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1. File Recovery and Desktop Search
Search for a file/folder
Windows Desktop Search
File recovery
Additional support
Search for a file/folder
If you are looking for a specific file or folder on your computer, start with the steps below.
- Click Start > point to Search > click All Files or Folders.
- In All or part of the file name, type all or part of the file name or folder you want to find. For example, if the lost file was a grocery list for January, the file name you created may be "groceries_january"
- To search for files containing specific text, in A word or phrase in the file, type the text you want to find. For example: If you forget the exact name of the file, you might type in "groceries" or "January".
- In Look in, click the drive, folder or network in which you want to search. For example: If you know it's saved in a specific folder, such as My Documents, you can narrow the search to that folder only.
- To specify additional search criteria, click one or more of the following options to narrow your search:
- When was it modified: to look for files that were created or modified on or between specific dates.
- What size is it: to look for files of a specific size.
- Select More Advanced Options to specify additional search criteria.
- Click Search.
If you get too many results, try entering additional search criteria to make your search more specific. To clear the search criteria fields and begin a new search, click Start a new search.
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Windows Desktop Search
Another way to search for information on your computer is through the Windows Desktop Search (WDS) function that is included with the MSN Search Toolbar. WDS helps you find everything on your computer — e-mail messages, calendar appointments, photos, videos, documents and more. WDS creates a complete index of the files and folders on your computer so that you can find files just as easily as when you are searching the Internet.
Once you have downloaded the Windows Desktop Search, you will find a Windows Deskbar in your top navigation that allows you to quickly search your desktop or launch a web search. You can also launch WDS from a shortcut that is added to your Start menu.
The MSN Search Toolbar lets you search the web and your computer without having to open a search page. It appears in Windows Explorer and Microsoft Office Outlook and is integrated with Windows Desktop Search.
Take a tour of the MSN Search Toolbar with Windows Desktop Search
Download Windows Desktop Search with the MSN Toolbar
Visit the Windows Desktop Search FAQ section
Visit the MSN Search Toolbar FAQ section
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File recovery
If you have lost an important file, the first thing to do is search for the original document in your computer files.
Follow these steps to search for your document.
- Click Start > Search
- Click All files and folders in Search Companion on the left side of Microsoft Windows Explorer.
- In the All or part of the file name: box, type the file name that you want to find.
- In the Look in box, click My Computer > Search.
If the results pane box does not contain the file, try looking in the Recycle Bin. This is where your file should be if you deleted it accidentally. To view the Recycle Bin, follow these steps:
- On the desktop, double-click Recycle Bin.
- On the View menu, click Details.
- On the View menu, click Arrange Icons by > Date Deleted.
- Scroll through the files.
If you find the document that you are looking for, right-click the document and select Restore. This returns the document to its original location.
If the previous methods do not retrieve the file, it may be in your temporary files. To search your temporary files, follow these steps:
- Click Start > Search.
- Click All files and folders in Search Companion on the left side of Windows Explorer.
- In the All or part of the file name: box, type *.TMP.
- In the Look in box, click My Computer.
- Choose When was it modified?
- Click Specify dates, type the from and to dates to include the time period since you last opened the file.
- Click Search.
- On the View menu, go to Details.
- On the View menu, click Arrange Icons by > Modified.
- Scroll through the files, searching for files that match the last dates and times that you edited the document.
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Additional support
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2. My computer is slow, freezes or crashes
My computer is slow
My computer freezes and/or crashes
Additional support
My computer is slow
Your computer may be slow because of disk space, spyware or errors. One of the most common reasons your computer slows down is because you need to defragment your hard drive. Your hard drive is in constant use as files are opened, modified and saved all the time. As you work on your computer, information gets stored onto the hard drive in bits and pieces — wherever there is space — and it can slow down your computer's performance.
Follow these steps to "defrag" your computer:
- Click Start > All Programs.
- Go to Accessories.
- Select System Tools.
- Choose Disk Defragmenter.
- Select the Defragment button to start the process.
Note: Defragmenting your hard drive may take hours, so it is recommended you start the process during a time you don't need to use your computer.
Another reason your computer may be slow is because of spyware. Spyware is software that gets on your computer through the Internet or though e-mails without your permission and performs certain tasks, such as advertising or collecting personal information. Spyware can slow down your computer and errors in the software can make your computer crash. If you think your computer is infected with spyware, find out how to get rid of spyware and download anti-spyware software to help safeguard your computer.
Help keep your computer healthy by getting regular updates from Microsoft. Visit Microsoft Update, click on Start now, and follow the prompts.
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My computer freezes and/or crashes
If your computer freezes and/or crashes check the following:
- You may have too many programs open. If your computer is trying to do too many things at once, its performance may be affected. Try closing one or two programs.
- Review any software that has been added to your computer recently. Your computer may react to new software and you may want to remove it and see if the freezing or crashing stops. To remove a program that is installed on your computer, follow these steps:
- Click Start > Control Panel > double-click Add or Remove Programs.
- In the Currently installed programs box, click the program that you want to remove, and then click Change (or Change/Remove).
- If you are prompted to confirm the removal of the program, click Yes
- Your computer may simply need to be restarted. Shut down and restart your computer.
- If your computer has crashed and an error message appears on the screen, write the message down as the Microsoft support team will need the information if you contact them for support.
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Additional support
- For more tips on improving your computer's performance, read Spring clean your computer system from Microsoft Home Magazine.
- If your question has not been answered and you require additional support, please contact Microsoft Canada Customer Support.
- If you know your errors are occurring because of a virus, please contact No-Charge Support for virus and other security-related support at 1-866-727-2338. It is available 24 hours a day to those living in the United States and Canada.
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3. Start-up, shutdown, reboot
My PC won't startup, shutdown or is stuck on booting
I have a black screen/blue screen and nothing else
Additional support
My PC won't startup, shutdown or is stuck on booting
Your computer may have trouble with startup, shutdown or may be stuck on booting because of recently installed hardware/software, an error with your operating system or perhaps a virus. If you are able to log on to your computer, follow the steps in the My computer freezes and/or crashes FAQ. If you are unable to log on, below you will find links to troubleshooting resources for startup and shutdown in Windows XP. However, many of the steps are complicated and we recommend contacting Microsoft Canada Customer Support directly to discuss startup and shutdown issues.
