which is working correctly.
101620 -            ref SDS 34 XY88  However, examination shows that this file
101621 -            actually occurs twice in the Device Driver directory; once
101622 -            in....
101623 -
101624 -                 i: dell drivers R86247 win2000 ialmnt5.INF
101625 -
101626 -            ...and also in...
101627 -
101628 -                 i: dell drivers R86247 win2000 win2000 ialmnt5.INF
101630 -             ..
101631 -            Selected ialmnt5.inf in the first level directory...
101632 -
101633 -                 i: dell drivers R86247 win2000 ialmnt5.INF
101635 -             ..
101636 -            When OK was called to install the driver, commands executed
101637 -            and then returned an error message saying that installation
101638 -            needs a file...
101639 -
101640 -                          ialmnt5.sys
101642 -             ..
101643 -            Examination seems to show that installation is looking for
101644 -            ialmnt5.sys in....
101645 -
101646 -                 i: dell drivers R86247 win2000 win2000
101648 -             ..
101649 -            However, ialmnt5.sys is not is in this directory.  There is
101650 -            only one file in this directory -- ialmnt5.inf -- but
101651 -            ialmnt5.sys is in a higher level directory...
101652 -
101653 -                 i: dell drivers R86247 win2000
101655 -             ..
101656 -            In other words files created by executing the device driver
101657 -            file for the Silocon Image video controller downloaded from
101658 -            Dell...
101659 -
101660 -                g: 00 Dell14 Intel Chipset Video Drivers 1432KA01.EXE
101661 -
101662 -            ...has the following contents...
101663 -
101664 -                 i: dell drivers R86247 win2000 win2000 ialmnt5.inf
101665 -                 i: dell drivers R86247 win2000 ialmnt5.inf
101666 -                 i: dell drivers R86247 win2000 ialmnt5.sys
101667 -
101668 -            ...and directory ...R86247\win2000 has other installation
101669 -            files, but ...R86247\win2000\win2000, which the setup.exe
101670 -            code executes has only the one file file ialmnt5.inf.
101672 -             ..
101673 -            This seems to align with the letter to Dell on 041217
101674 -            suggesting device driver installation code for the Silocon
101675 -            Image video controller may be defective. ref SDS 25 F14V
101677 -             ..
101678 -            Why are there two (2) subdirectories for ...win2000 and why
101679 -            is there only one file in the directory?
101681 -             ..
101682 -            Therefore, even though Windows driver installation
101683 -            defaults to....
101684 -
101685 -                 i: dell drivers R86247 win2000 win2000
101686 -
101687 -            ...since this does not contain
101688 -
101689 -                          ialmnt5.sys
101690 -
101691 -            ...and since this is the file that seems to be needed,
101692 -            manually changed the directory to...
101693 -
101694 -                 i: dell drivers R86247 win2000
101695 -
101696 -            ...and pressed OK.  Driver installation then complete
101697 -            successfully.
101699 -             ..
101700 -            This may explain why setup.exe has been failing for three
101701 -            (3) months.  The program looks for ialmnt5.sys in the
101702 -            wrong directory....
101703 -
101704 -                 i: dell drivers R86247 win2000 win2000
101705 -
101706 -            ...which has only....
101707 -
101708 -                          ialmnt5.inf
101709 -
101710 -            ...and which can launch installation, but not complete it.
101711 -
101713 -             ..
101714 -            Device Manager now shows no errors, and is the same as the
101715 -            listing for the new CPU received yesterday from Dell.
101716 -            ref SDS 34 XY88
101717 -
101718 -               •  Intel 82915G/GV/910GL Express Chipset Family
101719 -
101720 -                      Loc:  PCI bus 0, device 2, function 0
101722 -                       ..
101723 -                      This device is working properly
101725 -                       ..
101726 -                      Driver File Details shows...
101727 -
101728 -                          i: windows system32 drivers ianlmnt5.sys
101730 -                   ..
101731 -               •  Intel 82915G/GV/910GL Express Chipset Family
101732 -
101733 -                      Loc:  PCI bus 0, device 2, function 1
101734 -
101735 -                      This device is working properly
101736 -
101737 -                      Driver File Details shows...
