CONTACTS
SUBJECTS
C18 Serial 2MD20606BY Receive H8 1280t Wrong Computer Procurement Or
H8 1280t Introduction 120128 Ship Without Specified Components Proce
2504 -
2504 - ..
2505 - Summary/Objective
2506 -
250601 - Follow up ref SDS 56 0000. ref SDS 54 0000.
250602 -
250603 - Today, called HP for guidance on setting BIOS for c18 to boot from CD,
250604 - ref SDS 0 LF4G HP recommended changing BIOS to boot from CD. When
250605 - this failed HP reported BIOS for h8 1280t cannot be set to boot from
250606 - CD. ref SDS 0 0254 The case was escalated to a supervisor. She
250607 - facilitated conference call with Microsoft. ref SDS 0 RL4H Microsoft
250608 - sold the customer a support contract for 1 year costing $150.
250609 - ref SDS 56 AY5M Administration on this transaction preceeding
250610 - technical support took over an hour, so HP supervisor dropped from
250611 - conference call, with plan to call back for report on progress.
250612 - ref SDS 0 I54F After an hour or so of administation buying suppot and
250613 - getting 4 or 5 lettes from Microsoft on administrative matters for
250614 - support case 1207966235, Jen then said work could commence on solving
250615 - Windows setup problem on c18. Windows 7 then installed on c18 without
250616 - any evident support from Microsoft. ref SDS 0 PT4O There were
250617 - problems setting up networking and Internet access on c18, so the case
250618 - was escalated to level 2 support. ref SDS 0 HH3I Level 2 support
250619 - suggested running the "upgrade" code in Windows 7 setup CD to perform
250620 - a "repair" on the Windows 7 Ultimate operating system just installed.
250621 - This failed, and corrupted the installed operating system, required a
250622 - Ctrl Alt Del re-boot to end stalled upgrade process. ref SDS 0 QY63
250623 - Microsoft did futher research and indicated Windows setup may be
250624 - failing due to a hardware conflict. ref SDS 0 KQ6F Seveal more clean
250625 - installs were attempted and failed. ref SDS 0 4W8H Microsoft called
250626 - back with results of further research. Recommended changing the BIOS
250627 - to boot from the CD in order to avoid Microsoft error message that EFI
250628 - and MBR conflict prevents installing Windows 7. ref SDS 0 3Y6F
250629 - Reviewed record this failed on c18, ref SDS 0 GP5O, and that HP
250630 - advised that HP model h8 1280t BIOS does not support setting CD to
250631 - boot drive. ref SDS 0 0254 Microsoft then proposed ending support to
250632 - perfom more research, and planned to call back today for further
250633 - efforts to solve the problem.
250634 -
250635 -
250636 -
250638 - ..
2507 -
2508 -
2509 - Progress
2510 -
251001 - Windows 7 Ultimate 64-bit Setup Problems Resolution by Microsoft
251002 -
251003 - Follow up ref SDS 56 RL3H, ref SDS 54 7T9I.
251004 -
251005 - Background - on Wedensday, started re-installing Windows 7 Ultimate
251006 - 64-bit on c18, HP h8 1280t desktop, shown on 130605 1444. ref SDS 56
251007 - RL3H This was required to correct failure of the operating system,
251008 - reported a weeks earlier reported on 130519 1704. ref SDS 55 Y55H
251009 - Windows setup reported EFI system conflicted with MBR partition table,
251010 - and this prevented installing the operating system, also shown 130605
251011 - 1444, ref SDS 56 V46N Internet research found solution to set BIOS
251012 - for booting from CD. Was unable to assign CD for boot drive on c18,
251013 - h8 1280t. ref SDS 56 014P Thursday.
251015 - ..
251016 - Today, having problem getting BIOS to respond to selecting CD for boot
251017 - drive. Instructions say to press Eneter, but system fails to boot.
251018 - Instructions say to press ESC to ignore changes and use default boot
251019 - settings. Could only press ESC to advance so tried that, and system
251020 - seemed to run boot normally.
251022 - ..
251023 - Previously, tried instructions listed on 130605 1444. ref SDS 56 014P
251024 -
251025 - diskpart
251026 - list disk
251027 - select disk 0
251028 - clean
251029 - convert mbr
251030 - create parition primary size=222000
251031 - assign letter=C
251032 - format fs=ntfs unit=4096
251033 - active......................boot partition
251034 - create parition primary
251035 - assign letter=D
251037 - ..
251038 - This did not solve problem, still getting error reported on 130605
251039 - 1444. ref SDS 56 V46N
251041 - ..
251042 - As reported on 130605, when c18 powers up there is message to press
251043 - Enter for switching to CD drive; however, the problem may be that the
251044 - system initially checked the hard drive and the BIOS then sets a flag
251045 - that EFI system is active for installation, and this may be preventing
251046 - implementing solution to EFI system and MBR conflict problem, reported
251047 - on the Internet from research on 130605 1444. ref SDS 56 014P
251048 -
251049 -
251050 -
251051 -
251053 - ..
2511 -
2512 -
2513 - 0822
2514 -
251401 - HP Contacted Work Around BIOS Problem Switch to CD Drive Boot C18
251402 -
251403 - Called HP at...
251404 -
251405 - 888 999 4747
251407 - ..
