CONTACTS 
0201 - Dell Computer Corporation                                                                                                                                          O-00000056 0611
020101 - Ms. Severeen Krenz                                                                                                                                               O-00000056 0611
020102 - Technical Support Specialist
020104 - Technical Support Department
020105 - Resolution Expert Center, Americas Client Services                                                                                                               O-00000056 0611

SUBJECTS
Windows XP Operating System C14 Beginning to Fail Boot Sequence Fail

0803 -
0803 -    ..
0804 - Summary/Objective
0805 -
080501 - Follow up ref SDS 2 JL77.
080502 -
080503 -
080504 -
080505 -
080507 -  ..
0806 -
0807 -
0808 - Problem
0809 -
080901 - Windows XP Operating System Failing to Complete Boot Sequence on C14
080902 -
080904 -  ..
080905 - Over the past few months Windows XP on c14 has had problems completing
080906 - the boot sequence.
080908 -  ..
080909 - The desktop icons do not completely display, and the program icons in
080910 - the system tray do not display at all.
080911 -
080912 -            [...Dell assistance, ref SDS 0 FK58, running Windows XP
080913 -            chkdsk /r to "repair" the operating system, seems to have
080914 -            solved this problem, ref SDS 0 FK8R, and caused 2 new
080915 -            problems (1) the computer does not boot properly,
080916 -            ref SDS 0 4Y6I, and the display adapter drivers were
080917 -            corrupted. ref SDS 0 F45N
080919 -  ..
080920 - Up to now, recovery has been by using Ctrl Alt Del to display the
080921 - Task Manager, and then selecting Shut Down.
080923 -  ..
080924 - Shut Down displays two programs that are apparently going through the
080925 - install process, and so not responding...
080926 -
080927 -        a.  _cls_pccguide
080928 -        b.  explorer.exe
080930 -  ..
080931 - Using the manual tools to end these applications, allows the
080932 - operating system to complete shutdown.
080934 -  ..
080935 - Powering up the program, then results in the applications displaying
080936 - correctly on the desktop, and in the system tray, and the program
080937 - seems to run normally.
080939 -  ..
080940 - Today, conditions seem to have worsened.  Had to go through the boot
080941 - sequence at least twice, and possibly a third time before the system
080942 - could be used.
080943 -
080944 -      [...discussion with Dell technical support advises that Windows
080945 -      XP becomes increasingly "glitchy" and should be installed clean
080946 -      before a complete failure causes loss of data. ref SDS 0 HX5M
080947 -
080949 -  ..
0810 -
0811 -
0812 - 0748
0813 -
081301 - Called Gary at Boeing.
081302 -
081303 - Gary explained experience showing boot difficulties reported for c14
081304 - preceeded total failure of the operating system on his computer, and
081305 - having to install the operating system again.
081307 -  ..
081308 - He suggested first trying "Repair" option.
081309 -
081310 -
081311 -
0814 -

SUBJECTS
Repair Windows XP Operating System Beginning to Fail Boot Sequence F

1703 -
1704 - 0812
170501 -  ..
170502 - Repair Windows XP Operating System
170503 -
170505 -  ..
170506 - Background on using Windows repair is reported in the record on
170507 - 041210. ref SDS 2 JL77
170509 -  ..
170510 - Need system key listed on
170512 -  ..
170513 - It appears that the current configuration was performed on 050204.
170514 - ref SDS 5 ZO61
170516 -  ..
170517 - Product Key listed on 050128. ref SDS 3 PD3K
170518 -
170519 -        [...turns out do not need product key. ref SDS 0 FK5N
170520 -
170522 -  ..
1706 -
1707 -
1708 - 0938
1709 -
170901 - Called Dell.
170902 -
170903 - Talked to Jackie #339530.
170904 -
170905 -            US_ACS_TEAM_1@dell.com
170907 -      ..
170908 -     [On 070601 ID in Jackie's letter does not match the ID received
170909 -     during the call. ref SDS 6 SR5N
170911 -      ..
170912 -     [On 070601 case number for this transaction was received from
170913 -     Dell. ref SDS 6 9Q5W
170915 -  ..
170916 - Jackie asked for an explanation of the problem.  Read the record
170917 - above. ref SDS 0 GX5I
170919 -  ..
170920 - We wound up following steps for Windows XP "repair" listed in the
170921 - record on 041210. ref SDS 2 JL77
170923 -  ..
170924 - This method does not require a product key.
170926 -  ..
170927 - Critical step is using Windows XP code on the CD from Dell delivered
170928 - with the computer, rather than the code copied from the CD to the
170929 - system hard drive, and further pressing F12 immediately when the Dell
170930 - splash screen appears. ref SDS 2 J65H
170932 -  ..
170933 - Explanation on 041210 sounds like you get to a "Repair" option on the
170934 - screen and select it. ref SDS 2 IH62
170936 -  ..
170937 - Actually, I don't know what we did this morning.  We eventually got to
170938 - a prompt and entered a command...
170939 -
170940 -        i:\windows>chkdsk /r
170941 -
170942 - ...or something like that.
170944 -  ..
170945 - Jackie indicated the repair program would take about an hour to run.
170946 - She plans to call back and discuss results.
170948 -  ..
170949 - Since we are going out for a few hours, Jackie will call back at 1600
170950 - her time in Alabama, which is 1400 our time.
170951 -
170953 -  ..
1710 -
1711 -
1712 - 1025
1713 -
171301 - Chkdsk /r process completed without errors.
171302 -
171303 - Typed exit at the prompt, and the Windows boot process executed.
171305 -  ..
171306 - The system came up normally, rather than encouter the problem, per
171307 - above. ref SDS 0 GX5I
171309 -  ..
171310 - Shutdown and booted the computer.
171312 -  ..
171313 - There are two continuing problems...
171314 -
171315 -
171316 -
1714 -