101738 -
101739 -                          i: windows system32 drivers ianlmnt5.sys
101741 -             ..
101742 -            This is the first time, since c14 was received from Dell on
101743 -            041118 that the Device Manager reports no errors with the
101744 -            Silocon Image video controller device drivers installed.
101745 -
101746 -
101748 -             ..
101749 -            Software Defect Setup.exe Silocon Image Device Driver
101750 -            Repeatable Errors Using Standard Dell Installation Op
101751 -            Successful Results Install Video Device Driver Repeatable
101752 -
101753 -            On 041217 Dell was notified that installation code for
101754 -            Silocon Image device driver may be defective. ref SDS 25
101755 -            F14V  Dell later cited this concern on 050120. ref SDS 31
101756 -            2O7G  Subsequent experience shows that installation fails
101757 -            for the Silocon Image video controller device driver file
101758 -            downloaded from Dell, ref SDS 0 5K6I, and this further
101759 -            corrupts both the Device Manager, and the Windows XP
101760 -            registry, e.g., beginning on 041217. ref SDS 25 MA68
101761 -            Testing today further shows that these defects and can be
101762 -            fixed consistently by installing the operating system, and
101763 -            selecting "Repair," per Frank's instructions on 041210,
101764 -            ref SDS 22 JL77, and then installing the device drivers in
101765 -            order designated by Dell, per above, ref SDS 0 GD62, and
101766 -            then installing the driver for the display adapter with the
101767 -            manual procedure rather than setup.exe, per above.
101768 -            ref SDS 0 5K6I
101770 -             ..
101771 -            Each pass installing device driver file...
101772 -
101773 -                g: 00 Dell14 Intel Chipset Video Drivers 1432KA01.EXE
101774 -
101775 -            ...and then running Windows XP Repair to correct system
101776 -            defects, causes approximately 40 problems in the Windows XP
101777 -            registry, based on running RegScrupXP to investigate the
101778 -            registry and then Fix selected problems.  Some of these
101779 -            errors may occur from the Repair process itself, and so all
101780 -            may not be caused by failed installation of Silocon Image
101781 -            device driver.
101783 -             ..
101784 -            This record suggests future problems can be avoided by
101785 -            correcting software driver installation code.
101786 -
101787 -
101788 -
101790 -  ..
101791 - Device Drive Installation Sound and Networking
101792 -
101793 - After the display adapter is configured, installed the other device
101794 - drivers listed on 050128. ref SDS 34 SR6L
101796 -             ..
101797 -        d.  Analog Devices ADI 198x Integrated Audio Rev A17 listed in
101798 -            Sevy's letter on 041213, ref SDS 23 QC4Q, located on the
101799 -            Dell Resources CD copied to...
101801 -                  ..
101802 -                 i: dell drivers R78477 setup.exe
101803 -
101805 -             ..
101806 -        e.  Boradcom 570x Gigabit Integrated Controller Rev A00
101807 -            listed in Sevy's letter on 041213, ref SDS 23 QC4X,
101808 -            located on the Dell Resources CD copied to...
101810 -                 ..
101811 -                i: dell drivers R78655 setup.exe
101813 -  ..
101814 - It seems to turn out that prior successful installations were
101815 - maintained by the Repair operation, and these installations may not
101816 - have been necessary, but did them anyway.
101817 -
101818 -
101819 -
1019 -

SUBJECTS
Work Plan Configure Computer C14 Replacement CPU Recover Defective D
Plan for Configure

1404 -
140501 -  ..
140502 - Disposition Replacement CPU Return, Replace, Test and Return
140503 -
140504 - Follow up ref SDS 34 LN96.
140505 -
140506 - Success configuring the display adapters with correct device drivers
140507 - for the Silocon Image video controller, per above, ref SDS 0 1U6O,
140508 - leads to analysis indicating that the replacement CPU received on
140509 - 050128, ref SDS 34 0001, should be returned to Dell for the following
140510 - reasons...
140512 -         ..
140513 -    1.  Return New Replacement CPU to Dell.
