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Aptiva - 2137-Exx lockups after Windows 98 Upgrade Coupon kit installed
Applicable to: United States
*** IBM Internal and Authorized Dealer Use Only ***
Windows 98 Upgrade for Ranger 2137-EXX Systems with AO CD-ROM Drive
Issue Description
After installing the OEM version of Microsoft Windows 98 Upgrade on some Aptiva models, 2137-Exx customers have reported system lockups at the Windows 98 splash screen after the first re-boot. The customers only choice at that point is to power the system off. Once the system is restarted, it will only boot to "Safe Mode". This issue currently affects customers in North America and Latin America but will potentially affect customers worldwide.
Resolution
Temporary solution is for the customer to disable CD-ROM DMA mode using Device Manager. Directions for doing this are below. Permanent resolution is to provide updated ALi IDE drivers.
Root Cause
Only those systems with a combination of a V58XA motherboard and an AO 24X CD-ROM drive with DMA mode enabled exhibit this issue. The reason customers are experiencing this failure is that Microsoft released two versions of the OEM Windows 98 Upgrade CD to it's Authorized Replicators. One version installs with DMA mode enabled, the other with DMA mode disabled. The affected Aptiva systems require that Windows 98 install with DMA mode disabled because the CD-ROM drive does not support this function. Aptiva owners received an incorrect version of OEM Windows 98 Upgrade CD from a Microsoft Authorized Replicator, that enables DMA mode by default.
Answers to Your Commonly Asked Questions:
1) Can I order an updated CD for customers who have not yet received one?
No. The updated CD, as with the original, is NOT an orderable part. It is only available directly from the fulfillment center. If the customer feels that the two week period since the receipt of their letter has passed, they may contact the fulfillment center directly at 800-IBM-9698.
2) Can the updated CD simply be installed over the old version to correct the issue?
The Aptiva Brand team has not fully tested this operation. The only recommended and supported method of addressing this issue is to manually disable DMA.
3) What should the customer do if they haven't installed Windows 98 yet?
If the customer hasn't installed your Windows 98 upgrade yet please ask them to wait until they receive the updated CD from IBM.
4) When should the customer receive their updated CD?
All customers should receive their updated CD two weeks after receipt of the letter explaining the issue to them. All updated CD are planned to be shipped prior to Sept 25th, 1998.
5) How can we tell the difference between the two CDs?
The part number on each CD is different as shown below:
The original CDs part number is: X03-36212
The replacement CDs part number is: 730-00748
NOTE: Please make certain that the customer is informed to discard the original CD upon receipt of the updated version.
6) Does this apply to all Aptiva systems?
No. To date, this issue has only been reported on US models E84 and E56. However, all other systems world-wide are susceptible to this issue.
7) Is IBM continuing to ship the Windows 98 Upgrade CD?
No. IBM stopped the shipment of all IBM-supplied Windows 98 Upgrade CDs worldwide for Aptiva 2137-Exx systems as of August 27th, 1998. Once the issue was limited to 2137 systems, the upgrade kits for all remaining systems resumed shipping as normal.
8) Once the problem is found, what is the work-around to resolve?
Follow the step by step instructions below to manually disable DMA Mode on the computer:
1. From the Microsoft 98 logo screen, press Ctrl+Alt+Delete to restart your computer.
The Microsoft Windows 98 menu is displayed with the "Safe mode" highlighted.
2. From the Microsoft Windows 98 Startup Menu, immediately select option 1--NORMAL
and press Enter.
(If you wait too long, your computer automatically starts in Safe mode)
3. From the Windows 98 desktop, right-click on My Computer.
4. Click on Properties.
5. Click on the Device Manager tab.
6. Click on the plus (+) sign beside CD-ROM.
7. Double-click on E-IDE CD-ROM 24X/AKOx.
8. Click on the Settings tab.
9. Click on the DMA check box. The DMA box is now checked.
10. A window stating "Unsupported Hardware Alert" will pop up. Click on OK.
11. Click the DMA check box again to remove the check mark.
12. Click on OK.
13. From the system properties window, click on Close.
14. Click on Yes to restart your computer.
9) What is being sent to the customers?
First, they will receive a letter which describes the issue in detail to them. A copy of this letter is available here -->> 
Next, approximately two weeks later, they will receive the updated Windows 98 upgrade CD, including instructions on what should be done with the new CD. This set of instructions is not yet complete. Please contact your TL or Manager for further information on this document.
10) If the customer did not experience the issue when upgrading, do they still discard the original?
YES. All original CDs must be destroyed. Please make certain that the customer understands this point.
11) Will the customer receive a new PID for Windows98?
NO. The customer should use the same PID which came on the Certificate of Authenticity for the original CD version.
*** IBM Internal and Authorized Dealer Use Only ***
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Search Keywords |
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Hint Category |
Windows 98, Software Installation/Configuration, Lock-up/Hang | |
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Date Created |
09-09-98 | |
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Last Updated |
09-03-99 | |
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Revision Date |
09-03-2000 | |
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Brand |
IBM Aptiva | |
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Product Family |
Aptiva | |
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Machine Type |
2137, 2138 | |
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Model |
E26; E46; E56; E84; E76; E86 | |
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