SUBJECTS
Repair Windows XP Caused Boot Sequence Failure Boot.ini User Log In

3003 -
300401 -         ..
300402 -        Boot Sequence Interrupted After Running Windows XP Repair
300403 -
300404 -
300405 -    1.  Rather than display the user log on screen for entering a
300406 -        password. the DOS screen is displayed for selecting...
300407 -
300408 -        a.  Windows Professional
300409 -        b.  Installation op
300411 -  ..
300412 - Selecting the Windows Professional option, and pressing Enter, the
300413 - program boots to the User log on screen.  Enter password, and the
300414 - program boots correctly the desktop, with icons displaying
300415 - immediately, indicating possible solution to primary problem, per
300416 - above. ref SDS 0 GX5I
300418 -         ..
300419 -        Printer Not Recognized by Windows XP During Boot Sequence
300420 -
300421 -
300422 -    2.  New hardware found
300423 -        HP Deskjet 895Cse
300425 -         ..
300426 -        Welcome to the Found New Hardware Wizard
300428 -  ..
300429 - Press Cancel, get following message lower right corner.
300430 -
300431 -            A problem occurred during new hardward installation; your
300432 -            new hardward may not work.
300434 -  ..
300435 - This message has been there for 2 years, and everything actually seems
300436 - to work, i.e., the printer works fine.
300437 -
300438 -            [...Jackie offered suggestions to solve the printer
300439 -            problem. ref SDS 0 NR5F
300440 -
300441 -
300443 -  ..
3005 -
3006 -
3007 - 1348
3008 -
300801 - Jackie called back.
300802 -
300803 - She suggested running diagnostics to evaluate the new problem of
300804 - interrupted boot sequence, per above. ref SDS 0 GW4H, caused by the
300805 - chkdsk /r "repair" solution, ref SDS 0 BH6N, that seems to have
300806 - cleared the icon display failure problem, ref SDS 0 GX5I,
300807 -
300808 -
300809 -
300810 -
3009 -

