Shropshire Slasher

lol. see what mary did here?

3:58:16 PM Agent LIBX_Mary_191567

Charles as of the mement can we can consider this issue resolved?

3:58:31 PM Customer Charles Moreau

pending the replacement of the card, yes

4:01:24 PM Agent LIBX_Mary_191567

To summarize Charles you contacted us because your system hang up while playing game and when you reboot it doesn't boot to window,your video was distorted.We tried to run Diagnostic there was no error found.We tried to download the driver for that still didn't work.Correct?

4:01:47 PM Agent LIBX_Mary_191567

Charles by any chance are you satisfied with the service that I provided today?

4:02:13 PM Customer Charles Moreau

your assessment is correct

4:02:42 PM Agent LIBX_Mary_191567

So are you satisfied?

4:03:23 PM Agent LIBX_Mary_191567

Hi are you still there?

4:04:04 PM Customer Charles Moreau

yes

I'm tired of fighting.

And seriously though... after 4 hours of their resources, don't you think it would have been better to ship me the replacement in the first place? dunno what their script monkeys make, but even at 10 ruples an hour, plus online resources, to then end up shipping me a card anyway and you've got to wonder.

My guess is this log comes up at staff meeting on Friday.

3:43:14 PM Customer Charles Moreau

i'm 1337 enough

You took a serious risk there of totally confusing her and tacking an additional 10 minutes of "huh?" back and forth. Count yourself lucky.

Evidently, after 3 hours, I've got nothing better to do.

Now I'm just being

3:37:10 PM Agent LIBX_Mary_191567

ok.Can you give me 3 minutes to create your replacement?Thank you

3:39:01 PM Customer Charles Moreau

sure

3:41:45 PM Customer Charles Moreau

question... will this be a service call or just a replacement part shipment?

3:42:36 PM Agent LIBX_Mary_191567

Can you install it by yourself or would you like me to send an onsite technician to install it for you?

3:42:42 PM Customer Charles Moreau

I can do it

3:42:51 PM Customer Charles Moreau

3:43:14 PM Customer Charles Moreau

i'm 1337 enough

3:43:26 PM Agent LIBX_Mary_191567

Great.then Ill just send you the part.

3:44:21 PM Customer Charles Moreau

cool

I'll lay odds that after the vid card is replaced he still has the issue. Then he'll have to go through this whole ordeal again to get the mobo replaced. :lol: :lol: :lol:

Hush you.

so here's a new one... as of right now, it sounds like they want me to replace the video card myself!

I don't believe it. I suspect they will schedule a service call. we'll see.

Finally, progress, perhaps?

3:24:20 PM Agent LIBX_Mary_191567

Based on what we did

3:25:10 PM Agent LIBX_Mary_191567

Since we performed all the possible solutions regarding your concern.

3:25:45 PM Agent LIBX_Mary_191567

let me go ahead and replace your video card.

3:26:54 PM Customer Charles Moreau

k

WARNING! WARNING! WARNING!

3:12:35 PM Agent LIBX_Mary_191567

Actually Charles that's my last option.

3:13:35 PM Agent LIBX_Mary_191567

If the still nothing happened downloading the driver.You might contact the a third party regarding your issue.

3:14:34 PM Customer Charles Moreau

?

3:14:42 PM Customer Charles Moreau

like the manufacturer of the laptop?

3:15:02 PM Customer Charles Moreau

who provided the bios

3:16:00 PM Agent LIBX_Mary_191567

Anyway have you updated your bios?

3:17:15 PM Customer Charles Moreau

not recently, I'll have to check teh version. But there was nothing changed from before Sunday to after sunday. no driver installs, no bios flash, no software install.

3:18:46 PM Customer Charles Moreau

just a screen corruption in game, then corruption in the bios screen and windows boot screen. VGA mode seems to work in safe mode and normal mode, but the full nVidia drivers blanks my screen.

And the laughs keep coming

3:07:04 PM Agent LIBX_Mary_191567

ok let me see what else we can do.

3:08:24 PM Agent LIBX_Mary_191567

ok lets try it again.

3:08:56 PM Customer Charles Moreau

k. Do I go back to safe mode, uninstall drivers, then boot normal mode, reinstall the nvidia driver?

3:09:15 PM Agent LIBX_Mary_191567

yes.

3:10:44 PM Agent LIBX_Mary_191567

anyway Charles believe you downloaded the drivers successfully.

