Microsoft Ramps Up "Fix it" Support Tool

CWmike writes "Microsoft has ramped up its new Windows support assistant 'Fix it for me' nearly three months after it quietly released the automatic repair and configuration tool. The upgrade adds a 'Fix it' button to some of the support documents that Microsoft posts to its Knowledge Base. The blog introducing the changes lists some of the Knowledge Base documents that boast the 'Fix it' button, including one that prevents users from connecting a USB storage device — useful in protecting against one of the infection vectors of the 'Downadup' worm. Have ideas for the tool? In a forum on the 'WinVistaClub' Web site, someone who said he was part of the 'Fix it' team at Microsoft encouraged users to send feedback on the feature to the group at fixit4me@microsoft.com."

Comments

What happens....

[Logical Zebra]

What happens when the "fix it tool" itself breaks?

Re:What happens....

[imcclell]

I doubt most people would notice. When people click on something like that and nothing happens, they just assume it can't be fixed, not that the tool itself is broken.

Think of how many times they've run across a fix button that does nothing in antivirus and antispyware software. People just shrug their shoulders and go on.

Mind you, not a good attitude to have but people have it anyways.

Re:What happens....

[Anonymous Coward]

Then you just click the "fix it fix it" link.

Re:What happens....

[garlicbready]

(blue screen)
The Fix it Fix it Fix it Fix it tool has failed,
do you wish to Fix it or Fail?

Re:What happens....

[Anonymous Cowbell]

That presupposes that the Fix It tool will work in the first place

Ever tried to use the Repair option in MS Office? I've used it on dozens of installs, and it has never once repaired a GD thing

Re:What happens....

[im_thatoneguy]

Why pick on office.

I've never once had an install repair utility fix ANY program EVER.

Re:What happens....

[kjb542]

Then you click on the "Fuck It" tool, which surreptitiously installs Linux....

Re:What happens....

[An ominous Cow art]

That reminds me of a message we'd occasionally get in the early 90s working with either FoxPro or FoxBase:

"Error 201 while attempting to report Error 201"

(I don't know whether 201 was the actual number anymore)

Re:What happens....

[QuantumRiff]

And sadly, when People click on something like that, and what's supposed to happen happens, users get used to running applications from websites. This is a very bad thing indeed.

Re:What happens....

[Jurily]

a known-good Windows disk image

Umm...

Re:What happens....

[PrescriptionWarning]

Not to be confused with the "Fuck Me" tool, which surreptitiously installs Vista

Re:What happens....

[Anonymous Coward]

Here you go. Apparently it could be either error 14 or error 182, and it was in Visual FoxPro 7.0.

But..

[linal]

But Jim has already fixed it for me.

Re:But..

[Anonymous Coward]

Surely this would have been better to explain the joke?

Seems exploitable

[Dyinobal]

This seems rather exploitable, I wonder how long before we have viruses that hijack this application when an infected user tries to use it. They are better off with a good online knowledge base for common problems than some 'fix it for me' tool. Education is the key to solving the most common issues. I remember removing a number of viruses and spyware from this one ladies computer. She would then promptly go back and download the 'games' that gave her the viruses in the first place. Great for income, not so great when the customers accuses of you not fixing a problem the first time around. More times than not I feel like I should be working on the user instead of the PC. I guess all this goes back to the teach a man to fish analogy.

Re:Seems exploitable

[gad_zuki!]

If the virus can modify the fixit binary then it already has admin access. Why would the author go through another hoop? Just attack the system.

The attack Im thinking of is spoofing the fixit4me button on a random webpage and hoping the user downloads your malware, but that's a trojan/social attack that works for just about anything (click here to install flash, etc).

Some kind of intelligent tool should be doable. Most PC problems are pretty basic and automating the fix straight from the KB makes sense for non-techies. I imagine a common scenario for this will be used by people who know a little tech, but are afraid of modifying the registry or installing a patch as opposed to the clueless grandma. This person would probably see the problem in the event viewer, click on the "what does this mean" button and be sent to the KB with the fixit tool sitting there.