Resources for troubleshooting startup in Windows XP
Resources for troubleshooting shutdown in Windows XP
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I have a black screen/blue screen and nothing else
When a STOP error (a fatal system error) occurs in Windows, the operating system enters a "debug" mode for troubleshooting purposes. A blue screen appears and typically displays information that is similar to the following error message:
STOP 0x0000001e (c000009a 80123f36 02000000 00000246)
Unhandled Kernel exception c000009a from 8123f26
Address 80123f36 has base at 80100000 — Ntoskrnl.exe
If you have a blue screen or black screen with an error message similar to the one above, please contact the Microsoft Canada Customer Support directly to discuss.
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Additional support
- If you know your errors are occurring because of a virus, please contact No-Charge Support for virus and other security-related support at 1-866-727-2338. It is available 24 hours a day to those living in the United States and Canada.
- If your question has not been answered and you require additional support, please contact Microsoft Canada Customer Support.
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1. My Photos
What is the My Pictures folder on my computer?
How to sync my digital camera with my computer
How can I edit my photos in Office Picture Manager or another program?
How can I share my photos?
How can I print my photos?
Additional support
What is the My Pictures folder on my computer?
My Documents is a folder that sits on your desktop. It's a convenient place to store documents, photos or other files that you want to access easily. It is represented by an icon of a folder with a sheet of paper in it. My Documents also contains the My Pictures folder, which is the default storage location for your pictures when you save them from your digital camera to your computer. You can access the My Pictures folder either through My Documents or by opening the Start menu.
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How to sync my digital camera with my computer
After you take pictures with your digital camera, you can copy the pictures from your camera to your computer to print and share. Most cameras come with software that transfers images to your computer.
There are three ways to upload photos:
Cable: Connect the computer to the camera.
Camera dock: Place the camera on the dock.
Card slots: Place the camera's memory card into a memory card slot.
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How can I edit my photos in Office Picture Manager or another program?
You can use Microsoft Office Picture Manager to make corrections to your pictures, such as fixing brightness and colour, or removing red-eye. You can view your pictures no matter where they are stored by using the Locate Pictures feature. The editing tools available in Office Picture Manager include Brightness and contrast; Color; Crop; Rotate and Flip; Red eye removal; and Resize.
Click here for additional support on Office Picture Manager
Another digital-imaging program available from Microsoft is Digital Image Suite. The software enables you to organize, edit and help improve your photographs. Transform your photo into a pencil drawing or an impressionist piece of art. Remove unwanted objects, eliminate red-eye and reduce busy backgrounds. Create a modern slide show with music and narration to be played on any DVD player. Finally, use powerful tools of Digital Image Suite to help you organize the hundreds of photos on your computer so you can easily find them.
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How can I share my photos?
The Microsoft Home Magazine article, How to share your digital photos, explains the various ways that you can share your photos with family and friends. See excerpts from the article below to learn how to share your photos via e-mail, a printer, photo CDs, projects and web posting.
- E-mail: Newer cameras allow users to change the settings to take lower-resolution images intended for e-mail while they're still in the camera so you won't crash the recipient's PC. Watch this video to learn how Microsoft Office Outlook 2003 helps you optimize your picture sizes so you can easily send them in e-mails to family and friends.
- Print: You can either print your photos at home or at a retail location that offers digital printing services. Many retailers have websites, including Black's Online Photo Centre, Kodak Picture Center @ Shoppers Drug Mart, Future Photo and London Drugs Photo Station, where you can order prints online. For users of Windows XP, go to the My Pictures folder and on the left-hand navigation, under Picture Tasks, select Order prints online. Newer printers allow users to insert memory cards directly into printer card slots. See how to print a collection of digital pictures using your home computer below.
- Photo CDs: Add music, print a CD cover and present friends with a musical slide show. Most technology retailers can burn your images for you. You can also have regular, non-digital photos copied onto a CD.
- Projects: You can turn your images into greeting cards, iron-on transfers or framed gifts. Visit the Microsoft Home Magazine Projects & Crafts section for ideas.
- Web posting: Many websites will take you through the step-by-step process of posting photos online. Some Internet service providers also offer free space and walk customers through the process of creating a web page. Instead of attaching an image or two to an e-mail message or devoting a lot of time to creating a family web page, you can join an online photo-sharing service to post entire albums on the Net.
See below some of the websites where you can post your photos:
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How can I print my photos?
To print a collection of digital pictures using your home computer, follow the steps below:
- Click Start > My Pictures.
- In the My Pictures folder, double-click the folder containing the digital pictures you want to print. You can select multiple pictures by pressing and holding down the CTRL key while making your selections. To print all the pictures in the folder, go to the Edit menu and click Select All.
- Next, click Print the selected pictures under Picture Tasks.
- On the Welcome page of the Photo Printing Wizard, click Next.
- Each selected picture will have a checkmark. If you do not want to print all the pictures, clear the check box beside any picture you do not want to print. When finished, click Next to continue.
- The default printer is automatically selected for you. If you have more than one printer, select the printer you'd like to use.
- You can change print options by clicking Printing Preferences. Different printers will have different options. If you want to make a high-quality colour print, purchase photo-quality paper, click Best under Quality Settings and then choose Color.
- Click OK > Next to continue. The Layout Selection page is displayed. There are several ways you can lay out your pictures on an 8½ x 11-inch sheet of paper.
- To print wallet-sized pictures, scroll down and click Wallet Prints under Available layouts. A new print preview is generated.
- Click Next. The picture will be sent to your printer.
- Click Finish. Retrieve your pictures from the printer.
Watch this video to see how to Print photos from your PC step by step.
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2. My Music
What is the My Music folder on my computer?
Windows Media Player
How and where to legally download music
Portable media players
How can I share my music online?
How can I burn an audio CD?
Additional support
What is the My Music folder on my computer?
My Documents is a folder that sits on your desktop. It's a convenient place to store documents, photos or other files that you want to access easily. It is represented on your desktop with an icon of a folder with a sheet of paper in it. My Documents also contains the My Music folder, which is the default storage location for music that you upload or save to your computer. You can access the My Music folder either through My Documents or by opening the Start menu.
