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Gee, Thanks HP...Your Support Stinks!
Wednesday, 19 December 2007

Update 3: I am now able to boot using no special commands like noapic with the newest nVidia beta driver (169.07). The driver itself has problems as it keeps me from using the console as it is extremely fuzzy, and moves around too...it also seems to prevent me from being able to properly reboot or shutdown.


Update 2: Many people think I don't have linux running on the laptop...I do, I am just not satisfied, as lapic is not functional, thus I can't save power and have more speed as a result of using High Res Timers...Other than that, it is a great laptop...except for the fact they wanted to charge me $700 to put in a new lcd...I did that myself for $200....see that rant here.

Update 1: Oh...and to HP: I apologize if I came across as trying to defame HP, or trying to imply that the quality is not good. I was more or less going on trying to get a good response from the geek community in order to fix my problem...which hundreds, possibly thousands of other folks have. I love my laptop, I just dislike having to disable apic at boot...I found a fix for the lapic bug, though, which turned out to be the bios, but the fix disables a bios setting that is hidden. So I can use HR timers and dynticks now...I apologize to HP for any misunderstanding. There are employees at HP that care, and I have been in contact with a couple of them..contrary to popular belief, they actually care about getting Linux on the HP lines.

=========================

Well, I am sick of not being able to use High Resolution timers, which my hardware supports on my HP dv9205us laptop, but the BIOS has bugs, and will not allow me to, because it won't boot Linux without the "noapic" in grub's boot parameters. This feature would greatly speed my computer up, and use it's full potential...It is really nice of HP to use the "the customer is always right" mentality, especially when I contacted them and asked nicely if they could fix the bios and re-release it...here's what I got back:


Hello Matt,

Thank you for contacting HP Total Care.
From your message, I understand that you would like to have a fix for BIOS compatible with the Linux Operating System.

I am very sorry to inform you that, HP supports only the preinstalled Operating System. HP is unable to guarantee how Linux Operating system will function on a PC not originally designed and/or tested for this new operating system.

Matt, HP does not recommend installing of Linux Operating System, it could not guarantee a high level of compatibility for all basic hardware and software components of the PCs. PC device drivers (including graphics, BIOS, chipset, etc) for some PC components may simply not be available. I regret for the inconvinence caused. HP does not support Linux on any models of HP Pavilion PCs at this time. Information about Linux can be located at the following Web site:


http://h10018.www1.hp.com/wwsolutions/linux/index.html

HP pre-installed the latest version of the Microsoft Windows operating System (98, Me, XP or Vista) on your Pavilion PC. The Warranty on your Pavilion system does not apply to software not provided by HP and does not apply to defects or errors in hardware resulting from software not provided by HP with that system. Please review your PC documentation to identify the supported operating system.

I once again apologize for any inconvenience that this information has caused you.
If you need further assistance, please reply to this message and we will be happy to assist you further.

Sincerely,
HP Goon


Well...wasn't that nice of them, to basically tell me to screw off in a friendly way?...Anyone good at bios hacking? How about somebody mods this bios for me and fixes it, and perhaps unlocks all of the "hidden" features within while you're at it? You'd have to find a way to test it other than using my computer, but emulators are available... parwok -at- gmail







Comments (29)
RSS comments
11. Written by This e-mail address is being protected from spam bots, you need JavaScript enabled to view it on 19-12-2007 13:58 - Guest
 
 
@Scott: Sure you can do what with you want with it - but don't ask for support for it. If you buy a car, you can change the engine - just don't go back to the manufacturer and ask for them to fix it under warranty. 
 
However, in this case, I do think HP should fix BIOS problems since that is a problem with what they shipped to you. On the other hand if you replaced the engine, and the ignition no longer works - whose fault is that? What if you couldn't fix it or replace it? (as in a 3rd party BIOS) 
 
~Michael http://theplaz.com
 
12. Written by This e-mail address is being protected from spam bots, you need JavaScript enabled to view it on 19-12-2007 14:00 - Guest
 
 
If your problem is with one or more of the APICs on the system, there are a couple places the problems could be, could you elaborate on the issue?  
 
The problem could be in the MP table. If that's the case it may be simple to deal with on either the BIOS or the OS end. If there is missing information, such as entries for the local APICs or IOAPICs, that would be a bit harder to deal with. But IIRC, MS favors ACPI and will not use the MP table unless it has to. 
 
Or the issue could be with the ACPI tables, and there is plenty of info out there concerning the creation of that spec and Linux thanks to the antitrust suit. But I belive most of the issues are know so I would hope you can find some way to deal witht he problem there.
 
13. Written by This e-mail address is being protected from spam bots, you need JavaScript enabled to view it on 19-12-2007 14:14 - Guest
 
 
> It's not a matter of adding support for other operating systems 
 
Yes, it is. There is no such thing as 100% compliant hardware or 100% compliant software. The Pavilion is cheap, and it's cheap particularly because it's designed as a unit, with the OS shipping with the computer. If you don't want to build your own box or buy a box that is advertised as Linux compatible, you're betting that the company will expand their support window for you out of the goodness of their hearts. 
 