3:11:15 PM Customer Charles Moreau

question for you as I do that. How might a bad video driver in Windows cause vga corruption during the POST screen, Windows startup screen, and diagnostic mode screen?

3:11:25 PM Customer Charles Moreau

yes, driver downloaded successfully

3:03:34 PM Agent LIBX_Mary_191567

yes kindly install.Im sorry for the inconvinience.

3:03:50 PM Customer Charles Moreau

working

3:04:14 PM Agent LIBX_Mary_191567

ok

3:05:24 PM Agent LIBX_Mary_191567

just tell me when your done.

3:05:50 PM Customer Charles Moreau

Just now, as the driver was installing, my screen went black.

3:06:08 PM Customer Charles Moreau

Now it is just sitting here. A black nothingness. Alone, cold.

2:46:38 PM Agent LIBX_Mary_191567

can you go to support.dell.com

2:48:05 PM Customer Charles Moreau

yes

2:48:33 PM Agent LIBX_Mary_191567

We will just download the driver.Through support.dell.com

2:48:50 PM Customer Charles Moreau

k

2:49:03 PM Agent LIBX_Mary_191567

tell me when your there

2:49:12 PM Customer Charles Moreau

there. will I enter the service tag?

2:50:24 PM Customer Charles Moreau

que?

2:50:38 PM Agent LIBX_Mary_191567

yes,

2:51:13 PM Agent LIBX_Mary_191567

are you there?

2:51:27 PM Customer Charles Moreau

yes

2:52:03 PM Agent LIBX_Mary_191567

Then click on video

2:52:14 PM Customer Charles Moreau

k

2:52:48 PM Agent LIBX_Mary_191567

download NVIDIA 7900 GTX,XM1

2:53:54 PM Customer Charles Moreau

The option I have is 7900 GTX 174.31 XP, A05

2:54:36 PM Agent LIBX_Mary_191567

click Nvidia 7900 GTX

2:54:52 PM Customer Charles Moreau

k

2:55:09 PM Agent LIBX_Mary_191567

tell me what will happen.

2:55:21 PM Customer Charles Moreau

It wants me to download R180918.exe

2:55:44 PM Agent LIBX_Mary_191567

let me verify it.

2:58:39 PM Agent LIBX_Mary_191567

Im sorry my mistake please choose 7900 GTX 174.31 XP, A05

3:00:14 PM Agent LIBX_Mary_191567

then download R180918.exe

3:01:04 PM Agent LIBX_Mary_191567

tell me when it work.Thank you.

3:01:13 PM Customer Charles Moreau

I have the file downloaded.

3:02:09 PM Agent LIBX_Mary_191567

ok.So can we consider this issue resolved?

3:02:35 PM Customer Charles Moreau

um... what?

3:02:46 PM Customer Charles Moreau

I downloaded the driver. Did you want me to install it?

ROFL!!!!!!!!!!!!!!!!!!!!!!!

2:10:19 PM Customer Charles Moreau

i'll let you know if/when I make it

2:10:43 PM Agent LIBX_Mary_191567

ok.

2:10:53 PM Customer Charles Moreau

in Normal mode, with standard VGA driver.

2:11:10 PM Agent LIBX_Mary_191567

yes

2:11:26 PM Customer Charles Moreau

Found New Hardware Wizard came up

2:11:40 PM Agent LIBX_Mary_191567

What does it say?

2:12:16 PM Customer Charles Moreau

Welcome to Found New Hardware Wizard

2:12:28 PM Customer Charles Moreau

Can Windows connect ot windows update to search for software

1:57:03 PM Agent LIBX_Mary_191567

I figure it out.

1:57:09 PM Customer Charles Moreau

?

1:57:28 PM Agent LIBX_Mary_191567

Would you mind if we cancel the memory test.

1:57:33 PM Customer Charles Moreau

not at all

1:57:58 PM Agent LIBX_Mary_191567

Your system is in safe mode now,correct?

1:58:10 PM Customer Charles Moreau

no. diagnostic mode

1:58:33 PM Agent LIBX_Mary_191567

ok go on safe mode.

1:58:59 PM Customer Charles Moreau

how do I end diagnostic?

1:59:04 PM Customer Charles Moreau

just power off /on?

2:00:23 PM Agent LIBX_Mary_191567

press escape or power off.

2:01:12 PM Customer Charles Moreau

k booting into safe mode

2:02:38 PM Agent LIBX_Mary_191567

ok

2:02:44 PM Agent LIBX_Mary_191567

tell me when its done.

