ATI Technical Support (everyone please read)

S

Sean Segel

Guest
Hi,

There have been a number of potential ATI Radeon tech support requests on this message base. While the staff/users can help somewhat adequately, ATI Technical support has the latest breaking information pertaining to common issues.

Furthermore, one user may not duplicate the same problems experienced by another user, because of differing system configurations, etc. ATI Technical support knows the current problems/bugs experienced by the majority of users. Tech support will help to determine if you fall in this category or whether you’re eluding them to a new bug (which in turn will prompt ATI to implement relevant fixes for these issues in future drivers). ATI'S support will then give you the proper fixes or information to remedy your problem/problems (if they are available).

The Radeon CD informs users of the proper instructions on how to file a Problem Report. The recommended CD technical support directions of making up a problem report, calling tech support by voice, then sending in a report if needed, can be a longer than needed process, discouraging users, and which in turn prevents much needed bug report information from actually getting to ATI.

To use ATI tech support, do the following:

Download the ATIPRTOOL.exe (also available on the installation CD):

http://members.home.com/segels/ATIPRTOOL.exe

Use the ATI Problem Report Tool to make up a problem report. Save each problem report to the c prompt as problem1.txt, problem2.txt, etc. Copy the entire problem.txt and paste it to an email addressed to:


[email protected]

Also, attach the problem.txt file to that email.

ATI Tech support emailed me with important unpublished information, within 2 days using this process.

Before reporting bugs/problems to the Radeon discussion area, try this method first. ATI is not getting enough bug reports about possible newly discovered bugs. ATI will never get this information and publish a fix if they aren't aware of the problem. So, its important that the Discussion Area users start rapidly filing any problem that they are having so that ATI knows that a majority of users are effected, instead of the problems appearing to be isolated in a rare minority.

Thanks,

Sean




[This message has been edited by Sean Segel (edited 08-19-2000).]
 
I can attest to Sean's post above w/r/t ATI's diligence in replying to Radeon issue reports. While the automated email sent when I submitted one of the "Problem Reports" incorporated into the Radeon SW told me of a 6-8 day waiting period, I actually received a reply in 2 days. No solution, but an acknowledgment of the problem and hence knowledge that the issue is now known and can be addressed.

Hopefully, ATI will come out w/ yeoman support for Radeon given its potential. But I too agree that reports must be made as opposed to just bitching on a forum. ;)
 
I find it interesting that most Rage Pro related emails are ignored... Even though there are over 8 million rage pro's out there (and only a few thousand Radeons, maybe a few hundred thousand).
 
very nice post! i think when we file the problem report we can only help ATi make better drivers that can resolve those issues.

Also, I think the reason why Rage Pro's are barely supported by ATi is because hardly any Rage Pro sales were retail, meaning ATi believes that it can just redirect all users back to their OEM's

On the other hand, all radeon sales so far have been retail therefore ATi taking full support responsibility (they better) :D
 
Hi Roki,

Great point. As ATI gains popularity in their retail sector (in contrast to their OEMs), there will be allot more technical support reports filed by consumers. These reports will keep the ATI driver team informed and in turn help driver development.

So I encourage everyone to file even the most minuscule report. Keep those reports coming at a rapid pace.

Thanks,

Sean


[This message has been edited by Sean Segel (edited 08-25-2000).]
 
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