Microsoft Knowledge Base
 Using the Microsoft Knowledge Base

The Microsoft Knowledge Base (KB) is a primary source of product information for Microsoft support engineers and customers. This comprehensive collection of articles contains more than 56,000 detailed how-to articles, answers to technical support questions, bug lists, fix lists, documentation errors, drivers, and sample code.

How to Navigate Within the KB

How to Get Microsoft Knowledge Base Articles

How to Get the Knowledge Base on CD

How to Contribute to the KB


How to Navigate Within the KB

At the top of each KB article, you will find information characterizing the content of the article. This information includes the title of the article, the article Q number, the product name, the version, and operating system. The following shows this information, although not necessarily in the format in which it might appear:

Title: Troubleshooting Insufficient Memory Errors

Document number (unique identifier, Q number): Q112676

Product name or product code: Win3x

Product version: 3.10 3.11

Operating system: Windows

Keywords

All KB articles are categorized and contain keywords describing their content. You can locate articles more effectively by using keywords in your searches.

Note

Some product groups offer their KB articles in Windows Help files. To find out if you can obtain all the KB articles for a specific product in a Help file, search the Microsoft Knowledge Base using the keywords, kbfile and help.


Searching for Any KB Article
Searching for KB Articles Using Keywords

All KB articles are categorized and include keywords to help you find the type of information you are interested in. Below are the keywords and their meanings:

Keyword	Description

kb3rdparty	Interactions with third-party products

kbappnote	Application Notes

kbatwork	Microsoft At Work

kbbuglist	List of all bugs for a particular version of a product

kbcode	Sample code

kbdisplay	Display (video, monitor, resolution) issues

kbdocerr	Documentation errors

kbenv	Environment and configuration

kberrmsg	Error message followup information

kbfasttip	FastTip scripts or maps

kbfile	Binary file information located in the MSL: sample code, drivers, macros

kbfixlist	List of all fixed bugs for a particular version of a product

kbgraphic	Graphics

kbhw	Hardware

kbinterop	Interoperability with other Microsoft products

kbkeyword	Lists of product-specific keywords

kbmacro	Sample macros

kbmm	Multimedia

kbnetwork	Networking

kbole	OLE technology

kbother	Other - any subject not covered in other categories

kbpolicy	Support boundaries, policies, processes, and procedures

kbprb	Problems not classified as bugs

kbprg	Programming

kbprint	Printing

kbreadme	Readme files

kbref	References and lists (phone numbers, directories, etc.)

kbsetup	Setup and installation

kbtlc	FastTip Technical Library Catalog (TLC) items

kbtool	Tools and utilities such as Print Manager or Write

kbtshoot	Troubleshooting information

kbsound	Sound (audio) issues

kbui	User Interface

kbusage	How to use product functionality

New Keywords

New keywords may be added to this list over time. A list of the current keywords is available in the KB in article Q94671, KB Categories and Keywords for All KB Articles. You can use "Q94671" as a keyword to find this article.

Product-Specific Keywords

There may be product-specific keywords for the product you are interested in. To see if there are, search for the name of the product and the kbkeyword keyword in the KB.


How to Contribute to the KB

The Microsoft Knowledge Base staff accepts well-tested technically accurate information for possible inclusion in the KB.

When submitting an article, please ensure that it is fully tested and includes all the following information:

Name of the author(s) or contributor(s)

Name of the person(s) who technically reviewed the information

Product name(s)

Product version number(s)

Operating system(s)

Short summary of the information

Your phone number

On the Internet, please send mail to:

y-kbfeed@microsoft.com

In CompuServe Mail, put the following on the TO: line of your message:

>internet: y-kbfeed@microsoft.com


How to Find Microsoft Knowledge Base Articles
Microsoft Knowledge Base Articles

The best way to get the latest Microsoft product information is by using the Microsoft Knowledge Base. KB articles are updated daily and cover a wide range of information.