You can probably run FreeBSD, or OpenSolaris, or Linux, or whatever on just about anything, but unless you take the time before purchasing to determine if the hardware is going to work 100% with whatever you want to run, that's sort of your problem. I can't run Mandriva 2007 x86_64 on my Sun Ultra 20 and get USB 2.0 support. I can using Solaris or XP 64 bit. 
 
I don't see that HP has a responsibility to fix anything here. You have a reasonable expectation to get quality control for a product that is being used as it's being marketed. You don't have a reasonable expectation to get quality control for a product that's being used in a way the manufacturer explicitly doesn't support. If you hack your iPhone to work with a different network, you can't expect Apple to fix it if you brick it. If you bust open your TiVo and put in a bigger hard drive, you can't expect them to replace it if you screw it up. 
 
I'm all for supporting creative uses for equipment, but once you pass over the "we support this" horizon, you better be prepared for dragon slaying.
 
14. Written by This e-mail address is being protected from spam bots, you need JavaScript enabled to view it on 19-12-2007 14:33 - Guest
 
 
Sorry to hear of all the drama dude. I know that HP is a bitch to deal with. I have Ubuntu installed on my Dell laptop and have been running it since 6.06 when the wireless card wasn't really supported so I know how you must feel in terms of fustration. Unless a major number of people start complaining then HP won't ever do anything about. I would suggest not buying anything from them again and letting them know that.
 
15. Written by bytheway on 19-12-2007 15:09 - Guest
 
 
That seems funny as when my pavilion notebook was having functionality problems (thanks to the bullcrap customer service solutions that only made things worse) I had to send it in (it had XP at the time). When I got it back it came with a non-functional Linux on it and a note saying I had violated the Waranty. They eventually cleared things up and sent me a new computer, but they were the ones that "tried" to install Linux
 
16. Written by Lee on 19-12-2007 15:10 - Guest
 
 
The difference in analogy to other products is that you have people that can repair issues for mechanical problems. Autos for example, If I replace my engine in my car, the dealership may not support it under warrantee now but they are still willing to take my money on an hourly basis to help me fix the ignition. There are many other mechanics outside the dealership to help also. There are also public specifications and spare parts available to work with. And my replacement engine was created by another company offering specifications. And, there is a big difference between taking apart something bolted together and deciphering chip programming.  
If HP was configured to permit another bios to be put in, or provided their bios source code or bios interaction specifications, one could set up a bounty and have someone code a patch for you. This is more like welding your engine together and no owners manual nor repair manuals, then saying "if you changed it, we don't even want to talk to you. We don't have time to figure out what you re-welded into your car even though you are not the only one that has done this before."
 
17. Written by This e-mail address is being protected from spam bots, you need JavaScript enabled to view it on 19-12-2007 15:14 - Guest
 
 
Next time buy a machine with Linux preloaded from one of the many companies that provide this service. HP has always been unfriendly to Linux users (unless you are a giant corporation, in which case they are eager for your business).
 
18. Written by This e-mail address is being protected from spam bots, you need JavaScript enabled to view it on 19-12-2007 15:47 - Guest
 
 
HP has a list of vendor certified Linux-compatible laptops on its web site: 
 
http://h71028.www7.hp.com/enterprise/cache/569891-0-0-0-121.html 
 
Your laptop came bundled with a version of Microsoft Windows that HP is contractually obliged (through OEM agreements) to support. They are not, however, obliged to offer support for any other operating systems. 
 
Since this feature works with Windows, it may not be a problem with the BIOS. You may have a misconfiguration on your Linux system or the drivers are not written to support your specific implementation of that feature. 
 
You failed to specific which distribution of Linux you are using. If it is one of the major vendors, you could try paying them for support. They may coordinate with HP to get a BIOS update or may have a software workaround or patch that will address the issue without negatively impacting performance. 
 
Buying a consumer-grade laptop that is already marked-down enough to the point of HP only making profit off of volume and expecting enterprise-grade support is unreasonable. If you want good support or Linux support or whatever, always get the enterprise-grade product. Just expect to pay what it's actually worth.
 
19. Written by This e-mail address is being protected from spam bots, you need JavaScript enabled to view it on 19-12-2007 16:10 - Guest
 
 
What a shame. I've had nothing but wonderful experience with HP's server support under Linux. If only they'd support consumer hardware as well....
 
20. Written by This e-mail address is being protected from spam bots, you need JavaScript enabled to view it on 19-12-2007 16:23 - Guest
 
 
I make my living supporting HP notebooks and I need to say that there's a reason we don't support Linux on our notebooks NOONE WHO USES IT CALLS US (cruse controll for cool) I personaly use linux, even took an Ubuntu live CD and run it on the exact same model the author is wining about when I'm bored between calls, no problems like he's talking about, then again I'm not actually installing Ubuntu on it for fear of being fired. another point is we don't make the BIOSes for our notebooks, we buy the parts and make the computers just like everyone else. our notebooks =! our server line. And yes BTW I would so much rather work on our server line
 


 

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