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Asus tech support - non-useful reply!
Now, I know that in principle the points made in this note and the
questions it is asking are not completely daft, but come on Asus, this isn't particularly customer friendly! They have responded with a set of questions that don't in any way address the issue that I have, and tell me that if *they* don't do anything for more than 5 days then they will close the case!!! I've posted it here as there is some useful stuff, but I thought you might appreciate the length of it more than anything else!!!! Matt (having problems with DV-in and Firewire on an A7N8X dlx) quotes from asus e-mail The following problem has been updated. This status indicates the ASUS Customer Support Engineer assigned to your case has requested more information from you and is awaiting your response. No Solution has been determined at this time. If this case remain idle for more than 5 working days it will be automatically closed You can view the problem at: http://Helpdesk.asus.com/user/view.asp?id=98218 * When you Submit a New Case to HelpDesk, we do need the whole system information, before we could find out what cause your computer problem. Could you provide us with the exact system configuration? For Example: " CPU, Memory, HardDisk, CD-ROM,VideoCard, PowerSupply, and Operating System, ETC...... PROBLEM DETAILS --------------- Case#: 98218 User Name: larkim Date: 7/4/2003 3:55:00 AM Model#: A7N8X deluxe - firewire - Panasonic camcorder Status: Case Pending for upto 1 week DESCRIPTION: ----------- Cannot write to DV tape from the onboard firewire ports of my A7N8X deluxe. I can write properly when I install a dedicated firewire card, so I am certain that the problem relates to the motherboard and it's firewire ports. The problem is the same on both the XP boot and a Win ME dual boot. Other users on the internet have experienced the same problem with no resolution (see link: http://groups.google.com/groups?hl=e...3DN%26tab%3Dwg) System summary:- Athlon XP 2100 512mb PC2100 ram Maxtor 80gb HDD Win XP / Win ME dual boot (problem exists on both) Panasonic NV-DS8B camcorder More Information: ----------- [7/4/2003 6:21:00 AM - lee] Included are some troubleshooting tips. If you continue to have this problem after going through this list, please fill out the configuration form at the bottom of this e-mail and reply back to us, or update your case online at http://helpdesk.asus.com. You can also call us at 502-995-0883, between 5:30AM and 5PM PST, Monday through Friday. Please use your case number when contacting us. If the problem you are reporting is a stability issue, these are usually caused by the memory or the power supply, or if the CPU running too hot. First, please check that your CPU is not overheating. You can check this in the BIOS Setup, under Power, then Hardware Monitor. If the CPU is overheating, please check that your heat sink and fan are properly installed and that you are using exactly one heat transfer agent between the CPU and heat sink (ex. Arctic Silver). Make sure that the heat sink compound is applied ONLY to the CPU die and that it is NOT shorting any surface mount components on top of the CPU, or contacting the CPU's pins. You can try some testing software like memtest86 to test your system's memory. http://www.memtest86.com. When run, this program will create a bootable floppy. Boot from this disk and let it complete at least 2 passes (7 sub-tests each pass) of the test. If this test generates errors, and you need help interpreting those results, please reply to this e-mail with the number of errors, how many passes, how long the test ran, and the configuration of your system. If this test has generated errors try running the test again with a different stick of memory, in case you have a defective module. If you are still having stability and memory issues, please ask the memory manufacturer the following questions: Have you done any certification testing with this memory module and our MB (motherboard), or any MB using the same chipset at the density you are trying to use (ex. 3*512MB DIMMS totaling 1.5GB of memory)? If the answer is "no" and they just build to a certain specification/standard, ask them who's specification/standard they use and how do they validate their design? If they just build the memory and do not validate it, how do they know it will perform? When we design our MB we