RE: X1 Carbon windows 7 Professional 64bit error message

Question

Hi, Good Morning Everybody,  I wish somebody here would advise me of my problem, Thanks.
Problem of Laptop
=================
[Message 01]
Hi, I bought X1 Carbon and found an error message when right click on the
1st page after startup. The error message reads
Microsoft Visual C++ Debug Library
Debug Assertion Failed!
Program: C:\Windows\System32\igfxsrvc.exe
File: D:\Program Files\Microsoft Visual Studio 9.0\VC\ATLMFC\INCLUDE\
atlcom.h
Line:2475
Expression: 0&& "Release called on a pointer that has already been
released"
For information on how your program can cause an assertion failure, see
the Visual C++ documentation on asserts.
(Press Retry to debug the application)
By right, right click should show the menu of View, Sort by, Refresh,
......Screen resolution, Gadgets, Personalize, but just cannot access
into the right click menu immediately. I have to wait more 3 minutes and
get out of the error message, then the right click menu appear. Why is
this so?
Please advise how to eliminate the message and have the right click menu
immediately. Should I bring the laptop to your service center for repair
or you can email me the steps to solve this problem.
Regards, Simon.
[Message 03]
hi, head of customer service,
below is a chat log i had online for your review. My concern is that
everybody work for a living - if u r the specialist in this field, i
respect that u can foresee what is going to happen if u tell somebody who
is not a specialist to do a specialist's job. U should be able to provide
advice n the possible outcome if things do not work out right, because it
is the end user who needs to face it n live with it. Take for example, if
the office building was on fire n the human instinct is to fight fire
first. But the workers do not have the proper knowledge of fire n also
not equipped with good PPE. This worker probably called the fire
department to report a fire, n at the same time the fire department
specialist at the other end of the line told that worker to
"troubleshoot" the fire without giving him the possible outcome if the
fire blown out of scale, what price this worker will have to pay.
My questions are:
a) what is the goal of having on-line chat service? Is it to resolve
simple technical issues, that's why an average IT worker can do the job?
b) if the end user already knew the problem he is facing and he is
expecting the best advice/solution from an expert rather than from an
average IT worker, would it be better for the end user to go straight to
email? Or straight to the service center?
c) Is there a team work spirit between your chat section and service
center? Is it going to take a long time to communicate among themselves
when they face the same problem real time - meaning they can't talk to
each other over the phone to resolve the same problem which the end user
is facing? If they can discuss over the phone, and possibly the service
center also share the same steps to resolve the problem but could not be
sure if something goes wrong, the os of the laptop need to be
re-installed. Then, the end user would not have to do a double job - to
chat online and go down to the service center only find out that it is
the same answer. Would it be better for the chat person to do the double
job internally for the end user?
[Hi, I bought X1 Carbon and found an error message when right click on the
1st page after startup. The error message reads
Microsoft Visual C++ Debug Library
Debug Assertion Failed!
Program: C:\Windows\System32\igfxsrvc.exe
File: D:\Program Files\Microsoft Visual Studio 9.0\VC\ATLMFC\INCLUDE\
atlcom.h
Line:2475
Expression: 0&& "Release called on a pointer that has already been
released"
For information on how your program can cause an assertion failure, see
the Visual C++ documentation on asserts.
(Press Retry to debug the application)
By right, right click should show the menu of View, Sort by, Refresh,
......Screen resolution, Gadgets, Personalize, but just cannot access
into the right click menu immediately. I have to wait more than 3 minutes and
get out of the error message, then the right click menu appear. Why is
this so?
Please advise how to eliminate the message and have the right click menu
immediately. Should I bring the laptop to your service center for repair
or you can email me the steps to solve this problem.
Regards, Simon.]
[Message 02]
[GoToAssist (10:11:53):
Connecting...
GoToAssist:
Dear Customer,
Thank you for contacting Lenovo and showing your interest in Lenovo
instant support program. I see you have a question on your product. I am
going to take few moments to review the information of your product and
message you back, right here, very soon. Please add this page to your
favorites, in case you get disconnected or close your browser, so you may
come back to this conversation.
Saraswati (10:12:25):
Thank you for contacting Lenovo Technical Support. My name is Saraswati.
I will be happy to assist you with this issue.
Saraswati (10:12:30):
Hello Simon.
Saraswati (10:12:35):
Good Morning.
Saraswati (10:14:47):
Simon , Have you checked with the steps I have provided in the earlier
session ?
SIMON (10:14:55):
hi, i just lost the session chatting with u. Can u show me all that again
here?
Saraswati (10:16:14):
Sure , Let me paste the conversation in this session.
Saraswati (10:17:26):
Saraswati (06:54:46):
Thank you for contacting Lenovo Technical Support. My name is Saraswati.
I will be happy to assist you with this issue.
Saraswati (06:54:59):
Hello Simon.
Saraswati (06:55:05):
Good morning.
Saraswati (06:55:35):
Please be connected to the session while I check with the query.
Saraswati (06:59:38):
It appears we may have been disconnected. Please respond so that I can
confirm our connection.
SIMON (07:00:27):
