Microsoft KB Archive/926079

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Frequently asked questions about the Microsoft Support Diagnostic Tool (MSDT)

Article ID: 926079

Article Last Modified on 2/13/2007



APPLIES TO

  • Customer Service and Support Information



INTRODUCTION

This article answers some of the frequently asked questions (FAQs) about the Microsoft Support Diagnostics Tool (MSDT). MSDT is a data collection service for computers that are experiencing problems with the following operating systems:

  • Microsoft Windows 2000
  • Microsoft Windows XP
  • Microsoft Windows Server 2003
  • Windows Vista
  • Microsoft Windows Server "Longhorn" Beta 2

Microsoft support uses the information that MSDT collects to analyze and to determine the correct resolution to problems that you are experiencing on the computer.

MORE INFORMATION

Q1: Is the data that MSDT collects secure from unauthorized use?

A1: Yes. For more information, visit the following Microsoft Web site

Q2: How does MSDT change my system configuration?

A2: MSDT only collects information about the operating system.

However, MSDT may change the configuration of the computer. For example, MSDT may enable debug-related logging and then require that you reproduce the problem that you are experiencing. MSDT may also enable diagnostics that collect additional information about the problem. Contact the Microsoft support engineer for more information.

Q3: Which components and files remain on the computer after MSDT uploads files to Microsoft?

A3: The following files remain on the computer if you are running Windows 2000, Windows XP, or Windows Server 2003:

  • The MSDT tools that you downloaded. These tools are stored in the <GUID #>.CAB file in the %windir%\system32\odctools folder.
  • Msdcode.dll. This file is an ActiveX control that is used to securely transfer files to Microsoft. This file is stored in the %windir%\system32\msdcode.dll folder.

All the files that MSDT creates in the %temp%\~odc folder during data collection are deleted when you send those files to Microsoft. These files are also deleted when you select the No, do not send the files to Microsoft option in the Send files to Microsoft window.

If you exit Windows Internet Explorer during data collection, after data collection has begun, or after data collection is completed, some files may remain in the %temp%\~odc folder.

If you are running Windows Vista or Windows Server "Longhorn" Beta 2, all diagnostic tools that you download are deleted after you finish running MSDT.

Q4: How can I obtain a copy of the files that I send to Microsoft?

A4: If you are running Windows Vista or Windows Server "Longhorn" Beta 2, click the Save a copy of the data check box before you select the Send files to Microsoft option.

If you are using an earlier version of Windows, follow these steps:

  1. Before you select the Send files to Microsoft option, copy Odc.cab from the %temp%\~ODC folder to a different folder.
  2. If you want a copy of the files after you have sent them to Microsoft, request a copy from the Microsoft support engineer.

Q5: What can I do if MSDT cannot connect to Microsoft?

A5: In some scenarios, a computer that has to be analyzed is unable to directly connect to Microsoft. You can use another computer that has Internet connectivity to download MSDT, save the diagnostics in a single executable file, and then run this executable file on the computer that you want to analyze.

If you do not have another computer available that can connect to Microsoft, ask the Microsoft support engineer to send you Msdt-portable.exe as a stand-alone executable file. Then use Msdt-portable.exe to gather diagnostic data from the system, and send the CAB file that is generated to the Microsoft support engineer.

A computer may be unable to connect to Microsoft because its proxy settings are incorrect. To resolve this issue, follow these steps:

  1. In Internet Explorer, point to Tools, and then click Internet Options.
  2. On the Connections tab, click LAN Settings.
  3. Under Automatic configuration, click to select the Automatically detect settings check box. If this does not resolve the problem, click to select the Use a proxy server for your LAN check box, and then type the correct address and port.

Q6: What do I do if MSDT does not run correctly?

A6: You may encounter one or more of the following problems when you try to run MSDT:

  • MSDT cannot gather data from a local computer.
  • MSDT cannot create the Odc.cab file.
  • MSDT runs, but it does not gather all the data that you specified.