140514 -
140515 -        Testing on 050128 showed that the replacement CPU has the same
140516 -        productivity problems as the original CPU now configured for
140517 -        c14. ref SDS 34 Z36N  Poor productivity is likely due to
140518 -        defects in Windows XP design, based on Microsoft's planning to
140519 -        develop products to improve customer productivity, reported by
140520 -        Steve Balmer on 010510. ref SDS 11 656F
140521 -
140522 -            [On 050204 configured replacement CPU for c14; evaluation
140523 -            indicates some possible performance advantages for the new
140524 -            CPU. ref SDS 36 6E9H
140526 -         ..
140527 -        Since there are now repeatable scenarios for causing c14 to
140528 -        fail and then recover, ref SDS 0 4S5O, it might be assumed the
140529 -        defect is solely in the software, and not in the hardware, and
140530 -        therefore replacing the CPU is irrelevant because the same
140531 -        failure should reasonably occur following Dell guidance on
140532 -        installing device drivers for the Silocon Image video
140533 -        controller on the new CPU, and further this can be fixed by
140534 -        using the new procedure developed today of installing the
140535 -        drivers manually. ref SDS 0 5K6I
140537 -         ..
140538 -        None of the seals on the software for the new CPU have been
140539 -        opened, and the Windows XP OS has not been registered.
140541 -         ..
140542 -        Except for the two (2) minor issues listed below, ref SDS 0
140543 -        WH9I, this record indicates that the replacement CPU received
140544 -        from Dell under order 200435297 dated 050128, ref SDS 34 FN5U,
140545 -        should be returned.
140547 -         ..
140548 -        We need mailing authority and directions from Dell to complete
140549 -        the transaction.
140550 -
140551 -            [On 050203 letter to Dell requests directions; ref SDS 35
140552 -            F26F; and, received response with necessary information.
140553 -            ref SDS 35 AL8M
140555 -             ..
140556 -            [On 050207 returned original CPU and kept the replacement
140557 -            for C14. ref SDS 37 NY78
140559 -         ..
140560 -    2.  Replace existing CPU with the new CPU.
140561 -
140562 -        There are currently only two (2) issues pending that might
140563 -        support switching CPUs....
140564 -
140565 -            a.  New "whirring" sound reported after configuring the
140566 -                display adapter, per evaluation issue #7, above.
140567 -                ref SDS 0 8G9N
140568 -
140569 -                   [On 050204 configured new CPU and it does not have
140570 -                   this problem. ref SDS 36 X14J
140572 -                 ..
140573 -            b.  There have been problems closing the CPU after it is
140574 -                opened for service, reported on 050126. ref SDS 32 0Z43
140575 -
140576 -                   [On 050204 new replacement CPU has not demonstrated
140577 -                   this problem, because so far there has been no need
140578 -                   to open and close the case. ref SDS 36 L34O
140580 -         ..
140581 -        If we switch computers, this would require several days time to
140582 -        configure the new CPU according to plans and work performed on
140583 -        041118, ref SDS 20 4SKV, and without any evident benefit, given
140584 -        that the original CPU is now configured satisfactorily.
140586 -         ..
140587 -        Dell administrative practices may make replacement easier than
140588 -        returning the replacement CPU.  In this case, we might be able
140589 -        to switch the hard drives to avoid having to reinstall
140590 -        everything.
140592 -         ..
140593 -    3.  Test new CPU to verify problems are solely software and that
140594 -        Device Driver software is not defective.
140596 -         ..
140597 -        Testing would address...
140598 -
140599 -            a.  Display adapter device driver for Silocon Image video
140600 -                controller.  Will this install normally, or must
140601 -                alternate manual steps be used developed today, per
140602 -                above? ref SDS 0 MN3M
140604 -                 ..
140605 -            b.  Performance of I/O responsiveness defects reported on
140606 -                041118. ref SDS 20 MV5F
140608 -         ..
140609 -        Testing is attractive for professional reasons, but would take
140610 -        several days, which needs to be applied to other matters.  If
140611 -        we configure the new CPU using steps on 041118, this creates a
140612 -        used system that would have to be sold as a refurbished
140613 -        computer, which would be an economic loss to Dell.  Since there
140614 -        is no rational basis to believe different results might occur
140615 -        from testing, this seems like an unnecessary expense.
