Table of Contents Troubleshooting................................................................................................................................1 Asus H81T − Stone All In One − Mitac M770 / M780 − Headphone jack does not mute the main sound output............................................................................................................1 Asus H81T − Stone All In One − Mitac M770 / M780 − Repeated Realtek Audio Popup........1 Basic DOS Commands for BIOS Pens and Window Preinstallation (PE) Environment..........3 BOAMOT−467 − Stone / Asus (Q87) CS−B − TPM Functionality May Require a BIOS Update....................................................................................................................................5 BOAMOT−467 − Stone / Asus (Q87) CS−B − Wake on LAN (WOL) does not work...............6 BOAMOT−482 − Stone / Asus Q170M−C − Inability to Legacy boot Windows from USB Devices...................................................................................................................................7 BOAMOT−482 − Stone / Asus Q170M−C − KMS Activation not Working / ACPI_SLIC Tables Missing......................................................................................................................11 Crucial M4 Solid State Drive − SSD − Unresponsive or Not Reliably Detected....................14 How to Create a "DOS" Bootable USB Pen Drive for Updates or Troubleshooting...............21 How to Fix Missing Reset and Refresh Options in Windows 8..............................................22 How to fix Slow or Unresponsive Performance on Systems with the X58 chipset, including S5500 and S5520 based platforms.......................................................................23 How to Fix: The trust relationship between this workstation and the primary domain failed.....................................................................................................................................24 How to Install Windows 7 on Skylake based systems − Overcoming USB issues such as Keyboard not working or Installation Media not found..........................................................25 How to Quickly Gather Hard Drive Health Information in DOS..............................................28 How to Quickly Gather Hard Drive Health Information in Windows.......................................30 How to Recover Windows to the factory state.......................................................................32 How to repair the boot sector or boot configuration database (BCD) of a system that has been imaged but wont boot...................................................................................................33 How to Resolve Windows Update Error 0x8024402F............................................................34 How to Troubleshoot Machines that fail to start Windows.....................................................35 Installing Symantec Endpoint Encryption (SEE) with Virtual PC Health Check.....................38 Intel DH61WW / Intel DH61CR / Intel DH61DL Recommended BIOS Version.....................39 Intel i217−LM LAN Controller Problem on 8 Series Systems − Risk of Broadcast Storm / Network Denial of Service.....................................................................................................40 MSI H81M−P33 − BOAMOT−464 − System Restarts instead of Shutting Down when Requested.............................................................................................................................44 My Intel Q67 or Q77 Based System Suffers from Audio Skipping or Glitches, How Can I Fix This?...............................................................................................................................45 Realtek LAN Controller Problem on 4 Series Intel Motherboards DG41AN, DG41TX and DG41RQ...............................................................................................................................47 Realtek LAN Controller Problem on 8 Series Systems − LAN Reports not Connected, Is Missing, or no Traffic.............................................................................................................49 SCCM Deployment: The computer restarted unexpectedly or encountered an unexpected error...................................................................................................................51 Should I use a passive Display Splitter to use Dual Display from a Single Port?..................52 SMART Board Software Causes Intermittent loss of Keyboard and/or Mouse on System Start......................................................................................................................................54 Stone / MSI H61M−P31/W8 Based System: BIOS stuck on code B4, B6 or B9 on POST and/or USB Keyboard Not Recognised................................................................................55 Stone / MSI H81M−P33 Based System: Percentage symbol Issue when setting BIOS Password..............................................................................................................................56 Stone All In One PC M780 / M770 (21.5" and 23.6" display) − Screen brightness problem.................................................................................................................................56 Streamed HD Video Content fails to Play (Youtube / Vimeo etc) in systems containing the H61M−P31/W8 Motherboard (BOAMOT−443)...............................................................62 Table of Contents Troubleshooting USB 3.0 Controller Driver Issues and Work Around Summary..............................................65 Wake On LAN (WOL) may not work on Systems Running Windows 8.x or Windows 10......70 Western Digital Data Lifeguard Diagnostic May Report Inaccurate Hard Drive Health Information............................................................................................................................76 Why Does My PC or Laptop Always Boot Straight into the BIOS Setup Utility?....................79 Why does the VLC Player Video on my Projector Flicker, or Look Poor?.............................82 Why is my Windows 7 System giving me a Secure Boot Violation Error Message?.............83 Windows Cannot be Installed to this Disk − How to Fix Problems after switching between UEFI and Legacy BIOS Modes..............................................................................88 Windows Update Error 80240037 − "Unsupported Hardware" with Windows 7 or Windows 8.1 and Kaby Lake Processors.............................................................................91 1T Troubleshooting Asus H81T − Stone All In One − Mitac M770 / M780 − Headphone jack does not mute the main sound output Problem − Sound Does not Automatically Mute If you use the Asus H81T with the Mitac M770 or M780 chassis, in some situations plugging a device into the headphone jack may not automatically mute the main sound output. Cause This is caused by the use of outdated Realtek HD Audio driver software. Resolution Update the driver to the version available on the Driver finder, Asus support page, or Realtek website. Applies to: • Asus H81T (BOAMOT−471) when used with the Stone All−In−One Chassis M770 / M780 (SYSBRA−237 / SYSBRA−238 / SYSBRA−223 / SYSBRA−227) Asus H81T − Stone All In One − Mitac M770 / M780 − Repeated Realtek Audio Popup Problem On some systems customers may repeatedly experience Realtek Audio Configuration Manager Popups within Windows even when no external audio device has been plugged in. Symptoms also include: • Repeated Device or Audio notification sounds from within Windows. • The problem may persist even after rebuilding Windows or updating drivers. • Problems recording audio using the AIO Internal Digital Microphone and / or an external microphone. 2A Cause This issue is caused because the AIO PC Internal Digital Microphone cable is connected to the Front Panel Audio riser on the Asus H81T motherboard. The AIO PC does not use the (familiar) 10−1 Pin AAFP audio riser. Instead it uses a 4 Pin DMIC riser for the Internal Digital Microphone and a 2 Pin SPK_OUT riser for output to the speakers integrated into the AIO PC. In addition when the DMIC cable is erroneously connected to the AAFP riser it will not fit correctly due to keying. Note: This is likely a assembly fault and the problem will likely have been present from new. If the system has been in use for some time without experiencing the symptoms described, this article may not apply. Resolution Move the Digital Microphone cable from the Front Panel Audio Connector to the Digital Microphone Connector on the motherboard. See Page 1−15 and Page 1−18 of the Asus H81T motherboard for riser locations. â€‹ 3B Applies to: • SYSBRA−223 Stone M780 23.6" Non−Touch model fitted with the Asus H81T Motherboard (BOAMOT−471) • SYSBRA−227 Stone M780 23.6" Touch model fitted with the Asus H81T Motherboard (BOAMOT−471) • SYSBRA−237 Stone M770 21.5" Touch model fitted with the Asus H81T Motherboard (BOAMOT−471) • SYSBRA−238 Stone M770 21.5" Non−Touch model fitted with the Asus H81T Motherboard (BOAMOT−471) Basic DOS Commands for BIOS Pens and Window Preinstallation (PE) Environment Command Prompt Type Summary The command prompt is a useful environment to perform tasks such as updating BIOSes, retrieving log files or performing other diagnostic routines. There are four main types of command prompt: 4B • Command Prompt in Windows − no rights to make significant changes, no direct hardware access • Administrative Command Prompt in Windows − ability to make changes, but with limited direct hardware access unless you are using specialised tools designed to run from within Windows • Windows 98 "true DOS" command prompt − access using a bootable USB key. Useful for direct hardware access but requires specalised tools and utilities that can locate the hardware • Windows Pre−Installation Environment − PE − command prompt. This command prompt has administrative rights by default and a greater level of hardware access is possible due to the minimal Windows operating system that is running. However, there are restrictions on the applications and programs that can be run inside PE. Often, the utilities have to directly match the PE environment being used − for example, 64−bit utilities have to be used on a 64−bit PE. Before running any diagnostic utilities or BIOS updates, you need to find out which one of the four command prompt types is required. Basic Command Introduction The commands below will help you to navigate and perform tasks in these situations. Table Of Commands Command C: Example C: Change to C: drive; similary A: D: CD CD\ will take you to the top of the directory Change Directory. Thie will take you between folders. CD <directory name> takes you to th To change to another path, type the full path with slashes. e.g. CD \WINDOWS\SYSTEM DIR Displays the contents of a directory (folder) DIR *.LOG Will show all .log files in folder RENAME Rename a file. You must use the full file name. REN <OLDNAME.EXE> <NEWNAME.E MD Make directory. Creates a new directory below the current one. MD <NEWDIR> creates a new direct called Newdir COPY COPY LOCATION\FILENAME.EXTE location The copy command allows you to copy from one location to another 5B HELP Displays DOS Help. For help on an individual command, type HELP then the command for which you want more information. HELP DIR displays information on the DIR command. Note: Commands inside the command prompt are almost always not case sensitive, which means that they can be typed lower or uppercase or even a combination. Applies to: • All systems capable of running Microsoft Windows BOAMOT−467 − Stone / Asus (Q87) CS−B − TPM Functionality May Require a BIOS Update Problem The Stone / Asus Q87 CS−B motherboard (BOAMOT−467) has an integrated Trusted Platform Module (TPM). In some situations, the TPM module may not remain enabled in the BIOS after you reboot the system, resulting it in not being available to the operating system. Cause The cause of this issue is a BIOS glitch in BIOS version 9301. Resolution To resolve this problem, either downgrade to BIOS 9213, or preferably, update to the latest Official Stone BIOS for this motherboard (version 1201s or a later). To flash the BIOS: • Download the BIOS file and put it onto a blank FAT32 formatted USB pen drive • Insert the pen drive into the system • Turn the system on and tap the F2 key to go into the BIOS • Go into Advanced mode by pressing F7 (then accept the confirmation prompt) • Use the right hand arrow key to go across to the tool menu (5 presses) • Select "Asus EZ Flash 2 Utility" • A screen will appear allowing you to select the BIOS file. The USB pen drive is normally highlighted first (FS0:) and you should be able to select the BIOS .CAP file for flashing • After selecting the BIOS .CAP file, follow