Question:
I'm having some difficulty accessing on-line support at Microsoft.
I need to download the Office 97 SR-1, but when I try
to do so I get an error message. I also got the same message
when I tried to access some online information about troubleshooting.
I have created a user profile as required by Microsoft
Support, but what is the deal?
-- MH
Answer: Web sites can be incredibly complex. Especially
those that provide the volume of data that Microsoft's site
does.
Some sites run a series of computers, maybe even dozens,
all chained together. Each one performs a different file
serving function.
The problem you ran into at the microsoft.com
site is probably related to a crashed machine in a chain
of Web serving machines. A machine providing links to the
SR-1 patch was working fine, while the one that contained
the file or program that took you to that file was down.
Your best bet is to wait an hour or so and try again.
These are still early days for the Internet, and Web technologies
are imperfect.
But the fact that you are looking for the Microsoft Office
97 SR-1 patch was a reminder that I haven't discussed it
before and it's worth reviewing.
Most people have heard of software patches. They're digital
Band-Aids for programs. After the release of the software
package, the manufacturer often finds a series of bugs that
needed fixing. They vary from small cosmetic annoyances
to huge security flaws.
To rectify the problem, the software maker will create
a program that will sew itself into the program to remove
the errors.
There will shortly be two patches available to fix Microsoft
Office 97 for Windows products. SR-1 is currently available.
SR-2 is expected by summer's end.
These are patches for Windows users.
Mac users have fewer fixes to worry about, as usual, and
can find their patches at http://support.microsoft.com/support/macoffice/default.asp.
Now on to the business of patching the Windows products.
Service Release 1 Patch (or SR-1) is available on the
Web at http://www.microsoft.com/office/office/enhancements/sr1off97.asp?prev=111111.
There's also a link on that page that points to the patch
for the International English version of Office 97. There
are also instructions for Windows NT users that have Office
97 installed.
The main reason you'd want to install SR-1 is for the
Word 6.0/95 Binary Converter for Word 97.
This allows Microsoft Word 97 users to convert their documents
to older versions of Word. Other components include enhancements
for the Outlook 97 desktop information manager and updated
file viewers, converters and filters.
Do you need to install SR-1? No, not necessarily. If your
MS Office 97 software works just fine without it, you don't
have to worry. Microsoft is urging you to, though, in order
to provide you with the latest features.
It's possible that you already have the patch installed.
You can tell by checking the Help menu. Select "About."
and "SR-1" will appear after the product name and version
(this includes Excel, Access, etc). For example, "Microsoft
Word 97" will appear as "Microsoft Word 97 SR-1" after it's
installed.
The exception is Outlook 97. It will show a new version
number: "Outlook 97 8.02."
SR-1 can be installed over the various Office 97 combinations
including: Professional, Standard, and Small Business Edition.
There's a really useful Frequently Asked Questions
document about the patch at http://www.microsoft.com/office/office97/ servicerelease/faq.htm.
Service Release 2 will be available by summer's end, according
to Microsoft's Web page. It will include a new way of updating
fixes for Office 97 as well as two key fixes: an Excel Auto-Recalculation
patch and a file that will ensure that the date format is
correct when saving PowerPoint 97 to PowerPoint 4.0.
Before installing SR-2, you'll need to install SR-1, Microsoft's
Web site says. For more information on SR-2, see http://www.microsoft.com/office/office97/ServiceRelease/SR2/fact.asp?prev=111111
Speaking of patches, you might also be interested in a
Outlook patch. It fixes security flaws in Outlook 98 and
Outlook Express 4.0 and greater. It relates to a problem
with long filenames when sending file attachments with an
e-mail. The 4.8 megabyte patch is available on the Web at
http://www.microsoft.com/outlook/enhancements/outptch2.asp?prev=111111.
If this column still doesn't fully
help you with your technical problems or answer questions
that you may have, you should see our Emergency
Help page for personalized help.
Adding RAM is easy, 
