Microsoft KB Archive/146910

AnswerStation 1.0 Answers.txt File

Article ID: Q146910
Creation Date: 19-FEB-1996
Revision Date: 20-FEB-1996 The information in this article applies to:

Microsoft Windows 95

SUMMARY

This article contains a copy of the information in the Answers.txt file included with Microsoft AnswerStation 1.0.

MORE INFORMATION

               Microsoft AnswerStation 1.0 README
                          February 1996
      --------------------------------------------------------
            (c) Copyright Microsoft Corporation, 1995-1996

HOW TO USE THIS DOCUMENT

To view Answers.txt on screen in Notepad, maximize the Notepad window.

To print Answers.txt, open it in Notepad or another word processor, and then use the Print command on the File menu.

CONTENTS

WHAT IS MICROSOFT ANSWERSTATION? WHAT CAN THE SUPPORT ENGINEER DO? TOOLS INCLUDED WITH ANSWERSTATION? WHAT DO I NEED TO USE ANSWERSTATION? UNINSTALL HOW DO I REACH AN ANSWERSTATION EQUIPPED ENGINEER? OPERATING TIPS

WHAT IS MICROSOFT ANSWERSTATION?

Microsoft(R) AnswerStation is a support environment that can make it faster and easier for you to get the technical support you need. If you have Windows(R) 95 and a VoiceView(R)-capable modem, AnswerStation can collect and transmit system and diagnostic information from your machine to

the Microsoft Technical support engineer you are working with during your support call. The information can be exchanged at the time you call in for support. You won't need two phone lines, and the engineer won't have to hang up and call you back. The special tools provided by AnswerStation help

Microsoft support engineers solve your issues faster.

This direct link between your computer and the support engineer eliminates communication problems which can arise because of "blind spots" that occur when the engineer does not have complete information about your computer. The engineer can, with your permission, view system configuration parameters and other information critical to the proper operation of your computer. AnswerStation does not give a support engineer the ability to access information on your computer without your permission and knowledge. Information about your programs or computer is kept in confidence by your support engineer. Refer to the AnswerStation license agreement for further details.

In addition, the AnswerStation Transaction Log shows you each step the support engineer is taking to isolate and fix your problem. If you are uncomfortable with the actions of the support engineer shown on the AnswerStation screen, you can cancel the connection to your machine by clicking on the Disconnect button. If you are in "voice" mode, you may also simply ask that the support person disconnect from your machine. Once you or the engineer hangs up, it is no longer possible for the engineer to access your computer.

Because AnswerStation lets the support engineer gather information directly from your computer, you don't waste the time its takes to read over the phone information about your computer, or to activate or manipulate files for transfer.

Microsoft and Windows are registered trademarks of Microsoft Corporation in

the United States and/or other countries. VoiceView is a registered trademark of Radish Communications, Inc.

WHAT CAN THE SUPPORT ENGINEER DO?

Once you grant permission for the Microsoft support engineer to access you computer, the engineer, with your knowledge, can do the following:

   1. Read and change information in your system registry.  The
      registry contains information about your computer configuration.

   2. Obtain a detailed report about the hardware installed on your
      machine and how it is configured.

   3. Check files that are installed with Microsoft products to make
      sure they are not corrupt or out of date.

   4. Get the version information for software on your machine.  The
      engineer can only do this if they know the exact name and
      location of a file.

   Send a file to you.  The engineer will let you know where the
   file will be located on your machine.  The log screen will show
   you the name of the file being sent.

   6. Get a file from your machine.  The engineer can only do this if
      they know the specific directory and name of the file to bring
      over. The log screen will show you the name of the file the
      engineer is retrieving from your machine.

   Send you a Knowledge Base article from the Microsoft Knowledge
   Base.

   Exchange information, such as code samples or parts of a log
   file via the clipboard.

TOOLS INCLUDED WITH ANSWERSTATION

Microsoft AnswerStation provides several tools that you can use even if you do not have a VoiceView modem. You can find these under the AnswerStation Tools menu. The included tools are:

Emergency Recovery Utility

The Emergency Recovery Utility backs up all important system configuration files. It makes a complete backup of your system's registry.

Configuration Backup

The Configuration Backup Utility makes a partial backup of your system's registry.

Log View

The Log View Utility lets you view Windows 95 system log files.

Other Tools

The Tools menu has links to other Windows 95 software, such as Scandisk or control panel, that might be useful to you when troubleshooting a problem or configuring your system either on your own or with the help of a support

engineer.

WHAT DO I NEED TO USE ANSWERSTATION?

You can use AnswerStation only when the Microsoft Windows 95 operating system is installed on your computer. For information on installing Windows 95, see your Microsoft Windows 95 User's Guide.

In order to get the full benefits of AnswerStation, you also will need a VoiceView-capable modem connected to either a standard analog phone line or

to a digital phone with analog capability. A common method of providing analog capability to a digital phone is through a device called a digital enabler.

To verify that you have the necessary hardware and software installed in Windows 95, press the Start button. From the Programs menu, point to Accessories. A menu item called File Transfer will be listed if a VoiceView modem has been correctly installed in your computer.

