Microsoft KB Archive/115863

How to Send a File to Microsoft Technical Support Using MSFE

PSS ID Number: Q115863 Article last modified on 11-11-1998

WINDOWS

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The information in this article applies to:

 Microsoft Windows 95 Microsoft Windows NT Workstation version 4.0 Microsoft Windows for Workgroups versions 3.1, 3.11 == Microsoft Windows operating system versions 3.1, 3.11 == 

= SUMMARY =

If you are using a computer running Microsoft Windows this article contains information about how you can use the Microsoft Support File Exchange (MSFE) to upload a file to a Support Engineer in Microsoft Technical Support (MTS). You should use MSFE only when instructed to do so by an MTS Engineer.

This article describes how to use MSFE with:


 * Windows 95
 * Windows NT 4.0
 * Windows 3.1

Use the steps appropriate to your operating system.

= MORE INFORMATION =

If you are running Windows 95 or Windows NT 4.0, use the following procedures to upload a file to MTS using the Microsoft Support File Exchange.

= WINDOWS 95 and WINDOWS NT 4.0 INSTRUCTIONS =

To upload a file to MTS using the Microsoft Support File Exchange, use the appropriate procedure depending on whether or not you have access to the Internet.

If You Have Internet Access
  Connect to http://support.microsoft.com/support/msfe NOTE: Support-related Microsoft Web pages now require you to register. If you are not registered, you will first be asked to do so. Until registered, this link will not work. If you wish not to register, you will be required to access the ftp server manually with your ftp software and not a web browser, or you may use the method below in the “If You Do Not Have Internet Access” section.   Click the hyperlink to send a file to a Microsoft Technical Support engineer.   Follow the instructions provided on this page. If you are prompted for a user name and password, leave the dialog box blank, and click OK. </li></ol>

NOTE: If you receive a name resolution error when you attempt to post the file, you may be attempting to send a file from a location that has an Internet firewall which allows http packets but not ftp. To test for this situation, start the MS-DOS command prompt, and type the following command:

ftp msfe.microsoft.com.

If this command fails to locate the host server, it’s likely that you don’t have ftp support on your network for the Internet or your client machine may not be configured correctly.

Set Terminal Settings
<ol style="list-style-type: decimal;">  Click Start, point to Programs, point to Accessories, and then click HyperTerminal. </li>  Double-click the Hypertrm icon. </li>  In the Connection Description dialog box, type a Name for the connection (such as “MSFE”). Click OK. </li>  To set the correct terminal settings, follow these steps: <ol style="list-style-type: lower-alpha;">  In the Phone Number dialog box, make sure the Country code is set to United States of America. </li>  In the Area Code box, type “425” (without the quotation marks). </li>  In the Phone Number box, type “7044300” (without the quotation marks). </li>  In the Connect Using list, click Standard Modem. </li>  Click OK. </li></ol> </li>  In the Connect dialog box, click Modify. </li>  On the Phone Number tab, click Configure. <ol style="list-style-type: lower-alpha;">  Click the Connection tab. </li>  Verify that Data Bits is 8. </li>  Verify that Parity is None. </li>  Verify that Stop Bits is 1. </li>  Click Advanced. </li> <li> Under Use Flow Control, verify that Hardware (RTS/CTS) is selected. </li> <li> Under Use Error Control, verify that Compress Data is the only check box selected. (This option may not be available for certain modems.) </li> <li> Click OK three times to return to the Connect dialog box. </li> <li> If you are calling from within the 425 area code, and 704-4300 is not long distance for you, and you have Call Waiting on your phone line, follow these steps: <ol style="list-style-type: decimal;"> <li> Click the Dialing Properties button. </li> <li> Click to clear the “This location has call waiting” check box. </li> <li> Click OK. </li> <li> Click the Modify button. </li> <li> Place the insertion point at the beginning of the phone number. </li> <li> In front of the phone number, type &quot;*70,&quot; (without the quotation marks). The phone number should look like this: *70,7044300 </li> <li> Click OK. </li></ol>

NOTE: If you followed these steps, you will need to reselect This Location Has Call Waiting after you have called Microsoft Support File Exchange. </li></ol> </li></ol>

Dial and Log In
<ol style="list-style-type: decimal;"> <li> In the Connect dialog box, select Your Location, and then click Dial. If no information appears on the screen, press ENTER a few times. Your computer dials the phone number and connects you to the Microsoft Support File Exchange system. You should see the following prompt on your screen: LOGIN: FIRST Name or /id => </li> <li> Type the login identification code that you received from the MTS engineer and press ENTER. Your login code will be something like /9. </li> <li> When the following prompt appears on your screen, type Y: WOBU CUSTOMER Is this correct? (Y/N) => </li> <li> When the following prompt appears, type the login password you received from the MTS engineer and press ENTER. Your login password will be something similar to WOBU&quot;2053. Password (dots will echo) => </li> <li> When the following prompt appears, press ENTER: Press ENTER to continue … </li></ol>