KB Articles on the Internet

KB Articles on CompuServe

KB Articles from the Microsoft FastTips Service (Articles by Fax)

KB Articles on CD (Microsoft TechNet and Developer Network)

KB Articles from the Microsoft Download Service (MSDL)

How to Get Microsoft Software Library Files

The product you are researching may have Help files, Application Notes, drivers, or utilities available. If this is the case, you can obtain these from the services above as well.

To find out what Help files are available, you can search the KB for Help files.


Microsoft Knowledge Base Articles on CompuServe

You can obtain KB articles on CompuServe by going to the Microsoft Knowledge Base area. For information about any Microsoft product, including applications, operating systems, hardware, or languages, type

go mskb

at any CompuServe prompt. For development-specific information, type

go mdkb

at any CompuServe prompt.

For additional information, please see the following article in the Microsoft Knowledge Base:

ARTICLE-ID: Q70032

TITLE     : How to Query the Microsoft Knowledge Base on CompuServe

WinCIM

You can also obtain KB articles on CompuServe using WinCIM, the CompuServe Information Manager for Windows. In WinCIM:

1. From the Services menu, choose Go.

2. In the text box, type MSKB.


Microsoft Knowledge Base Articles on MSDL
Microsoft Knowledge Base Articles on Microsoft Download Service (MSDL)

The Microsoft Download Service (MSDL) is a standard bulletin board system (BBS). It contains the Microsoft Software Library (MSL), Application Notes, drivers, Help files, and other support files from Microsoft. MSDL supports 1200, 2400, 9600, and 14,400 baud (V.32 and V.42) with 8 data bits, 1 stop bit, and no parity. The supported protocols are Xmodem, Xmodem-1K, Ymodem (batch), Kermit, Super Kermit (Sliding Windows), and Zmodem.

To connect to MSDL, use your modem to call (206) 936-6735 and then follow the instructions.

See also How to Connect to the MSDL


You can search for KB articles that contain information about Help files available on the Microsoft Software Library by using the kbfile and help keywords.

See also

How to Navigate Within the KB


You can search for KB articles that contain information about files available on the Microsoft Software Library by using the kbfile keyword.

See also

How to Navigate Within the KB


Microsoft Knowledge Base Articles on the Internet

KB articles are available on the Internet through the World Wide Web and through an FTP service (ftp.microsoft.com).

Using the Microsoft World Wide Web Server

Using the Microsoft FTP Server


Using the Microsoft World Wide Web Server

World Wide Web

You can connect to Microsoft's World Wide Web service at http://www.microsoft.com. Choose Knowledge Base from the Microsoft home page and follow the prompts. The home page (or top-level display) on the server also has pointers to ftp.microsoft.com and gopher.microsoft.com, so it makes an ideal entry-point to Internet services at Microsoft.

The Microsoft Knowledge Base on World Wide Web provides full-text searches and hot links to files on the Microsoft Software Library (MSL) so you can download files directly from articles. See How to Find KB Articles on the World Wide Web Server.

Note

HTTP (or HyperText Transfer Protocol) is widely used on the Internet for publishing information with links to other items. It is often referred to as a HyperMedia service because it allows pointers to different media items, such as, text, pictures, sounds, movies.


How to Find KB Articles on the World Wide Web Server

To Find KB Articles on the Web Server

1.	You will need to obtain a World Wide Web client and a SLIP or PPP account from a local Internet Access provider (see World Wide Web Clients, below).

2.	Connect to the Microsoft World-Wide Web server (www.microsoft.com).

3.	Click the Microsoft Knowledge Base option on the menu map, or if you are using a text-only browser, such as Lynx, click the Microsoft Knowledge Base And Software Library option (http:/www.microsoft.com/pages/kb/kb.htm).

4.	Select the Knowledge Base that you would like to search.

5.	On each of the product home pages, you will find a query interface for that product, and a list of keywords that will help in searching the KB. If your query returns successfully, you will see a list of hits. Each of these hits will be a link to an article, and will bring up the article when clicked. If you want to save the text of the article, you can either use the "copy" or the "load to disk" option, which should be available from the main menu of your client software.

