Re: Questionable Item in Restore Feature



Romeo wrote:
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.

The tech was correct by not installing the driver from Window Update. The best advise in this situation is "if it ain't broke, don't fix it".

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.

A reinstall should not have removed Office. Why not just reinstall Office at this point?

Do a test print, is the printer functioning now?

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?

I have installed drivers that were unsigned without a problem. The best advise is to use the manufactures drivers.

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.


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


"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.
.

Loading