Guide to troubleshooting Windows and Office

[noob]

There seem to be alot of questions regarding errors people get while using windows. This thread is designed to help you help yourselves, also so you can look more intelligent when asking questions regarding problems.

Here are my other posts condensed into 1 giant one. It will get updated, but it will remain general, and simple.

Contents:

How to find information about your computer
Information required for troubleshooting
Places to go for self help
General tips for troubleshooting
Tips for reducing future problems
Windows Genuine Advantage (WGA)
Difference between OEM and Retail


Finding Information regarding your computer and hardware:

Version of windows - including Service pack

Click 'Start' -> Click 'Run' -> Type 'winver' -> Click 'Ok'
or
Right Click 'My Computer' -> Click 'Properties'

Also within the 'System properties' if you:

Click on the 'Hardware' tab at the top -> Click 'Device Manager'
you can view the different hardware on your computer.
When viewing this if you Right Click on any of the different hardware components then Click 'Properties', you can also from the popup windows view the hardware manufacturer, and update the drivers.

To find you version of any MS application:

Open the application you wish to find out about.

Click 'Help' at the top of the screen. In the menu that drops down (Drop down box) Click 'About xxxxx' - where xxxxx is the name of your program.
This will give you all of the details regarding the program; year, version, and any updates the program has.


In all cases people require the following information:

Operating system version and any service packs
e.g. Windows XP Pro SP2
Windows 2000 SP4

Program using, version, service packs, updates, etc
e.g. Outlook 2003 part of Office pro 2003 SP1
Internet Explorer 6 SP1

Any error messages
e.g.. The address list could not be displayed
This program has encountered an error and needs to close
It is best to copy and paste them - any 0x***** numbers, they are really good for troubleshooting - at least write them down

Description of problem
e.g. I was trying to add a contact
It happened when opening program

Any other programs that could be involved
e.g. I have business contact manager
I use ***(antivirus/antispyware), ****(Browser help object/toolbar)

What version of drivers you have if applicable
e.g. nVidia video card drivers ver77.62

Anything you have tried to solve it yourself first
e.g. reinstall / uninstall / repair
searched for it using ****

If you provide this the answers you get will be better at resolving your problem.

Some places to search for troubleshooting:

http://support.microsoft.com - MS support site
http://www.google.com - really good search engine


General tips for Troubleshooting:

Repair - This will remove any updates you have done after installing
e.g. if you have on CD windows XP pro with SP1 and you have downloaded SP2 then when you have repaired your windows will have SP1 not SP2

To repair Windows (XP only) you do the following:

1. Put the Windows CD into your CD drive - ignore anything that comes up
2. Reboot your computer - In BIOS booting from CD will have to be enabled
3. When asked to 'Press any key to boot from CD' press a key it doesn't matter which one

4. In the Windows setup screen you want to do the following:

1. Press 'ENTER' to install

2. Press 'F8' to agree

3. Press 'R' for repair

- pressing 'R' in the first screen will enable a recovery console, this allows you to repair using DOS commands, it is good if you know how to use it and only need to copy a few files from the Windows CD to your HDD

To repair Office (XP (2002) and 2003, and 2000)

1. Open any Office program
2. Click on 'help' to show the menu not go into office help
3. Click on 'Detect and Repair...'
4. Make sure 'Restore My Shortcuts While Repairing' checkbox is ticked
5. put Office CD into drive and then click 'Start'

If you have only had Office installed for a few days and it is not opening any of your files or you can't use it try activating it:

1. open any Office program

2. If activation wizard does not start

a. click on 'help' to show the menu not go into office help

b. click on 'Activate product'

3. Choose to activate product over the internet.

4. If unable to activate over the internet

a. choose 'I wish to phone a customer representative' click 'next'

b. Agree to license agreement then click 'next'

c. choose your country / region

d. ring the phone number provided

e. give the customer rep the installation ID (54 numbers)

f. write down and double check the confirmation ID (42 numbers)

g. write numbers in boxes provided then click 'finish'

What was the last thing you installed or changed?

uninstall it / change it back - if that works you have found the problem
You can use roll back driver in Windows XP if a driver problem and you didn't uninstall the last one

Have you checked for viruses / spyware?

No single anti spyware / virus program is perfect run several antispyware programs
More than 1 antivirus program running at the same time can cause conflicts, there is a difference between antispyware and antivirus.

Run them in safe mode, press 'F8' while booting up to get there, they run better

If Windows doesn't boot up properly press 'F8' and choose 'Last Known Good Configuration'

This may or may not work but worth a try

Try system restore to a point before the problem happened - works best with Windows XP

Other things to reduce problems.