251408 - Shown in the record purchasing c18 on 120320 1643. ref SDS 34 DL4R
251410 - ..
251411 - Talked to Sujan in India...
251413 - ..
251414 - Case number.................... 8066880976
251416 - ..
251417 - Product information for c18 shown in the record on 120320 1643.
251418 - ref SDS 34 EY9M
251420 - ..
251421 - Sujan suggested...
251422 -
251423 - Remove cd from port
251425 - ..
251426 - Boot cpu and tap F11
251428 - ..
251429 - He said this should open BIOS for setting boot drive to CD drive.
251431 - ..
251432 - F11 did not work to open BIOS.
251434 - ..
251435 - Sujan said this failure was caused by customer installing Windows 7
251436 - last year, which removed HP drivers.
251438 - ..
251439 - We then opened the BIOS with ESC.
251441 - ..
251442 - Sujan said to open the "Boot Menu" in the BIOS and change the boot
251443 - drive to CD instead of boot manager.
251445 - ..
251446 - Explained problem encountered previously on 130605 1444. ref SDS 56
251447 - 014P
251448 -
251450 - ..
251451 - HP h8 1280t BIOS Cannot Set CD Boot Drive to Install Windows 7 Full Version
251452 -
251453 - Sujan then advised that the BIOS for the h8 1280t computer does not
251454 - support selecting CD for the boot drive, even though that selection is
251455 - listed in the BIOS Boot Menu. He recommended installing the HP
251456 - recovery CD to restore the original factory version of Windows 7 on
251457 - the computer.
251459 - ..
251460 - He further advised that recovery CD is not shipped with the computer.
251462 - ..
251463 - Explained that last year when we received c18 from HP, we did a clean
251464 - install of Windows 7 Ultimate in order to setup the computer for
251465 - effective business use. At that time, we did not have these
251466 - difficulties installing from the cd drive, reported on 120429 2236.
251467 - ref SDS 54 7T9I
251469 - ..
251470 - Sujan indicated that since this is the 2nd clean install, the original
251471 - drivers are not on the computer, so clean installation of Windows 7
251472 - full version fails.
251474 - ..
251475 - Sujan said HP will ship a recovery disk to the customer. It has to be
251476 - installed, then Windows 7 full version can be installed clean, and
251477 - this configuration will clear the error, above. ref SDS 56 J74H
251479 - ..
251480 - Asked if there is a better solution?
251482 - ..
251483 - Sujan went off line to research the matter further.
251484 -
251485 -
251487 - ..
2515 -
2516 -
2517 - 0915
2518 -
251801 - Sujan came back online.
251802 -
251803 - He has consulted with management and is transferring the call to level
251804 - 2 support to complete transaction on shipping recovery CD.
251805 -
251807 - ..
2519 -
2520 -
2521 - 0925
2522 -
252201 - HP Supervisor Facilitates Microsoft Support Clean Install Windows 7
252202 -
252203 - Talked to Sue...
252204 -
252205 - Sue feels there may better solution to meet customer requirements than
252206 - to ship a recovery disk, proposed by Sujan, per above. ref SDS 0 O669
252208 - ..
252209 - She will coordinate a solution with Microsoft by setting up a
252210 - conference call.
252212 - ..
252213 - Sue has a 10 minute meeting, and then will call back...
252214 -
252216 - ..
2523 -
2524 -
2525 - 1009
2526 -
252601 - Sue called back.
252602 -
252603 - She is ready to get support from Microsoft with a conference call.
252605 - ..
252606 - Sue called Microsoft...
252608 - ..
252609 - Microsoft Technical Support...
252610 -
252611 - 800-642 7676
252613 - ..
252614 - Another number is...
252615 -
252616 - 800 936 5700
252617 -
252618 - ...implementing Microsoft work plan on 120420 1707. ref SDS 45 TY79
252620 - ..
252621 - Case number........................... 1175180605... from work on
252622 - 120425 0805. ref SDS 50 SH5N
252623 -
252624 -
252626 - ..
2527 -
2528 -
2529 - 1016
2530 -
253001 - Microsoft Verifies Valid Product Key for Customer Support Windows 7
253002 - Conference Call HP and Microsoft Resolve Windows 7 Clean Install Problem
253003 -
253004 - Talked to Mellanie at Microsoft with Sue from HP in a conference call.
253005 -
253006 - Mellanie asked for product key to verify valid full version of
253007 - Windows 7 Ultimate.
253009 - ..
253010 - Product key validated for Windows 7 Ultimate received on 120419 full
253011 - version. ref SDS 43 FS5H
253013 - ..
253014 - Mellanie advised that the product key is for a valid Windows 7
253015 - Ultimate 64-bit full version.
253017 - ..
253018 - Mellanie transferred the call.
253019 -
253021 - ..
2531 -
2532 -
2533 - 1037
2534 -
253401 - Microsoft Account Purchased for 1 Year Customer Support $150
253402 - Customer Support Contract Ordered to Resolve Clean Install Problem Windows 7
253403 -
253404 - Talked to Jen...
253405 -
253406 - Microsoft case number......................... 1207966235
253408 - ..
253409 - Decided to buy 1 year support for $150.
253411 - ..
253412 - Paid with credit card.
253414 - ..
