How to Improve Driver Quality With Winqual / WHQL

1. How to Improve Driver Quality With Winqual / WHQL Scott Herrboldt DirectorWindows Hardware Online Services (WHOS)scotther @ microsoft.com Microsoft Corporation

2. Session Outline • Windows Hardware Online Services • State of Driver Quality Today • Participating in the Designed for Windows (DFW) Logo program • Recent improvements • Windows codenamed “Longhorn” Partner Logo Program • Using Windows Error Reports • Responding to customer issues • Updated tools now available • Using Windows Update • Customer feedback update • The right driver for the right machine • Planned expansion of Windows Update Content for Longhorn

3. Windows Hardware Online Services • The Windows Hardware Online Services (WHOS) team focuses on helping IHV and OEM partners create, support and deliver high quality products running Windows • Key Services offered: • Windows Hardware Quality Labs (WHQL) • Winqual.Microsoft.com • Product testing submissions • Windows Error Reports • Driver Distribution Center for Windows Update • Windows Catalog & Marketplace Listings

4. State of Driver Quality - Trends

5. Customers are Not Getting Needed Assistance • Customer responses exist for only 48% of all crashes • Only 58% of those responses offer the user a solution • 20% identify what driver or hardware caused the problem, but no solution is available • We need to work together • Share symbols with Microsoft so we can better analyze customer crashes • Security & Privacy of symbols covered by legal agreements • Use Winqual to provide assistance to for our mutual customers

6. Customers Expect Better Reliability • A large OEM did a study of blue screen related calls • Result: OCA predicted blue screen-related calls on a 6:1 ratio In a Microsoft survey, crash frequency was found to be highly correlated with decreases in customer satisfaction On average, how many times per month does Windows crash or experience serious bugs? Derived Crash to PSS Cost Ratio (@ $30/call) January 2003 survey of 754 homes and 503 small businesses Crashes Driver reliability issues are costing you money

7. Customers Expect Ease of Use Expectation When I report a crash, I will receive help When I plug in a new device, it works automatically When a solution exists for a problem I’m having, Windows should automatically update me Reality 52% of crashes still need solutions Many product installation experiences require loading software manually Only 19% of improved drivers that have been submitted to WHQL are available to users through Windows Update

8. Microsoft Service Investments in Driver Quality Need An understanding of what your top customer satisfaction issues are Mechanisms to validate quality in your products The ability to reach your customers when an update is needed Solution Windows Error Report data analysis for your products Logo Programs, HCT & WDK, WHQL assistance Driver Distribution Center for Windows Update What tools does Microsoft provide to help meet increasing customer expectations?

9. Participating in the DFW Logo program

10. WHQL Response & Supportability Improvements • Dramatic simplification of tech support • Reduced complexity in contacting WHQL support • 2-tier support model • Reducing turnaround and improving response quality • Latest HCT releases address most critical errata • Planning regular service pack cycle focused on errata reduction Top 36 Errata fixed

11. WHQL Program Improvements & Expansion • Open for x64 driver business • HCT 12.1.01 released for testing x64 drivers • WHQL is now accepting x64 submissions • x64 submissions free of charge at this time • Improved Universal Test Process • For devices where formal logo program does not exist • Test process is changing from full-test to self-test effective May 1, 2005 • Submission fees reduced to normal self-test fees • Turnaround time is now 7 vs. 30 days • Requirements • Run & pass the universal section of HCT 12.1.01 • Sign the Windows Error Reports Terms of Use agreement • Provide symbols

12. Introducing the “Premium" Logo Program • A new qualification level for the Longhorn hardware logo program • The “Premium" program will recognize products that deliver the premium Longhorn experience • The “Standard” program equates to today’s DFW program • New level created in response to partner feedback and Microsoft improvement efforts • Need to differentiate products • Relevance of requirements to an evolving industry • Harmonize the different Microsoft logo programs

13. A Foundation for Future Driver Quality Programs “Premium” “Standard” “Quality” Requirements build on each other • Microsoft is producing a set of device class independent tests and tools* to verify driver quality • Drivers that successfully pass these tests will be digitally signed, regardless of logo program participation

14. Introducing Driver Quality Rating (DQR) • Method of measuring driver quality in the field • Derived from mathematical probability that a given driver caused a system crash • Data is normalized to treat low and high volume drivers equally • The DQR will be a score from 1 to 9 • Values 1 to 3 (Red) indicates a high level of problems • Values 4 to 6 (Yellow) indicates a medium level of problems • Values 7 to 9 (Green) indicates a low level of problems • DQR for your products will be available to you on Winqual • Uses of DQR • Prioritize driver maintenance work • Help OEMs update preloads for optimal user experience • Gold logo requirement • Clarify Windows Update content policy

15. Industry DQR Distribution Today • Most drivers on today’s scale fall into the green category • 91% Green • 5% Yellow • 5% Red • Providing symbols is critical for an accurate DQR • Providing symbols will likely increase your DQR (higher is better) *Most popular drivers from Feb 2005

16. Utilizing Windows Error Reports

17. Using Windows Error Reports • Kernel mode crash data is updated hourly on Winqual • Example of Realized Value • Release of driver to web increased crashes by 10x in 3 days • In this example it took a number of days to catch problem • This company now uses Winqual to monitor new releases of drivers in real time