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Windows Media Player
Windows Media Player is a free program that enables you to watch videos and play music on your computer. This simple software has fun jukebox features, easy CD transfer to the computer, supports CD-burning and is compatible with the widest range of portable players. You can also store other media files, including videos and pictures. Windows Media Player offers stunning video quality and the web's first 5.1 surround-sound audio.
Find out more about how to Manage your music and movies with Windows Media Player with this article from Microsoft Home Magazine.
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How and where to legally download music
Buying music online is fast and convenient. You can use Windows Media Player 10 to find, purchase, and download music from online stores. Most stores only require a simple sign-up process and then you can start shopping. You can register with as many online stores as you want. To browse for more online stores, in the Windows Media Player select View > Online Stores > Browse all Online Stores. This leads to a web page on the website for Windows Media Player with links to music, video and radio retailers that provide online stores for the Player.
Here are some popular online stores:
Commercial music stores, such as those listed above and those accessible from within Windows Media Player, have obtained permission from the artists and companies that own the music to let you purchase and download their songs. When you buy and download a song from an online music store, a portion of the purchase price goes toward compensating the artists just like when you buy a CD at your local store.
By purchasing songs from an online music store instead of a file-sharing network (such as Kazaa or Morpheus), you are avoiding potential legal problems and are helping to make sure that musicians and other recording industry professionals get paid for their work.
Visit the online store for Windows Media Player to read more about downloading music and to visit some of the top online music stores.
For information about online stores that support the Windows Media Audio (WMA) format, see the Music Stores page.
Read more about how to Download your favourite tunes from the Internet with this article from Microsoft Home Magazine.
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Portable media players
Take your music to go! Portable media players using Microsoft Windows are handheld devices that play recorded music that you transfer from your computer running Microsoft Windows XP. Click here to see 70 portable music players that work with Windows Media Player 10.
Also check for the PlaysForSure logo on portable media players, which indicates they are optimized to work with Windows Media Player 10.
You can connect your portable media player to your computer by using the USB cable that came with it. Follow these steps to synchronize the content in your Windows Media Player Library with your portable media player.
- Connect your portable media player to your computer, and then launch Windows Media Player 10.
- Note that the Device Setup Wizard starts if you have not set up synchronization with your device. You have two options for synchronization, Manual or Automatic.
- Click Manual to drag the items that you want to the device or Click Automatic to synchronize all your content to your device.
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How can I share my music online?
You don't have to build your own website to tap into the online music community. There are hundreds of forums, message boards and chat rooms where people go to talk about music. Find out more about sharing your music with family and friends with this article from Microsoft Home Magazine.
Visit these Canadian music websites to experience music online:
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How can I burn an audio CD?
Follow the steps below to create your own customized music CD by burning (copying) songs from your music library in Microsoft Windows Media Player 10 to an audio CD. The steps involve selecting your favourite songs from your music library, organizing them in the order you want them to play and copying them to a CD.
- On the Start menu, point to All Programs > Windows Media Player.
- Click Library. You will see an expandable view of all the media items in your library. If there are any items in the Now Playing list, clear the existing list to start fresh.
- Click Now Playing > Clear List. The list will be erased and you are ready to build a playlist that you will burn to a CD.
- Click Now Playing > Burn. Next, add songs to the Burn List.
- In the Contents pane, expand the All Music category by clicking the plus sign next to it, and then expand the Album category. All albums in your library are displayed.
- Select an item.
- In the Details pane, press and hold the CTRL key. Click the songs you want to add to your list. All albums in your library are displayed.
- Drag the selected songs to the Burn list. Repeat steps 6 through 8 until your Burn List is complete. To change the order of the Burn List, drag songs up or down in the list.
- Insert a blank CD-R disc in the CD drive.
- To make sure the songs you've selected will fit on your CD, look at the Total Time at the bottom of your Burn List, and compare it with the total time the CD can hold. Most CDs can hold up to 80 minutes of music.
- To remove a song from the Burn List, right-click the song title > Remove from List.
- Click the Start Burn drop-down arrow at the bottom of the screen and make sure that Audio CD is selected.
- Click Start Burn to burn your songs to the CD. When your computer finishes burning your songs, it ejects your disc. You now have your own custom music CD!
If you are experiencing errors burning an audio CD, try the following:
- Check that your CD recordable (CD-R) or CD rewritable (CD-RW) drive has the most recent driver software from the Windows Update page.
- Try burning different files to the CD to make sure the problem isn't with the files being burned.
- You may also want to lower the recording speed on your CD-R or CD-RW drive by doing the following: In Windows Explorer, right-click the drive, click Properties and then the Recording tab. Reduce the "write" speed.
- Try different CD brands until you find one that meets your needs
To find out more about burning a CD, read CD burning basics from Microsoft Home Magazine.
For more information about burning an audio CD, watch this video for step-by-step instructions.
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1. Installing / Upgrading Windows
How do I install the Windows XP operating system?
How do I upgrade to Windows XP from an existing version?
What do I do if my product key is invalid?
How do I replace a product key?
How do I install the Windows XP operating system?
Before you install or upgrade to Windows XP, take these precautionary steps:
- Obtain and install the latest BIOS upgrade for your computer from the computer's manufacturer. The BIOS is what starts the computer after you turn on the power. Software programs, such as the Windows operating system, work with the BIOS to make your computer more user-friendly. If you update the BIOS after you upgrade the computer, you may have to reinstall Windows XP to take advantage of certain features.
Find out how to check your BIOS here.
- Install any updates for your hardware devices before you start the upgrade if you can. Find out how in the Hardware FAQ.
- Disconnect from the Internet during the installation. Disconnecting from the Internet during the installation helps protect you from malicious users.
Insert the CD-ROM for Windows XP into your CD-ROM or DVD-ROM drive, restart the computer and follow the steps below.
- When you see the "Press any key to boot from CD" message, press any key to start the computer from the CD-ROM for Windows XP.
- At the Welcome to Setup screen, press Enter to start Windows XP Setup.
- Read the End-User License Agreement and press F8.
- Follow the instructions on the screen to select and format a partition where you want to install Windows XP.
