problem with OEM / Microsoft responsibility

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T

TR

I am trying to restore a few default fonts (Arial and Courier New) on my
Windows XP Pro system which I bought from HP. The PC (an e-PC 42) came
bundled with a Windows XP Pro system image CD; HP tech support tells me that
individual system files cannot be restored from the image CD, and that my
only option is to restore a pristine system image -- the same as what came
out of the box -- and reinstall every piece of software and system update
I've installed since then. There is no emoticon that suffices here. I have a
legit (albeit OEM) Win XP Pro license. What are my support options through
Microsoft? Can I obtain a copy of Win XP Pro for the cost of the media,
since I already have a license? HP says they cannot sell me one. Can I
download the font files I need from a Microsoft "system recovery" server?
Thanks
Timo
 
You do not have any support options with Microsoft.
Since HP reinstalled their customized vesion of Windows XP,
they are 100% responsible for Windows XP support issues.

Did HP tell you how to perform a "non-destuctive" recovery?

There is no download for any Windows XP system files from Microsoft.

HP Pavilions that ship with Microsoft Windows XP do
not come with Recovery CDs. Instead, they use a hidden
space (partition) on the hard drive to store the recovery
information.

Read the following article thoroughly, then follow
the steps outlined to perform a "non-destructive"
recovery operation.
http://h10025.www1.hp.com/ewfrf/wc/...docname=bph07145&product=71013&dlc=en&lang=en

--
Carey Frisch
Microsoft MVP
Windows XP - Shell/User
Microsoft Newsgroups

Be Smart! Protect Your PC!
http://www.microsoft.com/athome/security/protect/default.mspx

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

:

| I am trying to restore a few default fonts (Arial and Courier New) on my
| Windows XP Pro system which I bought from HP. The PC (an e-PC 42) came
| bundled with a Windows XP Pro system image CD; HP tech support tells me that
| individual system files cannot be restored from the image CD, and that my
| only option is to restore a pristine system image -- the same as what came
| out of the box -- and reinstall every piece of software and system update
| I've installed since then. There is no emoticon that suffices here. I have a
| legit (albeit OEM) Win XP Pro license. What are my support options through
| Microsoft? Can I obtain a copy of Win XP Pro for the cost of the media,
| since I already have a license? HP says they cannot sell me one. Can I
| download the font files I need from a Microsoft "system recovery" server?
| Thanks
| Timo
 
Your support options through Microsoft are nil. OEM versions of Windows have
no end user support from Microsoft. The OEM manufacturer is supposed to
provide support. HP computers are cheaper than others for a reason. They cut
every corner available to them. Their tech support generally consists of
restoring the factory image to fix any and all problems. Your best option at
this point would be to find a friend with an OEM CD and borrow it. You
should be able to extract the font files from it. Also search your hard
drive for .cab files. Often OEM installs have most of the .cab files in
c:\windows\options\cabs or somewhere similar.

Kerry Brown
KDB Systems
 
TR said:
I am trying to restore a few default fonts (Arial and Courier New) on my
Windows XP Pro system which I bought from HP. The PC (an e-PC 42) came
bundled with a Windows XP Pro system image CD; HP tech support tells me that
individual system files cannot be restored from the image CD, and that my
only option is to restore a pristine system image -- the same as what came
out of the box -- and reinstall every piece of software and system update
I've installed since then. There is no emoticon that suffices here.
Click to expand...


I'd agree with you there. That's why one must be very careful about
choosing an OEM system.

Microsoft requires its licensed OEM computer manufacturers to provide a
means of returning the computer to its original, ex-factory state. The
particular method of recovery, however, is left entirely to the
discretion of each individual computer manufacturer.

Legally, the OEM has met it's contractual obligation to Microsoft
by providing a means of returning the PC to its ex-factory state,
whether it's a Recovery CD or a Recovery Partition. They are not
legally obliged to provide a true installation CD as part of the sale.
Reputable, customer-service aware OEMs, like Dell and Gateway, do
provide a full OEM installation CD, that does permit custom
installations and repairs. However, many uncaring OEMs, such as Compaq,
HP, and Sony, in an effort to save pennies and reduce their support
costs by having to hire support people that can only say "Boot from the
Recovery CD to return your PC to its original condition," provide only a
CD bearing a disk image of the hard drive as it left the factory.

Essentially, it boils down to "You get what you pay for."

I have a
legit (albeit OEM) Win XP Pro license. What are my support options through
Microsoft?
Click to expand...


None, or at least very limited. Microsoft doesn't support OEM
installations; that's the sole responsibility of the computer manufacturer.

Can I obtain a copy of Win XP Pro for the cost of the media,
since I already have a license?
Click to expand...


Only from HP. Microsoft cannot distribute HP OEM CDs, which is what
you have a license to use.
HP says they cannot sell me one.
Click to expand...


Actually, that should read "HP will not....." It's entirely their choice.

Can I
download the font files I need from a Microsoft "system recovery" server?
Click to expand...


