Windows 95 Self-Help and Online Support Options

• Microsoft Windows 95

SUMMARY

This article outlines self-help support options available for Windows 95 users.

MORE INFORMATION

Many of the self-help support options mentioned in the this article make reference to the Microsoft Knowledge Base and the Microsoft Software Library. Below is a brief description of each.

Microsoft Knowledge Base:

The Microsoft Knowledge Base is the same database that Microsoft Support Engineers use to provide you with answers over the phone. The database contains more than 50,000 detailed articles with technical information about Microsoft products, bug and fix lists, documentation errors, and answers to the most commonly asked technical support questions.

Microsoft Software Library:

The Microsoft Software Library contains hundreds of free software add-ons, bug fixes, peripheral drivers, software updates, and programming aids. Included in the library are two Windows 95 Help files called the Windows 95 Support Assistant, which contains information and troubleshooting advice on pre-setup, setup, and networking, and the Hardware Compatibility List, which lists all the PC systems and peripherals compatible with Windows 95.

Built-in Support

There are a variety of new and enhanced support tools built into Windows 95. These tools are designed to answer many of your questions on how to use Windows 95.

Windows 95 Tour:

When you start Windows 95 you see the Welcome Screen, which contains a Windows Tour button. Choosing this button launches a 10-minute interactive tour that will save you time and quickly get you up and running with Windows 95's new features.

Windows Help System:

You can find the answers to many of your questions about using Windows 95's new features right on the Start button. The Windows 95 online Help system is vastly improved over earlier versions and is much more task oriented. The new Windows 95 online Help system has jumps that take you directly to features being described and the Help window remains on the screen to provide you a continual source of reference. The Windows 95 Help system contains Wizards that direct you through such operations as installing printers and establishing Dial-Up Networking connections. The new Help file also contains troubleshooting guides and tips and tricks on how to use Windows 95.

Question Mark Buttons:

Many dialog boxes in Windows 95 contain a question mark button that you can use to get information about any item in the dialog box. When you click this button, the cursor changes to a context help pointer. You can then point to any item in the dialog box that you want information about and click it. When you do, Windows 95 displays a detailed description of the item.

Read Me Files:

When you install Windows 95, Setup copies several Read Me files to the Windows 95 folder. These Read Me files contain complementary or late- breaking information that supplements the Microsoft Windows 95 documentation.

Windows 95 Resource Kit:

An online version of the Microsoft Windows 95 Resource Kit and some of the tools included with the Resource Kit are included on the Windows 95 CD-ROM (in the Admin\Reskit\Helpfile folder) and in the CD-ROM Extras for Microsoft Windows 95 Upgrade. The CD-ROM Extras for Microsoft Windows 95 Upgrade includes many files that are included in the CD-ROM version of Windows 95, but not in the floppy disk version. If you have the floppy disk version of Windows 95, please see the following Microsoft Knowledge Base article for information about obtaining the CD-ROM Extras for Windows 95 Upgrade:

   ARTICLE-ID: Q135315
   TITLE:      CD-ROM Extras for Microsoft Windows 95 Upgrade

You can access the Microsoft Software Library and other technical and support information from the Microsoft Windows 95 home page located at the following World Wide Web (WWW) address:

   http://www.microsoft.com/windows

Support Assistant is a no-cost tool developed by Microsoft's Product Support Services (PSS) organization and the User Education group. Support Assistant runs with Windows 3.1, Windows for Workgroups, and Windows 95, and contains the following content:

• Solutions to the most frequently asked support questions.
• Sections of the Windows 95 Resource Kit describing the use of Windows 95 with NetWare and other third-party networks.
• Over 100 Knowledge Base (KB) articles written by PSS Engineers describing procedures, productivity tips and tricks, and specific product issues associated with Setup and networking with Windows 95.
• Walk-through troubleshooters dealing with Setup, networking, and hardware issues.
• A glossary of Windows 95 commonly used terms.
• A reference guide to products and services available to customers to help them understand and take advantage of Windows 95's special features.

The Windows 95 Software Compatibility List (SCL) lists programs that are compatible with Windows 95.

The Windows 95 Hardware Compatibility List (HCL) contains a list of computer systems and peripherals that are compatible with Windows 95. The HCL lists products that meet the "Designed for Windows 95" logo requirements, which include Plug and Play support and support for 32-bit Windows 95 drivers. The HCL also lists products that are compatible with Windows 95--products that have been tested and work with Windows 95, but do not meet the logo requirements. Finally, the HCL makes clear which device drivers are located on the Windows 95 disks, CD-ROM, or online services.

