Microsoft Support Diagnostics Self-Help (Part II)

In my last post on the Microsoft Support Diagnostics Self-Help Portal, I talked about the most common scenario of downloading and running the diagnostics on the computer that is having problems. In this post, I want to mention two other scenarios that may interest some of you. Scenario 1: Create a session but send the diagnostic…


Report a tech support scam to Microsoft

Scammers have been around for a while now pushing rogue security software through email messages and fake websites, but as Kirsten Kliphouse pointed out last May they’ve also starting calling users on the phone and posing as technical support for a reputable company (such as Microsoft) in order to try to defraud users out of money or for other nefarious purposes. And as…

1

Looking for some automated help to troubleshoot a complex issue?

Last year we released a new version of our self-help automated troubleshooting service to replace Fix it Center Pro (FICP) – which replaced the older MPSReport tool that was used by Microsoft Support to collect diagnostic data from customers who opened a support incident. Like FICP this new service not only automates the collection of diagnostics data for…


Using Bing for technical instant answers and automated solutions

Bing has been providing factual instant answers (and translation instant answers) for some time now, but recently they added “technical” instant answers for questions about Microsoft products and technologies or technical support issues. My previous team built the content management system that our internal content delivery teams are now using to add technical instant answers to Bing. Here’s…

5

I’m back!

Did anybody miss me? 🙂 After a long hiatus from this blog I’m planning to start posting here again. For the past few years I have been working on Microsoft internal content and knowledge management systems, including a KCS verified knowledge management system used to manage the Knowledge Base. Now I’m working on support and self-help diagnostics and…