WEBVTT

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during our first secret shopper mission we challenged each of the pc system

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integrators to solve a simple routine problem a single stick of RAM that had

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come loose during shipping causing well half of the system memory to appear

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this time we are upping the ante loosening every single stick of RAM

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causing the systems to not even turn on

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let's see if our system integrators tech support is up to the challenge

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based on the fact that this video clip we're about to sit through is two hours

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long i'm thinking some of them didn't do too well

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you does do well you when you buy dbrand

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this drop is only going to be live for another 24 hour suckas so if you want

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either the sticker bomb or the Linus face you're going to have to buy it

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right now they're merciless they're going to take it down in 24 hours go

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hurry up you can just get a regular one no these are the only cool ones

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now funny thing we had intended to do the same troubleshooting scenario as

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last time with just one stick of memory out the problem is that some of our

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vendors like dell only put one bloody stick of memory in the system and that

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wouldn't be fair to them versus the ones that did install dual channel memory uh

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when you start the computer or do you actually see the dell logo man i mean

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she did just tell him that the screen doesn't go on so how would she see it i

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do see the duller oh no sarah that's the wrong dell logo

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oh okay that's not oh no

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um sorry i thought you meant the dell monitor on the pc i actually don't see

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the dell monitor the dell logo on the monitor i mean look

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it's his job to help people like yeah yeah

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unplug the power card from the back of the

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computer tower and we're six and a half minutes in we have an unplugged computer

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please press and hold the power button on the

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tower for one minute of time without the power cable i'll let you know when to

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release it she's still holding oh my god she's been

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holding it for two minutes yeah okay here we go close it

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so you can see on this dell it actually uses an led indicator for the BIOS error

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code uh will you please tap the caps lock again on the keyboard and see if

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the caps lock comes on and goes off but i mean he just had her reset it to

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diagnostic mode why didn't he just have her look at the indicator light i don't

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know give me the exact message what it shows

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yeah so she's asking still on the monitor 16 minutes in how are we still on the

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monitor i mean at the uh behind the monitor there'll be two different

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display ports one one is display my god

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i hope it is connected to the dp in we are still on the monitor and he's saying

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there's DisplayPort out there's no display poured out on any

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monitor yeah displayport pass through i can pretty

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much guarantee there is none behind the tower uh at the place where you have

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connected please check if there's any other port any other display board which

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is not a terrible troubleshooting step yes but this computer only has one

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i think this GPU only had one displayport

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no there is will you please connect it look up the order i think he did

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and he's still reading off the screen well he's still trying to tell getting us to do things

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we don't have and asking what her name is not to mention it's dell so he has a

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service tag that should be leading him to the exact model

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usually in case of your voice i mean if the monitor tower has a graphics card

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then it will have an uh different output

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this motherboard doesn't have onboard video ports doesn't have any other

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display ports either there is one displayport output it seems to

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okay so we're 19 minutes in still working on the monitor

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can i just say for a moment that it is filling me with rage to see this error

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code flashing on the front of the tower the entire time we're sitting here it

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starts in the groin and it works its way up to vomit keep

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your groin to yourself what is he even waiting for for so long

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like oh my god

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oh i mean when i check my resources i see

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there are a few more display ports at the back

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so what was that he sat there he sat there for a minute

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trying to find out and there's only one DisplayPort on this computer

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the power cable is at the bottom am i right

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yes and right above it what i see here is

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there is two display ports one HDMI port and again there's a DisplayPort and a

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vga just slap me just slap me can i

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actually just your hair i'll use this she must be dying like she must be just

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thanks ow like what is up with dell and just these

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long pauses you remember that from last time right yeah yeah are any plastic

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keys on the keyboard missing there is not

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there's like like messenger notifications it's almost like he was

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talking to somebody who was like level two support in the background and then

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relaying that information to us okay but just read the

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freaking code is it steadily lit

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yes it is here we go oh he finally got the 25 minutes in

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it looks blue here we go here we go here we go

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here we go she's looking at the wrong led though she's not wrong it is blue it

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is there's a blue led i mean if you have a chassis and there's a big led and then

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just a little one yep and you're asking about the little one you should probably clarify

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yeah that's not unfair his picture of this system

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in his documentation though probably isn't lit up yeah

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that's a tough one on the power button

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it keeps blinking or if it blinks in a pattern

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there we go blinking off here we go here we go

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it is blinking white and then it just stopped blinking away and now it's

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blinking orange crazily 25 minutes of

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that almost was after he had us go through the step

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to turn on the diagnostic led

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uh will you please let me know the count ma'am how many

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times orange and how many times it blinks white okay it looks like it just

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like five times white five times white and two times orange

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else no oh sarah

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actually tried four four blinks white and

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two blinks orange we can't blame dell for that you know if

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she can't count like

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what yikes

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will you please connect the monitor and the keyboard ma'am yes

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why are we connecting a monitor in a keyboard when you have a post code you

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have a diagnostic postcard i'm looking it up right now i bet i can look this up

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before he does here we go here we go

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now uh the procedure is as soon as you turn on the computer uh press and hold

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the um control and escape keys man

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control and escape keys we already confirmed the keyboard memory slash RAM