NOTE: The most current version of the HCL is always located on the following online services as a self-extracting file named HCL95.EXE:

• Microsoft's World Wide Web Site on the Internet

        On the www.microsoft.com home page, click the Support icon.
        Click Knowledge Base, and select the product.
        Enter kbfile HCL95<FILENAME>.EXE, and click GO!
        Open the article, and click the button to download the file.
  

• Internet (anonymous FTP)

        ftp ftp.microsoft.com
        Change to the Softlib/Mslfiles folder.
        Get HCL95.EXE
  

• Microsoft Download Service (MSDL)

        Dial (425) 936-6735 to connect to MSDL
        Download HCL95.EXE
  

   ARTICLE-ID: Q119591
   TITLE     : How to Obtain Microsoft Support Files from Online Services

   http://www.microsoft.com/kb

WinNews is Microsoft's biweekly electronic newsletter that provides up-to- date information about Windows 95 via Internet e-mail. To subscribe to WinNews, send e-mail to Microsoft's list server at the following address:

   enews35@microsoft.nwnet.com

Online Services

If you have a modem and subscribe to a commercial online service, Windows 95 support is readily available via the Microsoft forums.

The Microsoft Network (MSN):

Microsoft's new subscription online service is an excellent place to obtain Windows 95 support. You can access the Microsoft Knowledge Base and the Microsoft Software Library, as well as a list of the most frequently asked questions about Windows 95.

Microsoft Online Institute:

The Microsoft Online Institute (MOLI) is an online interactive learning and information center on MSN that uses a campus paradigm to provide online access to learning materials, instructor expertise, product information, developer articles, user forums, and other resources for Microsoft product and technology information. Users will also find training and support materials on Windows 95 that includes classes, certification information, books, videos, computer-based training titles, white papers, and more. From MSN Central, click the Edit menu, click Other Location, and then type the Go word "moli" in the Go To Service box.

Microsoft Download Service (MSDL):

MSDL is Microsoft's free online Bulletin Board System (BBS). MSDL provides you with easy access to the Microsoft Electronic Technical Library in which you can find sample programs, updated device drivers, software updates, and much more. You can access MSDL 7 days a week, 24 hours a day. To do so, configure your communications package to dial (425) 936-6735 using 1200, 2400, or 9600 bps, no parity, 8 data bits, and 1 stop bit.

Peer Services

User Groups:

If you are interested in conversing with other Windows 95 users, you should consider joining a local user group. User group benefits include:

• Monthly meetings, featuring new product demonstrations.
• User group newsletters.
• Discounts on computer products.
• Access to the Internet and other user group members via a bulletin board.
• Member-to-member technical support, including help lines.

Books and Publications

There are variety of books and publications that can help you learn more about Windows 95.

Introducing Windows 95 - a 95-page book that contains common tasks, visual overviews, a catalog of Windows 95 features, and an illustrated glossary of basic term, including mouse basics.

Microsoft Windows 95 Resource Kit - published by Microsoft Press and designed for the computing and support professional, but equally suited for the intermediate user. The Windows 95 Resource Kit includes more than 1300 pages of essential technical information on installing and supporting Windows 95. In addition to the detailed technical information, it includes a deployment guide, several utilities, and software tools.

Microsoft Press Step-by-Step Series - This series makes it possible for users to learn computer skills outside the traditional instructor-led classroom. Each book comes with a disk that contains every example in the text. By using the practice files and following the instructions in the book, you can learn by doing and can start by applying what you have learned right away. Each lesson takes only from 20 to 45 minutes to complete. For order information, call (800) MS-PRESS (677-7377).

Microsoft Press Windows 95 Series:

• Microsoft Windows 95 Self-Based Study - $29.95 (U.S.) #1-55615-683-9
• Microsoft Visual Basic for Windows 95 Self-Based Study - $29.95 (U.S.) #1-55615- 694-4
• Upgrading to Windows 95 Self-Based Study - $29.95 (U.S.) #1-55615- 816-5

Other Hard Copy Documentation:

The Cobb Group publishes a Windows 95 newsletter that contain tips and information from various sources. For subscription information and availability contact the Cobb Group at (502) 491-1900.

Many book publishers have books about Windows 95. You can find these books in your local bookstore. Here is a brief list of titles from Ziff-Davis Press. We suggest that you visit your local bookstore or call Microsoft Press if you want more information on Windows 95.

