What Is a Support Incident?
- A single support request and reasonable efforts to resolve
- A problem that cannot be broken down into separate
- A situation in which you and the support professional agree
on the scope of the problem.
A Support Incident Is Not:
- Custom coding or consulting.
- Bugs, documentation, or requests for product feature. (A
refund is provided for bugs and documentation errors.)
What Do You Do Before You Call?
- Carefully work through the problem and narrow down the
scope to a specific issue or problem.
- Document each step to reproduce the problem, and carefully
verify and record the results.
- Install all available Quick Fix Engineering solutions
(QFEs) for your product. If Microsoft support professionals have to try to
reproduce your problem, they use computers that have all the QFEs installed.
Therefore, you must install all the QFEs before you request support.
You can download QFEs from the following MSDN Web site. In the left column of
the window, select Embedded Development, select the product
and the version that you are working on, and then select the QFE option. For more information about QFEs, see "References".
- As much as possible, carefully and thoroughly debug your
application or platform.
For more information about Windows CE .NET,
visit the following Web sites:
- Install a checked/debug build of the OS with the debugger
turned on (enabled), and then test your problem under the debugger with the
checked/debug build of the OS. Carefully examine the output from the debugger
and the debug components in the OS for things specific to your
- See your product documentation for information about the
component or problem in question. Search for terms related to your problem or
the components in question.
- Search the Microsoft Knowledge Base for information and
instructions about your problem. Search on simple, specific terms related to
the problem you are having, including the component, sub-component, error
number, or message that you received, and any other pertinent terms.
- If your company has a Microsoft Premier Services contract,
contact your Technical Account Manager, or Application Development Consultant,
- Create a reproducible scenario:
- Develop a "small scale", finite, and easily-reproduced
scenario that reliably demonstrates the problem.
- Test the scenario several times.
- Fully document the environment that you are using to
build, test, and run your reproducible scenario to demonstrate the problem.
Include the development environment and the target environment or platform
- Understand that, in order for your problem to be reproduced
at Microsoft for research and resolution, you may have to provide your custom
hardware to Microsoft with debug capability, including your buildable project
or platform source code.
How Do You Open an Incident?
You can get support in several ways. For more information about
support options and pricing, to obtain phone numbers, or to submit a request
for online help, visit the following Microsoft Web site:
For more information, visit the following Microsoft Web
Article ID: 323232 - Last Review: October 29, 2008 - Revision: 3.0
- Windows XP Embedded
- Microsoft Windows CE .NET 4.2
- Microsoft Windows CE 2.12 for the Handheld PC
- Microsoft Windows CE 3.0 for the Handheld PC