Microsoft KB Archive/163173

WD97: Word 97 Support Guidelines

Q163173

The information in this article applies to:

Microsoft Word 97 for Windows

SUMMARY

This article contains the Word support guidelines for Word 97.

MORE INFORMATION

WORD SUPPORT GUIDELINES 97

Section 1: Setup

The following examples are within guidelines for Setup support:

Assist in the installation of Word as either a stand-alone or network application, as explained in the user documentation.
Assist in the installation and troubleshooting of printer and video drivers that Microsoft ships or supplies on electronic services.
Perform general hardware checks and review of configuration files.
Check distribution media integrity using ScanDisk.
Modifying the backup copy of the Wrd97.stf file. Only modify options that can normally be changed by a user during a standard installation of Word.
Make changes to operating system files (.ini files or registry) via the user interface or the NIW tool whenever possible. If this is not possible, a limited number of changes can be done manually after making a backup copy of the affected file (reg.dat, system.dat, user.dat, .ini file). See Q132332 "Backing Up The Registry or Other Critical Files" in the OPENV roll-up.

The following examples are beyond guidelines for Setup support:

Support installation on operating systems not listed on the box if the issue is determined to be operating system specific.
Support modification of any setup file other than WRD97.stf.
Rewrite the entire WRD97 STF file to achieve a specific configuration.
Modify a system file without first making a backup copy of the file. This includes *.bat, *.sys, *.ini, and *.dat files.
Q114800 can serve as a general guideline for troubleshooting Operating Environment issues. Topics outside of this article should be handled by the appropriate OS group.

Section 2: Macro/VBA

The following examples are within guidelines for Primary Macro/VBA support:

Explain the syntax or parameters of any built in VBA or macro command including examining problem line of code for correct syntax only.
Determine if the customer problem is the result of a bug. Supply any workarounds documented in the KB.
Identify bugs in the WordBasic-to-VBA conversion. This includes identifying particular lines of code that convert incorrectly but does not include troubleshooting programming logic issues that cause a macro to function incorrectly.
Describe functionality and features of the VBA Editing Environment including the object browser, macro recorder, Help files, debugging and code management tools.
Explain basic concepts involved in debugging VBA procedures such as stepping through macro code.
Determine if the customer's problem can be solved by an existing sample macro then fax KB samples when available.
Demonstrate how to use the macro recorder to automate simple tasks.
Refer customers with more complex code requirements to:

  Office Developer Consulting         Solution Providers
  ---------------------------         ------------------

  1-800-936-5200. In depth            Directory available from
  programming assistance.             1-800-426-9400.
  $195/hour for up to 24 hours.       Part number 098-54327
                                      Web site:
                                      http://www.microsoft.com
                                      /corporate_solutions/

  Help Files                          Microsoft Office Developer
  ----------                          --------------------------

  Contents\Getting Help               Web site:
                                      http://www.microsoft.com/officedev

  Internet Newsgroups
  -------------------

  Web site:
  http://support.microsoft.com
  /highlights/news.asp

  Microsoft Authorized Training       MS Press Books
  -----------------------------       --------------

  (800) 426-9400                      (800) MSPRESS or (800) 677-7377

  Word Product Web Page
  ---------------------

  http://www.microsoft.com/word/

The following examples are within guidelines for Office Developer (paid) Macro/VBA support:

Create and describe up to 5 lines of code that are specific to a customer's problem in a sample macro. This does not include editing or modify an existing customer macro.
Demonstrate and explain examples of inter-application programming techniques such as OLE Automation.

The following examples are beyond guidelines for Macro/VBA support (except as noted above for OD support):

Debugging customer VBA code including identifying logic errors.
WBODBC.WLL and CAPI are supplied as is. Limited support is available on the Consulting Office Developer Line at $195 per hour.
Syntax support for API calls are available through the paid Office Developer support option.
Write VBA procedures specific to a customer's application.
Create custom workarounds to known Bugs.
Support undocumented commands or command usage.

Section 3: OLE Automation and DDE

The following examples are within guidelines for OLE/DDE support:

Interpret and explain syntax, connectivity, functionality, and purpose of Dynamic Data Exchange (DDE) and Object Linking and Embedding(OLE).
Direct customers to Help and KB articles which include sample actions involving Microsoft products (for example: Access, Excel, and PowerPoint).

The following examples are beyond guidelines for OLE/DDE support:

Troubleshoot DDE/OLE issues that cannot be demonstrated between Word and another Microsoft application.

Section 4: ActiveX Controls

The following examples are within guidelines for ActiveX support:

Ensure the proper installation of the ActiveX controls shipped with the version of the product the customer is using. For example, the items on Word's "Control Toolbox" toolbar.
Demonstrate the functional usage of a control by creating a new document and inserting the control.
Describe the properties (right click, properties) and events (double click to see the code window) associated with ActiveX controls.

