CONTACTS 
0201 - Fry's Electronics Store #24
020101 - Mr. Petrus Steinmann; Manager
020103 - Service Department
0202 - Fry's Electronics Store #24
020201 - Mr. Joe Clare; Manager
020203 - Executive Office
020204 - Mr.  FirstName
0203 - Fry's Electronics Store #24
020301 - Mr. Ryan Duldulao
020302 - Service Technician
020304 - Service Department

SUBJECTS
Personal Computer PC Notebook Intel 64-bit Microprocessor Microsoft

0503 -
0503 -    ..
0504 - Summary/Objective
0505 -
050501 - Follow up ref SDS 23 0000. ref SDS 22 0000.
050502 -
050503 -
050504 -
050505 -
050506 -
050507 -
050509 -  ..
0506 -
0507 -
0508 - Background
0509 -
050901 - On 090623 1648 purchased HP HDX 18T Q9300 computer from HP based on
050902 - representation that the computer can be configured with Windows XP as
050903 - primary operating system, install Windows 7 as a dual boot OS.
050904 - ref SDS 11 F43F  The next day on 090624 0858 this was confirmed by
050905 - Carrie in the HP Sales Department. ref SDS 12 R85L
050907 -  ..
050908 - Computer was received on 090702 1642, ref SDS 15 ON8O, and was
050909 - delivered to Fry's for configuration later that day on 090702 1812.
050910 - ref SDS 16 2N8H, as agreed with Petrus, the Service Manager, on 090623
050911 - 0915 and at 1607. ref SDS 10 0274
050913 -  ..
050914 - Configuration requirements were presented to Fry's on 090702 1828.
050915 - ref SDS 16 IP8J
050917 -  ..
050918 - On 090708 HP disclosed they have a video showing how to replace Vista
050919 - by installing Windows XP on the HDX 18t 64-bit computer. ref SDS 19
050920 - 7S8M  The video does not explain how to avoid the blue screen error
050921 - that has been stopping installation of XP on the HDX 18t 64-bit
050922 - computer. ref SDS 19 OE4M
050924 -  ..
050925 - On 090709 2020 Ryan explained Fry's has continuing problems installing
050926 - XP to replace Vista, ref SDS 21 TF9O, contrary to representations by
050927 - HP sales reps on 090623, and on 090624 0858. ref SDS. ref SDS 11 R85L
050929 -  ..
050930 - This morning in another record, called other vendors, and was
050931 - eventually told by Wendy in the HP Business Sales Department that only
050932 - Microsoft can support installing the OS in the manner required by the
050933 - customer. ref SDS 22 8098
050935 -  ..
050936 - Called Microsoft on 090710 1123, ref SDS 23 R18A, and arranged for
050937 - technical support this afternoon at Fry's to configure c16 installing
050938 - Microsoft Windows XP Pro SP2 as primary operatig system (OS) for c16.
050939 - ref SDS 23 3S4P
050940 -
050941 -
050942 -
050944 -  ..
0510 -
0511 -
0512 - Progress
0513 -
051301 - Visited Ryan at Fry's.
051302 -
051303 - Initially, Ryan was helping another customer.
051304 -
051306 -  ..
0514 -
0515 -
0516 - 1729
0517 -
051701 - Ryan finishes with the other customer.
051702 -
051703 - Ryan advised that he is using a Windows XP Pro SP2 setup CD, as called
051704 - out in research last night on 090709 2020, ref SDS 21 E46I; however,
051705 - he encountered a problem because there is not a way to load the Intel
051706 - drivers for the SATA hard drive during the Windows XP setup
051707 - operation.
051708 -
051709 -     [...below problem solved with input from Microsoft suggesting to
051710 -     copy Intel driver files for the SATA hard drive on a floppy disk
051711 -     and connect to the computer through the USB port. ref SDS 23 R54P
051713 -  ..
