Blue Screen -- 7E Stop Error

Question

My ordeal began on May 12.  My XP computer, which is still under a two-year, in-house warranty, crashed on Sunday (5/11), but I did not call tech support until the following day.  At that time, a tech had me do several things, and after roughly 60 minutes of trial and error, he said that my system would need to be restored to Day 1 (factory settings). Not wanting to lose my personal files, I attempted to see if I could solve the problem myself.  This entailed me trying to install the latest Windows updates, the latest McAfee updates, and restoring my computer to a recent restore point.  All these efforts ended with the operating system halting and giving me an 0x0000007E error (the same error that I had been getting all along). At this point, I re-tried tech support.  A tech named Jai worked with me for several days.  He had me run hardware and system tests -- all of which passed.  After the tests, Jai said that a system restore to Day 1 was the only solution.  I relented (didn't want to lose my personal data) and restored the system.  I did this on 5/18.  Soon after Jai hung up the phone, the system crashed again (7E error, again).  I tried to call back, but eventually gave up after being put on hold for at least 30 minutes. I called back the following day.  I was disconnected three times and put on hold for countless minutes before I reached tech support.  At that point, I advised the tech (not Jai) of the situation, and he then told me that the next step was to remove the video card.  I refused to touch the hardware, fearing that I would cause more problems and feeling that I should not be asked to do such a thing on computer that was still under warranty.  A heated debate with the tech support manager ensued and culminated with the manager hanging up on me.  I then reported the problem to customer support (after waiting on hold for nearly 30 minutes), but that didn't seem to do any good.  The customer service rep seemed very disinterested and didn't give me any indication that my problem would be resolved. On May 20, I called sales, and they referred me to the Sales Resolution Team.  In turn, I was referred back to tech support.  A new tech worked with me for several hours.  He had me wipe the entire system and install XP from scratch.  We got to the point of installing drivers, several of which installed successfully.  Then, when attempting to install the Linksys network adapter, the system failed (7E error, again).  At that point, this particular tech said that he would call me back in 45 minutes, which was seven days ago.  Via email, I have contacted the sales rep who promised to help me resolve this problem, but I have not heard from her or anyone else from Dell since last week.  My system is now stripped down to Windows only -- no personal files and no other software.  It's not operable; in fact, I am worse off than I was on 5/11.  I need help!!!  I need a tech to come to my home and fix this mess.  I don't think that is asking too much since I have paid for in-home support, have worked with the phone support team for two weeks with no success, and have been a loyal customer for years (ordered 6 Dell systems over the last decade).

kaltman1 · Answer

I am feeling your pain I have been going through the same type issues with blue screen error 8E. And my machine is only a week old and have called the and talked to someone in India of course and still have no resolutions

shesagordie · Answer

E_Izzard

If you have a case number, then try contacting Dell's Unresolved Issues here.

Bev.

===================================================
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Post the issue in the appropriate Board, where they will be answered.

shesagordie · Answer

kaltman1

As this is a new system and is within the 21 day time period, from the date shown on the invoice/packing slip, you should request a replacement system.

Bev.

===================================================
Please don't send me questions about your system by DCF Messenger.
Post the issue in the appropriate Board, where they will be answered.

kaltman1 · Answer

I have tried several things including telling the, to send me new memory boards but they kept telling me no that they weren't the problem. I got a call to day and they are going to replace both the memory and the hard drive, and they are sending a tech to me. Will have to wait to see how that works out.

shesagordie · Answer

kaltman1

Great, hope everything goes well.

Bev.

===================================================
Please don't send me questions about your system by DCF Messenger.
Post the issue in the appropriate Board, where they will be answered.

E_Izzard · Answer

I did what you suggested.  I contacted Dell’s Unresolved Issues.  I was told that someone would get back to me in 24 hours, which was more than 24 DAYS AGO!    However, I am happy to say that I finally found a solution to the problem on my own.  That’s right, I had to figure it out myself, even though the computer was still under a Dell in-house warranty.    I did learn a valuable lesson: DO NOT COUNT on help from Dell and their outsourced friends in India if something goes wrong with your machine.    And one more thing, my first Apple arrived today.  Have a nice life.  :-)

Larry R · Answer

So, what was the solution that you found?  The information may help other users that run into the same problem.

kaltman1 · Answer

they finally replaced my machine

shesagordie · Answer

kaltman1

Happy to hear that you have a resolution to your problem. :)

Bev.

===================================================
Please don't send me questions about your system by DCF Messenger.
Post the issue in the appropriate Board, where they will be answered.

Windows General

Blue Screen -- 7E Stop Error

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