Microsoft support policy on hardware not in the Windows Catalog (Windows HCL)
Before you install Windows on a computer, check the Windows Catalog to determine whether the computer is certified by Microsoft as Windows-compliant.To see the Windows Catalog, visit the following Microsoft Web site:
Microsoft follows the guidelines and troubleshooting steps listed below on non-HCL equipment support issues.
Step 1: Hardware Configuration Inquiry
- The Microsoft Support Professional asks about the hardware configuration.
- Hardware not found on the Windows HCL is unsupported. However, Microsoft will aid in troubleshooting these issues, if the customer requests it. Microsoft does not guarantee that a resolution will be found for non-HCL equipment. Applicable Professional support rates will apply for Microsoft's troubleshooting assistance.
- Upon agreement, the support professional proceeds to Step 2 below. Microsoft does not guarantee a solution in cases with non-HCL devices.
- If there is no agreement, where the customer feels that an incident should not be charged, the support professional proceeds to Step 3 below.
Step 2: TroubleshootingA standard troubleshooting process is used to isolate the cause of theproblem. The following lists some of the resources and steps that theMicrosoft Support Professionals uses, which is also available to you:
- To view the Microsoft Knowledge Base, visit the following Microsoft Web site:http://support.microsoft.com/support
- Determine if the problem occurs on supported hardware device.
- Check hardware configuration, driver configuration, or both, by removing unsupported (or suspected) components (for example: adapter cards and video cards). Issues that relate to unsupported systems and motherboards cannot be approached in this fashion.
If there is no solution to the problem, the support professional explains the reasonand recommends constructive alternatives, such as one or all of thefollowing:
- The engineer offers the phone and Bulletin Board Service (BBS) number or Web site for the motherboard, adapter card or other device manufacturer, if available, so that the customer can ask for troubleshooting suggestions and possible updated third-party drivers.
- The support professional may recommend that the customer request the hardware vendor to try the installation of Windows on the system or configure it in such a way that Windows becomes stable and functional.
- The support professional informs the customer of BIOS or firmware updates. Some information about the update is available in the Microsoft Knowledge Base.
Step 3: Alternative ResourcesEnterprise Customer Unit (ECU) policy, in regard to a Windows failurerelated to Non-HCL hardware, is for the support professional to fax the appropriateKnowledge Base Troubleshooting Guide article to the customer:
Alternatively, the support professional can provide information about the location of thesame file(s) and where they can be downloaded (Microsoft WWW server, FTPserver, and Microsoft Download Library). If the customer elects to bypassStep 2 (does not want to be charged for 1 incident), then the customer maytry to resolve the issue without charge using the troubleshootingdocuments that are in the Knowledge Base. If the customer wants to continue with anincident charge even after completing Step 2, the support professional can inform thecustomer of the Microsoft Consulting Line at (800) 936-1565.
Server Down or Data Loss IssuesThere is a risk that an installation or upgrade of the Windowsoperating system on unsupported hardware results in loss of some operatingsystem functionality or data. In cases where the previous operating systemhas been a Microsoft operating system (such as MS-DOS,Windows 3.1x, Windows 95, and OS/2 1.3), the support professional determines if the issue is a problem with the operating system or non-HCL hardware related. If the problem is the operating system, the support professional will file a report and evaluate the problem to provide a fix. The support professional will also try to recover the system.
If the problem is related to hardware incompatibility, the customer must restore the previous operating system and data from backup. If thecustomer does not have a backup of the previous operating system, thesupport professional will help the customer in installing only the previous,working operating system. This does not include other drive filestructures, data or security, or any other previous operating systemsettings. The support professional will then refer the customer to the MicrosoftConsulting Line for any additional file structure (not data) recovery, domainconfiguration (user accounts, trust, shares, printers, replication)recovery, as applicable.
In cases where the previous operating system is not a Microsoft operatingsystem (for example: Power PC system with AIX, OS/2 or Macintosh operatingsystem), Microsoft cannot help customers in the recovery of theirsystem. Requisite knowledge and experience to perform recovery on non-Microsoft operating systems do not exist in Microsoft Product SupportServices.
Article ID: 142865 - Last Review: 12/03/2007 04:18:05 - Revision: 5.11
- kbfaq KB142865