SUBJECTS
Hard Drive Failing Hal.dll Missing Corrupt After Repair Requires Buy

4403 -
440401 -  ..
440402 - Hard Drive May be Failing Requires Buying New Hardware from Dell
440403 - Chkdsk /r Repair Hal.dll Missing Corrupt Hard Drive Failing
440404 - Hal.dll Missing Corrupt After Repair Indicates Hard Drive Failing
440405 - Windows XP Failing Hal.dll Missing Corrupt Buy New Hard Drive From Dell
440406 -
440407 - Diagnostics suggested by Jackie resulted in displaying an error
440408 - warning...
440409 -
440410 -        Missing or corrupt hal.dll file.
440412 -  ..
440413 - Jackie said this message can mean that either or both the hard disk
440414 - and operating system are failing.
440416 -  ..
440417 - This seems to have occurred after running chkdsk /r "repair" program,
440418 - per above. ref SDS 0 BH72
440420 -  ..
440421 - Jackie said that Dell has two solutions...
440422 -
440423 -    1.  Replace the hard disk, which requires installing the operating
440424 -        system clean.
440425 -
440426 -        Jackie said she can facilitate transferring the call to the
440427 -        sales department to buy a new hard drive.
440429 -         ..
440430 -    2.  Installing the operating system clean to replace hal.dll.
440431 -
440432 -        Jackie said she cannot support installing the operating system.
440433 -        The customer has to call Dell and pay $100 for software
440434 -        support.
440436 -  ..
440437 - We discussed advantages to Dell increasing sales of hardware and
440438 - software support when hal.dll fails.  Jackie said we have lifetime
440439 - support for the computer, but not replacing parts, and that installing
440440 - the operating system is software which is outside her expertise.
440442 -  ..
440443 - Jackie said the only solution she knows is to reinstall the operating
440444 - system, because she does not know how to extract hal.dll from the
440445 - Windows XP CD which Dell provides with purchase of the computer.  She
440446 - said Dell will support this with purchase of software support that
440447 - costs $100.
440448 -
440449 -        [On 070625 installed Windows XP on c14, per Jackie's suggestion
440450 -        today. ref SDS 7 549M
440452 -  ..
440453 - Further discussed possibility of copying hal.dll from c15, since the
440454 - file seems to be working correctly on c15?
440456 -  ..
440457 - Research hal.dll shows...
440458 -
440459 -        Windows XP from Ato Z
440460 -        Windows XP Setup - Missing Hal.dll
440461 -        Error Message: Cannot Find \Windows\System32\hal.dll
440462 -
440463 -              http://www.kellys-korner-xp.com/xp_haldll_missing.htm
440465 -         ..
440466 -        HAL - Hardware Abstraction Layer
440467 -
440468 -        HAL is Microsoft's abbreviation for the Hardware Abstraction
440469 -        Layer, the technology and drivers that let the Windows NT,
440470 -        2000, and XP operating systems communicate with your PC's
440471 -        hardware. HAL is one of several features--along with the NT
440472 -        file system (NTFS) that replaced the much less secure
440473 -        MS-DOS--that make NT-based operating systems more secure and
440474 -        reliable than Windows 95, 98, and Me.
440476 -         ..
440477 -        HAL prevents applications from directly accessing your PC's
440478 -        system memory, CPU, or hardware devices (such as video and
440479 -        sound cards)--a method that can prevent many device conflicts
440480 -        and crashes. Unfortunately, HAL sometimes also slows or stops
440481 -        DOS games and programs, which need to load their own memory
440482 -        managers or control hardware directly for better performance.
440484 -         ..
440485 -        Regcure offers "free" correction to hal.dll problems.
440486 -
440487 -              http://windows-registry-repair.com/index.php?k=hal.dll
440489 -         ..
440490 -        Another Internet location says...
440491 -
440492 -              http://www.compphix.com/corrupthal.html
440494 -             ..
440495 -            If you get an error regarding a missing or corrupt hal.dll
440496 -            file, it might simply be the BOOT.INI file on the root of
440497 -            the C: drive that is misconfigured.
440499 -  ..
440500 - This seems to be the soluton that Jackie implemented today, per below.
440501 - ref SDS 0 YV95
440503 -  ..
440504 - Research on hal.dll continues...
440505 -
440506 -            Here's what to do:
440508 -             ..
440509 -            Insert and boot from your Windows XP CD.
440510 -            At the first R=Repair option, press the R key
440512 -             ..
440513 -            Press the number that corresponds to the correct location
440514 -            for the installation of Windows you want to repair.
440516 -             ..
440517 -            Typically this will be #1
440519 -             ..
440520 -            Type bootcfg /list to show the current entries in the
440521 -            BOOT.INI file
440523 -             ..
440524 -            Type bootcfg /rebuild to repair it
440526 -             ..
440527 -            Take out the CD ROM and type exit
440528 -
440529 -
440530 -
440531 -
440532 -
4406 -

SUBJECTS
Msconfig Fix Boot.ini Correct Boot Sequence Problem Caused by Repair

5903 -
590401 -  ..
590402 - Msconfig Fix Boot.ini Correct Boot Sequence Problem
590403 - Boot Sequence Configuration Msconfig Modify Boot.ini Corrects Problem
590404 -
590405 - To fix the new problem of interrupted boot sequence, per above,
590406 - ref SDS 0 GW4H, Jackie suggested trying to investigate the software
590407 - that manages the boot process.
590408 -
590409 -        Start
590410 -          Run
590411 -             msconfig
590413 -  ..
590414 - Open Boot.ini
590416 -  ..
590417 - This displayed an error message.  Jackie said to clear the error
590418 - message.
590420 -  ..
590421 - Booted the computer, and this cleared the boot problem without
590422 - installing the operating sytem or buying a new hard drive, initially
590423 - presented per above. ref SDS 0 Q43K
590425 -  ..
590426 - Thanked Jackie for good support.
590427 -
590428 -
590429 -
5905 -