- Follow the instructions on the screen to complete the Windows XP Setup.
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How do I upgrade to Windows XP from an existing version?
Before upgrading to Windows XP, visit the Windows XP Home Edition Upgrade Center to check your system requirements and ensure your hardware is compatible. You should back up all important information from your hard drive to CD, DVD or external hard drive before you upgrade your version of Windows.
Follow these steps to upgrade your existing operating system to Windows XP:
- Start your computer, and then insert the CD-ROM for Windows XP into the CD-ROM drive.
- If Windows automatically detects the CD-ROM, click Install Windows to start the Windows XP Setup Wizard. If Windows does not automatically detect the CD-ROM, click Start > Run > type the following command, and then click OK: CD-ROM drive letter:\setup.exe (for example- d:/setup.exe)
- When you are prompted to select an installation type, select Upgrade (the default setting) > Next.
- Follow the instructions on the screen to complete the upgrade.
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What do I do if my product key is invalid?
If the Product Key used to install Windows is invalid, check the number located on the sticker on the back of the CD case or on your Certificate of Authenticity. Visit the Microsoft Genuine Software How to tell page to see examples of where to find your Certificate of Authenticity sticker and product key number. Once you have the number, try to re-enter it again.
If the number still comes back as invalid, the product key that you are using to install Windows XP may match a product key that Microsoft has determined to be invalid. Please contact your system administrator or retailer immediately to obtain a valid Product Key. If you think you have purchased pirated Microsoft software, you may also contact Microsoft Corporation's Anti-Piracy Team by e-mailing piracy@microsoft.com.
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How do I replace a product key?
To replace a CD or Product Key, you must contact the Microsoft Support Centre
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2. Windows Update
What is Windows Update?
Windows Automatic Updates
How do I review recommended Windows Updates?
I am having problems installing the updates
Additional information
What is Windows Update?
Windows Update is a Microsoft website that provides free updates for the Windows operating system, software and hardware. The updates will address known issues and help protect against known security threats. When you visit the website, Windows Update scans your computer and tells you which updates apply to your software and hardware. You choose the updates that you want to install. Visit Windows Update here.
Windows Updates are available in these categories:
High priority: Critical updates, security updates, service packs and updates that should be installed as soon as they become available and before you install any other updates.
Software (optional): Non-critical fixes for Windows programs, such as Windows Media® Player.
Hardware (optional): Non-critical fixes for drivers and other hardware devices, such as video cards, sound cards, scanners, printers and cameras.
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Windows Automatic Updates
A helpful feature, known as Automatic Updates, in Windows XP can make sure that your computer always has the most current Windows XP software available from Microsoft. The Automatic Update feature gives you the option to have high-priority updates (mentioned above) installed on your computer automatically, or to manually install the updates once they've been downloaded to your computer. If you choose to manually install, it is very important to actually install the updates. Unless they have actually been installed on your machine, these updates are not active and your computer may be vulnerable.
It's also a good idea to visit the Microsoft Update website on a regular basis to get optional updates, such as recommended software and hardware updates.
Follow these steps to turn on Automatic Updates:
- Click Start > Control Panel > Security Center > Automatic Updates.
- Choose your settings > OK.
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How do I review recommended Windows Updates?
To find out more information about an update before you install it, click the name of each update to view its description. To view system requirements and support information, click the Details link provided in each description.
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I am having problems installing the updates
You may be having trouble installing updates because of a security setting in Internet Explorer:
- In Internet Explorer, on the Tools menu, click Internet Options.
- On the Security tab, click Internet zone > Default Level.
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Additional information
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3. Service Pack 2 (SP2)
What is Service Pack 2?
Where do I download Service Pack 2?
A program stopped working since I downloaded SP2. What do I do?
Additional Support
What is Service Pack 2?
Microsoft Windows XP Service Pack 2 with Advanced Security Technologies — Service Pack 2 for short — is an essential software update for computers that use Windows XP. A service pack is a software program that updates existing software to fix problems and add new features. Service packs collect previously released patches and updates in a single package, which makes it easier and more convenient to get all the updates you need.
Service Pack 2 from Microsoft adds several new security enhancements and tools designed to help protect computers running Windows XP. Safer e-mail handling, more secure browsing and simpler computer maintenance are some of the main features of Service Pack 2. It also contains significant updates for Outlook Express, Windows Messenger and Windows Media Player.
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Where do I download Service Pack 2?
Before downloading Service Pack 2, follow these few steps to ensure your download goes smoothly.
- Remove any unwanted software from your computer.
- Get the latest computer manufacturer updates for SP2 from your computer manufacturer such as HP or Dell.
- Back up or make a copy of your important and irreplaceable personal information, such as pictures, documents, music and financial data.
There are three ways to get and install Service Pack 2:
- Download it from Windows Automatic Updates
- Download it from www.microsoft.com/protect
- Order it on a CD-ROM
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A program stopped working since I downloaded SP2. What do I do?
To help provide security for your computer, Windows Firewall blocks unsolicited connections to your computer. However, sometimes you might want to make an exception and permit someone to connect to your computer. For example, if you're exchanging instant messages with someone who wants to send you a file (a photo, for example), Windows Firewall will ask you if you want to unblock the connection and allow the photo to reach your computer.
To add a program to the exceptions list:
- Click Start > Control Panel.
- In the control panel, click Security Center > Windows Firewall.
- On the Exceptions tab, under Programs and Services, select the check box for the program or service that you want to allow > OK.
If the program (or service) that you want to allow is not listed:
- Click Add Program.
- In the Add Program dialogue box, click the program that you want to add > OK. The program will appear, selected, on the Exceptions tab under Programs and Services. (If the program that you want to allow is not listed in the Add a Program dialogue box, click Browse, locate the program that you want to add and double-click it.)
- Click OK.
If you are still experiencing errors with the program, please contact Service Pack 2 Support Centre for more information.
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1. Security
How do I protect my PC?
How do I protect my passwords?
How do I protect my information?
How do I protect my kids when they are online?
Additional support
How do I protect my PC?
There are several ways you can help keep your PC secure. First, make sure you are using an Internet firewall to help protect your computer against security attacks. Get the latest security updates for your computer, scan and clean your computer regularly to remove malicious software, and use updated anti-spyware software from a trusted source, such as Windows Live OneCare, to scan your system regularly.