2:02:51 PM Customer Charles Moreau

done

2:04:04 PM Agent LIBX_Mary_191567

ok while in safe mode.Kindly remove the video card driver.

2:04:41 PM Customer Charles Moreau

use "add/remove programs"?

2:04:49 PM Agent LIBX_Mary_191567

Just tell me when your done.

2:05:53 PM Agent LIBX_Mary_191567

ues

2:05:59 PM Agent LIBX_Mary_191567

go in device manager

2:07:28 PM Customer Charles Moreau

drivers removed, rebooting. still in safe mode?

2:08:30 PM Agent LIBX_Mary_191567

Great,Now Charles,lets try to boot in normal mode and see what will happen.Can you that for me?Thanks.

12:40:53 PM Agent LIBX_Mary_191567

I�€™ll be happy to assist you with that. Can I start with your name, Service Tag, system type, email address, and current contact phone number.

 

I'd get rid of the information you gave on the forum if I were you. I mean, I wouldn't have it there.

Done. Good point.

1:51:18 PM Agent LIBX_Mary_191567

Actually Charles im suspecting athat it might be the LCD or the controller thats causing the problem.

1:51:27 PM Customer Charles Moreau

?

1:51:59 PM Customer Charles Moreau

I would place money on the controller, as the lockup happned in game, and the corruption isn't visible in windows safe mode

1:52:44 PM Agent LIBX_Mary_191567

But then you told me that you can't boot to window.That complicate it

1:54:13 PM Agent LIBX_Mary_191567

ok

1:54:29 PM Customer Charles Moreau

I CANNOT BOOT TO NORMAL MODE!!!!!!!

1:54:39 PM Customer Charles Moreau

ONLY SAFE MODE!!!!!!

I'm pushing it here. But, c'mon!

FTW

is mary you're customer service rep.or your friend her?

 

Maybe both! I'll ask her out here while the memory diag is running.

1:18:23 PM Agent LIBX_Mary_191567

ok lets try to run diagnostics.woul

1:18:53 PM Agent LIBX_Mary_191567

heres what we are going to do.

1:19:28 PM Agent LIBX_Mary_191567

Hi,are you still there?

1:19:50 PM Customer Charles Moreau

yes

1:20:33 PM Agent LIBX_Mary_191567

Kindly turn of the system.Thank you.

1:20:48 PM Agent LIBX_Mary_191567

Push and hold the power button for 10 seconds to confirm the system is completely powered off.

1:21:18 PM Agent LIBX_Mary_191567

tell me if your done.

1:21:27 PM Customer Charles Moreau

k

1:21:30 PM Customer Charles Moreau

done

1:21:48 PM Agent LIBX_Mary_191567

Press and hold the <Fn> key, and then press the power button to power the system on.

1:22:03 PM Agent LIBX_Mary_191567

Release both buttons. The Pre-Boot System Assessment screen appears and the PSA diagnostics begin.

1:22:08 PM Customer Charles Moreau

k

1:22:18 PM Agent LIBX_Mary_191567

Do not press any keys while the tests are running unless prompted to do so.

1:22:30 PM Customer Charles Moreau

k

1:22:38 PM Agent LIBX_Mary_191567

Document any error codes displayed by PSA diagnostics. After the error tones, or completion of the PSA diagnostics, the Dell 32-bit Diagnostic screen appears.

1:22:58 PM Agent LIBX_Mary_191567

Press the <Enter> key to select the Express Test from the menu.

1:23:23 PM Agent LIBX_Mary_191567

Document any error codes that are received

1:24:43 PM Customer Charles Moreau

tests are running. The screen corruption is visible during these tests, but don't het seem to affect them.

1:26:55 PM Agent LIBX_Mary_191567

so cant see if theres an error code/

1:27:47 PM Customer Charles Moreau

The corruption doesn't render the screen unreadable. Imagine viewing the screen with small green or white pixels superimposed on top of it

1:27:58 PM Customer Charles Moreau

in a regular pattern

1:29:39 PM Agent LIBX_Mary_191567

is there any peripheral connected top your system?

1:29:45 PM Customer Charles Moreau

no

1:30:09 PM Agent LIBX_Mary_191567

By the way what kind of video cards are you using?

1:31:00 PM Customer Charles Moreau

the system still has the nVidia 7900 GTX that it shipped with.

1:31:23 PM Agent LIBX_Mary_191567

ok.thank you for that information.