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failure there i'm done right there dell chris m community

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manager has got me covered it's like poor sarah is like okay i got my power

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button here i got my keyboard shortcuts there i got

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the monitor works

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i mean i someone called me up and was like yeah

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my monitor works but i can't count to four

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it's okay sir i see the problem is with the

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motherboard maybe the problems of motherboard no i don't

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even want to hear it okay go ahead

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according to him that error code is a motherboard error code

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here we go uh some xps RAM

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something else RAM imagine this

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you are a dell engineer you worked hard

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to make this system output error codes that are meaningful and

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helpful and make this guy's life easier

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and he refuses to use it it might be an internal policy if it's a RAM error

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they're like they just default uh we don't want to explain to them as memory

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do you think that there's something disconnected maybe inside that i would

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just be able to to fix now she's got this horse okay she's got

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the water right there she's like come on horse

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we're getting down there drink

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it's the system board itself ma'am so the connection on the boat is the fault

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has gone wrong so it has to be sent to the department

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bottom line dell took 35 minutes to not

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fix the problem waste our time not having our system for a week two weeks

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we don't know to return it to a depot and this was all something that a level

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one tech support person should have been able to walk us through like you already

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verified right off the bat that this is a system issue if it's not posting it's

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not going to do caps lock it's not going to do an unlock i do wonder if alienware

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support would have done a better job but then maybe they should have sold us an

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alienware yeah so

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thank you for calling hp premium support

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my name is how can i help you this

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system with one memory popped out it didn't just not turn on or didn't turn

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on and like not do anything it was like power cycling that can happen yeah you

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never know yep so it was very apparent to her like this is a problem like

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there's something wrong with the computer it's not just like a monitor

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well it should have been very apparent to dell 2 because they have a blinking light on the front that tells them what

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the problem is just hold the power button for about 20 seconds

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so she's booted into diagnostic mode now it is making a beeping noise

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i don't know if you can hear that okay so she the chick on the phone is

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listening for the beeps she's not even taking it from her she's got this i

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believe in her i'm rooting for her

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okay it sounds like there was three long beeps and then two short beeps

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okay all right mom so that is that does

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usually indicate that there is a hardware issue

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most likely it is the memory module

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good job this trick is awesome give her a raise you won't but do it

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we might have to uh send the computer for repair uh but

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before that you can try uh you know reseating the RAM chip so if

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that's something you can do you can try doing that

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she's so good she just like nails it whatever and how nice she's about it

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she's like we i think we should send it back but if you if you if you think you

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can do it she's not putting any pressure yeah so

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that is the access panel so you will have to remove that okay

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how do i go about doing that

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right so try uh lifting it a little bit

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so i think it's better if we can just send it in for repairs

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she's trying to default to the repair because she can't get the battle open

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which is kind of fair that's yeah i would probably do the same thing if

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someone can't open a side panel i'd be like this one's a little weird though

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you have to like push a button i know i do remember that

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but i think she she's looking come on sarah oh wait there is a button on the

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side i just pressed it yeah there you go

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okay but the computer's still on and plugged in

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should i turn the computer off and

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uh yes uh you can turn it off uh i will

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be able to locate the memory uh checks

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for you i have i will be able to locate the memory so i

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have the access panel um away from the computer now and i can see

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the internal stuff

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if i was tech support right now i'd be pretty uncomfortable instructing this

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person to like take out and put back in memory

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but hey if the customer wants to do it so you can remove it completely reinsert

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that one and then we'll try powering on the computer all right sounds good it's

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too bad nobody instructed sarah to take the whole panel off the thing

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made a snapping noise does that mean it's clipped okay

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okay this computer's been plugged in the whole time she told us to power it off after we

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asked her but didn't say to unplug it that's pretty important it's pretty

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important especially on like older systems

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it is still making beeping noises um

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i'll turn it off again and try one more time maybe she didn't install the RAM

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stick properly and it's still beeping because she only did one side yeah

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um okay so we'll try one more time but uh yeah so if it doesn't work i will be

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able to set up the that guy repair hey look at this guy all right i can't

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stand that guy did she just drop the memory yeah

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must have been my influence my aura is that the one you threw

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that RAM stick's been through a lot now she should have told her make sure you

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snapped both sides oh she took the side panel off hey there we go there you go she got it

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there it is all right that was a crunchy RAM snap but i'm okay

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with it not sound good um i'm gonna try turning it on again

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okay so you can turn it on without the panel on oh boy there we go guys you gotta

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remember sarah is not only trying to do something

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that she's not that comfortable or familiar with she's trying to appear on

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screen yeah and have a phone call while also bamboozling the person on the phone

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this is harder than it looks yeah okay it looks like it's turning on

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it says it's preparing automatic repair all right so that took

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14 minutes 14 50 minutes totally acceptable and way better than sending

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it back to the depot hp really came through here

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meaningful troubleshooting steps reasonable hold times

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good responsive interaction with the agent

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using their text like their built-in BIOS functionality i'm giving this an a

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yeah that's very good you know what a minus because she should have provided

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more clarity on how to plug the memory stick in and you're right she should

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have had her pull the power plug i think a b plus fine b plus fine a minus

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i'm going a minus all right fine i liked your attitude

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turns out this computer didn't actually boot we wanted to make sure that they

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were actually working before we called tech support and sure enough it didn't

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post so i received the RAM and then it was fine that shows you how common it is

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legitimately an issue so first of all uh what port

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are you plugging in like uh HDMI displayport

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okay good starting step solid that's an a

00:15:33.360 --> 00:15:40.399
response in this case you either have a dead GPU or the GPU is

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uh an fully seated in the slot all the way

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let's hope it's the ladder that's a lot of confidence that is that

00:15:47.279 --> 00:15:54.000
is a big that's a big assumption there sir they're not using like a metal

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bracket to keep the GPU in place like the tier 1.