The following examples are beyond guidelines for ActiveX support:

Assist customers with ActiveX controls that are not part of the shipping product, or are different versions of the control than were shipped with their version of the product.
Assist customers in manually registering ActiveX controls or editing the registry.
Write custom code for a customer's application. ActiveX control creation is C++ and Visual Basic version 5.0 and above programming and support is provided by Developer Support.
Troubleshoot the functioning of third party controls.

Section 5: WordMail

The following examples are within guidelines for WordMail support:

Determine if the customer's email functions without WordMail. Send a test message to yourself using the email client without WordMail running. If the feature does not function in the email client, refer the customer to the correct support option for their email client.
Determine if WordMail is installed correctly including registry settings, win.ini settings and reinstallation of the WordMail feature.
Usage, customization and creation of Email templates including toolbar customization and creating and using an AutoSignature.
Troubleshoot File/Send and Routing features within Word.
Describe feature set such as Word editing features as well as limitations of the editing environment.

The following examples are beyond guidelines for WordMail support:

Troubleshoot Internet connection problems.
Troubleshoot mail problems that exist when WordMail is not running.
Assist with Exchange settings such as Profile creation, message storage or mail administration issues.

Section 6: ODBC

The following examples are within guidelines for ODBC support:

Ensure that the ODBC driver is installed properly.
Determine if the customer can connect with another tool, preferably a non-ODBC tool.
Identify bugs related to ODBC drivers and connectivity.

The following examples are beyond guidelines for ODBC support:

Troubleshoot connection problems with non-Microsoft supplied ODBC drivers.
Troubleshoot SQL syntax in through ODBC connectivity.

Section 7: Internet

The following examples are within guidelines for Internet, Internet Assistant and Publish to the Web Wizard support:

Demonstrate creation of a hyperlink field in a document.
Explain different parts of a hyperlink data field (displaytext, address) and how to edit them.
Explain use of the hyperlink base property, and demonstrate using www.microsoft.com.
Verify that the customer can get to a generic URL (www.microsoft.com) by typing it in the address line of the customer's browser.
Explain how images interact within the HTML editor and Web page creation process.
Accept and document HTML conversion bug reports. This would include determining if Word is saving valid HTML as verified by Microsoft Internet Explorer.

The following examples are beyond guidelines for Internet, Publish to the Web Wizard support:

Troubleshoot problems where the customer modified the registry to create custom links on the Microsoft on the Web menu.
Functionality for items such as the SUBMIT ActiveX control. This should be supplied by the customer's ISP in the form of a CGI or VBScript program.
Troubleshoot any HTML the customer creates or modifies.
Troubleshoot the customer's Web server or Internet connection problems.
Support Web Find Fast (part of office support).
Support of any scripting language syntax like VBScript and JavaScript

Section 8: Shipping Templates and Wizards

The following examples are within guidelines Templates and Wizards support:

Describe formatting options used to create document layout in all shipped templates.
Explain and demonstrate macro functionality used to automate shipped template document layout. For example, describe the macros used to update the form fields in the Invoice template.
Assist customer in modifying formatting and layout options via the user interface in shipping templates.
Support professionals should provide the same level of support for templates distributed on the Microsoft Web Word product Web page.

The following examples are beyond guidelines Templates and Wizards support:

Modifying supplied template macros.
Customizing templates beyond what is documented in the KB. Do check the KB for examples of common requests. For example, Q117705 describes how to add a row to Invoice.dot.

Section 9: Add-ins, ValuPack items, Third Party

The following examples are within guidelines for Add-ins, ValuPack and Third Party:

The following ValuPack components are supported by Word support professionals. Support professionals should be able to install, explain functionality of and troubleshoot items in the following folders:
Check the KB for known conflicts, bugs or support contacts for any third party add-ins.
Refer customers to the ValuPack.hlp file for full explanation and support information of ValuPack items.
Word support professionals support PhotoEditor. Some resources include the PhotoEditor Help files, KBQuery articles with the keyword "photo editor", and the training documentation.

The following examples are beyond guidelines for Add-ins, ValuPack and Third Party support:

All third-party items such as the Avery Label Wizard and WOPR are supported by the vendor. Consult the application's help file for support contact information.
Consult Q113962 to determine which Microsoft product group supports the various Applets shipping within Office. Resources for the ones supported for Word include the OLEAPPS keyword in the CROSSPRD database as well as online help topics.

Additional query words: 1.0 1.10 1.1a 2.0 2.0a 2.0a-CD 2.0b 2.0c 3.0 3.01 3.02 4.0 5.0 5.10 5.1a 6.0.1 6.0.1a 6.0 6.0a 6.0c 7.0 7.0a boundaries boundary policies policy winword macword word1 winword1 word2 winword2 word6 word7 word95 word8 word97

Keywords : kbpolicy
Issue type : kbinfo
Technology : kbWordSearch kbWord97 kbWord97Search kbZNotKeyword2