Frequently asked questions about the Microsoft Support Diagnostic Tool (MSDT)

This article answers some of the frequently asked questions (FAQs) about the Microsoft Support Diagnostics Tool (MSDT). MSDT is a data collection service for computers that are experiencing problems with the following operating systems:

• Microsoft Windows 2000
• Microsoft Windows XP
• Microsoft Windows Server 2003
• Windows Vista
• Windows Server 2008

Microsoft support uses the information that MSDT collects to analyze and to determine the correct resolution to problems that you are experiencing on the computer.

Q1: Is the data that MSDT collects secure from unauthorized use?

A1: Yes. For more information, visit the following Microsoft Web siteQ2: How does MSDT change my system configuration?

A2:MSDT may change the configuration of the computer. For example, MSDT may enable debug-related logging and then require that you reproduce the problem that you are experiencing. MSDT may also enable diagnostics that collect additional information about the problem.

When the MSDT finishes running, all modifications to the system configuration are reverted to the configuration that was set before MSDT ran. If you close the window while MSDT is running, this cleanup process will not finish. Contact the Microsoft support engineer who provided the file manifest for more information.

Q3: Which components and files remain on the computer after MSDT uploads files to Microsoft?

A3: If you are running Windows 2000, Windows XP, or Windows Server 2003, the Msdcode.dll (Microsoft Data Collection Control) remains on the computer. This file is an ActiveX control that is used to securely transfer files to Microsoft. This file is stored in the %windir%\Downloaded Program Files folder.

All the files that MSDT creates in the %temp%\~odc folder during the data collection process are deleted when you send them to Microsoft. These files are also deleted when you select the No, do not send the files to Microsoft option in the Send files to Microsoft dialog box.

Note If you exit Windows Internet Explorer during the data collection process or after the data collection process is complete, some files may remain in the %temp%\~odc folder.

If you are running Windows Vista or Windows Server 2008, all the files that MSDT downloads to the system and creates when it runs are in the %temp%\MSDT_GUID folder during the data collection process. These files are deleted when you send them to Microsoft. These files are also deleted when you select the No, do not send the files to Microsoft option in the Send files to Microsoft dialog box.

Q4: How can I obtain a copy of the files that I send to Microsoft?

A4: If you are running Windows Vista or Windows Server 2008, click to select the Save a copy of the results before sending check box before you select the Send results option.

If you are using an earlier version of Windows, follow these steps:

1. Before you select the Send files to Microsoft option, copy Odc.cab from the %temp%\~ODC folder to a different folder.
2. If you want a copy of the files after you have sent them to Microsoft, request a copy from the Microsoft support engineer.

Q5: What can I do if MSDT cannot connect to Microsoft?

A5: In some scenarios, a computer that has to be analyzed cannot directly connect to Microsoft. In this case, use another computer that has Internet connectivity to select the option that indicates that the problem is occurring on another computer. When you do this, a self-extracting executable file that is named "Msdt-portable.exe" is created. Copy this file to the computer that has the problem, run the file, and then copy the resulting data to the Internet-connected system. Then, you can finish uploading the files to Microsoft.

If you do not have another computer available that can connect to Microsoft, ask the Microsoft support engineer to create the Msdt-portable.exe file as a stand-alone executable file and to send it to you through your preferred distribution method. Use Msdt-portable.exe to collect diagnostic data from the system, and then send the .cab file that is generated to the Microsoft support engineer. When you do this, use a secure method such as a Secure File Transfer workspace that the Microsoft support engineer can set up.

A computer that is experiencing this problem may be able to connect to the Internet but unable to connect to Microsoft because its proxy settings are incorrect. To resolve this issue, follow these steps:

1. In Internet Explorer, point to Tools, and then click Internet Options.
2. On the Connections tab, click LAN Settings.
3. Under Automatic configuration, click to select the Automatically detect settings check box. If this does not resolve the problem, click to select the Use a proxy server for your LAN check box, and then type the correct address and port.
4. Under the Security tab in Internet Options, select the Trusted sites icon, and then click Sites.
5. Add "https://*.microsoft.com" to the list, and then click Add.
6. Make sure that the proxy server is configured to let users access the following URLs by using Integrated or Anonymous authentication:
   • https://support.microsoft.com/dcode
   • https://dcupload.microsoft.com

Q6: Does MSDT run correctly on a localized version of the Windows operating system?

A6: MSDT runs correctly on a localized version of Windows. However, only some content descriptions are localized. Therefore, some user interface appears in English. Report any issues that you have with the localized content to your support engineer so that he or she can work with the content developers to resolve the issue.

Q7: When I try to start MSDT on Windows Vista or Windows Server 2008 by clicking Data Collection on the MSDT Web page, why do I receive the following error message?A7: This problem occurs because the Internet Explorer security zone File download option is set to Disable.

Q8: Do I have to have administrative credentials to run MSDT on a client computer?

A8: If you are using Windows Vista or Windows Server 2008, you must have administrative credentials to run MSDT.

If you are using Windows 2000, Windows XP, or Windows Server 2003, you must have administrative credentials to install the Msdcode.dll ActiveX control on a client computer. After you install the ActiveX control, any user can run MSDT on a client computer.

MSDT uses the credentials of the user who is logged on. To guarantee that all information can be correctly collected, log on by using administrative credentials when it is possible. If you do not log on by using an account that has administrative credentials, MSDT may not have access to all the necessary data. The Microsoft support engineer determines the type of permissions that you must have to collect the necessary information to troubleshoot the problem.

To install the ActiveX control on a computer that is running Windows 2000, Windows XP, or Windows Server 2003 as a user who has administrative credentials, follow these steps:

1. In your Internet browser, open the URL that you received from the Microsoft support engineer.
2. Confirm your region location, and then click Continue.
3. Click This computer is experiencing the problem, and then click Continue.
4. On the Terms and Conditions page, click I accept.
5. On the Collect data from this computer page, click the prompt at the top of the page to download the ActiveX control.
6. Close the Internet Explorer window before the data is collected.
7. Log on by using the account that you will use to run MSDT.

Q9: How do you start MSDT on a Server Core installation of on Windows Server 2008?

A9: A Server Core installation of Windows Server 2008 does not have browser capability. Therefore, you must start MSDT manually. To do this, follow these steps:

1. At a command prompt, type Msdt.exe, and then press ENTER.
2. Type your pass key, and then click OK.

Note To obtain the pass key value, open the URL link in an e-mail message on a system that has a browser, and then note the 10-digit pass key value. Or, contact the Microsoft support engineer.

Q10: How can I use MSDT to collect data before I contact a Microsoft support engineer?

A10: If you have a Premier contract, you will see the option to run MSDT when you open a case online through Microsoft Premier Online. If you do not have a Premier contract, you can run MSDT on the system by opening the case online. To do this, visit the following Microsoft Web site: Q11: What are the differences when I run MSDT through Online Assistance or through Microsoft Premier Online and when a Microsoft support engineer runs MSDT?

A11: The differences are as follows:

• Support engineers can configure the single URL link to run a certain number of times before the link stops letting you start MSDT from the URL, from the pass key, or from the "Upload to Microsoft" option. However, Online Assistance and Microsoft Premier Online do not let you create multiple instances per case.
• Online Assistance does not let you run MSDT on a computer other than the computer that is connected to the Internet and on which you create the case. Microsoft Premier Online and Microsoft support engineers support running MSDT on a disconnected computer.
• MSDT content that is exposed on Microsoft Premier Online and Online Assistance is based on the product that you select when you create the case. Microsoft support engineers can target the instance to the problem that you are experiencing.