So you finally managed to install a Windows update from Microsoft and there is a problem. Where do you go for help and help?
Short answer: it depends.
If you're a business customer and you're having a problem with your work computer, either in the office or remotely, you should be assigned an IT administrator or help desk. Or you call the help desk or open a trouble ticket and someone responds to you. They often have tools to remotely connect to your computer and see what's going on. If the problem is so bad that your machine cannot be repaired, they will deploy a new computer or re-image your PC using tools like Autopilot to deploy a fresh copy of Windows for you.
If you're an IT administrator working for a large company with a Premier Support contract with Microsoft, you likely have a process in place for opening a support ticket with the company. You might even have a dedicated contact for your issues.
But for those of us who don't have these dedicated resources, what are your options? It depends on the version of Windows you are using.
Microsoft Program Manager Aria Carley recently tweeted the following:
#FunFact Build Preview Channel commercial customers get **FREE SUPPORT**
(either deploying via #WUfB, #WSUS, #AzureMarketplace, etc.)
Windows has several versions. If you're a Windows Insider, you're participating in a public beta process. This launch preview channel is specifically what you're talking about and getting special treatment.
As defined by Carley, "commercial customers" refers to any organization with an IT administrator managing devices through Microsoft Endpoint Manager or another management solution or any premium (Pro+) license.
He noted that any issues with Windows 11 22H2, which is now considered the preview version, can open a support case. (Note: Although these are considered beta builds, they still receive security updates. So while I don't recommend running your entire company on preview builds, it's a good idea to have a few of your machines testing beta builds.) I've also seen some MSPs run all their machines on these internal builds to get ahead of builds.
When running these preview builds, it's a good idea to go to the Windows Feedback app and search for, and vote on, a bug you find there. This will allow Microsoft to obtain more information about the number of affected customers.
If you'd like a great introduction to Windows Update Management using WSUS or Cloud Update Management, I highly recommend this recorded session by Carley: "Managing Windows Updates in the Cloud."
What if you were only running the officially released versions of Windows 10 or 11? First of all, I wouldn't use the feedback app to report any bugs I find after a security update causing problems. This application is intended for beta testing, not for issues with released versions of Windows. Instead, you'll want to open an official support case or check online to see if others are reporting issues. It's important to remember to forget to review the areas where Microsoft officially acknowledges problems.
For Windows, this location is on both the Windows Health version dashboard and the Microsoft 365 version of the dashboard. For Office, you'll want to check out the resources on the Office Known Issues site. And to see if other people are having the same problems as you, I recommend several places.
First of all, I confess to having a preference for the following two resources: the PatchManagement list server, which is hosted by a Google list group and includes many IT administrators from companies ranging from small to large (I'm a volunteer moderator) and Askwoody. com, where many individual users post information about patch issues. Another resource that Microsoft monitors for reports of side effects is the rWindows 10 forum on Reddit. Every month, a thread is posted where users and IT administrators report problems they encounter. (You can also post on Microsoft's own Answers forums for Windows and Office, or try other support options, including wizards and chat.)
If you are able to open a support case with Microsoft, please note that if a bug is caused by a security patch, and Microsoft fixes the problem later, you will need to provide a credit card to open the case; Microsoft will reimburse the cost, once it acknowledges the problem.
Finally, if a trusted colleague or friend can remotely access your computer to help you, there are several tools they can use. One of the easiest ways is to use Microsoft's built-in Quick Assistant for Windows 10. It now requires you to update through the Microsoft Store, so you need to have a Microsoft account now, but it's still an easy way to get and get help. other people you trust.
Conclusion: Microsoft help and support is available whether you are a business customer or an individual user. Review your options before you need help, so if something goes wrong, you'll know where to go first.
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