140616 -
140617 -            [On 050204 configured new CPU and testing shows it seems to
140618 -            resolve device driver issues, ref SDS 36 XL8K, and may have
140619 -            some performance advantages. ref SDS 36 2871
140620 -
140621 -
140622 -
140623 -
140624 -
140625 -
140626 -
1407 -

SUBJECTS
Case Study Device Driver Silocon Image DVI 128 MB Video Controller I
Case Studies Story/History Intelligence for Management
Metrics Case Studies, Review Book, Movie, Play
Case Study Device Driver Silocon Image DVI 128 MB Video Controller I

3306 -
330701 -  ..
330702 - Case Study Wicked Problem Configure Dell Computer Work Intelligently
330703 - Wicked Problem Biological Drive to Use Bad Management Pressing Reply
330704 -
330705 - Constant information in meetings, calls, and email fosters spontaneous
330706 - reaction reaching for "fools gold."  Bad management acting on first
330707 - impressions is so fast and easy that people are drawn into a complex
330708 - web of expanding tasks with good intentions to save time and money by
330709 - expediting.  Good management to avoid mistakes with deliberative
330710 - analysis therefore seems like unnecessary overkill, when information
330711 - technology fosters "laziness," reported on 010908. ref SDS 12 YF5O
330712 - Experience configuring Dell's computer for good management presents a
330713 - "wicked problem" for deploying technology to augment intelligence
330714 - based on a "paperless office" model enabled by SDS.
330716 -  ..
330717 - Experience, however, is the teacher that imparts the power of
330718 - knowledge, reported on 000515 reviewing Peirce's philosophy of
330719 - semiotics. ref SDS 9 0042
330720 -
330721 -        [On 050203 notified Frank at Dell about success solving
330722 -        configuration problems, and provided link to case study.
330723 -        ref SDS 35 0001
330725 -  ..
330726 - A study of experience in this case linked to relevant history shows...
330727 -
330728 -    1.  Dell provided guidance on
330729 -        configuring new system for
330730 -        working intelligently,
330731 -        assigned case number
330732 -        85476184............................ 041118, ref SDS 20 ZY6L
330734 -         ..
330735 -    2.  Discovered slow I/O response
330736 -        in 3.2 GHz and XP system reduces
330737 -        productivity below performance
330738 -        of 1.4 GHz and W2K system........... 040118, ref SDS 20 MV5F
330740 -         ..
330741 -    3.  Dell provided guidance on
330742 -        installing device drivers
330743 -        to improve system I/O
330744 -        response under prior case number
330745 -        85476184............................ 041129, ref SDS 21 S17F
330747 -         ..
330748 -    4.  Problems reported with Device
330749 -        Manager after installing drivers
330750 -        for display adapter failing to
330751 -        configure Silocon Image video
330752 -        controller.......................... 041129, ref SDS 21 YY7K
330754 -         ..
330755 -    5.  Windows XP registry modified
330756 -        to solve I/O performance
330757 -        problems, and operating system
330758 -        failed reporting I/O problems
330759 -        in registry......................... 041210, ref SDS 22 JL5N
330761 -         ..
330762 -    6.  Dell provided guidance under
330763 -        prior case number 85476184 to
330764 -        repair Windows XP which was
330765 -        successful enabling CPU to
330766 -        launch normally and display
330767 -        the desktop with original
330768 -        settings restored................... 041210, ref SDS 22 JL77
330770 -         ..
330771 -    7.  Device Manager still showed
330772 -        DVI 128 MB Silocon Image video
330773 -        controller was not configured
330774 -        and so not enabled, so Dell
330775 -        provided guidance on using
330776 -        Resource CD to configure video
330777 -        correctly........................... 041210, ref SDS 22 WM5F
330779 -         ..
330780 -    8.  Configuration of display
330781 -        adapter failed, so Dell set
330782 -        action item to research device
330783 -        driver and steps for Dell
330784 -        Resources CD to configure
330785 -        Silocon Image video
330786 -        controller.......................... 041210, ref SDS 22 623O
330788 -         ..
330789 -    9.  Called Dell to follow up on
330790 -        action item set on 041210
330791 -        under prior case number
330792 -        85476184............................ 041213, ref SDS 23 JL5N
330794 -         ..