1:34:28 PM Agent LIBX_Mary_191567

All right Charles since diagnostic wont work.Lets try system restore would that be fine with you?

1:35:19 PM Customer Charles Moreau

? diagnostic is currently running.

1:35:37 PM Customer Charles Moreau

would you like to let it finish?

1:36:03 PM Agent LIBX_Mary_191567

ok.thought there is no error sorry,my mistake.

1:36:13 PM Agent LIBX_Mary_191567

let it finish.

oh, and another thing... stay by the keyboard. I've noticed that they will leave you hanging for 5+ min. But if you don't respond in 30 sec, they start pestering you, with a finger on the dump button

My guess at this point is that I've got a crappy nvidia chip (7900 GTX). After all, the problem is happening in the bios boot screen. This indicates that it is coming off the card at the hardware level.

We'll see what we get down the line.

1:10:48 PM Customer Charles Moreau

k safe mode has (re) loaded

1:11:38 PM Agent LIBX_Mary_191567

Ok tell me what will happen next

1:12:10 PM Customer Charles Moreau

well, I get a desktop, with safe mode written in all three corners.

1:12:23 PM Customer Charles Moreau

The bios boot screen still exhibits distortion

1:12:58 PM Agent LIBX_Mary_191567

you video distortion still occurs/

1:13:13 PM Customer Charles Moreau

during bios and windows boot screens, yes

1:13:24 PM Customer Charles Moreau

In Safe mode, distortion seems to be gone

1:13:32 PM Customer Charles Moreau

Still cannot boot into windows normal mode

1:14:48 PM Agent LIBX_Mary_191567

ok let me clarify you cant boot in normal mode and your video screen is distorted.Correct?In safe mode its the same both problem still occurs?

1:15:28 PM Agent LIBX_Mary_191567

Is there any error message?

1:15:32 PM Customer Charles Moreau

If I boot in normal mode, the BIOS screen and windows boot screens are distorted, but I never get into windows. Just a black screen where login should be.

1:15:55 PM Customer Charles Moreau

If I boot into safe mode, I get the BIOS and windows boot screen corruption, but I can log into windows

1:16:03 PM Customer Charles Moreau

No error messages are ever displayed

1:16:33 PM Agent LIBX_Mary_191567

ok let me check on something.One moment please.Thank you.

You can probably see where I start to scratch my head at some of the responses and requests I'm getting.

As it get's more comical (odd requests, poor grammar), I start reciprocate. For lulz.

My dell XPS M1710 died during CS:S last night

Upon reboot, the load screens have green has marks across them.

What follows is a my chat log. I'm only half way done. more or less.

12:39:43 PM System System

You are now being connected to an agent. Thank you for using Dell Chat

12:39:43 PM System System

Connected with LIBX_Mary_191567

12:39:58 PM Agent LIBX_Mary_191567

Thank you for contacting/using DELL XPS premium Chat support! My name is Mary, How may I help you today?

12:40:24 PM Customer Charles Moreau

My XPS M1710 hung last night while playing a game.

12:40:39 PM Customer Charles Moreau

then upon reboot it had distorted video and won't boot into windows

12:40:53 PM Agent LIBX_Mary_191567

I’ll be happy to assist you with that. Can I start with your name, Service Tag, system type, email address, and current contact phone number.

12:41:34 PM Customer Charles Moreau

BITE ME HA><ORZ!!!1!1!!!!!!!ZOMG!!!!!11!

12:42:04 PM Agent LIBX_Mary_191567

Thank you for those in formations.

12:42:38 PM Agent LIBX_Mary_191567

One moment please,I will pull up your record.Thank you.

12:43:28 PM Agent LIBX_Mary_191567

May I call you with your first name?

12:43:38 PM Customer Charles Moreau

yes

12:44:28 PM Agent LIBX_Mary_191567

Pleased to meet you Charles,just to inform you the warranty of your system is still active.

12:44:36 PM Customer Charles Moreau

thank you

12:44:38 PM Agent LIBX_Mary_191567

Are we chatting on the system with the issue?

12:44:46 PM Customer Charles Moreau

no

12:45:16 PM Agent LIBX_Mary_191567

Did you try anything already yourself?

12:46:29 PM Customer Charles Moreau

well, I cleaned the heat exchangers where they are visible through the chasis grills (by the fans on the left and right side).