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How do I protect my passwords?
Check the strength of your passwords with Microsoft's Password checker. Just enter a password and the checker will tell you if it is weak, medium or strong. A strong password is one that has at least eight characters and includes a combination of uppercase and lowercase letters, numbers and symbols. The strength of your password can help determine your safety online.
Change your password regularly to further ensure its security.
- To do this in Windows, go to Start > Control panel > User accounts.
- Under Pick an account to change, select your account.
- Click Change password and type in your current password. You will then be prompted to change your password and re-enter it to confirm.
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How do I protect my information?
There are several simple ways you can help make sure your personal information stays safe and secure. Your main form of defense is common sense. Backing up your files regularly helps protect important data from loss due to accidental deletion, malicious attacks or hard-disk failure.
Windows Live OneCare scans your computer for files that are new or changed since the last time you ran a backup. The Backup Wizard prepares your files, compresses them, and copies the files to the location you choose.
- Don't respond to e-mails requesting personal information. E-mail is not a secure enough form of communication for providing personal data.
- Choose a secure password using a combination of letters, numbers and symbols.
- Change your password regularly.
- Lock your computer when you leave your desk.
- Password-protect your files. To do this in Word or Excel, go to Tools > Options > Security tab. Enter your password in the Password to open box and click OK. You will then be prompted to re-enter your password. Save your file. When you close and reopen it, you will be prompted to enter your password.
- Have a user account for each member of the family so important files remain under your control. To do this, go to Start > Control Panel > User Accounts. Under Pick a task, click Create new account. Type a name for the new user account and click Next. Check either Computer administrator or Limited, depending on the type of account you want to assign to the new user, and then click Create Account.
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How do I protect my kids when they are online?
Kids are going online for everything from researching school projects and doing homework to chatting with friends. If you are unsure whether your child is old enough to start surfing, check out the parent's guide to online safety, which explains, age by age, how you can help make your child's online experience safe and fun.
Teach your kids a few simple, yet important rules for being online:
- Never give out personal information.
- If something they see or read makes them uncomfortable, turn it off or close the window. They can use Alt-F4 to close a pop-up window.
- Never agree to meet someone in person whom they have met online.
- Never open attachments from people they don't know.
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2. Phishing and Spam
What is phishing?
What is spam?
How can I stop spam?
I have lots of spam, where does it come from?
How can I protect my PC from phishers and spam?
Additional support
What is phishing?
Phishing is an e-mail scam designed to try and get computer users to give up valuable information, such as credit card numbers, passwords, account information or other personal data. A phishing scam might begin with an e-mail designed to look legitimate, asking for personal information. Phishing e-mails often take the form of messages from banks or credit card companies, look authentic, but are really part of a scam. They often include official-looking logos from real organizations and other identifying information taken directly from legitimate websites.
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What is spam?
Spam is unwanted, unsolicited e-mail sent out in bulk. Spam is the Internet equivalent of telemarketing, trying to get you to buy anything and everything with ads that often clog your inbox.
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How can I stop spam?
There are a few things you can do to help cut down on some of the spam finding its way to your inbox. Don't respond to spam e-mails. Replying to junk mail increases your likelihood of getting more. Try and delete junk mail messages without opening them. Use spam filters to help keep junk mail out of your inbox.
- In Outlook 2003 go to Tools > Options > Preferences > E-mail > Junk e-mail.
- Click High to raise the protection level > OK.
To get the latest security downloads for Microsoft Office, including spam filters for Outlook 2003, click here.
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I have lots of spam, where does it come from?
Spammers will do anything — steal, swap or buy — to obtain lists of valid e-mail addresses. They will also build their own lists using software that generates millions of random e-mail addresses from well-known providers, such as MSN Hotmail, and then sends messages to these addresses. Invalid e-mail accounts return e-mail to the sender, so the software very rapidly records which e-mail addresses are active and which ones are not.
It doesn't cost spammers much to send out countless e-mail messages. If even a small percentage of a hundred million people buy something in response to a spam e-mail, they have succeeded.
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How can I protect my PC from phishers and spam?
- Delete junk e-mail without opening it.
- If you do happen to open a spam message, never reply to it.
- Do not click on any links provided within spam e-mails, even if they appear to be from a trusted source. If you want to go to your bank or credit card company's website, type in the URL yourself to make sure you are going to a legitimate site.
- Keep your operating system up to date by regularly downloading security updates and patches. Visit Microsoft Update, click on Start now and follow the prompts.
- Use updated anti-spyware software from a trusted source, such as Windows Live OneCare, which helps prevent viruses, worms, Trojans, spyware, and other malicious software from infecting your PC. It also scans and cleans attachments, downloads, and other files to help ensure your computer stays secure. OneCare?s integrated anti-phishing technology helps protect you from online scams. It monitors your PC to make sure you have Internet Explorer 7 installed and the Microsoft Phishing Filter turned on. Internet Explorer 7 notifies you when you've landed on a suspected phishing site, warning you not to enter sensitive personal information.
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3. Virus
I think my PC is infected. How do I tell if my computer has a virus?
I've got a virus that I can't get rid of. How do I get rid of a virus?
How do I stop my computer from getting viruses?
Virus protection software
How to implement a firewall
Additional support
I think my PC is infected. How do I tell if my computer has a virus?
Nobody wants to end up with a virus on their computer, but it does happen. Here are some warning signs your computer might be infected:
- Runs slower than normal
- Does not respond to mouseclicks or freezes up often
- Crashes
- Restarts on its own and fails to run normally
- Applications don't run properly
- Disks or disk drives are inaccessible
- You cannot print documents
- You see unusual error messages
- You see distorted menus and dialogue boxes
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I've got a virus that I can't get rid of. How do I get rid of a virus?
Make sure you have antivirus software running on your computer. If you do, go to the manufacturer's website to get the latest updates and do a thorough scan of your system. If you don't currently use antivirus software, subscribe to a service and scan your system. Get security and antivirus protection software from Microsoft here.
