How to report an issue?

Discussion in 'Windows 64bit' started by Raybo58, Dec 12, 2007.

  1. Raybo58

    Raybo58 Guest

    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 :
    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:
    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...nNlYXJjaF9ubCZwX3BhZ2U9Mw**&p_li=&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:
    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:
    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/default.aspx?&ln=en-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/...rosoft.public.windowsxp.general&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/default.aspx?&ln=en-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.
     
    Raybo58, Dec 12, 2007
    #1
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