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nicksthegreat
PostPosted: Tue Jul 08, 2008 5:20 pm Reply with quote

PRO Level 13
 
 


Joined: 03 Nov 2004
Posts: 808
Location: NZ
I have also submitted an Incident Report online with Microsoft Online (Support Request Number: 1072393735)...... We'll see how they reply.
Will update you guys once I have got a reply.
 
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Grav!ty
Graham Massey
PostPosted: Wed Jul 09, 2008 12:03 am Reply with quote

VP - Operations
 
 


Joined: 14 Sep 2004
Posts: 20994
Location: Johannesburg
It will be very good to know why that's happening Nik smilenod
 
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nicksthegreat
PostPosted: Wed Jul 09, 2008 4:51 am Reply with quote

PRO Level 13
 
 


Joined: 03 Nov 2004
Posts: 808
Location: NZ
Here is the email I got from Microsoft Support - I have a long and Tededious task ahead of me....Will let you guys know

Dear Nikhil,

Thank you for contacting Microsoft Online Assisted Support. My name is xxxxx and I will be assisting you with your case involving system restarts when performing windows update.

As I understand it, your issue is that whenever you perform update for windows media player 11 or from windows update website, your computer restarts automatically. If there has been any misunderstanding, please let me know.

I understand the inconvenience you have experienced. Please be assured that I will do my best to help you.

In regards to this issue, the automatic updates will be disabled due to possible of virus infection on the computer. Therefore i would need you to try the suggestions given below.

Step 1: Perform Cleanboot
==================

- close all open and running programs.
- Note: please make sure you have cable connection and not wireless connection when performing cleanboot.
- click on Start, select on Run, type in msconfig and click on Ok.
- next when you get "System Configuration Utility" window, click on General tab.
- under General tab, click on Selective Startup.
- Under Selective Startup, un-tick only the items below:
Process SYSTEM.INI File
Process WIN.INI File
Load Startup Items
- next click on Services tab.
- put a tick on "Hide All Microsoft Services" and click on "Disable All"
- next click on Apply, Close and Restart the computer.
- once computer restart, perform windows update again and check to see if restarts the computer automatically.
- if it still restarts the computer automatically when performing windows update, please provide me with the Mini070808-02.dmp file in the C:\Windows\Minidump
- please zip the mini070808-02.dmp file and send it to my personal email address at xxxxx@xxxxxx.microsoft.com
- if it doesn't restarts the computer automatically when performing windows update, then continue with the steps given.
- click on Start, select on Run, type in msconfig and click on ok.
- next click on Services tab.
- make sure put a tick on "Hide All Microsoft Services"
- next in the list, you will see some of the services is un-tick.
- i would need you to tick them one at a time, click on Apply, Close and restart the computer
- next try the windows update again and check to see if it restarts the computer automatically each time you re-enable back the services.
- if after all the services is ticked and the computer does not restarts automatically when performing windows update, then proceed with the next step.
- click on Start, select on Run, type in msconfig and click on ok.
- next click on Startup tab.
- i would need you to tick them one at a time, click on Apply, Close and restart the computer.
- next try the windows update again and check to see if it restarts the computer automatically each time you re-enable back the Startup items.
- please give it a try on this method and i do understand its a little tedious job but its worth trying out to see if its a third party(non-microsoft) software or hardware problem that is causing the problem or not.
- to undo the cleanboot, click on Start, select on Run, type in msconfig and click on ok.
- under general tab, click on Normal Startup, click on Apply, Close and Restart the computer.

Please try the steps above and let me know the results.

If our issue still persists, I would need to gather some information regarding your PC to have a better understanding of the system and issue at hand.
- Version of Windows?
- What is the product ID of the windows installed on the computer?
(You can get that information by clicking on Start, right click on My Computer and left click on Properties and under Registered to: there will be a set of numbers and please do provide it on your next reply)
- Do you have the installation CD for the windows?
- Do you have any Antivirus or Firewall installed? (Brand and version?)
- Internet connection type? (Broadband or dialup or on a network?)
- Is the computer connected to a network or domain?
- When this problem starts to happen? What was the last thing done?
- Are there any error messages or numbers?
- Can I have a brief description of what is happening when you encounter the problem?

If you encounter any error message with the steps presented above, please capture screenshot of it. Here’s how to capture screenshot:
1. Once the error message appears, press "Ctrl" + "Print Scrn" on the keyboard.
2. Open Microsoft Word or Paint (Start->Programs->Accessories).
3. Click on Edit and click on Paste (once you paste, you will see the screen capture here).
4. Now save this file and send it to me.

Your feedback is very important to us. I would appreciate your confirmation or a reply on the results for the suggestions above. If anything is unclear, or if there are any questions about the steps, please do not hesitate to let me know. I will be glad to help.

Kind Regards,

xxxxxxx
 
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Absolute-Zero
Dan Wright
PostPosted: Wed Jul 09, 2008 5:29 am Reply with quote

PROfessional Member
 
 


Joined: 26 Jun 2004
Posts: 7632
Location: E13 9AZ
Good luck with this, Nicks, seems like you'll be doing a whole lot of rebooting for a while!

It's good to see MS giving you a detailed, step-by-step guide to try and fix the issue!
 
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nicksthegreat
PostPosted: Wed Jul 09, 2008 6:19 am Reply with quote

PRO Level 13
 
 


Joined: 03 Nov 2004
Posts: 808
Location: NZ
This is my reply to Microsoft email

Hi xxxxxx,

Thanks for your reply. I'm hoping nail down this issue as it is frustating to the last bit.