18. Using Windows Error Reports to Assist • Through Winqual you can provide customized responses to customer who are experiencing crashing problems

19. Using Windows Error Reports to Assist • Microsoft regularly surveys customers and will work with you to provide the best possible customer experience

20. Announcing Windows Error Reports 4.0 • Improved UI including navigation and shrink & grow sections • New chart mode • Comparison against industry average • Various trending views • New result set filtering with over 20 new filtering attributes • Now search by bucket, driver, device and PnP ID • New data drill-downs by vendor, driver, and device • Improved bucket details • New CAB details with call stacks, in memory processes and system uptime • Filter CAB files prior to downloading • Available NOW on http://Winqual.Microsoft.com

21. Using Windows Update

22. Windows Update Operational Facts

23. Customers Requesting Hardware Updates on WU • Consumers rank most important to update: • Windows • Anti-virus • Hardware • Anti-spam • Office • Corporations rank most important to update: • Outlook/Exchange • ISA Server • MBSA • .NET Framework • SQL

24. Effectiveness of Windows Update • Huge impact on driver quality when we partner for the fix and get the right driver on Windows Update • Audio Driver Example • Fix available for everyone in February 2004 • Worked with a key OEM to put fix on WU as a critical update WU Critical Fix released

25. Drivers on Windows Update Today • Increased reach with WU v5 release at Windows XP SP2 • Hosting 1000’s of driver packages from 100’s of companies • 44 active driver packages being tracked for OCA reduction • Drivers can be posted to WU through Driver Distribution Center on Winqual • Critical Driver Updates • Push critical OCA fixes down to customers • Currently 18 critical update packages posted for drivers • Contact whqlwu @ microsoft.com to participate

26. Rich Targeting on Windows Update • Challenges • OEM/IHV wants custom drivers on generic hardware that supports custom value-add software • Driver is specific to a premium sku of Windows (MCE, Tablet) • Driver should be critical for customers who are experiencing problems, recommended for everyone else • Goals • Allow driver packages to specify granular applicability criteria beyond PnP ID • Provide flexibility in detection mechanism without adding arbitrary code • Make it simple for driver package developers

27. Rich Targeting • Technology basis • Windows Management Instrumentation (WMI) • A component of Windows that provides management information and control in an enterprise environment • Exposes Windows component properties through a consistent object-oriented interface • WMI queries are similar to (SQL) queries • Available fields • Win32_ComputerSystem.Manufacturer • Win32_ComputerSystem.Model • Win32_BIOS.SMBIOSBIOSVersion • Win32_BIOS.Name • Available operators • = • <> or != • LIKE • Acceptable query values • Vendor provided text strings

28. Rich Targeting – How It Works Windows Update Standard Retail driver for USB\VID_045E&PID_008C USB\VID_045E&PID_008C OEM: Unknown Custom OEM driver for USB\VID_045E&PID_008C USB\VID_045E&PID_008C OEM: ComputerCo

29. Announcing the Online Provisioning Initiative • Microsoft plans to expand Windows Update to support all device-related software in Longhorn • What this means: • Your device software product can be distributed through Windows Update, not just the device driver portion • Goals: • “It Just Works” - deliver an integrated end user experience that makes devices fully functional with Windows automatically • Adjust content policies to balance customer, partner & Microsoft needs • What you need to do: • Include your full product software in your WHQL submissions • Testing requirements remain unchanged, focus on the driver • Move to DIFx based setup packages

30. Planned Improvements to Longhorn Driver Search • Windows Update treated as an extension of inbox driver support • Online Provisioning of device related software ensures full functionality after install • If support not found customer can be routed to 3rd party website

31. Call To Action • Improve Driver Quality using Winqual / WHQL • Understand what your top driver quality issues are • Provide symbols so we can better analyze your crashes and provide you with an accurate DQR • Distribute fixes to customers via Windows Update • Move forward with your x64 driver plans, demand is growing • Provide feedback on the "Gold" logo requirements • Will be available in the draft 0.6 version of the Windows Logo Program 3.0 requirements document • Include your full product software in your WHQL submissions

32. Community Resources • Windows Hardware & Driver Central (WHDC) • www.microsoft.com/whdc/default.mspx • Technical Communities • www.microsoft.com/communities/products/default.mspx • Non-Microsoft Community Sites • www.microsoft.com/communities/related/default.mspx • Microsoft Public Newsgroups • www.microsoft.com/communities/newsgroups • Technical Chats and Webcasts • www.microsoft.com/communities/chats/default.mspx • www.microsoft.com/webcasts • Microsoft Blogs • www.microsoft.com/communities/blogs

33. Additional Resources • Email: winqual @ microsoft.com • Web Resources: • Tools: http://Winqual.Microsoft.com • Information: http://www.Microsoft.com/WHDC/ • Related Sessions • Business Value of the Windows Device Software Life Cycle • The Next Generation Logo Program An Introduction • Windows Driver Quality Signature • The WDK for Engineering Managers and Product Planners: An Introduction • DMI: Driver Install Frameworks Tools and Strategies

35. © 2005 Microsoft Corporation. All rights reserved. This presentation is for informational purposes only. Microsoft makes no warranties, express or implied, in this summary.