the onscreen instructions. Tip: Always use Stone Computers official BIOS to prevent your copy of Windows re−requiring activation. This is especially important if you are using a Stone Computers factory image or OEM 6B installation of Windows. Applies to: • BOAMOT−467 − Stone / Asus Q87CS−B BOAMOT−467 − Stone / Asus (Q87) CS−B − Wake on LAN (WOL) does not work Problem Systems based on the Q87 CS−B motherboard (BOAMOT−467) may not give reliable wake on LAN functionality. Wake functionality may only work when the system has been powered down through the operating system (with the AC mains not disconnected from the power supply) or it may not work at all. This is evident on machines shipped up to and including 27/1/2014. More Details Wake on LAN functionality is enabled by default in the shipping BIOS of systems supplied by Stone. Wake on LAN should be possible from all of these states: • After proper shutdown of operating system. • After powering off the system using the power button. • After turning the system off, then disconnecting and then reconnecting the AC mains. With the BIOS shipped up to 27/1/2014, this functionality does not work reliably. Cause The cause is a BIOS glitch which has now been corrected. The problem is caused by problems with the factory BIOS configuration tool rather than with a specific BIOS version. Resolutions Work Around 1 Disable and then re−enable Wake on LAN functionality in the BIOS. To disable: • Go into the BIOS by tapping the F2 key after turning the system on • Go into Advanced mode by pressing F7 (then accept the confirmation prompt) • Use the arrow keys to go to the Advanced Menu (two presses of the right arrow) • Go down to APM 7B • Set "Power On By PCI−E/PCI" to Disabled • Press F10 to save and exit the BIOS To enable: • Go into the BIOS by tapping the F2 key after turning the system on • Go into Advanced mode by pressing F7 (then accept the confirmation prompt) • Use the arrow keys to go to the Advanced Menu (two presses of the right arrow) • Go down to APM • Set "Power On By PCI−E/PCI" to Enabled • Press F10 to save and exit the BIOS Fix Flash an Updated BIOS This problem can also be fixed by updating the BIOS to the Stone 1201s BIOS or later, or a later generic Asus BIOS if necessary. To flash the BIOS: • Download the BIOS file and put it onto a blank FAT32 formatted USB pen drive • Insert the pen drive into the system • Turn the system on and tap the F2 key to go into the BIOS • Go into Advanced mode by pressing F7 (then accept the confirmation prompt) • Use the right hand arrow key to go across to the tool menu (5 presses) • Select "Asus EZ Flash 2 Utility" • A screen will appear allowing you to select the BIOS file. The USB pen drive is normally highlighted first (FS0:) and you should be able to select the BIOS .CAP file for flashing • After selecting the BIOS .CAP file, follow the onscreen instructions. Tip: Always use Stone Computers official BIOS to prevent your copy of Windows re−requiring activation. This is especially important if you are using a Stone Computers factory image or OEM installation of Windows. Applies to: • BOAMOT−467 − Stone / Asus Q87CS−B BOAMOT−482 − Stone / Asus Q170M−C − Inability to Legacy boot Windows from USB Devices Problem With some BIOS versions and configurations it may not be possible to boot in Legacy mode from a USB pen drive. The USB pen drive is only shown as a UEFI bootable device. A non−UEFI choice 8B for the USB pen drive is not offered. Scenario Customers trying to boot Windows 7 or Windows 8.1 media from a USB pen drive. The USB pen drive is formatted as FAT32 (as is recommended). BIOS Settings: • Secure Boot set to Other OS • CSM Set to Enabled or Auto ♦ If CSM is set to Enabled, both UEFI and Legacy booting are enabled • (The hard drive contents have been erased to ensure that the BIOS is not using boot compatibility settings based on the hard drive only). The USB Device is not recognised as being available for non−UEFI booting. The pen drive can only be booted in UEFI mode. Cause This issue appears to be caused by a BIOS bug in the Stone version of the 0801 BIOS. The issue may also be present in other versions of the Stone customised BIOS up to and including 0801. Note: Stone customised BIOSes can be identified by the Stone pebble logo being briefly displayed when the system is turned on. The BIOS identifiers or version numbers are the same as the reference Asus' BIOS. Resolution If customers are affected by this issue, and specifically need to Legacy boot from USB media and cannot, the BIOS will need to be upgraded. There are two options available. Option 1 Install the latest Stone BIOS, version 1802 or later. Please note that once 1802 has been installed it may not be possible to downgrade back to version 0801 as the management engine firmware is upgraded as part of the 1802 package. • Follow the steps in the normal article which shows you how to apply the update and ensure you are downloading version 1802 or later. Option 2 Install the reference Asus 0801 BIOS, which can be downloaded here. 9B • Follow the steps in the normal article which shows you how to apply the update, but use the alternative reference Asus BIOS file instead. Further Information Typical BIOS settings for Legacy Boot: • Secure Boot Disabled by setting it to "Other OS". • CSM Enabled • On a system with the issue, USB pen drives are consistently only shown as UEFI boot in the BIOS, as shown by the UEFI Corsair device below. • Again, on a system with the issue, in the Boot Menu (F8), only UEFI options are listed for UEFI devices as shown by the Sandisk device below. 0B • When the reference Asus BIOS installed, the Boot options in the BIOS and in the Boot Menu are restored, showing boot UEFI options and legacy options, i.e. options without UEFI for the Corsair Voyager. • The working Boot Menu for the Sandisk device showing UEFI and Non−UEFI options. Note: There is no indication from customers that this issue affects SATA based hard drives. This issue just affects USB hard drives or pen drives. Applies to: 1B • BOAMOT−482 − Stone / Asus Q170M−C BOAMOT−482 − Stone / Asus Q170M−C − KMS Activation not Working / ACPI_SLIC Tables Missing Problem • You update the BIOS on a Stone / Asus Q170M−C based system and then find that the KMS Activation process for Windows now fails. The activation wizard may reported that the ACPI_SLIC table is missing or invalid. You may be directed to Microsoft KB Article 942962. • MAK Activation or regular OEM activation continues to work. Cause This issue is caused by Asus BIOS version 3016, released on 5/1/17. Stone have not released this BIOS for use on Stone products, meaning that this issue can only occur when the stock Asus BIOS has been used from the Asus website, or by using the Internet update feature from within the BIOS itself. To check which BIOS version you have, press DEL to Enter the BIOS setup when prompted, straight after turning on the machine. On the homepage, check the BIOS version as below. 2B Resolution Upgrade to BIOS 3019 or later: • A revised 3019 BIOS is expected to be available early Februrary 2017. This BIOS is currently in beta. Please note that once version 3016 or 3019 has been installed it may not be possible to downgrade back to the previous BIOS version as the management engine firmware is upgraded as part of the 3016/3019 or later package. Follow the steps in the normal article which shows you how to apply the update and ensure you are downloading version 3019 or later. 3B Note: We recommend where possible that only Stone customised BIOSes are uses on these motherboards. Stone customised BIOSes can be identified by the Stone pebble logo being briefly displayed when the system is turned on. The BIOS identifiers or version numbers are the same as the reference Asus' BIOS. 4C Applies to: • BOAMOT−482 − Stone / Asus Q170M−C Crucial M4 Solid State Drive − SSD − Unresponsive or Not Reliably Detected Problem Some versions of the Crucial M4 Solid State Drive (SSD) may start to become unresponsive. The system may appear to hang or run very slowly, sometimes at regular one hour intervals. 5C Cause The cause is a firmware problem which causes the drive to become unstable after 5184 hours of power−on operation. The drive may also sometimes not be detected by the system BIOS when the system is turned on. Even when the drive has been detected and appears to have recovered, the drive may experience performance or detection problems after every subsequent hour of use. The root cause is a problem with the drives SMART monitoring and management system which encounters a problem after 5184 hours of use. Resolution Install the latest drive firmware to correct this problem. The problem has been seen with Crucial M4 SSDs with firmware versions older than 0309. Firmware 0309 provided the first fix for the 5184 hours issue, however we recommend that any drive with firmware 070H or older should be considered for a firmware update, as this also resolves some problems with Windows 8. Firmware 070H was released on 04/02/2013. Additional Information How to Check the Number of Power On Hours Use the Stone Smart Gather tool, or use a utility such as CrystalDiskInfo Portable Edition. 6C The Raw Values column can be changed from Hex to Dec via the menu. Checking the Firmware Version before and After Firmware Update The firmware version is displayed in the Hardware IDs field in the Details tab of the device in Device Manager, as shown below. Before the upgrade: 7C After the upgrade: 8C Crucial M4 2.5 inch SSD Firmware Download Page http://www.crucial.com/usa/en/support−ssd The page shows both Windows applications for performing the update as well as an ISO download. 9C The ISO download provides a bootable Linux update environment for use when there is no Windows operating system currently installed. Firmware Update Process 1. Ensure that the SSD drive is the first boot device. 2. Boot to Windows and login. 0C 3. Download the firmware update to the machines local C drive. Do not attempt to run the update from a USB pen drive or from a network drive. 4. To update the firmware, RIGHT−CLICK the utility and then select "Run as administrator". 5. Accept the license agreement. 6. Click Continue. 7. The PC will now restart and load a DOS like "stub" or text mode screen, and proceed to update the firmware. 8. Boot into windows and check that the new firmware has been applied. 1H 9. As always, test the system using PC Check or similar. There is no Crucial specific SSD diagnostic tool. Applies to: • Crucial M4 SSD Solid State Drives How to Create a "DOS" Bootable USB Pen Drive for Updates or Troubleshooting Bootable Pen Drive There are many instances where a "DOS" or Windows 98SE bootable pen drive is required − for example, some BIOS updates or other low level updates can only be done in this way. (Stone is working to provide Windows update utilties wherever possible, but these arent always available yet). If you need to create a DOS or Windows 98SE (or FreeDOS) bootable equivalent, please see some links to third party sites below which host various solutions. Note: We are not responsible for the content of third party web sites 2H Rufus − http://rufus.akeo.ie/ HP USB Format Tool − Download here Windows 98 Boot files − here Applies to: • All desktop, laptop and server products How to Fix Missing Reset and Refresh Options in Windows 8 Problem if you attempt to either factory reset or refresh a machine with Windows 8, in some situations you may find that the options are missing, or you may be prompted for installation media. Cause This is a software problem where the recovery storage area is marked as disabled. Normally, installation media should not be required to perform a factory reset or refresh as the files are stored in the recovery area of the hard drive. Resolution If the refresh and reset options are missing, you may be able to restore them by following these steps: • Open a command prompt as Administrator • Type in: ReAgentc /info • This will then show the following or similar: Windows Recovery Environment (RE) and system reset configuration Information: Windows RE status: Disabled Windows RE location: \\?