253415 - Post expense ledger...
253419 - ..
253420 - Microsoft Account
253421 -
253422 - https://account.live.com/summarypage.aspx?page=default.srf&id=10&vv=1450&mkt=EN-US&lc=1033
253423 -
253427 - ..
253428 - This account was configured so that the password is maintained by
253429 - Windows 7 OS, which enables opening the account without entering a
253430 - password on each occassion.
253431 -
253432 -
253433 -
253435 - ..
2535 -
2536 -
2537 - 1118
2538 -
253801 - Received letter from Microsoft saying...
253802 -
253803 - 1. Subject: Verify your email address
253804 - Date: Fri, 7 Jun 2013 11:16:46 -0700
253808 - ..
253809 - 2. Hi rod@welchco.com,
253811 - ..
253812 - 3. To finish setting up this Microsoft account, we just need to
253813 - make sure this email address is yours.
253815 - ..
253816 - 4. Click this link to verify your account:
253817 -
253818 - https://account.live.com/Email/Verify?otc=*Ctn33fDIDQBrWln2lzzrmo7ObcFXMU4KK8V59GRV9!aMbOtdyYBpqz816WXLKShgOFUDCy71bzyY844YPwGF9MA$&mn=rod%40welchco.com&ru=https://login.live.com/login.srf%3fbk%3d1370628289%26ru%3dhttps%253a%252f%252flogin.live.com%252flogin.srf%253flc%253d1033%2526mkt%253dEN-US%26uiflavor%3dWeb%26mkt%3dEN-US%26lc%3d1033%26lic%3d1%26sutk%3d1370628961449&cxt=EV
253820 - ..
253821 - 5. If you didn't make this request, use this link to cancel it:
253822 -
253823 - https://account.live.com/Email/Remove?otc=*Ctn33fDIDQBrWln2lzzrmo7ObcFXMU4KK8V59GRV9!aMbOtdyYBpqz816WXLKShgOFUDCy71bzyY844YPwGF9MA$&mn=rod%40welchco.com&ru=https://login.live.com/login.srf%3fbk%3d1370628289%26ru%3dhttps%253a%252f%252flogin.live.com%252flogin.srf%253flc%253d1033%2526mkt%253dEN-US%26uiflavor%3dWeb%26mkt%3dEN-US%26lc%3d1033%26lic%3d1%26sutk%3d1370628961449&cxt=EV
253825 - ..
253826 - 6. Thanks,
253827 -
253828 - The Microsoft account team
253829 -
253830 -
253832 - ..
253833 - Validation Code Required for Customer Support Case 1207966235
253834 -
253835 - Jen wanted us to get a validation code in addition to paying for
253836 - customer support.
253838 - ..
253839 - She said to open reference in Microsoft's letter, and follow
253840 - instructions. This produced...
253844 - ..
253845 - Jen said Microsoft also needs a security code for customers to use the
253846 - new account. She provided guidance through sections in Microsoft
253847 - Account services, per above. ref SDS 0 648N Performed instructions,
253848 -
253849 -
253851 - ..
253852 - HP Drops Conference Call Will Follow Up on Results
253853 -
253854 - At this point, while Jen was off line doing administration, Sue said
253855 - it appears that it will take more time for Microsoft to complete
253856 - administration before customer support on installing Windows 7 can
253857 - commence.
253859 - ..
253860 - She proposed dropping off the conference call, and will call back
253861 - later in the afternoon to get progress on accomplishing a satisfactory
253862 - solution.
253864 - ..
253865 - Agreed to this.
253867 - ..
253868 - Sue dropped off from the call with Microsoft.
253869 -
253870 -
253872 - ..
2539 -
2540 -
2541 - 1130
2542 -
254201 - Account Security Code Issued for Customer Support Case 1207966235
254202 -
254203 - Received another letter from Microsoft saying...
254204 -
254205 - 1. Subject: Microsoft account security code
254206 - Date: Fri, 7 Jun 2013 11:29:45 -0700
254210 - ..
254211 - 2. Hi,
254213 - ..
254214 - 3. Thanks for helping us verify your Microsoft account
254215 - (rod@welchco.com)!
254217 - ..
254218 - 4. Here is your code: 3700076
254220 - ..
254221 - 5. If you didn't request this code, we recommend that you go to
254222 -
254223 - https://account.live.com
254224 -
254225 - and change your password.
254227 - ..
254228 - 6. Thanks,
254229 - The Microsoft account team
254231 - ..
254232 - Jen asked for security code in the Microsoft letter, so gave her...
254234 - ..
254235 - Security code.................... 3700076
254237 - ..
254238 - Security question................ Grandfather - farmer
254239 -
254241 - ..
2543 -
2544 -
2545 - 1138
2546 -
254601 - Microsoft Notice Payment Received for Customer Support Account
254602 -
254603 - Received another letter from Micrsoft saying...
254604 -
254605 - 1. Subject: Microsoft Purchase Confirmation
254606 - Date: Fri, 7 Jun 2013 11:38:14 -0700
254613 - ..
254614 - 2. This mail is a confirmation that you have purchased the
254615 - following items from Microsoft:
254616 -
254617 - 3. *Purchase Date *
254618 - Friday, June 07, 2013
254620 - ..
