"Don't just bring me a problem..." Get solutions too through Windows Problem Reports and Solutions

Rats. I hate it when an app crashes on my PC, especially when it's caused by an issue with Windows Vista and one of its bundled Microsoft apps. In this case, a mainstream staple of my online use, Windows Photo Gallery.

But with Vista, I don't lose any of the data (in this case, my scans or new imported photos) and thus the time associated with working on them: the window closed, asked if I would like to report the problem (I did) and if I would like to see if there was a solution (I would). 

I'm reminded of a discussion with a certain exec in which I heard very clearly (directed at a person who hadn't done their homework and completed the equation): "don't just bring me a problem, bring possible solutions, too." (Although a tad more colourful. ;)

Fulfilling that equation for me today is Windows Problem Reports and Solutions: it popped open a window that detailed an available fix for the issue, saying that "there is a solution."

Music to my ears.

Performance and Reliability Pack (KB938979)

Follow these steps to solve the problem with Windows Vista

This problem was caused by Windows Vista. Windows Vista was created by Microsoft Corporation.

A solution is available that will solve this problem.

Goody.

Solution: An update is available that improves the performance and reliability of Windows Vista

The update addresses some reported issues and should "improve performance and responsiveness in various scenarios" as well as "the reliability of Windows Vista."

I believe that this addresses a "memory management issue" (aka memory leak) in switching between Windows Photo Gallery and another application. For more information, click the following article number to view the article in the Microsoft Knowledge Base KB 932988

(http://support.microsoft.com/kb/932988/)

Also, I have the option in Windows Problem Reports and Solutions to rate this response and "Provide Feedback."

I did.

Now my next step is to track down where in our group the feedback from Windows Error Reporting goes and what they did with the info... more on that next week.

BTW, a note on Knowledge Base articles...  

There was also a note "About Microsoft Knowledge Base articles" (aka "KBs"). If you've ever read a KB (and as you're surfing on MSDN, I'll guess that you have) you know that KB articles are often written for, as it is warned, "a technical professional audience."

No kidding.

"These articles might contain specialized terms and descriptions, as well as lengthy procedures. Depending on your level of familiarity with computers and technical terminology, you might be more comfortable consulting with a professional computer technician to help you solve this problem."

I know that our incredible team in Customer Support is working on ways to make the information in these articles more accessible, particularly articles that are geared towards consumers and less-tech types (customers who are not devs, IT Pros, sysadmins). I found that the above articles are fairly easy to understand and implement, so kudos to the teams working hard to make support for computers, software and systems more accessible.

Tags: Customer service, customer feedback