If Microsoft File Transfer is not installed on your computer you should consult your modem documentation or contact your hardware vendor to make sure that your modem is VoiceView capable. Normally, Microsoft File Transfer is installed when a VoiceView modem is installed on a computer. If

you are certain your modem is VoiceView capable, but Microsoft File Transfer is not installed, you may be able to configure your modem as a generic VoiceView modem. If you have Windows 95 on CD, you have the files you need to do this. If you have Windows 95 on disk, the files can be obtained from Microsoft's online services. Consult the Microsoft Knowledge Base article, Q140648 - "Microsoft File Transfer Available for Floppy Disk Users" for details.

To configure you modem as a generic VoiceView modem:

Click the Start button, point to Settings, and then click Control Panel.

2. Double-Click the Modems Control Panel.

3. Click on your VoiceView modem and then click Properties. Make
```
      a note of the Name of your modem and the Port being used, then
      click OK.
```
4. Click on your modem again then click Remove.

5. Click Add.

6. On the Install new modem dialog, click Other.

7. Click on "Don't detect my modem; I will select it from a list."

8. In the Manufactures section, click VoiceView Modem Types.

9. Click the description that matches your modem speed.

10. Click on the port your modem is using.

UNINSTALL

Uninstalling Microsoft AnswerStation

To remove Microsoft AnswerStation from your computer:

Click the Start button, point to Settings, and then click Control Panel.

2. Double-Click the Add/Remove Programs icon.

3. Click on Windows Setup.

4. Click AnswerStation, and then click OK.

STARTING ANSWERSTATION

Microsoft AnswerStation can be started either in stand-alone mode, or it can be remotely started by the support engineer after a voice telephone connection has been established. The primary benefit of starting AnswerStation in stand-alone mode is to make available the diagnostic applications listed under the 'Tools' menu.

To start AnswerStation in stand-alone mode:

   1. From the Windows desktop, click the Start button.

   2. Point to Programs/Accessories/System Tools. Click the
      AnswerStation icon.

The support engineer can only start AnswerStation remotely if the Microsoft File Transfer application is running on your machine. When Windows 95 recognizes that a VoiceView modem is being installed, the Microsoft File Transfer application is installed and Microsoft File Transfer is configured to be started whenever you start Windows 95. If Microsoft File Transfer is running on our computer when the support engineer connects to your machine during a call, the AnswerStation software will automatically start on your machine. If File Transfer is not running,

you can start AnswerStation by following the instructions for starting in stand-alone mode.

HOW DO I REACH AN ANSWERSTATION EQUIPPED ENGINEER?

Microsoft is ready now to support Windows 95 customers in the U.S. using AnswerStation. As we learn more about using AnswerStation in our call center, we will look at applying the technology to the support of other Microsoft applications. Additional information will be posted on the Microsoft support site at www.microsoft.com/support as it becomes available.

In order for a Microsoft support engineer to use AnswerStation during your support call, call Microsoft technical support on the telephone that is connected to your VoiceView capable modem. There is no special number to call. Just call for support as you normally would.

Once you call, there are three ways to get to an engineer who can offer support using AnswerStation:

   1. If you have already registered your product, and enter your
      Product ID number to automatically route into the support queue,
      you will now receive an option to go to an AnswerStation
      equipped engineer.

   2. If you have not already registered your product, you should ask
      the Customer Service Representative you speak with to connect
      you to an AnswerStation engineer.

   3. If you forget the first two options, an engineer in the support
      queue you go to will have the option of transferring you to an
      AnswerStation engineer.

OPERATING TIPS

POTENTIAL TELEPHONE LINE AND MODEM CONFLICTS
Starting or using programs that affect modem or serial port functions may disrupt AnswerStation operation. If the telephone line used by the AnswerStation modem is equipped with a 'call waiting' feature, disable call waiting before an AnswerStation connection is initiated. Fax or other telephone-related applications should have the answer mode disabled or configured for manual operation during the time AnswerStation is being used. Some fax software, for example, may interpret the data/voice mode switching process used by AnswerStation as an incoming fax message.

REGISTRY BACKUP LIMITATIONS
The Configuration Backup Utility that is used when the support engineer backs up your system registry does not save every component of the registry. Only keys, values, and data for the HKEY_USERS and HKEY_LOCAL_MACHINE branches of the registry are saved. If more than one person uses your computer, individual configuration parameters may be lost if an unexpected failure occurs in the HKEY_USERS branch during a support call. If a problem occurs in your registry, you may need to reinstall some application software or reset some of your settings. It is a good idea to create a backup of your system configuration using the Emergency Recovery Utility.

THE INFORMATION PROVIDED IN THE MICROSOFT KNOWLEDGE BASE IS PROVIDED "AS IS" WITHOUT WARRANTY OF ANY KIND. MICROSOFT DISCLAIMS ALL WARRANTIES, EITHER EXPRESS OR IMPLIED, INCLUDING THE WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE. IN NO EVENT SHALL MICROSOFT CORPORATION OR ITS SUPPLIERS BE LIABLE FOR ANY DAMAGES WHATSOEVER INCLUDING DIRECT, INDIRECT, INCIDENTAL, CONSEQUENTIAL, LOSS OF BUSINESS PROFITS OR SPECIAL DAMAGES, EVEN IF MICROSOFT CORPORATION OR ITS SUPPLIERS HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. SOME STATES DO NOT ALLOW THE EXCLUSION OR LIMITATION OF LIABILITY FOR CONSEQUENTIAL OR INCIDENTAL DAMAGES SO THE FOREGOING LIMITATION MAY NOT APPLY.

KBCategory: kbreadme
KBSubcategory: win95
Additional reference words: 95