CONTACTS 

SUBJECTS
C17 HP Work Order 97483577 for Case 7501750039 on 101220 Video Graph

0803 -
0803 -    ..
0804 - Summary/Objective
0805 -
080501 - Follow up ref SDS 16 0000, ref SDS 13 0000.
080502 -
080503 -
080504 -
080505 -
080507 -  ..
0806 -
0807 -
0808 - Progress
0809 -
080901 - Pat called this morning about 0830 and said he is on his way, and
080902 - will arrive in 20 minutes.  His schedule changed from yesterday, when
080903 - he called and set the meeting to 1100.
080905 -  ..
080906 - Purpose of meeting today is to perform work ordered by HP on 101220,
080907 - under case 7501750039, installing Radeon video graphics adapter in c17
080908 - with device drivers for Windows XP, and replace the NVIDIA adapter
080909 - that does not have device drivers for Windows XP, as explained in the
080910 - record on 101223 1415. ref SDS 16 MW8K  At that time on 101223, the
080911 - Radeon adapter received from HP to replace the NVIDEO adapter, turned
080912 - out to be defective. ref SDS 16 F634  The same day, a new part was
080913 - ordered, and received the next day on 101224 1619. ref SDS 17 A55H
080915 -  ..
080916 - Work transaction history...
080917 -
080918 -            C17 HP order H114355414............. 101021 0953, ref SDS 8 635Y
080919 -            Case 7501750039..................... 101215 1443, ref SDS 12 N640
080920 -            Radeon video adapter................ 101220 1555, ref SDS 13 JF5H
080921 -            Part 589754-ZH1..................... 101220 1555, ref SDS 13 PH4F
080922 -            HP order DVZ21801................... 101220 1555, ref SDS 13 PZ4G
080923 -            Site visit work order 82685765...... 101223 1415, ref SDS 16 DB82
080924 -            HP Order DXA048-01 rework........... 101223 1415, ref SDS 16 PG6F
080925 -            Radeon video adapter................ 101223 1415, ref SDS 16 PH4F
080926 -            Part 589754-ZH1..................... 101223 1415, ref SDS 16 PH4F
080927 -            Site visit work order 97483577...... 101228 0944, ref SDS 0 DB82
080929 -  ..
080930 - The work today therefore is "rework" - repeating what was done on
080931 - 101223 1415. ref SDS 16 MW8K
080933 -  ..
080934 - Before starting work, Pat requested signature on an HP form
080935 - authorizing him to open and modify computer c17, which is the same
080936 - form signed for work that failed on 101223 1415. ref SDS 16 DB78
080938 -  ..
080939 - Signed following HP document...
080940 -
080941 -    1.  HP Invent                                               page 1
080942 -
080943 -    2.  Leave with End User
080944 -        Work Order............................................. 97483577
080945 -        End User...............................................
080950 -         ..
080951 -    3.  Service Location (Residential).........................
080956 -         ..
080957 -    4.  Service Date........................................... Wed Dec 29 2010 1 :OOpm PST - 5:00pm PST
080958 -        Appointment Date....................................... Tue Dec 28 2010 @ 1 :OOpm - 5:00pm PST
080959 -        Service Pro............................................ Patrick M. (90429)
080961 -         ..
080962 -    5.  Custom Fields
080963 -        SR..................................................... HPCSO-DXA048
080964 -        ID..................................................... 875204
080965 -        PartShipDate........................................... 12/23/2010
080966 -        Tech:
080967 -        Other:
080969 -         ..
080970 -    6.  Work Description..................................................
080972 -         ..
080973 -    7.  H - HP Desktop Warranty Repair (No additional sales opportunities)
080975 -         ..
080976 -    8.  Carrier................................................ FEDEX
080977 -        Tracking #............................................. 794260753474
080978 -        Ship Date.............................................. 12/23/2010
080979 -        Estimated Delivery Date................................ 12/24/2010
080981 -         ..
080982 -    9.  Status/Notes:
080983 -        Status:................................................ Left FedEx original location
080985 -         ..
080986 -   10.  Service Type........................................... Standard Overnight
080987 -        Ship To................................................ CONCORD, CA 94518 US
080988 -        Parts.................................................. 589754-ZH1
080989 -        JAGUAR RV830XT RADEON HD 5570 2GB ATX
080991 -         ..
080992 -   11.  Information Technology:: PC Desktop :: Complete System ::
080993 -        Diagnose & Repair
080994 -        Operating system....................................... Other
080995 -        Model.................................................. XM559AV
080996 -        Serial Number(s)....................................... 2MD0440CCZ
080998 -         ..
080999 -   12.  TECH NOTES --
081000 -        - Drop-ship location for part (589754-ZH1):
081001 -        Parts shipped to EU's address
081002 -        - Diag Note............................................