051714 - Discussed using Vista Business as a step to install Windows XP Pro SP2
051715 - for the primary operating system on c16, as shown by research last
051716 - night on 090709 2020, supports installing Windows XP to replace Vista.
051717 - ref SDS 21 TG9M
051719 -  ..
051720 - Ryan checked Fry's computer, and submitted a quotation of $300 to buy
051721 - Windows Vista Business from Fry's.
051722 -
051724 -  ..
0518 -
0519 -
0520 - 1733
0521 -
052101 - Called Mimi at Microsoft per planning with Braeden earlier today, on
052102 - 090710 1134. ref SDS 23 3S4P
052104 -  ..
052105 - Mimi assigned this matter...
052106 -
052107 -            Case number:  1106735130
052109 -  ..
052110 - Paid $79 charge with credit card, per agreement with Tom earlier today
052111 - on 090710 1134. ref SDS 23 3S4P
052112 -
052118 -     [On 090710 2218 received letter from Microsoft confirming credit
052119 -     card charged for technical support services. ref SDS 24 JW6H
052121 -  ..
052122 - Mimi transferred the call to Technical Support...
052123 -
052125 -  ..
0522 -
0523 -
0524 - 1739
052501 -  ..
052502 - On hold...
052503 -
052504 -
052506 -  ..
0526 -
0527 -
0528 - 1756
0529 -
052901 - Talked to Amol
052902 -
052903 - He is a Microsoft Windows XP Pro setup expert.
052905 -  ..
052906 - Presented background, per above. ref SDS 0 LR93
052908 -  ..
052909 - Amol said he can solve the problem Fry's has encountered preventing
052910 - installation of XP 32-bit on the HP HDX 18t 64-bit system.
052912 -  ..
052913 - Introduced Ryan, Fry's technical engineer.  Ryan took the call.
052915 -  ..
052916 - After discussion with Ryan, Amol escalated the problem to level 2
052917 - support.
052919 -  ..
052920 - On hold.
052921 -
052923 -  ..
0530 -
0531 -
0532 - 1824
0533 -
053301 - Amol back on line.  He got feedback from Microsoft Level-2 Technical
053302 - Support, so the call was not transferred.
053304 -  ..
053305 - Amol advised that Level-2 support recommends calling Intel drivers for
053306 - the SATA hard drive from an external floppy drive attached to the CPU
053307 - through a USB port.  During installation of XP, when the screen to
053308 - install RAID or SATA drivers appears, hit F6 to call SATA drivers so
053309 - that XP setup will recognize the hard drive, and not return the blue
053310 - screen error message.
053311 -
053312 -            [On 090710 2239 Amol confirms guidance on applying Intel
053313 -            software drivers for the SATA HDD on the HP HDX 18t
053314 -            notebook so that Microsoft XP setup will run correctly
053315 -            without the blue screen error. ref SDS 25 ZX5Y
053317 -             ..
053318 -            [On 090713 0043 letter to Microsoft and HP commending
053319 -            effective technical support. ref SDS 26 RS4V
053321 -             ..
053322 -            [On 101106 1329 Ryan reported XP setup ran on c17
053323 -            desktop without separate installation of device drivers
053324 -            for Sata hard drives that was required for XP setup on
053325 -            c16 last year; Sata drivers were either already on the
053326 -            hard drive, included with the BIOS, or possibly part of
053327 -            the Raid controller package. ref SDS 28 VN4O
053329 -             ..
053330 -            [On 101107 1340 Ryan confirmed that XP installed on c17 in
053331 -            less than an hour, rather than 2 weeks, and without
053332 -            connecting external CD drive to install device drivers for
053333 -            Sata disks, as required for c16 last year. ref SDS 29 I351
053335 -  ..
053336 - This explains how to implement guidance found on the Internet
053337 - yesterday, on 090709 0945 at 2215, ref SDS 21 E46I, and which Ryan had
053338 - difficulty, per above. ref SDS 23 0Z54
053340 -  ..
