Top Ten Windows 2000 Professional Support Incidents
Sorted by: Est % Labor
Date Range: 1/14/2000 to 11/13/2000

Issue #1
Pre Install Questions\ How To: Perform a clean installation

Description: Customers desire wanting to completely reconfigure their hard disk partitions or completely re-format them to have a clean installation of Windows 2000 where no previous directories, installed application, or orphaned files are present.
Current Solution: Customer education.

Issue #2
Browse / Browsing (LAN Clients)\ Windows 9x clients can't see shares on Windows 2000

Description: Customers are unable to setup networking, to be able to browse from a Windows 9x client to a Windows 2000 box.
Current Solution: Varies depending on the state of the network, client and server configuration.

Issue #3
Adaptec CD Software\ Adaptec Easy CD software can cause blue screens on w2k

Description: Installing Adaptec's EZ-CD software (update to DirectCD component drivers) on w2k machines can cause STOP errors. Blue screens occur if EZ-CD was installed previous to an upgrade, or as a result of installing on a machine already set up with w2k.
Current Solution: Uninstall software. May have to disable drivers first.
Q237468 - Error Message on a Blue Screen Using Adaptec CD-R/RW Software
Troubleshooting:
1. Boot to Safemode.
2. Regedt32, disable ASPI, CDR4VSD in HKLM\SYSTEM\CCS\SERVICES.
3. Rebooted successfully back into NT. Version 4.0 or higher required for W2K.

Issue #4
Internet Connection Sharing\ Configuration: How do I?

Description: Customers are unclear as to how to configure ICS. Customers are calling PSS before they really attempt to resolve issue themselves.
Current Solution: This issue will be resolved by improved wizard functionality or complete auto configuration.

Issue #5
WinLogon\ Customer forgets password, causes reinstall

Description: This problem occurs in 2 scenarios:
1. Customers forget the password they entered during setup or upgrade. When they're queried for it after setup is complete, they are prevented from accessing the machine.
2. The customer removes a machine from a domain and does not remember a local admin account password.
Current Solution: Current solution involves a complete reinstall of w2k.

Issue #6
TCP/IP\ Configuration: How Do I?

Description: Customers are unclear as to how to configure TCP/IP. They often do not understand Subnet Masking, or the Default gateway settings.
Current Solution: Product Feedback and the Networking group have been involved in a documentation review. The Help file documentation covers these basics.

Issue #7
Iomega\ IomegaWare on Windows 2000 causes blue screen

Description: Customers are installing Iomegaware on their Windows 2000 and either causing the Zip drives to no longer work or to blue screen their Windows 2000 system.
Current Solution: Disabled the Iomega imgatapi driver and re-enable the standard atapi.sys and the drive is seen, and the system no longer blue screens with a stop 0x7b.
Q246043 - No Mouse or Keyboard Response at Logon Prompt

Issue #8
winnt32 has caused an IPF in kernel32.dll\ winnt32 ipf's in kernel32.dll due to Quickbooks (qbconv32.dll)

Description: When customers attempt to upgrade to Windows 2000 from Windows 9x, winnt32.exe invokes the Readiness Analyzer which will crash with an Invalid Page Fault (IPF) if certain TSR programs are running in the background.
Current Solution: Workaround:
Q252725 - Upgrading to windows 2000 causes Invalid Page Fault in Kernel32

Issue #9
VPN\ Configuration: How do I?

Description: Customers are having issues with how to deploy VPN's. The procedures using the Wizard are incomplete, or confusing.
Current Solution: The documentation has been reviewed, including core product, resource kit, and online support. There have been some design changes considered to resolve these calls.

Issue #10 (Duplicate of Issue #3)
Adaptec CD Software\ Adaptec Direct CD drivers can cause blue screens on w2k

Description: Installations of Adaptec's DirectCD software can cause STOP errors.
Recommendation: Current product is not logo compliant due to w2k ACPI requirements. Customers would lose ability to write on the fly. Version 4.0.2d should address these issues, to be posted to Adaptec's website July 25, 2000.