Section 11.3. Getting Help from Microsoft

11.3. Getting Help from Microsoft

If you run into trouble with the installationor with any Windows XP featurethe world of Microsoft is filled with sources of technical help. For example, you can consult :

• The Microsoft Help Web pages . Direct your Web browser (if, indeed, your computer works) to www.microsoft.com/support. There you'll find a long list of help resources that handle many of the most common questions: a database of help articles that you can search, a list of known glitches that Microsoft has published, newsgroups (Internet bulletin boards ) where you can post questions and return later to read the answers, and so on.

  GEM IN THE ROUGH
  Troubleshooters

  When a PC feature isn't working the way you'd hope, or isn't working at all, Windows XP offers a special kind of wizard called a troubleshootera series of help screens specifically designed to solve problems.

  If you follow all the steps the troubleshooter suggests, and you're unable to fix the problem, the troubleshooter apologizes and suggests another resource for more help.

  You won't find troubleshooters for every conceivable problem; Microsoft created only a few. To see a list of them, open the main Help and Support window. Then type troubleshooter in the Search text box and press Enter. You can double-click a troubleshooter's name in the resulting list.

  
  
  

• Free phone help . If you bought Windows XP (that is, it didn't come on your computer), you can call Microsoft for free phone help during business hours. The company is especially interested in helping you get Windows XP installed and running correctlyyou can call as often as you like for help getting Windows going this way.

  After that, you can call for everyday Windows questions for freetwice. You'll be asked to provide your 20-digit product ID number, which you can look up by right-clicking My Computer in your Start menu and clicking the Properties tab. The not-toll-free number is [phone].

  (If Windows XP came preinstalled in your machine, on the other hand, you're supposed to call the computer company with your Windows questions.)

• Expensive phone help . Once you've used up your two free calls, you can still call Microsoft with your questionsbut it will cost you $35 per incident.

  (They say "per incident" to make it clear that if it takes several phone calls to solve a particular problem, it's still just one problem.) This service is available 24 hours a day, and the U.S. number is [phone].

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Tip: If you're not in the United States, direct your help calls to the local Microsoft office in your country. You'll find a list of these subsidiaries at www.microsoft.com/support.

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