330795 -   10.  Dell support staff advised that
330796 -        cascading I/O performance problems
330797 -        caused by failure to install
330798 -        device drivers for display
330799 -        adapters to configure Silocon
330800 -        Image video controller.............. 041213, ref SDS 23 WM5F
330802 -         ..
330803 -   11.  Dell customer support technician,
330804 -        Sevy, reported research among
330805 -        colleagues indicates device
330806 -        driver for Silocon Image video
330807 -        controller is installed with
330808 -        driver for Intel chipset............ 041213, ref SDS 23 WT4H
330810 -         ..
330811 -   12.  Sevy further reported cascading
330812 -        Device Manager problems could
330813 -        result from failure on 041118,
330814 -        again on 041129, and later on
330815 -        041210 to install device drivers
330816 -        in a particular order, therefore
330817 -        recovery requires formatting
330818 -        the disk and installing
330819 -        Windows XP again.................... 041213, ref SDS 23 4W4K
330821 -         ..
330822 -   13.  Formatted partition for OS and
330823 -        installed Windows XP again on
330824 -        c14................................. 041213, ref SDS 23 M164
330826 -         ..
330827 -   14.  Dell submitted letter with the
330828 -        order for installing device
330829 -        drivers, and which conflicted
330830 -        with listing on Dell Resources
330831 -        CD which were resolved by
330832 -        following Sevy's list received
330833 -        on.................................. 041213, ref SDS 23 PS5V
330835 -         ..
330836 -   15.  Device Manager shows all
330837 -        prior errors resolved by
330838 -        following Dell guidance,
330839 -        except display adapter
330840 -        devices for Silocon Image
330841 -        video controller are
330842 -        disabled............................ 041213, ref SDS 23 VX4L
330844 -         ..
330845 -   16.  Dell letter submitted by
330846 -        Frank with link to download
330847 -        device driver for Silocon
330848 -        Image video controller.............. 041215, ref SDS 24 GY5N
330850 -         ..
330851 -   17.  Device driver for Silocon Image
330852 -        video controller 1432KA01.EXE
330853 -        received from Dell via email
330854 -        from Frank.......................... 041217, ref SDS 25 PA6L
330856 -         ..
330857 -   18.  Installation failed returning
330858 -        error message "An internal
330859 -        software error occurred" and
330860 -        Device Manager says display
330861 -        adapter device is
330862 -        disabled............................ 041217, ref SDS 25 OS5G,
330864 -         ..
330865 -   19.  Reported results to Dell............ 041217, ref SDS 25 IN9K
330867 -         ..
330868 -   20.  Dell recommended installing
330869 -        ATI device drivers to configure
330870 -        Silocon Image video controller;
330871 -        this was tried, and failed,
330872 -        Dell then recommended removing device
330873 -        drivers for display adapters, and
330874 -        after discussion this was done
330875 -        causing further errors in the
330876 -        Device Manager...................... 041217, ref SDS 25 HJ33
330878 -         ..
330879 -   21.  Dell customer support technician
330880 -        asked for model number on Silocon
330881 -        Image video controller, and after
330882 -        performing research reported
330883 -        there is not enough knowledge for
330884 -        configuring this device, and
330885 -        planned to notify Frank in a
330886 -        letter.............................. 041217, ref SDS 25 714H
330888 -         ..
330889 -   22.  After calling Dell, tried again
330890 -        to install device driver for Silocon
330891 -        Image video controller identified
330892 -        in readme.txt was installed by
330893 -        executing downloaded Dell file...
330894 -
330895 -           1432KA01.EXE
330896 -
330897 -        ...which created dirctory...
330898 -
330899 -           i:\dell\drivers\r86247
330900 -
330901 -        ...with device configuration
330902 -        file...
330903 -
330904 -           i:\dell\drivers\r86247\iahmnt5.inf
330905 -
330906 -        ...resulting from failed attempt to
330907 -        install the device driver........... 041217, ref SDS 25 I541
330909 -         ..
330910 -   23.  Letter to Dell reported results
330911 -        suggesting software defect in
330912 -        display adapter device driver
330913 -        setup code, and requested
330914 -        additional guidance................. 041217, ref SDS 25 1D3O
330916 -         ..