254621 - 4. Total before Tax: $149.00
254622 - Tax: $0.00
254624 - ..
254625 - 5. Subtotal of Items: $149.00
254626 - -----
254627 - *Total for this order: *$149.00
254628 - Estimated charge date: Friday, June 07, 2013
254630 - ..
254631 - This confirms purchase of support services for 1 year, per above.
254632 - ref SDS 0 AY5M
254634 - ..
254635 - Microsoft letter continues...
254636 -
254637 - 6. Item(s) *
254638 - Premium Software Support Plan
254639 - - Premium Software Support Plan
254640 - Price: $149.00
254641 - Quantity: 1
254643 - ..
254644 - 7. You will be billed by your following payment method:
254645 - Credit Card: VISA
254646 - Last four digits: ****0099
254647 -
254649 - ..
254650 - 8. For information about your account, go to
254651 -
254652 - https://commerce.microsoft.com,
254653 -
254654 - 9. ...and select one of the following options:
254655 -
254656 - 1. To update payment information, select 'payment options',
254657 - click he payment option name, then click 'edit'.
254659 - ..
254660 - 2. For information about canceling a service, select
254661 - 'subscriptions', click the service name, then click 'manage'
254662 - and in the popup click 'Cancel subscription'.
254664 - ..
254665 - 3. To view a billing statement for a payment method, select
254666 - 'payment options', click the payment option name, then click
254667 - 'view transactions'.
254669 - ..
254670 - 4. To review the agreement that you accepted when purchasing a
254671 - service, select 'subscriptions', click the service name and
254672 - then click 'View service agreement'.
254674 - ..
254675 - 5. For help with your account, select 'help', click 'Getting help'
254676 - and then click 'Contact Customer Support'.
254678 - ..
254679 - 10. Thank you for using Microsoft Billing Services.
254681 - ..
254682 - 11. Microsoft Answer Desk
254684 - ..
254685 - 12. Note: Please do not respond to this message.
254686 -
254687 - To receive notifications at a different e-mail address, sign in
254688 - to your account at
254689 -
254690 - https://billing.microsoft.com,
254692 - ..
254693 - select 'Go to personal information', then click 'Edit personal
254694 - information', change the 'Contact e-mail', and click 'Save'.
254695 - For more information on online safety visit
254696 -
254697 - http://www.microsoft.com/phishing
254699 - ..
254700 - If you?d like to contact us for any reason,
254701 - visit any Microsoft Store, online
254702 -
254703 - http://answerdesk.microsoftstore.com,
254704 -
254705 - 13. ...or call us at 1-800-Microsoft and chat with any Answer Tech.
254706 - They?ll be happy to help you. Microsoft respects your privacy,
254707 - to learn more, please read our online privacy statement at
254708 -
254709 - http://go.microsoft.com/fwlink/?LinkId=74170
254711 - ..
254712 - Microsoft
254713 - Corporation One Microsoft Way Redmond, WA 98052
254714 - Form: 78
254715 -
254717 - ..
2548 -
2549 -
2550 - 1158
2551 -
255101 - Scope Microsoft Customer Support for 1 Year
255102 - Microsoft 4th Letter on Case 1207966235 and Scope Customer Support
255103 -
255104 - Jen said she sent another letter to identify this service call.
255105 -
255106 - Received another letter from Micrsoft saying...
255107 -
255108 - 1. Subject: SRX1207966235ID - Premium Software Support Plan
255109 - Date: Fri, 7 Jun 2013 18:57:27 +0000
255119 - ..
255120 - 2. Thanks for visiting Answer Desk. We hope you had a great
255121 - experience.
255123 - ..
255124 - 3. Here's your session information:
255125 -
255126 - Service Request Number. It serves as your receipt: 1207966235
255128 - ..
255129 - Date of purchase: < June 7, 2013 >
255131 - ..
255132 - Service: Premium Software Support Plan
255134 - ..
255135 - 4. You will have unlimited support for one year for the following
255136 - services:
255137 -
255138 - 1. PC Tune Up
255139 -
255140 - 2. Virus Removal & Protection
255142 - ..
255143 - 3. Windows Premium Software Support
255145 - ..
255146 - 4. Office Premium Software Support
255148 - ..
255149 - 5. We'll be sending you a short survey about your session. We
255150 - appreciate you taking the time to share your thoughts. We'll
255151 - use your feedback to help improve our service.
255153 - ..
255154 - 6. Thanks for choosing Answer Desk. We're here when you need us.
255156 - ..
255157 - 7. The Microsoft Answer Desk Team
255159 - ..
255160 - Finally after an hour or so completed Microsoft adminsitration to
255161 - provide technical support.
255162 -
255163 -
255165 - ..
2552 -
2553 -
2554 - 1135
2555 -
255501 - Windows 7 Install Successful on C18 Before Microsoft Support Begins
255502 -
255503 - Started back to work fixing windows install on c18...
255504 -
255505 - Jen said to power up c18 and install the Windows 7 setup CD.
255507 - ..
255508 - Bootmgr is missing
255509 - Press Ctrl Alt Del to restart
255511 - ..
255512 - Powered up computer. Windows installation CD executed, and ran to
255513 - the setup screen.