\GLOBALROOT\device\harddisk0\partition5\Recovery\WindowsRE Boot Configuration Data (BCD) identifier: cc8ad4e1−dd86−11e1−b32d−0090f5a96a55 Recovery image location: Recovery image index: 1 Custom image location: Custom image index: 0 • If the Windows RE Status shows as Disabled, type ReAgentc /enable to enable it. REGAENTC.EXE: Operation Successful 3H • If this reports successfull you should now be able to use the refresh and reset options. Applies to: • Systems running Windows 8.x except those that boot WIM images, such as the Stone Classmate 3. How to fix Slow or Unresponsive Performance on Systems with the X58 chipset, including S5500 and S5520 based platforms Problem When you install Windows 7 or Windows Server 2008R2 on affected platforms the system performance can be noticeably poor. The mouse cursor is slow to respond; the system appears to be busy or have high CPU usage, and screen updates can be slow. Affected Systems Systems affected include: • Servers based on the S5500 and S5520 platform, including the S5520UR, S5520HC, S5520HCR, S5520HCT, S5520SC and S5500BC • Server systems based on the S2600UR platform (which include the S5520UR motherboard) • Desktop boards based on the X58 PCH, including the Intel DX58SO, DX58SO2 and DX58OG Cause The root cause is the Microsoft provided Intel LAN controller driver which ships with Windows 7 and Windows Server 2008R2. This driver does not properly support the controller and it will cause the above symptoms. Resolution Update the driver with the latest Intel LAN driver available from the Stone driver finder or Intel website. Updating the driver will restore the lost performance and also add the additional features provided by the full Intel LAN driver package. The LAN driver for these systems should be date 2011 or newer, as opposed to the Microsoft 2009 in box driver. Additional: On rare occasions we have seen system hangs during Windows setup, again because of this issue. If you encounter a system hang whilst installing Windows, disconnect the system from the network and then use a patch cable to connect both LAN adapters together. Then, attempt to 4H install Windows again. When installed, then update the LAN driver as above. Applies to: • Desktops and Servers that use the Intel X58 PCH How to Fix: The trust relationship between this workstation and the primary domain failed Problem When you try to logon to computer on a domain, you may receive the following error "The trust relationship between this workstation and the primary domain failed" Cause Domain computers set up secure communications by using a computer account in the domain. For this to work, the computer account is protected by a password which is usually changed by the domain computer every 30 days. If the computer account becomes out of sync − i.e. the password does not match for some reason − the domain computer will be unable to log onto the domain. The account can go out of sync for a number of reasons including: • A second computer with the same name has been added to the domain • The computer has been reimaged without then being removed/re−added to the domain properly • The computer account has been reset within Active Directory • If the computer is a virtual computer, it has been snapshot restored back to an earlier time after the computer account password was changed automatically 5H Resolution There are several possible methods to rectify this problem. Quick Method The first step would be to try and to reset the secure connection. From the Domain Controller, open Powershell or Command Prompt as an Administrator and type in: Netdom reset ComputerClientName /Domain: DomainName Full Method If the quick method doesn't work, then you will need to remove the computer from the domain, reset the account within Active Directory (see above) and then re−join the computer back to the domain. 1. On the client PC logon as a local/domain administrator 2. Navigate to Control Panel > System 3. Under Computer Name, Domain and Workgroup settings > click Change Settings and join the machine back to a Workgroup. Restart the machine 4. On the Domain Controller, right click the Computer account > All Tasks > Reset 5. Finally on the client PC, navigate back to Control Panel > System > under Computer Name, Domain and Workgroup settings > click Change Settings and join the machine back to the domain. Restart the machine. â€‹Applies to: • All systems running on a Windows Domain Network How to Install Windows 7 on Skylake based systems − Overcoming USB issues such as Keyboard not working or Installation Media not found Issues Scenario • You have an Intel Skylake based system. • You are trying to install Windows 7 from scratch, or deploy a Windows 7 image. Possible Problems • You find that Windows 7 or Windows 7 Setup won't recognise USB devices. This might be a USB DVD drive or USB pen drive. On some systems, even the USB keyboard or mouse 6H don't work. • Also, when trying to install Windows 7 from a USB pen drive, it says that a driver is required to continue, or it reports that the installation media cannot be found. • These issues can give the appearance of the system as having frozen or crashed, for example if the USB keyboard and mouse are not working. If you have not added the correct USB drivers for Windows 7 and Skylake support, it is more likely that you are affected by one or more of these issues. Note: To prove if you are affected by this issue, try running Windows 10 Setup and confirm that the keyboard and mouse work as normal. Cause Intel add new features and enhancements to each new chipset or platform that they produce. However, sometimes, legacy or older features are removed. Starting with the Intel Skylake platform, which includes processors such as the Core i3−6xxx or Core i5−6xxx, EHCI Support has been removed. As Windows 7 only supports the EHCI standard out of the box, no USB functionality will be available until an additional driver has been added. Resolutions Note: For all resolutions, you will need to disable Secure Boot and UEFI boot in the BIOS. Enable Legacy Boot in the BIOS as this is required for Windows 7. If Installing Windows 7 from Scratch: Resolution 1 − Using the USB 3 Driver on a CD or DVD disk • Transfer the Windows 7 ISO image to a USB Pen drive (use ISO2USB or Rufus etc.) • Download the Windows 7 USB driver, extract it and and burn it to a standard CD (not UDF or "live file system"): ♦ Get the driver from the Stone Driver Finder for your system ♦ Or use the driver from the motherboard DVD which came with your system (for example, the Asus DVD) ♦ Or use the Intel Skylake USB3 driver for Windows 7, here. • Put the CD / DVD into the DVD drive. • Boot the system from the USB pen drive (use F8 on most desktop systems to get the Boot during POST, F10 on NUCs) • Windows should automatically load the driver from the CD and proceed with the installation as normal, with USB support included. Resolution 2 − Use the Intel USB 3.0 Media Creation Tool 7H The Intel USB 3.0 media creation tool is designed to create Windows 7 installation media that includes the USB 3.0 driver. This tool is primarily designed for Intel Skylake NUC products but should be suitable for other systems, such as desktops or laptops, using similar Intel chipsets. For more information, go here. Note: Please download the correct version of the tool for the PC that you are using to create the media. There is one version of the tool for Windows 7 and another for Windows 8.1/10. If deploying Windows 7 from an Image or Imaging System: Resolution 3 − Add the Driver to your Windows 7 Media Manually • Add the driver to your deployment system driver packages, or operating system image file − download the Windows 7 USB driver from the Stone Driver Finder for your system, or use the Intel Skylake USB3 driver for package Windows 7, here. • Slip−stream the driver into your boot media, such as your Boot.WIM file. Exact instructions will vary depending on your imaging system, but for an example see these instructions for Server 2008 R2 WDS If deploying Windows 7 with CC4: Resolution 4 − Add Drivers to CC4 • Add the Windows 7 USB driver into one of your Driver Package Groups. • Then add drivers to the Boot image from the Driver Package Group.â€‹ • You may benefit from an updated build disk that comes with CC4 Update 187 and Update 188 (for x86 and x64) • There is also an update to the CC4 system to allow the USB Driver to be imported and used successfully, available with CC4 Update 194. • Additionally, a CC4 USB Package containing 220.127.116.11 Skylake USB 3 driver is available. This can be pushed out to clients that have built but do not have fully working USB drivers. • Where available, in the BIOS, change the USB Support setting from Partial to Full Initialisation, or Disable Fast Boot. Note: For third party advice and more work−arounds regarding this issue, see here for the Asus page, or attached or here for the Intel guide. The Intel instructions should work for most products including notebooks, desktops and NUCs. Work Around If your system supports it, use a PS/2 keyboard and mouse to continue the installation or deployment until you can install the USB driver. If you are working with a large number of systems, we recommend one of the resolutions above instead. 8H More Information The following work−arounds do NOT solve this issue: • Plugging your USB keyboard or mouse into a USB 2.0 port: All USB ports on Skylake systems are affected, both USB2.0 and USB 3.0. • Using an add−in USB card: EHCI Support is also removed from the BIOS and the add−in card will not solve the problem. • Booting a Windows 7 Installer from a pen drive and attaching a PS/2 keyboard or mouse − you still need to add the USB3 driver in so that the Windows 7 Installation pen drive is recognised by the Setup Program. â€‹Applies to: • Stone Desktops, NUCs and Notebooks based on the Intel Skylake platform How to Quickly Gather Hard Drive Health Information in DOS Gathering SMART Information All modern hard drives keep SMART information which can be used to quickly tell if a hard drive has had any reliability events so far during its life. The third party utility below allows you to read SMART information from a hard drive in a DOS environment. This means that the system does not have to be booted or logged into Windows. Instructions • Download the ISO from the website − http://www.hdat2.com/ • Burn to CD or alternatively convert for use on a USB pen drive • Boot the system to be tested from the CD • Run HDAT2 • Select the hard drive to be examined • Select the SMART menu • Use the Read Atttribute DATA to look at the SMART information Note: This utility is the property of a third party and is linked here for reference only. No warranties implied. 9H Analysing At the Results Look at the following values to identify a failing drive or a drive that requires further testing: 5 10 11 196 197 198 199 Reallocated_Sector_Ct Spin_Retry_Count Calibration_Retry_Count Reallocated_Event_Count Current_Pending_Sector Offline_Uncorrectable UDMA_CRC_Error_Count If the drive shows perfect health (i.e. zero for all of the above values) then it is likely to be a drive in good working order. If the drive has problems, run the manufacturer's dianostic test to see if it has reached the manufacturer's failure threshold, which could be lower than the drives overall "SMART failure" threshold. Theshold Example The table below illustrates the possible differences between a drive that could pass SMART but fail the manufacturer's test (50 reallocated sectors in the example) or it may pass the manufacturer's test but have definite problems and will likely fail (20 reallocated secotrs in the example). Number of Reallocated Sectors Drive Health 0 Perfect. 1 The drive has experienced a problem but the user is unlikely to be impacted. 20 Drive is failing. It is likely to be slow and the user may be impacted. 50 Drive may now fail the manufacturer's test. (for example) 100 Drive now passes its own SMART failure threshold and the BIOS will display a SMART warning, if supported. (for example) Applies to: • All desktop and laptop products 0H How to Quickly Gather Hard Drive Health Information in Windows Gathering SMART Information All modern hard drives keep SMART information which can be used to quickly tell if a hard drive has had any reliability events so far during its life. The attached utility will gather information from all SATA hard drives in a system and generate an output file (OUTPUT.TXT by default). Instructions • Download the file attached to the article. • Extract it to a folder on a Windows system. • Open an Administrative command prompt and go to the folder where you extracted the files. • Either run SGT on its own, or run SGT followed by the system serial number as a filename. For example: SGT P1103083599 to save the output as P1103083599.TXT Note: This utility cannot be used on most SATA RAID controllers including Intel Matrix RAID Controllers. Looking At the Results Then examine the file to look at the drive health, looking at the RAW_VALUE columns. If its a traditional mechanical hard drive: 5 10 11 196 197 198 199 Reallocated_Sector_Ct Spin_Retry_Count Calibration_Retry_Count Reallocated_Event_Count Current_Pending_Sector Offline_Uncorrectable UDMA_CRC_Error_Count 223 Load_Retry_Count If its a Solid State Drive (SSD): 5 177 179 181 182 183 Reallocated_Sector_Ct Wear_Leveling_Count Used_Rsvd_Blk_Cnt_Tot Program_Fail_Cnt_Total Erase_Fail_Count_Total Runtime_Bad_Block 1H 187 190 195 199 235 241 Uncorrectable_Error_Cnt Airflow_Temperature_Cel ECC_Error_Rate UDMA_CRC_Error_Count POR_Recovery_Count Total_LBAs_Written If the drive shows perfect health (i.e. zero for all of the above values, except for the total number of blocks written (241 Total_LBAs_Written)) then it is likely to be a drive in good working order. If the drive has problems, run the manufacturer's dianostic test to see if it has reached the manufacturer's failure threshold, which could be lower than the drives overall "SMART failure" threshold. Theshold Example The table below illustrates the possible differences between a drive that could pass SMART but fail the manufacturer's test (50 reallocated sectors in the example) or it may pass the manufacturer's test but have definite problems and will likely fail (20 reallocated sectors in the example). Number of Reallocated Sectors Drive Health 0 Perfect. 