>Education is the key to solving the most common issues.

Thats true of most problems, but a lot of people will never learn and simply will require hand-holding forever. Automated tools can do a lot of this hand-holding for them. Automated tools can also help those who understand the issue but may not be technical enough to perform their own fix.

Re:Seems exploitable

[JustinOpinion]

In addition to the possibility of exploits in this kind of system, I really worry about what it will do with respect to the very user education issue you mention.

If Microsoft's official site trains people to trust (and click on) an agreeable-looking "Fit it!" icon, it won't be long before other sites use a surprisingly similar-looking "Fit it!" icon to induce people to click on malware (and click through the various warnings that appear--after all, I trust this thing to fix my computer!). There will always be some users who are easily fooled... but Microsoft should not exacerbate the situation by making people comfortable with the idea of launching system-altering utilities directly from the web browser.

To me this is no better than the IT department asking you for your password. Yes, you should trust the IT department (and they could no doubt determine your password if they really wanted to)... but it creates a bad habit, where users are accustomed to emailing their passwords to whoever asks and seems even slightly legitimate.

Re:Seems exploitable

[Rary]

There's really nothing here to exploit that hasn't always existed.

All they've added to the KB document is a link to download an MSI file that, when executed, fixes the problem. As long as the web has existed it has been possible to put a link on a webpage saying "download this little utility which will fix all your problems, honest".

Really, it just makes sense. If you're already browsing Microsoft's knowledge base, and you've found the document that explains your problem, instead of following the step-by-step "fix it" instructions provided in the document, why not just click on a link that does the work for you.

So, now they're providing instructions for the people who want to do it themselves, and a convenient utility for the people who don't. Sounds reasonable to me.

get hacking, guys!

[gEvil (beta)]

This seems like a great thing to try to hack. 5 bucks to the first one who gets the "Fix It" button to download and fire up an Ubuntu installer.

Re:get hacking, guys!

[Jurily]

It can be installed in one click too, so it would be great for this kind of thing (although i don't actually suggest we try that, it would make people think linux was just a virus or something).

That's a stupid idea anyway. Linux is about choice. We only take the willing :)

That's a step in the right direction

[Anonymous Coward]

ultimately they need to add a "Fuck It" button that, when pressed, formats the HD and installs Ubuntu

Zen

[dazedNconfuzed]

the 'Fix it' button, including one that prevents users from connecting a USB storage device -- useful in protecting against one of the infection vectors of the 'Downadup' worm.

Funny, something I just sent a co-worker fits this.

"Everything, from people to rocks, axiomatically has a basic nature to what it does, what it just tends to do and how. I find life is much simpler and more pleasant when I recognize what that is, and interact on it/he/she/they on it's own terms and in its own way. This G-D net-nanny [or, in TFA's case, "Fix It" disabling functionality] stuff is just another example of what screws up human existence: instead of facilitating things happening, it stands in the way and interferes in obtuse ways."

The problem isn't people attaching USB storage devices, it's that OS design flaws allow for malicious misuse. Of course, M$'s "Fix It" solution is to kill the messenger, not fix the "yeah I'll do anything you say" OS - and we all know what kind of annoyance, headaches, breakage and new infection vectors will follow as a result.

Wubi, Wubi, true to me; now I have to pee!

[rts008]

Beat me to it.

As soon as I saw the headline, I wondered how long it would take for some intrepid joker to hack the site...linking all of the 'Fix It' buttons to 'Wubi.exe'.

  LOL!!! Hilarity then ensues!

The year of Linux on the Desktop, indeed...by hook or crook!!

I would have to celebrate this with a drunken ROFLCOPTER while wearing my Groucho Glasses, and making fart noises with my armpit!

My idea

[Anonymous Coward]

A kbase entry with a "fix it" button for when my network card is not working.

As my family's support guy.....

[Samschnooks]

none of them even Google on how to fix a problem.(I know why should they when they got me.) I talked to a family friend about issues with her computer. She took it to Best Buy and didn't like the way they sounded ($79 to diagnose the problem and then more to fix. The $79 was to be put towards any fixes that may arise. They gave the creeps.), so I talked to her.

