Wednesday, August 3, 2016

What Happened After Gigastrand OS Wouldn't Install

When one woman bought a Gigastrand OS PC over 2 years ago, she knew she was moving from a slow, buggy, and out of date Windows PC to a brand new one with a different kind of operating system on it.

“I remember explaining to her that, if she absolutely hated Gigastrand OS, we can always just load a new version of Windows on it instead.” Gigastrand CEO Josh Tordsen explains. “But, I knew from over 15 years of experience in Linux, that she was the perfect candidate.”

Gigastrand built a system that they thought was future-proof. It was a fast system with plenty of memory and a large solid-state hard drive. More importantly, it was the first direct sale of a brand new Gigastrand OS system in South Dakota.

“The operating system software makes all the difference. It doesn’t just determine how user-friendly it is. It is one of the most important determining factors when it comes to system security, stability, and reliability.”

Recently, Google dropped support for 32-bit operating systems like Windows XP and Gigastrand OS 2.x. So when Chrome began telling its user that they were no longer supporting the operating system, Gigastrand was already trying to figure out what needed to be done.

“When I got her call, I was already seeing the same thing on my screen. I was still using gigastrand OS 2.x on my personal computers despite the fact we upgraded all the rest to 3.0 by that time. Ideally, we would have liked to use the multiarch feature in our OS to piggyback 64-bit programs on a 32-bit system. It would have extended usable life and compatibility for 2.0.  It seemed like we were so close to doing it too, but it proved impossible.”

Gigastrand began recommending that an upgrade to 3.0 was necessary to resolve the Chrome issue. Mr. Tordsen travelled to his customer’s house to upgrade her computer.

“It was going to be a straightforward upgrade. Backup data, pop the disc in, upgrade the system. We’ve done it hundreds of times.”

This time was different. Several errors were noted by Mr. Tordsen resulting in the system being unable to startup to the installation disc.

“I tried all the usual tricks. Is the disc dirty? Is it a bad disc? Was the version incompatible? Was the drive bad? Nothing worked. We even left site, made a new install image with some things removed, and tried again. That didn’t work.”

After the last attempt, Mr. Tordsen knew he would need to examine the problem more closely. He loaned her a laptop and took the computer to fix it. What he discovered was the hardware used in the original build was not compatible with 64-bit versions of Linux – including Gigastrand OS 3.0. The only option was a hardware upgrade.

As this was a new computer purchased with Gigastrand OS and the OS upgrade was the cause for the hardware requiring to be upgraded, Gigastrand chose to liberally interpret their Lifetime Upgrade Guarantee – which usually applies to hardware upgrades only – and give this customer the hardware she needed to upgrade to Gigastrand OS 3.2.

“All of the trips, all of the troubleshooting, and all of the hardware – and the customer only paid the cost of the software – $25. I don’t know of any other company that stands behind their products like Gigastrand does.”

What Happened After Gigastrand OS Wouldn't Install

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