The Microsoft Windows Malicious Software Removal Tool helps to rid your computer of viruses, worms, spyware and other destructive programs that are slowing down your system. Read more about the tool and download it here if you are running Windows XP, Windows 2000 and Windows Server 2003. The software will check for infected files and display a report describing which, if any, malicious software was detected and removed.
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How do I stop my computer from getting viruses?
Although nothing can guarantee your computer will remain 100 per cent virus-free, there are steps you can take to help prevent an infection.
First, improve your computer's health and security by getting regular updates from Microsoft. Visit Microsoft Update, click on Start now and follow the prompts.
Next, use updated anti-spyware software from a trusted source, such as Windows Live OneCare. This all-in-one subscription-based security package provides antivirus and anti-spyware scanners, a managed, two-way firewall, and integrated anti-phishing technology, which helps protect your computer from viruses, worms, Trojan horses, hackers, phishing, and other threats ? all while running continuously and quietly in the background.
Never open an e-mail attachment from someone you don't know. If you are opening an attachment from someone you do know, be wary of the contents if they do not resemble a normal message.
It is also important to back up important files regularly in case your computer does become infected. Windows Live OneCare reminds you when your files need backing up, and can even back up your files automatically if you use an external hard disk drive.
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Virus protection software
There are several programs available to help keep your computer virus-free and running well. Visit Microsoft Update for the latest updates for Windows Vista and XP.
The following is a list of virus protection software to help keep your computer secure:
Windows Live OneCare: This package provides virus, spyware, and phishing protection, two-way firewall, regular performance tune-ups and automatic updates over the Internet.
Windows Defender: Help protect your PC from spyware and other potentially unwanted software.
Windows Live Toolbar: Get better protection against phishing scams and viruses with the Windows Live Toolbar.
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How to implement a firewall
A firewall helps protect your computer from viruses, hackers or worms that try to reach your computer over the Internet. It acts as a protective screen from malicious software that can attack your computer through your Internet connection. If you are running Service pack 2 for Windows XP, the built-in firewall should already be turned on. If you have Windows XP, but you aren't running Service Pack 2, click here to download it now.
Click here to get an Internet Firewall for earlier versions of Windows.
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Additional support
- For more tips on avoiding virus threats, read Keep your PC virus-free from Microsoft Home Magazine.
- For more information about how Internet firewalls can help keep your computer secure, read What's a firewall? from Microsoft Home Magazine.
- To learn more about how to defend your PC against viruses and worms, watch this video.
- If your question has not been answered and you require additional support, please contact Microsoft Canada Customer Support.
- If you have a virus, please contact No-Charge Support for virus and other security-related support at 1-866-727-2338. It is available 24 hours a day for residents of the United States and Canada.
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1. Microsoft Software
Where to find help for Microsoft software
Do you require a replacement product key?
How do I convert my trial products into the full product?
Additional support
Where to find help for Microsoft software
If you are experiencing technical difficulty with your Microsoft software and need assistance, you can contact the Microsoft Software Support team at (905) 568-3503 EST. Hours of operation are from 8:00 AM — Midnight EST Monday to Friday, 8:00 AM — 6:00 PM EST Saturday and 12:00 PM — 6 PM EST Sunday.
For more information regarding Microsoft product support services, visit the Online Support Page. You can use the free online self-help section to answer any questions you may have or direct a question to a Microsoft Technician.
For further information, advice and tips, support and downloads for specific Microsoft software, visit the following product pages:
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Do you require a replacement product key?
The Product Key label is an orange label stuck to the installation CD cover you received with your software. It contains a 25-character code. You need the product key to install, reinstall or repair your programs so it is best to try and keep it in a safe place.
If you need to replace a CD or Product Key, you must contact Microsoft Customer Support. To locate the appropriate phone number for your product, click here.
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How do I convert my trial products into the full product?
Many Microsoft software products have a corresponding trial version you can try out before you decide whether to buy the full product.
Trial software is usually a time-limited version of a Microsoft product. Some trial software does not expire, but may have limited functions or features. Depending on the product you want to try, a trial can come as a CD, DVD, download, streaming trial or web-hosted online experience. You can order or download most trial software from Microsoft free of charge (shipping charges may apply), install it on your computer, and use it to decide whether you want to order a full version of the product.
You can access a full list of available trial software from the Microsoft Trial Software Center. The Center includes links to trial versions of games, Office, Windows Server System products and more.
To convert your trial product into a full product, complete the following steps:
- Obtain the Microsoft Office System product at any retailer or online retailer to get a valid product key.
- You will have received reminder messages e-mailed to you over the last 30 days of your trial period. Open one of those and click the link that says Convert. Or, in the Help menu of the trial product you are using, click Activate Product. You can do this at any time during the trial period or even after the trial has expired.
- In the Setup dialogue box, click Enter Product Key.
- Enter the product key shown on the packaging of the product you bought at the store or the product key that you purchased online. Click Next.
- You will then see the End User License Agreement (EULA). You must accept this agreement to use the software. Select I accept the terms in the License Agreement and click Next.
Your other option is to uninstall the trial version and install the full version instead of converting the trial to the full version.
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Additional support
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2. Microsoft Office
Do you have problems with Outlook, Word or Excel?
Do you require a replacement product key?
Do you have licensing issues with Office?
Additional support
Do you have problems with Outlook, Word or Excel?
If you are experiencing technical difficulty with Office software and need assistance, you can contact the Microsoft Office Support team at (905) 568-2294 EST. Hours of operation are from 8:00 AM — Midnight EST Monday to Friday, 8:00 AM — 6:00 PM EST Saturday and 12:00 PM — 6 PM EST Sunday.
For more information regarding product support services, please visit Microsoft's On-line Support Page. You can use the free online self-help section to answer any questions you may have or direct a question to a Microsoft Technician.
For further information, advice and tips, and support and downloads for specific Office products, visit the following product home pages:
To browse the many support topics concerning Microsoft Office visit the Assistance page.
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Do you require a replacement product key?
The Product Key label is an orange label stuck to the installation CD cover you received with your software. It contains a 25-character code. You need the product key to install, reinstall or repair your programs so it is best to try and keep it in a safe place.
If you do need to replace a CD or Product Key, you must contact PSS. To locate the appropriate phone number for your product, click here.
