Topic Title: The Nerve of Tech support....<FURIOUS AND VENTING>
Topic Summary: The story of "CALL MICROSOFT TO UNINSTALL OUR DRIVERS"
Created On: 12/05/2013 01:57 PM
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 12/05/2013 01:57 PM
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dpevack
Peon

Posts: 6
Joined: 12/05/2013

I'm not a newbie by any means...over a decade in computers.

Never more frustrated with tech support in my life.

Problem: Proper removal and -reinstallation of drivers in Win 8.1 x64 HD5970

All the usual proceedures:

Add remove programs, manual uninstallation of drivers via device mangler

CCleaner

So all this was done.  Still have the following error:

"system thread exception not handled atikmpag.sys"

Still have catalyst control center on right click desktop and it goes nowhere.

Called tech support.  Went over all the above. No Joy.

"Can you escalate me?"

"We have no supervisors here and everyone else is on other calls.

Have you considered reinstalling windows?"

"Where are you located?"

"We are not permitted to tell you that." [They are 2 hrs later than EST]

"Call back tomorrow when we can escalate you" (This was 5pm EST)

The following Day I call again and get escalated.

We run thru a number of things, most of which had been tried before.

I can only use the computer in safe mode.

NOW HERE IS WHERE IT GETS INTERESTING.....

"Can you run be thru registry edits to eliminate the references, so I can start clean?"

"You can search for the file referencing your error in the registry, BUT WE DO NOT SUPPORT REGISTRY EDITING HERE. WIN8.1 REGISTRY IS MORE VOLATILE THAN WIN7. YOU SHOULD CALL MICROSOFT AND HAVE THEM GUIDE YOU THRU REGISTRY EDITING.

Right now I am on my old Nvidia card with current NVidia drivers.

at least everything works.

If I cannot get better help, such as a list of files, locations, and registry edits to manually clean the registry of AMD drivers and files so I can start again, then you can bet my next card will not be AMD

 

 

 12/05/2013 02:53 PM
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black_zion
80 Column Mind

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Joined: 04/17/2008

Proper way to update drivers for AMD: Run the setup.exe file for the new driver package.

-------------------------
ASUS Sabertooth 990FX/Gen3 R2, FX-8350 w/ Corsair H60, 8 GiB G.SKILL RipjawsX DDR3-2133, XFX HD 7970 Ghz, 512GB Vertex 4, 256GB Vector, 240GB Agility 3, Creative X-Fi Titanium w/ Creative Gigaworks S750, SeaSonic X750, HP ZR2440w, Win 7 Ultimate x64
 12/05/2013 03:30 PM
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dpevack
Peon

Posts: 6
Joined: 12/05/2013

Ummm..... Remember the part about not being a Newbie?.....

Of course I tried that:  Result:

"system thread exception not handled atikmpag.sys"

Attempted uninstall using AMD software: √

Attempted uninstall using Add/Remove programs: √

Only could get computer running in safe mode after all this.

Could not install new drivers in safe mode.

 

 

 

 

 

 

 

 

 

 

 12/05/2013 04:22 PM
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WMudrockJr
Overclocker

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Joined: 04/01/2013

You indicated that you are not a newbie, so reading your original post you indicated CCleaner as being done.

If you ran CCleaner on a Win 8/8.1 system, you have hosed it up. You will need to do a Refresh to recover form it. 



-------------------------

AMD A10-5800K, XFX 7850 Ultra OC Edition 975MHz, 16GB RAM, Win 8.1 Pro 64 bit, MSI 7778 motherboard, 500W PSU, HP P7-1235, CCC 13.12 WHQL

 12/05/2013 05:56 PM
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dpevack
Peon

Posts: 6
Joined: 12/05/2013

The use of CCleaner was actually recommended by ATI tech support.

And yes there are a few new problems that showed up after that, so

I guess I have ATI tech support to thank for that too. 

 12/05/2013 06:27 PM
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WMudrockJr
Overclocker

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Well the test that is the issue is to pick something simple to go to you Control Panel/Programs/Programs and Features and try to un-install something. If it doesn't work them your permissions are hosed. 

I have several clients that called other tech supports that recommended using tools like that too. 

I verified it by removing for example Adobe Reader/Flash. If it can't remove it then that is the issue. 

Give it a try and post back. Most other users are Windows 7 users they hate Windows 8/8.1 O/S.