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they do but they can still come loose that foam is not going to guarantee it

00:15:59.360 --> 00:16:05.279
doesn't come out at all that foam is to make sure that if it comes out it

00:16:03.120 --> 00:16:09.440
doesn't go flying around in the case so he's

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not right but i can understand why he

00:16:09.440 --> 00:16:15.360
did that it may be the motherboard it could be the RAM as well you can try and

00:16:13.040 --> 00:16:19.839
see if you reseat the RAM we're only six minutes in and he's

00:16:16.959 --> 00:16:24.079
telling us to reseat the RAM but he's already 24 minutes behind the eight

00:16:22.079 --> 00:16:27.839
ball because we're on hold for so long same with all the other internal

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connections like the 24 pin power what does that mean i don't know anything

00:16:29.279 --> 00:16:34.320
about computers check make sure my connection your

00:16:32.720 --> 00:16:39.120
internal connection check my check my connections here what should be the first thing what a

00:16:37.360 --> 00:16:45.040
great question sarah um i would check the power connections

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okay and those are the bigger cables

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like the 24 pin is the biggest cable you see right there

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okay that's a pretty big looking cable

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yeah it looks like those are improperly which is good yep um what's up and then

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the GPU as well he just doesn't really seem like he wants to be on the phone

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with me it could be this could be that what about the uh slot on the GPU is it

00:17:05.360 --> 00:17:10.400
fully seated in there okay that's a good question

00:17:08.559 --> 00:17:15.439
yep it looks good it feels tight

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i mean you can also check the cable too if you have a different standard if you

00:17:16.799 --> 00:17:23.679
have like HDMI it could be the ports dead on the on whatever DisplayPort you should have

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multiple display ports as well that is a good troubleshooting step displayport

00:17:25.600 --> 00:17:32.400
can be really yeah um anything else on the inside that i

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should try sarah's helping him out a lot here as long as the board and GPU and

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everything's getting power should give you some sort of visual on the screen

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yeah no there's no visual um i haven't tried the RAM yet sarah

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you're helping him too much so you need to hit the little clip pull

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it out and then align the notch again

00:17:52.960 --> 00:17:58.000
and click it back in because they don't make

00:17:56.000 --> 00:18:01.039
like a click when you put it back in okay okay

00:17:59.520 --> 00:18:03.840
good instructions the second one

00:18:09.840 --> 00:18:13.840
that was crusty that one also made a

00:18:13.120 --> 00:18:21.039
is there click else i should do um as far as the GPU receipt that would

00:18:18.320 --> 00:18:25.440
be the last part go one step at a time did your RAM turn it on let's figure out

00:18:23.360 --> 00:18:28.720
what the variable was the problem unless you're in like an all fired hurried yeah

00:18:27.120 --> 00:18:33.520
let's figure out what variable was the problem like it's kind of important

00:18:31.840 --> 00:18:37.440
should i just try turning it on and see if yeah yeah

00:18:35.039 --> 00:18:41.679
see if you did the RAM and maybe that sarah you're helping him too much too

00:18:40.480 --> 00:18:46.720
much in the end this could be an issue with your board and not your GPU maybe your

00:18:44.799 --> 00:18:51.120
GPU is fine well rather than go through these steps multiple times why don't we

00:18:48.320 --> 00:18:56.640
just like check everything yeah and turn it on once that's not how i would do it

00:18:53.600 --> 00:18:58.480
but he's not necessarily wrong either

00:18:56.640 --> 00:19:02.160
i'm docking a full letter grade for how much sarah helped him here though yeah

00:19:00.320 --> 00:19:06.080
be careful not to pull too soon or it might like latch itself

00:19:04.559 --> 00:19:10.080
well that's a good tip though don't pull it before you push it but yeah he didn't

00:19:07.679 --> 00:19:15.200
really explain that that well yeah it's the largest selection

00:19:11.919 --> 00:19:17.120
is still in the lock is still in place

00:19:15.200 --> 00:19:21.919
she did not follow instructions here but he should have known to give better

00:19:18.720 --> 00:19:24.480
instructions so like oh my goodness

00:19:21.919 --> 00:19:27.440
do a video call like what that would be so much easier i think we even made that

00:19:26.080 --> 00:19:30.880
suggestion last time who would have thought computers could be so

00:19:29.120 --> 00:19:35.679
freaking difficult oh yeah you have no idea

00:19:33.440 --> 00:19:38.880
he's studying inside Linus media group headquarters yeah computers are really

