amd.com
Microsoft® Windows® 95 Update for AMD-K6®-2/350 and Above
When you are starting Windows® 95 OSR2, OSR2.1, or OSR2.5 on a computer with an AMD-K6®-2 processor running at speeds of 350 MHz and above, you may receive one of the following error messages:
Device IOS failed to initialize. Windows Protection Error.
You must reboot your computer.
Windows Protection Error. You must reboot your computer.
The first error is a result of a divide exception in IOS.VXD, the second is due to a similar error within ESDI_506.PDR or CSIPORT.PDR.
This problem is very intermittent at 350MHz, but occurs more often at higher speeds. Note that it is necessary to reboot the computer after the error occurs. If the error does not occur, the system will run normally.
This observation is caused by a software timing loop that is sensitive to processor frequency, and is not a processor erratum. This DOES NOT occur with Windows 98 or Windows NT®. AMD has worked closely with Microsoft to enable a publicly available solution which is available now by contacting Microsoft directly. See instructions below on how to contact Microsoft.
Contact Microsoft for Support
The resolution is a simple update to the operating system which will correct this observation for the AMD-K6-2/350 and future planned speeds of the AMD-K6 family of processors. To obtain the resolution, follow the instructions below:
1. Call the below number for 'Standard No-Charge Support:' for Microsoft Windows 95:
US: (425) 635-7000 Canada: (905) 568-4494
Microsoft recommends that the call be made between 8am-6pm, U.S. Pacific time. The support escalation staff is online during these hours.
Ensure that you have a valid product ID for a retail copy of the product. Right-click on 'My Computer', select 'Properties', and use the number shown beneath the 'Registered to' text. If you do not have an ID for a retail copy of Windows 95 (if you have all OEM versions, for example) there will be a charge of $35 for the support incident.
You will first talk to a customer service representative (CSR) who should activate your support, and transfer you to a support engineer.
Please advise the CSR that you intend to obtain a specific "hotfix for Windows 95".
2. Once you get to a support engineer, advise him or her of the following:
You need the hotfix referenced by the following Microsoft knowledge base article:
Q192841 AMD-K6-2/350 CPU Windows Protection Error at boot time
Hotfix fulfillment is done via an internal escalation team, who typically does a callback to validate the need for the hotfix.
This is Microsoft's support policy and is strictly adhered to.
The callback typically occurs within 72 business hours from the initial call-in.
3. OEMs should contact their TAM (Technical Account Manager) at Microsoft.
Contact Microsoft Online |
