Windows 10 – Finding Help

Getting Help With Windows 10

Do you need help with Windows, Microsoft Office, or Office 365? Do you have a problem with your, OneDrive, Skype, or Microsoft Account? Do you have questions about Microsoft Teams, or Windows privacy? Are you having a technical issue with your Xbox, Surface, or other PC accessories?

Microsoft wants to help! To that end, they’ve included an app called Help in Windows 10, to direct you to online resources and even real live humans who stand ready to answer your questions and connect you to technical support agents.

To open the Help app, click the Windows key, type HELP and press Enter. A Microsoft Virtual Agent will ask you to briefly describe your issue below. The software-based Virtual Agent can help with questions pertaining to Windows activation and licensing, password resets, downloading and installing software, Windows setup and updates, networking and connectivity, devices and drivers, protecting your PC, and xBox gaming.

It also handles common queries about Microsoft Office and Microsoft 365, such as installing, activation errors, product keys, billing, and canceling your subscription. The automaton can also help with Microsoft Account issues, including password reset and recovery, forgotten username, issues signing in, account security, and closing your account.

In my testing, certain queries like “how do I reset my password?” or “fix windows update problems” resulted in helpful responses that lead to online help for those questions. If your query baffles the Virtual Agent (or you persist in answering “no” or “none of the above” to all the followup questions) you’ll be given the option to talk to a person.

After selecting your product and issue, you’ll be given options that may include Chat with a Windows Advisor, Ask the Community, Email Support, or get a call back. I selected PC Accessories from the Product dropdown menu, and was happily surprised to see that I could “Talk to a person” by clicking the “Call me back” link. The screen said my estimated wait time was 1 minute, but when I entered my phone number and clicked the Confirm button, my phone rang almost right away.

I was on hold for just a few seconds before a real person came on the line, and asked how she could help. I told her my wireless mouse was not working and asked for advice. She asked me what kind of mouse I had, and then offered to transfer me to a hardware tech support agent.

I thought she might suggest checking the batteries, or some other basic troubleshooting measures before handing me off to a specialist, but maybe that’s her job. Since I was just kicking the tires, I didn’t want to waste any more of their time, so I politely ended the call. Overall, I was impressed at the speed of getting connected to a live agent who was polite and spoke good English.

Other Sources of Windows 10 Help

Of course, you don’t have to go groveling to the folks at Microsoft for help with your Windows questions or problems. You might prefer to start by just entering your question into your favorite search engine. Chances are, you’ll find a helpful article that addresses the issue.

Here on Ask Bob Rankin I’ve written quite a few articles on how to use Windows 10. Some recent ones are listed below:

• Windows 10: Did You Know...?
• Safe Mode: Your Windows 10 Bomb Shelter
• Windows 10 Tip: Try Task View and Virtual Desktops
• Windows 10 Hard Drive Cleanup
• Windows 10 Tip - Security Settings
• Make a Windows 10 Recovery Drive, NOW
• Windows 10 Keyboard Shortcuts

Do be wary of search results that direct you to download a diagnostic tool, or call a number for help. Most of these are traps that will empty your wallet and fill your computer with malware. And if you get an unsolicited phone call from someone who claims to be from Microsoft tech support, do not engage – even if they tell you they’ve detected a virus or some other critical problem on your computer. These are all scams, hang up immediately.

Where do you turn for help with Windows 10? Post your comment or question below...