------Original Message------
From: Gateway POP3 <email.gateway@gateway.com>
To: Rod Hayslett <haysletr@flash.net>
Sent: March 31, 2001 5:01:08 AM GMT
Subject: Re: <CID:20244681><Order:><Serial:0020733229>      (KMM6650275C0KM)




************************************************************************
*****************************
Hello Rod,

Thank you for your e-mail.  I understand that you receive an error in
moving a file when installing USB software.

Please do the following to test the USB ports:

Checking the Device Manager in normal mode

1.  On your screen, locate and click the Start button.  From the Start
menu, point to Settings, and then click Control Panel.

Note: In Windows Me on the left side of Control Panel, you may have
to click View all Control Panel Options to see all of the icons.

2.  In Control Panel, double-click the System icon.

3.  In the System Properties dialog box, click the Device Manager tab.

a.  Verify that everything is recognized and properly configured.

b.  Check the Other Devices category and verify that it is properly
configured.

Note: It is not uncommon for the Device Manager to display a phantom COM
port under Ports (COM and LPT) for certain motherboards and BIOS
versions.  This phantom COM port is necessary for the modem to be
recognized in this situation.  It is likely that the phantom port has a
yellow exclamation point on it.  This is not a device conflict and is
the normal configuration for the motherboard and BIOS.

If the USB ports are properly recognized, then this is a software issue.
Gateway does not support third party hardware or software.  Please
contact the manufacturer for further support in installing their
product.

Thank you for choosing Gateway.

Chris
Online Client Support Team
Gateway

Gateway Online Services is genuinely interested in your feedback in
order to improve our e-mail service.  Please feel free to complete our
survey located at:

http://www.gateway.com/cgi-bin/surveys.pl?id=970788007
The survey includes questions regarding two aspects of our e-mail
service - the above e-mail communication between you and the Gateway
representative assisting you and your overall experience with Gateway
e-mail support.  We thank you, in advance, for taking the time to
complete the survey.  In doing so, you are helping Gateway ensure that
you are satisfied with our e-mail service.

All brands and product names are trademarks or registered trademarks of
their respective companies.

Please include the text from this message in your reply to provide us
with a history of the problem.

**Please note: At this time we are not accepting attachments**

(c) 1999 Gateway Inc.
This information is subject to change without notice and
is provided "as is" with no warranty.
Gateway shall not be liable for any direct,
indirect, special, incidental or consequential damages
in connection with the use of this material.


************************************************************************
***********************************




Original message follows:
-------------------------

It does seem strange that my installs are failing on all of new hardware
that I have tried to add to the system with USB connections.   Not just
one of the pieces.   And all of them return the same error.    What are
the chances of that one?