-------------------------

AMD A10-5800K, XFX 7850 Ultra OC Edition 975MHz, 16GB RAM, Win 8.1 Pro 64 bit, MSI 7778 motherboard, 500W PSU, HP P7-1235, CCC 13.12 WHQL

 12/05/2013 06:29 PM
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black_zion
80 Column Mind

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Blame everyone except the person looking back at you in the mirror.

-------------------------
ASUS Sabertooth 990FX/Gen3 R2, FX-8350 w/ Corsair H60, 8 GiB G.SKILL RipjawsX DDR3-2133, XFX HD 7970 Ghz, 512GB Vertex 4, 256GB Vector, 240GB Agility 3, Creative X-Fi Titanium w/ Creative Gigaworks S750, SeaSonic X750, HP ZR2440w, Win 7 Ultimate x64
 12/05/2013 07:40 PM
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dpevack
Peon

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Joined: 12/05/2013

Uninstall is not a problem In fact the only restriction against uninstall was when I was in safe mode. Had to be logged on as admin.

Now that my windows is running fine, but on Nvidia hw/sw, I tried using the uninstall built in to the driver package of the ati.  Said nothing was left to uninstall despite all the references still in the registry and the directory.

black_zion: Are you saying I should blame myself  for following ATI instructions? Sheesh!

At this point I'm thinking of writing down all the ati drivers in that directory and then searching and eliminating the registry entries for them that way.

 

Dan

 12/05/2013 07:58 PM
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stumped
Wizard

Posts: 7250
Joined: 11/13/2009

All you have to do is run this version of Driver Sweeper..3.2.0. Select AMD graphics, analyse (takes a while), and delete all if finds. It is best to run in Safe Mode to be sure no AMD software is running.

http://www.techspot.com/downloads/4266-driver-sweeper.html



-------------------------

Intel I7 960 @ 3.87ghz *Intel DX58SO *HIS HD6970 2gb *Corsair TX650M *2x4gb Corsair XMS3 *WD Black 1TB *Windows 7 Home Premium 64bit ***Asus N71Jq laptop *Intel I7 720QM Processor *Mobility Radeon HD5730 1gb *8gb Ram *Windows 7 64bit ** Toshiba P75-A7200 * Intel I7-4700MQ * Windows 8.1 64bit


 


 * A clear conscience is usually a sign of bad memory *

 12/05/2013 09:29 PM
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dpevack
Peon

Posts: 6
Joined: 12/05/2013

Stumped. 

Thank You Thank You Thank You

Drive Sweeper was exactly what I needed!

I am now AMD-Free.

I put my 5970HD on ebay tonight and got $230 fpr it on "Buy now" immediately.

So now its a question of risking driver problems on a 7970/r280,

Or jump ship to a GTX770.

It will be interesting to see what prices christmas brings to these items.

 

Dan

 12/05/2013 09:36 PM
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Eydee
Ninja Zombie Killer

Posts: 4905
Joined: 12/27/2008

Not being able to flash the f.ing bios after spending a "decade in computers"... Well, you're right, the support personnel wasn't bright either. Don't worry, sell your card, blame amd, blame microsoft, blame everyone except yourself.

 

PS: Look up the word "nerve" in a dictionary. Also what taking time "in computers" means. I hope it wasn't too dark in there and the coolers didn't hit you.



-------------------------

CPU: AMD Phenom II X4 810 @ 3120MHz | RAM: Kingmax 2x2GB DDR2 800 @ 833MHz| MoBo: MSI K9A2 CF v1.0 (BIOS: 1.D)| GPU: Asus HD 6850 1024MB (DirectCu) @ 835/1135MHz | Display: L24FHD | PSU: PC Power & Cooling Silencer 750 Quad | OS: MS Windows 3.11 Pro x64

 12/06/2013 07:50 AM
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dpevack
Peon

Posts: 6
Joined: 12/05/2013

Neither the problem nor the fix had anything to do with flashing a bios,

Which yes, I do know how to do.

I have spent my fair share of time in server rooms with coolers.

No I don't care about back in the day when computers used to fill rooms and work on punch cards.

And none of the people claiming its my fault have backed up their feeble claims by telling me what I did wrong, nor provided any constructive direction of what I should have done differenly, or should do differently in the future.  So despite their seniority in the forum (as determined by posting frequency since I have nothing else to go on), and the presumed depth of knowledge they possess, I cannot take them as anything other than trolls.

Thank you to those that genuinely provided assistance.

 

Dan

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