053341 - Asked Amol to send an email confirming guidance, and so we have a
053342 - direct
053344 -  ..
053345 - Amol will send an email, and he will keep the account open for further
053346 - support on this issue.
053347 -
053348 -            [On 090710 2239 received letter from Amol confirming
053349 -            guidance per above. ref SDS 25 CR6L
053350 -
053351 -            [On 090713 0043 letter to Microsoft and HP commending
053352 -            effective technical support. ref SDS 26 RS4V
053353 -
053354 -
053355 -
053356 -
053358 -  ..
0534 -
0535 -
0536 - 1841
0537 -
053701 - Install Intel Drivers SATA Hard Disks for XP to Run Setup
053702 -
053703 - Ryan trying Amol's recommendation.
053704 -
053705 -        1.  Download Intel drivers from the Internet for SATA hard
053706 -            drives installed on HDX 18t, per the record on 090623.
053707 -            ref SDS 11 0U4V, and store on a CD.
053709 -             ..
053710 -        2.  Copied files for SATA drivers on the CD to a floppy disk,
053711 -            per Amol above, ref SDS 0 R54P, in order to use both the CD
053712 -            ROM to run the XP setup code, and another floppy disk drive
053713 -            to apply drivers for the SATA hard disk.
053715 -             ..
053716 -            Note: if a computer has two CD ROM drives, might be
053717 -            possible to use the 2nd CD ROM drive instead of a floppy
053718 -            disk driver, but not sure.  May not be possible, because if
053719 -            it was, could have just as easily used an external CD ROM
053720 -            drive connected to a USB port, so there may be something
053721 -            that requires using a floppy drive rather than a CD ROM
053722 -            drive for the 2nd source of setup files.
053724 -             ..
053725 -        3.  Connected external floppy disk drive to a USB port on c16,
053726 -            the HP HDX 18t.
053728 -             ..
053729 -        4.  Windows XP setup CD install to CD ROM drive.
053731 -             ..
053732 -        5.  Power up the computer.
053734 -             ..
053735 -            BIOS was previously configured to boot from the CD ROM
053736 -            drive, and so ran Windows XP setup, reported on 090705.
053737 -            ref SDS 17 PPXU
053739 -             ..
053740 -        6.  Windows XP setup displays messages on the bottom of the
053741 -            screen while files are being copied.
053743 -             ..
053744 -        7.  SATA drivers are requested as a message during Windows XP
053745 -            setup.
053747 -             ..
053748 -        8.  F6 press quickly when the SATA driver request message
053749 -            appears; requires watching and being prepared to hit F6
053750 -            when the message flashes on the screen.
053752 -             ..
053753 -        9.  XP setup then checks for drivers on the floppy disk drive,
053754 -            and displays a list of about 16 Intel software drivers for
053755 -            various SATA hard disks.
053757 -  ..
053758 - This is the first change in the setup op achieved in 5 days, i.e.,
053759 - getting the list of drivers to select for the SATA hard drives.
053761 -  ..
053762 - The first driver Ryan selected from the Intel list was not effective.
053763 - Windows setup failed again with the same error message, reported on
053764 - 090705. ref SDS 17 PPXU  Very discouraging.
053766 -  ..
053767 - Rayn started over running Windows XP setup again, and fortunately the
053768 - 2nd driver was successful.
053769 -
053770 -            [On 090713 0043 letter to Microsoft and HP commending
053771 -            effective technical support. ref SDS 26 RS4V
053772 -
053774 -  ..
053775 - XP Setup Passed Blue Screen Error and Successfully Installed
053776 -
053777 - Windows XP continued the installation op using a CD for Windows XP
053778 - setup that includes SP2.
053780 -  ..
053781 - The record is not clear how to create an installation setup CD for
053782 - Windows XP pro with SP2.  This is something Fry's has done, as
053783 - originally discussed with Petrus on 090623. ref SDS 10 0274
053785 -  ..