1. When installing ANYTHING disable any anti spyware / virus software as these can cause problems with an install

2. Remove any old drivers - back them up first - BEFORE installing new ones

3. Run anti spyware / virus full system scans in 'safe mode' this should be done about 1 once per week, depending on what you are doing online

4. Take a note of ANY system / power / any changes you make, you may have to undo them later.

5. BEFORE doing Windows updates, update all of your system drivers, include your routers in this

6. After ANY updates to anything (some updates allow you to download several together e.g. Windows updates) BEFORE updating anything else, restart your computer

If you have problems with a Virus, the best people to contact are your antivirus support, if it’s free.

If you have problems with installing / downloading / or problems after installing windows updates call Microsoft, their techs deal with it all the time and can usually fix the problem within a couple of hours max.

This is the site to find contact details for Microsoft anywhere in the world - they should have a free phone number
http://www.microsoft.com/worldwide/

As for a 'warranty' MS has a support lifecycle, you can go to the page
http://support.microsoft.com/common/...aspx?rdpath=gp
This will detail what support is avaliable for what product and for how long.


Windows Genuine Advantage (WGA)

This is implemented for those of us who actually buy their software. It allows less people to run pirated copies, with full benefits. If more people were actually honest, and didn't pirate software, this wouldn't happen, and would probably make software cheaper.

This is another step in an ongoing project MS has to stamp out priacy, similar to the different codecs placed within DVD's, CD's, and almost all other software.

MS also shares this with other developers to help them protect their own software.

This new check, installs an ActiveX control on your computer, and checks you Prodict ID against a database of known pirated ID's. If yours comes back pirated you have 2 options.

First 45 days:
Complimentary offer: Microsoft will make a complimentary copy of Windows XP available to customers that have been sold counterfeit Windows. Customers will be required to submit a proof of purchase, their counterfeit CD, and complete a counterfeit report with details of their purchase. Only high-quality counterfeit Windows will qualify for the complimentary offer.

First 90 Days:
Electronic Key Offer: Microsoft will offer an alternative for customers who find out via the WGA validation process that they are not running genuine Windows, but do not qualify for, or choose not to take the complimentary offer. These customers will be able to license a Windows Genuine Advantage Kit for Windows XP online for a price of $99 for Windows XP Home edition or $149 for Windows XP Professional. The Windows Genuine Advantage Kit for Windows XP will include a new 25-character Product Key and a Windows Product Key Update tool which will enable customers to convert their counterfeit copy to genuine Windows XP electronically. To qualify, customers will be required to submit an on-line counterfeit report.

Prices are in US dollars.

While this is a pain for thosse of us who have genuine software, I personally would prefer to go through with it rather than have alot of people out there who haven't paid for it.

Just remember if people were honest, this wouldn't be a problem.


The differences between OEM and Retail apart from price.

OEM (Original Equipment Manufacturer):
This license is only to be sold with an integral piece of hardware, not including peripherals (e.g. mouse and keyboard).
This license is not transferable to another computer once installed, and the license is tied to the motherboard, so when that is replaced you need another copy.
It can be run on only 1 computer at any time.
Only the OEM who sold you the hardware and software bundle does the technical support - Not MS.
The warranty is up to the manufacturer, and is for the hardware only.

Retail or FPP (Full Package Product):
This can be bought separate from any hardware.
This license allows you to transfer it to another computer; it can even be sold with the license and COA to another person.
You are typically allowed to run it on only 1 computer at a time - per license (except for Office 2003 which is 1 desktop and 1 portable (e.g. laptop or tablet), and, Office 2003 student and teachers which is 3 computers).
There is no software warranty, only that it works.


Please see attachments for additional information on OEM.
Also you could go to the OEM site http://www.microsoft.com/oem
You will need a .net passport to be able to log in, but that is free.

[noob]

Edited post, all information now contained in the first one.
Also added more info, and attachments

[Daniel ~]

Many thanks noob! I've copied this over to AOA FAQ where it will have a more rarefied home. ":O}

[noob]

Originally Posted by Daniel ~

Many thanks noob! I've copied this over to AOA FAQ where it will have a more rarefied home. ":O}

No probs, thank you for the honor of being there.

I work for MS so just changed what I have at work into a generally readable form. Hopefully will stop the really easy to solve problems, also no one wants to feel stupid. Me least of all, I'm supposed to know most things about it.

Also a very big thanks to the boost to my ego

[Daniel ~]

And thank you for the boost to our knowledge base! ":O}

[noob]

The differences between OEM and Retail apart from price.

OEM (Original Equipment Manufacturer):
This license is only to be sold with an intergral piece of hardware, not including peripherials (eg mouse and keyboard).
This license is not transferrable to another computer once installed, and the license is tied to the motherboard, so when that is replaced you need another copy.
It can be run on only 1 computer at any time.
Only the OEM who sold you the hardware and software bundle does the technical support - Not MS.
The warranty is up to the manufacturer, and is for the hardware only.

Retail or FPP (Full Package Product):
This can be bought seperate from any hardware.
This license allows you to transfer it to another computer, it can even be sold with the license and COA to another person.
You are typically allowed to run it on only 1 computer at a time - per license (except for Office 2003 which is 1 desktop and 1 portable (eg laptop or tablet), and, Office 2003 student and teachers which is 3 computers).
There is no software warranty, only that it works.