00:19:37.520 --> 00:19:44.480
difficult mangling a graphics card i have to watch

00:19:40.960 --> 00:19:44.480
it i really don't want to break it

00:19:46.320 --> 00:19:50.679
all in all it could be broken already

00:19:52.400 --> 00:19:58.640
oh no god what kind of a thing to say of

00:19:55.679 --> 00:20:03.360
that i'm gonna try one more time and then i

00:20:00.720 --> 00:20:08.559
guess we'll turn it on and see if it made a difference to be fair one

00:20:06.559 --> 00:20:11.679
more time you haven't even taken it out yet

00:20:09.600 --> 00:20:15.760
otherwise i'll make you an rma and then you can have the system sent back to us

00:20:13.120 --> 00:20:15.760
i know it does

00:20:16.480 --> 00:20:20.919
i managed to pull it out all the way

00:20:27.280 --> 00:20:34.679
i'm sorry sarah that was right it kind of made a click

00:20:31.679 --> 00:20:34.679
okay

00:20:39.840 --> 00:20:45.600
this has been an emotional roller coaster jeez

00:20:43.760 --> 00:20:49.200
so we're at 25 minutes on the phone and 25 minutes on hold we're getting

00:20:47.120 --> 00:20:53.600
dangerously close to the one hour mark doesn't sound good so far

00:20:51.760 --> 00:20:58.080
so i'm like what the heck and i go reseat the RAM again and then it works i

00:20:55.919 --> 00:21:02.799
wouldn't call it a fail no it's i'd call it more like a pass asterix is this

00:21:00.480 --> 00:21:05.520
better or worse than dell better you think it's better definitely

00:21:04.400 --> 00:21:10.960
better they at least diagnose the problem but we could have messed it up more in summary between 25 minutes on

00:21:09.360 --> 00:21:15.679
hold and almost half an hour on the phone that is dangerously close to the

00:21:12.880 --> 00:21:18.400
one hour mark that took too long and they didn't ultimately solve our problem

00:21:17.520 --> 00:21:22.799
now sarah shares some of the blame for not

00:21:20.799 --> 00:21:26.159
like looking at that there's like i don't think so that's him to do that

00:21:24.720 --> 00:21:31.520
properly he should have walked us through properly that's true but he did

00:21:28.799 --> 00:21:35.760
at least get the diagnosis one of his guesses was sort of right it

00:21:33.600 --> 00:21:39.520
was better than dell yeah he just like shotgun approached it which i don't

00:21:37.919 --> 00:21:44.799
think is the way you should go dell was like sniper rifle

00:21:41.919 --> 00:21:48.159
right on the keyboard and the monitor and then we're like ah we can't we can't

00:21:46.480 --> 00:21:53.280
pull the trigger you know what we haven't mentioned in a while

00:21:50.159 --> 00:21:57.000
be brand skins you only got 24 hours go

00:21:53.280 --> 00:21:57.000
what are you waiting for

00:21:59.360 --> 00:22:03.240
thank you for calling cyberpowerpcs

00:22:03.600 --> 00:22:09.440
that is the most bored sounding dude so far

00:22:07.120 --> 00:22:13.360
how can i help you okay is it at the top or surrounded by usbs or under the audio

00:22:11.360 --> 00:22:16.720
board oh what a great description nice okay i like this guy after all you're

00:22:15.280 --> 00:22:21.600
going to plug into the motherboard essentially and if you do get display

00:22:19.679 --> 00:22:25.600
because this has integrated graphics you can use this to make sure the GPU is the

00:22:24.000 --> 00:22:31.600
problem and if it's not then we can move on to something else and now that we've seen both ivy power and cyber power who

00:22:29.600 --> 00:22:36.320
packed their systems very similarly identify a GPU being slightly loose as a

00:22:34.159 --> 00:22:39.600
normal issue it makes sense that they are both going through well and what

00:22:37.520 --> 00:22:43.200
this also tells us is if the GPU comes out and it's still not booting that it's

00:22:41.120 --> 00:22:48.240
something else not the GPU give you this uh instructions uh to you

00:22:46.080 --> 00:22:50.480
know just also look at the cover okay so he's sending us instructions and then

00:22:49.520 --> 00:22:56.400
he's gonna talk us through it on the phone okay well

00:22:52.880 --> 00:22:58.559
that's awesome refresh the page

00:22:56.400 --> 00:23:02.799
so sarah bunged up and refreshed the page that google voice was on and she

00:23:00.799 --> 00:23:06.480
ended the call so now we're talking to a different dude unfortunately regardless

00:23:04.960 --> 00:23:09.600
of what the next guy is if he's not as good it doesn't matter it's still a

00:23:08.080 --> 00:23:13.600
problem every single one of their tech support should be at the same standard

00:23:11.120 --> 00:23:18.240
the previous guy that i talked to mentioned that it could be

00:23:15.600 --> 00:23:22.240
the graphics card yeah he's on the right track there

00:23:19.600 --> 00:23:26.640
so i'm just going to continue with that well based on their troubleshooting

00:23:24.640 --> 00:23:33.679
hierarchy or whatever tree that they have would it be possible for you to stay on

