Feedback, Product Suggestions, and Bug Submissions

For all product suggestions/bugs please use the Windows Live OneCare Feedback Submission site, http://connect.microsoft.com/feedback/default.aspx?SiteID=168 or the feedback form here: http://feedback.live.com/eform.aspx?productkey=wlonecare&page=wlfeedbackhomeform

Reaching OneCare Support

You can reach support if you have an active subscription by going here and signing in with your LiveID: http://support.windowsonecare.live.com/default.aspx

The best way to initiate a support case is to follow the path from within the Windows Live OneCare interface, assuming it is running. Inside OneCare, click on "Get help with Windows Live OneCare" under Common Tasks. This will open a web page for the Help Center, which includes a button to launch Instant Support.

Instant Support exists to provide help with common problems. You should use this tool to see if the problem you are having is documented with a solution, saving you the trouble of opening a support case by email, chat or phone, depending on your subscription status and waiting for a response from support personnel.

If you still need to contact support, type Contact Support in Instant Support and click on the link for "contact a support professional" or click on "Contact Support" if it appears in the banner at the top of the Instant Support page. This will launch a new browser window that contains two options - Technical Support or Subscription Support. In the US, this page is currently located at this link, http://onecare.live.com/standard/en-us/support/supportoptions.htm?keyword=backupsupport

If you click on Technical Support, you will be brought to a page where your subscription status will be validated. This allows the system to provide you with access to email, chat or phone support information , depending on your subscription status. If you are a trial user, you will only have access to email support. You will need to provide your LiveID or Passport for tracking purposes.

If you choose email support, you may be given a choice for "this computer" or "other computer" in order to proceed to the form. Selecting the first choice will launch a tool that will gather information to be attached to your submission and may take a fair amount of time for gathering and uploading when complete. Allowing this to take place will help support analyze and address your problem. Using the "other computer" choice will bypass this step and simply uploads the form data. Whichever you select, be sure to wait for a confirmation response.

If you sign into the support page later, you can see your current and past support cases with their ID. This is useful if you need to contact support again and refer to a past case, either open or closed.