1 The drive has experienced a problem but the user is unlikely to be impacted. 20 Drive is failing. It is likely to be slow and the user may be impacted. 50 Drive may now fail the manufacturer's test. (for example) 100 Drive now fails its own SMART failure threshold and the BIOS will display a SMART warning, if supported. (for example) Limitations The SMART Gather tool can only get SMART information from drives connected to non−RAID controllers. RAID controllers and some USB adapters prevent hard drives from being accessed directly. However, if you have replaced a SATA drive in a RAID array you can still verify that a drive was genuinely faulty by then connecting the drive as a second drive in a PC system, and then running SGT. Credit The Stone Smart Gather Tool is based upon Smartmontools. 2H Version History Version 1.0h: • Updated SMARCTL binaries to version 6.51. Version 1.0f: • Updated SMARCTL binaries to version 6.50. Includes beta NVMe support. Version 1.0e: • Now detects all device names in use and gathers SMART info for all of them. • Updated SMARTCTL binaries to version 6.41. • Improved OUTPUT.TXT info collection. Applies to: • All desktop and laptop products How to Recover Windows to the factory state System Recovery Partition Stone PCs and Notebooks come with a built in recovery partition which can be used to recover Windows to the factory defaults. Please Note: This facility is only available if the recovery partition was not removed as part of a customers software deployment process. For example, a customer imaging process that removes all partitions will remove the ability to recover the system back to the factory state. Recovery Process You need to make sure any personal data is backed up to an external device before running the recovery, as using this procedure will erase all user data from the hard drive. Instructions: • If a notebook system is to be recovered, ensure that the AC charger is plugged in. • Shut the system down if it is not already off. • Turn the system on and when the Stone splash screen appears during the startup process immediately start tapping F8. • You will be presented with a screen that says Advanced Boot Options. Make sure Repair your computer is highlighted and select enter. 3H • Select the keyboard layout to United Kingdom then select Next. • Either enter in your windows username and password, or select the Admin account (if available) and select Next. • Click on the Stone Group Ltd factory reset tool. • Select Restore System. • Let the recovery process complete. This will take several minutes. Note: Ensure that all user data, such as documents, settings and favorites are backed up to an external device or location before using the recovery procedure. How to repair the boot sector or boot configuration database (BCD) of a system that has been imaged but wont boot Problem Occasional problems with imaging tools and processes could lead to a system that will not boot after it has been reimaged. For example, differences in SATA controller, partition sizes or versions of imaging software could leave you with a system where the boot sector is not correct, or the boot configuration database (BCD) needs to be re−written. Typically systems with this problem will not boot the operating system but just display a flashing cursor on the screen after the BIOS POST has completed. Note: These instructions have been written for Windows 7 and do not apply to Windows XP. Instructions Stage 1 − Boot from the Recovery CD 1. Create a Windows 7 Recovery CD that matches the imaged operating system (for example 32 bit or 64 bit). 2. Boot the system from the CD. 3. Ensure you press a key when prompted to confirm that you want to boot the system from the CD. Tip: If you cannot create a Windows 7 Recovery CD, then a bootable USB pen drive containing Windows PE will suffice. Stage 2 − Set the Active Partition 4. When the system has finished booting from the CD, select the Command prompt option from the menu. 5. At the command prompt type DISKPART and then press enter. You will get the DISKPART> prompt. 6. Type the following instructions in red precisely: 7. DISKPART>select disk 0 and press enter. 8. DISKPART>list partition and press enter. 9. DISKPART>select partition 0 (this should be the partition that the system boots from, normally the small reserved area) and press enter. 10. DISKPART>active and press enter. 4H 11. DISKPART>exit and press enter. 12. You are then returned to the X:\ prompt Stage 3 − Fix the Master Boot Record, Boot sector and Boot Configuration Database (BCD) 13. From the Recovery Command Prompt (normally X:\>) select the C drive − i.e. type C: 14. Change to the Boot Directory i.e. cd\boot and then press enter 15. Type in bootrec /FixMbr and press enter. 16. Then type bootrec /FixBoot and press enter. 17. Finally, type bootrec /RebuildBCD and press enter. 18. After rebuild has finished reboot the machine. 19. The machine should now boot into windows 7. Further Information You may be able to prevent this situatiuon when deploying an Operating System image by using an option in your disk imaging software to completely recreate the partition table and boot sector (effectively erasing the drive), for example by using the DISKPART CLEAN ALL command. Note that this may remove Virtual PC check or other pre−installed tools. Applies to: • All desktop and laptop products running at least Windows 7. How to Resolve Windows Update Error 0x8024402F Problem You may receive Windows Update Error 0x8024402F even if the system has been reimaged. Products Any desktop or laptop product running Microsoft Windows 7 or Windows 8. Root Cause This is caused by a problem with the Microsoft .NET Framework 4 Client Profile. Resolution Unninstall the Microsoft .NET Framework 4 Client Profile: 1. Start−>Control Panel−>Programs and Features 5H 2. Locate the Microsoft .NET Framework 4 Client Profile 3. Right click and then select Uninstall / Change 4. Confirm that you want this component to be uninstalled. This may take a few minutes. 5. Restart the system. 6. When the system has reboot, re−run Windows Update and as normal. More Information: This has been documented on the Microsoft Technet here. Applies to: • All Desktop and Laptop products running Windows 7 or Windows 8. How to Troubleshoot Machines that fail to start Windows Scenario • Your system starts loading Windows and then the system appears to reset without any error message being displayed on screen. • You may or may not be able to see a blue screen appear for a brief moment before the system resets • The system continues to reset at the same point during the boot process, and Windows never loads. How to Troubleshoot This Scenario There are numerous causes of this problem: • Software damage caused by a virus • A recent change to hardware − for example, something you recently plugged in, changed or upgraded • A BIOS update which has changed some BIOS settings back to default (see SATA controller mode, below) • A PC that has been newly reimaged (again, see SATA controller mode, below) • A system that was not shut down cleanly − i.e. the power was turned off without Windows being shut down (see Disk Consistency check, below) • Failing hardware such as a memory fault, hard disk drive fault, or other component issue. If you are working inside a managed IT environment (for example a large school, a college or a university), in many instances, if your PC does not contain your data or files, it is often advisable to request that your system is reimaged first. This eliminates problems cause by viruses, unclean shutdowns and often BIOS settings. 6H If you need to troubleshoot the ready for the reboot please follow the process below. How to Get the Stop Code from the blue Screen The first stage is to get the Stop code which is momentarily reported by Windows before the system resets. This stop code, along with any text message, may help in the identification of the root cause. 1. Start the system and after the Stone splash screen, start tapping the F8 key to enter Advanced Boot Options. 2. You should now see the screen below. 3. Using the arrow keys on your keyboard highlight â€˜Disable automatic restart on system failureâ€™ and press Enter. The system will reboot and windows will begin to load, but this time when the problem occurs the STOP message will be displayed. For example: Stop 0x0000007B Inaccessible Boot Device Usuall causes: 7H − SATA Controller Mode Change the Serial ATA Controller mode type from AHCI to IDE, or IDE to AHCI in the system BIOS. This problem normally only occurs on a newly imaged system, or a system that has just had a BIOS update. BIOS updates can cause BIOS settings to be lost meaning that the Serial ATA Controller mode is set incorrectly. To change the SATA controller settings, carry out the following procedure: 1. Restart the notebook and press the F2 to enter the BIOS. 2. Select the â€˜Advancedâ€™ tab, change the SATA controller setting from â€˜AHCIâ€™ to â€˜IDEâ€™, or 'IDE to 'AHCI' 3. Select the â€˜Exitâ€™ tab, click on â€˜Save changes and Exitâ€™ (or press the F10 key). 4. Restart the system and it should now boot into Windows. − Unclean Shutdown − Disk Consistency Check Required The file system is damaged. This can normally be fixed by reimaging the system, or by booting from a Windows CD and initiating a file system consistency check (CHKDSK). IRQL_NOT_LESS_OR_EQUAL or PAGE_FAULT_IN_NONPAGED_AREA These messages are often caused by a driver update, or an additional device plugged into the system. Unplug any recently added devices, especially any USB to serial adapters. If this does not resolve the problem, try rolling back to the previous driver configuration: 1. Start the system and after the Stone splash screen, start tapping the F8 key to enter Advanced Boot Options. 2. Select the option to use Last Known Good Configuration 3. If the system still does not boot, you may need to boot in Safe mode and then uninstall any recent driver update or software change. If you have a stop code or blue screen error message which is not covered above, try these steps: 1. Unplug any recently added hardware 2. Try using the Last Known Good Configuration 3. Try booting in Safe mode (then uninstall any recently added program or driver update) 4. Use the Microsoft System Recovery options, here. 5. Reimage the system (ensure that any data or documents on the machine are backed up first. If you cannot boot the system you will need your IT team to do this for you, or alternatively please contact Stone to find out what additional services we may be able to offer you, at an additional cost). 6. If you suspect your system has a hardware fault, please contact Stone support. 8I Installing Symantec Endpoint Encryption (SEE) with Virtual PC Health Check Problem Installing Symantec Endpoint Encyption (SEE) on systems that have the Virtual PC Health Check installed may cause the system to stop booting. Products Symantec Endpoint Encryption and Windows 7 with Virtual PC Health Check Issue When you try and boot the system you will be presented with the "Press F3 for Virtual PC Check". During a normal boot, you would ignore this message and let it timeout. However with Symantec Endpoint Encryption installed after the message has timed−out, it will simply re−appear and the boot process will not continue. If you press F3 you will get a message that says "NF" and the system will not proceed any further. Root Cause Installing Symantec Endpoint Encryption on a system that has the Virtual PC Health Check installed. Virtual PC Health Check uses boot code that doesnt work when the partition layout is changed by programs such as Symantec Endpoint Encryption. Resolution 1. If you are deploying an Operating System image, use the option in your disk imaging software to remove Virtual PC Health check by deleting the entire contents of the hard drive (for example, use the DISKPART CLEAN command). 