Getting patches off Microsoft’s site can be tough

Question: I’m having some difficulty accessing on-line support at Microsoft. I need to download the Office 97 SR-1 update, but when I try to do so, I get an error message. I also got the same message when I tried to access some online information about troubleshooting. I have created a user profile as required by Microsoft Support, but what is the deal? –M.H.

Answer: Websites can be incredibly complex, especially those that provide the volume of data that Microsoft’s site does. Some sites run a series of computers, maybe even dozens, all chained together. Each one performs a different file serving function.

The problem you’ve run into at the microsoft.com site is probably related to a crashed machine in a chain of web serving machines. A machine providing links to the SR-1 patch was working fine, while the one that contained the file or program that took you to that file was down. Your best bet is to wait an hour or so and try again. These are still early days for the Internet, and web technologies are still imperfect.

The fact that you are looking for the Microsoft Office 97 SR-1 patch was a reminder that I haven’t discussed it before, and it’s worth reviewing. Most people have heard of software patches. They’re digital Band-Aids for programs.

After the release of the software package, the manufacturer often finds a series of bugs that needed fixing. They vary from small cosmetic annoyances to huge security flaws. To rectify the problem, the software maker will create a program that will sew itself into the program to remove the errors.

There will shortly be two patches available to fix Microsoft Office 97. SR-1 is currently available. SR-2 is expected by summer’s end. These are patches for Windows users.

Mac users have fewer fixes to worry about, as usual, and can find their patches at www.microsoft.com/mac/.

Now on to the business of patching the Windows products. Service Release 1 Patch (or SR-1) is available on the Web at www.microsoft.com/downloads/.

The main reason you’d want to install SR-1 is for the Word 6.0/95 Binary Converter for Word 97, which allows Microsoft Word 97 users to convert their documents to older versions of Word. Other components include enhancements for the Outlook 97 desktop information manager and updated file viewers, converters and filters.

Do you need to install SR-1? Not necessarily. If your MS Office 97 software works just fine without it, you don’t have to worry. Microsoft is urging you to, though, in order to provide you with the latest features.

It’s possible that you already have the patch installed. You can tell by checking the Help menu. Select About and SR-1 will appear after the product name and version (this also works for Excel, Access, etc. – not just Word). For example, Microsoft Word 97 will appear as Microsoft Word 97 SR-1 after it’s installed. The exception is Outlook 97. It will show a new version number: Outlook 97 8.02.

SR-1 can be installed over the various Office 97 combinations including Professional, Standard, and Small Business Edition.

There’s a really useful Frequently Asked Questions document about the patch at office.microsoft.com/.

Service Release 2 will be available by summer’s end, according to Microsoft’s Web page. It will include a new way of updating fixes for Office 97 as well as two key fixes: an Excel Auto-Recalculation patch and a file that will ensure that the date format is correct when saving PowerPoint 97 to PowerPoint 4.0.

Before installing SR-2, you’ll need to install SR-1, Microsoft’s website says. For more information on SR-2, see support.microsoft.com.

Speaking of patches, you might also be interested in an Outlook patch. It fixes security flaws in Outlook 98 and Outlook Express 4.0 and greater. It relates to a problem with long filenames when sending file attachments with an e-mail. The 4.8 megabyte patch is available on the Web at www.microsoft.com/downloads/.