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Do you have licensing issues with Office?
A software license gives you the right to run or access a software program. There are then ongoing requirements determining how the software you have purchased can be used. These requirements include deployment eligibility, transferring software to other users and downgrading to earlier versions of the software.
For further information on licensing for Microsoft Office, click here.
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Additional support
- Visit the Demo Showcase for Office for more help and tips for using Office programs.
- Learn more about Office with Office Quizzes — a fun way to expand your knowledge.
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3. Microsoft PC games
Where can I find PC game help?
Where do I look for ratings?
Where to find information on Microsoft PC Games
How do I update video and sound devices before installation?
Additional support
Where can I find PC game help?
For help and support on Microsoft PC games, visit the Microsoft Games Studio help and support page.
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Where do I look for ratings?
The following is a list of video game ratings from the Entertainment Software Ratings Board. (ESRB)
The rating symbol will be located on the front of the box and a description of the rating is located on the back.
EC — Early Childhood. Specifically aimed at kids age 3 and older.
E — Everyone. Ages 6 and older.
E 10+ — Everyone, Ages 10 and older.
T — Teen. Ages 13 and older.
M — Mature. Ages 17 and older.
AO — Adults Only. Not to be sold or rented to anyone under the age of 18.
RP — Rating Pending. Refers to games that have been submitted and are awaiting final rating.
To read more about video game ratings and what they mean, click here.
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Where to find information on Microsoft PC Games
For further information, advice and tips, support and downloads for specific Microsoft PC games, visit the following product pages:
Use Game Advisor for Windows XP to check if your computer has the hardware you need to play a game before you buy it. The program scans your system so you don't have to guess if you have the correct requirements.
You can also use the Game Advisor to find games that are right for you based on age and interests; read game reviews and ratings from other users, plus add your own; download bonus game content and check out game demos, updates, trailers and screenshots.
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How do I update video and sound devices before installation?
In order to play a game with optimum speed and sound, your PC will need to meet the minimum sound and video card requirements. Visit the Microsoft Games Studio to find links to specific PC games to get their minimum sound and video requirements.
For example, Rise of Nations requires a 16 MB 3-D video card and an audio board with speakers or headphones.
Sometimes, you will need to upgrade both video and sound devices in order to get the most out of your PC games. To learn how to install a new sound card, click here.
To learn more about the video card in your computer and how to update if necessary, click here.
In order to purchase a new sound or video card, visit Windows Marketplace.
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Additional support
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4. Xbox and Xbox games
Where do I find help and support for Xbox?
Where do I look for ratings?
Where can I look for information on Xbox games?
Additional support
Where do I find help and support for Xbox?
If you are having trouble or have questions about your Xbox, please contact the Xbox Support team at (905) 568-3503 EST. They will be able to answer any questions that you have pertaining to Xbox games and hardware and the updates with the new version.
You may also visit support online for Xbox. This page covers problems you may encounter with games, hardware and Xbox Live.
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Where do I look for ratings?
The following is a list of video game ratings from the Entertainment Software Ratings Board. (EDRB)
The rating symbol will be located on the front of the box and a description of the rating is located on the back.
EC — Early Childhood. Specifically aimed at kids age 3 and older.
E — Everyone. Ages 6 and older.
E 10+ — Everyone, Ages 10 and older.
T — Teen. Ages 13 and older.
M — Mature. Ages 17 and older.
AO — Adults Only. Not to be sold or rented to anyone under the age of 18.
RP — Rating Pending. Refers to games that have been submitted and are awaiting final rating.
To find out about video game ratings and what they mean, click here.
You can also visit the Family Center for Xbox for some helpful tips on finding suitable games for younger players, healthy gaming, game ratings and parental controls.
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Where can I look for information on Xbox games?
To get all the latest information on Xbox games, tips and tricks and where to buy, visit the Xbox games page. View game trailers, see what's new and get inside information on all your favourite Xbox games.
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Additional support
- Get help from Xbox.com experts here. Find hints and tips, detailed strategies, level walkthroughs and developer interviews.
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1. Hardware peripherals
How do I install hardware?
What are automatic hardware updates?
Why would I download hardware drivers?
I have upgraded to Windows XP and my hardware isn't working.
How to configure wireless devices
Additional support
How do I install hardware?
You may receive the following error message while installing new hardware with the hardware wizard: The specified location does not contain information about your hardware.
This error can occur for the following reasons:
- If you select an incorrect hardware type
- If the driver is not compatible with your operating system.
Make sure you have selected the correct device in the hardware wizard. To find out more about which products are compatible with Windows XP, click here.
If your device is not compatible with your operating system, refer to the manufacturer's instructions for installing the driver or contact the manufacturer for assistance.
If you are still having trouble installing and using your hardware device, please contact Microsoft Canada Customer Support.
To install a new hardware device:
Connect the device to your computer and follow the wizard that automatically pops up or follow the steps below.
- Connect the device to your computer.
- Go to Start > Control Panel.
- Click Add hardware.
- The hardware wizard will prompt you to click Next.
- Follow the steps for a hardware installation.
- If your device came with an installation CD, it is recommended you hit Cancel in the Wizard, insert the manufacturer's disc and follow the steps provided.
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What are automatic hardware updates?
Go to Windows Updates to find out what hardware updates you might need. The site will automatically scan your system for updates. Applicable updates with descriptions are listed for you to decide whether to install them.
Drivers (explained below) are offered to download and install from the Windows Update site either as a regular update or as a critical update. Use the Express Install for critical and security updates and Custom Install for High Priority and Optional Updates. This feature allows you to download new drivers for just about any type of component.
To learn more about accepting Automatic Updates, read How to configure and use Automatic Updates in Windows XP.
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Why would I download hardware drivers?
When you make a change to your system or run a new device, you may find you need new drivers. Drivers are small pieces of software that manage all the different devices in your computer system, like your mouse, keyboard, speakers and other hardware. When you add hardware to your computer you may need to update these drivers.
The best place to start is Microsoft Update. Microsoft Update scans your system to see what you have installed. You may be asked to download software onto your computer to facilitate this process.
To use Microsoft Update to find driver updates:
- In Microsoft Update click Custom Install in the main column.
- Click Select optional hardware updates in the left-hand column.