I don't know if it's possible to download individual fonts, or not. I
somehow doubt it. However, it should be a simple enough matter to copy
the fonts desired/needed from a friend's WinXP machine onto a floppy
disk, and then to your machine. It would even be possible for someone
to email you the fonts.


--

Bruce Chambers

Help us help you:



You can have peace. Or you can have freedom. Don't ever count on having
both at once. - RAH
 
I am trying to restore a few default fonts (Arial and Courier New) on my
Windows XP Pro system which I bought from HP. The PC (an e-PC 42) came
bundled with a Windows XP Pro system image CD; HP tech support tells me that
individual system files cannot be restored from the image CD, and that my
only option is to restore a pristine system image
Click to expand...

Do you have an i386 directory on the same drive as Windows? On my
Acer OEM system that seems to contain all the files from the Win XP
CD-ROM.
 
This isn't one of their low-end retail machines that you see at Circuit
City, but a high-end Business machine (an e-PC42). There's no hidden
partition and, as far as I can see, no "non-destructive" option on the
recovery CD -- at least not one that is clearly marked.
Timo
 
As I mentioned to Kerry, this isn't one of their low-end corner-cutters, but
one of their high-end PCs which are not sold at retail outlets. Not that it
makes a difference. :-(
Timo
 
Again, this was a high-end machine, not one of their low-end retail units.
This is a case of "you don't get what you pay for."
Timo
 
Stan,
Yes, there is an i386 directory on the recovery CD, but the Windows Install
Font application on the Control Panel does not recognize any fonts there
when pointed at the directory. I do see many candidate files with extensions
such as ".TT_" and I've tried copying them to another directory on my system
and renaming them ".TTF" but they're still not recognized as font files.
Does something happen to these files during installation which "turns them
into" True Type files?
Timo
 
I may be reading this wrong but it appears the only problem you are having
is you are missing a few fonts and you can't restore them from your cd. Is
that it?
If it is you should just bypass the cd all together. Download the fonts you
need yourself directly from the internet. A quick google search on 'arial
font download' pulled up 600,000 pages. The very first one has all the fonts
you mentioned and many more for free download.
 
You need to expand them. They are compressed.

http://support.microsoft.com/default.aspx?scid=kb;en-us;888017

You have my sympathies. I have spent many an hour trying to fix HP
computers. I am actually typing this on an HP computer bought at an auction.
The first thing I did with it was to format the hard drive and install a
retail version of Windows XP. It has been a rock solid computer with no
problems. I can't say the same for HP computers I have worked on that have
the HP installed version of Windows.

Kerry Brown
KDB Systems

TR said:
Stan,
Yes, there is an i386 directory on the recovery CD, but the Windows
Install
Font application on the Control Panel does not recognize any fonts there
when pointed at the directory. I do see many candidate files with
extensions
such as ".TT_" and I've tried copying them to another directory on my
system
and renaming them ".TTF" but they're still not recognized as font files.
Does something happen to these files during installation which "turns them
into" True Type files?
Timo
Click to expand...
 
TR said:
Stan,
Yes, there is an i386 directory on the recovery CD, but the Windows Install
Font application on the Control Panel does not recognize any fonts there
when pointed at the directory. I do see many candidate files with extensions
such as ".TT_" and I've tried copying them to another directory on my system
and renaming them ".TTF" but they're still not recognized as font files.
Does something happen to these files during installation which "turns them
into" True Type files?
Timo
Click to expand...

Use the EXPAND command in a Command Prompt Window to create usable
files from the compressed source in the \i386 folder.

Good luck


Ron Martell Duncan B.C. Canada
--
Microsoft MVP
On-Line Help Computer Service
http://onlinehelp.bc.ca

"The reason computer chips are so small is computers don't eat much."
 
Expanding the files has done the trick. Thanks Stan, Ron, Kerry for setting
me on the right track.
Timo
P.S. This ePC42 has been a very good computer, and HP's support on the
hardware has been excellent. The finger-pointing on OEM versions of Windows
isn't limited to HP, as you probably know. I've run into far worse problems
with Dell, who charged a $2,000 premium for a high-end notebook with "full
support for Windows NT" a few years ago, and then never trained any tech
support staff in NT, wrote all their documentation and KB articles as if
the machine were running Win98 only, and their NT drivers for peripherals
were always flaky. The $5,000 I spent on that Dell notebook was the worst
investment I've ever made.
 
TR said:
Again, this was a high-end machine, not one of their low-end retail units.
Click to expand...


I guess it depends on your point of view. In my experience, "HP" and
"high-end" don't belong in the same sentence. Or at least one that can
be said with a straight face.

This is a case of "you don't get what you pay for."
Click to expand...


True. While a low price usually means low quality; a high price isn't
always indicative of high quality.


--

Bruce Chambers

Help us help you:



You can have peace. Or you can have freedom. Don't ever count on having
both at once. - RAH
 
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