00:23:29.440 --> 00:23:34.960
the phone with me while i do this or

00:23:33.679 --> 00:23:38.960
i wouldn't be able to stay on for that long but as far as removing the video card

00:23:37.760 --> 00:23:43.200
there isn't very much that can be done over the phone yeah but i'm an

00:23:41.120 --> 00:23:46.159
inexperienced customer i want you to help me through it even though you sent

00:23:44.480 --> 00:23:53.039
me instructions like instructions are an aid not like

00:23:50.720 --> 00:23:56.480
uh okay see you later i guess this is how they answer the

00:23:54.400 --> 00:23:58.960
phone in 26 seconds yeah they just like get rid of we'll stay on the phone with

00:23:58.080 --> 00:24:04.240
you the previous guy did but he didn't seem very like into it

00:24:02.480 --> 00:24:08.480
but he was willing to do it yeah i'm fine with it as long as they're willing

00:24:05.760 --> 00:24:11.840
to do it this must be one of those like you're rewarded by how many calls you

00:24:10.559 --> 00:24:16.159
get per day that's ah that's unfortunate you might

00:24:14.559 --> 00:24:20.799
even have just saved time by just helping us on the phone yeah why are

00:24:18.240 --> 00:24:24.240
they so fixated on just the graphics card though

00:24:21.919 --> 00:24:28.640
so we called him back like we did the graphics card

00:24:26.640 --> 00:24:33.120
because that's not the problem on hold for eight minutes this time okay

00:24:30.960 --> 00:24:37.120
that's still collectively left well clearly he must have talked somebody

00:24:34.960 --> 00:24:40.880
through taking the GPU out on the phone the back of the computer there's a power

00:24:38.640 --> 00:24:45.120
supply switch typically just put it in zero position oh nice i think this is

00:24:43.520 --> 00:24:50.960
the first one that's told us to turn the power supply switch off do you know what

00:24:47.440 --> 00:24:53.120
part your RAM sticks are hey yeah oh hey

00:24:50.960 --> 00:24:58.640
oh what do we what's going on here seems like cyberpower hierarchy GPU if there's

00:24:55.679 --> 00:25:03.039
no display then RAM both of the um RAM sticks there's a locking tab on top

00:25:00.640 --> 00:25:06.400
sometimes on bottom as well so i guess all we needed from cyberpower

00:25:04.799 --> 00:25:11.120
was to actually get a computer from them and then we can see the good tech support yeah

00:25:09.440 --> 00:25:15.279
so then you're going to want to grab one stick just one you're going to put it

00:25:12.799 --> 00:25:18.720
back into the second slot going left to right

00:25:16.799 --> 00:25:22.799
are you listening to these instructions yeah dang

00:25:20.720 --> 00:25:27.360
he even told us what slot to put it in oh it looks like it's working now

00:25:25.679 --> 00:25:31.200
ready we're going to just grab the one that's out we're gonna pop it into the

00:25:30.000 --> 00:25:35.200
the uh the far right spot so the fourth one

00:25:33.360 --> 00:25:40.080
going left to right even he didn't mention make sure you get two distinct

00:25:37.120 --> 00:25:44.400
clicks on the RAM though nobody alright it looks like everything is

00:25:41.440 --> 00:25:46.880
booted up uh normally now that's good

00:25:45.919 --> 00:25:51.760
um i do have one question though

00:25:49.039 --> 00:25:55.840
uh it looks like one fan here the one at the bottom

00:25:52.880 --> 00:25:59.600
um is supposed to be an RGB fan but there's no color

00:25:57.840 --> 00:26:03.840
now that we have the computer fixed there was a couple other complications

00:26:01.200 --> 00:26:08.640
with this one a one of the fans was not lighting up RGB wise and b the damage we

00:26:06.880 --> 00:26:12.000
saw in the unboxing video so we're now asking them about that to see how they

00:26:10.000 --> 00:26:15.520
handled it uh yeah you want to open up that middle site and then send me a

00:26:13.600 --> 00:26:19.360
photo of what's behind this is a good idea having us send a picture this is

00:26:17.200 --> 00:26:23.360
the closest we've gotten to a zoom call yeah you'll see a set of three pins

00:26:21.440 --> 00:26:28.400
there and then this cable just plugs into those three teams great it looks

00:26:25.279 --> 00:26:28.400
like both fans are running now

00:26:30.320 --> 00:26:36.480
all the RGB nice i'm just looking at the photos right now

00:26:34.559 --> 00:26:40.480
so you can see all the little dents if i was him i'd probably be like that one

00:26:38.720 --> 00:26:43.919
can you live with this okay that one's the front one i i don't care about the

00:26:42.400 --> 00:26:48.000
side panel ones but the front panel being dented and kind of so for this one

00:26:45.679 --> 00:26:51.760
i can i can make more questions you know what we're gonna offer with it

00:26:49.840 --> 00:26:55.840
so level one tech support can't really make a call about like sending a hundred

00:26:54.159 --> 00:26:59.840
dollars worth of side panels they got back to us in like two days of the uh i

00:26:57.919 --> 00:27:02.559
think it was about a day later and said we can send you some new side panels

00:27:01.279 --> 00:27:07.760
does that work for you what's the address can you confirm um and they're

