I will now proceed to document my entire case with Dell, complete with all stories, significant events, and screenshots, for easy access at later times. Most of this will just be a repeat of my previous post, so it's probably not worth it to read this. The ending parts are new, though.
I purchased a Dell Inspiron E1505 notebook from Dell on March 8th, 2007. My notebook came equipped with an
Intel Mobile Core 2 Duo T7200 processor. According to Intel, this processor has a speed of 2.00 GHz, and a bus/core ratio (hereby referred to as "Multiplier") of 12.0.
Background information: The core speed of a processor ("CPU") is its bus speed times its multiplier. You don't need to know what any of those are, just that their product is the core speed, and that the core speed is how the speed of the computer is measured. Also, Intel SpeedStep is a technology designed to save power. When it is active, it will allow the Operating system to vary the multiplier between 6.0 and 12.0 depending on how much power is needed, to save on energy. If this is disabled, it supposedly keeps the multiplier at the maximum, or 12.0 in my case, which means the CPU is at the maximum speed. My bus speed is 166.66 MHz, and my multiplier ranges between 6.0 and 12.0 depending on SpeedStep. So, my Core Speed ranges between 1 GHz and 2 GHz, where 1 GHz = 1000 MHz.
I first noticed a decrease in my computers speed several months ago, though the exact date is unknown. I did try several steps to solve my problem at first, such as reinstalling Vista, but each solution only offered temporary success, and I eventually settled for what I had accepted as poor software coding or something. It is notable that I had measured my decrease in speed to be a reduction of almost exactly 50%, by comparing CPU Benchmark results while experiencing the slowness with CPU Benchmark results that were taken months before the slowness occurred. The program used to benchmark the CPU was CPUMark 2.1. This information regarding CPUMark is extremely important, as it was a major part of my diagnosis. I originally thought that my computer had lost multi-core support or something, and that was the reason my computer was running at half speed. However, another individual informed me that CPUMark is a single-threaded program, and only uses one core at a time anyways, so that would not account for the change in score.
In the beginning of February 2007, I was booting into my BIOS by accident. While there, I noticed that my computer listed my Maximum CPU speed as 2.00 GHz, my minimum speed as 1.00 GHz, and my current speed as 1.00 GHz. It occurred to me that this perfectly explained my decrease in speed by 50%, without using my multi-core loss of support theory explained above. At this point, I used another program, named CPU-Z, to verify this data. I received a screen similar to
this one, which confirmed that the Core speed was 1.00 GHz. At the time of finding this out, I was unaware that the actual multiplier for my processor is 12.0, so I instead assumed that my bus speed was off, and should have been 333 MHz. Although this assumption would later prove incorrect, I had the basic idea right, my core speed was half of what it should be.
With all of this newfound information in hand, I contacted Dell via their Instant Messenger on February 2nd, 2007. I stated my problem to them, and they checked their resources. They informed me that it would be normal for CPU-Z to detect my speed as 1.00 GHz, because the CPU doesn't use the entire processor when it is not needed. Under normal circumstances, they would have been correct in this statement. However, I proved them wrong in this instance by starting Google Earth on full spin and magnification, which brought my processor to 100% usage. During this CPU-Z noted no increase in core speed. With this new information in hand, the Dell Representative who was aiding me told me to run a Diagnostic, and then a CPU Diagnostic at the end. I ran the diagnostic, and passed, but the CPU diagnostic I was informed about did not occur. The Diagnostics informed me that my computer would boot into the Dell Diagnostic Partition, but Vista booted instead. There was no further attempt to run the diagnostics.
After this, a few days passed before I recontacted Dell, but in that time I found out some more information. I had identified that it was my multiplier, not my bus speed, that was off. The multiplier should be 12.0, as opposed to 6.0, and the 166.66 MHz bus speed was correct. I had also discovered that when I restart my computer, the problem is usually fixed, for about 5 to 10 minutes, before it occurs again.
Anyways, since the diagnostic didn't work, I contacted Dell again a few days later, on February 5th. When I connected with this representative, it was decided that a remote control session should take place. While controlling my PC, they just took everything off of the Startup menu in msconfig, and disabled all non-Microsoft services. Upon restart, of course, the problem was fixed, as it always was wher I restarted. I told them that the problem is usually fixed for 5 to 10 minutes after a restart, but we ended the session anyways, and 10 minutes later....
Over the next four days, I discovered more useful information, as I explored my problem more. I noticed that the problem had a tendency to occur when the CPU usage was rather high, and confirmed through various restarts and tests that the problem always occurs at the exact moment my CPU usage reaches 100%. I then used this information to verify that the issue occurs in Ubuntu, also. On Ubuntu I have multi-core support enabled, as well as two CPU monitoring icons which measure the CPU core speed in each core of my CPU. By using two CPU Benchmarking programs I was able to get the CPU usage to 100% in the System Resources manager, and verified that once that occurred, the CPU Monitoring icons would not display a value of above 50% until I restarted the computer.
Now on February 9th I contacted Dell again, with this information. Using Dell's Remote Control software, I was fully able to demonstrate the issue to them. I restarted my computer, their software automatically gave them control, I showed them tho 12.0 multiplier and 2.00 GHz core speed, and then they saw it change to 6.0 and 1.00 GHz, respectively. With this, they told me they would take 3-4 days to research the issue, and would call back then to discuss with me their findings. It should be noted that I mentioned my Ubuntu work to this representative, aswell.
