I have exactly the same problem. I bought my 5150 about 2 months ago and it does the same thing. I have the 3.02 GHZ Hyper Thread CPU, the 7200 rpm 60 GB hard disk, 250 MB ram, and the Conexant modem. I tried every thing including reformatting the disk and reloading windows, to no avail. Since there are not too many posts on this problem, I thought maybe it was my particular hardware configuration. Which system did you get? Did you get the Hyper Thread CPU?
I contacted dell-support, and below I paste you the answer I got. I desinstalled Norton Antivirus, and things went ok for a while. However, recently I encounter now and then the same problem, so I suspect that there's maybe a problem with Outlook... to be checked (now I'm overbooked, I plan to go back to the problem in two weeks) We keep in touch, post new results about it. ThanX!
rgds,
oriolinski
PS- My configuration: CPU P4-HT 3.06GHz, 60 Gb hard disk, D480 Conexant modem, 512 Mb ram.. nice machine otherwise.
-----Original Message----- From: Sent: 14 January 2004 18:28 To: Oriol SIERRA Subject:
Dear Mr Sierra,
Thank you for using DELL e-mail support
Obiously, on your laptop should be a program that, when you connect to
internet, tries to do some operation, avoiding Windows XP to shut down
correctly.
Probably, this program could be DELL ACCESS DIRECT or DELL QUICKSET, try
to deinstall one of them and check
If problem continues, deinstall the other one and recheck.
If problem stills try to deinstall all communications software and
deactivate antivirus autoupdate.
You can try also to check what process are running before shut down your
laptop pressing simultaneously ctrl,alt and supr and terminate any of
them.
If you have any additional questions about this case, please include
I tried all the suggestions recommended by the Dell rep listed on your replay and it made no difference. System still hangs after using the modem. One interesting fact though, when I brought my laptop to work and connected to the internet using the LAN network cable instead of the modem, the system never got hung up. This means that the problem has nothing to do with what the Dell rep was alluding to (software). There is some kind of hardware issue with the modem, perhaps a conflict. I suspect it has to do with the Hyper Thread processor, since there has been quite allot of problems associated with it and other applications. You see quite a few driver revisions and patches addressing HT issues. I wonder how many other HT users have problems with the Conexant modem? I really do not want to send the system in for service since it takes about 2 weeks to get it back, so I will try and exhaust all other options first. Anyway, I just wanted to keep you up to date.
Same problem here. I am on a LAN and sometimes connect to work with the modem to get a license key or to download work email. 99% of the time, my laptop will hang next time I shutdown or suspend. I don't use AccessDirect or Dell Quick...whatever.
This has nothing to do with Norton. The ONLY time it hangs is after a modem connection. I use a LAN every day and it never hangs until the modem connection.
Dell likes to replace motherboards, guess I'll give them a call.
By the way, I expect the reason there aren't many responses is because most people don't know what caused the lockup. It took awhile for me to figure it out based on usage patterns.
Message Edited by bobbobbob9876 on 06-15-2004 09:37 AM
I thought I had fixed this problem on my 5150 by unchecking the Auto connect function but did not fix it after all. I had to resort to buying the Broadcom modem for $14.00 (plus shipping) and replace the Conexant modem. That did the trick. The only thing is that the MOH function is not as good on the Broadcom. Anyway, I am 99% sure there is something wrong with the Conexant driver and Dell won't acknowledge it. We will have to wait and see if they ever fix it.
Thanks for your postings. I'm now back again to try to solve the problem on my machine.
Once I thought that the problem came from the software I was using. I've uninstalled Norton but it didn't fixed it at all. I've uninstalled my MS Office and installed MS Professional Office 2003 but the problem subsists. It's clear that the problem comes from the hardware and not from any software problem.
Bob, I understand from your posting that you solved the issue by changing of modem? Can you tell me whicch one did you buy? Did you change it at your costs? What about Dell's warranty? Did you checked for new connexant drivers? What's the MOH function?
... many questions... I would be very pleased if you could give me some hints...
I was on the phone with Dell tech support for about 2 hours trying to narrow this issue down. Basically, he could not fix the problem. He wanted me to install an old Conexant driver (older than the one that came on the Dell disk). Trying to uninstall the existing driver kept giving me a blue screen. He suggested re-installing XP and than installing the older driver. Re-installing XP is unacceptable. It would be cheaper for us to buy a new modem.
