Microsoft Knowledge Base

• Macintosh operating system

SUMMARY

This article describes how you can use the Microsoft Support File Exchange to upload a Macintosh file to be received by a Microsoft Support Engineer in Product Support Services (PSS). You should use the Microsoft Support File Exchange only when instructed to do so by a PSS Support Engineer.

MORE INFORMATION

Use the following procedures to upload a file to Microsoft PSS using the Microsoft Support File Exchange.

Sending a File to Microsoft PSS If You Are Running a Macintosh

To prepare the file:

For most files, no special preparation is necessary. However, if the file is very large or if upload time is a concern, use a utility such as StuffIt Deluxe, StuffIt Lite, DiskDoubler, or CompactPro to compress the file before you send it.

To configure the communications software, use the following information:

NOTE: When configuring your communications software, be sure to select MacBinary as a transfer option. This method ensures that the file will be sent as a binary file, and that the resource fork will be included. If you do not select MacBinary, the engineer will receive the file as a text file.

• Microsoft Support File Exchange Phone Number: (206) 704-4300
• Use: Binary Transfers Setting
• Baud: 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.
• Data Bits: 8
• Stop Bits: 1
• Parity: None

NOTE: You should have already configured your communication software using the information in the previous section above.

1. After your computer dials the phone number and connects you to the MS Microsoft Support File Exchange, 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 Microsoft PSS engineer, and press ENTER. Your login code will be something similar to /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 Microsoft PSS 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 ...
   

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 press ENTER:

         Enter the Name of the File You Will Upload. The name must be IBM
         8.3 format and 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 the letter that corresponds to one of the following protocols supported by your communication software.

   NOTE: ZMODEM is the best protocol to use. It's the fastest and provides the ability to continue where it left off if a download gets terminated part way through (for instance, if the line is suddenly too noisy or is interrupted by call waiting). If you have difficulty with ZMODEM, XMODEM-CRC provides a common denominator that all terminal packages should support.

         Transfer protocol (X,C,1,Y,G,Z,Q) =>
   

   The following is the next prompt that appears:

         Begin Your <Protocol> Upload Procedure NOW!
   

7. When the above prompt appears, send the file using the method recommended by your communications software.

   When the operation is complete, the following message appears on your screen:

         File reception successful - Press a key to continue
   

8. 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) =>