Re: Questionable Item in Restore Feature

I forgot. The tech person today went all through the same processes (via
remote) that they did yesterday. The scanner had imbedded itself to such a
degree it could not be uninstalled in Add/Remove Programs. Another tech
(more skilled) took over the computer and ended up going to the registry and
deleting various entries. At that point they reinstalled HP and balked at
updating the driver. I had requested they retrieve the driver and download
the program from MS but they chose not to. It works but that makes me think
that MS update is inaccurate and untrustworthy then. If a customer cannot
download a driver without it failing.

Sometime during this conversation I asked him to check on my printer as it
had disappeared and told him I had noted that in the restore feature it had
been installed 4 times and I had not done any of them. He checked the
printer, it was there. I said well then lets print something and attempted
to open Word. The entire Office Program was gone. That is when the
conversations began and he came back want to do a wipe and restore.

I said are you sure you want to do that. I paid to have someone come in
here and set up this computer and network and you are now asking me to do
what I paid for but went on to state that I was not an IT person but not
computer illiterate and would cooperate to resolve the issue but that I was
pretty burned out. I again clarified that they should understand that part
of this was still going to MS update and getting the correct driver and the
43 priority updates that were available for the OS. He told me he had a
utility that would show me the drivers were MS compatible. I said all that
will do is show me verification and not signed drivers. There was a
difference--that is correct isn't it?

When I told him a reinstall over the phone meant reinstall battery backup
linksys and the network setup and asked him if he was sure he wanted to do
that -- another long conversation took place.

I am still waiting and it is not 5:45. Someone looked at the conversation
and left but the remote screen is still running.

Hope they don't think I will back off but if I am wrong and you can point it
out to me I would appreciate any assistance in that area.

Karen


"Bert Kinney" wrote:

Hi Romeo,

When System Restore failed, was it in Safe Mode, and what was the exact
error message?


Romeo wrote:
Thank you for your response. Did that. No dice. Can't get rid of it.
Went all the way back to 1/2 hour after tech installed the computer to the
only System Checkpoint and it too failed. I am very upset because I suspect
something with the scanner and I don't know what to ask for with Dell. A new
computer or an IT person to come to my house. All my equipment is MS
Certified with XP-PRO. The scanner was under warranty and was replaced. I
think the scanner and this problem are related but I do not know how to rule
that in or out or which Tech Support I should expect to do that for me. Any
further suggestions?




"Bert Kinney" wrote:

Hi Romeo,

The "Installed Windows XP Wdf01005" restore point must have been created by
a Kernel-Mode Driver install process on one of the various devices installed.

More information on Kernel-Mode Driver Framework (KMDF)
http://www.microsoft.com/whdc/driver/wdf/KMDF.mspx

This is one of the few times using the Last Known Good Configuration startup
option may help recover from the problem. Use the following instructions and
choose this option.

Starting Windows XP in Safe Mode:
http://bertk.mvps.org/html/safemode.html

If that does not work, then start Windows in Safe Mode again and try running
System Restore from there to a point in time before the problem appeared.

Regards,
Bert Kinney MS-MVP Shell/User
http://bertk.mvps.org
Member: http://dts-l.org



Romeo wrote:
Hi Bert:

I had this computer installed two days ago. Dell 710 Lock and Load w/Quad
Core processor. The installation tech was to set up a network. I did not
want the McAfee so that was uninstalled and OneCare was installed. A
connection between two computers could not be made with the wall up but I
resolved that problem via OneCare chat. Everything was going fine. I
attempted to install my one year old HP 8300 professional scanner
(commercial) (on the compatible list) and got the typical "Stop" message this
program has to shut down but it did not shut down. Further into the install
process the screen appeared again but again it appeared to install the
program with the HP screen telling me it installed successfully. Note: This
program did this same thing exactly the same thing on my old computer Dell
8200 but it apparently did install as I used it many times.

Back to the Scanner install. After the program said to connect the scanner
I did so. The scanner displayed a message "Download FW". I called Tech
Support and the scanner had to be replaced. (lucky I had the coverage it was
expensive when I purchased it).

Moving on. I ran full back-up last night with OneCare with external HD. I
right clicked the external HD to open it and renamed the backup file. I
could then not stop the drive no matter what I did so finally I just shut it
off. (I hope the backup is still good).

I attempted to connect to chat with Live One and could not make the
connection no way no how and I knew something was wrong.

I just went to Restore to see what was there and discovered several things.
The entry "Installed Windows XP Wdf01005" was at 6:37 last night. I cannot
for the life of me figure where it came from. There are two entries after
that entry regarding installation of the HP scanner. This is totally
incorrect. There are four entries of installation of my Samsung Laser
printer that worked yesterday but has since disappeared. There is no
uninstalls for this printer in the Restore window, through Help
Support/Restore feature. And to add salt to the wound--I am unable to
uninstall the HP software for the scanner in Add/Remove programs. It won't
do a thing but sit there.

I actually thought I would do a restore but could not select the restore
point because of the items that had been installed by the technician. There
was a system checkpoint at 3:55 the day my computer was set up which was
about 1/2 hour after he arrived. I would have lost all that I paid for had I
done it so I finally gave up and called Dell. They are extremely helpful but
I fear it will result in a complete reinstall. The Dell tech had me do the
system checkpoint restore and it was unsuccessful. So here I sit.

My delima is this: I am rather anal when it comes to the analysis of these
things because I certainly don't want to add more software and cause this
problem when I am on my own. Too often the short way is to just reinstall
everything--BUT I never get an answer.

BECAUSE my scanner coincidentally crashed I am very suspicious they this all
ties together and I really would like an answer that explains exactly what
happened if possible. Thank you for any light you might cast on this. The
Dell people will be calling me back tomorrow.

Thank you so much for you reply.

Karen

"Bert Kinney" wrote:

Hi Romeo,

Where exactly are you seeing the in System Restore?

Regards,
Bert Kinney MS-MVP Shell/User
http://bertk.mvps.org
Member: http://dts-l.org


Romeo wrote:
I am having a problem with live chat with OneCare so I started exploring. I
have an item in system restore that I have no idea what it is. I have
searched the web and MS and cannot find anything. The message is as follows:

Installed Windows XP Wdf01005

I posted this by mistake in Performance and Maintenance. Sorry. I hope
this is right and I hope someone has some guidance as to what this is. My OS
is XP-PRO--Sp2.

.