The problem with her computer was between the chair and the keyboard. Anyway, to shorten the story, I asked her if she's ever Googled for answer to her problems or looked at the manual. Nope.

Folks like that who would actually benefit from something like that will never come across it because they don't even think of searching the net for a solution; let alone of actually reading the manual and following the trouble shooting guide in the back.

People like us, tech savy, will never trust a script like that from MS.

This is doomed to fail.

Next Logical Step

[NonUniqueNickname]

Can we get a "Don't break this for me" checkbox instead?

Re:Next Logical Step

[Anonymous Coward]

Let's hope for "cancel" and "allow" buttons to be replaced with the more accurate :
"Please, for the love of God, NOOOO!" and "I'm feeling lucky..."

Seriously: apturl.

[morgan_greywolf]

Actually, in all seriousness, it's possible for us to have this very technology on Linux: apturl.

Since .deb packages can contain scripts and configuration files and whatnot, it wouldn't be too hard to create .deb packages that fix common problems.

Could be useful...

[Facegarden]

I've always thought it was strange how KB articles can get to have some really complicated actions, yet they can't just give you a script to do what they're telling you to do. That would be really helpful.

Here's an example of something i saw the other day:

1. Insert the CD into the CD drive or DVD drive.
      2. Click Start, and then click Run.
      3. In the Open box, type cmd, and then click OK.
      4. At the command prompt, type the following commands, pressing ENTER after each command:

            expand CD-ROM Drive Letter:\i386\config.nt_ c:\windows\system32\config.nt
            expand CD-ROM Drive Letter:\i386\autoexec.nt_ c:\windows\system32\autoexec.nt
            expand CD-ROM Drive Letter:\i386\command.co_ c:\windows\system32\command.com
            exit
      5. Start or install the program. If the issue is resolved, do not complete the remaining steps. If the issue is not resolved, go to the next step.
      6. Note: The Command.com file is not edited or created in the following process. Because of this, you may have to expand it from your Windows XP CD-ROM.

            Start Notepad.
      7. In Notepad, type the following entries:

                  dos=high, umb
            device=%SYSTEMROOT%\system32\himem.sys
            files=40

      8. On the File menu, click Save As.
      9. In the File Name box, type Config.nt, and then click Save. Close the Config.nt file.
    10. On the File menu, click New.
    11. In the new blank document, type the following entries:

            @echo off
                    lh %SYSTEMROOT%\system32\mscdexnt.exe
                    lh %SYSTEMROOT%\system32\redir
                    lh %SYSTEMROOT%\system32\dosx
                    SET BLASTER=A220 I5 D1 P330 T3

    12. On the File menu, click Save As.
    13. In the File Name box, type Autoexec.nt, and then click Save. Close the Autoexec.nt file.
    14. Start Windows Explorer. Locate the Config.nt file, right-click the Config.nt file, and then click Copy.
    15. Right-click the %SYSTEMROOT%\System32 folder, and then click Paste.
    16. Locate the Autoexec.nt file, right-click the Autoexec.nt file, and then click Copy.
    17. Right-click the %SYSTEMROOT%\System32 folder, and then click Paste.
    18. Locate the Command.com file, right-click the expanded Command.com file, and then click Copy.
    19. Right-click the %SYSTEMROOT%\System32 folder, and then click Paste. Restart your computer.

If the issue continues to occur, copy the Autoexec.nt and Config.nt files from the Repair folder in Windows to the System folder. To do so, follow these steps:

      1. Click Start, click Run, type c:\windows\repair, and then click OK.
      2. Right-click Autoexec.nt, and then click Copy.
      3. Click Start, click Run, type c:\windows\system32, and then click OK.
      4. Right-click anywhere in that folder, and then click Paste.
      5. Right-click the Autoexec.nt file that you just copied, and then click Properties.
      6. Click to select Read-Only, and then click OK.
      7. Repeat steps 1 through 6 to copy the Config.nt file.

Note You must enable Read-Only permissions or the files will be removed after you restart Windows.