081003 -
081004 -            Malfunctioning, *route to techid: 90429*
081005 -            *Route to onforce techid: 90429*  Tech called
081006 -            that the replacement video card does not work
081007 -            in basic mode in HDMI  Obtained customer information
081008 -            Will ship replacement video card CSO# DVZ218-01
081009 -
081010 -        - HP Reference #....................................... DXA048
081011 -        - Customer's expected ETA.............................. 12/29/2010 1 :00 PM - 5:00 PM
081013 -         ..
081014 -   13.  Additional Work Performed/Notes
081018 -         ..
081019 -   14.  Signatures
081021 -         ..
081022 -   15.  By signing below you acknowledge the satisfactory completion of
081023 -        the work listed above and verify the accuracy of the arrive and
081024 -        departure times.
081026 -         ..
081027 -   16.  Arrival Time........................................... 9:20am
081028 -        Departure Time........................................ 10:24am
081029 -
081032 -        Date................................................... 12-28-10
081035 -         ..
081036 -   18.  Thank you for using our service. Your business is greatly appreciated!
081037 -
081039 -  ..
081040 - Pat used the same procedure to perform the work on 101223 1415.
081041 - ref SDS 16 4Q43
081042 -
081043 -
081044 -
081045 -
081047 -  ..
081048 - Pat again removed the NVIDIA video adapter and installed the Radeon
081049 - adapter which has device drivers for Windows XP, reported on 101220
081050 - 1555, ref SDS 13 JF5H, and confirmed in Tony's letter received later
081051 - the same day. ref SDS 13 VP8O  Replacement hardware was received from
081052 - FedEx Friday on 101224 1619. ref SDS 17 A55H
081054 -             ..
081055 -            Part Number................................... 589754-ZH1
081056 -            Part Description................
081057 -
081058 -                Graphics Card - Jaguar RV830XT Radeon HD 5570 2GB AT
081060 -  ..
081061 - He removed the NVIDIA GeForce GT 420 video graphics adapter; he put
081062 - the adapter in the wrapping and then placed it in the shipping box
081063 - received for the Radeon graphics adapter, for return to HP under RMA
081064 - protocol.
081066 -  ..
081067 - Pat commented again that the Radeon video adapter is a much better
081068 - video graphics technology than the NVIDIA GeForce GT 420 being
081069 - replaced today, repeating assessment on 101223 1415. ref SDS 16 HU5H
081071 -  ..
081072 - He added today that this graphics adapter costs about $300 retail.
081074 -  ..
081075 - The Vizio VA320A HD television still connected with the cable to HDMI
081076 - port 2, displayed a strong signal, indicating the replacement Radeon
081077 - graphics adapter is working correctly.
081079 -  ..
081080 - Pat explained again today that HP did not ship device drivers for the
081081 - Radeon video graphics adapter part supplied under warranty, per above.
081082 - ref SDS 0 MW8K  He indicated that device drivers are no longer being
081083 - supplied by manufacturers.  This makes finding drivers for new
081084 - hardware more difficult than in years, when there were many sources of
081085 - drivers on the Internet.  Customers buying devices and replacing parts
081086 - under warranty, expect to receive everything required to provide a
081087 - working, warrantable installation.  In this case, HP's failure to
081088 - provide device drivers appears to be a material error that prevents
081089 - intended use.
081091 -  ..
081092 - This aligns with HP's report last year that manufacturers are putting
081093 - fewer device drivers for download on the Internet hoping to save
081094 - money, but this winds up increasing costs due to delays and failed
081095 - performance of new hardwarr. reported on 090714, ref SDS 6 F248
081097 -  ..
081098 - Over the weekend, Pat invested personal time to perform research on
081099 - the Internet.  He related initially encountering an Internet utility
081100 - called...
081101 -
081102 -                           Driver Boost
081104 -  ..
081105 - Pat explained that manufacturer's expect this type of generic utility
081106 - to replace doing the work of providing effectice device drivers for
081107 - the expanding and sophisticated devices added to computers.  However,
081108 - in this case Driver Boost was not effective.
081110 -  ..
081111 - Mentioned similar unsuccessful experience using Driver Boost on 101202
081112 - 1259. ref SDS 11 PB5U
081114 -  ..
081115 - After prolonged search, Pat eventually found on the Internet the
081116 - following device drivers, which he copied to c17....
081117 -
081118 -             g:\00\Radeon HD5570\Radeon HD 5570_win7_32.exe
081119 -             g:\00\Radeon HD5570\Radeon HD 5570_win7_64Dec7.exe
081120 -             g:\00\Radeon HD5570\Radeon HD 5570_XP.exe
081122 -  ..
081123 - Pat first installed the device driver for Windows 7 32-bit.  This
081124 - seems to display correctly on the Vizio VA320M HDTV through the HDMI
081125 - port on the Radeon video adapter.
081127 -  ..
081128 - The new Radeon video adapter corrected a defect with the replaced
081129 - NVIDIA adapter that failed to send sound to the Vizio VA320M
081130 - television through the HDMI port, reported on 101115 2018. ref SDS 10
081131 - OK5J  The new Radeon adapter transmits both sound and video to the
081132 - television.