330917 -   24.  Dell responds with link to
330918 -        updated device driver for
330919 -        Intel chipset utilities and
330920 -        includes the same driver for
330921 -        display adapter Silocon Image
330922 -        video controller that was
330923 -        submitted previously on 041215
330924 -        and failed to install on
330925 -        041217.............................. 041222, ref SDS 26 JA5N
330927 -         ..
330928 -   25.  Letter to Dell reported results
330929 -        and requested additional
330930 -        guidance............................ 041222, ref SDS 26 KE8O
330932 -         ..
330933 -   26.  Dell proposes replacing the
330934 -        video controller.................... 050107, ref SDS 28 DT6I
330936 -         ..
330937 -   27.  Dell installs replacement
330938 -        Silocon Image video controller
330939 -        device driver fails to
330940 -        install............................. 050114, ref SDS 29 T14A
330942 -         ..
330943 -   28.  Letter to Dell reported results
330944 -        and requested additional
330945 -        guidance............................ 050114, ref SDS 29 HO8M
330947 -         ..
330948 -   29.  Dell installed replacement
330949 -        motherboard, device driver
330950 -        for Silocon Image video
330951 -        controller fails to
330952 -        install............................. 050118, ref SDS 30 N64G
330954 -         ..
330955 -   30.  Letter to Dell reported results
330956 -        and requested additional
330957 -        guidance............................ 050114, ref SDS 30 9I6N
330959 -         ..
330960 -   31.  Dell suspects display adapter
330961 -        device driver configuration
330962 -        problem is caused by software
330963 -        defects, reported previously
330964 -        in a letter to Dell on 041217,
330965 -        ref SDS 25 F14V, proposes
330966 -        installing XP operating system
330967 -        again, or replacing CPU; decide
330968 -        to first try replacing Silocon
330969 -        Image video controller with ATI
330970 -        controller.......................... 050120, ref SDS 31 3W8F
330972 -         ..
330973 -   32.  Parts received from Dell to
330974 -        try ATI video card, installation
330975 -        failed to clear device driver
330976 -        errors.............................. 050125, ref SDS 32 F64P
330978 -         ..
330979 -   33.  Dell ordered replacement CPU........ 050126, ref SDS 33 0001
330981 -         ..
330982 -   34.  CPU replacement received,
330983 -        examination shows Silocon
330984 -        Image video controller
330985 -        configured by factory using....
330986 -
330987 -           i: windows system32 drivers ianlmnt5.sys
330988 -
330989 -        ...has no errors in Device
330990 -        Manager and that display
330991 -        adapter is enabled................... 050128, ref SDS 34 XY88
330993 -         ..
330994 -   35.  Test replacement CPU configured
330995 -        correctly at factory shows reduced
330996 -        productivity due to slow I/O
330997 -        responsiveness endemic to new
330998 -        improved computer operating
330999 -        system that may not be
331000 -        correctable.......................... 050128, ref SDS 34 Z36N
331002 -         ..
331003 -   36.  Examination Device Manager on
331004 -        replacement CPU showed driver
331005 -        for display adapter enabled and
331006 -        working correctly is
331007 -        ianlmnt5.sys similar to file
331008 -        in Dell's readme.txt file
331009 -        reviewed on 041217................... 050128, ref SDS 34 XY88
331011 -         ..
331012 -   37.  Planning considers options
331013 -        whether to keep or return
331014 -        replacement CPU for fixing
331015 -        computer c14......................... 050128, ref SDS 34 XY88
331017 -         ..
331018 -   38.  Successfully configured existing
331019 -        CPU display adapter device driver
331020 -        for Silocon Image video controller
331021 -        by running Windows XP Repair, then
331022 -        manually installing device driver
331023 -        and point to correct directory
331024 -        location for ini and sys files....... 050130, ref SDS 0 5K6G
331026 -         ..
331027 -   39.  Discovered possible defect in Dell
331028 -        software for setup.exe to configure
331029 -        device driver for Silocon Image
331030 -        video controller confirming
331031 -        analysis by Dell on 050120,
331032 -        following prior notice
331033 -        on 041217............................ 050130, ref SDS 0 4S5O
331035 -         ..
