How to Send a File to Microsoft Technical Support Using MSFE
  
PSS ID Number: Q115863
Article last modified on 11-11-1998
 

 
WINDOWS
 

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The information in this article applies to:
 
 - Microsoft Windows 95
 - Microsoft Windows NT Workstation version 4.0
 - Microsoft Windows for Workgroups versions 3.1, 3.11
 - Microsoft Windows operating system versions 3.1, 3.11
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SUMMARY
=======
 
If you are using a computer running Microsoft Windows this article
contains information about how you can use the Microsoft Support File
Exchange (MSFE) to upload a file to a Support Engineer in Microsoft
Technical Support (MTS). You should use MSFE only when instructed to do so
by an MTS Engineer.
 
This article describes how to use MSFE with:
 
 - Windows 95
 - Windows NT 4.0
 - Windows 3.1
 
Use the steps appropriate to your operating system.
 
MORE INFORMATION
================
 
If you are running Windows 95 or Windows NT 4.0, use the following
procedures to upload a file to MTS using the Microsoft Support File
Exchange.
 
WINDOWS 95 and WINDOWS NT 4.0 INSTRUCTIONS
==========================================
 
To upload a file to MTS using the Microsoft Support File Exchange, use the
appropriate procedure depending on whether or not you have access to the
Internet.
 
If You Have Internet Access
---------------------------
 
1. Connect to http://support.microsoft.com/support/msfe
 
   NOTE: Support-related Microsoft Web pages now require you to register.
   If you are not registered, you will first be asked to do so. Until
   registered, this link will not work. If you wish not to register, you
   will be required to access the ftp server manually with your ftp
   software and not a web browser, or you may use the method below in the
   "If You Do Not Have Internet Access" section.
 
2. Click the hyperlink to send a file to a Microsoft Technical Support
   engineer.
 
3. Follow the instructions provided on this page.
 
   If you are prompted for a user name and password, leave the dialog box
   blank, and click OK.
 
NOTE: If you receive a name resolution error when you attempt to post the
file, you may be attempting to send a file from a location that has an
Internet firewall which allows http packets but not ftp. To test for this
situation, start the MS-DOS command prompt, and type the following command:
 
   ftp msfe.microsoft.com.
 
If this command fails to locate the host server, it's likely that you don't
have ftp support on your network for the Internet or your client machine
may not be configured correctly.
 
If You Do Not Have Internet Access
----------------------------------
 
Set Terminal Settings
---------------------
 
1. Click Start, point to Programs, point to Accessories, and then click
   HyperTerminal.
 
2. Double-click the Hypertrm icon.
 
3. In the Connection Description dialog box, type a Name for the
   connection (such as "MSFE"). Click OK.
 
4. To set the correct terminal settings, follow these steps:
 
    a. In the Phone Number dialog box, make sure the Country code is set
       to United States of America.
 
    b. In the Area Code box, type "425" (without the quotation marks).
 
    c. In the Phone Number box, type "7044300" (without the quotation
       marks).
 
    d. In the Connect Using list, click Standard Modem.
 
    e. Click OK.
 
5. In the Connect dialog box, click Modify.
 
6. On the Phone Number tab, click Configure.
 
    a. Click the Connection tab.
 
    b. Verify that Data Bits is 8.
 
    c. Verify that Parity is None.
 
    d. Verify that Stop Bits is 1.
 
    e. Click Advanced.
 
    f. Under Use Flow Control, verify that Hardware (RTS/CTS) is selected.
 
    g. Under Use Error Control, verify that Compress Data is the only
       check box selected. (This option may not be available for certain
       modems.)
 
    h. Click OK three times to return to the Connect dialog box.
 
    i. If you are calling from within the 425 area code, and 704-4300 is
       not long distance for you, and you have Call Waiting on your phone
       line, follow these steps:
 
        1) Click the Dialing Properties button.
 
        2) Click to clear the "This location has call waiting" check box.
 
        3) Click OK.
 
        4) Click the Modify button.
 
        5) Place the insertion point at the beginning of the phone number.
 
        6) In front of the phone number, type "*70," (without the
           quotation marks). The phone number should look like this:
 
              *70,7044300
 
        7) Click OK.
 
        NOTE: If you followed these steps, you will need to reselect
        This Location Has Call Waiting after you have called Microsoft
        Support File Exchange.
 
Dial and Log In
---------------
 
1. In the Connect dialog box, select Your Location, and then click
   Dial. If no information appears on the screen, press ENTER a few times.
 
   Your computer dials the phone number and connects you to the
   Microsoft Support File Exchange system. You should see the following
   prompt on your screen:
 
      LOGIN: FIRST Name or /id =>
 
2. Type the login identification code that you received from the MTS
   engineer and press ENTER. Your login code will be something like /9.
 
3. When the following prompt appears on your screen, type Y:
 
      WOBU CUSTOMER
      Is this correct? (Y/N) =>
 
4. When the following prompt appears, type the login password you received
   from the MTS engineer and press ENTER. Your login password will be
   something similar to WOBU"2053.
 
      Password (dots will echo) =>
 
5. When the following prompt appears, press ENTER:
 
      Press ENTER to continue ...
 
Upload Your File
----------------
 
1. You should see a main menu that contains download, upload, or exit
   options. When the following prompt appears under the menu, type U on
   your keyboard to select the [U]pload (Send) a File to a Microsoft
   Engineer option:
 
      Enter Selection (D, U, E) =>
 
2. The next screen is the Upload Area. When the following prompt appears,
   type your first and last name, and then press ENTER:
 
      Enter Your REAL Full Name               =>
 
3. When the following prompt appears, type the name of the Microsoft
   engineer to whom you are sending the file, and then press ENTER:
 
      Enter the Microsoft Engineer's Name     =>
 
4. When the following prompt appears, type the name of your file, and then
   press ENTER:
 
      Enter the Name of the File You Will Upload. The name must be MS-DOS
      8.3 format and must NOT include the PATH     =>
 
   For example, type "my_file.doc" (without the quotation marks) and press
   ENTER.
 