World Wide Web Clients

Several public domain HTTP clients are available for many platforms including Microsoft Windows. One of the more popular ones, MOSAIC, is a multi-protocol browser that allows you to access any of the common Internet services from a GUI interface. This means that the client can attach to www.microsoft.com and view the home page, then follow links to information on any of the other servers. Some of the links even point to servers elsewhere on the Internet.

Note

Internet browsing support requires an existing Internet connection via a server (or proxy), or a dialup SLIP/PPP account. Internet connectivity can be obtained from an Internet service provider. Please contact your local computer dealer or vendor for more information on establishing these Internet accounts.

For Assistance

Microsoft cannot provide end user assistance on the use of public domain clients to reach our servers. Please consult your client software documentation or vendor as needed. We welcome suggestions for content, reports of apparent server-end problems, and general comments. Send them to these email addresses:

FTP:    ftp@microsoft.com

Gopher: gopher@microsoft.com

HTTP:   www@microsoft.com


Using the Microsoft FTP Server

FTP

If you don't have access to a World Wide Web provider, you can still connect to Microsoft on the Internet. Connection to the Microsoft Internet Servers requires a "live" session to the Internet through a file transfer program (FTP) service provider.

1.	Log on to your Internet account.

2.	At the Internet prompt, type

open ftp.microsoft.com

3.	When prompted for a user name, type:

anonymous

4.	When asked for a password, type your full electronic mail address (for example, johndoe@test.com).

Note

The server ftp.microsoft.com allows anyone to log on as "anonymous" with their full email name as the password. It uses the FTP server software included with Windows NT. There are banner files and readme files in many of the directories, and a partial directory listing (LS-LR.ZIP) in the root. Be sure to use binary mode (type "bin" to set binary mode) when downloading binary files such as those with .ZIP or .EXE extensions. You must have write permission in your current local working directory, or you will receive "access denied" errors when you try to "get" files. Usage instructions for ftp client software should be provided in the documentation for the ftp software, and your local network administrator may be able to help you.

To find KB articles on the FTP server, see How to Find KB Articles on the FTP Server.


How to Find KB Articles on FTP Server
How to Find KB Articles on the FTP Server

Groups

KB articles are organized by many levels of directories. The first level divides Microsoft products into the following groups:

Advsys	Windows NT, Microsoft Mail, SQL Server, Open Data Base Connectivity (ODBC), and LAN Manager

Deskapps	Desktop applications, including Microsoft Excel, Word for Windows, and Office

Developr	Development tools and languages

Peropsys	Personal operating systems, including Microsoft Windows, Windows for Workgroups, MS-DOS, and Microsoft Mouse

Each group is then divided by product. For example, to access the personal operating system area, change to the PEROPSYS directory by typing the following at the FTP prompt:

cd /peropsys

Products

Each group area contains subdirectories for each product contained in the group area. Under the PEROPSYS directory, the following subdirectories are available:

WINDOWS	Microsoft Windows versions 3.0 and later, Windows for Workgroups, and Windows Multimedia

MSDOS	Microsoft MS-DOS

HARDWARE	Microsoft Mouse

Use the CD command from the FTP prompt to select the subdirectory you are interested in. Each product subdirectory contains a KB subdirectory in which the actual KB articles are stored.

Index of Articles

Once you are in the KB directory, download the README.TXT and INDEX.TXT files. README.TXT contains important information about Knowledge Base articles. INDEX.TXT contains a list of article titles and KB article IDs for each article. You must determine the KB article ID before you can download the article because there is no search mechanism on the FTP server.

To download these files, type the following at the FTP prompt:

get readme.txt

get index.txt

Once you review README.TXT and INDEX.TXT and determine the article ID you are interested in, you are ready to download a Knowledge Base article.


How to Download a KB Article from the FTP Server Using GET

See also: How to Find KB Articles on the FTP Server

KB articles are stored in a tree structure. Each KB article ID is translated into a two-digit filename and stored two subdirectories under the KB directory. This method helps organize articles more effectively and improves server performance.

You do not need to change to the directory that contains the KB article you want to download. The directory structure is consistent for all major categories. You can use the GET command to obtain an article from the <product>/kb directory.