• How to Use Windows 95, Ziff-Davis Press
• PC Learning Labs Teaches Windows 95, Ziff-Davis Press
• Be Productive in Windows 95, Ziff-Davis Press
• The Windows 95 Manager's Handbook, Ziff-Davis Press
• Que's First Look at Windows 95, Que
• Unveiling Windows 95, Que
• Understanding Windows 95, New Riders Publishing

Microsoft Windows 95 Migration Planning Kit

The Microsoft Windows 95 Migration Planning Kit, which is available in hard copy and CD-ROM, is designed for the corporate networking professional considering rolling out Windows 95 in the enterprise. This kit includes information on Windows 95's benefits, a deployment guide, a demonstration kit, networking insights, a business analysis tool called Windows 95 System Check (see the "Internet" section in this article), the Windows 95 Resource Kit, and more. For information about obtaining the Microsoft Windows 95 Migration Planning Kit, call (800) 426-9400.

Windows 95 Video Tapes, CBTs, and Audio Cassettes

There are many computer-based training (CBT) programs and video tapes about Windows 95. With computer-based training programs, you learn about Windows 95 right on your computer while video tapes provide a classroom-like environment.

Windows 95 TrainCast

If you are a business or network professional, Value-Added Reseller, or even an interested user, you can learn more about rolling out Windows 95 in the enterprise environment by obtaining video tapes of Microsoft TV's Windows 95 TrainCast series. The TrainCast series will help you plan and implement the deployment of Windows 95 by highlighting major features, illustrating usability features and different methods of installation, and demonstrating networking tools. For additional information about the Windows 95 TrainCast video tapes contact Microsoft TV at (800) 597-3200 or send Internet e-mail to mstv@microsoft.com.

Microsoft Windows 95 TrainCast titles include:

• Windows 95 for the IS and Network Professional
• Reducing Support Costs with Windows 95
• Setup, Installation, and User Interface Support Issues
• Networking with Windows 95, Including Printing
• Windows 95 and NetWare
• Remote Connectivity with Windows 95
• Windows 95 Systems Administration and Tools
• Windows 95 Support, Beta Issues, and Migration

Third-Party Support Materials

You can obtain Windows 95 training in the form of videos and multimedia computer-based training from the following independent vendors. Microsoft is providing this information in the interest of providing a complete picture of available support options for Windows 95. It is not Microsoft's intention to single out any particular vendor providing support. If you are interested in any of these third-party products, please contact the vendor directly.

Norton Utilities for Windows 95:

The new System Doctor will examine the hard disk, repair disk-related problems, and identify and recommend the removal of duplicate files to create more disk space. After installation Norton Utilities will also monitor your system. For more information call Symantec at (800) 441-7234 or (541) 334-6054.

Touchstone: Win '95 Advisor:

Win '95 Advisor advises you on issues prior to installation that could effect your migration and makes recommendations. The software rates various components of your system and recommends upgrades if necessary. The software also generates a pre-installation checklist and scans for incompatibilities and inefficient use of disk space. For more information call Touchstone at (800) 531-0459 or (714) 969-7746.

User/Corporate Training:

Class Act Multimedia, www.Itsnet.com/classact/win95/win95ns.html Format = CBT (800) 235-3276 (801) 221-9400

CRT Multimedia Format = CBT 44-181-749-7074 (Fax) 0181-740-0020

CBT Systems, available on the Microsoft Online Institute (see the "Internet" section of this article) Format = CBT (800) 205-7531 (425) 222-7811

Good Times Entertainment Format = VT (416) 756-9927 (Fax) (416) 756-3905

Graphix Zone Format = CBT (714) 833-3838 (800) 828-3838

Individual Software Format = CBT and floppy disk 800-822-3522 (510) 734-6767

Winstruct Software Training Format = VT (800) 242-4842

J3 Learning Format = VT, CBT (800) 532-7672 (612) 930-0330

Micro Video Learning Systems Format = VT (800) 231-4021 (212) 777-9595

National Education Training Format = CBT (800) 526-0452 (708) 369-3000

Personal Training Systems Format = CBT, AC (800) 832-2499 (415) 462-2100 www.ptst.com

ViaGrafix Format = VT (800) 842-4723 (918) 825-6700

VT = video tape CBT = computer-based training (CD-ROM or floppy disk) AC = audio cassette

CD-ROM Based Support

If your computer is equipped with a CD-ROM drive, you can subscribe to one of Microsoft's monthly technical information CD-ROMs.

