Problems with Windows? You have support options

So, you’ve finally been able to install a Windows update from Microsoft and there’s a problem. Where do you go for support and assistance?

Short answer: It depends.

If you are a customer of an enterprise and have a problem with your work computer – whether in the office or remotely – you should have a designated IT administrator or help desk. You either call the help desk or open a trouble ticket and someone will come back to you. Often, they have the tools to remotely connect to your computer and see what’s happening. If the problem is so severe that your machine cannot be fixed, they will install a new computer or redesign your PC using tools like Autopilot to install a new copy of Windows for you.

If you are an IT administrator working for a large company with a premier support contract with Microsoft, you probably have an established process for opening a support ticket with the company. You may even have a dedicated contact for your problem.

But for those of us who don’t have such dedicated resources, what are your options? It depends on which version of Windows you are running.

Recently, Microsoft Program Manager Aria Carly tweeted the following:

FunFact Commercial Subscribers Get ** Free Support ** on Release Preview Channel

(Whether installing via #WUfB, #WSUS, #AzureMarketplace, etc.)

Windows has several releases. If you are a Windows Insider, you participate in a public beta process. This release preview channel gets special treatment for what she’s talking about.

As Carle defines it, “commercial customer” refers to any organization that manages any IT admin device through Microsoft Endpoint Manager or any other management solution or a premium license (Pro +).

He noted that any issues with Windows 11 22H2 that are now considered release previews could open a support case. (Note: Although these are considered beta, they receive security updates; therefore, I do not recommend running your entire firm in pre-release; it is a good idea to try out beta versions of some of your computer.) This insider version has been seen to run all their machines to stay ahead of the curve.

When running these preview versions, it’s a good idea to go to the Windows Feedback app and find a bug – and upvote – to find you there. This will ensure that Microsoft gets more information about the number of affected customers.

If you want to see a great primer for managing Windows updates using WSUS or Cloud Update Management, I highly recommend this recorded session from Carly: “Managing Windows Updates in the Cloud.”

What if you run official, published versions of Windows 10 or 11? I will first avoid using the Feedback App to report any bugs you find after a troublesome security update. This application is ready for beta testing, no problem with the released versions of Windows 7 Instead, you may want to open an official support case, or check online to see if others are reporting the problem. It’s important to remember to review the areas where Microsoft officially acknowledges the issues.

For Windows, that location is on both the Windows Health Release Dashboard as well as the Microsoft 365 version of the dashboard. For the office, you may want to check the resources on the problem site known in the office And to review the problem that you are having, others are having the same problem, I recommend several positions.

First, I must acknowledge that there is a preference for the following two resources: PatchManagement listserve, which is hosted on a Google GroupsListerve and includes many IT administrators from small to large (I am a volunteer moderator) and Askwoody Company. com, where many individual users post about patch issues. Another resource that Microsoft monitors for reporting side effects is on Reddit’s rWindows 10 forum. Every month a thread is posted where users and IT administrators report problems they see. (You can post in Microsoft’s own reply forum for Windows and Office, or try other support options, including wizards and chat.)

If you can open a support case with Microsoft, be aware that if a bug is caused by a security patch – and Microsoft fixes the issue later – you will need to provide a credit card to open the case; If Microsoft acknowledges the problem, it will reimburse the cost.

Finally, if a trusted coworker or friend can remotely access your computer to help you, there are several tools they can use. One of the easiest ways to do this is to use Microsoft’s built-in Quick Assist for Windows 10. You’ll need to update it through the Microsoft Store, so you need to have a Microsoft account now, but it’s still an easy way to get help. From others that you believe.

Bottom line: help and support with Microsoft issues Is Available whether you are a business customer or an individual user. Review your options before you need help, so when problems arise, you’ll know where to go first.

Copyright © 2022 IDG Communications, Inc.

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