Upload Your File
<ol style="list-style-type: decimal;"> <li> You should see a main menu that contains download, upload, or exit options. When the following prompt appears under the menu, type U on your keyboard to select the [U]pload (Send) a File to a Microsoft Engineer option: Enter Selection (D, U, E) => </li> <li> The next screen is the Upload Area. When the following prompt appears, type your first and last name, and then press ENTER: Enter Your REAL Full Name => </li> <li> When the following prompt appears, type the name of the Microsoft engineer to whom you are sending the file, and then press ENTER: Enter the Microsoft Engineer’s Name => </li> <li> When the following prompt appears, type the name of your file, and then press ENTER: Enter the Name of the File You Will Upload. The name must be MS-DOS 8.3 format and must NOT include the PATH => For example, type “my_file.doc” (without the quotation marks) and press ENTER. </li> <li> If the file name is correct, type Y when the following prompt appears: Is the above information correct (Y/N)? </li> <li> When the following prompt appears, type Z to send the file using the ZModem transfer protocol: Transfer protocol (X,C,1,Y,G,Z,Q) => The following prompt appears: Begin Your ZMODEM Upload Procedure NOW! </li> <li> When the above prompt appears, on the Transfer menu, select Send File. The Send File dialog box appears. </li> <li> In the Send File dialog box, click Browse and then select the file you want to send. In the Protocol list, click Zmodem. Click Send to begin the upload process. A status bar appears on the screen that displays the progress of the Send File operation. When the Send File operation is complete, the following message appears on the screen: File reception successful–Press a key to continue </li> <li> After you press a key on your keyboard, the main menu reappears. At the following prompt, type E to select the Exit the Microsoft Support File Exchange System option. Enter Selection (D, U, E) => </li></ol>

Your file has been uploaded to Microsoft Technical Support.

= WINDOWS 3.1 INSTRUCTIONS =

If you are running Windows 3.1, use the following procedures to upload a file to MTS using MSFE.

Set Terminal Settings
<ol style="list-style-type: decimal;"> <li> Start the Windows Terminal program by clicking the Terminal icon in Windows Program Manager (usually located in the Accessories group). </li> <li> Use the following steps to set the correct terminal settings: <ol style="list-style-type: lower-alpha;"> <li> On the Settings menu, click Phone Number. </li> <li> In the Dial box, type “4257044300” (without the quotation marks) and click OK. (The other settings in the Phone Number dialog box do not affect this operation.) </li> <li> From the Settings menu, choose Binary Transfers. Select XModem/CRC (the default setting) and click OK. </li> <li> On the Settings menu, click Communications. </li> <li> Under Baud Rate, select the correct baud rate setting for your modem. Select 2400 bits per second if you don’t know the baud rate. Microsoft Support File Exchange supports up to 14.4K baud. </li> <li> Under Data Bits, select 8 (the default setting). </li> <li> Under Stop Bits, select 1 (the default setting). </li> <li> Under Parity, select None (the default setting). </li> <li> Under Flow Control, select Xon/Xoff (the default setting). </li> <li> Under Connector, select your .COM port. Select “COM1:” if you don’t know which serial port your computer uses. </li> <li> Click to clear both the Parity Check and the Carrier Detect check boxes. </li> <li> Click OK. </li></ol> </li></ol>

Dial and Log In
<ol style="list-style-type: decimal;"> <li> Once you have completed the steps above, click Dial on the Phone menu. Your computer dials the phone number and connects you to the Microsoft Support File Exchange system. You should see the following prompt on your screen: LOGIN: FIRST Name or /id => </li> <li> Type the login identification code that you received from the MTS engineer and press ENTER. Your login code will be something like /9. </li> <li> When the following prompt appears on your screen, type Y: WOBU CUSTOMER Is this correct? (Y/N) => </li> <li> When the following prompt appears, type the login password you received from the MTS engineer and press ENTER. Your login password will be something similar to WOBU&quot;2053. Password (dots will echo) => </li> <li> When the following prompt appears, press ENTER: Press ENTER to continue … </li></ol>

Upload Your File
<ol style="list-style-type: decimal;"> <li> Once you have completed the steps above, you should see a main menu that contains download, upload, or exit options. When the following prompt appears under the menu, type U on your keyboard to select the [U]pload (Send) a File to a Microsoft Engineer option: Enter Selection (D, U, E) => </li> <li> The next screen is the Upload Area. When the following prompt appears, type your first and last name, and then press ENTER: Enter Your REAL Full Name => </li> <li> When the following prompt appears, type the name of the Microsoft engineer to whom you are sending the file, and then press ENTER: Enter the Microsoft Engineer’s Name => </li> <li> When the following prompt appears, type the name of your file, and then press ENTER: Enter the Name of the File You Will Upload. The name must be IBM 8.3 format and must NOT include the PATH => For example, type “my_file.doc” (without the quotation marks) and press ENTER. </li> <li> If the file name is correct, type Y when the following prompt appears: Is the above information correct (Y/N)? </li> <li> When the following prompt appears, type C to send the file using the XModem/CRC transfer protocol: Transfer protocol (X,C,1,Y,G,Z,Q) => The following prompt appears: Begin Your XMODEM-CRC Upload Procedure NOW! </li> <li> When the above prompt appears, click Send Binary File on the Transfers menu. The Send Binary File dialog box appears. </li> <li> In the Send Binary File dialog box, click the drive and folder in which your file is located. Select your file, and then click OK. A status bar appears at the bottom of your screen that displays the progress of the Send Binary File operation. When the Send Binary File operation is complete, the following message appears on your screen: File reception successful–Press a key to continue </li> <li> After you press a key on your keyboard, the main menu reappears. At the following prompt, type E to select the Exit the Microsoft Support File Exchange System option. Enter Selection (D, U, E) => </li></ol>

Your file has been uploaded to MTS.

Additional query words: 6.00 6.00a upload files exchange customer msfe interchange ====================================================================== Platform : WINDOWS Issue type : kbhowto ============================================================================= Copyright Microsoft Corporation 1998.