Finding Information regarding your computer and hardware

Version of windows - including Service pack.

Click 'Start' -> Click 'Run' -> Type 'winver' -> Click 'Ok'
or
Right Click 'My Computer' -> Click 'Properties'

Also within the 'System properties' if you:

Click on the 'Hardware' tab at the top -> Click 'Device Manager'
you can view the different hardware on your computer.
When viewing this if you Right Click on any of the different hardware componens then Click 'Properties', you can also from the popup windows view the hardware manufacturer, and update the drivers.

To find you version of any MS application:

Open the application you wish to find out about.

Click 'Help' at the top of the screen. In the menu that drops down (Drop down box) Click 'About xxxxx' - where xxxxx is the name of your program.
This will give you all of the details regarding the program; year, version, and any updates the program has.

[Daniel ~]

Updated our FAQ. ":O}

[noob]

Originally Posted by Daniel ~

Updated our FAQ. ":O}

Thank you

There may be further updates in the future but probably not many as it is supposed to be general trouble-shooting, and not too involved.
I just hope people read it before posting.

I may also do a 0x... thread later whereby I put those errors with their corresponding links, hopefully I will be able to directly integrate it with what I have done at work. Otherwise ill need a few when I do it

[Daniel ~]

Your efforts are very much appreciated. Your lending us a valuable resource. Thank you.

[chrisbard]

Originally Posted by noob

The differences between OEM and Retail apart from price.

OEM (Original Equipment Manufacturer):
This license is only to be sold with an intergral piece of hardware, not including peripherials (eg mouse and keyboard).
This license is not transferrable to another computer once installed, and the license is tied to the motherboard, so when that is replaced you need another copy.
It can be run on only 1 computer at any time.
Only the OEM who sold you the hardware and software bundle does the technical support - Not MS.

So MR. MS product buyer, if your mobo dies for no reason or with a reason you go back to the store and buy yourself a brand new licence for XP, the other one...well... put it in the garbage container.
One more thing, if you purchased from a "don't know about that" seller then don't bother MS since they will not help you....

Am I right?

Aside from that, thanks Noob for your help !

[Daniel ~]

Christ! That IS what it says! Bill just may be the Anti-Christ!

[cadaveca]

i jsut re-activated ms old OEM becasue of motherboard problems...they activated me over the phone with no problems. i have used this copy ofwindows across 4 variations of this system without any activation woes.

[Daniel ~]

Granted, we'd have HEARD if they were enforcing this. But they did not write and insert those words without a plan.

I use w2k because they can't ENFORCE their BS. They fixed that with XP. Looks like they are preparing to tighten the nut another turn to me... What do people who actually (unlike myself) know what they are talking about think of this clause?

Dave?

[noob]

Originally Posted by chrisbard

So MR. MS product buyer, if your mobo dies for no reason or with a reason you go back to the store and buy yourself a brand new licence for XP, the other one...well... put it in the garbage container.

Pretty much that is what they are saying. MS are pretty good at activating over the phone, esp if the OEM has replaced the mb due to warranty though.

Originally Posted by chrisbard

One more thing, if you purchased from a "don't know about that" seller then don't bother MS since they will not help you....

Am I right?

Aside from that, thanks Noob for your help !

If you get one of those, just complain regarding the level of support from the OEM, MS will help in the end (well at least we do, and we keep a record of it), but the OEM is supposed to, according to their contract with MS when they sell MS products.

Originally Posted by Daniel ~

Granted, we'd have HEARD if they were enforcing this. But they did not write and insert those words without a plan.

I use w2k because they can't ENFORCE their BS. They fixed that with XP. Looks like they are preparing to tighten the nut another turn to me... What do people who actually (unlike myself) know what they are talking about think of this clause?

Dave?

I don't like it myself.
The main reason, I have been told, is to stop the wide-spread piracy in some contries, They are not to worried about the few people, and its not many in most countries, who have it on 2 or 3 computers they have bought. If you have downloaded a product from MS (www.microsoft.com/downloads) recently most downloads require 'validation' this is also to stop the same thing, but again, if it happens to you, your contry isn't on their 'list' (I don't know what they are, and I can guess as well as everyone else), they are pretty good at rectifying the problem. This has happened to a few people with OEM systems in NZ, our piracy level (for MS products) is supposedly below 1%.

[Daniel ~]

This is actually worse that I conceived of it! I could understand, not agree with, but understand if MS had a huge problem with piracy.
Naturally they should have fixed it without bothering MS customers or forcing them to participate in Bill's fear of not owning everything.

But from what you've said, at less than 1%,... MS makes the world jump though these kinds of whoops for less than 1%?

He's sicker and more despicable than I imagined!!

Live in fear Bill! The abacus is going to make a come back!!