CONTACTS 
0201 - Dell Computer Corporation                                                                                                                                          O-00000056 0614
020101 - Mr. Franlin Farmer                                                                                                                                               O-00000056 0614
020102 - Customer Representative
020104 - Technical Support Department
020105 - Resolution Expert Center                                                                                                                                         O-00000056 0614

SUBJECTS
Video Controller Device Driver Failing Silocon Image Model Sil 1364A
Silocon Image Video Controller Device Driver Software Received from
Case Number 87313192 Video Controller Device Driver Failing Silocon

0905 -
0905 -    ..
0906 - Summary/Objective
0907 -
090701 - Follow up ref SDS 10 0000. ref SDS 9 0000.
090702 -
090703 - Tested and confirmed video driver downloaded from Dell failed to
090704 - install.  Tomorrow Dell will research the record on configuring c14,
090705 - and will call around 1200 with ideas to correct problems.  Submitted a
090706 - letter to Frank with guidance on using SDS records. ref SDS 0 YP7I
090707 -
090708 -
090710 -  ..
0908 -
0909 -
0910 - Progress
0911 -
091101 - Video Driver Recommeneded by Dell Installation Failed
091102 - Case Number 87313192 Video Controller Device Driver Failing Silocon
091103 -
091104 - Follow up ref SDS 10 PA6L, ref SDS 9 PA6L.
091105 -
091106 - Frank got the voice message yesterday reporting problems on 041217 in
091107 - the letter to him. ref DIP 1 0001, reported on that date. ref SDS 9
091108 - 1D3O
091110 -  ..
091111 - Frank initially wanted to try installation one more time using Dell's
091112 - online guidance shown in the record on 041217. ref SDS 9 TP7P
091114 -  ..
091115 - Executed filename
091116 -
091117 -    1432KA01.EXE      5 MB
091119 -  ..
091120 - Got same message saying...
091121 -
091122 -        An internal software error occurred.
091123 -
091124 -        Setup will exit.
091125 -
091126 -        OK
091128 -  ..
091129 - Clicked OK.
091131 -  ..
091132 - Frank concurred that installation failed again.
091134 -  ..
091135 - Frank has learned that resources at the Internet location referenced
091136 - in his letter dated 041215, and shown in the record on 041217,
091137 - ref SDS 9 IX6M, has since been removed.  He feels this may indicate
091138 - other people have discovered defects in this device driver.
091140 -  ..
091141 - Frank was complimentary about the SDS record on 041217. ref SDS 9 0001
091142 - He seemed further to have discovered how issues are linked together
091143 - showing prior related history for understanding the context of cause
091144 - and effect.  He feels an accurate record on doing the work helps
091145 - expedite solutions to wicked, complex problems, like the video
091146 - controller device driver issue.
091148 -  ..
091149 - An example of using the record is shown by Frank's request for the
091150 - exact words in the error message from failed installation of the
091151 - drivers for the Silocon Image video controller.
091153 -  ..
091154 - We took a moment and reviewed the letter to Frank on 041217 that
091155 - reported the problem.  Frank found and opened the letter in his email
091156 - program. ref DIP 1 0001  We then found the paragraph in the letter
091157 - that reported installation failed.  Frank noticed there is a link at
091158 - that point in the letter. ref DIP 1 KT6I  Clicking on the link opened
091159 - the SDS record to the precise location that reports the language in
091160 - the error message that Frank needs. ref SDS 9 OS5G
091162 -  ..
091163 - Frank is meeting with an engineer in the morning.  The engineer will
091164 - make a careful review of the record on 041217, ref SDS 9 0001,
091165 - including relevant issues from the original installation on 041118,
091166 - ref SDS 3 0001, and subsequent revisions on 041213, when Sevy
091167 - recommended a clean install of the OS. ref SDS 6 0001
091169 -  ..
091170 - Frank and or the engineer will call by 1200 tomorrow to report
091171 - progress on solving the problem.
091173 -  ..
091174 - Submitted ref DIT 1 0001 confirming planning today for research and a
091175 - call tomorrow on completing configuration of c14.
091176 -
091177 -    1.  Confirming our telecon, ref SDS 0 PA6L, tomorrow morning Dell
091178 -        will review the record in this case and will call in the early
091179 -        afternoon to report progress. ref DIT 1 0001
091181 -         ..
091182 -    2.  Reviewing chronology is a big help to discover solutions,
091183 -        illustrated by a recent visit to Stanford Medical Center.
091184 -        Doctors and staff found that, for a long, complex record,
091185 -        verbal input from the patient who prepared the record expedites
091186 -        understanding critical details, especially when folks are
091187 -        pressed for time. ref SDS 1 WR9F  Please feel free to call in
091188 -        the morning, as needed, for support with work history.
091189 -        ref DIT 1 VT6G
091190 -
091191 -
091192 -
091193 -
091194 -
091195 -
091196 -
0912 -