255514 -
255515 - [...below turned out installation was defective,
255516 - ref SDS 0 3D3J, so tried installing Windows 7 again, and it
255517 - failed consistently the rest of the day. ref SDS 0 3R3N
255519 - ..
255520 - Clicked Next, and this time Windows installed correctly on c18.
255522 - ..
255523 - There is nothing in the record on why Windows failed continuously the
255524 - past 4 days, per above, ref SDS 0 RL3H, and suddenly ran successfully
255525 - this time.
255527 - ..
255528 - Microsoft provided no assistance on this issue that led to ordering
255529 - technical support, beginning with HP, ref SDS 0 LF4G, who in turn
255530 - setup conference call with Microsoft, above. ref SDS 0 RL4H
255532 - ..
255533 - For some unknown reason, setup passed EFI MBR conflict that prevented
255534 - installing Windows since error message reported on 130605 1444,
255535 - ref SDS 56 HU5G
255537 - ..
255538 - After Windows installation completed, changed from business to home
255539 - network on c18 and c21.
255541 - ..
255542 - However, could not get networking and Internet access.
255544 - ..
255545 - We checked Device Manager.
255547 - ..
255548 - There are about 60 yellow errors on components, indicating drivers
255549 - need to be installed stored on on c18 in...
255550 -
255551 - g: 00 c18 drivers
255552 -
255553 -
255554 -
255555 -
255556 -
255558 - ..
2556 -
2557 -
2558 - 1231
2559 -
255901 - Microsoft Escalates Case 1207966235 to Level 2 Support on Internet Access
255902 -
255903 - Jen could not figure out how to get networking and Internet
255904 - connection to configure.
255906 - ..
255907 - Jen escalated the case to level 2 support.
255909 - ..
255910 - Will get call from Microsoft OA 1430.
255911 -
255913 - ..
2560 -
2561 -
2562 - 1446
2563 -
256301 - Microsoft Letter Notice Case 1207966235 to Level 2 Support
256302 -
256303 - Received another letter from Microsoft saying...
256304 -
256305 - 1. Subject: SRX1207966235ID - Answer desk
256306 - Date: Fri, 7 Jun 2013 19:42:31 +0000
256314 - ..
256315 - 1. Thanks for visiting Answer Desk on <June 7, 2013. We hope you
256316 - had a great experience.
256318 - ..
256319 - 2. You had an issue reinstalling your windows because you got an
256320 - error about boot manager and you tried to reinstall windows
256321 - using the diskpart. So what we did is to run clean
256322 - installation and it was successfully installed.
256324 - ..
256325 - 3. But after installing your windows, your having an issue
256326 - connecting to the network and it can't find the driver. We
256327 - also check on the network driver from the device manager and it
256328 - got a yellow exclamation mark on it. We check on the change
256329 - adapter settings but its empty.
256331 - ..
256332 - Jen's explanation is incorrect in that nothing different was done that
256333 - resulted in successful installation, from prior failed attempts, per
256334 - above. ref SDS 0 PT4O
256335 -
256336 - [...below Microsoft will not write letter on findings from
256337 - failed attempts installing Windows 7 on HP h8 1280t
256338 - computer. ref SDS 0 K930
256340 - ..
256341 - Microsoft letter contnues...
256342 -
256343 - 4. I've already escalated this issue to our level 2 and they will
256344 - give you a call today at
256346 - ..
256347 - 5. Customer Time Zone: PST
256348 - Preferred Callback Date/Day: June 7, 2013
256349 - Preferred Callback Time: 2:30- 4:30 PM
256350 - Preferred Phone: 9258494745
256351 -
256352 -
256354 - ..
256355 - 6. Need more help? Call 1-800-MICROSOFT and have your session ID handy:
256356 - 1207966235.
256358 - ..
256359 - 7. We'll be sending you a short survey about your session. We
256360 - appreciate you taking the time to share your thoughts. We'll
256361 - use your feedback to help us improve our service.
256363 - ..
256364 - 8. Thanks for choosing Answer Desk. We're here when you need us.
256366 - ..
256367 - 9. The Microsoft Answer Desk Team
256368 -
256369 -
256370 -
256371 -
256373 - ..
2564 -
2565 -
2566 - 1302
2567 -
256701 - HP Requests Feedback Micosoft Findings Windows Installation C18
256702 -
256703 - Sue called back with HP.
256705 - ..
256706 - Advised Sue that problem was resolved without assistance from
256707 - Microsoft, in that problem seemed to resovle itself, per work with Jen
256708 - at Microsoft earlier at 1135. ref SDS 0 PT4O
256710 - ..
256711 - Sue asked if Windows 7 is up and running on c18?
256713 - ..
256714 - Explained there is a lot of work to do installing device drivers.
256716 - ..
256717 - Sue seemed very skeptical the problem has really been solved.
256719 - ..
256720 - She will call back on Monday, 130610 OA 1300, for progress report on
256721 - completing installation and setup of Windows 7 on c18, an HP h8 1280t
256722 - computer.
256723 -
256724 - [...below Microsoft will not write letter on findings from
256725 - failed attempts installing Windows 7 on HP h8 1280t
256726 - computer. ref SDS 0 K930
256727 -
256728 -
256729 -
256730 -
256731 -
256733 - ..
2568 -
2569 -
2570 - 1329
2571 -
257101 - Working on c18 again. New Windows 7 installation does not list drive
257102 - j in computer management.
