THE WELCH COMPANY
440 Davis Court #1602
San Francisco, CA 94111-2496
415 781 5700
rodwelch@pacbell.net
S U M M A R Y
DIARY: January 20, 2005 01:23 PM Thursday;
Rod Welch
Frank called with ideas on fixing performance problems on c14.
1...Summary/Objective
2...Dell Proposes Installing OS Again or Replacing CPU
..............
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CONTACTS
0201 - Dell Computer Corporation O-00000056 0614
020101 - Mr. Franklin Farmer O-00000056 0614
020102 - Resolution Expert Center
020104 - Technical Support Department
020105 - Resolution Expert Center, Americas Client Services O-00000056 0614
SUBJECTS
Computer Replaced Correct Video Problems and Solve Performance Defec
Upgrade ATI Video Controller 128 MB Frank Reports Service Has Been M
Dell Orders Connection Fitting for Upgrade Video Controller 128 MB F
1605 -
1605 - ..
1606 - Summary/Objective
1607 -
160701 - Follow up ref SDS 5 0000. ref SDS 4 0000.
160702 -
160703 - Frank says only two solutions now are to reinstall the OS again, or to
160704 - replace the entire computer. Decided to try connecting the ATI video
160705 - card to see if that enables intalling the device driver. Went to
160706 - Fry's and was told only ATI makes the converter fitting to connect the
160707 - video card to the monitor cable. ref SDS 0 QN5M Called ATI and was
160708 - told that pin configuration for the DVI connection to Dell's monitor
160709 - is proprietary to Dell. ref SDS 0 MQ7H
160710 -
160711 - [On 050124 Frank sending out parts to configure c14 with ATI
160712 - 128 MB video controller. ref SDS 6 OD8L
160714 - ..
160715 - [On 050125 received new parts from Dell to install the ATI
160716 - video card, ref SDS 7 LS7O, installation failed to clear device
160717 - driver installation errors. ref SDS 7 F64P
160719 - ..
160720 - [On 050126 Dell replacing CPU. ref SDS 8 0001
160722 - ..
160723 - [On 050128 received replacement CPU from Dell. ref SDS 9 0001
160724 -
160725 -
160726 -
160727 -
160729 - ..
1608 -
1609 -
1610 - 1539
1611 -
161101 - Dell Proposes Installing OS Again or Replacing CPU
161102 -
161103 - Frank received the letter, ref DIP 1 0001, submitted to Dell
161104 - reporting results of service on the motherboard that was performed by
161105 - Unisys on 050119. ref SDS 5 0001
161107 - ..
161108 - Frank feels now that the display adapter configuration problem is
161109 - caused by a software defect, confirming his letter on 050118 saying
161110 - the problem is 100% software. ref SDS 4 WP6L He said that since the
161111 - motherboard service failed to solve problems, the only options Dell
161112 - has now are to reinstall the operating system again, or to replace the
161113 - entire computer. Frank seemed to agree that reinstalling the
161114 - operating system does not seem likely to solve the problems because
161115 - this has already been tried, reported on 050118, ref SDS 4 U59I,
161116 - citing the work on 041213. ref SDS 1 IQ43
161117 -
161118 - [On 050126 Frank ordered replacement CPU. ref SDS 8 0001
161120 - ..
161121 - [On 050128 received and configured replacement computer.
161122 - ref SDS 9 XQ6K
161124 - ..
161125 - [On 050130 possible software defect found in files for installing
161126 - device driver to configure the Silocon Image video controller.
161127 - ref SDS 10 4S5O
161129 - ..
161130 - Dell was notified on 041217 that setup.exe code may be defective for
161131 - installing display adapter device drivers on Silocon Image video
161132 - controller. ref SDS 2 F14V There was no discussion today for Dell to
161133 - investigate this software.
161135 - ..
161136 - Frank suggested implementing plans for customer acquisition of a
161137 - converter fitting to install the ATI 128 MB video circuit board, as
161138 - set out in the letter to Frank, ref DIP 1 DC7O, submitted yesterday on
161139 - 050119. ref SDS 5 VK5Y If that fails to solve the problems, then Dell
161140 - will replace the computer box with a new CPU that is properly
161141 - configured for video, and other devices.
161142 -
161143 - [On 050125 received replacement parts to test ATI video
161144 - controller, and this failed to clear problems. ref SDS 7 0001
161146 - ..