2. If you are not deploying an image, or if you are already at the point where the system cannot boot, you will need to use the recovery process below: Stage 1 − Boot from the Windows 7 DVD • Turn the system on • Access the BIOS boot menu (this is normally F10 on Intel desktop based systems, the system will display what the correct key is to access the boot menu on the splash screen) • Put the Windows 7 Installation disk in the DVD Drive • Wait for around 10 seconds to allow the drive to read the disk • Select the DVD Drive as the boot device. • Press a key when you are prompted (this stops the system booting from the hard drive) 9I Stage 2 − Start the Recovery Command Prompt • When prompted, select the language and keyboard or input settings, or any other localisation settings when requested. • Click Repair your computer. • Click the operating system that you want to repair, and then click Next. • In the System Recovery Options dialog box, click Command Prompt. Stage 3 − Repair the Master Boot Record (MBR) • At the command prompt, enter the following command: Bootrec /fixmbr • Press enter. • Restart the machine. This will have now stopped Virtual PC Health Check from running as the Master Boot Record (MBR) will have been replaced. This should allow the system to complete booting while Symantec Endpoint Encryption is installed. Applies to: • PC or Notebook systems with Virtual PC Health Check pre−installed by Stone Computers Intel DH61WW / Intel DH61CR / Intel DH61DL Recommended BIOS Version When to Flash Please only consider flashing this motherboard if you have a specific issue that is resolved by an update, for example the need to support Windows 8. BIOS 0116 Recommended The recommended BIOS version for these two motherboards is version 0116. We do not recommend the use of BIOS version 0120, which is the latest available at this time. Known Problems with BIOS 0120 System Will not accept DMI Programming Unable to write SMBIOS OEGStone. Can not install the SMBIOS data. IFlash 2.4 build 064. Port mapper table signature not found. System May not boot from SATA HDD connected to SATA port 1 System not not always boot reliably from the intended boot device, especially if the boot HDD is not connected to SATA port 0. 0I Download Links • Stone BIOS FTP download − http://drivers.stonegroup.co.uk/ftp/Bios/Desktop/Archive/Intel/Current/ • Intel download page − https://downloadcenter.intel.com/Detail_Desc.aspx?agr=Y&DwnldID=22879&lang=eng BIOS Update Order Depending on which version of BIOS you have installed you may need to do up to three BIOS flashes to get to version 0116. • If you have a BIOS version less than 0048, update to 0048 first. • If you have a BIOS version greater than 0048 but less than 0099, update to 0099. BIOS 0099 has initial support for Windows 8 features such as Secure Boot. • Finally, if you have a BIOS version greater than 0099 but less than 0116, update to 0116. ♦ Stone DH61WW BIOS 0116. ♦ Stone DH61CR BIOS 0116. Please note: If you are in BIOS version 0040 or below, and 0048 refuses to flash with an "Invalid Header" message, you may need to flash to version 0041 before then going to 0048, although this is not stipulated in the official Intel documentation. Alternatively, perform a recovery flash. Applies to: • Intel desktop boards DH61CR (BOAMOT−410), DH61WW (BOAMOT−411) and DH61DL (BOAMOT−419 / BOAMOT−423) Intel i217−LM LAN Controller Problem on 8 Series Systems − Risk of Broadcast Storm / Network Denial of Service Problem Specific models of Intel LAN controller found on some Haswell systems and some older driver versions may intermittently cause excessive network broadcast traffic whilst the system is in sleep mode. Affected products include: • Stone / Asus Q87M−E (BOAMOT−462 / BOAMOT−473) • Stone / Asus Q87 CS−B (BOAMOT−467) • Stone / Asus Q87T (BOAMOT−470) • Stone / Asus Q87I−Plus (BOAMOT−475) 1I â€‹This problem does not appear on Haswell systems using a Realtek LAN Controller. Symptoms These include: • When the system sleeps, the system may send lots of IPv6 Multicast traffic across the network. This is usually invisible to end users. • The combined effect of a number of problem systems in sleep mode can cause the network to seem slow to other users, or network resources become unavailable • With all of the systems awake, the broadcasts stop and network resources become available again. â€‹The symptoms are similar to those experienced when a network loop has been introduced, however the problems above cannot be resolved by turning on spanning tree protocol (STP). The network may appear to be suffering a denial of service attack. Root Cause The root cause is a bug in the Intel i217−LM network driver, which can cause IPv6 multicast traffic to be sent when the system is in a sleep state. Driver package versions 18.x including 18.104.22.168 are affected by this issue. The actual driver dates are January 2014 and older, and include driver version 22.214.171.124. An example of the problematic driver is shown below. 2I Please Note: In addition to using and supplying only industry tested and digitally signed drivers, Stone computers thoroughly tests all systems as part of a product evaluation and development process. This issue has only been replicated in very isolated circumstances however the issue can cause significant disruption, hence its inclusion on the Stone Knowledgebase. The issue has been replicated on Windows 7 but may also occur using Windows 8. Resolution Install driver package 19.0 or later. As of writing, driver package 19.1 is available. This contains the Intel i217−LM driver version 126.96.36.199 dated 14/3/2014. Up to date drivers can be downloaded from the Stone Driver Finder. Additional Download Links • Windows 7 x86 Driver Package 19.1 • Windows 7 x64 Driver Package 19.1 Additional Workaround 3I If you are affected by this issue but not able to update the driver, a workaround is to remove the binding to IPv6 on the network adapter. This will remove the facility to use IPv6 services. To do this: • Use the Network and Sharing Center to select "Change Adapter Settings". • Find the Intel i217−LM adapter in the list of adapters. • Righ−hand click on it and then left click on Properties. • Then un−tick the check box for "Internet Protocol version 6". • Click on OK. A further alternative, for example if you need to maintain the use of IPv6 services and cannot upgrade the driver, is to disable the system's ability to go into sleep state. If you require assistance with this, please contact Stone support. â€‹Applies to: • Haswell based systems (with an Intel 8 Series Chipset) fitted with an Intel i217−LM Gigabit LAN Controller. 4M MSI H81M−P33 − BOAMOT−464 − System Restarts instead of Shutting Down when Requested Problem Stone systems based on the MSI H81M−P33 produced between 8/1/14 and 16/1/14 may not shut down then the user tries to shut the system down from within an operating system. Instead, the system reboots and starts the operating system − such as Windows − again. Cause The cause is because the BIOS has been configured to support S3 wake from USB devices however the motherboard jumpers have not been configured to do so. Resolution 1 Disable the Resume from S3 by USB Device, Resume from S3/S4/S5 by PS/2 mouse and Resume from S3/S4/S5 by PS/2 keyboard settings in the BIOS. This method will fix the problem but in future the machine will only be able to be woken from deeper power saving states by using the system's power button. Use the BIOS Settings instructions in this KB article to do this but disable instead of enable the settings. The steps are also below. Steps • Go into the BIOS using the DEL key straight after turning the system on • Go into the Settings menu on the left • Go into the advanced menu • Then go into "Wake Up Event Setup" • Disable "Resume from S3 by USB Device" • Disable "Resume from S3/S4/S5 by PS/2 mouse" • Disable "Resume from S3/S4/S5 by PS/2 keyboard" • Press F10 and Save and Exit to apply the changes. Resolution 2 Move the JUSB_PW1 and JUSB_PW2 jumpers to finish enabling the Sleep / S3 wake from USB functionality. This resolution gives the best system functionality but the lid of the system will need to be removed to make the change. Steps 5M • Follow the Motherboard jumpers stage of this article. Note: This issue is not related to Wake on LAN (WOL) functionality. Applies to: • BOAMOT−464 − Stone / MSI H81M−P33 My Intel Q67 or Q77 Based System Suffers from Audio Skipping or Glitches, How Can I Fix This? Problem An Intel Q67 chipset or Intel Q77 chipset based system may experience the following issues randomly: • During audio or video playback, the video may stutter. • The audio may stutter, or you may hear audio squeaks or other glitches. • Additionally, ping times on the network may occasionally be higher than expected. Cause This issue is caused by the design of the Intel LAN driver and the way it interacts with the Q67 or Q77 chipset management engine. These issues can appear even if the management engine has not been configured, i.e. the management engine is "un−provisioned". In the case of the Intel DQ77MK based system, the problems only affects the Intel 82579LM controller. Using the 82574L secondary LAN controller and leaving the 82579LM controller unplugged will work−around the issue, but this will prevent the use of AMT technologies such as VPRO remote control. Note: The audio or video being played does not need to be being transferred over the network; the 82579LM adapter simply needs to be plugged into a network to cause the problems in the system. Resolution Ensure that you use the Intel Pro 1000 driver Release 19.1. If you have an older driver already installed: • Download the newer driver package version 19.1. • Double click on the downloaded EXE file and follow the instructions to install the driver. • Reboot the system for the change to take effect. 6M If you have a newer driver already installed: • Download the newer driver package version 19.1. • Uninstall the Intel Pro 1000 driver package using Control Panel > Programs and Features. • Reboot. • Double click on the EXE file you downloaded and follow the instructions to install the driver. • Reboot the system again for the change to take effect. The correct driver based on the 19.1 package has a version number of 188.8.131.52. Download Links Windows 7 driver package 19.1 − here Windows 8.1 driver package 19.1 − here Applies to: • Intel Q67 products such as: 7R ♦ BOAMOT−406 / BOAMOT−455 Intel DQ67SW ♦ BOAMOT−412 Intel DQ67OW ♦ BOAMOT−420 Intel DQ67EP • Intel Q77 products such as: ♦ BOAMOT−436 / BOAMOT−448 / BOAMOT−453 / BOAMOT−465 / BOAMOT−468 Intel DQ77MK ♦ BOAMOT−450 Intel DQ77CP ♦ BOAMOT−451 Intel DQ77KB ♦ BOAMOT−461 Asus P8Q77−M Realtek LAN Controller Problem on 4 Series Intel Motherboards DG41AN, DG41TX and DG41RQ Problem The products in the title may have issues with LAN port connectivity when used with certain driver versions under Windows 7, Vista and Windows XP. Issue Symptoms of this issue are: • System(s) that were previously working fine now have no network connectivity ♦ For example, the system cannot obtain an IP address ♦ Or the system cannot contact the server • Cold or warm reboots do not restore connectivity Root Cause The root cause is an out of date Realtek LAN controller driver. Affected driver versions are: • Windows XP − Any version lower than 5.736.xxx.xxxx • Windows Vista − Any version lower than 6.227.xxx.xxxx • Windows 7 − Any version lower than 7.006.xxx.xxxx If your driver version is the version above or higher, then you are likely not affected by this issue. Please contact the Stone service desk for assistance for additional troubleshooting. An example of a driver that will cause this problem is shown below: 8R Resolution Step 1: The driver must be upgraded to a newer version, by obtaining a newer version from the Stone driver finder or from the Intel web site. If you need network connectivity to do this, please do Step 2 first, then update the driver, and then repeat Step 2. Step 2: The LAN PHY chip must be reset. To do this after having updated the driver, perform the following: • Shut Windows down • Disconnect the mains from the power supply • Disconnect the LAN cable • Wait for at least 10 seconds for the system to completely discharge • Reconnect the LAN cable and then the power Note: If you do not complete Step 2 after updating the driver then the problem may re−occur as the LAN chip programming has not been cleared. The LAN chip is programmed by the driver; step 2 must be completed after updating the driver. Applies to: 9R • Systems with the Intel desktop motherboards DG41AN, DG41TX and DG41RQ Realtek LAN Controller Problem on 8 Series Systems − LAN Reports not Connected, Is Missing, or no Traffic Problem Haswell systems based on Intel 8 Series / Haswell chipsets with a Realtek LAN Controller fitted may experience LAN connectivity issues after using out of date LAN driver software under Windows. These systems were shipped in 2014 and 2015. These include: • Stone NT310−H (NOTCHA−260) • Stone / Asus B85M−E (BOAMOT−463) • Stone / MSI H81M−P33 (BOAMOT−464) • Stone / Asus H81T (BOAMOT−471) • Stone / MSI H81I (BOAMOT−472) • Stone / Asus H81M−P−SI (BOAMOT−476) â€‹This problem does not appear on Haswell systems that only use an Intel LAN Controller. Symptoms These include: • The network adapter keeps disappearing from device manager; the network adapter is not visible to the system at all. • You cannot get any network connectivity or traffic. • You cannot get an IP address via DHCP. • The adapter may report that the cable is unplugged when it is not. • You may not even be able to network boot the system (PXE boot). • Cold or warm reboots may not fix the problem. Root Cause The root cause is an out of date Realtek LAN controller driver which mis−programmed the LAN PHY chip. This mis−programming will survive cold and warm boots. The Realtek LAN driver on an 8 Series chipset based system should be updated to a November 2013 or newer version using the Stone Driver Finder. If you have up to date drivers running on the machine and on any PXE boot or deployment system but are experiencing problems, then you are likely not affected by this issue. Please contact the Stone service desk for assistance for additional troubleshooting. 