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How to report an issue?

 
 
Raybo58
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Posts: n/a
 
      12-12-2007
How does someone report a specific issue to the appropriate MS OS maintenance
team?

I get an error that says "This application has requested the Runtime to
terminate it in an unusual way. Please contact the application's support team
for more information."

Specifics:

I get the above error when playing the game Half-Life 2: Episode One.

After an exhuasting search I found what appears to be the answer I needed on
the Steam website, which is to install a hotfix from MS. The problem is that
the fix is not available for the x64 version of Windows XP Pro, but it is
available for just about every other version. So naturally I would like to
direct Microsoft's attention to this issue. But how does one do that?

What follows is my conversation with several CS agents so far after filling
out the original hotfix request form...

--- Original Message ---
From : raymond
Sent : Monday, December 10, 2007 3:28:02 PM UTC
To : CNTUS.HOTF.NA.00.EN.TRA.BGL.CS.T01.C....microsoft.com
Subject : Microsoft Online Customer Service

CUSTOMER PROVIDED SYSTEM PROPERTIES
Country/Region: United States

Hotfix
Article Hotfix ID:896256
Platform:64-bit Operating System (x64, EM64T or AMD64)
Product language:English

PRODUCT
Half-Life 2: Episode one

--------------------------------------------------------------------------------
From: CNTUS.HOTF.NA.00.EN.TRA.BGL.CS.T01.C....microsoft.com
To: raymond
CC:
Subject: RE: SRX1052119233ID - Microsoft Online Customer Service
Date: Mon, 10 Dec 2007 18:20:03 +0000


Hello,

Thank you for contacting Microsoft Customer Service.


I have received your request for a hot fix; however, I do not have enough
information to ensure I send you the correct hot fix.


The hotfix article KB896256 applies to:

Microsoft Windows Server 2003, Standard x64 Edition

Microsoft Windows Server 2003, Enterprise x64 Edition

Microsoft Windows XP Service Pack 2, when used with:

Microsoft Windows XP Home Edition

Microsoft Windows XP Professional

Microsoft Windows XP Tablet PC Edition 2005


Please assist us by confirming the product name and hotfix article number.
As soon as we receive clarification from you, we will process the request.


I appreciate your patience and look forward to your response.

Thank you,

Ramesh

Microsoft Customer Service Representative

--------------------------------------------------------------------------------

From : Raymond
Sent : Tuesday, December 11, 2007 10:26:33 AM UTC
To : "Microsoft Online Customer Service"
Subject : RE: SRX1052119233ID - Microsoft Online Customer Service

The information you have requested, the hotfix article number and the
product name, are both contained in the original hotfix request I submitted,
as evidenced above. However I will endeavor to provide you as much info as I
can.

When I reach a specific point in the game Half-Life 2:Episode One the game
crashes and displays the exact error message as is mentioned here...

http://support.steampowered.com/cgi-...i=&p_topview=1

and they recommend the hotfix prescribed by Microsoft in the following
article...

http://support.microsoft.com/kb/884538

The article states:

"CAUSE
This problem may occur when you use the /GR and the /MD compiler switches,
and the version of the Msvcrt.dll file and of the Msvcirt.dll file is 7.0.x.

Note This problem does not occur when you use a version of the Msvcrt.dll
file and of the Msvcirt.dll file that is earlier than 7.0."

The version of msvcirt.dll in my System32 folder is 7.0.3790.3959
(srv03_sp2_rtm.070216-1710)

My system details are as follows..

Windows XP Professional x64 with all of the latest sevice packs and updates
as of 12/10/2007.

Motherboard:
Manufacturer : ECS
Model : 945GCT-M
System BIOS : 63-0100-000001-00101111-072407-Lakeport
Total Memory : 2GB DDR2-SDRAM

Chipset 1:
Model : Elitegroup Computer Sys 82945G Processor to I/O Controller
Revision : A3
Bus : Intel AGTL+
Front Side Bus Speed : 4x 200MHz (800MHz data rate)
Maximum FSB Speed : 4x 267MHz (1068MHz data rate)
Width : 64-bit

Processor:
Model : Intel(R) Core(TM)2 Duo CPU E4500 @ 2.20GHz
Speed : 2.20GHz
Cores per Processor : 2 Unit(s)
Threads per Core : 1 Unit(s)
Type : Dual-Core
Bus : Intel AGTL+
Package : FC LGA775
Rated Speed/FSB : 2200MHz / 4x 200MHz
Multiplier : 11/1x
Minimum/Maximum Multiplier : 6/1x / 11/1x
Generation : G8
Name : C2DC (Conroe) Core 2 Duo 65nm 2.4-3.33GHz 1.0375-1.3V
Revision/Stepping : F / D (0)
Microcode : MU06FDA1
Core Voltage Rating : 1.325V

Video Adapter:
Model : Intel(R) 82945G Express Chipset Family
Chipset : Intel(R) 82945G Express Chipset Family
RAMDAC : Internal
Video BIOS : Intel Video BIOS
VGA Compatible : No
Total Memory : 224MB (218MB Video)
Texture Memory : 218MB
--------------------------------------------------------------------------------

From: CNTUS.HOTF.NA.00.EN.TRA.BGL.CS.T01.C....microsoft.com
To: raymond
CC:
Subject: RE: SRX1052119233ID - Microsoft Online Customer Service
Date: Tue, 11 Dec 2007 12:11:57 +0000


Hello,

Thank you for contacting Microsoft Customer Service.