053786 - Possibly all XP pro products purchased on the open market at this time
053787 - come with setup disks that have SP2.  C15, Fujitsu notebook has
053788 - Windows XP Pro with SP2, reported on 050913 1936. ref SDS 3 FE3H and
053789 - listing the record on procurement earlier the same day. 050913 1105.
053790 - ref SDS 2 FO4O
053792 -  ..
053793 - Ryan is now able to partition the hard drive and format with NTFS
053794 - using Windows XP setup procedures, and in accordance with the work
053795 - plan submitted on 090617 0859, ref SDS 5 Q66G, and discussed with Ryan
053796 - when the HP HDX 18t notebook computer was delivered to Fry's on 090702
053797 - 1828. ref SDS 16 5A8Y
053799 -  ..
053800 - The drive was formatted initially connected to another computer in
053801 - order to remove any control data that could be forcing use of Vista
053802 - and prevent configuring with Windows XP 32-bit operating system,
053803 - reported on 090708 1540. ref SDS 20 IR5L
053805 -  ..
053806 - At this time he is only working with the primary hard drive.  The
053807 - second drive is not in the computer in order to simplify initial
053808 - configuration.
053810 -  ..
053811 - He took a break to help another customer.
053812 -
053814 -  ..
0539 -
0540 -
0541 - 1941
0542 -
054201 - Ryan continues partitioning hard drive.
054202 -
054204 -  ..
0543 -
0544 -
0545 - 1947
0546 -
054601 - Formatting c and i for installing XP.
054602 -
054603 - This seemed to take less than a few minutes to format c and i, a total
054604 - of 100 GB, and then XP setup began copying files to the formatted hard
054605 - drive.
054607 -  ..
054608 - Ryan helping other customers.
054609 -
054610 -
054612 -  ..
0547 -
0548 -
0549 - 2013
0550 -
055001 - Joe Clare, Fry's Manager for the Concord Store, discussed the customer
055002 - collaborating with the Service Technician on configuring c16, as
055003 - planned on 090705 1545. ref SDS 17 RV3H  Joe was aware that Fry's has
055004 - been working on a difficult computer configuration problem the past
055005 - few weeks.  Rather than tell the customer to leave the Service Area,
055006 - he told another Service Technician to guard against theft and breach
055007 - of confidentialty, cited by another Service Technician as risks of
055008 - collaboration, reported on 090708 1540. ref SDS 20 JL4M
055010 -  ..
055011 - Met with Joe briefly in his office adjacent to the Service Department
055012 - at the front of the store.
055014 -  ..
055015 - Commended Joe for supporting Fry's Serivce Department solving
055016 - difficult problems making computers productive in a world of growing
055017 - complexity.  Credited Petrus Steinman for strong leadership managing
055018 - the Service Department, and selecting Ryan to accomplish Fry's
055019 - commitment on upgrading 64-bit technology to run tools that save
055020 - lives, time, and money, reported on 090623 0915. ref SDS 10 0274
055022 -  ..
055023 - Strongly commended Ryan Duldulao for skill, ingenuity, and persistence
055024 - creating an innovation today that solved difficult problems, per
055025 - above, ref SDS 0 486N, and which industry experts said cannot be
055026 - solved, reported on 090706 1028, ref SDS 18 NH3M  This was achieved
055027 - despite failure of the manufacturer to provide technical support,
055028 - reported on 090708 1109, ref SDS 19 PQ9R, and again yesterday on
055029 - 090709 2020. ref SDS 21 VM6O
055031 -  ..
055032 - Joe was pleased to hear that Ryan made a breakthrough this evening
055033 - configuring the HP HDX 18t computer to meet requirements for making
055034 - 64-bit technology productive.
055036 -  ..
055037 - Thanked Joe for support the customer/vendor partnership collaborating
055038 - to save time and money getting things done, as planned on 090705 1545.