Gateway POP3 wrote:
>
>
************************************************************************
> *****************************
> Hello Rod,
>
> Thank you for your email.   I understand that you're still having a
> error when installing your scanner.  If you are outside of your first
30
> days of ownership, or if you did not purchase your scanner from
Gateway,
> you will want to contact the scanner vendor.  They provide all
technical
> support for their software and their products.
>
> The following is a list of common companies to contact:
>
> Hewlett Packard
>
> HP Desk Jet 670, 680, 690= (208) 344-4131
> HP other= (208) 323-2551
> http://www.hp.com/
>
> Brother
>
> Brother Customer Service  (800) 853-6660
> http://www.brother.com/
>
> Visioneer
>
> Visioneer Technical Support  (888) 368-9633
> http://www.visioneer.com/
>
> UMAX
>
> UMAX Technical Support  (208) 552-7980
> http://www.umax.com/support
>
> Please describe all of the hardware and software that you are
> experiencing your error with.
>
> If you are experiencing issues with your USB 250 zip drive, and your
> Onstream USB30 Tape drive, and you did not purchase them from Gateway,
> please contact the manufacturer.  Please be aware that Gateway cannot
> support the use of third party hardware.  By this I mean that if the
> hardware was not purchased from Gateway, I cannot support it since we
> did not test, sell, or ship it with our systems.  By installing this
> hardware you do so on your own behalf and Gateway cannot be held
liable
> for any problems that may ensue because of this.  If your technical
> concerns are with the hardware not obtained from Gateway, I ask that
you
> contact the manufacturer of that hardware for support.
>
> Thank you for contacting Gateway Online Services.
>
> Claude
> Online Client Support Team
> Gateway
>
> Gateway Online Services is genuinely interested in your feedback in
> order to improve our e-mail service.  Please feel free to complete our
> survey located at:
>
> http://www.gateway.com/cgi-bin/surveys.pl?id=970577609
> The survey includes questions regarding two aspects of our e-mail
> service - the above e-mail communication between you and the Gateway
> representative assisting you and your overall experience with Gateway
> e-mail support.  We thank you, in advance, for taking the time to
> complete the survey.  In doing so, you are helping Gateway ensure that
> you are satisfied with our e-mail service.
>
> All brands and product names are trademarks or registered trademarks
of
> their respective companies.
>
> Please include the text from this message in your reply to provide us
> with a history of the problem.
>
> **Please note: At this time we are not accepting attachments**
>
> (c) 1999 Gateway Inc.
> This information is subject to change without notice and
> is provided "as is" with no warranty.
> Gateway shall not be liable for any direct,
> indirect, special, incidental or consequential damages
> in connection with the use of this material.
>
>
************************************************************************
> ***********************************
>
> Original Message Follows:
> -------------------------
>
> Tried your process below and it did not change the answer.   Still get
> the error message:   "An error occurred in the move process: -115"   I
> do not have a zip drive installed but I am trying to install an
external
> USB 250 zip as well as an external Onstream USB30 Tape drive.
>
> Gateway POP3 wrote:
> >
> >
>
************************************************************************
> > *****************************
> > Hello Roderick,
> >
> > Thank you for your e-mail.  I understand that you're having issues
> with
> > installing hardware and software to your computer.  Use the
following
> > instructions below to clean up system resources and stabilize your
> > computer.
> >
> > Note:  If the computer will not shut off.  Do not unplug from the
> wall.
> > Hold down the power button until the computer shuts down.  This can
> take
> > up to 15 seconds.
> >
> > Note:  If a step does not apply to what you are doing then move on
to
> > the next segment or step.
> >
> > Note:  Make a note of changes and boxes that require you to remove
the
> > check marks, so that if you need to replace the check marks you will
> > know which one's you removed them from.
> >
> > Remove the items from the Start Up group
> >
> > 1.  On your screen, locate and click the Start button.  From the
Start
> > menu click Run.
> >
> > 2.  In the Open dialog box, type the following and click OK:
> >
> > MSCONFIG
> >
> > Remove items that may be loading in the Win.ini
