The most important component of the Microsoft Help And Support site is the Knowledge Base, a searchable database of support articles, each of which corresponds to a Microsoft product or family of products. You can define your search by several criteria, and Knowledge Base presents a list of articles that pertain to the subject in question.

For best results, take the time to read an article completely before launching into the prescribed fix. Many of the solutions involve advanced troubleshooting techniques (such as command-line programming) that you may not feel comfortable performing. Don't try a solution if you fear that you won't be able to properly complete it. Otherwise, you risk creating even more problems for your system.

Developer Or Manufacturer Sites

Not every PC problem is Microsoft's fault, so when you encounter one that involves a program or device from another company, you'll have to look elsewhere. A growing number of hardware manufacturers and software developers, including Corel, Dell, Sony, and Symantec, have created their own Knowledge Base-like online support structures to help users find solutions to problems caused by their products.

When browsing a manufacturer's site or a developer's site for assistance, look for a link or button labeled Support. This has become the universal pointer to self-help materials. Once inside the Support area, you'll often find a host of driver and update downloads, FAQs, reference materials (including users manuals and installation guides), hints and tips, and solutions to common problems. Always download and install the latest product updates before undertaking a manual fix.

Third-Party Support Sites

A final resource for technical assistance is a third-party support site, such as Experts Exchange (http://www.experts-exchange.com), Computing
.Net (http://www.computing.net), and our very own SmartComputing.com Q&A Boards (http://www.smartcomputing.com). These sites provide an open forum where you can post your technical quandaries. If you're lucky, other users who have encountered similar problems will share their detailed solutions with you (but it may take several days to get a response). Many sites catalog these online discussions in a searchable database so future visitors can benefit from the information.

The success of a third-party support site depends on two things: the quality of the questions and the quality of the responses. The best queries are detailed and thorough. Be exact when describing the contents of an error message, for instance, and bundle each question with relevant background information, including technical specifications and a description of recent changes to the system configuration. The best responses, of course, are those that are correct. You can increase the odds of getting a correct response by sticking with a reputable site that attracts a bevy of experienced computer users. You also may want to submit your question to multiple sites so that you can check the proposed solutions for discrepancies.

In any case, proceed with caution when implementing the instructions you receive from a third-party site. Ask for clarification if you are confused by a suggested solution, and always back up your data before making any changes.

Make It On Your Own

You may feel a bit awkward the first time you use our support options to resolve a technical issue on your own. That's expected. Self-help support options take us out of our comfort zone and require us to claim responsibility for fixing our PC's problems. But once you get the hang of answering your own questions, you'll find that the do-it-yourself method is faster, more convenient, and more reliable than navigating an automated calling system, waiting on hold, and describing your problem to a technician who may or may not give you the runaround.

by Jeff Dodd