081133 -
081134 -            [On 110101 0824 suddenly sound not being transmitted to the
081135 -            Vizio VA320M HDTV. ref SDS 19 Z55I
081137 -  ..
081138 - Next, Pat installed the driver for Windows 7 64-bit.  This seems to
081139 - display correctly.
081141 -  ..
081142 - Finally, Pat installed the device driver for Wndows XP.
081144 -  ..
081145 - There was relief that Windows XP is now configured with video.  The
081146 - device manager shows all yellow error marks have been resolved.
081148 -  ..
081149 - Pat seems very familiar with Windows XP, setting up the video graphics
081150 - device driver.  His experience and training greatly expedited getting
081151 - this work accomplished today.
081153 -  ..
081154 - Pat mentioned that all of the large business accounts, are still using
081155 - Windows XP 32-bit, essential for running critical line-of-business
081156 - software tools developed and optimized for the past 3 decades, so it
081157 - is important that computer manufacturers maintain backward
081158 - compatibility.  He said everybody skipped Windows Vista, as reported
081159 - on 090709 2020. ref SDS 5 TG9M  Corporations are placing orders for
081160 - new, faster computers, like c17, but without an OS, and then transfer
081161 - an image of company configuration, so everyone is working with a
081162 - common set of base-line tools.
081164 -  ..
081165 - This report conflicts with Kristin's letter from HP Sales Department
081166 - reporting that customers are "happy with Windows 7 virtualization" for
081167 - meeting Windows XP requirements on making computers productive, shown
081168 - in the record on 101018 0817. ref SDS 7 OV8X
081170 -  ..
081171 - Pat's report today aligns with Fry's Electronics continuing reliance
081172 - on Windows XP rather than Vista 64-bit, because line-of-business
081173 - software does not run on 64-bit operating systems, reported on 090616
081174 - 1800. ref SDS 4 F28W
081176 -  ..
081177 - Pat further indicated that transition to Windows 7 is very slow, as
081178 - well, especially to Windows 7 64-bit, because the installed base for
081179 - line-of-business software programmed to run on Windows XP 32-bit is
081180 - very large.  The cost to upgrade software to 64-bit code is very
081181 - great.  More importantly, the risk of adverse impact on business
081182 - operations of transforming very complex enterprise-wide computer
081183 - systems that have evolved and been "fine-tuned" for many years, and
081184 - having even small errors cause huge financial losses and delays makes
081185 - business reluctant to adopt Windows 7 64-bit code, since existing
081186 - Windows XP code wont' run on it.
081188 -  ..
081189 - Experience working with medical teams at Kaiser and VA further
081190 - supports Pat's report today.  Both the Kaiser and the VA are still
081191 - using Windows XP.  Retraining busy professionals, who have years of
081192 - experience and are finally able to use Windows XP efficiently, to
081193 - suddenly do a lot of things, or even a few frequent tasks, differently
081194 - and get everyone trained to interact smoothly together is very, very
081195 - difficult, reported in case study on 061024 1427. ref SDS 3 NU5O
081197 -  ..
081198 - Asked Pat about recent problems configuring the new HP Photosmart
081199 - C4780 printer with c17, reported yesterday on 101227 0718. ref SDS 18
081200 - AZ9J
081202 -  ..
081203 - Pat said that configuring HP printers is very complex and has many
081204 - risks of error, making failed set up common.  He feels it is critical
081205 - not to install printer setup correcting prior failed instllations
081206 - without first running the uninstall program to clear all prior code.
081208 -  ..
081209 - This was done by Robby yesterday. ref SDS 18 OU66  The second support
081210 - person was careful to uninstall everything before trying again to
081211 - configure the printer, reported on 101227 0718. ref SDS 18 S663
081213 -  ..
081214 - Pat said that HP has found the only way to correct this kind of
081215 - failurre when Solution Center software has been reinstalled without
081216 - first running the "uninstall" program is to format the hard drive and
081217 - reinstall the operating system.
081218 -
081219 -            [On 110102 2255 received unsolicited notice that download
081220 -            available to configure printer. ref SDS 20 0R7N  Obtained
081221 -            download and installed software, which ran successfully to
081222 -            completion, ref SDS 20 0R97 so now have wireless printing
081223 -            on c17 with OCR capability. ref SDS 20 IH4J
081224 -
081232 -  ..
081233 - Thanked Pat for excellent support.
081234 -
081236 -  ..
0813 -
0814 -
0815 - 1047
0816 -
081601 - After Pat left, began using SDS on c17.  Unfortunately, the characters
081602 - in the SDS scedule look fuzzy.  Unbelievable that ordinary text would
081603 - have such significant variance in sharpness, contrast, and legibility
081604 - between high end video adapters.
081606 -  ..
081607 - Most everything else seems okay.
081609 -  ..
081610 - Tried to adjust brightness with Radeon controls, however, the Radeon
081611 - software says to adjust brightness on the television controls.
081612 - Cannot find brightness controls on the Vizio VA320M.
081613 -
081614 -
081615 -
081616 -
081617 -
081618 -
081619 -
0817 -