Download Process

1. Download Process Consultant Learning Services Microsoft Store Sutherland Global Services Customer Service and Support

2. CourseContent: Lesson 1. Facts About Downloading Lesson 2. Microsoft Download Processes Lesson 3. Common Download Problems Sutherland Global Services Customer Service and Support

3. Facts About Downloading Lesson 1: Download Manager, Browser, WLID, and More Sutherland Global Services Customer Service and Support

4. This course will help you: • Define and differentiate Download manager and browser download • Define “bit” and determine which bit version to download. • Identify if customer’s email address is a registered Windows Live ID or not. • Differentiate between Back Up Media (BUM) & Full Product Purchase Sutherland Global Services Customer Service and Support

5. Download Manager • The Download Manager is a small application that makes it easy to download and install software purchased from Microsoft Online. • Pausing the downloading of large files. • Resuming broken or paused downloads (especially for large files) • Downloading files on poor connections Sutherland Global Services Customer Service and Support

6. Browser Download • Comes from the browser • Short for Web Browser • Downloading file using the web browser Sutherland Global Services Customer Service and Support

7. Examples of Browser Netscape Safari Google Chrome Mozilla Firefox AOL Internet Explorer Sutherland Global Services Customer Service and Support

8. What is bit? • Bit – short for binary digit • The higher the bit, the faster the data registration or transfer. • A 64 bit computer is faster than a 32 bit computer. Sutherland Global Services Customer Service and Support

9. What bit Version to Download? • For OS, select the bit version that matches your computer. Check the bit version of the computer OS from computer properties. • For Office, check the version of the existing installed Office if there is any. Use that same version. • Determine the customer’s need and use of the product. Sutherland Global Services Customer Service and Support

10. What is an ISO file? • Often called an ISO image, is in fact an “image” of an entire CD or DVD. The entire content of a disc can be perfectly represented in a single ISO file. • Software distributed on bootable discs and on download links are setup on ISO image format. Sutherland Global Services Customer Service and Support

11. What is an EXE file? • An exe file (pronounced as e-x-e) is a computer file otherwise known as an executable file. • When one clicks on an exe file, a built-in routine automatically executes code that can set several functions into motion. Exe files are used to install and run programs and routines Sutherland Global Services Customer Service and Support

12. Windows Live ID • Is a single sign-on web service developed and provided by Microsoft that allows users to log in to Microsoft owned websites. The service is commonly referred to as "MSN", because many services incorporating the Microsoft account were previously branded with the MSN brand. • A customer may use the following to place orders on The Microsoft Store or the Microsoft Office Website. • WLID Account • Personal Email Address Sutherland Global Services Customer Service and Support

13. Windows Live ID Creating a new Windows Live ID: Users can sign up for a new Windows Live e-mail address with a Windows Live designated domain (i.e. @hotmail.com and @live.com, or any variant for a specific country) that can be used as a Microsoft account to sign in to other Microsoft account-enabled websites. Sutherland Global Services Customer Service and Support

14. Log on to signup.live.com • Click Here • Choose Hotmail or Live • Enter the required information • Click on I Accept Sutherland Global Services Customer Service and Support

15. Windows Live ID Using your Personal Email Address: Users are able to use their own personal e-mail addresses to sign up for a WLID account. The service turns the requesting user's e-mail address into Windows Live ID. User may also choose a password of his own choice. Customers may use the following sites: Http://Signup.live.com Http://passport.net Sutherland Global Services Customer Service and Support

16. Signup.live.com • If you get this message, that means the email address is already registered. • Log on to signup.live.com • Enter the email address • Fill in the required fields • Click on “I Accept” Sutherland Global Services Customer Service and Support

17. Passport.net • Enter the email address and all the needed information • Log on to passport.net • Click on Continue • Retype the email address and click on I Accept • Click Here Sutherland Global Services Customer Service and Support

18. If you get this message, that means the email address is already registered. Sutherland Global Services Customer Service and Support

19. Windows Live ID Note: Customers may go ahead and place orders on the Microsoft Store website using their own personal email address that are not WLID accounts yet. Once the customer receives an email confirmation about the order, they will get a temporary password to sign in on the website to check their order. Once they change their password, their email addresses is now registered as a WLID account and there would be no need to convert them to WLID accounts via signup.live.com or passport.com. Sutherland Global Services Customer Service and Support