055039 - ref SDS 17 RV3H
055040 -
055041 -        [On 090906 1313 commend Fry's for outstanding work on c16, with
055042 -        letter to Randy Fry using Direct Connect, ref SDS 27 VG5J, and
055043 -        cite Ryan, Petrus, Joe, and Lan. ref SDS 27 ZW4N
055044 -
055045 -
055046 -
055048 -  ..
0551 -
0552 -
0553 - 2109
0554 -
055401 - Ryan continues installing XP on c16.
055402 -
055403 - Need user name.
055405 -  ..
055406 - Ryan helping another customer having significant problems with a
055407 - computer.  The customer demanded to speak with the store manager, so
055408 - Ryan faciliated the meeting.  The customer commended Ryan's work
055409 - verifying the computer he purchased from Fry's was somehow defective.
055411 -  ..
055412 - There was a long discussion between the customer, and Fry's store
055413 - manager, that included consideration to return the PC and purchase an
055414 - Apple computer.  This was tangentially related to acquisition of c16,
055415 - because until Microsoft Technical Support agreed today, per above,
055416 - ref SDS 0 0457, to solve problems configuring c16, which Fry's and HP
055417 - previously could not solve, the only option after 2 weeks of effort
055418 - was to return a perfectly good computer to HP, for failure to meet
055419 - customer requirements and HP commitments on 090623 as terms of sale.
055420 - ref SDS 11 OE4J
055422 -  ..
055423 - While Ryan was meeting with the other customer and the store manager,
055424 - went ahead and entered setup information for configuring Windows XP on
055425 - c16.
055426 -
055440 -  ..
055441 - C16 was identified for Windows XP network...
055442 -
055447 -
055448 -
055450 -  ..
0555 -
0556 -
0557 - 2136
0558 -
055801 - Ryan finished with the other customer.
055811 -  ..
055812 - After XP 32-bit setup completed, removed the CD from the port and XP
055813 - booted successfully.
055815 -  ..
055816 - This was a relief, because research on 090708 using the Internet
055817 - yielded reports that even after getting Windows XP setup to run, some
055818 - customers had problems getting XP to launch correctly after installing
055819 - files and doing initial setup, and then removing the CD from the port.
055820 - ref SDS 20 DH5H
055821 -
055823 -  ..
055824 - Device Manager Everything Marked Yellow Incorrect Software Drivers
055825 -
055826 - The Device Manager lists about 130 separate divices installed on the
055827 - HP HDX 18t notebook computer and which require software drivers to
055828 - work with the XP operating system.
055830 -  ..
055831 - After initial installation of Windows XP on c16, all of these 130
055832 - devices listed in the Device Manager are marked yellow, indicating
055833 - none of the drivers shipped with Microsoft Windows XP 32-bit operating
055834 - system can run devices on the HP HDX 18t 64-bit computer.
055836 -  ..
055837 - The record on 090708 1109 explaines HP drivers to run Windows XP on
055838 - the HDX 18t computer are available from HP. ref SDS 19 VO90
055840 -  ..
055841 - Ryan starts at 1500 tomorrow.  He will download drivers form HP for
055842 - c16, and install to clear device driver errors.
055844 -  ..
055845 - HP advice on 090708 says to obtain hardware drivers by connecting to
055846 - the Internet and then open Device Manager and view the hardware
055847 - component names.  Any hardware names that have a yellow exclamation
055848 - point on their icon, right-click the component name, and then click
055849 - Update Driver , to search for the appropriate driver. ref SDS 19 OE4M
055851 -  ..
055852 - This however requires having software device drivers for the computer
055853 - to connect to the Internet.
055855 -  ..
055856 - What might be done is to manually download and install the driver that
055857 - enables connecting to the Internet, then use the procedure explained
055858 - in HP's guidance, per above. ref SDS 19 YR7L
055860 -  ..
055861 - The next challenge will be configuring Windows 7 as a dual boot op.
055862 -
055863 -
055864 -
055865 -
055866 -
055867 -
055868 -
055869 -
055870 -
055871 -
055872 -
0559 -