257103 -
257104 -
257106 - ..
2572 -
2573 -
2574 - 1447
2575 -
257501 - Microsoft Level 2 Customer Support Install Windows 7 Ultimate on C18
257502 -
257503 - Received call from Ashish.
257505 - ..
257506 - Ashish was familiar with network problems, reported in earlier support
257507 - call with Jen, shown above. ref SDS 0 HT4G Ashish had further
257508 - reviewed Jen's letter submitted a few hours ago, shown above.
257509 - ref SDS 0 UT6I
257511 - ..
257512 - Initially, corected Microsoft's letter citing solution to "boot
257513 - manager" problem installing Windows, and as a result of running "clean
257514 - installation," per above. ref SDS 0 QU88 Explained there is no record
257515 - of doing anything differently to get an evident successful
257516 - installation, at least to the point of having a desktop. ref SDS 0
257517 - UJ68
257519 - ..
257520 - Ashish proposed fixing the network problem for access to the Internet,
257521 - cited in Microsoft's letter, per above, ref SDS 0 P55H, so that he can
257522 - use remote access to help complete Windows setup resolving driver
257523 - errors in Device Manager, and further configure c18 for customer use.
257525 - ..
257526 - Used c21 being used to support work on c18. Used Google search HP
257527 - Internet resources for drivers supporting h8 1280t desktop computer.
257528 - Found an HP address...
257529 -
257530 - http://h10025.www1.hp.com/ewfrf/wc/softwareCategory?os=4063&lc=en&cc=us&dlc=en&sw_lang=&product=5155363
257532 - ..
257533 - Downloaded network driver from HP, and copied from c21 to c18. Ran
257534 - the driver, but it did not resolve network problem.
257536 - ..
257537 - Some of these drivers may be helpful to update device drivers after
257538 - Windows is setup.
257539 -
257541 - ..
2576 -
2577 -
2578 - 1507
2579 -
257901 - Windows 7 Repair New Windows 7 Full Version Installation
257902 -
257903 - Ashish proposed running "repair" prodecure.
257905 - ..
257906 - Investigation indicated we have a CD for upgrading Windows 7.
257908 - ..
257909 - CD in the Windows 7 package says in part...
257910 -
257911 - ...including upgrading Windows 7
257913 - ..
257914 - Ashish feels this shows customer has been installing an upgrade
257915 - version of Windows 7, and not a full version.
257917 - ..
257918 - Procurement shows purchased Windows 7 Ultimate 64-bit full version on
257919 - 120416 0653, ref SDS 41 168R, and received a few days later on 120419
257920 - 1203. ref SDS 43 FS5H It was later installed on 120429 2236,
257921 - ref SDS 54 7T9I, and used for the past year until on 130509 began
257922 - having OS problems, and so decided to reinstall, reported on 130519
257923 - 1704. ref SDS 55 Y55H
257924 -
257925 -
257927 - ..
257928 - Microsoft Says Run Upgrade CD to Repair Windows 7 Ultimate OS
257929 -
257930 - Ashish proposed running Windows upgrade CD on installation just
257931 - completed, per above, ref SDS 0 PT4O, to see if this repairs some
257932 - files that are not working.
257933 -
257934 -
257935 -
257937 - ..
2580 -
2581 -
2582 - 1538
2583 -
258301 - Launched Windows CD from within new windows installation donw earlier
258302 - today, per above. ref SDS 0 UJ68
258304 - ..
258305 - Ashish advised that since this new "upgrade" installation will take
258306 - seveal hour, he will back in an hour or so to check on progress and
258307 - continue resolution of setup problems.
258308 -
258310 - ..
2584 -
2585 -
2586 - 1545
2587 -
258701 - Windows completed 1st 4 setup steps, and began the final installation
258702 - process...
258704 - ..
258705 - Transferring files, settings, and programs..
258706 -
258708 - ..
2588 -
2589 -
2590 - 1652
2591 -
259101 - Upgrade Failed Complete Running in New Wndows 7 Full Version Installation
259102 -
259103 - Windows upgrade installation seems stalled at the same position for
259104 - the past hour, about 66% complete transferring files, settings, and
259105 - programs, for the pa
259107 - ..
259108 - Might indicate corrupt upgrade code on the CD.
259110 - ..
259111 - Tried pointer; it is not responding - won't move on the screen.
259112 -
259114 - ..
2592 -
2593 -
2594 - 1710
2595 -
259501 - Shopped for Windows 7 Ultimate 64-bit full version in case Ashish is
259502 - correct that CD we purchased and installed last year is somehow not
259503 - really a full version for clean install.
259505 - ..
259506 - Prices even on Amazon seem to vary considerably.
259507 -
259509 - ..
2596 -
2597 -
2598 - 1719
2599 -
259901 - Microsoft Called Back Notified Windows Repair Failed to Complete
259902 -
259903 - Ashish called back.
259904 -
259905 - He suggested unplugging the modem cable for the network.
259907 - ..
259908 - Did this.
259910 - ..
259911 - Ashish left the line for a few mintues to research the problem.
259912 -
259913 -
259915 - ..