They can't just give me a script to run? It's simple for me to do all that, but time consuming and annoying.
-Taylor

Re:Could be useful...

[b4dc0d3r]

Exactly. What I always found frustrating is the "You could damage your computer by using regedit" warnings. but then the instructions say to navigate to this key, then this key, then this one, and right-click here, new, and be sure to use DWORD because if you specify any other type it won't work.

It would be so much easier to just "Save this.reg file and double-click on it." that way it's impossible for the idiot user to screw up. At least closer to impossible anyway.

Or at least give a way to navigate directly to the subkey, like a "goto line number" function in a text editor. Of course they do have the "Select a file" dialog that allows you to select by clicking and waiting for the folder browser to read all the files and folders, and the subfolders as well to determine if it needs to put a plus sign there, but not paste in something from the clipboard which you already have. so maybe it was the same design team.

Re:Could be useful...

[Jurily]

I've always thought it was strange how KB articles can get to have some really complicated actions, yet they can't just give you a script to do what they're telling you to do.

And then they have the nerve to tell us Linux is complicated.

Re:Could be useful...

[rantingkitten]

Amazing. This is what it takes to solve many Microsoft-related problems (ones that aren't "solved" by reinstalling something, which isn't a solution), yet thousands of Windows fanboys proudly thump their chests at how usable it is, while making snotty remarks if a Linux user has to so much as glance sideways at an xterm.

And at least in Linux, a cursory knowledge of any Unix-based system is enough to get around. There are manpages for stuff. There are things that explain what these options or those switches do, and logfiles to help you understand what's going wrong, so there are ways to figure out, on your own, what to do.

I'm a veteran user/admin of both systems and the above KB article, and tons more like it, completely flummox me. Sure, I could mindlessly execute the instructions but there's no way I'd ever figure out to do any of that on my own, and I don't see any way to deduce any of it either. To even understand half of it requires some knowledge of should-be-obsolete-by-now DOS hijinks. And just what the hell is "SET BLASTER=A220 I5 D1 P330 T3"?

It just astonishes me that gibberish like the above, or having to manually expand cab files, or alter hex values buried thirteen layers deep in the registry, or extract files out of a CD by hand, is considered okay by so many, but god forbid you instruct a user to "apt-get install" something, because ha! ha! that's just difficult and non-intuitive!

Re:Could be useful...

[Facegarden]

Amazing. This is what it takes to solve many Microsoft-related problems...

Well, not really. I've never actually had to do anything that complicated, it was just an example of things i wish they would automate, not me trying to say windows sucks. Turns out that the issue I had with that KB article was solved by rebooting (it has to do with windows giving out larger than 16 bit handles to 16 bit programs), which most users would try anyway first, and there was also a "Method 2" to the KB article (not sure why it wasn't method 1...) that was simpler:

Method 2

      1. Click Start, click Run, type C:\windows\repair, and then click OK.
      2. Right-click the Autoexec.nt file, and then click Copy.
      3. Click Start, click Run, type %windir%\system32, and then click OK.
      4. In the System32 folder, press Ctrl + V to paste the Autoexec.nt file in this folder.

My point was just that i wish that KB things could be more automated, it wasn't supposed to be an example of how terrible windows is or isn't/ And for the record, having just started with ubuntu after the 8.10 release, I've had to mess with it in strange ways in the last 2 months probably more than i've ever had to mess with Windows in strange ways.
-Taylor

Im with him.

[Noxn]

I will give 100 dollars to the guy who does this.
We should do some kind of campaign or contest for this.

So this will fix stuff for me? I dont really think this will work to well.

cmd:fixitforme.exe -get -girlfriend

Not my experience

[Bearhouse]

Way back in the day, when Pournelle was still posting on BIX and writing in Byte, he recommended Norton Windoctor. For a while, (before, like all Norton products, it was ruined by bloat), it automagically fixed Win95/98 and even some XP installations quite well.

Worth trying if you're trying to fix one of those old installations and don't really want to re-install.