follow the chipset makers spec. with regards to memory. We do validate the memory IC maker's reference designs with our MB to make sure they are up to spec. and to see if we need to add support for Higher density IC. Most memory module makers do not follow the IC maker's reference designs so they may use any IC's on their memory module. There is nothing wrong with this, but if they deviate from the IC makers reference designs (or even if they use the IC makers reference) they should do some level of validation to insure quality. Here is a list of memory manufacturers that use our motherboards, as well as others, to do this type of testing, and also will post a guarantee that their memory will work in our motherboards, as well as others. Please check the following websites for compatibility: www.corsairmicro.com www.unigen.com www.smartm.com www.mushkin.com Also, here are some setup tips that may help you to set up the system. Please start by clearing the system CMOS memory following the procedure in your manual. Make sure the power AND the battery on the motherboard is removed before shorting the CLR RTC solder points or jumper pins. You may need to refer to the "Interrupt Request Table" in your manual and arrange your PCI add-in cards so that they do not cause interrupt conflicts. Some devices just do not get along with each other. You may also try removing your PCI cards to see if this corrects the problem. If it does, add the cards back one by one to see which card is causing the problem. Anytime you add, move, or remove a PCI card, please enter BIOS setup and set the option "Reset Configuration Data" to "Yes" if your BIOS has this option. This will force the BIOS to reassign resources to your Plug And Play devices. Next, enter BIOS Setup and load setup defaults. Under Boot, if needed, please set the Boot Order. Then set "Reset Configuration Data" To "Yes". If there are any other changes you need to make for your specific system configuration, please do so at this time. Next, "Exit Saving Changes" and this should correct the issue. Windows 9X and ME have some issues with CPU speeds greater than 2.1 GHz (see 312108 in the Microsoft Knowledge Base), or more than 512 MB total system memory (see 253912 in the MS Knowledge Base). These operating systems cannot cache the memory properly. If your CPU is faster than 2.1 GHz, you will need to contact Microsoft Product Support Services to obtain a patch that will correct this issue. Here are some links for common memory and stability related problems: Err Msg: "Out of Memory" Error Messages with Large Amounts of RAM Installed http://support.microsoft.com/default...;en-us;q253912 Err Msg: Windows Protection Error in NDIS with a CPU That Is Faster Than 2.1 GHz http://support.microsoft.com/default...;en-us;q312108 Err Msg: While Initializing Device NTKERN: Windows Protection... http://support.microsoft.com/default.aspx?scid=kb;EN-US;q192397 Err Msg: Insufficient Memory to Initialize Windows http://support.microsoft.com/default.aspx?scid=kb;EN-US;q184447 Computer May Reboot Continuously with More Than 1.5 GB of RAM http://support.microsoft.com/default.aspx?scid=kb;EN-US;q304943 Computer Speed and Performance May Decrease http://support.microsoft.com/default.aspx?scid=kb;EN-US;q259161 Err Msg: Not Enough Extended Memory Available to Run Windows http://support.microsoft.com/default.aspx?scid=kb;EN-US;q311367 Troubleshooting Stop 0x24 or NTFS_FILE_SYSTEM Error Messages http://support.microsoft.com/default.aspx?scid=kb;EN-US;q228888 Make sure you have a FRESH install of your OS on THIS motherboard and that the drive was partitioned and formatted on this motherboard. Make sure that you install the most recent drivers in the following order: 1) Chipset/Motherboard drivers (Example, VIA 4 in 1's for VIA chipsets, Intel INF and Application Accelerator for Intel chipsets, Etc.). Do this BEFORE loading any other driver! 2) Latest version of Direct X. 3) Latest Video Card drivers. 