After that conversation, I noted the driver files, uninstalled the newer driver, removed the modem, went into safe mode, manually deleted the driver files... then reinstalled the modem. I could then install the old driver. The laptop didn't lock up as much during shutdown, but it still locked up (50% of the time). Determined that there is no fix for this and the modem must be replaced.
Since our laptops are still under warranty, I'm going to call Dell today and see if they will replace the Conexant cards with Broadcom cards. We have about 5 laptops with the Conexant modems and they all lockup during shutdown after modem usage.
As my previous post states, I resorted to just buying the Broadcom modem with my own money, and it fixed the problem. You have 5 machines so it is worth trying to get them to pay for it. My question is, do all your machines have Hyperthread processors? Mine does and I am wondering if it has something to do with it. I just don't understand why more people aren't complaining about this.
Oriolinski,
To answer your questions, (1)the only other alternate modem that Dell offers is the Broadcom BCM V.92 56K. You can just call Dell and just tell them you have a 5150 and you want the Broadcom and not the Conexant modem and they will find the right one. (2)I personally bought mine with my own money (Just $14) because I did not want to sit on the phone and have to prove that it was a Dell issue. (3)I did everything possible to fix it before buying the Broadcom modem including loading the most recent drivers and even reloading XP, to no avail. (4)The MOH function stands for Modem On Hold. What this does is put your internet session on hold when a voice call comes in so you can answer the phone with your phone hand set, then when your finished hang up, and resume the internet modem session where you left off without having to log in again. The Conexant modem has separate software running in the background which detects the call waiting signal, and then bring up a warning window with choices (and a dedicated .wav sound). The Broadcom MOH does something similar (without separate software) but doesn't quite work as well (no dedicated .wav sound, etc.).
I finally got Dell to replace my Conexant with a new Broadcom card, so if the laptops are under wararanty, then they should be able to get a new card.
I figure more people aren't complaining because many don't know that the problem is with the modem. I figured it out because I only use my modem on travel and the laptop only locks up on travel. Otherwise, there is no way to know that it is the modem causing the problem because the shutdown just hangs with no errors.
Affleck
18 Posts
0
January 29th, 2004 11:00
Oriolinski
10 Posts
0
January 29th, 2004 16:00
hi Affleck,
I contacted dell-support, and below I paste you the answer I got. I desinstalled Norton Antivirus, and things went ok for a while. However, recently I encounter now and then the same problem, so I suspect that there's maybe a problem with Outlook... to be checked (now I'm overbooked, I plan to go back to the problem in two weeks) We keep in touch, post new results about it. ThanX!
rgds,
oriolinski
PS- My configuration: CPU P4-HT 3.06GHz, 60 Gb hard disk, D480 Conexant modem, 512 Mb ram.. nice machine otherwise.
-----Original Message-----
From:
Sent: 14 January 2004 18:28
To: Oriol SIERRA
Subject:
Dear Mr Sierra,
Thank you for using DELL e-mail support
Obiously, on your laptop should be a program that, when you connect to
internet, tries to do some operation, avoiding Windows XP to shut down
correctly.
Probably, this program could be DELL ACCESS DIRECT or DELL QUICKSET, try
to deinstall one of them and check
If problem continues, deinstall the other one and recheck.
If problem stills try to deinstall all communications software and
deactivate antivirus autoupdate.
You can try also to check what process are running before shut down your
laptop pressing simultaneously ctrl,alt and supr and terminate any of
them.
If you have any additional questions about this case, please include
this message in your reply.
Kind regards
Santiago Hernaez Dell Inspiron Technical Support
Affleck
18 Posts
0
February 3rd, 2004 13:00
I tried all the suggestions recommended by the Dell rep listed on your replay and it made no difference. System still hangs after using the modem. One interesting fact though, when I brought my laptop to work and connected to the internet using the LAN network cable instead of the modem, the system never got hung up. This means that the problem has nothing to do with what the Dell rep was alluding to (software). There is some kind of hardware issue with the modem, perhaps a conflict. I suspect it has to do with the Hyper Thread processor, since there has been quite allot of problems associated with it and other applications. You see quite a few driver revisions and patches addressing HT issues. I wonder how many other HT users have problems with the Conexant modem? I really do not want to send the system in for service since it takes about 2 weeks to get it back, so I will try and exhaust all other options first. Anyway, I just wanted to keep you up to date.
Andre
bobbobbob9876
9 Posts
0
June 15th, 2004 11:00
Same problem here. I am on a LAN and sometimes connect to work with the modem to get a license key or to download work email. 99% of the time, my laptop will hang next time I shutdown or suspend. I don't use AccessDirect or Dell Quick...whatever.
