eSupport.com
 

beforecallingtech

Contacting Technical Support

What to Do before calling Tech Support

ALL:

CHIPS:

SUREFLASH:

LBAPRO MILPRO DUALPRO

RETURNING RMA'S

ALL:

How to Complete a request for a BIOS update

In order to request a bios update you must be a member and be logged onto the esupport website Please make sure that you are logged in before proceeding to the next section.

  1. Download and run the BIOSAgentPlus software.
  2. Click on the bios download link.
  3. fill in any missing details and submit your request

Our QC staff must double-check all requests. Please be patient with them requests will usually  be processed within 1 business day.

After the new BIOS is installed, when the computer starts up it locks up before the operating system begins to load. 

The first thing to try is to clear the CMOS. If the system locks before you can enter setup and you have already tried clearing the CMOS then if possible restore the original BIOS and call Tech Support. If you can enter setup there are 3 things that can be tried. 1:Enter setup, go to the "BIOS Features" screen disable external Cache (may be listed as L2 cache). 2:Enter Setup "Integrated Peripherals" find the 4 options that end "UDMA" disable all 4. 3:Enter Setup "Integrated Peripherals" find the 4 options that end "PIO" set them to Mode 0. each of these options should be tried separately. if one doesn't work change it back to the default and try the next.

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What information should I have available when calling Tech Support?

Before calling tech support please gather the following information.

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When I boot the computer the memory keeps counting 3 or more times how do i stop this?

In the BIOS setup look for "Quick power on self test" or "Quick Boot" enable this feature.

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Windows issues

For Windows 95/98/ME (Note Win ME skip step 1)

  1. Copy windows CD files to new folder on hard disk

  2. Boot into safe mode

  3. Go to device manager, find system devices

  4. Delete everything in system devices

  5. Reboot into windows normal mode

  6. Windows will reinstall all of the devices if asked for the CD browse to the location that the files were copied to.

  7. The system should now boot correctly into normal mode.

For Windows 2k/XP

  1. Make sure boot sequence has CD first

  2. Boot to windows CD

  3. Proceed as if you are going to install Windows again

  4. When the License agreement comes up press the F8 key as usual but then windows will say "Searching for previous versions and display a list of installations.

  5. At this point select repair and follow the procedure.

  6. Windows should now boot correctly.

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I cannot get SSE support to work

After fielding questions about SSE support, I've tried to do some research on this. There is more to it than just having a processor and/or BIOS that has the support. Windows Registry needs some values.

Here's a method where you can manually set SSE every time using WCPUID: http://www.myplc.com/sony/sse_enabling_and_wcpuid.htm

However, this has to be done upon each reboot.

 

Here's a note from AMD that claims going from a BIOS that doesn't support it to a BIOS that does requires an operating system fresh install: http://www.duxcw.com/dcforum/DCForumID5/534.html

This is because AMD probably doesn't want to be involved in telling people how to manually set the registry for the support.

To recap, here's what we need for support for SSE:

 

  1. You first flash your BIOS to the latest version
  2. You re-install Windows. Upgrading just the CPU may not enable SSE recognition.

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CHIPS:

I received a chip and when I install the chip I get no video or beeps.

Did you clear the CMOS before installing the chip? if not clear the CMOS and try again.

Reinstall the original BIOS. If the system comes up and works normally then call tech support. if it does not come up and work then you should troubleshoot the problem correct it and try the new bios again.

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I received a chip and when I install it my mouse, floppy or printer does not work

Clear the CMOS and try again. If the problem persists go to http://www.esupport.com/techsupport/award/superio determine which super i/o chip is on your system and contact Tech Support

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SUREFLASH:

I received an e-mail with the flash BIOS what do I do?

The steps to upgrade your are as follows:

  1. Create a clean boot disk. *NOTE": Do not use WIN ME/XP/2000 bootdisks. use WIN98 or earlier
  2. Unzip the attached file and extract the files onto the clean boot disk.
  3. Boot the computer with the floppy in the drive. NOTE: if your boot sequence is not set to boot to the floppy before the hard disk you may need to change this in the BIOS setup.
  4. Follow the prompts to upgrade the BIOS.

 

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I received a Flash disk or download and when I try to flash the process is not automatic like it says in the manual.

In order to accommodate all motherboards we must use a variety of flash loaders. some of them come from the manufacturer of the motherboards some are produced by our engineers. Some of the flash loaders do not allow for command line parameters. The basic procedure for these Flash loaders is to 1: save the original BIOS when asked for a filename to save the original BIOS to we suggest original.bin. 2: Update the BIOS. when selecting this option you will be prompted for the filename to update the part number is the filename for example if you recieved part F2A5KKA0A the filename would be 2A5KKA0A.BIN. this can be verified by checking the files on the disk in either "windows explorer" or "My Computer" or in DOS by typing DIR. at the A:> prompt

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When I run the flash I get an error message that says the part# does not match my system

If you are offered the choice to proceed then select Yes. if you are not offered the choice then you can restart the computer. when the menu comes up again select "Flash using the /QI switch. (Note: this should be option 2. Do not press any key after pressing 2 such as the enter key)  when the message comes up again saying that the part# does not match it should now offer you a yes to proceed or no to quit option. press "Y" to program the BIOS

 

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I get an error unknown flash type

If you get this error there are several reasons why this error may occur.

  1. The BIOS may be write protected.
  2. The manufacturer may have wired the board so that only a specific flash loader will work on the system usually provided by them.
  3. The manufacturer may have used a generic chip that is not supported by the flash loader you have.

To resolve these issues we can do 1 of several things.