The hotfix described in 884538: “You receive a "This application has
requested the Runtime to terminate it in an unusual way" error message when
you run a custom Microsoft Visual C++ 6.0 program in Windows XP" applies only
for Microsoft Windows XP Service Pack 2, when used with:
· Microsoft Windows XP Professional
· Microsoft Windows XP Home Edition

I also would like to inform you that the hotfix is available only for X86
platform for English language.

Please assist us by providing the exact hotfix article (E.g., KB895477), the
platform, and the product (E.g., Windows XP Home Edition Service Pack 2,
Windows Server 2000 Service Pack 4 etc.) in which you would like to install
the hotfix. As soon as we receive clarification from you, we will process the
request.


I hope your issue is resolved at the earliest and appreciate your patience
in this regard. Meeting and exceeding your expectations are my top
priorities.


Thank you,

Ganga

Microsoft Customer Service Representative
--------------------------------------------------------------------------------

From : Raymond
Sent : Tuesday, December 11, 2007 5:47:41 PM UTC
To : "Microsoft Online Customer Service"
Subject : RE: SRX1052119233ID - Microsoft Online Customer Service

ok, even though the information you have requested is already in the thread
of this email several times, I can provide it yet again.

The article number is kb884538

But it seems like you're trying to tell me that the hotfix is currently
unavailable for the 64-bit version of Windows XP Pro.

So, if that is the case, could you please forward this to your OS
maintenance people as a request to provide the users of this product the
benefit of their services?

Thank you

--------------------------------------------------------------------------------
From: CNTUS.HOTF.NA.00.EN.TRA.BGL.CS.T01.C....microsoft.com
To: raymond
CC:
Subject: RE: SRX1052119233ID - Microsoft Online Customer Service
Date: Tue, 11 Dec 2007 22:30:01 +0000


Hello,

Thank you for contacting Microsoft Customer Service.

The platform for the hotfix article ID 884538 is unavailable in Microsoft
Knowledge Base.

I have included some self-help resources that may address your issue, and
information on how to contact Technical Support. If the self-help resources
that are provided do not resolve your issue, or if you prefer assisted
technical support, you can contact the technical support team directly at the
URL that is provided below.

Assisted Support:


You may work with a Microsoft Support Professional via e-mail, telephone,
and for some products, chat to resolve your issue. Depending on how you
obtained your software, there may be fees to use the Assisted Support option.
Please visit the following link and select the appropriate version to contact
the Support Team:

http://support.microsoft.com/oas/def...us&gprid=1173&


Please note that if the software came from your computer manufacturer,
please contact your computer manufacturer directly. Contact information for
most major computer manufacturers is available at:

http://support.microsoft.com/default.aspx?pr=oemphone


Self-Help Resources:


You may search the Product Solution Center or the Knowledge Base of
self-help articles to resolve your issue using the following link:

http://support.microsoft.com/ph/1173


You may also post your issue in the Microsoft news groups. Please visit the
link below to look for a possible resolution:

http://www.microsoft.com/windowsxp/e...&lang=en&cr=US


I hope the issue is resolved soon and appreciate your patience.

Thank you,


Dharman

Microsoft Customer Service Representative.

--------------------------------------------------------------------------------

From : Raymond
Sent : Wednesday, December 12, 2007 8:35:44 AM UTC
To : "Microsoft Online Customer Service"
Subject : RE: SRX1052119233ID - Microsoft Online Customer Service

I'm not sure what you mean by "The platform for the hotfix article ID 884538
is unavailable in Microsoft Knowledge Base".

Do articles need platforms? And does the knowledge base normally contain the
platforms that these articles need?

I've already found the prescribed solution to my problem in article 884538,
which is to request the hotfix from you.

What I'm trying to clarify now is whether or not it is available for my
version of Windows.

And if it's not, that would seem to be an issue of neglect on the part of
Microsoft's OS maintenance team. So I'm asking you to help me by forwarding
this to the appropriate department or escalating the matter to a higher level
of customer service.

I paid for my version of Windows and it deserves the same attention as the
other versions which have received the benefit of this hotfix.

--------------------------------------------------------------------------------
Hello,

Thank you for contacting Microsoft Customer Services.

I appreciate the time taken to write back to us.


I would like to inform you that Hotfix is based on platform, hotfix only
provided according to the Platform.

The hotfix ID you have provided is applicable only for 32bit platform and it
is not applicable for 64bit.

I suggest that you contact Microsoft Support Professional via e-mail,
telephone, and for some products, chat to resolve your issue. Depending on
how you obtained your software, there may be fees to use the Assisted Support
option. Please visit the following link and select the appropriate version to
contact the Support Team:

http://support.microsoft.com/oas/def...us&gprid=1173&


I hope the above information is helpful and appreciate your patience.

Thank you,

Roshi

Microsoft Customer Service Representative
------------------------------------------------------------------------------------
end of conversation

The trouble is that all of the "Self Help" options, other than this one,
require that you pay a minimum of $60 just for the privilage of reporting
your problem, which just seems un-American to me.

The MSDN option doesn't seem appropriate because it's not a developer issue,
but even if it was you need a paid subscription just to be heard by them as
well.

It seems clear that MS farms out it's Hotfix request load to Indian CS
centers that can't or won't deal with issues that involve more than searching
the Knowledge Base for you.

So to recap: There is a problem with the Operating System. Mocrosoft knows
about it. They've provided a fix for their other products. Now, as a paying
customer, I'd like to know by what means I may direct their attention to the
missing fix for my system.

 
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