Well.... The very next day, I was woken up to Dell on the phone. This time I had a guy who assured me he could solve my problem. We started up now. First he had me shut down my computer, and to boot into the BIOS Setup. There, we disabled Intel SpeedStep. He assured me that this would put the computer into the fastest operating mode. Well, when we restarted, that was not the case. The multiplier was 6.0 and the core speed 1.00 GHz. In fact, this time, there wasn't even a period of time after the restart where it was normal, it was just 6.0. He then told me that because it shows up as 1.00 GHz while SpeedStep is off, that means that that is the normal speed, since SpeedStep puts it into the fastest mode (Although the BIOS state that turning off Speedstep puts the "System into the lowest performance state"). He then opened up the System Properties, and we saw
this. He told me that the first "2.00 GHz" refers to the speed at which the processor should run, and the second "2.00 GHz" refers to the speed at which the CPU is currently running, meaning it is working as it should. He told me that each core of my CPU runs at 1.00 GHz, because 1.00 GHz + 1.00 GHz equals 2.00 GHz, which is what my processor runs at. This is obviously incorrect, and I told him so, but we moved on to another topic anyways. We restarted again, and this time turned off dual core support in the BIOS. We then booted and viewed the same System Properties window again (
this), and it said the exact same thing. He changed the subject a bit when I asked why it did not change since now the computer was running on just one core, and we moved on. We then re-enabled SpeedStep and dual-core support, and I attempted to show him the issue. However, I was unsuccessful, as a troublesome Vista application called TrustedInstaller.exe brought my CPU to 100% before he was able to connect. However, he then opened the Device Manager, and we saw
this. It displays two processors, one for each core. It also shows that each processor goes at 2.00 GHz, although the Dell Technician I was speaking to at this time said that, even though each core had its own row, the 2.00 GHz on each one referred to the speed of the entire processor, and each one ran at 1.00 GHz. I was running out of patience by this point, and just inquired about the multiplier. I told him about how I was able to show my issue, successfully, to the Dell Technician the previous day. At this point he said he would request a lab test be done, using CPU-Z on a laptop like mine. We then hung up.
During my break from Dell, I was aware that Dell was not going to give up without a fight. So, I did a bit of research. I found
this page on Intel.com about my processor, which states information about my processor, including the 12.0 multiplier. I also emailed Intel directly, and asked them if the 2.00 GHz in my processor meant each core runs at 2.00 GHz, or 1.00 GHz. I already knew the answer was 2.00 GHz, but now with an official statement from Intel, Dell could no longer tell me otherwise. Intel said "Intel(R) Dual Core(TM) Technology means that if the speed of the processor is 2GHz, each core would be running at that speed."
About 20 minutes after I received that email reply from Intel, Dell called back. They told me that their lab tests came in their favor, and tried to close the case. I, however, linked them to the intel.com page listed above, stating the 12.0 multiplier. When they saw this, they said they would, again, take 2-3 days to research the issue.
The next day again I got a technician trying to tell me again, that my processor was working fine. This time, however, I provided him with the intel link "http://processorfinder.intel.com/details.aspx?sspec=sl9sf", which shows that I am correct. We then hung up, as he promised to research it more.
Well, later that day, I got an email from Dell saying "It was a pleasure
working with you to resolve the issue you had with your system." I was unsure if this was an error of some sort, and they would call back in 2-3 days, or if they really marked the case as solved and abandoned me. After 3 days I decided the latter, but was surprised when they called back near the end of the 4th day. However, their call was rather unimpressive.
When I answered the phone, they asked me if I was "satisfied with the information" I was provided in the link I was given by the previous technician. I told them that I did not receive a link, and he begun to read it out to me. About four fifths of the way into the link, I cut in and finished it for him. He was telling me the very Intel.com link (http://processorfinder.intel.com/details.aspx?sspec=sl9sf) that I had given to a technician 4 days earlier. I don't know why, and we hung up after this. They said they would, again, call back. As of now this call has not been returned.
Since that call, I have more information I have discovered. I reflashed my BIOS to an earlier version, A14, in an attempt to see if that is the cause. It wasn't, but while there, I noticed something about SpeedStep. I normally have A17 BIOS (And I did re-flash my BIOS to A17 afterwards). In my A17 BIOS, when SpeedStep is enabled, the processor tab of my BIOS settings looks like
this. It is normal, and shows that my clock speed is at 2.00 GHz, the correct place. However, when SpeedStep is disabled, it shows
this screen, which shows that my clock speed is 1.00 GHz. The SpeedStep enabled screen shows a minimum and maximum value, which indicates that the speed can change between those values, as it does normally. But, the SpeedStep disabled screen shows no such minimum or maximum, just 1.00. This means that when Speedstep is disabled, my computer is running a 1.00 GHz, regardless of everything. I do not know why this is happening, because as far as I know all the statements Dell has made about SpeedStep are correct, and in normal circumstances it would lock my speed at 2.00 GHz. A google search also confirmed this for me. This may indicate that my problem is actually with SpeedStep messing up, or it could just be that SpeedStep is messing up as a side-affect of my problem. Only time will tell.
In addition to all of this, I have the following:
www.youtube.com/watch?v=hGfb-5LnTK0 - Youtube video visually showing what happens.
img148.imageshack.us/img148/9175/cpuz0cd6.png - CPU-Z showing what it looks like when my processor is not working correctly.
img148.imageshack.us/img148/7991/cpuz1ku8.png - CPU-Z showing what it looks like when my processor is working correctly.
img147.imageshack.us/img147/1439/nospeedsteple2.jpg - Photograph of my BIOS settings when Intel SpeedStep is DISABLED
img147.imageshack.us/img147/6753/speedstepow3.jpg - Photograph of my BIOS settings when Intel SpeedStep is ENABLED