Microsoft TechNet:

Microsoft TechNet is the front-line resource for fast, complete answers to technical questions on Windows 95 and other Microsoft products. On each Microsoft TechNet CD-ROM you will find the Microsoft Knowledge Base, Microsoft Software Library, the Windows 95 Resource Kit, white papers, networking information, and other valuable and strategic information. An annual subscription to Microsoft TechNet costs $295 for a single-user license and $695 for a single-server unlimited-users license. To order Microsoft TechNet call (800) 344-2121.

Microsoft Developer Network:

The Microsoft Developer Network is the official source of toolkits, operating systems, and development-related technical, strategic, and resource information from Microsoft. Level 1 of the Developer Network includes the Developer Library, the Developer Network News, and a dedicated CompuServe forum. Level 2 of the Developer Network incorporates all of the benefits of Level 1 plus the Development Platform, a set of CD-ROMs containing all the Microsoft operating systems and related Software Development Kits (SDKs) and Device Driver Development Kits (DDKs). An annual subscription to Microsoft Developer Network Level 1 costs $195 while Level 2 costs $495. To order Microsoft Developer Network call (800) 759- 5474.

Automated Services

Microsoft FastTips:

You can call Microsoft FastTips, an automated information service, and get quick answers to common technical problems sent to you via fax or U.S. mail. When you call Microsoft FastTips, the first thing you should do is order the FastTips map and the FastTips catalog. The FastTips map provides you with a diagram of the service's many options and will be helpful in getting the most out of the service. The FastTips catalog lists the order numbers for all the technical documents that are available. Once you have the FastTips catalog, you can easily order the technical documents and learn more about Windows 95. To access Windows 95 FastTips, call (800) 936- 4200.

Special Services for the Hearing Impaired

For the hearing impaired, Microsoft offers technical support for all Microsoft products via text telephone (TTY). Microsoft's TTY support is available Monday through Friday from 6:00 A.M. to 6:00 P.M. Pacific time, excluding holidays. To access Microsoft's TTY support, call (425) 635-4948.

Training/Consulting/Certification

Microsoft Authorized Technical Education Centers (ATECs):

Microsoft ATECs are independent education centers that offer Microsoft Official Curriculum courses using Microsoft Certified Trainers. You can receive training on using and supporting Windows 95 through regularly scheduled classes at an ATEC. You can also contract with ATECs to provide customized training at your site. For more information on Microsoft ATECs call (800) 765-7768.

Microsoft Authorized Academic Training Program (AATP):

Microsoft AATP authorizes accredited academic institutions of higher education to offer training and Microsoft Certified Professional testing to students enrolled at that institution using Microsoft-developed course materials and Microsoft-certified trainers. For more information on Microsoft AATP, call (800) 235-8081.

Microsoft Authorized Support Centers (ASCs):

You can receive expert advice and support on implementing Microsoft products in multiple-vendor environments from ASC personnel, a select group of strategic support providers who have partnered with Microsoft. Services include on-site support, integration and implementation services, hardware support, development resources, and more. For more information on Microsoft ASCs call (800) 963-3500.

Microsoft Solution Providers:

You can receive fee-based technical training and support, objective advice, and a wide range of value-added services from Microsoft Solution Providers, a select group of independent developers, consultants, and system analysts who have partnered with Microsoft. Microsoft Solution Providers will help you implement strategies that take advantage of today's powerful new technologies. For more information on Microsoft Solution Providers, call (800) 765-7768.

Microsoft Solution Provider Authorized Training Centers (ATCs):

The Microsoft Solution Provider ATC Program authorizes Microsoft Solution Providers to offer training to individual users of Microsoft products to perform their jobs. Solution Provider ATCs use internally-developed courses and trainers that have passed the applicable Microsoft Certified Professional exams. For more information on Microsoft Solution Provider ATCs, call (800) SOL-PROV.

Microsoft Certified Professional (MCP) program:

The Microsoft Certified Professional program qualifies technical professionals skilled in implementing and supporting solutions with Microsoft products, as demonstrated by their performance on Microsoft certification exams. It helps individuals assess and promote their skills, and provides a benchmark for organizations to use when hiring technical staff, determining training needs, or outsourcing technical services. For more information on the program or to request a Microsoft Education and Certification RoadMap, call (800) 636-7544.

NOTE: All support options, access times, and prices mentioned in the guide are subject to change without notice. Specified support options are available in the United States and will differ across country boundaries.