Graphics Card disable DVR software?!?!

[NateDawg]

Here is a new one for me...

I had a business client call me reference to his computer / DVR is not powering on. It is a XP computer with DVR software for security cameras. I take it and test everything (PSU, switches, blah blah). It turned out that the graphic cards had several blown capacitors on it, so I ordered a new graphics card. Keep in mind, I have yet to see what type of software is on computer. It had a GeForce 7600GT PCI-e card (DDR3 256MB) in it; however, I ordered a GeForce 9500GS (?) PCI-e card (DDR2 512MB). Installed it and the computer fired up. The computer is working.

I took it back to the customer and set it back up for him. He turned it on, and it works (nice). He tries his "Big Dog Security DVR" software and it does not work. It states "An unknow error occurred. Application will now close". I am like..."Oh, Sh..." (What did I do?) Nothing, I fixed the original problem and I did not reload any O/S or programs.

I called the company that originally built the computer (it was out of warranty), and they stated that the graphics card may be too updated for the software. That version of software will only support a "Version 88" of Nvidia gpu (Nvidia is up to version 190 now ?). That is according to the tech at the company that built this computer. I am not sure what the guy is talking about.

I have never heard of a graphics card not allowing a software to work, especially a newer card. Well, the customer says that he found the exact card on eBay and he will order it. I offered to refund his money for the card I put, but he says not to worry about it (if I need a graphics card for another job, he will sell it back).

Any ideas or comments on this scenario? Again, I never heard a graphics card disabling software (but again, I have not worked on software like this). Thanks

 

[NYJimbo]

Bottom line: The software is outdated and doesnt like the newer video card, very common. Just like with chipsets on a motherboard. If the software cannot address the chip(sets) it cannot work.

Might be time for the client to update his software or move on to a new DVR system.

 

[arrow_runner]

I do have 1 comment.

He found the EXACT graphics card as the one with the bad capacitors? That means the new one will eventually fail as well. I hope it's not used, because then it's just that much farther down the road.

If I were you, I'd try to replace the caps on the old card. It would only cost you $5, and if it works, you can sell it back to him as a backup or something.

 

[NateDawg]

Bottom line: The software is outdated and doesnt like the newer video card, very common. Just like with chipssets on a motherboard. If the software cannot address the chip(sets) it cannot work.

Might be time for the client to update his software or move on to a new DVR system.

I agree with you, NYJimbo. He says he going to go on eBay and find the same card, if he can. I had no way of knowing this problem, because I don't know the software. Oh well...at least, he wasn't too angry about it.

 

[NateDawg]

I do have 1 comment.

He found the EXACT graphics card as the one with the bad capacitors? That means the new one will eventually fail as well. I hope it's not used, because then it's just that much farther down the road.

If I were you, I'd try to replace the caps on the old card. It would only cost you $5, and if it works, you can sell it back to him as a backup or something.

He claims to have found one exactly, and quoted as "new". (we will see) As far as replacing caps, I am not quite that good with a soldering iron to do that, yet...I would end up melting board, my table and burning my fingers...oh man, the horror.

 

[NYJimbo]

I agree with you, NYJimbo. He says he going to go on eBay and find the same card, if he can. I had no way of knowing this problem, because I don't know the software. Oh well...at least, he wasn't too angry about it.

This kind of thing happens all the time with older DVR systems. Same thing for Unix/BSD/Linux machines acting as special devices or are "embedded" systems.

The drivers will try to talk to a video card or a chipset but if it cannot recognize it, the software will fail or refuse to work. Many newer SOFTWARE programs will talk down to the HARDWARE, but the older software cannot talk UP to newer firmware/hardware.

Hooks or entry points are not there and since the old software doesnt know where to look its stuck. On the other hand if it was new software it will often use "downwardly compatible" libraries or routines to talk to the older hardware just to get things going, but thats because it knows where things used to be.

 

[NateDawg]

Thanks for clarifying that up a for me, NYJimbo.

At first, I felt bad, because his software was not working. But thinking about it, I don't because he gave it to me since it would not power on. I got it working with a new graphics card. The original problem is fixed; now it has this secondary problem. I agree with you - he needs to update his software, since it is no longer supported by the company.

 

[NYJimbo]

I do have 1 comment.

He found the EXACT graphics card as the one with the bad capacitors? That means the new one will eventually fail as well. I hope it's not used, because then it's just that much farther down the road.

If I were you, I'd try to replace the caps on the old card. It would only cost you $5, and if it works, you can sell it back to him as a backup or something.

Perhaps, but the card in the DVR might have been in a chassis that ran 24/7 and was never cleaned or has bad ventilation, which is typical for these applications. The replacement used card may come from a typical 'end users' machine which might have seen only 1/10th the usage and didnt experience high heat or poor ventilation.

I would let the client have his fun with the new card, but NateDawg should start researching replacement or upgrade DVR software so you can "save the day " if the card fails in another year or two.

 

[NYJimbo]

At first, I felt bad, because his software was not working. But thinking about it, I don't because he gave it to me since it would not power on. I got it working with a new graphics card. The original problem is fixed; now it has this secondary problem. I agree with you - he needs to update his software, since it is no longer supported by the company.

Exactly, you did the right things. There was no way to know what the DVR software could deal with but you did bring the machine back to life which means you repaired it, as best as anyone could without knowing about the software issues.

However, you learned another painful lesson about this thankless business. Even when you are right, you are wrong. There is no reward, no hope and no matter how hard you work for the rest of your life these kinds of things will continue to happen over and over and always end up ruining your day.

Remember: Living 1 year as a PC Tech = Living 5 years as a normal human being