331036 -   40.  Discovered differences in
331037 -        Windows XP behavior that
331038 -        increase time for configuring
331039 -        computer with custom organization
331040 -        to support working "intelligently"
331041 -        with a paperless office
331042 -        metaphor............................. 050204, ref SDS 36 GH8M
331043 -
331044 -
331045 -
331046 -
331047 -
331048 -
331049 -
331050 -
3311 -

SUBJECTS
Device Driver Silocon Image DVI 128 MB Video Controller Install with
Dell Computer Configure Low Cost Design Standard Information Technol

3604 -
360501 -  ..
360502 - Lessons Learned from Case Study Configuring Dell Computer
360503 - Root Cause Analysis Yields Lessons Learned from Complex History
360504 -
360505 - Follow up ref SDS 23 LQ5J.
360506 -
360507 - On 041215 Frank requested feedback on lessons learned from working
360508 - with Dell. ref SDS 24 1J78  This fits the model using technology for
360509 - continual learning from work history, called out by the Tofflers,
360510 - reviewed on 950911, ref SDS 1 2222, and supported by Engelbart's ideas
360511 - on continual improvement using an ABC model, where "C" activity drives
360512 - an intelligence process that improves the work, reviewed on 991222.
360513 - ref SDS 8 C742
360514 -
360515 -            [On 050203 submitted this record showing lessons learned to
360516 -            Dell, per Frank's request. ref SDS 35 FF8T
360518 -  ..
360519 - Root cause analysis from case study, ref SDS 0 BQ63, yields following
360520 - lessons learned....
360521 -
360522 -    1.  Dell Resources CD files and downloads to install device driver
360523 -        for Silocon Image video graphics controller fail and corrupt
360524 -        the Device Manager due to software defects. ref SDS 0 4S5O
360526 -         ..
360527 -        Basic defect seems to be that setup.exe is looking in directory
360528 -        ....\R86247\win2000\win2000 for configuration files, and should
360529 -        look in directory ....\R86247\win2000 -- per above. ref SDS 0
360530 -        WM8L
360532 -         ..
360533 -    2.  Until setup.exe is corrected, use manual installation of device
360534 -        driver for display adapter Silocon Image video graphics
360535 -        controller and select the directory ...\R86247\win2000 for ini
360536 -        and sys files. ref SDS 0 RM6H
360538 -         ..
360539 -    3.  Dell has excellent customer support and recovery procedures for
360540 -        solving problems with standard information technology (IT)
360541 -        popular in the market place despite inevitable variance in
360542 -        skill and determination among support representatives to solve
360543 -        customer problems -- compare experience on 041213, ref SDS 0
360544 -        EM9I, with experience later on 041217. ref SDS 0 YE5S
360546 -         ..
360547 -    4.  Economics of customer support cause cursory analysis that
360548 -        drives up the cost of recovery from software defects, shown by
360549 -        case study. ref SDS 0 BQ63  However, low frequency of software
360550 -        defects may not justify investing to apply more time and
360551 -        expertise to assist customers beyond current standard
360552 -        procedures.
360554 -         ..
360555 -        Dell may have expertise for configuring computer operating
360556 -        systems to work efficiently with multiple partitions, but needs
360557 -        better communication across departments to support customers on
360558 -        improving productivity.
360560 -         ..
360561 -    5.  Wicked problems can be solved with good management to "connect
360562 -        the dots" that reveal causation by adding intelligence to
360563 -        information, explained in POIMS, ref OF 6 3I8M, and illustrated
360564 -        by case studies for root cause analysis on.....
360565 -
360566 -             Computer configuration.......... 050130, ref SDS 0 GX6H
360567 -             Cancer treatment................ 040517, ref SDS 17 VM6K
360568 -             Transformation in aerospace..... 040102, ref SDS 16 UO6T
360569 -             IBM quest for productivity...... 020608, ref SDS 14 QV5G
360570 -             KM elusive...................... 011003, ref SDS 13 SP6G
360571 -             Miracle on Market Street........ 981027, ref SDS 5 7315
360572 -             Quandry on Snake river.......... 990316, ref SDS 6 4752
360574 -         ..