2600 -
2601 -
2602 - 1730
2603 -
260301 - Hardware Conflict Considered Causing Persistent Windows Setup Failure
260302 - Microsoft Proposes Run Failing Upgrade Another Hour to Repair Windows 7 Full Version Installation
260303 -
260304 - Ashish back online..
260305 -
260306 - He feels there may be some hardware conflict that was not manifest
260307 - nor significant enough to prevent the system from running the past
260308 - year, but is stopping installation now.
260310 - ..
260311 - Ashish suggested letting the current "upgrade" operation continue for
260312 - another hour attempting to "repair" the successful installation
260313 - reported while talking with Jen, earlier today at 1135, per above.
260314 - ref SDS 0 PT4O Ashish feels this may succeed if allowed to run
260315 - for anothe hour.
260317 - ..
260318 - Ashish said if there is no progess after an hour or so, then do
260319 - another clean installation using the "custom" option, rather than
260320 - update, which has just failed, per above. ref SDS 0 TT9F
260322 - ..
260323 - Ashish will call back in an hour to get progress and offer further
260324 - assistance.
260325 -
260326 -
260328 - ..
2604 -
2605 -
2606 - 1650
260701 - ..
260702 - Upgrade Failed Started New Clean Install Windows 7 Full Version C18
260703 -
260704 - Started another attmept to install Windows 7 full version.
260706 - ..
260707 - Decided to just do format, since other steps should still be effective
260708 - from prior attempts, listed above. ref SDS 0 W45O
260710 - ..
260711 - After formatting, tried install, and this failed.
260712 -
260714 - ..
2608 -
2609 -
2610 - 1725
2611 -
261101 - Microsoft Proposes Run Custom Format Clean Install Windows 7 Full Version
261102 - Windows 7 Installation Fails Requires Solution EFI MBR Conflict
261103 - EFI MBR Conflict Requires Solution Windows 7 Installation Fails Persistently
261104 -
261105 - Ashish called back.
261106 -
261107 - Reported failed progress.
261109 - ..
261110 - Ashish proposed that instead of formatting with diskpart, use Custom
261111 - which has a format option.
261113 - ..
261114 - Ashish hung up to investigate.
261116 - ..
261117 - Shut down c18 and started again.
261119 - ..
261120 - This time executed format available in the installation "Custom"
261121 - option.
261123 - ..
261124 - The screen shows the same as on 130605 1444. ref SDS 56 V45J
261126 - ..
261127 - Got same error message as on 130605 1444. ref SDS 56 V46N
261129 - ..
261130 - Selected "Format" option, and got error message...
261131 -
261132 - Failed to format the selected partition. [Error:
261133 - 0x8004242d].
261135 - ..
261136 - Thus, even format fails until resolution of EFI MBR conflict.
261137 -
261139 - ..
2612 -
2613 -
2614 - 1947
2615 -
261501 - Trying another clean install configuring disk from beginning again,
261502 - instead of just formatting.
261503 -
261504 - diskpart
261505 - list disk
261506 - select disk 0
261507 - clean
261508 - convert mbr
261509 - create parition primary size=222000
261510 - assign letter=C
261511 - format fs=ntfs unit=4096
261512 - active......................boot partition
261513 - create parition primary
261514 - assign letter=D
261515 -
261517 - ..
2616 -
2617 -
2618 - 2002
2619 -
261901 - This failed again with same message consistently the past few days
261902 - reported on 130605 1444. ref SDS 56 V46N
261904 - ..
261905 - Indicates that installation earlier today was a fluke that cannot be
261906 - repeated with any known commands, per above. ref SDS 0 UJ6J
261907 -
261908 -
261910 - ..
2620 -
2621 -
2622 - 2021
2623 -
262301 - Ashish went offline to investigate.
262302 -
262304 - ..
2624 -
2625 -
2626 - 2023
2627 -
262701 - He feels the problem is that format has wiped out the MBR partition
262702 - assignment.
262704 - ..
262705 - We reviewed the record showing that the partition is configured for
262706 - MBR, per above. ref SDS 0 S26O The error message, which he wrote
262707 - down a few minutes ago says expressly...
262708 -
262709 - The selected disk has an MBR partition table.
262710 -
262711 - ...see the record on 130605 1444. ref SDS 56 J74H
262713 - ..
262714 - Ashish asked for size of disk 0?
262716 - ..
262717 - Advised..................... 256 GB.
262719 - ..
262720 - Ashish Said to shut down the disk.
262722 - ..
262723 - Restart, and tap F2
262725 - ..
262726 - This did nothing.
262728 - ..
262729 - Asked Ashish what he wants to accomplish by tapping F2 on startup?
262731 - ..
262732 - Ashish explained he wants to open the BIOS on c18.
262734 - ..
262735 - Explained BIOS on c18 is opened by tapping ESC.
262736 -
262738 - ..
262739 - Microsoft Proposes Modify BIOS to Boot from CD Avoid EFI MBR Conflict
262740 - Microsoft Cites BIOS Configuration Limitations HP Problem Solve C18 Setup
262741 -
262742 - We then opened the BIOS on c18.
262744 - ..
262745 - Ashish said his research at Microsoft says the "work around" solution
262746 - to the EFI system conflict with MBR partition table requires booting
262747 - from the CD drive. He wants to change the Boot Menu to launch from a
262748 - CD drive instead of the boot manager.