12:46:49 PM Customer Charles Moreau

I suspected heat, because that was cited as a reason the last service call was necessary

12:46:57 PM Customer Charles Moreau

but upon reboot

12:47:20 PM Customer Charles Moreau

the screen showed green hash marks superimposed upon the boot screen

12:47:33 PM Customer Charles Moreau

then the system never seems to make it to windows.

12:47:39 PM Customer Charles Moreau

just a black screen

12:48:28 PM Agent LIBX_Mary_191567

ok,Charles can you give me at least 3 minutes to further study your case.Thank you.

12:48:39 PM Customer Charles Moreau

sure

12:51:29 PM Agent LIBX_Mary_191567

Charles to verify your portable don't boot in normal mode.Correct?

12:51:37 PM Customer Charles Moreau

correct

12:51:58 PM Agent LIBX_Mary_191567

Have you tried to boot in safe mode?

12:52:02 PM Customer Charles Moreau

no

12:52:30 PM Agent LIBX_Mary_191567

ok lets try it and see what will happen.

12:52:35 PM Customer Charles Moreau

ok

12:52:59 PM Agent LIBX_Mary_191567

To access safe mode, restart your computer and at the Dell screen slowly start tapping F8 to access the Windows advanced startup options. Next, highlight safe mode and press Enter, then select the appropriate operating system and press Enter again.

12:54:28 PM Customer Charles Moreau

Safe mode is loading. I appear to be at the desktop

12:55:19 PM Agent LIBX_Mary_191567

Is there an option?

12:55:56 PM Customer Charles Moreau

?

12:56:03 PM Customer Charles Moreau

windows loaded safe mode

12:56:33 PM Agent LIBX_Mary_191567

click yes

12:56:47 PM Customer Charles Moreau

k

12:56:53 PM Agent LIBX_Mary_191567

After the Desktop appears with the words Safe Mode in all four corners, click Start, click Settings, click Control Panel, and click Add/Remove Programs.

12:57:34 PM Customer Charles Moreau

k

12:57:48 PM Agent LIBX_Mary_191567

Remove the program

12:57:53 PM Customer Charles Moreau

which?

12:58:09 PM Agent LIBX_Mary_191567

Are we chatting on the system with the issue?

12:58:17 PM Customer Charles Moreau

no

12:58:32 PM Customer Charles Moreau

it is sitting next to me

12:58:39 PM Customer Charles Moreau

which program am I to remove

12:58:41 PM Customer Charles Moreau

?

12:59:19 PM Agent LIBX_Mary_191567

What software have you installed recently?

1:00:00 PM Customer Charles Moreau

Nothing recently

1:00:24 PM Customer Charles Moreau

and I was able to play the same game for all weekend before the sudden crash

1:00:29 PM Agent LIBX_Mary_191567

ok.

1:01:24 PM Agent LIBX_Mary_191567

Anyway what game are you playing when this problem occurred?

1:01:34 PM Customer Charles Moreau

Counter Strike: Source

1:01:48 PM Agent LIBX_Mary_191567

What kind of anti-virus your currently using?

1:02:17 PM Customer Charles Moreau

Ire currently using Symantec

1:03:09 PM Agent LIBX_Mary_191567

Does McAfee still in your system?

1:03:14 PM Customer Charles Moreau

no

1:03:35 PM Customer Charles Moreau

My employer uses Symantec, and provides updates

1:03:54 PM Agent LIBX_Mary_191567

ok let me work on it.

1:04:59 PM Agent LIBX_Mary_191567

lets continue to boot in safe mode.Can you restart the computer for me.Thanks.

1:05:22 PM Customer Charles Moreau

I'm already in safe mode. Do I need to restart? we haven't done anything yet

1:06:29 PM Agent LIBX_Mary_191567

Yes we need to restart the system to verify if it starts up properly in safemode.

1:06:58 PM Customer Charles Moreau

k. gimme a sec.

1:07:39 PM Agent LIBX_Mary_191567

Take your time.

too lazy to look it up... but a while back there was a story about a grrrl (college age?) that pounded some big meat product like that.

She certainly didn't look up to it, but she managed it.

What is this "premature ejaculation" you speak of?

Shrop is still bitter and I don't blame him...

Heh... But you don't even know what I would tell him!

When Kwai Chang Caine carried the pot of hot coals out the door, was he left bitter by the ordeal? Or did it teach him a lesson that could only be learned in the doing?

I only wanted to point stuttering-grasshopper towards teh Noble Eightfold Path.