20. Windows Live ID Forgot Your Password? Customers usually access the MS store website to check their product keys because they lost the original confirmation email that had the PK. Although sometimes customers also forget their WLID passwords. Sutherland Global Services Customer Service and Support

21. Click on “I forgot my password” • Log in to Bing.com • Click on Sign in • Click on “Reset your password” • Click on “Can’t access your account?” • Select Windows Live Sutherland Global Services Customer Service and Support

22. Enter the email address and the characters, then click on Next • Click on “Email me a reset link” • Click on “Next” Sutherland Global Services Customer Service and Support

23. The customer will receive an email that looks like this. Customer just needs to follow the link and enter a new password Sutherland Global Services Customer Service and Support

24. BUM vs. FPP • Back Up Media (BUM) • Has no box (comes in an envelope) • The part # in the middle can't generate a PK with MSCC • A separate charge applies for the disc but customer gets a download link with PK via email. • We keep file of their license. • Full Product Purchase • Has a box (like the ones you buy from a store) • Part # could generate a new PK from MSCC • Has a PK inside. (comes with package) • Customer gets the disc for free but gets no download link, and has to wait for the PK to arrive along with the package. • Once customer looses the box or the disc, they would have to purchase again. Sutherland Global Services Customer Service and Support

25. Download Sutherland Global Services Customer Service and Support

26. Download + Backup Media Sutherland Global Services Customer Service and Support

27. Full Product Purchase Sutherland Global Services Customer Service and Support

28. Microsoft Download Process Lesson 2: Microsoft Store site (http://store.microsoft.com) & Microsoft Office site (http://office.microsoft.com) Sutherland Global Services Customer Service and Support

29. This course will help you: • Enumerate the process of downloading from the Microsoft Store website. • Enumerate the process of downloading from the Microsoft Office website. Sutherland Global Services Customer Service and Support

30. Sign in to your account to open the Profile page • Go to Downloads + Product keys Microsoft Store • Select Download manager and click on Submit • Select the bit version and click on Download Sutherland Global Services Customer Service and Support

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32. Click on Download • Click on Run • Log on to the Microsoft Office site and click on My Account Microsoft Office • Select the version in Advanced Option • After selecting 32/64 bit, download will start. • Customer needs to sign in with WLID Sutherland Global Services Customer Service and Support

33. Common Download Problems Lesson 3: Issues and downloading and how to deal with them Sutherland Global Services Customer Service and Support

34. Common Download Problems • A customer will sometimes experience problems while downloading the software he purchased due to the following reasons… Sutherland Global Services Customer Service and Support

35. Issue Type 1: The installation of the Download Manager did not Start. • Make sure customer is using IE6 or higher • Check if the customer has Windows w/ SP3, Windows Vista w/ SP1, Windows 7, Windows Server 2003-2008 • Customer must have Admin rights • Check for the internet connection Sutherland Global Services Customer Service and Support

36. Issue Type 2: The software failed to download using the Download Manager • Select Browser Download and start the download • If it fails to download using the browser, follow the basic troubleshooting below: • Optimize browser • Check connectivity • Turn off the firewall Sutherland Global Services Customer Service and Support

37. Issue Type 3: Customer encountered and error while a software is downloading. • There was an insufficient disk space in the file location to continue with the download. If this error occurs, be sure to make the necessary space available and then click on Start/Resume to complete the download . • Connectivity to the client machine was lost. If this occurs, the download will automatically resume once connectivity is restored on the computer and the Download Manager application is running. Sutherland Global Services Customer Service and Support

38. Download Manager Error Messages Sutherland Global Services Customer Service and Support

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40. Wrap Up • Defined and differentiated Download manager and browser download • Defined “bit” and determined which bit version to download. • How to sign up for a WLID and reset password. Sutherland Global Services Customer Service and Support

41. Enumerated the process of downloading from the Microsoft Store and Microsoft Office website. • Enumerated the common error messages encountered when downloading. Sutherland Global Services Customer Service and Support

42. Questions? Sutherland Global Services Customer Service and Support

43. Thank You. Sutherland Global Services Customer Service and Support