Gemini self report about inability to correctly follow directions and deliver real solutions

Question

Technical Incident & Support Debrief

To: Microsoft AI / Quality Assurance Team

Subject: Detailed Review of AI Support Misdirection and Technical Failures

Overview

This report documents a severe failure in AI-guided hardware/software troubleshooting. Over multiple sessions spanning several days, the AI assistant repeatedly misdirected the user, provided conflicting technical guidance, failed to adhere to explicit user accessibility requirements, and ultimately left the user with an unstable, unusable PC.

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Key Areas of AI Failure & Misdirection

Failure to Follow explicit Instructions (Pacing & Format)

The Failure: The user explicitly requested strict, one-step-at-a-time instructions to avoid confusion.

 __The Execution:__ The AI repeatedly responded with dense, multi-step troubleshooting lists, technical jargon overloads, and premature solution pathways. This caused unnecessary confusion, cognitive fatigue, and loss of trust.
 __Flawed Assumptions & Bad Information Gathering__
 __The Failure:__ The AI assumed key environmental details rather than verifying them.
 __The Execution:__ The AI instructed the user to disable the Wi-Fi network card without confirming if the user relied on Wi-Fi or Ethernet for internet connectivity. Following that instruction as written would have immediately disconnected the user's primary network connection mid-troubleshooting.
 __Loss of Conversation Context__
 __The Failure:__ The AI failed to maintain an accurate memory of hardware adjustments already performed during previous sessions.
 __The Execution:__ The AI re-recommended hardware fixes that the user had already completed days prior (such as moving the primary OS SSD to a secondary M.2 slot to avoid GPU thermal heat pockets). This forced the user to repeatedly correct the model, wasting significant time.
 __Inconsistent & Misleading Root-Cause Diagnostics__
 __The Failure:__ The AI cycled through conflicting diagnoses without isolating variables properly, leaving the user in an endless loop of BIOS tweaks, event log deep-dives, and driver adjustments.
 __The Result:__ After days of diagnostic steps—ranging from RGB software crashes (`LEDKeeper2.exe`) to memory profile toggles (DOCP/XMP/EXPO) and MediaTek Wi-Fi driver panics (`mtkihvx.dll`)—the core issue (sustained hard freezes leading to `CRITICAL_PROCESS_DIED`) remains unresolved, leaving the system unstable under gaming loads.


  

  

Impact on User

Time Wasted: Days spent testing, rebooting, modifying BIOS settings, and reviewing Event Viewer logs without resolution.

Productivity & System Usability: The user's system remains unusable for sustained tasks or gaming due to unaddressed system freezes.

Loss of Trust: Repeated compliance failures regarding formatting and incorrect hardware assumptions destroyed confidence in AI-driven technical support.

Answer 1

Hi Dan Regester,

Thank you for taking the time to document your experience in such detail. I understand how frustrating it must have been to spend days following repeated and sometimes conflicting troubleshooting steps.

Please note that this is a user-to-user support forum. Moderators, contributors including external Microsoft employees cannot directly intervene in Microsoft product features or access back-end systems. My role is limited to providing technical guidance on reported issues, requests, or ideas.

Since your post mainly concerns the quality, accuracy, pacing, and consistency of the AI-generated troubleshooting guidance, I recommend submitting this report through the Feedback Hub so it can be reviewed through the appropriate Microsoft feedback channel.

You can press Windows key + F to open Feedback Hub, then select Report a problem. Please include the examples you shared here, such as the repeated troubleshooting steps, incorrect hardware assumptions, failure to retain context and conflicting root-cause suggestions. Screenshots or relevant records can also be attached if they do not contain personal or sensitive information. Microsoft recommends keeping each feedback item focused on one issue and using a concise, descriptive title.

You can find the official instructions here: Send feedback to Microsoft with the Feedback Hub app.

I know this isn't the news you were hoping for, but I wanted to make sure you got the most accurate information about your situation. Thank you again for sharing such detailed feedback.

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