262750 - ..
262751 - Explained this was reported previously 2 days ago on 130605 1444.
262752 - ref SDS 56 014P
262754 - ..
262755 - Reviewed the record showing HP's boot menu enables moving an arrow to
262756 - select a CD boot device, but there is no way to save that
262757 - configuration, reported earlier this morning, per above. ref SDS 0
262758 - RL3H
262760 - ..
262761 - Also this morning Sujan at HP said the BIOS for h8 1280t computer
262762 - (c18) does not support booting from CD to avoid EFI system MBR
262763 - conflict. HP proposes customers install a recovery version of Windows
262764 - 7, per above. ref SDS 0 0254
262766 - ..
262767 - Ashish feels this is an HP problem.
262769 - ..
262770 - Asked Ashish to write a letter for response to Sue, the supervisor at
262771 - HP who coordinated Microsoft support this morning, per above.
262772 - ref SDS 0 RL4H She requested feedback on results from Microsoft
262773 - fixing this problem. ref SDS 0 3D3J
262774 -
262776 - ..
262777 - HP Requests Feedback Micosoft Findings Guide Resolution Setup Failure C18
262778 -
262779 - Explained we received a letter from Jen this morning reporting initial
262780 - success installing Windows 7, and that more was needed to install
262781 - device drivers, per above. ref SDS 0 UT6I This was reported to Sue at
262782 - HP. She requested feedback to complete record on subsequent findings
262783 - working with Microsoft to solve Windows 7 installation problems, per
262784 - above. ref SDS 0 I54F
262785 -
262786 -
262787 -
262789 - ..
2628 -
2629 -
2630 - 2044
2631 -
263101 - Ashish went off line to consult with a supervisor on sending a letter
263102 - on this support call.
263103 -
263104 -
263106 - ..
2632 -
2633 -
2634 - 2134
2635 -
263501 - Microsoft Refuses Feedback Findings HP Problem BIOS Setup Problem
263502 -
263503 - Ashish back online.
263504 -
263505 - Ashish has consulted with his boss and with the supervisor of the
263506 - department. They said Ashish cannot send a letter presenting results
263507 - of the work today, and that resolution of problem requires support
263508 - from HP, per above. ref SDS 0 3Y6F
263510 - ..
263511 - Ashish suggested the customer write a letter to HP presenting what
263512 - Microsoft reports today.
263514 - ..
263515 - Explained this is not good practice. It is like a referral doctor
263516 - telling a patient to write a letter presenting the doctor's findings
263517 - and recommendations for care to the referring doctor. Invariably the
263518 - referring doctor doubts the efficacy of patient reports without
263519 - supporting documentation from the expert doctor who consulted in the
263520 - case.
263522 - ..
263523 - Ashish explained it is easier to avoid submitting documentation and
263524 - to invest time fixing errors than to ensure accurate communications.
263526 - ..
263527 - Thanked Ashish for trying to solve this setup problem.
263529 - ..
263530 - Ashish said he wants to work on this further, despite saying it is an
263531 - HP problem. He will call on Monday, 130610 to ask about progress
263532 - following call from HP and further efforts to install Windows 7 on
263533 - c18.
263535 - ..
263536 - Thanked Ashish for assistance today.
263537 -
263538 -
263539 -
263541 - ..
2636 -
2637 -
2638 - 2212
2639 -
263901 - Microsoft Requests Feedback on Support Fix Windows 7 Installation Problem
263902 -
263903 - Received letter from Ashish at Microsoft saying...
263904 -
263905 - 1. Subject: SRX1207966235ID -
263906 - Date: Sat, 8 Jun 2013 04:47:22 +0000
263914 - ..
263915 - 2. This is Ashish Sondhi with Microsoft Windows Technical Support.
263917 - ..
263918 - 3. I am following up regarding your Windows service request
263919 - 1207966235. I attempt to reach you at the preferred callback
263920 - time that we've agreed upon. We have recorded your
263921 - availability as below:
263923 - ..
263924 - 4. Available Days: June 10, 2013
263925 - Preferred Times: 1430-1630 hrs; PST
263927 - ..
263928 - 5. My goal is to ensure that your experience with Microsoft
263929 - Windows Technical Support leaves you pleased with our products
263930 - and services.
263932 - ..
263933 - 6. If you have any feedback regarding Microsoft support, we would
263934 - be glad to hear from you. If you would feel more comfortable
263935 - speaking with someone else regarding my service, Ashwani
263936 - Saluja, my manager, would be very happy to hear your comments
263937 - and suggestions. You may reach my manager by sending an email
263938 - to v-2assa@mssupport.microsoft.com Thank you for contacting
263939 - Microsoft Windows Technical Support.
263941 - ..
263942 - 7. Sincerely,
263943 -
263945 - ..
263946 - Ashish Sondhi
263947 - Escalation Support Engineer
263948 - Email: v-2aso@mssupport.microsoft.com
263949 - Work Hours:
263950 - 0700 hrs to 2000 hrs PST (Mon-Fri)
263951 - Customer Service and Support
263952 - Voice Mail: 425-635-2997 Ext. 32826
263953 -
263954 -
263955 -
263956 -
263957 -
263958 -
263959 -
263960 -
263961 -
263962 -
263963 -
2640 -