This has nothing to do with Norton. The ONLY time it hangs is after a modem connection. I use a LAN every day and it never hangs until the modem connection.
Dell likes to replace motherboards, guess I'll give them a call.
By the way, I expect the reason there aren't many responses is because most people don't know what caused the lockup. It took awhile for me to figure it out based on usage patterns.
Message Edited by bobbobbob9876 on 06-15-2004 09:37 AM
Affleck
18 Posts
0
June 25th, 2004 18:00
Hey Bob,
I thought I had fixed this problem on my 5150 by unchecking the Auto connect function but did not fix it after all. I had to resort to buying the Broadcom modem for $14.00 (plus shipping) and replace the Conexant modem. That did the trick. The only thing is that the MOH function is not as good on the Broadcom. Anyway, I am 99% sure there is something wrong with the Conexant driver and Dell won't acknowledge it. We will have to wait and see if they ever fix it.
Oriolinski
10 Posts
0
July 31st, 2004 15:00
hi Bob and Affleck,
Thanks for your postings. I'm now back again to try to solve the problem on my machine.
Once I thought that the problem came from the software I was using. I've uninstalled Norton but it didn't fixed it at all. I've uninstalled my MS Office and installed MS Professional Office 2003 but the problem subsists. It's clear that the problem comes from the hardware and not from any software problem.
Bob, I understand from your posting that you solved the issue by changing of modem? Can you tell me whicch one did you buy? Did you change it at your costs? What about Dell's warranty? Did you checked for new connexant drivers? What's the MOH function?
... many questions... I would be very pleased if you could give me some hints...
thanks and regards,
Oriolinski
bobbobbob9876
9 Posts
0
August 3rd, 2004 15:00
I was on the phone with Dell tech support for about 2 hours trying to narrow this issue down. Basically, he could not fix the problem. He wanted me to install an old Conexant driver (older than the one that came on the Dell disk). Trying to uninstall the existing driver kept giving me a blue screen. He suggested re-installing XP and than installing the older driver. Re-installing XP is unacceptable. It would be cheaper for us to buy a new modem.
After that conversation, I noted the driver files, uninstalled the newer driver, removed the modem, went into safe mode, manually deleted the driver files... then reinstalled the modem. I could then install the old driver. The laptop didn't lock up as much during shutdown, but it still locked up (50% of the time). Determined that there is no fix for this and the modem must be replaced.
Since our laptops are still under warranty, I'm going to call Dell today and see if they will replace the Conexant cards with Broadcom cards. We have about 5 laptops with the Conexant modems and they all lockup during shutdown after modem usage.
Bob
Affleck
18 Posts
0
August 4th, 2004 19:00
As my previous post states, I resorted to just buying the Broadcom modem with my own money, and it fixed the problem. You have 5 machines so it is worth trying to get them to pay for it. My question is, do all your machines have Hyperthread processors? Mine does and I am wondering if it has something to do with it. I just don't understand why more people aren't complaining about this.
Oriolinski,
To answer your questions, (1)the only other alternate modem that Dell offers is the Broadcom BCM V.92 56K. You can just call Dell and just tell them you have a 5150 and you want the Broadcom and not the Conexant modem and they will find the right one. (2)I personally bought mine with my own money (Just $14) because I did not want to sit on the phone and have to prove that it was a Dell issue. (3)I did everything possible to fix it before buying the Broadcom modem including loading the most recent drivers and even reloading XP, to no avail. (4)The MOH function stands for Modem On Hold. What this does is put your internet session on hold when a voice call comes in so you can answer the phone with your phone hand set, then when your finished hang up, and resume the internet modem session where you left off without having to log in again. The Conexant modem has separate software running in the background which detects the call waiting signal, and then bring up a warning window with choices (and a dedicated .wav sound). The Broadcom MOH does something similar (without separate software) but doesn't quite work as well (no dedicated .wav sound, etc.).
bobbobbob9876
9 Posts
0
August 5th, 2004 20:00
All of our laptops are HyperThreaded.
I finally got Dell to replace my Conexant with a new Broadcom card, so if the laptops are under wararanty, then they should be able to get a new card.
I figure more people aren't complaining because many don't know that the problem is with the modem. I figured it out because I only use my modem on travel and the laptop only locks up on travel. Otherwise, there is no way to know that it is the modem causing the problem because the shutdown just hangs with no errors.
Bob