5. If the file name is correct, type Y when the following prompt appears:
 
       Is the above information correct (Y/N)?
 
6. When the following prompt appears, type Z to send the file using the
   ZModem transfer protocol:
 
      Transfer protocol (X,C,1,Y,G,Z,Q) =>
 
   The following prompt appears:
 
      Begin Your ZMODEM Upload Procedure NOW!
 
7. When the above prompt appears, on the Transfer menu, select Send File.
   The Send File dialog box appears.
 
8. In the Send File dialog box, click Browse and then select the file you
   want to send. In the Protocol list, click Zmodem. Click Send to begin
   the upload process.
 
   A status bar appears on the screen that displays the progress of
   the Send File operation. When the Send File operation is complete, the
   following message appears on the screen:
 
      File reception successful--Press a key to continue
 
9. After you press a key on your keyboard, the main menu reappears. At the
   following prompt, type E to select the Exit the Microsoft Support File
   Exchange System option.
 
      Enter Selection (D, U, E) =>
 
Your file has been uploaded to Microsoft Technical Support.
 
WINDOWS 3.1 INSTRUCTIONS
========================
 
If you are running Windows 3.1, use the following procedures to upload a
file to MTS using MSFE.
 
Set Terminal Settings
---------------------
 
1. Start the Windows Terminal program by clicking the Terminal icon in
   Windows Program Manager (usually located in the Accessories group).
 
2. Use the following steps to set the correct terminal settings:
 
   a. On the Settings menu, click Phone Number.
 
   b. In the Dial box, type "4257044300" (without the quotation marks)
      and click OK. (The other settings in the Phone Number dialog box
      do not affect this operation.)
 
   c. From the Settings menu, choose Binary Transfers. Select
      XModem/CRC (the default setting) and click OK.
 
   d. On the Settings menu, click Communications.
 
   e. Under Baud Rate, select the correct baud rate setting for your
      modem. Select 2400 bits per second if you don't know the baud rate.
      Microsoft Support File Exchange supports up to 14.4K baud.
 
   f. Under Data Bits, select 8 (the default setting).
 
   g. Under Stop Bits, select 1 (the default setting).
 
   h. Under Parity, select None (the default setting).
 
   i. Under Flow Control, select Xon/Xoff (the default setting).
 
   j. Under Connector, select your .COM port. Select "COM1:" if you don't
      know which serial port your computer uses.
 
   k. Click to clear both the Parity Check and the Carrier Detect check
      boxes.
 
   l. Click OK.
 
Dial and Log In
---------------
 
1. Once you have completed the steps above, click Dial on the Phone menu.
 
   Your computer dials the phone number and connects you to the
   Microsoft Support File Exchange system. You should see the following
   prompt on your screen:
 
      LOGIN: FIRST Name or /id =>
 
2. Type the login identification code that you received from the
   MTS engineer and press ENTER. Your login code will be something like
   /9.
 
3. When the following prompt appears on your screen, type Y:
 
      WOBU CUSTOMER
      Is this correct? (Y/N) =>
 
4. When the following prompt appears, type the login password you received
   from the MTS engineer and press ENTER. Your login password will be
   something similar to WOBU"2053.
 
      Password (dots will echo) =>
 
5. When the following prompt appears, press ENTER:
 
      Press ENTER to continue ...
 
Upload Your File
----------------
 
1. Once you have completed the steps above, you should see a main menu
   that contains download, upload, or exit options. When the following
   prompt appears under the menu, type U on your keyboard to select the
   [U]pload (Send) a File to a Microsoft Engineer option:
 
      Enter Selection (D, U, E) =>
 
2. The next screen is the Upload Area. When the following prompt appears,
   type your first and last name, and then press ENTER:
 
      Enter Your REAL Full Name               =>
 
3. When the following prompt appears, type the name of the Microsoft
   engineer to whom you are sending the file, and then press ENTER:
 
      Enter the Microsoft Engineer's Name     =>
 
4. When the following prompt appears, type the name of your file, and then
   press ENTER:
 
      Enter the Name of the File You Will Upload. The name must be IBM
      8.3 format and must NOT include the PATH     =>
 
   For example, type "my_file.doc" (without the quotation marks) and press
   ENTER.
 
5. If the file name is correct, type Y when the following prompt appears:
 
       Is the above information correct (Y/N)?
 
6. When the following prompt appears, type C to send the file using the
   XModem/CRC transfer protocol:
 
      Transfer protocol (X,C,1,Y,G,Z,Q) =>
 
   The following prompt appears:
 
       Begin Your XMODEM-CRC Upload Procedure NOW!
 
7. When the above prompt appears, click Send Binary File on the Transfers
   menu.
 
   The Send Binary File dialog box appears.
 
8. In the Send Binary File dialog box, click the drive and folder in which
   your file is located. Select your file, and then click OK.
 
   A status bar appears at the bottom of your screen that displays the
   progress of the Send Binary File operation. When the Send Binary File
   operation is complete, the following message appears on your screen:
 
      File reception successful--Press a key to continue
 
9. After you press a key on your keyboard, the main menu reappears. At the
   following prompt, type E to select the Exit the Microsoft Support File
   Exchange System option.
 
      Enter Selection (D, U, E) =>
 
Your file has been uploaded to MTS.
 
Additional query words: 6.00 6.00a upload files exchange customer msfe
interchange
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Platform          : WINDOWS
Issue type        : kbhowto
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Copyright Microsoft Corporation 1998.