360575 -        Root cause analysis was considered on 040905 for application at
360576 -        Boeing. ref SDS 18 K46N  Solving difficult, "wicked problems"
360577 -        with analysis by writing things down and linking them up (i.e.,
360578 -        "connect the dots") was reviewed on 041106, ref SDS 19 0J4V
360580 -         ..
360581 -    6.  Market forces discourage using computers for good management,
360582 -        defined in POIMS. ref OF 4 1X6G
360584 -         ..
360585 -        Configuring computers for "intelligence support" defined in
360586 -        NWO, ref OF 7 A56M, is limited by time and cost of system
360587 -        configuration, shown by the case study, per above, ref SDS 0
360588 -        GX6H, including additional experience reported later on 020504.
360589 -        ref SDS 36 GH8M
360591 -         ..
360592 -        Vendors can distribute the cost to solve installation problems
360593 -        endemic to expanding complexity of information technology (IT)
360594 -        shown in the case study.  Talented, experienced engineers and
360595 -        technicians can invest weeks and months to achieve a stable
360596 -        configuration.  Then a master image can be created and copied
360597 -        to thousands, even millions of computers. to achieve a uniform
360598 -        configuration for all customers at low cost.  Earnings from
360599 -        selling low cost complex computers are then invested to
360600 -        increase complexity of technology, which in turn further
360601 -        reduces the ability of customers to customize tools for
360602 -        productivity.
360604 -         ..
360605 -        Experience working with Dell beginning on 041118 shows that
360606 -        configuring computers to use good management by "working
360607 -        intelligently," set out in POIMS, ref OF 4 1X6G, conflicts with
360608 -        powerful cultural forces, cited previously at Intel on 990527.
360609 -        ref SDS 7 1233  Vendors provide high performance computers with
360610 -        good customer support for standardized information technology
360611 -        (IT) at low cost.  Wordprocessing, spreadsheets, Powerpoint,
360612 -        games, email and the Internet are the most popular uses for
360613 -        computers identified during a meeting at Intel on 950927.
360614 -        ref SDS 2 Z458 On 970222 Bill Gates concurred that computers
360615 -        have a narrow range of popular use, and Larry Ellison noted
360616 -        that computer power can be more usefully deployed, but could
360617 -        not describe how computers can leverage the power of knowledge.
360618 -        ref SDS 3 8849 On 970603 Intel planned to make computers better
360619 -        suited for playing games in order to maintain market share,
360620 -        ref SDS 4 4486, as price competition turns computer sales into
360621 -        a comodity. ref SDS 4 7499 Similarly, on 001130 IBM could not
360622 -        define a role for knowledge management (KM) that its flagship
360623 -        software, Lotus Notes, could support. ref SDS 10 F26K  In the
360624 -        wake of IBM's failure to make computers more productive, Dell,
360625 -        Microsoft, and Intel have succeeded by delivering low cost
360626 -        graphics technology for games. Experience over the past three
360627 -        (3) months configuring computer graphics indicates the formula
360628 -        for market success selling low cost computers for playing
360629 -        games, does not yield computers for working productively on the
360630 -        job, ref SDS 0 WF6I, because organizations base decisions on
360631 -        low cost, and then force employees to use those computers, as
360632 -        delivered, rather than discover how to use computers for
360633 -        working intelligently. see Sean O'Keefe, Chief Administrator
360634 -        for NASA, testifying about cultural conformity before Congress
360635 -        on 030826. ref SDS 15 8K4G
360637 -         ..
360638 -    7.  Transformation from information technology (IT) to a culture of
360639 -        knowledge for saving lives, time, and money, defined in POIMS,
360640 -        ref OF 5 5820, requires delivering "intelligence" support, as
360641 -        set out in the ASB for Boeing, in standard computer systems
360642 -        people receive from the factory, similar to the case study on
360643 -        adding software for mathematics to the Apple computer, reviewed
360644 -        recently on 041228. ref SDS 27 3V6N
360645 -
360646 -
360647 -
360648 -
360649 -
360650 -
360651 -
360652 -
360653 -
360654 -
360655 -
360656 -
360657 -
360658 -
3607 -