CONTACTS 
0201 - Dell Computer Corporation                                                                                                                                          O-00000056 0617
020101 - Ms. Jackie 339530; Technical Support Specialist
020103 - Technical Support Department
020104 - Resolution Expert Center, Americas Client Services                                                                                                               O-00000056 0617

SUBJECTS
Case 165966887 Dell Management Tracking Procedures Telephone Email C

0903 -
0903 -    ..
0904 - Summary/Objective
0905 -
090501 - Follow up ref SDS 4 0000, ref SDS 1 0000.
090502 -
090503 -
090504 -
090505 -
090506 -
090508 -  ..
0906 -
0907 -
0908 - Problem
0909 -
090901 - Windows XP Operating System Failing to Complete Boot Sequence
090902 -
090903 - Follow up ref SDS 4 GX5I.
090904 -
090905 - Received ref DRT 1 0001 from Jackie commenting on telephone discussion
090906 - this morning, ref SDS 4 OW4M, and saying...
090907 -
090908 -    1.  Thank you for contacting Dell Hardware Warranty Support.  It
090909 -        was a pleasure working with you to resolve the issue you had
090910 -        with your system.
090912 -         ..
090913 -    2.  The following information relates to your recent call.
090915 -             ..
090916 -            Case #165966887
090918 -         ..
090919 -    3.  If you need further assistance with this case, you may contact
090920 -        Dell via chat, email or telephone.
090922 -         ..
090923 -    4.  If you choose to use email, please reply to this email, and
090924 -        include the following information in the body of the email:
090925 -
090926 -        (a)  Preferred method of contact (phone or e-mail)
090927 -
090928 -        (b)  Best time to reach you
090930 -             ..
090931 -        (c)  Include phone number if phone is preferred method
090932 -            of contact
090934 -         ..
090935 -    5.  If you choose to telephone Dell, call 1-800-822-8965, Option 3,
090936 -        and provide the agent your Case #.
090938 -         ..
090939 -    6.  If you choose to have me take ownership of this case, you can
090940 -        reply to this email and I will get back in touch with you.  I
090941 -        work 11:30a- 8pm CT, and I pull up my email 1st thing in the
090942 -        morning.  If you cant wait, you may call the number above and
090943 -        any of our capable techs can pick up where we left off.Tech
090944 -        support is open 24 hrs 7 days.
090946 -  ..
090947 - There is a conflict in the record on Jackie's ID.  The number in her
090948 - letter today, ref DRT 1 W087, does not match the number received
090949 - during the call. ref SDS 4 OW4M
090950 -
090951 -
090953 -  ..
0910 -
0911 -
0912 - 1555
0913 -
091301 - Received ref DRT 2 0001 from Jackie confirming our discussion, and
091302 - saying...
091303 -
091304 -    1.  I'm glad I was able to solve that boot problem you had, and
091305 -        happy  the repair seems to have improved your performance.
091307 -         ..
091308 -    2.  As requested, heres a list of what I recommended you do for you
091309 -        HP printer issue:
091310 -
091311 -             1.  unplug your printer
091312 -
091313 -             2.  Uninstall the printer software from Add/Remove
091314 -                 Programs in the Control Panel
091316 -                  ..
091317 -             3.  Reinstall the printer software from your cd, until it
091318 -                 tells you that it cannot detect your printer and
091319 -                 requests you to make sure it is plugged in and powered
091320 -                 on, at which point you plug it in and turn it on and
091321 -                 let the software finish installing if it hasnt
091322 -                 finished already.
091324 -         ..
091325 -    3.  Hopefully that should get rid of the New Hardware wizard you
091326 -        keep getting.
091328 -         ..
091329 -    4.  Also as requested, to reinstall your operating system (Windows
091330 -        XP):
091331 -
091332 -        1.  Make sure only 4 cables are plugged in before you start: a)
091333 -            mouse b) keyboard c) monitor d) power cord.  All else
091334 -            should be unplugged, especially USB items (except USB mouse
091335 -            and Keyboard) and Network/ internet cable.
091337 -             ..
091338 -        2.  Put in the Windows Xp CD in your top cd drive and turn the
091339 -            system off
091341 -             ..
