This is a guest post by John Campbell
Following the launch of Windows 8 I downloaded and installed Windows 8 on my computers. Both installations ran smoothly until I found I had two conflicting problems.
The first involved accessing my Hotmail Account and the second involved printing documents from both my HP printers one a LaserJet 1200 Series and the other, Photosmart C3180 an All-in-one color printer.
Searching for help from HP support proved fruitless so I turned to Microsoft’s Answer Desk to sort out the printer problem.
Glitch No 1 – Failed Log On to Microsoft Account
When I tried to type in my User Name to log-on to register with my Hotmail Account I hit a snag.
When I tried to register the @ sign key on my keyboard typed the “sign instead of the @ sign. This stopped me in my tracks. I had the option to “Switch to a local account” but this was no good.
Desperate, I turned to Microsoft Answer Desk for assistance and found them more than helpful. Seeing I was within the 90 days of purchase I was able to get free support from them and the problem was speedily resolved.
Glitch No 2 – Printers Not Recognized
When I tried to print a document on my HP LaserJet printer I had this error message on the screen.
Both printers worked fine with the pre-release versions of Windows 8 but with this, the final version, there was a problem as per the above message. I tried the other printer but got the same message.
I tried the usual approach, troubleshooters and re-registering the printers but to no avail. HP’s website was of little use. In desperation I turned to Microsoft’s Answer Desk. Again they rose to the occasion.
I had to give the Answer Desk technician access to my computer. The Microsoft technician was able to find the appropriate files, PrinterDriver.msi that sorted both printers. Once installed all my worries were over.
Accessing Microsoft’s Answer Desk
When you have a major problem don’t waste times go straight to Microsoft’s Answer Desk. You access it using this hyperlink: www.answerdesk.microsoftstore.com
Once connected, follow the screen prompts. The following screenshots show you the sequence.
After completing the sign up process for the Answer Desk you will be logged in.
Answer Desk connecting
Next, a technician comes on line where you can explain your problem. You have the option of switching to a telephone (“I prefer the phone” option), but I’ve found the on-line typing method the most effective.
Here you become involved in a two-way chat to let the technician know your problem. This contact is essential to resolve the problem.
The Answer Desk Technician Takes Control
Once the technician has worked out a solution to the problem you will be given an Access Code and requested to switch to another website. Access it to allow the technician to sort the issues.
The new website opened.
Accessing Remote Assistance
In the lower section of the Receive Remote Assistance Support from Microsoft is the acceptance button. Click the “I accept” button.
In the Enter the 6-digit code box, type in the Access Code (this was provided in the Chat Session) and click Connect to technician.
Permitting the Technician to take control
Your computer’s screen will now change from time-to-time as the technician remotely controls your computer.
In my case, both problems were speedily resolved and I was able to resume normal operations.
All power to Microsoft for providing an excellent easy-to-use service. Should you have a problem get straight onto it while you are still within the 90 day free help period for Windows 8.