4) SCSI/ATA drivers 5) LAN/NIC drivers 6) Modem drivers, then any other device drivers 7) Finally, install sound card drivers last. Also, please check to make sure your power supply can supply enough power to your system. If the CPU is below 700 MHz, the power supply we suggest as follows: 300 Watts with +5 Volt @ 25 amps, +12 Volt @ 10 amps, and +3.3 Volt @ 14 amps. If the CPU speed is above 700MHz, the power supply we suggest as follows: 350 Watt with +5V @ 30 amps, +12V @ 12 amps, and +3.3V @ 22 amps. If the CPU speed is above 2000MHz, the power supply we suggest as follows: 350 Watt with +5V @ 30 amps, +12V @ 15 amps, and +3.3V @ 22 amps. For Dual Intel MB, Min. P.S. should be: 350 Watt with +5V @ 35 amps, +12V @ 15 amps, and +3.3V @ 22 amps. For Dual AMD MB, Min. P.S. should be: 400 Watt with +5V @ 38 amps, +12V @ 15 amps, and +3.3V @ 20 amps. Please note that these are only suggestions and the actual size of the power supply may need to be larger than we suggest. Also, depending on the configuration of your system, you may need more power than listed above. For example, running multiple hard drives, CR-Rom drives or other accessories may increase the power requirements of your system. ************************************************** ************************ ************************************************** ******************** If the above suggestions are unsuccessful, please fill out the form below and reply to this e-mail or contact Technical Support at 502-995-0883. ************************************************** ************************ ************************************************** ******************** Could you please provide us with your EXACT system configuration? 1) Motherboard? What PCB revision and what BIOS revision? Is it in JMP mode or JMP FREE? Any other JMP settings moved from their default positions? If so, which ones? Any onboard devices disabled? If so, which ones? 2) Type of CPU? What type of heat sink and fan? What is your CPU temperature? As reported from PC Probe? As reported from BIOS Hardware Monitor? What is your CPU's Front Side Bus speed? If your CPU is an Athlon XP CPU, we will need to know if it is a Palomino (0.18 micron) or a Thoroughbred (0.13 micron). The OPN number (found on a sticker or the die on top the CPU) will start with an "AXD" on the Thoroughbred, or just start with an "AX" if it is a Palomino. If your CPU is a Pentium 4, is it a Williamette (0.18 micron) or a NorthWood (0.13 micron)? If your CPU is a Pentium 3, is it a Katmai core, a Coppermine core, or a Tualatin core? ___________________________ 3) Make, model and wattage of the power supply? How many amps are available on the +5 volts? +12 volts? +3.3 volts? +5 volts (VSB)? 4) Brand, type, and speed of memory? How many modules and what are the densities (in MegaBytes) of each? How many chips are on each side? Are they double sided or single sided modules? 5) What expansion cards are in the system? If anything is attached to a card (ire., SCSI HD), please note below the card. AGP = PCI1= PCI2= PCI3= PCI4= PCI5= PCI6= 6) What make and model disk drives and IDE devices are attached to the system? How are they jumpered (MA, SL, CS)? Floppy = Primary Master = Primary Slave = Secondary Master = Secondary Slave = RAID Primary Master = RAID Primary Slave = RAID Secondary Master= RAID Secondary Slave = 7) What other IO devices are connected? LPT = Com1 = Com2 = PS/2 Keyboard = PS/2 Mouse = USB = Game = 8) What Operating system are you using? Which Service Pack? Is this OS an upgrade or a fresh install on THIS motherboard? In what order were the drivers installed and what version are they? If this still does not work: 1) Try to exchange the item with your vendor 2) Visit http://helpdesk.asus.com on the web, click on the ASUS RMA Online link, and request an RMA 3) Send an E-mail to with your name, address and phone number, and the serial number of your product. 4) If you are in the USA or Canada, please call our RMA department at (510)739-3777 option 3. Please have the serial number of your ASUS product handy when you call. If you need further assistance, please contact us back at 502-995-0883 For Knowledge Base Please click the link: http://www.asus.com.tw/support/faq/faq.aspx For CPU Support for MB Please click the link: http://www.asus.com.tw/support/cpusu...pusupport.aspx For Technical Reference Please click the link: http://www.asus.com.tw/support/engli...ref/index.aspx For Download Please click the link: http://www.asus.com.tw/support/download/download.aspx end quote |
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If the uk side replied to you then your lucky, I have sent 3 emails (2 to
support and 1 to other) and 0 have received a reply, the Tiwan/Global service department has contacted me but I guess they cant understand the problem so they told me to try my local rep again.. |
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