> >
> > 1.  In the System Configuration Utility window, click the Win.ini
tab.
> >
> > 2.  Click the plus sign "+" next to [windows].
> >
> > 3.  Clear the checkmarks out of the boxes next to Load= and Run=.
> >
> > Remove items from the Start Up
> >
> > 1.  Click the Start Up tab.
> >
> > 2.  Clear the checkmarks in all the boxes except for the following
> > listed:
> >
> > System Tray
> > ScanRegistry
> > Taskbar Display Controls
> > LoadPowerProfile
> > TaskMonitor
> >
> > 3.  Now click on Apply.
> >
> > 4.  Click OK, and then click Yes when prompted to restart the
> computer.
> >
> > After the computer has restarted you will be back at the main
screen.
> >
> > Removing Auto Insert Notification only if your computer has a ZIP
> drive
> > attached
> >
> > Follow these instructions to disable Auto Insert Notification:
> >
> > Note:  If Auto Insert Notification is not disabled, the computer
> > continuously monitors the ZIP drive for the presence of a cartridge.
> > Also, it may cause issues if trying to install Office or another
> > software.  Disabling this feature is not detrimental to the ZIP
drive
> > and is an optional feature of Windows 95, 98 and Me.
> >
> > 1.  On your screen, locate and click the Start button.  From the
Start
> > menu, point to Settings, then click Control Panel.
> >
> > 2.  Double-click the System icon.  In the System Properties dialog
> box,
> > select the Device Manager tab.
> >
> > 3.  Double-click the Disk drives list under Device Manager, then
> > double-click the ZIP drive.
> >
> > 4.  Click the Settings tab.  Clear the Auto Insert Notification
> option.
> > Close the System Properties dialog box, and then click Yes when
> prompted
> > to restart the computer.
> >
> > Try these steps to free up memory and help in preventing lock ups.
> >
> > Clearing temp and temporary internet files
> >
> > 1.  On your screen, locate and click the Start button, click Run.
> >
> > 2.  In the box type the following:
> >
> > C:\WINDOWS
> >
> > Click OK.
> >
> > 3.  You may receive a warning message about changing the contents in
> the
> > Windows folder.  Click Yes or OK.
> >
> > 4.  Find the folder called Temp and double-click it.
> >
> > 5.  Click Edit on the menu bar. Choose Select All.
> >
> > 6.  Hit the DELETE key on your keyboard.  Click Yes or OK on any
> > messages that may pop up.  These files are not needed for your
machine
> > to run and are safe to remove.
> >
> > 7.  Close the Temp folder.
> >
> > 8.  Follow the steps 4 through 7 for the folder called Temporary
> > Internet Files and the folder called History.
> >
> > 9.  Close all windows that are open.
> >
> > 10.  Double-click the Recycle Bin and click File, click Empty the
> > Recycle Bin.
> >
> > 11.  Restart the computer.
> >
> > Checking for conflicts
> >
> > 1.  Click the Start button, click Settings, click Control Panel,
> > double-click the System icon, click the Device Manager tab.
> >
> > 2.  Are there any exclamation points or red X's present?  Please
Note
> > any and send results.
> >
> > 3.  Check under Disk Drives.  Are there two Generic NEC Floppy
listed?
> > If so remove one.
> >
> > 4.  Check under Monitors.  Is there more than one monitor listed?
> > Remove all but the correct one.
> >
> > Closing all programs running in the background
> >
> > 1.  Right-click each of the icons one at a time next to the clock in
> the
> > lower right hand corner of the screen.
> >
> > 2.  Choose Close, Exit, or Disable for each of those icons until
they
> > are all gone or "x'd" out.
> >
> > 3.  Press CTRL+ALT+DEL to bring up the Close Program box.
> >
> > 4.  We need to close each program listed in there EXCEPT for
EXPLORER
> > and SYSTRAY.
> >
> > 5.  To do so, click one item in the list so that it is highlighted.
> >
> > 6.  Click the End Task button.  The Window will close.  If you
receive
> > "Program not responding" window, click End Task in that windows
> please.
> >
> > 7.  Repeat steps 3 - 7 until only EXPLORER and SYSTRAY remain.
> >
> > 8.  If you are running a Screen Saver, be sure to disable it, by
> > clicking on Start, then Settings, then Control Panel.  Double click
on
> > the Display Icon.
> >
> > 9.  When the Display Properties window comes up, click on the Screen
> > Saver tab and set the Screen Saver to none.  Close all the windows
> down.
> >
> > ScanDisk and Disk Defragmenter
> >
> > 1.  Run ScanDisk first.  On your screen, locate and click the Start
> > button, point or click Programs, click Accessories, click System
> Tools,
> > click ScanDisk.
> >
> > 2.  When the ScanDisk program comes up.  Choose Through by clicking
> and
