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One thing that's been amazing at Microsoft is the impact that our monitoring data has had on how we prioritize our software work. I'm sure you've all seen in Windows that whenever an application or the system malfunctions, you get the ability to send a report back to Microsoft. We get a lot of those reports, and we've created very good data-management systems to go in and look at those things, and therefore understand what drivers aren't reliable. We allow anyone who has an application that runs on Windows to sign up and get the
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reports that relate to their application, and we've got winqual.microsoft.com where people can do that. Today we've seen a lot of that activity from the driver manufacturers, but we want to see even more at the application level so it gets us working together on anything where a user is not having a great experience. Bill Gates, 2003 Professional Developers Conference Just about every Microsoft customer has seen the Windows Error Reporting dialog box shown in Figure 13-4.
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Figure 13-4: Windows Error Reporting dialog box. Most users of Windows see a similar dialog box each time an application crashes. Although I, for one, would like to see far fewer appearances of this dialog box, it has one advantage: Every time it appears, in the background it is generating data points that Microsoft uses to increase product quality. The dialog box shown in the figure is a part of the Windows Error Reporting (WER) infrastructure. Note that on the Windows Vista operating system, errors can be configured to be automatically sent to Microsoft without the need to interact with an error reporting dialog box.
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WER is a flexible event-based feedback infrastructure designed to gather information about the hardware and software problems with applications or the operating system that Windows can detect, report the information to Microsoft, and provide users with any available solutions. WER is a simple and secure method for users to provide information about application crashes and provides a database that categorizes and prioritizes reports for Microsoft and partner software vendors. It also provides a means for Microsoft and vendors to respond with status reports, requests for additional information, or links to other information about a specific issue. On Windows Vista, Problem Reports and Solutions in Control Panel, shown in Figure 13-5, keeps a record of all system and application issues reported through WER and gives you more information about the errors, including a list of all existing possible solutions for these problems.
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Figure 13-5: Windows Vista Problem Reports and Solutions. WER works a lot like a just-in-time (JIT) debugger. If an application causes an error that is not caught by any of its own error handlers, the Windows error system catches the error. In addition to displaying the error reporting dialog box, the system captures data at the point of failure, including the process name and version, loaded modules, and call stack information. The entire process looks something like this: 1. The error event occurs. 2. Windows activates the WER service. 3. WER collects basic crash information. If additional information is needed, the user might be prompted for consent. 4. The data is uploaded to Microsoft (if the user is not connected to the Internet, the upload is deferred). 5. If an application is registered for automatic restart (using the RegisterApplicationRestart function available on Windows Vista), WER restarts the application. 6. If a solution or additional information is available, the user is notified. Although WER automatically provides error reporting for crash, hang, and kernel faults, applications can also use the WER API to obtain information for custom problems not covered by the existing error reporting. In addition to the application restart feature mentioned previously, Windows Vista extends WER to support many types of noncritical events such as performance issues. Corporate Error Reporting Corporate Error Reporting (CER) is a version of WER that companies can use to capture crash information from applications and forward the reports to Microsoft when they occur. CER provides companies with several benefits. Many companies do not want their users to automatically forward crash data to Microsoft because of concerns of forwarding company confidential information. (Microsoft places strict confidentiality restrictions on the crash information it receives.) The primary benefit companies that implement CER receive is the ability to track crash errors in the environment. By recording hard data of when corporate users experience crash events, companies can prioritize which updates to their production environment will have the most positive impact. This information is also a valuable metric for the IT department to measure the effect it has on improving
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