How to Download a KB Article

The following steps show you how to download a KB article about Windows for Workgroups, How to Troubleshoot WFWG Network Connection Problems. You can find the KB article ID, Q104322, in the INDEX.TXT file.

1.	After logging on to the FTP server, change to the PEROPSYS directory:

cd /peropsys

2.	Change to the WINDOWS directory:

cd windows

3.	Change to the KB directory:

cd kb

4.	Translate the article ID into a GET command. There are three parts of the KB article ID to be divided before using the GET command. The filename of the KB article is the last two digits of the ID plus the .TXT extension (22.TXT). The subarea is the third digit from the right of the ID (3). The primary area is the remaining three characters to the left (or the remaining two characters in the case of a five-digit Q number), plus the "Q". To use the GET command, place a slash mark (/) between the primary area, subarea, and filename (primary/sub/filename).

For Q104322, the filename translates to:

Q104322 = Q104/3/22.TXT

5.	Use the GET command at the FTP prompt to transfer the article to your system as follows:

get q104/3/22.txt q104322.txt

The "Q104322.TXT" part of the command above is the destination name for the file. The destination name is the name of the file as it appears on your hard disk drive.

Be sure to use binary mode (type "bin" to set binary mode) when downloading binary files such as those with .ZIP or .EXE extensions.

6.	To close the connection with the server for most FTP clients, type the following from the FTP prompt:

bye


The INDEX.TXT file contains a list of all the KB articles available in the current area. To get this file, you need to know how to find KB articles.


How to Get the KB on CD
How to Get the Knowledge Base on CD

You can get the KB on CD by subscribing to two different services, the Microsoft Developer Network (MSDN) and Microsoft TechNet. Both of these services offer the Microsoft KB and complete Microsoft Software Library (MSL), as well as many other information resources.

Microsoft Developer Network (MSDN)

Microsoft TechNet


Microsoft TechNet

Microsoft TechNet is a CD-ROM-based information subscription service created for those who support or educate end users, administer networks or databases, create automated solutions, and recommend or evaluate information technology solutions. Microsoft TechNet is the front-line resource for fast, complete answers to technical questions on Microsoft desktop and systems products.

Microsoft TechNet Benefits Include the Following

Twelve monthly Microsoft TechNet CDs, containing the complete Microsoft Knowledge Base, complete product Resource Kits, customer solutions, session notes from key Microsoft conferences, and other valuable technical and strategic information.

Twelve monthly Microsoft TechNet Supplemental (drivers and patches) CDs, containing the complete Microsoft Software Library (includes drivers for the entire line of Microsoft software products, code samples, articles and useful utilities) and patches for many Microsoft products, including the Microsoft Windows NT operating system.

A dedicated Microsoft TechNet CompuServe forum (GO TECHNET).

WinCIM, a Windows-based application for accessing CompuServe.

$20 credit on CompuServe connect charges for first-time Microsoft TechNet members.

A 20% discount on Microsoft Press books.

To Join the Microsoft TechNet

In the U.S. and Canada, call (800) 344 2121, dept. 3021; 6:30 AM to 5:30 PM (Pacific Time), Monday-Friday

In France, call 05 90 59 04 (Toll Free)

In Germany, call 0130 8102 11 (Toll Free)

In the Netherlands, call 06 022 24 80 (Toll Free)

In the United Kingdom, call 0800 96 02 79 (Toll Free)

All other European Countries, call +31 10 258 88 64

In Australia, call 612 870 2100

In Argentina, call 54 1 814 5105

In Brazil, call (55) 11 725 3711

In the Caribbean Region, call 1 (800) 344 2121, or 1 (800) 759 5474, or 402 691 0173; dept. 3021; 6:30 AM to 5:30 PM (Pacific Time), Monday-Friday

In Chile, call 56 2 204 8257

In Colombia, call (57) (1) 618 2245

In Hong Kong, call (852) 2756 5560

In India, call 91 11 646 0694

In Israel, call (972) (3) 575 7034

In Japan, call 81 3 5600 5036

In Mexico, call 52 5 325 0911

In New Zealand, call 64 9 308 9318

In Russia, call 7 095 244 3474

In Singapore, call (65) 738 7300

In South Africa, call 27 11 445 0000

In South Korea, call 82 2 531 4500

In Taiwan, call (886) (2) 504 3122

In Turkey, call 90 212 258 59 98

In United Arab Emirates, call 971 4 513888

In Venezuela, call 58 2 993 1929

Note

This information is current as of March, 1995. This information is subject to change.