These problems may occur because you try to run MSDT on a computer that has an earlier version of MSDT installed on it. To resolve this problem, follow these steps:

  1. Close all Internet Explorer browser windows.
  2. Click Start, click Run, type regsvr32 msdcode.dll /u, and then click OK.
  3. Delete Msdcode.dll from the %windir%\system32 folder.
  4. Delete or rename the %windir%\ODCTOOLS folder.
  5. Open the URL that you received in the e-mail message from the Microsoft support engineer.

Q7: Does MSDT run correctly on a localized version of the Windows operating system?

A7: MSDT runs correctly on a localized version of Windows. However, only the English version of MSDT is currently available. Therefore, you should select an English language locale as your location.

Q8: Why do I receive the following error message when MSDT tries to collect data from my computer, or why does MSDT stop responding?

Problems with the Web page might prevent MSDT from being displayed properly or functioning properly. In the future, you can display this message by double-clicking the warning icon in the status bar.

Additionally, MSDT may stop responding in the Collecting data from this computer window and does not continue past a 0 percent status. When you click See details of files, nothing happens.

A8: This problem does not occur if you are running Windows Vista or Windows Server "Longhorn" Beta 2.

If you are using an earlier version of Windows, follow these steps to resolve this problem:

  1. Close all Internet Explorer browser windows.
  2. Click Start, click Run, type regsvr32 msdcode.dll /u, and then click OK.
  3. Delete Msdcode.dll from the %windir%\system32 folder.
  4. Delete or rename the %windir%\ODCTOOLS folder.
  5. Open the URL that you received in the e-mail message from the Microsoft support engineer.

Q9: When I try to start MSDT on Windows Vista or Windows Server "Longhorn" Beta 2 by clicking Data Collection on the MSDT Web page, why do I receive the following error message?

Your current security settings do not allow this file to be downloaded.

A9: This problem occurs because the Internet Explorer security zone File download option is set to Disable.

Q10: Do I have to have administrative credentials to run MSDT on a client computer?

A10: If you are using Windows Vista or Windows Server "Longhorn" Beta 2, you must have administrative credentials to run MSDT.

If you are using Windows 2000, Windows XP, or Windows Server 2003, you must have administrative credentials to install the Msdcode.dll ActiveX control on a client computer. After you install the ActiveX control, any user can run MSDT on a client computer.

MSDT uses the credentials of the user who is logged on. To guarantee that all information can be correctly collected, log on with administrative credentials when it is possible. If you do not log on with an account that has administrative credentials, MSDT may not have access to all necessary data. The Microsoft support engineer determines the type of permissions that you must have to resolve this issue.

To install MSDT on the client computer as a user who has administrative credentials, follow these steps:

  1. In your Internet browser, open the URL that you received from the Microsoft support engineer.
  2. Confirm your region location, and then click Continue.
  3. Click This computer is experiencing the problem, and then click Continue.
  4. On the Terms and Conditions page, click I accept.
  5. On the Collect data from this computer page, click Start Collection to download the Msdcode.dll file.

Q11: How do you start MSDT on a Server Core installation of Windows Server "Longhorn" Beta 2?

A11: A Server Core installation of Windows Server "Longhorn" Beta 2 does not have browser capability. Therefore, you must start MSDT manually. To do this, follow these steps:

  1. Click Start, click Run, type Msdt.exe and then click OK.
  2. Type your pass key, and then click OK.

Note To obtain the pass key value, visit the MSDT Web site, or contact the Microsoft support engineer.

Q12: What should I do if I receive the following error message when I run a manifest on Windows Vista or on Windows Server "Longhorn" Beta 2?

Microsoft Support Diagnostic Tool encountered a problem
The system cannot find the file specified.
Error code: 0x80070002
Windows will automatically delete any data that has been collected. For more information, visit the Microsoft Support Diagnostic Tool page on the Help and Support Web site.

A12: You may receive this error message if you click A different computer on the Which computer has a problem? page. This option is not supported in Windows Vista or in Windows Server "Longhorn" Beta 2. Instead, click This computer to collect diagnostic data from the local computer.

You must upgrade to Windows Vista build 5600 (Windows Vista RC1) or a later version to use the A different computer option.

Notice

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