Hi, yes I can see u r writing....
Saraswati (07:00:58):
May I know the operating system installed? Windows Xp, Windows Vista,
Windows 7 or Windows 8? Is it 32-bit or 64-bit?
SIMON (07:02:20):
it's windows 7 64bit, the laptop is i5-3rd gen with 4gb ram
Saraswati (07:03:36):
http://www.intel.com/support/graphics/sb/cs-003927.htm please click on
the link to fix the issue.
Saraswati (07:05:49):
Let me help you with the latest graphics driver
Saraswati (07:08:14):
http://download.lenovo.com/ibmdl/pub/pc/pccbbs/mobiles/g1d625ww.exe
Intel HD Graphics Driver for Windows 7 (64-bit)
Saraswati (07:08:25):
Please install this link.
Saraswati (07:09:01):
Before installing uninstall the same form the device manager under the
display adapter option.
SIMON (07:10:21):
hi, the link u recommended mentioned something like reinstall graphics
drivers. I don't have the drivers n think it's pre-installed inside X1
Carbon. My concern is what is the worst case it could be if I execute the
link file n something goes wrong?
Saraswati (07:12:28):
Simaon , I would like to inform you that it is only the driver
reinstallation. It will hamper the system performance. It is the driver
provided with the preloaded OS. Hence it should not cause any issue.
SIMON (07:12:48):
btw, the os is windows 7 professional, hope i get it right.
Saraswati (07:13:09):
However please check by uninstalling and reinstalling the Microsoft
Visual C++ .
Saraswati (07:13:31):
Yes , I have provided the link for the Windows 7 OS 64 bit.
Saraswati (07:13:58):
Please check with the above steps. This should fix the issue.
Saraswati (07:16:32):
Please feel free to get back to us at any moment , we will resolve all
the issues related to the Lenovo Machine.
Saraswati (07:17:32):
It is been my pleasure assisting you with the issue.
SIMON (07:18:06):
ok, i take some time to do this, how to get back to u? do i need to
re-boot the laptop during the process? Please don't tell me i need to
re-install the os again if everything fail, because there r some
3rd-party software which i do not have the original serial
Saraswati (07:19:18):
Please reinstall the drivers from the driver link. Then restart the
machine and check if the issue persists.
Saraswati (07:19:57):
If still the issue persists then reinstall the Microsoft Visual C++.
Saraswati (07:20:12):
Hope this information is helpful
Saraswati (07:20:27):
Thank you for choosing Lenovo's chat Support. Kindly note, that there
will be a customer satisfaction survey once you close this chat session.
Please provide your valuable feedback for the chat session with me on a
rating scale between 0 to 10, where 9 to 10 being satisfied with the
service provided.
Saraswati (07:20:33):
Please note that the survey is only for current interaction. If you have
any comments or feedback, please mention same under customer comments.
Our team will take actions based on these comments to help us to serve
you better. Thanks for your understanding & Support.
Saraswati (07:20:44):
Thank you again for contacting Lenovo and have a great day Simon.
Saraswati (07:22:00):
You may close this chat session now.
SIMON (07:22:06):
hi, have any of your specialist face with this problem before?
Saraswati (07:23:22):
We donot remember , but we would have assisted in the similar manner.
Please check with the steps.
Saraswati (07:23:45):
Thank you for choosing Lenovo and have a great day ahead.
SIMON (07:24:48):
my worry is as i mentioned that i dont have the serials n it will be a
great price to pay for me if i miss some steps or something just not
right, then i would rather leave it as it is.
Saraswati (10:17:51):
Saraswati (07:25:43):
You can visit the nearest service center , so that the service technician
will help you further.
Saraswati (07:26:29):
Please contact on "800 6011 343 (Local number only) [phone]
(DID)"-- singapore
Saraswati (07:27:03):
Contact on the above numbers the concerned team will provide you the
address of the service center.
SIMON (07:27:55):
do u think the technician is more capable than any on-line chat engineers
because they can see the real problem of the laptop?
Saraswati (07:28:54):
The steps I have provided should fix the issue. If you need any further
assistance please visit the service center.
SIMON (07:30:37):
if they r just feedback to me with the possibilities i already perceived,
then it's not worth the trip for me to take time off work n travel
2 hours to n 2 hours fro your repair center.
SIMON (07:33:51):
My question is that "is it very difficult to comm between u and the
service technician side, then feedback to me online? so i dont have take
time off work n i also have to face my boss n it will look bad on me.
Please be more considerate?
Saraswati (07:36:02):
Simon , I understand your concern. Please check with the steps I have
provided and get back to us if the issue is not fixed. if you are
doubtful that the above steps might delete any of your files then you can
visit the service center , so that the service technician will check with
the issue personally.
Saraswati (07:36:47):
Thank you for choosing Lenovo and have a great day ahead Simon.
Saraswati (10:23:17):
Is there anything else that I can assist you with, at this moment ?
SIMON (10:23:26):
ok, I will take your advice n talk to some IT guys b4 i act on it, to be
sure that i made an informed decision. if i really have doubts, then i
would have to suffer in silence n just live with that error message for
the time being.
Saraswati (10:23:53):
Alright.
Saraswati (10:24:23):
Thank you for contacting Lenovo and have a great day Simon.
Saraswati (10:25:09):
You may close this chat session now.]
Regards, Simon.

Answer 1

Dev environment - i mean Visual Studio
But fist try to check in Event viewer if there's any error message that could help to find what the actual problem is.
Regards
Bartek