00:27:05.039 --> 00:27:12.799
in the mail right now cyberpower gets a b-plus from me b-plus b-plus are you

00:27:10.080 --> 00:27:16.159
kidding me yeah really yeah he was so knowledgeable he was more knowledgeable

00:27:13.919 --> 00:27:19.679
than the hp yeah but the problem is that they wouldn't stay on the phone with us

00:27:17.679 --> 00:27:23.679
yeah the first guy would but i think he was going out on a limb like he had answered

00:27:22.159 --> 00:27:27.120
enough phone calls that day that he was doing okay it's clearly not their policy

00:27:25.919 --> 00:27:31.679
to stay on the phone and walk you through it yeah um the instructions were

00:27:29.360 --> 00:27:36.159
generic not specific overall though in terms of the training of the reps you

00:27:33.760 --> 00:27:40.240
could tell there was consistency there and you could tell that not just that

00:27:37.760 --> 00:27:44.559
but they were they actually like do this stuff yeah you know like oh yeah this

00:27:43.039 --> 00:27:48.960
little detail make sure you don't miss it yeah there's two notches there might be one on the bottom might not they

00:27:47.200 --> 00:27:53.279
probably should be pulling up the specific system i really think that

00:27:50.720 --> 00:27:56.580
could help but otherwise we're all pretty darn good just stay on the phone

00:27:54.799 --> 00:28:00.159
for a few minutes dude yep

00:28:00.159 --> 00:28:06.720
54 seconds that's that's awesome anything under like three to

00:28:04.960 --> 00:28:11.120
five minutes i'm pretty happy yeah thank you for going origin pc my name is i'm

00:28:08.720 --> 00:28:16.559
gonna help you hi there i recently purchased a pc from you guys and i have

00:28:14.240 --> 00:28:18.960
it all set up at my desk all right yeah just want to make sure you're yeah

00:28:17.600 --> 00:28:22.240
you're plugged into the graphics card which should be below the

00:28:20.640 --> 00:28:26.159
speaker porch the graphics card should have about three or four connections yep

00:28:23.919 --> 00:28:31.120
that's correct easiest thing you could try

00:28:27.679 --> 00:28:33.440
would be to remove the RAM and try just

00:28:31.120 --> 00:28:37.600
plugging in one stick into the second slot going left to right there should be

00:28:35.279 --> 00:28:42.080
four of them whoa did he just go straight for the RAM one stick

00:28:40.240 --> 00:28:45.760
now this computer is nowhere near the specs of the other one but well they're

00:28:44.000 --> 00:28:50.320
going to have their own challenges yeah yeah just tech support weren't one of

00:28:47.600 --> 00:28:56.399
them that's what you're paying the 500 premium for did you count that gift card

00:28:53.520 --> 00:29:00.799
okay did you factor that in no i do so just make sure when you're doing that uh

00:28:58.720 --> 00:29:05.120
that it's facing the same direction that uh it was facing before because it can

00:29:02.559 --> 00:29:08.720
only go in one way and when you're doing it you want to try and simultaneously

00:29:06.960 --> 00:29:12.960
get the top and bottom of the stick to click as you're pushing

00:29:14.159 --> 00:29:21.279
you get like the top end first and then the bottom is probably not going to seat

00:29:18.080 --> 00:29:22.720
properly oh wow wow what great

00:29:21.279 --> 00:29:28.399
instructions i couldn't have said it better myself yeah you only would if we

00:29:24.799 --> 00:29:28.399
scripted you to say it like that hey

00:29:28.880 --> 00:29:34.480
all right it made a click it looks like it's in place and it feels like it's in

00:29:33.360 --> 00:29:38.640
place um all right go ahead and power it on

00:29:36.480 --> 00:29:43.200
and see what happens oh it looks like it's working

00:29:41.360 --> 00:29:47.840
all right so could be just the RAM needed to reseat

00:29:45.120 --> 00:29:51.840
that does happen um but yeah you want to go ahead and shut it down normally

00:29:49.600 --> 00:29:55.840
through Windows unplug the power and then put the other stick in the slot

00:29:54.640 --> 00:30:00.799
all the way to that's not through Windows and let's see if it uh has a

00:29:58.159 --> 00:30:00.799
problem or not

00:30:02.559 --> 00:30:07.520
ruthless

00:30:07.520 --> 00:30:12.480
oh my god i have bacon scented face masks

00:30:10.720 --> 00:30:16.880
oh my god i'm getting one of those that's amazing yeah oh my gosh

00:30:17.840 --> 00:30:22.960
i like this little bit of personality is he just like

00:30:20.960 --> 00:30:28.880
on his like email getting like a shipping notification tag me in facebook

00:30:26.159 --> 00:30:33.760
apparently it's from hormel foods okay giving away bacon scented masks that is

00:30:31.679 --> 00:30:39.520
insane that's amazing this guy's on face he's on facebook

00:30:36.880 --> 00:30:43.200
he still showed everyone else what's up though yeah yeah yeah so i don't even i

00:30:42.000 --> 00:30:47.840
don't even care also it looks like my pc is up and

00:30:45.200 --> 00:30:51.039
running perfectly fine now so all right great good um