0R An example of a driver that may cause this problem is shown below: Note: Unfortunately the original component manufacturer's driver disk may contain a problematic, out of date driver. Please ensure you obtain all of your system drivers from the Stone Driver Finder or Stone Support. Resolution Step 1: The driver must be upgraded to a newer version, by obtaining a newer version from the Stone Driver Finder. If you need network connectivity to do this, you should do Step 2 first to regain some connectivity, then update the driver, and then repeat Step 2. Step 2: The LAN PHY chip must be reset. To do this after having updated the driver, perform the following: • Shut Windows down. • Disconnect the mains from the power supply (and in the case of a notebook system, also remove the battery). • Disconnect the LAN cable. • Wait for at least 20 seconds for the system to completely discharge. 1S • Reconnect the LAN cable and then the power (and again in the case of a notebook system, reattach the battery). Note: If you do not complete Step 2 after updating the driver then the problem may re−occur as the LAN chip programming has not been cleared. The LAN chip is programmed by the driver; step 2 must be completed after updating the driver. Additional Example Scenario − PXE Boot • A new Stone system arrives with a customer with a pre−installed image; the network connectivity is fine. • You then decide to PXE boot the system to capture an image from it. • The Realtek driver in the PXE Image WIM file used to boot the system is significantly out of date. • The driver believes is supports the network adapter and the adapter may initially connect to the network. • The network connection then fails − either no traffic, or the adapter disappears. • You then reboot the system into the pre−installed image and find that the network connectivity still doesn't work. • You believe that the network interface has failed − however this is incorrect − the PXE driver has mis−programmed the interface − this now needs to be cleared using the steps above. â€‹Applies to: • Haswell based systems (with an Intel 8 Series Chipset) fitted with a Realtek PCIe Gigabit LAN Controller. SCCM Deployment: The computer restarted unexpectedly or encountered an unexpected error Problem Operating system deployment fails with the following error: "The Computer Restarted unexpectedly or encountered an unexpected error. Windows Installation cannot proceed. To install Windows, click "OK" to restart the computer, and then restart the installation." 2S Resolution On the screen with the error message above try the following steps: 1. Hold down "Shift + F10" to open the command prompt 2. On the command prompt type "regedit" with no quotes to open the Registry Editor 3. Go to:− HKLocal machine −> System −>Setup −>Status −> ChildCompletion 4. Highlight ChildCompletion and on the right you will see "setup.exe" 5. Double click "setup.exe" and verify the value is set to "1" 6. Change the value to "3" 7. Close the registry editor and close the command prompt. 8. Click OK on the error message and now the installation process should complete. Applies to: • Deployments of Windows 7 using SCCM 2012. Should I use a passive Display Splitter to use Dual Display from a Single Port? Problem A common scenario is the need to give a cloned output to more than one monitor and/or projector at the same time. For example, you may have a monitor already connected but then need to connect a projector. One solution available on the market is the passive video splitter. A passive splitter has no power supply and no electronics. It is simply wired to duplicate the signals to two HDMI, DVI or VGA connectors. The use of passive video splitters, such as a passive VGA splitter (15−pin) can cause configuration and reliability issues with modern PC systems and therefore is not recommended. Issue 1: Mismatched display settings Using a physical clone of a display prevents the PC from being configured to support the different output device's characteristics, such as resolution. This means that the output has to be configured to the lowest common denominator of the two in both the X and Y axis. For example: 3S Monitor 1: 1366x768 Projector: 1280x1024 Common denominator: 1280x768 − this is not the ideal resolution for either device and will give a stretched, distorted or letter box display on one or more device. Solution: Use seperate physical output ports on your system. Windows will automatically adjust the output for the best possible display on a cloned setup. Or, using the seperate output ports, configure a spanned desktop. This will allow you to run each device in its native resolution, and will allow you to drag and drop application windows between the two screens. Issue 2: DDC Pins shorted − display not configured correctly; damage may occur Most interfaces (including VGA 15−pin, DVI, HDMI and Display Port) may use of a communications channel called DDC. This is a communication channel from the monitor or projector back to the PC. This carries configuration information such as PNP ID, native resolution etc. Shorting the DDC information together by physically connecting the two outputs from two devices together can damage the device and the PC host system. Solution: Use seperate physical display outputs from the PC will ensure DDC information correctly gets back to the host PC system. If you do use a passive splitter − and this cannot be recommended − ensure that the DDC pin from one of the outputs is disconnected (for example, VGA pin 12 from one of the output devices). Issue 3 − Manual Configuration required Because a passive physical splitter cannot handle DDC information for both devices correctly, Windows may not be automatically able to determine the correct output resolution. The user will need to manually configure the correct resolution every time the device is connected. If a second device is connected while the system is running, the user may need to manually adjust the resolution on the original device to bring the resolution down to an acceptable setting for the new device. Solution: Use seperate physical display outputs from the PC Other Issues Other issues related to the use of passive splitters include problems where projectors may not display a signal unless the PC is powered up first. This again relates to DDC handshaking. Use seperate physical display outputs. Please contact your account manager if you would like to discuss upgrade options to your system to support multiple outputs. A system that supports multiple outputs resolves the problems listed above as well as giving control over which output is the primary and which output is the secondary, in the case of a spanned desktop. Applies to: 4S • All systems including PCs and laptops, with or without a dedicated graphics card. SMART Board Software Causes Intermittent loss of Keyboard and/or Mouse on System Start Problem Some versions of the Smart Technologies Product Drivers can cause problems when a USB 3.0 controller is installed in the system. This has been verified on Windows 7 and the 2010 version of the Smart Technologies driver package. When you boot the system, the keboard and or mouse may be unresponsive until you remove them and then plug them back in. Removing the USB 3.0 controller monitor program does not resolve the problem. The problem has been seen on H61, B75, Q77 and H81 systems. Cause The drivers themselves appear to cause system problems as they were not designed to be aware of USB 3.0 controllers. The issues are evident even if you are not using the USB 3.0 ports on the system. Resolution Either seek updated drivers from Smart Technologies, or if you are not connecting the Smartboard / Smarttable to the problem system, just uninstall the Smart Technologies driver package from Control Panel. The rest of the Smart Technology software will continue to function without the driver package. Note: This problem is also described in the article USB 3.0 Controller Driver Issues and Work Around Summary. Applies to: • Desktop and Laptop products with USB 3.0 controllers, running Windows 7 5S Stone / MSI H61M−P31/W8 Based System: BIOS stuck on code B4, B6 or B9 on POST and/or USB Keyboard Not Recognised Problem Customers have reported USB keyboard issues on systems based on the Stone / MSI H61M−P31/W8 motherboard. Symptoms include: • A message during the power−on self test (POST) with an error code of B4, B6 or B9 code being displayed • The USB keyboard is intermittently not recognised in the BIOS − you cannot use the USB keyboard to go onto the BIOS using the DEL key, or use the Boot Menu (F11). • The keyboard is intermittently not recognised when the system boots into Windows. Cause We believe that this issue may be caused by a BIOS glitch. Workaround Please use one of the following work−arounds. Workaround 1: • If your system is affected by this issue, simply unplug and replug the USB keyboard. The keyboard should then be recognised and you should be able to continue to boot up or login to Windows. â€‹Workaround 2: • We have a BIOS update for affected systems, although at this time it is not proven if this update resolves the issue. You may be able to do this with the problem keyboard attached to the system, however you may find that an alternative USB, or a PS2 keyboard will need to be connected to allow you to access the BIOS or BIOS boot menu. • See this article for the latest BIOSes for this product. Note: When performing the BIOS update, if your system ignores the F11 request to enter the boot menu then you may need to disconnect the existing USB keyboard, and try and alternative USB model or a PS2 model to be able to get the F11 key to work. â€‹Notify Support If you are affected by this issue and it has not been resolved by the steps above, please raise a support case with Stone support for your instance to be investigated. 6S Applies to: • Stone desktops using the MSI H61M−P31/W8 (BOAMOT−443) motherboard. Stone / MSI H81M−P33 Based System: Percentage symbol Issue when setting BIOS Password Problem Attempting to set a BIOS password which has a percentage symbol (%) as the first character causes the BIOS to lock up and require a system reboot. Cause Early BIOS versions for this product contained code which handled percentage symbols incorrectly. Resolution Update the system to the latest Stone production BIOS which is available from the Stone knowledge base, please review the link at the bottom of this article to obtain the BIOS file. BIOS 1.20 and newer solves this problem. Applies to: • BOAMOT−464 − Stone / MSI H81M−P33 Stone All In One PC M780 / M770 (21.5" and 23.6" display) − Screen brightness problem Problem The brightness of the display panel is low or dim, even when adjusted to the highest setting in Windows or using the switch on the side on the unit. Cause The LVDS display settings in system BIOS need adjustment. 7S Resolution Enter system BIOS using F2 key after turning the system on and modify the settings as described below. Navigate to Advanced menu and select 'System Agent Configuration'. Select 'Graphics Configuration'. 8S Next select 'LVDS Configuration'. 9S On this menu page choose 'Mitac Maestro (21.5")' from the 'All−In−One Chassis' drop down box. 0S Ensure that Mode Select is set to 8bit Mode(Vesa). 