091342 -        3.  Once you turn on your system, wait until you see the Dell
091343 -            screen and slowly start tapping the F12 key until you see a
091344 -            boot device menu (DOS sccreen).
091345 -
091346 -            a.  Arrow down to onboard or USB CDrom device and hit
091347 -                Enter.  Once you hit Enter, you will see a message
091348 -
091349 -                   "press any key to boot to the cd..."
091350 -
091351 -                ...at which you will quickly hit enter again as it zips
091352 -                by pretty quickly.  It will say ' setup is inspecting
091353 -                your computers hardware..." or "setup is loading
091354 -                files..."etc, and you will be in the right place.
091356 -                 ..
091357 -            b.  Wait a minute or two and you will get a screen that
091358 -                says "Welcome to Setup".  To reinstall windows
091359 -                entirely, hit Enter.
091361 -                 ..
091362 -            c.  The next screen will be a liscence agreement, hit F8 to
091363 -                agree, then on the next screen hit escape an you will
091364 -                see information about how many partitions you have.
091366 -                 ..
091367 -                You should have 3 entries:
091368 -
091369 -                   1)  partition 1, FAT,
091370 -                   2)  partition 2 ,NTFS, and
091371 -                   3)  unpartitioned space.
091373 -                 ..
091374 -            d.  Leave the FAT partition there, it is the diagnostics I
091375 -                had you run when we were checking the harddrive.
091376 -                highlight the NTFS partition, hit 'd', 'Enter', then
091377 -                'L" and that NTFS partition will be gone.
091379 -                 ..
091380 -            e.  Highlight the 'unpartitioned space' and hit 'C' then
091381 -                Enter, and you will have a new partition labeled 'New
091382 -                Raw'.  Highlight the 'new raw' and hit Enter and it
091383 -                will give you the option to 'Format using the NTFS File
091384 -                System' (Make sure and NOT use the Quick option).
091386 -                 ..
091387 -            f.  Hit Enter and the system will begin to Format.  The
091388 -                Format will take approx 30 min, then may ask you a
091389 -                couple of setup questions in between the format and the
091390 -                reload of windows, so keep an eye on your screen.
091392 -                 ..
091393 -            g.  Leave your Windows cd in, for most of this is all
091394 -                automatic.  After you answer the few questions, it will
091395 -                bring up a screen saying 'setup will complete in
091396 -                approximately 39 minutes' but it usually takes alot
091397 -                less than this.  The 1st stage then takes approximately
091398 -                an hour to complete.
091400 -                 ..
091401 -            h.  Once the format and reload is done, it will ask you
091402 -                some more setup questions like you did when you 1st
091403 -                bought the system.  Answer these and it will then take
091404 -                you to your main desktop with your Start menu, etc.
091406 -                 ..
091407 -            i.  At this point all the extra peripherals should still be
091408 -                unplugged (printer , ethernet cable, etc) Leave them so
091409 -                until you get done with the Basic drivers.
091411 -                 ..
091412 -            j.  To install drivers, just make sure the chipset gets
091413 -                installed 1st, then the audio, video and network
091414 -                Important to make sure the chipset goes 1st, for it
091415 -                somewhat instructs the others.  Once windows has
091416 -                finished reloading and the drivers are on, install Anti
091417 -                virus and reset up internet, install printer as
091418 -                indicated above, then you're free to add software,
091419 -                date, etc
091421 -         ..
091422 -    5.  Hope the above helps.  Email me if you have any further problems with the
091423 -        current issue you are experiencing.   Rather than putting in the email I gave
091424 -        you, try just replying to this email I sent you and see if it gets to me any
091425 -        better.  I have not yet recieved the 1st one.
091427 -         ..
091428 -    6.  Please email me and let me know if you recieved this email.
091429 -        Also, you can find a complete reinstall guide on our website by
091430 -        going to
091432 -         ..
091433 -        http://support.dell.com/,
091435 -         ..
091436 -        ...clilcking on Troubleshooting and FAQs, and typing
091437 -        'reinstall' in the keyword search box.
091439 -         ..
091440 -    7.  I'm glad I was able to be of assistance.
091441 -
091442 -
091443 -
091444 -
091445 -
0915 -