00:30:49.520 --> 00:30:55.600
you put in the other the other chip the other stick yeah making sure we put the RAM back in that's good you don't want

00:30:54.240 --> 00:30:59.120
to leave us with just what is that hand holding thank you so much for your help

00:30:57.600 --> 00:31:03.120
and also thank you for telling me that bacon face masks are our thing because i

00:31:01.440 --> 00:31:10.559
need that in my life origin pc what can i say wow a plus

00:31:07.200 --> 00:31:14.159
under 10 minutes and bacon face mask 24

00:31:10.559 --> 00:31:16.000
7 8 plus around the clock yeah we should

00:31:14.159 --> 00:31:19.220
try calling them at 2 a.m and just see yeah see what the quality of the texture

00:31:17.520 --> 00:31:23.120
is i'm not coming to work

00:31:23.120 --> 00:31:27.520
eight minutes eight minutes that's not terrible what's it

00:31:26.159 --> 00:31:31.679
fantastic yeah a little bit extended it's a b

00:31:29.520 --> 00:31:35.840
minus i have the order number off fan by any chance yes thank you check that out

00:31:33.600 --> 00:31:39.360
remember figure out what pc it is are you aware if you're plugging into

00:31:37.760 --> 00:31:44.480
the video card or the motherboard he's probing he would have given us more guidance are you savvy are you not

00:31:42.480 --> 00:31:48.640
that's a fair question and he wasn't rude about it no all right um have you

00:31:46.720 --> 00:31:52.799
tried unplugging a keyboard just to see if it you know if it happens to power on

00:31:50.480 --> 00:31:57.200
with like uh just the monitor plugged in and the power cord okay broken keyboard

00:31:55.279 --> 00:32:00.480
yep totally a thing if they are defective or faulty they can cause

00:31:58.880 --> 00:32:04.720
issues with the system explaining the rationale behind what we're doing always

00:32:02.640 --> 00:32:11.200
appreciate that on this motherboard it has something called an easy debug led

00:32:08.399 --> 00:32:16.320
he's looking at the specific model and there's two of the lights lit up the

00:32:14.000 --> 00:32:21.679
first one and the second one um from the top um so we can check the RAM

00:32:19.200 --> 00:32:26.640
um oh check the RAM the GPU is a little more complicated to

00:32:23.919 --> 00:32:30.159
check okay it seems like he still thinks it's GPU but he's like oh you can just

00:32:28.640 --> 00:32:34.240
check the RAM because it's easier which that is a valid approach totally totally

00:32:32.640 --> 00:32:38.080
valid uh would you feel comfortable working inside of the system what a

00:32:36.000 --> 00:32:42.880
great way to ask that are you comfortable are you comfortable

00:32:41.039 --> 00:32:47.200
okay so what we're going to do is we're going to shut it down

00:32:44.559 --> 00:32:51.039
remove the power cord from the computer and then lastly

00:32:49.200 --> 00:32:55.440
hold down the power button for about 10 seconds to drain the residual power from

00:32:53.679 --> 00:32:58.880
the system didn't hear that from anyone else that's a little overkill but it's

00:32:57.120 --> 00:33:02.799
also a bit of an outdated step for the most part yeah

00:33:00.320 --> 00:33:08.480
so the memory would be on the right side of the CPU the CPU is more in the center

00:33:05.919 --> 00:33:12.559
of the computer that's where the cooler is connected you'll see like the fan

00:33:10.080 --> 00:33:16.399
cooler um that would be sitting on top of the CPU they got four RAM sticks and

00:33:14.480 --> 00:33:19.919
i popped them all out quickly look at the video card

00:33:18.240 --> 00:33:23.440
connection to make sure uh you know

00:33:21.360 --> 00:33:26.399
potentially not something that's loose nice he's just checking the easy things

00:33:25.200 --> 00:33:31.679
this is just yes and this call is taking longer but

00:33:29.120 --> 00:33:35.919
he's just being more verbose and i have no problem with that i feel very taken

00:33:34.080 --> 00:33:39.200
care of right now this motherboard in particular there's only one

00:33:38.159 --> 00:33:44.240
latch that that loosens on the slot nice he checked

00:33:42.559 --> 00:33:48.880
that this one only has latches on the top wow you can pull it back using like

00:33:46.960 --> 00:33:53.200
two fingers you can pull the latch away from the memory stick wow he is so

00:33:51.919 --> 00:33:57.200
thorough wow he's just making sure everything is

00:33:55.919 --> 00:34:02.640
good the whole way i've left the second one in the socket

00:34:00.559 --> 00:34:05.519
okay sounds good so let's go ahead and plug it into power again and then we're

00:34:04.240 --> 00:34:10.320
going to try and boot it up to see if that makes any difference

00:34:08.000 --> 00:34:14.159
she went on her own and pushed the RAM stick did she yeah

00:34:14.639 --> 00:34:20.159
to be fair it's very possible that it wouldn't have been that stick and it's

00:34:18.000 --> 00:34:24.639
very unlikely that all four of them would have popped out that is like a

00:34:22.560 --> 00:34:27.839
one and a half million this is like the difference between like an extra minute