1S Once the above steps have been taken please save the changes and exit the BIOS by pressing 'F10' and choosing 'Yes'. Tip: You may encounter this issue if you update the BIOS on a Stone system using a non−Stone BIOS, for example, the standard Asus BIOS. To avoid having to make these BIOS settings changes, always perform updates using the Stone BIOS files. Applies to: • SYSBRA−223 − Stone M780 AIO 23.6 inch Non Touch • SYSBRA−227 − Stone M780 AIO 23.6 inch Touch • SYSBRA−237 − Stone M770 AIO 21.5 inch Touch • SYSBRA−238 − Stone M770 AIO 21.5 inch Non Touch • BOAMOT−470 − Stone / Asus Q87T Thin mITX motherboard • BOAMOT−471 − Stone / Asus H81T Thin mITX motherboard 2S Streamed HD Video Content fails to Play (Youtube / Vimeo etc) in systems containing the H61M−P31/W8 Motherboard (BOAMOT−443) Problem When attempting to view HD video content from streaming sites such as youtube and vimeo, playback begins but is quickly interupted and an error message is displayed in the video window, as below: "An error occurred. Please try again later." Affected systems Systems affected include: • Any desktop system containing the MSI H61M−P31 W8 motherboard which does not have headphones or speakers connected to the rear or front facing audio I/O ports. 3S Cause Root cause of this issue is the Realtek HD Audio device and its associated driver. During HD video playback an audio I/O port check is performed, if no connections are found this error occurs. The Realtek driver assumes that HD content would only be played with an audio output device (such as speakers or headphones) connected. Resolution 1. Access the Realtek HD Audio Manager control panel by double clicking on its icon in the system tray 2. Once the Realtek HD Audio Manager control panel opens, click on the settings button in the bottom right corner. 4S 3. Disable front panel jack detection by putting a tick in the tick in the box against "Disable front panel jack detection". Once the audio device finishes configuring itself you can then close the window. 5U Reminder: This issue only occurs on systems that do not have speakers or headphones connected. If you experience this issue and you have speakers or headphones connected, check that they are connected and operating properly. Applies to: • Stone Desktop systems containing BOAMOT−443 − the MSI H61M−P31/W8 motherboard. USB 3.0 Controller Driver Issues and Work Around Summary Issues There are a number of issues regarding USB 3.0 controllers primarily with Windows 7. This article highlights some of the more common problems as well as work−arounds for them. A driver package tor the four most common groups of USB 3.0 controllers is available at the end of this article. Problem 1 − Intermittent Device Response with Third Party Applications Problem 2 − VMWare Player or VMWare Workstation USB Removable Device / Passthrough does not work 6U Problem 3 − Intel USB 3.0 Controller Driver May not Install through WDS / MDT / CC4 / SCCM Problem 4 − Upgrade to Windows 8 will not proceed with the Manufacturer USB 3.0 driver Installed Problem 5 − Smart Technologies Tablet or Smart Technologies Smartboard drivers cause the system keyboard and/or mouse to be Unresponsive Problem 6 − Removal of EHCI Support From Intel Skylake and newer platforms means that Windows 7 can't use USB devices until an additional driver installed Please Note: These issues are not specific to Stone PCs or desktops but rather are related to the chipsets and drivers supplied from the chipset manufacturer. USB 3.0 Controllers Affected The main controllers addresses by this article are: • Renesas1: Renesas first generation USB 3.0 Controller uPD720200 and uPD720200a, as used in the Intel 6 Series Desktop boards • Renesas2: Renesas second generation USB 3.0 Controller uPD720201 and uPD720202 as used in some high end motherboards • Intel7: Intel first generation USB 3.0 controller as Integrated into the 7 Series Intel Chipset, such as Q77, HM75 etc. • Intel8/9: Intel second and third generation USB 3.0 controllers as integrated into the 8 and 9 Series Intel chipsets, such as the Q87. • Intel 1x0: Intel fourth generation USB 3.0 controllers as integrated into the Skylake series chipsets such as the H110M, B150 and Q170. • ASMedia 104x and 107x Controllers. â€‹Native support for most of these controllers is available from within Windows 8.1; the Windows 8 / Windows 8.1 in−box driver is not affected by the issues discussed in this article. Problem 1 − Intermittent Device Response with Third Party Applications Applications which monitor the USB ports on a system may not work, or USB devices in the system may have intermittent issues Cause The USB 3.0 Controllers above install their own port monitoring application by default. This notifies you, for example, if you plug a USB 3.0 device into a USB 2.0 port. The monitoring application monitors all ports on the system including USB 2.0 ports and issues can be seen across all ports in the system. The conflict between the driver's port monitoring application and an add−application which is also probing the USB ports can cause either program to cease working, or the USB ports themselves may intermittently fail to respond or detect devices. 7U Resolution • Renesas1, Intel7 and Intel8/9: ♦ Uninstall the driver ♦ Reboot ♦ Reinstall the driver using the INF only method, using Device manager to install the basic driver components only. The monitoring application is not installed using this method, and the conflict is resolved. • â€‹Renesas2 − either follow the method for Renesas1 above, or: ♦ â€‹Uninstall the driver ♦ Reboot ♦ Reinstall the driver using the /v"NO_MONITOR=1" switch to prevent the monitoring application from being installed. In the Stone USB 3.0 driver package, this is also available as silentsetup_no_monitor.bat • ASMedia ♦ â€‹Uninstall the driver ♦ Reboot ♦ Install the driver in the Stone USB 3.0 driver package as this does not include a USB monitoring application. See also Problem 5 for a similar issue around Smart Technologies Smartboard or Smarttablet drivers. Problem 2 − VMWare Player or VMWare Workstation USB Removable Device / Passthrough does not work In this situation VMWare products are not able to take control of the USB device and pass it through to the guest operating system. When you attempt to connect the device to the guest operating system, you get an error message that the device is in use on the host. Resolution 1 Ensure the VMWare USB Arbitration service is running in Computer Management > Services. Resolution 2 Use the same resolution as for Problem 1. Then once you have removed the USB monitoring program, you should be able to assign the USB device to the guest operating system. 8U Note: This problem appears to be more prevalent on Intel 8/9 Series USB controllers than other models, and has been verified to exist on VMWare Player 6.0.3 Problem 3 − Intel USB 3.0 Controller Driver May not Install through WDS / MDT / CC4 / SCCM When you use the INF driver and deploy this through a driver package, the Intel 7 or 8/9 driver may not install properly. The "Intel(R) USB 3.0 Root Hub" is listed in device manager as an Unknown device, or with a yellow exclamation mark on it. Device Manager reports that the driver is not installed correctly. Cause The cause is a problem with the way the driver and driver ID is constructed. The device has an ID of USB3\ROOT_HUB30&VID_8086_PID_1E31 whilst the driver does not have an INF that matches closely enough for the deployment process such as WDS to use it. Resolution • Reinstall the driver after the initial build of the system. This can be done either using the standard setup program, or, for larger scale deployments such as an SCCM build, use a task sequence and the silent setup option included in the Stone USB 3.0 driver package. • If you require that the Intel USB monitor program is not installed you can still use the INF only method after the operating system has been installed. To do this programatically, use the drivers in the INF_Only folder and the install.bat file. This needs to be run with Administrative privileges. Problem 4 − Upgrade to Windows 8 will not proceed with the Manufacturer USB 3.0 driver Installed If you attempt to upgrade to Windows 8 from Windows 7 the upgrade checker may report that the USB 3.0 controller driver is not compatible. Resolution • Uninstall the USB 3.0 controller driver • Upgrade to Windows 8 • Install the latest Windows 8 USB 3.0 controller driver IF Windows does not automatically 9U install a driver during the upgrade. Use of the Windows in−box driver is recommended where possible. Problem 5 − Smart Technologies Table or Smart Technologies Smartboard drivers cause the system keyboard to be Unresponsive Similar to Problem 1, some versions of the Smart Technologies Product Drivers can cause problems when a USB 3.0 controller is installed in the system. This has been verified on Windows 7 and the 2010 version of the Smart Technologies driver package. When you boot the system, the keboard and or mouse may be unresponsive until you remove them and then plug them back in. Removing the USB 3.0 controller monitor program does not resolve the problem. The problem has been seen on H61, B75, Q77 and H81 systems. Cause The drivers themselves appear to cause system problems as they were not designed to be aware of USB 3.0 controllers. The issues are evident even if you are not using the USB 3.0 ports on the system. Resolution Either seek updated drivers from Smart Technologies, or if you are not connecting the Smartboard / Smarttable to the problem system, just uninstall the Smart Technologies driver package from Control Panel. The rest of the Smart Technology software will continue to function without the driver package. Stone USB 3.0 Driver Package A driver package is available that contains the most up to date Windows 7 USB 3.0 controller drivers for all six mentioned controllers as of 25/7/16. This package includes: • The standard setup program • Silent setup program (batch file) • Silent setup program with no monitoring application − Renesas 2 controller only (batch file) • INF installer only (no monitoring program) Windows 7 Drivers for x86 and x64 are included. Download here. Applies to: 0W • Desktop and Laptop products with USB 3.0 controllers, running Windows 7 Wake On LAN (WOL) may not work on Systems Running Windows 8.x or Windows 10 Problem Due to the way in which Windows 8.x handles system and device power states there may be some instances where a desktop or notebook computer cannot be remotely switched on by a "Wake on LAN" (WOL) command. The same model of system can be remotely switched on using WOL if the system is running Windows 7. Cause The Windows 8 Fast Boot feature also controls how the system is shutdown. The mode that Windows 8 uses to power down devices can leave the system not able to respond to WOL commands. Resolution To resolve this problem, turn off Windows 8 fast boot features. Steps • In Control Panel, open the Hardware and Sound item. 1W • Then open the Power Options item. 2W • Click the Choose what the power buttons do link. 3W • Now untick the Turn on fast start−up option. You may need to click on the Change settings that are currently unavailable link first. 4W 5W • Once you have completed the above steps click the Save changes button. Note: Further information can be found at the following linkt http://support.microsoft.com/kb/2776718 Applies to: • Systems running Windows 8.x or Windows 10. 6W Western Digital Data Lifeguard Diagnostic May Report Inaccurate Hard Drive Health Information Data Life Guard Diagnostics Western Digital provide the Data Life Guard Diagnostics software for both Windows and DOS boot. This software can provide a number of hard drive tests − including a full surface scan, known as the Extended test − and also reports back drive SMART health information. However, it appears that DLG may sometimes only report any failing SMART information once the warranty failure threshold has been reached. Or it may not report some SMART attributes correctly ay all. This means that using the DLG tool and getting a perfect, clean bill of health from the tool may not provide an accurate assessment of the drive's health. Scenario An example scenario is shown below. 1. This system has experienced problems accessing blocks on the second drive in the system. 7W 2. WD DLG gives the hard drive an overall "Pass" status on health, which is possible and may be accurate if the drive has not reached the SMART warranty threshold. 3. Interestingly though, the SMART information for the drive is completely clear of any problem whatsoever. There are no "reallocated sectors" (sectors which have been found to be damaged, and have been moved) and no "current pending sectors" − bad sectors which are awaiting reallocation, if possible. 8W 5. A third party tool however confirms that the drive has logged the problem in its SMART records. 9W This proves that WD Data Lifeguard Diagnostics cannot be relied upon when it reports that the drive is perfectly healthy. Engineers should be aware of this, and should use other utilities that read the real SMART information directly, such as the SMART Gather Tool. Applies to: • All desktop and laptop products. Why Does My PC or Laptop Always Boot Straight into the BIOS Setup Utility? Problem Your PC or notebook always boots into the BIOS setup utility when you turn it on. Even if you use the Boot Device Menu (F8 on Asus based machines) the BIOS setup utility still appears. 