Microsoft Update will examine all parts of your system to figure out what needs updating.
It's a good idea to visit Microsoft Update regularly for driver updates and other non-critical updates.
If you know the specific name and version number of the driver you need, you should be able to download it from the Windows Update Catalogue.
To use the Windows Update Catalogue:
- On the Microsoft Update home page, under Other options click Administrator options.
- Under Update multiple operating systems click Windows Update Catalogue.
- Click Find driver updates for hardware devices.
- Click Pick a hardware category and search for the latest updates to keep your devices working properly.
- You'll see a list of driver types. Select the category you're updating, for example Sound, Video, Printer and a search form will appear.
- Select from the list of manufacturers, click your operating system and search for your update. You'll see a list of suggested updates in the search results. Find the one you need, click Add and click Go to Download Basket.
- Browse for the location where you'd like to download the software and then click Download Now.
- Install the update.
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I have upgraded to Windows XP and my hardware isn't working.
If you recently upgraded to Windows XP and a hardware device is not working properly, or if your computer doesn't recognize a hardware device, the problem could be related to a device driver. A device driver is software that regulates or controls computer hardware. Downloading and installing the latest device drivers frequently resolves hardware problems.
Use the Upgrade Advisor to help make sure that, after you install the operating system, everything will work correctly. To read more about the Upgrade Advisor and to download it, click here.
When you do buy new hardware, check the Windows Catalogue to see if your current hardware and software have the Designed for Windows XP logo. This logo identifies products that deliver a high-quality computing experience with the Windows XP operating system. To find out more about which products are compatible with Windows XP, click here.
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How to configure wireless devices
Microsoft Broadband Networking products let you share a single broadband Internet connection with all the computers and hardware devices in your home.
To configure all of your wireless devices, you need to run the Wireless Network Setup Wizard. To do this, complete the following steps:
- Go to Start > Control Panel.
- Choose the Wireless Network Setup Wizard. The Wizard helps you set up a wireless network in which all your computers and devices connect through a wireless access point.
- You will be prompted to enter a name for your wireless network.
- Choose to either have a network key assigned to your wireless network automatically or manually. It is recommended to have Windows assign you a network key automatically to prevent outsiders from accessing your network.
- You will then be asked whether you want to configure your network using a USB flash drive or to set it up manually. Using the USB flash drive is recommended, because with this method you create network settings only once and save them to your flash drive. Then, you can easily use the flash drive to add more devices to the network.
- Plug the flash drive into any USB port. The drive letter will appear in the setup wizard. If that is the desired drive, click Next.
- Follow the prompts provided in the setup wizard to compete the configuration of your network.
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Additional support
- For more information about drivers, read Computer drivers: Why they matter from Microsoft Home Magazine.
- To find out how to replace lost, broken or missing Microsoft software or hardware, click here.
- If you would like to learn more about registering your Microsoft hardware, click here.
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2. Hardware: Mice and keyboards
How do I install a keyboard or mouse?
What are the different styles of mice and keyboards from Microsoft?
My mouse/keyboard stopped working
What is fingerprint technology?
My mouse is not working
Additional support
How do I install a keyboard or mouse?
To install a keyboard or mouse, complete the following steps:
- Log off Windows and turn off your computer.
- Disconnect your old keyboard or mouse.
- If you are installing a USB mouse or keyboard, connect it to a USB port at either the front or back of your computer. A USB mouse connects to your computer using a USB (Universal Serial Bus) connector. Most computers today come with several USB ports, allowing users to connect many hardware devices to their PC at once.
- If you are installing a PS/2 mouse or keyboard, connect it to the PS/2 port at the back of your computer. A PS/2 mouse connects to the round PS/2 port at the back of your PC.
- Turn on your computer.
- Test your new mouse or keyboard to make sure it is working properly.
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What are the different styles of mice and keyboards from Microsoft?
There are many different mice and keyboard models available from Microsoft. They are broken down into six categories to help you decide which product best suits your needs. Visit the following sections to get a better idea of what kind of keyboards and mice are available:
Use the Microsoft Hardware Product Finder to help you decide on a product that is best for your hardware needs.
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My mouse/keyboard stopped working
If you have a wireless device, try the following:
- Replace the batteries.
- Check that the tranceiver is clear of any clutter.
- Try rebooting your PC.
- Try reinstalling your hardware.
If your device is wired, try the following:
- Ensure the cord is securely plugged in.
- Try rebooting your PC.
- Try reinstalling the hardware.
If you are still having trouble using your hardware device, please contact Microsoft Canada Customer Support.
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What is fingerprint technology?
Fingerprint technology allows you to log on to your computer and favourite websites with your fingerprint. Instead of using a password, all you have to do is place your finger on the receiver whenever a password or username is required. Each member of the household can be recognized by placing their fingertip on the keyboard.
The first time you register your fingerprint, swipe your finger across the Fingerprint Reader from top to bottom. When you authenticate your fingerprint, make sure the tablet is in the same position that it was in when you first registered your fingerprint. Try to use the same movement authenticating your fingerprint as when you registered it. If there is too much difference, access may be denied.
The Fingerprint Reader should not be used for protecting sensitive data, such as financial information or for accessing corporate networks.
For information on how to add, change or remove a fingerprint, click here.
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My mouse is not working
If your mouse is not working correctly, make sure it is connected. If you are using a wired device, make sure it is plugged in. If you are using a wireless device, check to see if the batteries need to be replaced.
You may also want to change the speed or movement of your mouse if the cursor movement is too fast or too slow. Follow these steps to change your mouse speed using Windows XP:
- Go to Start > Control Panel.
- Click on Mouse > Pointer Options.
- Under motion, use your mouse to slide the arrow to the desired setting.
- Click OK.
If you are still having trouble using your hardware device, please contact Microsoft Canada Customer Support.
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Additional support
- To get the latest manuals and technical data sheets for your mouse and keyboard, click here.
- To get the latest software updates for your Microsoft hardware, click here.
- Visit the Mouse Products page to get more details about the latest technology used to develop Microsoft mice.
- Visit the Keyboard and Desktop sets page to get more details about the latest technology used to develop Microsoft Keyboards and Desktop sets.
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