Anyways, I did the steps below for the Clean boot

- close all open and running programs.
- Note: please make sure you have cable connection and not wireless connection when performing cleanboot.
- click on Start, select on Run, type in msconfig and click on Ok.
- next when you get "System Configuration Utility" window, click on General tab.
- under General tab, click on Selective Startup.
- Under Selective Startup, un-tick only the items below:
Process SYSTEM.INI File
Process WIN.INI File
Load Startup Items
- next click on Services tab.
- put a tick on "Hide All Microsoft Services" and click on "Disable All"
- next click on Apply, Close and Restart the computer.

When I restarted the computer I opened the Setup file for Windows Media Player 11 and clicked on 'Validate' and sure enough it rebooted.
Sorry that I did not mention before that this is a Clean Install and I'm sure I dont have any viruses(if there are any it is from the Windows XP cd)

Once the system rebooted I got the attached error message. I will attach all the files under C:\WINDOWS\Minidump and the once stated in the attachment.
(If you dont mind I would like to know what information your looking for in the minidump and how to view it.)

Here is some basic Information of my PC setup

Motherboard: GA-K8NSN XP -939
CPU: AMD 3500+ 939 2.21GHz
GPU: ATI x800xt 256MB Platinum Edition
Memory: TwinMOS 2 x 512 MB Dual Channel
Hard Drives: 160GB Western Digital (Boot Partition), 120GB Seagate, 250GB Western Digital SATA
Version of Windows: Microsoft Windows 5.1 (Build 2600.xpsp.080413-2111 : Service Pack3
Product ID: xxxxxxxxxxxxxxx
I have a Windows XP Professional Version 2002 SP2 CD (Genuine)
I'm only using Windows Firewall
I'm connected to the Internet via a Broadband connection
The PC is part of a Workgroup
As stated before PC restarts whenever I connect to the Windows Update page, Turning on Automatic Updates and when trying to install WMP 11(trying to Validate)
I have attached a picture of the System error after the PC rebooted when updating Windows.(I could not find the files which were listed in the attached picture).


Thanks for you help.


Regards,

Nikhil
 
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nicksthegreat
PostPosted: Sat Jul 12, 2008 5:27 am Reply with quote

PRO Level 13
 
 


Joined: 03 Nov 2004
Posts: 808
Location: NZ
Hey guys, this is the reply I got after submitting the dumps

======================================================
Dear Nikhil,



Thank you for the prompt reply.



In regards to this issue, i have done a check on all 3 minidump files provided and it seems that you might have a problem with either the SATA hard disk or the SATA driver from your motherboard. The reason is because, base on the analysis of the dump files, all gives an image name problem of SI3112r.sys and done some checking it seems that it has something to do with the SATA driver or SATA hard disk. Would appreciate if you could check with the manufacturer of the computer to get them to check the SATA hard disk of your computer. Moreover from your computer specs you have 3 large hard disk. Try to install the windows on another hard disk instead and check to see if the problem is still the same. Usually when you get BSOD it is always due to hardware failure as far my knowledge is concern. When it comes to this, it will be out of my control if there is hardware failure. Please give it a try on the suggestions given and do keep me updated on what has been done. Do apologize if i am not of any help.



It's my pleasure to be of assistance and I look forward to hearing from you.





Kind Regards,
=======================================================

I dont think the SATA driver will be the issue but i will give it a try.
Unplugging it and installing Windows on a different Hard drive should do.
Wat do you guys think?
 
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yeshuas
Daniel Schmidt
PostPosted: Sat Jul 12, 2008 7:30 am Reply with quote

Support Team
 
 


Joined: 17 Jan 2007
Posts: 3394
Location: Chicago, IL
What are your system specs e.g. MB, CPU, how old are HDD's ect.
 
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nicksthegreat
PostPosted: Sat Jul 12, 2008 8:02 am Reply with quote

PRO Level 13
 
 


Joined: 03 Nov 2004
Posts: 808
Location: NZ
Motherboard: GA-K8NSN XP -939
CPU: AMD 3500+ 939 2.21GHz
GPU: ATI x800xt 256MB Platinum Edition
Memory: TwinMOS 2 x 512 MB Dual Channel
Hard Drives: 160GB Western Digital (Boot Partition), 120GB Seagate, 250GB Western Digital SATA

I have had this system since late 2005.
Havent used it much since I had major PSU issues.
 
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yeshuas
Daniel Schmidt
PostPosted: Sat Jul 12, 2008 8:24 am Reply with quote

Support Team
 
 


Joined: 17 Jan 2007
Posts: 3394
Location: Chicago, IL
I was having similar issues with your boards cousin, ASUS A8N-E w/AMD 4200+ 939, which has nForce 4 chipset, and it ended up being the host controller finally died. I ordered another MB, a Foxconn which was one of the only 2 type I could find.
 
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nicksthegreat
PostPosted: Sat Jul 12, 2008 8:46 am Reply with quote

PRO Level 13
 
 


Joined: 03 Nov 2004
Posts: 808
Location: NZ
Well guess what....the chap was right.
I removed the connection for the Sata drive and did not install any of its drivers.
Installed Windows on a different drive and activated it.

Tried to install Windows Media Player 11 and it Validated Windows fine !!!
Went to Windows Update and it installed all the new update!!! finally!!!

What do you think I should do about the Sata drive...I really dont want it to go to waste.
I will fish around on the Western Digital and Giga-Byte site for an updated driver for the Silicon Image RAID controller driver.


Any help will be appreciated guys.
 
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