> > placing a black dot in the circle.
> >
> > 3.  Place a X in the box for Automatically fix errors.
> >
> > 4.  Now click on the Advanced button located in the lower right of
the
> > window.
> >
> > 5.  When the window comes up, use the following settings:
> >
> >  a.  In Display summary place a bullet in Always.
> >  b.  In Log file place a bullet in Replace log.
> >  c.  Cross-linked files place a bullet in Delete.
> >  d.  Lost file fragments place a bullet in Free.
> >  e.  Check for files place a check mark in Invalid file names and
> > Invalid dates and times only.
> >  f.  Place a check mark in Check host drive first.
> >
> > 6.  Click OK when done and now click on the Start button to run the
> Disk
> > Defragmenter program.
> >
> > 7.  Run Disk Defragmenter.  On your screen, locate and click the
Start
> > button, point or click Programs, click Accessories, click System
> Tools,
> > click Disk Defragmenter.
> >
> > Note:  You will want to run Disk Defragmenter even if it says it is
> not
> > necessary.
> >
> > 8.  When the Disk Defragmenter is complete, click Yes.
> >
> > If you are outside of your first 30 days of ownership, or if you did
> not
> > purchase your scanner from Gateway, you will want to contact the
> scanner
> > vendor.  They provide all technical support for their software and
> their
> > products.
> >
> > The following is a list of common companies to contact:
> >
> > Hewlett Packard
> >
> > HP Desk Jet 670, 680, 690= (208) 344-4131
> > HP other= (208) 323-2551
> > http://www.hp.com/
> >
> > Brother
> >
> > Brother Customer Service  (800) 853-6660
> > http://www.brother.com/
> >
> > Visioneer
> >
> > Visioneer Technical Support  (888) 368-9633
> > http://www.visioneer.com/
> >
> > UMAX
> >
> > UMAX Technical Support  (208) 552-7980
> > http://www.umax.cim/support
> >
> > Please be aware that Gateway cannot support the use of third party
> > hardware or software.  By this I mean that if the hardware or
software
> > was not purchased from Gateway, I cannot support it since we did not
> > test, sell, or ship it with our systems.  By installing this
hardware
> or
> > software you do so on your own behalf and Gateway cannot be held
> liable
> > for any problems that may ensue because of this.  If your technical
> > concerns are with the hardware or software not obtained from
Gateway,
> I
> > ask that you contact the manufacturer of that hardware or software
for
> > support.
> >
> > Thank you.
> >
> > Fred
> > Online Client Support Team
> > Gateway
> >
> > Gateway Online Services is genuinely interested in your feedback in
> > order to improve our e-mail service.  Please feel free to complete
our
> > survey located at:
> >
> > http://www.gateway.com/cgi-bin/surveys.pl?id=971046175
> > The survey includes questions regarding two aspects of our e-mail
> > service - the above e-mail communication between you and the Gateway
> > representative assisting you and your overall experience with
Gateway
> > e-mail support.  We thank you, in advance, for taking the time to
> > complete the survey.  In doing so, you are helping Gateway ensure
that
> > you are satisfied with our e-mail service.
> >
> > All brands and product names are trademarks or registered trademarks
> of
> > their respective companies.
> >
> > Please include the text from this message in your reply to provide
us
> > with a history of the problem.
> >
> > **Please note: At this time we are not accepting attachments**
> >
> > (c) 1999 Gateway Inc.
> > This information is subject to change without notice and
> > is provided "as is" with no warranty.
> > Gateway shall not be liable for any direct,
> > indirect, special, incidental or consequential damages
> > in connection with the use of this material.
> >
> >
>
************************************************************************
> > ***********************************
> >
> > Original message follows:
> > -------------------------
> >
> > Name: Roderick Hayslett
> > Email Address: haysletr@flash.net
> > Secondary Email:
> >
> > <CID:20244681><Order:><Serial:0020733229>
> > GoBack: yes
> > User Type: Home
> > Category: Software (Gateway supplied only)
> > Operating System: Windows Me (Millennium)
> > System Type: Desktop/Tower
> > Software add/remove: Norton System Works, Quicken and Turbo Tax
> > Symptoms first occur: About a month ago when I went to hook up the
> > scanner I purchased with the machine
> > Error Message: error in moving a file - 115
> > Application: Happens with most sotware or hardware I try to add.
> > Reproduce Error: yes
> > Other Info: The meesage comes up as the install process is going on
> and
> > the install aborts.,