161147 - [On 050126 Dell ordered replacement CPU. ref SDS 8 0001
161149 - ..
161150 - [On 050128 received replacement CPU from Dell. ref SDS 9 0001
161151 -
161152 -
161154 - ..
1612 -
1613 -
1614 - 1808
1615 -
161501 - Visited Fry's in Concord after picking up the night stand at
161502 - Scandinavian Designs.
161504 - ..
161505 - Brought the ATI 128 MB controller, which is identified as
161506 - "refurbished," and listed in the record on 050114, ref SDS 3 6Q3K, and
161507 - also brought the cable to demonstrate the converter fitting needed for
161508 - connecting the cable to the video card.
161510 - ..
161511 - Fry's has a security procedure for listing components that customers
161512 - bring into the store. At the counter where the Fry's agent fills out
161513 - the form, there was another customer who heard the explanation of the
161514 - converter we need.
161516 - ..
161517 - He said that these connection converter fittings are special made by
161518 - ATI, and are only available from ATI; therefore, we cannot get it at
161519 - Fry's this evening. He said our problem of incompatible connection
161520 - elements is very common with ATI equipment, and that ATI would likely
161521 - ship the converter free of charge. The Fry's agent then confirmed
161522 - that the converter is not available at Fry's. The customer seemed to
161523 - indicate being a store owner for computer equipment of some kind that
161524 - lended credibility to the explanation.
161525 -
161527 - ..
1616 -
1617 -
1618 - Follow up
1619 -
161901 - The next day, investigated ATI...
161902 -
161903 - ATI has a website....
161904 -
161905 - http://www.ati.com/
161907 - ..
161908 - Called ATI....
161909 -
161910 - 888-974-6728
161912 - ..
161913 - Talked to Scott.
161914 -
161915 - Explained requirement for DVI converter jack.
161917 - ..
161918 - Scott transferred the call to another number.
161920 - ..
161921 - Got a message saying...
161922 -
161923 - If you'd like to make call, please hang up and call back.
161925 - ..
161926 - Called back talked to Sandy.
161927 -
161928 - Explained requirement for DVI converter jack.
161930 - ..
161931 - Sandy transferred the call to the sales department.
161933 - ..
161934 - Got a message saying this is the technical support department, and
161935 - that this requires a confirmation case number.
161937 - ..
161938 - We don't have a case number, we are trying to make a purchase.
161940 - ..
161941 - Talked to Rick.
161943 - ..
161944 - Rick said he needs the number on the component that begins with
161945 - 102...
161947 - ..
161948 - This is reported among about 5 other numbers in the record on
161949 - 050114. ref SDS 3 6Q3K
161951 - ..
161952 - Rick asked for an explanation of the pin array on the card.
161953 -
161954 - Looks like 4 columns with about 12 rows, all evenly arrayed.
161955 -
161956 - The first pin on the 3rd row from the bottom is solid, and so
161957 - does not accept a pin.
161959 - ..
161960 - Rick asked for the pin array on the monitor....
161961 -
161962 - Looks like 2 sets of 3 x 3 columns and rows, with a flat
161963 - plate-like element perpendicular to the pin array.
161965 - ..
161966 - Rick did more research online. He advised that this pin connection
161967 - is non-standard, and is propietary with Dell, and so a converter is
161968 - not available from ATI, and likely not from anyone else.
161970 - ..
161971 - He feels that somone within Dell will be able to provide a cable
161972 - that connects the monitor to the ATI card.
161973 -
161975 - ..
1620 -
1621 -
1622 - Dell Notified
1623 -
162301 - Called and left message for Frank on failure to locate a converter to
162302 - test installation of the ATI 128 MB video controller. ref SDS 0 6683
162304 - ..
162305 - [On 050124 Frank sending out parts to configure c14 with ATI
162306 - 128 MB video controller. ref SDS 6 OD8L
162308 - ..
162309 - [On 050125 received new parts from Dell to install the ATI
162310 - video card, ref SDS 7 LS7O, installation failed to clear device
162311 - driver installation errors. ref SDS 7 F64P
162312 -
162313 -
162314 -
162315 -
162316 -
162317 -
162318 -
162319 -
162320 -
162321 -
162322 -
162323 -
1624 -
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