How to Get Help With Patch Problems

Your PC maker is obliged to deal with software woes during your warranty.

Stuart J. Johnston is a contributing editor for PC World. Visit here to see more Bugs and Fixes columns.

Patching software is an unfortunate fact of life. Month after month, I tell you about the most important fixes you need for Windows or other Microsoft products. We all know that these updates are necessary, but unfortunately they can also cause problems of their own. So when you run into patch trouble, where should you go for help?

If you're still covered by the manufacturer's software warranty, your first call should be to your PC maker. (Browse to the "PC SOS" page of "Misadventures in Tech Support" for the big-name manufacturers' tech support phone numbers and Web support links.) But if the misbehaving Microsoft software is something you bought separately, call Microsoft. (Go to "Get the Microsoft Help You Deserve" for details on how to navigate Microsoft's support policies.)

When it comes down to it, however, you might find that your PC company will only go a certain distance to help you. And don't be surprised if your PC maker is vague about its patch support in specific scenarios. In fact, during four months of doing research on this topic for Bugs and Fixes, I repeatedly ran into complicated and sometimes hazy responses from Dell, Gateway, HP, IBM, and Sony.

If you have trouble with your PC after installing a Windows update, for example, your PC maker may help you return your software to its original factory configuration. This solution isn't always satisfactory, however: If you uninstall a troublesome service pack, say, you might run into problems later; Microsoft typically requires you to have the newest service pack so you can install future patches.

In a case where you need to make things work with XP SP1, say--as opposed to uninstalling it--your PC maker may instruct you to contact Microsoft. Your query to the software giant will cost $35.

However, if you're having trouble with security updates specifically, Microsoft does offer free support (and a toll-free number) for download and installation issues. If you fall into this category, call 866/727-2338. Maddeningly, this support doesn't cover service pack snags, even though service packs usually include a ton of security fixes.

After your software warranty is up, you can pay for patch support from your PC manufacturer. My take: Your best bet is to go right to Microsoft for help. You'll be communicating (you hope) with technicians who have a better understanding of patch pain.

Hey Microsoft, What's Up With Your CD?

I received a lot of complaints about Microsoft's new Windows Security Update CD, which includes all fixes through October 15, 2003, for all Windows versions from 98 through XP. The biggest gripe? Many readers had trouble ordering the free CD online (Visit here for the order form). The Web page did not finish processing CD orders in some cases, and readers asked whether the CD can be ordered offline. It can. Call 866/727-2338.

Among those who received the disc, some readers complained that the CD automatically updated their browser to IE 6--without asking. In some cases, the updating antics broke readers' PCs. Microsoft's spokesperson says that the IE upgrade is necessary because you can install the disc's updates only if your PC is running IE 6. For all CD installation issues, call the same number.

In Brief

New XP Patch

Microsoft plugged a hole in Windows XP that could let an attacker use Windows XP's Help and Support Center function to access data or take over your PC. Visit here for the fix (numbered 840374).

Big Update for Outlook Express

Microsoft released a cumulative security update to Outlook Express that includes all previous security patches, as well as a fix for a new hole. At risk: Windows 98 through Windows XP--even if OE is not your default e-mail program. Go here to get the fix (numbered 837009).

Bugged?

Found a hardware or software bug? Tell us about it via e-mail at bugs@pcworld.com.