Microsoft Developer Network (MSDN)

The Microsoft Developer Network (MSDN) provides technical information and development toolkits for all developers who write applications for Microsoft operating systems. MSDN members receive a quarterly CD-ROM disk and a bimonthly newsletter. The CD contains code samples, technical articles, development tools, and the Microsoft Knowledge Base.

To Join the MSDN

In the U.S. and Canada, call (800) 759-5474; Dept. 1001; This number is available 24 hours a day, 7 days a week.

In France, call 05 90 59 04 (toll-free).

In Germany, call 0130 81 02 11.

In the Netherlands, call 06 022 24 80 (toll-free).

In the United Kingdom, call 0800 96 02 79 (toll-free).

In Japan, call 03 5461 5033.

For any other country in Europe, call +31 10 258 88 64.

Outside Europe, the U.S., Canada, or Japan, call (303) 684 0914.

Note

This information is current as of March, 1995. This information is subject to change.


KB Articles from the Microsoft FastTips Service
KB Articles from the Microsoft FastTips Service (Articles by Fax)

Microsoft FastTips is available 24 hours a day, 7 days a week, from a touch-tone telephone. To obtain a list of the articles available from Microsoft FastTips, call one of the numbers in Step 1, below. Follow the prompts to order the catalog and map. The map outlines the structure of Microsoft FastTips and makes it easier to find what you need quickly. The catalog contains all the available articles and Application Notes.

To order items from the FastTips catalog, first select the items you want to receive by noting the four- to six-digit number (in bold) of the Item ID shown below each item, and then:

1.	Dial one of the toll-free FastTips numbers:

Desktop applications	(800) 936-4100

Personal operating systems	(800) 936-4200

Development tools	(800) 936-4300

Business systems	(800) 936-4400

2.	When prompted, select the Microsoft product you are calling about.

3.	Press 1 on your phone keypad to select Express Order Service.

4.	When prompted, select fax as your preferred delivery method.

5.	When prompted, enter the number of the Item ID and then press #. You can select up to five items.

6.	When prompted, enter your three-digit area code and seven-digit fax number on your phone keypad.

Note

The Microsoft FastTips service is available only in the U.S.


Microsoft Software Library (MSL)

The MSL contains files, including drivers, utilities, Help files, and Application Notes, for all Microsoft products. To find out what files are available for the product you are interested in, you can search the KB for MSL files.

Internet

You can obtain MSL files from the Internet by going to the SOFTLIB\MSLFILES directory.

Microsoft Download Service

The MSL is also available on the Microsoft Download Service (MSDL), Microsoft's own bulletin board system (BBS).

CompuServe

To go to the MSL on CompuServe, type

go msl

at any CompuServe prompt.

WinCIM

You can also obtain KB articles on CompuServe using WinCIM, the CompuServe Information Manager for Windows. In WinCIM:

1. From the Services menu, choose Go.

2. In the text box, type MSL.

CD

The MSL is included in the Microsoft TechNet and Microsoft Developer Network (MSDN) CDs.


How to Connect to the MSDL

The MSDL supports 1200, 2400, 9600, and 14,400 baud rates (V.32 and V.42), with 8 data bits, 1 stop bit, and no parity. After you have chosen these settings, you can begin the session as follows:

1.	Call the MSDL at (206) 936-6735.

2.	Enter your full name and the location you are calling from.

The MSDL will list some basic instructions and information.

If you have a 9600 or 14.4 bps modem and are connecting at a lower speed, then disable V.32bis and V.42bis on your modem and try reconnecting.