SUBJECTS
Windows XP Gets Glitchy Fresh Installation Once Per Year Maintain Pe

6603 -
660401 -  ..
660402 - Windows XP Gets Glitchy Needs Fresh Installation Once Per Year
660403 -
660404 - Jackie noted that Windows XP gets glitchy and sluggish over time,
660405 - leading to eventual failure.  Removing and installing the operating
660406 - system (OS) program "clean," restores performance.  This requires
660407 - formatting the drive, and installing the entire Windows XP program
660408 - from scratch, including hardware drivers, other software, and data
660409 - files.  Jackie seemed to indicate that she installs XP several times a
660410 - year.  Based on this experience, she recommends that customers install
660411 - Windows XP "clean" at least once a year.
660413 -  ..
660414 - "Glitchy" seems like a good description of the problems experienced
660415 - the past few months with c14, per above. ref SDS 0 GX5I
660417 -  ..
660418 - Jackie does not recommend trying Microsoft Vista to replace XP at this
660419 - time.
660421 -  ..
660422 - Previously, on 000310 Windows 2000 was installed to solve growing
660423 - problems using Windows 98. ref SDS 1 4978
660424 -
660425 -         [...in another record today, received a letter from Dell where
660426 -         Jackie lists steps for installing the operating system.
660427 -         ref SDS 6 QS8Y
660429 -          ..
660430 -         [On 070625 removed Windows XP, formatted the drive, and
660431 -         installed the OS again; took about 2 days to configure the
660432 -         system. ref SDS 7 0001
660433 -
660434 -
660435 -
660436 -
660437 -
6605 -

SUBJECTS
Printer HP Scanjet Not Recognized Works Properly Display New Hardwar

7103 -
710401 -  ..
710402 - Printer New Hardware Found Resolution Suggestions
710403 -
710404 - Jackie suggested checking the device manager to investigate the
710405 - problem of the printer not being recognized and displaying a message
710406 - of new hardware found during the boot sequence, per above. ref SDS 0
710407 - XZ4F
710409 -  ..
710410 - The device manager shows no evident problems with the printer port.
710412 -  ..
710413 - Jackie suggested uninstalling the printer with the Control Panel, and
710414 - then disconnecting the printer.  Then booting the computer.  The
710415 - connect the printer and boot the printer again.  She will send
710416 - written instructions.
710417 -
710418 -         [...in another record today, received a letter from Dell where
710419 -         Jackie lists detailed steps for solving this problem.
710420 -         ref SDS 6 QS7Q
710421 -
710422 -
710423 -
7105 -

SUBJECTS
Display Adapters Device Drivers Intel 82915G/GV/910GL Express Chipse
C14 Boot Failure Icons Not Displaying Dell Correction Repair Chkdsk

8004 -
800501 -  ..
800502 - Display Video Adapters Drivers Failing Windows XP Device Manager
800503 -
800504 - While checking the device manager to investigate the printer problem,
800505 - noticed it shows problems with...
800506 -
800507 -      ! Intel 82915G/GV/91OGL Express Chipset Family
800508 -      ! Intel 82915G/GV/91OGL Express Chipset Family
800510 -  ..
800511 - This suggests that Dell's solution to fix the "glitchy" boot problem
800512 - called about initially this morning, per above, ref SDS 0 GX5I, by
800513 - running "repair," ref SDS 0 FK58,
800515 -  ..
800516 - Jackie said that as long as the computer is working properly, there is
800517 - no need to correct the problem of the device driver for the display
800518 - adatper.
800520 -  ..
800521 - The only thing this seems to effect is that the screen saver does not
800522 - work.
800524 -  ..
800525 - Research on 050130 shows problems with the video driver after running
800526 - Windows XP repair. ref SDS 4 5K6G, and that this could only be solved
800527 - with manual installation. ref SDS 4 MN3M
800528 -
800529 -         [...in another record today, received a letter from Dell where
800530 -         Jackie lists steps for installing the operating system.
800531 -         ref SDS 6 QS8Y
800532 -
800533 -
800534 -
800535 -
800536 -
800537 -
800538 -
800539 -
8006 -