00:34:26.560 --> 00:34:33.599
on the call where he's like okay that one's not working let's try reseeding it with a different one or put a different

00:34:30.800 --> 00:34:38.320
stick in that slot it says devices changed CPU or memory or cmos have been

00:34:36.639 --> 00:34:41.679
cleared it sounds like it's booting up now before it sounds like you weren't

00:34:39.760 --> 00:34:46.960
getting any image from the computer at all so it most likely was related to a memory

00:34:44.480 --> 00:34:50.399
stick being loose or it could be a bad memory stick but it's more likely that

00:34:49.040 --> 00:34:55.440
one of the sticks were loose what we're going to do is we're going to shut it down again

00:34:52.639 --> 00:34:58.160
and remove the power cord as well power cord yes

00:34:56.560 --> 00:35:02.960
make sure you got to clarify that every time you do you do i forget

00:35:00.839 --> 00:35:06.320
sometimes i have definitely forgotten there's a

00:35:04.240 --> 00:35:10.240
notch on the motherboard socket and then a notch on the memory stick itself

00:35:08.800 --> 00:35:14.480
oh she's like double checking because she messed up one of them remember yeah

00:35:12.560 --> 00:35:18.000
and those two notches the one that's on the motherboard swat and the one that's

00:35:16.079 --> 00:35:21.119
on the memory stick they most they must match a line with each other when you're

00:35:19.760 --> 00:35:24.560
in poland it's like the first person that's like really talked her through a

00:35:22.880 --> 00:35:28.720
memory slot that's just such an important part

00:35:26.320 --> 00:35:33.520
and so easy to not mess up so once you have the uh yeah the direction down uh

00:35:31.599 --> 00:35:38.240
when you install it you just align it with the socket i would recommend

00:35:36.000 --> 00:35:40.880
um like laying the computer down for beginners that's

00:35:41.839 --> 00:35:47.599
one step higher from what i even would have thought to say yeah lay the

00:35:46.240 --> 00:35:52.079
computer down it's easier then you don't have to brace it you can use two hands

00:35:50.240 --> 00:35:56.079
you can push down on the bottom portion and then push down on the top portion

00:35:53.839 --> 00:36:00.240
and you sh you may hear a click you don't always have to hear a click but

00:35:58.000 --> 00:36:04.320
you'll notice that the top latch it like bends itself forward

00:36:02.320 --> 00:36:08.000
oh man this guy like likes his job this guy

00:36:06.240 --> 00:36:12.560
should just make tech tips videos man yeah we should hire this dude got

00:36:10.160 --> 00:36:15.839
everything sorted out yeah you can go ahead and try turning it on but before

00:36:14.640 --> 00:36:22.079
you do i would just double check everything make sure everything looks fully connected i'm gonna go over them

00:36:19.680 --> 00:36:26.640
one more time as well like you know so if i power did this the computer

00:36:24.560 --> 00:36:31.359
probably would have turned on just push them in a little bit more just make sure

00:36:28.880 --> 00:36:35.119
it costs you five seconds now and instead of ten minutes later

00:36:33.119 --> 00:36:38.640
if it turns on again i think it might

00:36:36.640 --> 00:36:43.680
really i think with how deluxe those instructions were if she messed this up

00:36:40.880 --> 00:36:43.680
it's on sale

00:36:44.560 --> 00:36:50.160
all right i'm getting the same um thing as

00:36:48.320 --> 00:36:55.680
before when we had the single RAM stick in it just says devices changed CPU or

00:36:52.560 --> 00:36:57.599
memory or cmos have been cleared and

00:36:55.680 --> 00:37:00.000
then please enter setup to configure your system

00:36:58.800 --> 00:37:04.880
um so so yeah we can press the key to enter

00:37:02.640 --> 00:37:07.200
setup and then once you're in setup so you can go ahead and connect the

00:37:06.160 --> 00:37:10.839
keyboard no way he even walks her through the box

00:37:09.520 --> 00:37:16.720
he helps her reconfigure her bio settings sweet

00:37:14.000 --> 00:37:20.240
everything is working perfectly fine now sounds good so once you're in the BIOS

00:37:18.960 --> 00:37:24.400
like when you press enter setup you could just press the escape key and then it moves straight into the Windows after

00:37:23.200 --> 00:37:28.880
that look she said it's done but he's still

00:37:26.320 --> 00:37:32.320
giving her instructions slow clap

00:37:30.119 --> 00:37:36.160
unbelievable that's polite applause here

00:37:34.640 --> 00:37:40.000
this is better instructions than you and me would give i mean we would both be

00:37:37.760 --> 00:37:45.280
like you should just know this like main gear there's just no other grade

00:37:42.240 --> 00:37:48.240
they got our first ever a plus plus a

00:37:45.280 --> 00:37:52.960
two pluses editor's choice two plus editors choice wow now we just have to

00:37:50.880 --> 00:37:57.599
see if they hold up when it comes to performance so don't miss part four

00:37:55.839 --> 00:38:02.400
where we're going to be talking about what kind of systems we were diagnosing

00:37:59.680 --> 00:38:07.760
here and uh don't miss this freaking drop you guys dbrand precision skins

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