  1. If the BIOS is write protected check in the BIOS setup (Usually in "Advanced BIOS features") for BIOS guardian or flash write protect. check the motherboard manual for write protection, bootblock, or similar options usually a 3 pin jumper similar to the CMOS clear (But not the same!)
  2. Check the motherboard manufacturers website for flash utility specifically for your motherboard.
  3. Try manually flashing the BIOS and add the switch "/F" to the command line. A typical command line for flashing the BIOS might look something like this: " BFLASH 2A69KB09.BIN ORIGINAL.BIN /PY /SY /CC /F" There are a few other switches that are used depending on the circumstances but this should be sufficient in most cases. Note the italic filename 2A69KB09.BIN should be replaced by the .BIN file on your flash disk, and BFLASH may be AWDFLASH on your disk.
  4. Go to our bios utilities section. We have several flash loaders that you can use as alternates.
  5. If none of these options work check if your BIOS chip is removable. See EXAMPLES. Contact tech support for options. Please make note of chip type I.E. PLCC or EPROM, and if it is removable (Socketed).

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When I run the flash disk instead of flashing the BIOS I get a page of information about parameters and examples.

we use a variety of flash utilities in order to support all motherboards. some of these flash utilities do not support all the parameters we use. If you get a parameter screen then you want to manually flash the BIOS. the procedure for this is simple. When the batch file exits to an A:\> prompt then type DIR and press ENTER.

For Award/Phoenix BIOS :

 Note the following information. 1:the BIOS file the BIOS file will usually begin with 2A, 2Y, 6A, or 6Z there are others, and end with .bin 2: the flash loader file.the most common flash loaders are Aflash.exe AwdFlash.exe and Bflash.exe. Then try the following command line "<<Flashloader>> <<biosfile>> original.bin /py /sy /cc"

For AMI BIOS

The part number will usually begin "AM... and end with usually .ROM though there are some that use the .BIN extension. and the flash loader will usually be AMIFLASH. type amiflash filename

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I received a Flash disk or download and when I try to flash the bios the system locks up before the flash is complete.

  1. Find out which flash loader is on the disk/in the zip file. go to http://www.esupport.com/techsupport/award/awardutils and download the latest version of the Flash loader. overwrite the file on the flash floppy with this version and try again.
  2. if you received a disk from us, or used the bootdisk.exe program from our website then try creating a windows 98 "CLEAN" boot disk. put the flash files onto the boot disk and boot from this disk and try again. note: do not copy files such as kernel.sys and command.com. NOTE: Do not copy the files into a folder on the floppy. You must put the files into the ROOT directory of the floppy.

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How to create a clean boot disk

  • If you have a system with windows 98 available to use. Boot the computer to windows. open either "My Computer" or "Windows Explorer" Right click on the floppy and select format. in the menu select "Full Format" and "Copy system files" NOTE: NOT "Copy system files ONLY". when the format is complete you have a clean boot disk.
  • If you do not have a Win98 system available: Go to http://www.bootdisk.com/bootdisk.htm download the Windows 98 SE OEM file. Put this file in a folder on the hard disk or on the desktop" Run the program and follow the onscreen instructions to create a startup disk. when completed use either "My Computer" or "Windows Explorer" to delete all files from the A: drive EXCEPT: command.com, IO.SYS, and MSDOS.SYS.
  • NOTE: if you cannot see these files then you must enable viewing of hidden and system protected files. if using win XP/2k then open either "My Computer" or "Windows Explorer" click on tools->folder options, click on the view tab and enable show hidden files. also make sure the two checkboxes under this option are unchecked. "hide extensions for known file types", and "Hide protected operating system files"

You should now have a clean boot disk ready for use.

 

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When the disk runs it asks me for a filename to program. What do I enter here?

Examine the files on the flash disk. (use either the DOS Dir command, the windows Explorer, or My Computer.) there should be a file on the disk that ends with .BIN, .BIO, or .ROM, this is the filename. an example would be 2A59HTB.BIN.

LBAPRO MILPRO DUALPRO:

I do not get the blue banner that indicates the LBAPRO is recognized

Try changing the address of the card. This is accomplished via the jumpers on the card. suggested alternate address is D8000 (may be D800)

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I have installed the card. I get the banner, and still the drives full size is not recognized by my computer.

  1. Make sure that in the BIOS ALL of the hard drives are set to "not installed" or "NONE"
  2. if there is a "limiting" or "alternate configuration" jumper on the drive make sure it is not jumpered.
  3. If using Fdisk from Windows 98SE/98/95B check the Microsoft website for updates check Knowledge base question # 263044
  4. if using an earlier version of Windows or DOS upgrade your operating system.
  5. if using windows NT make sure service pack 4 or higher is installed.

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RETURNING RMA'S

What do I need to return a product?

To return a product you need to contact Tech Support to obtain an RMA#

If you received a part that begins with (D) send an e-mail to flashupgrades@esupport.com Please include all necessary information

  • order#
  • reason for return request.

If you received any other part contact Tech support at 978-686-2204

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Now that I have an RMA how and where do I return the product?

  • If you received a Disk, Chip, or Card, package the product up in an appropriate package. an appropriate package is one in which you have a reasonable expectation that the product will arrive in undamaged condition. Sending a chip back in an envelope is not appropriate. Write the RMA # clearly on the package and send to the following address

RMA#______

eSupport.com

1538 Turnpike st.

North Andover, MA. 01845

  • If you received a Downloaded BIOS image take the RMA# and send an e-mail to the contents of the email should be:
    • RMA#
    • Statement that you have deleted/erased all bios files, and that you will not be using, or distributing the software.
    • request to process your refund.

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