Re:Not my experience

[sumdumass]

Actually, windows 98 had some half way decent fix tools inside it is you got into a jam. I'm surprised that there wasn't something more appropriate availible for the NT line.

Take regedit for instance, from a command line you could use the /opt switch to remove whitespace and more or less compact the registry resulting in a faster operating system. You could use the /fix switch that repaired file errors and did something with invalid keys that could cause all sorts of issues. You could even use the /restore switch to go to a recent version of the registry. You could also save an active state registry when everything was working fine, store it off the computer, then reload it when necessary. Of course the ERD programs sort of did this automatically but in WinNT systems, you have to do a repair install in order to restore something from it.

Fdisk also had the ability to back up the boot sector and store it on another drive. The chkdsk and fixboot utilities seem to have these functions but fail to restore more then the first partition leaving you sort of stuck doing data recovery instead of just having the second partitions.

There are quite a but more useful tools that came with windows 98. Most of the Fix it tools either automated their uses for most of us who didn't want to learn ever function of every file on the computer. Some of them actually replaced the tools with their own that could be run from recovery disks too. I imagine win doctor was similar to that. Something I generally liked was Fix It Utilities from ontrack/ it seems they are avanquest now (or maybe my memory is losing it). I haven't used them since version 5 or something, they are up to 9 now if that gives you an idea of how long ago we are talking.

I'll also give them

[Sycraft-fu]

That their tools can detect some things you might not think to look for. I've used the "Check for solutions online," thing before. Usually it doesn't get anything, meaning no answer found. Sometimes, it gets generic info that I already knew. Like it'll say "Your graphics driver caused the crash," which is evident from the STOP 0xA in nv4_disp.dll. No real fix, but that could be useful to someone less knowledgeable. I happen to know the files for the graphics driver, and what a STOP 0xA error is, most users probably don't.

However occasionally, it has been real useful. For example I was trying to install a Sound Blaster X-Fi. I'd launch it's installation CD, and it would crash. Had no idea what was going on. I decided "Ok smart guy, go ahead and check." It responded that Quicktime was the problem. Fine, I'll play ball, I uninstall Quicktime. Sure as shit, installer runs fine. Not something I ever would have though to check.

So while I certainly won't be running an automated fix script, I do applaud them in trying to increase their ability to check system errors. While I know everyone on Slashdot likes to give MS shit about being the source of all problems, that's really not the case. 3rd party software causes plenty of trouble.

Microsoft needs to fix the defaults of Windows

[jonwil]

For example, there is no legitimate reason for AutoRun to work on any device other than an optical disk (and even then, the rationale is debatable given the crap Sony pulled with the rootkit). Change the default to make AutoRun only work for optical disks.

Or that stupid "hide extensions for known file types" which just makes it harder to tell the difference between porn.jpg (harmless pornography) and porn.jpg.exe (malware pretending to be harmless pornography)

Also, lets disable the stuff in Outlook and Outlook Express (and other mail clients) that allows code to run just by reading an email. Better yet, introduce "show only text, not HTML" options ala SeaMonkey and others and encourage users to use those options. HTML email is only used for SPAM and other nasty stuff.

Re:Microsoft needs to fix the defaults of Windows

[yanos]

A bit off topic here, but, about Autorun...
I never understood why MS is sticking to this way of doing things. I don't really want to go into the whole Mac vs PC thing, but OSX really nailed that I think. It's nice to have something that popups when you put a CDROM in the drive (for the average user anyway). But executing random code from a foreign media is of course terrible. So, in OSX, it's Finder (a bit like explorer) that pop ups, displaying the files on the CD. And since you can determine in advance the view style and the way the icon are arranged (and even put a coloured background) it *looks* just like the way you would expect, with a nice, big icon in the middle of the window, in order to install the software. No need to run arbitrary code. Autorun is just retared.

Re:thanks

[Schmoov]

Send e-mail to fixit4me@microsoft.com with your automation recommendation. The team will analyze the request, attempt to understand all of the scenarios, and post a Fix it package.

Re:Might as well get to the root of the problem.

[Anonymous Coward]

. ... from a cannon. into the sun.