0W Cause This is caused by the BIOS not being able to find a device that it can boot from. This may be due to BIOS settings, or failed hardware. Troubleshooting Steps • If you just Downgraded from Windows 8 to Windows 7 • If you have always been running Windows 7, but recently completed a BIOS Update • If you received a message about CMOS Defaults being loaded on your Windows 7 machine Follow the following Steps: • Make sure that Windows 8 features are properly configured in your BIOS. For example, as you are running Windows 7, Secure boot should be disabled, or set to "Other OS". • Typically, for Windows 7, UEFI boot should also be disabled ("legacy only"), or alternatively, "UEFI and Legacy" support should be enabled, to let the BIOS detect what mode to use. 1W • If you are running Windows 8, check that UEFI mode, or UEFI and Legacy mode are enabled. • Finally, check that your hard drive is still being detected in the BIOS. If the hard drive has failed, most modern BIOSes will boot straight into the setup utility if a valid boot device cannot be found. Tip: A quick way of seeing if the hard drive is still being detected, without going into the BIOS, is to try and use the BIOS boot device menu. Tap the Boot Menu function key right after turning the machine on until the menu is displayed. The boot menu function key is F8 on Asus based machines, F10 on Intel based systems, F11 on MSI based systems and F12 on many other brands of motherboard. Applies to: • All Desktop and Laptop Products which support Windows 8.x boot features such as Secure Boot. 2W Why does the VLC Player Video on my Projector Flicker, or Look Poor? Problem • When you play video using VLC media player on a system with a projector connected, the projector screen may flicker when you start playing the video on it. • The projector may seem as if its changing inputs when you stop or start the video. • Colours may appear washed out or the overall video quality may be poor. Cause The cause is VLC Media player trying to take advantage of some hardware features to improve the video decoding. Depending on the graphics adapter and driver, this may produce the undesirable results above. This issue appears to be more prevalent on NVIDIA graphics adapters with HDMI connected projectors. Resolution Go into the VLC Media Player preferences, and under Video, untick the option for "Use Hardware YUV −> RGB conversions". 3W Applies to: • Desktop and Laptop products with a Projector connected as a second display, using VLC Media Player. Why is my Windows 7 System giving me a Secure Boot Violation Error Message? Problem If you are running Windows 7 and your system uses an Asus motherboard, you may find that your system starts giving you an error message when you boot up, claiming that there is a "Secure Boot Violation". Cause The cause is a Spring 2016 Windows Update which causes systems that contain Asus motherboards to incorrectly enable Secure Boot. As Secure Boot is not supported by Windows 7, this results in the error message above. Note: If you have not recently installed Windows Updates on your system, or if you are deploying a brand new system for the first time, you may not be affected by this precise issue. However the instructions below on disabling Secure Boot for Windows 7 still apply. Resolution The resolution depends on whether or not you have a small number of systems affected, or if you are managing an issue that could potentially affect a large number of systems. 4W Small Numbers of PCs To resolve this problem, disable Secure Boot in the BIOS Setup: • Start the system and go into the BIOS by tapping the F2 or DEL key when the Stone / Asus splash screen appears. • Press F7 to go into Advanced Settings. â€‹ • Go to the Boot Menu. 5W • Go into the Secure Boot Submenu. 6W • Change the OS type from Windows UEFI Mode to Other OS. 7W • Press F10 Save changes and exit the BIOS. â€‹Large Estates of PCs To prevent this issue becoming a problem with a large number of PCs, consider whether you need to apply the Microsoft Update 3133977 to your Windows 7 systems: • Only deploy this update to machines that you are trying to encrypt with Bitlocker at the same time as having FIPs mode enabled.â€‹ • If you need to deploy this update, we recommend you deploy this update in manageable stages so that you can deal with any BIOS settings changes that are required. • If you do not use Bitlocker on a machine, or do not use Bitlocker and FIPs, or if the machine is already encrypted, you may not need to deploy this update to that machine. More Information This problem affects many systems based on Asus motherboards that support Secure Boot. The problem is not limited to systems manufactured by Stone Computers. • The Microsoft KB article which contains information about this update, and the issues it causes can be found here. • An Asus web page which confirms this problem is available here. 8W â€‹If you are running Windows 8.x1, or Windows 10, you are not affected by this issue, as these operating systems are supported by Secure Boot. Applies to: • Stone Desktops and All−In−One systems based on Asus motherboards • Branded Asus laptops. Windows Cannot be Installed to this Disk − How to Fix Problems after switching between UEFI and Legacy BIOS Modes Problem When you use UEFI mode on most systems, Windows will attempt to use GPT partitioning during installation. This gives features such as the ability to support boot drives larger than 2TB. When you use Legacy mode on UEFI systems, Windows will attempt to use the older MBR partitioning method during installation. The two methods are not compatible with one another. For example, you may encounter problems deploying Windows if your hard drive was partitioned using the MBR style, and you then attempt to reinstall Windows with the BIOS reconfigured into UEFI mode. Problem 1: Legacy (non−UEFI) BIOS with a GPT Partitioned disk: "Windows cannot be installed to this disk. The selected disk is of the GPT partition style". • In this situation, deleting all of the partitions on the disk using the setup program is not sufficient. It will not resolve the problem. Problem 2: UEFI BIOS with an MBR partitioned disk: "Windows cannot be installed to this disk. The selected disk has an MBR partition table. On EFI systems, Windows can only be installed to GPT disks." 9W Problem 3: UEFI BIOS with a GPT partitioned disk − with a deployment method such as MDT that has not been configured to handle GPT partitioning − the task sequence or deployment fails. Example of Problem 3: If you receive a new Stone PC with Windows 10 and decide to downgrade to Windows 7, many legacy Windows 7 deployment methods will not be prepared for the GPT partitioning method present on the hard drive. The Windows 7 deployment may fail. Problem 4: UEFI BIOS with a GPT partitioned disk, but you are trying to reinstall the system using boot media that has been prepared in MBR mode − perhaps an original CD, or a USB pen drive − and the system won't boot from the boot media. Work Arounds Problem 1: Legacy System with a GPT Hard Drive • Delete the partitioning information from the hard drive by "cleaning" the disk. • Or, if you are doing a large−scale deployment, program your task sequence to clean the disk. Problem 2: UEFI System with an MBR Hard Drive • Try UEFI−CSM Mode in the BIOS, if available. If you are moving to a UEFI system on an MBR partitioned hard drive, or if your deployment method only supports MBR and you are working on a UEFI system, some BIOSes have a UEFI−CSM mode setting which may help. CSM stands for compatibility support mode. In this mode, UEFI features are enabled, and things such as Secure Boot will still work. However with CSM, the BIOS will detect the boot partition on the bootable media and enable MBR support as required. In this way, it is still possible to use MBR partitioned disks and Windows installations after moving to UEFI mode. • If UEFI−CSM is not available and MBR hard drive partitioning is required, disable UEFI mode completely. • If you require UEFI features to be available, and so cannot disable UEFI mode, you may need to delete the partitioning information from the hard drive by "cleaning" the disk. Or, if you are doing a large−scale deployment, program your task sequence to clean the disk. Problem 3: UEFI System and GPT hard drive, with an MBR only deployment method • If possible, update your deployment method to support the new partitioning method, such as GPT. • Alternatively, delete the partitioning information from the hard drive by "cleaning" the disk. • Or, if you are doing a large−scale deployment, program your task sequence to clean the disk. Problem 4: UEFI System with a GPT hard drive, but booting from MBR media • Try UEFI−CSM Mode in the BIOS, if available. • Alternatively, re−prepare the boot media in GPT mode from the original ISO using tools such as Rufus. This allows you to create replacement USB media, prepared for UEFI/GPT booting. Bear in mind that some media such as Windows 7 x86 has limited support for 0W booting in UEFI mode. How to Delete The Partitioning Information • This process will "clean" or delete the GPT or MBR partitioning information from the hard drive, useful when you need your hard drive to match your BIOS and/or deployment method. On a small scale, the easiest way to do this is to use the DISKPART command manually. Note: These instructions will completely erase the contents of your systems hard drive. Please ensure that you backup all of your data first. This method will only allow for a clean installation of Windows. • Boot the system with the BIOS configured into the desired deployment mode. • Boot from the network, CD, or USB installation media as normal • At the first Windows PE or Windows installation screen, press SHIFT and F10 to get a command prompt. • Start Diskpart by simply typing in DISKPART and pressing Enter. • Use the LIST DISK command to list the hard drives. Usually, Hard Disk 0 is the disk you will be attempting to install to. • Select the disk to be erased by using the command SELECT DISK 0 • Now use the CLEAN command to quickly erase the partitioning information. 1W • Reboot and re−attempt Windows installation or deployment. Applies to: • All Stone Desktop and Laptop products that support UEFI and Legacy BIOS modes. Windows Update Error 80240037 − "Unsupported Hardware" with Windows 7 or Windows 8.1 and Kaby Lake Processors Problem Scenario • You have an Intel Kaby Lake based system (the 7th generation Intel Core products, such as the Core i5−7500). 2W • You are running Windows 7, Windows 8.1 or Windows Server 2012 R2 and attempting to install updates through Windows Update. • Windows Update Fails with the error code of 80240037. • Additionally, a message appears telling you that you have "Unsupported hardware". Cause Each new generation of processor requires both driver support from component manufacturers and often, platform support from Microsoft. As Windows 7 is now around 8 years old, as of 2017, Microsoft have decided not to add Kaby Lake support into Windows 7. Support is also not available for Windows 8.1 or Windows Server 2012 R2. 3W Additionally, supported video drivers are not available from Intel for the Kaby Lake on−chip graphics engine for Windows 7 or Windows 8.1 Note: With the Windows Update engine effectively disabled by the "March 2017 Preview of Monthly Quality Rollup" (Windows 7 − KB4012218 and Windows 8.1 − KB4012219), on detection of a Kaby Lake processor, your system is now exposed to future security issues or vulnerabilities. This issue has been confirmed by Microsoft, here: "Because of how this support policy is implemented, Windows 8.1 and Windows 7 devices that have a seventh generation or a later generation processor may no longer be able to scan or download updates through Windows Update or Microsoft Update." Resolution We recommend that customers upgrade to Windows 10 as soon as possible. If you need transition assistance from Stone, please contact your account manager. Alternatively, if you need to run Windows 7 or Windows 8.1, perhaps to support an older application, there are two work−arounds: • Downgrade your system to a Skylake (6th generation) processor. ♦ Most Kaby Lake motherboards are capable of taking a Skylake processor. • Install Windows 10, and then run Windows 7 or Windows 8.1 as a virtual machine (VM) to support your application. Windows 10 Enterprise, Professional or Education already includes Hyper−V, the Microsoft tool used to create virtual machines. Applies to: • Stone Desktops, NUCs and Notebooks based on the Intel Kaby Lake platform, running Windows 7, Windows 8.1 or Windows Server 2012 R2.
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