contacting and getting support

Question

If the problem persists after these steps, collect logs (such as setup and CBS logs) and contact Microsoft Support for further analysis.

Answer 1

Hello joseph kamer,

I'd like to help, but your post doesn't seem to include the actual question or issue you ran into. Could you share a bit more detail about what's happening?

In the meantime, if you're looking to contact Microsoft Support directly, the easiest paths are:

• Open the Get Help app on Windows (Start > search Get Help) and describe your issue — it can route you to a live agent.
• Or go to https://support.microsoft.com/contactus and pick the product you need help with.

Happy to dig in further once you share what's going on.

(Please note that this is a user-to-user support forum. Moderators and contributors, including external Microsoft employees, are not allowed to directly interfere with Microsoft product features or access back-end systems. Our role is limited solely to providing technical guidance on reported incidents, requests, or ideas. )

Answer 2

For persistent Windows 11 setup, upgrade, or system issues, collect the key logs and then contact Microsoft Support so they can perform deeper analysis.

1. Collect Windows servicing and setup logs
   • Collect the entire CBS logs folder:
     • %windir%\Logs\CBS (for example, C:\Windows\Logs\CBS).
   • Collect Windows setup logs:
     • C:\Windows\SetupAct.log
     • C:\Windows\SetupErr.log
     • C:\$WINDOWS.~BT\Sources\Panther\SetupAct.log
     • C:\$WINDOWS.~BT\Sources\Panther\SetupErr.log
   • If requested, also collect TroubleshootingScript (TSS) tool logs for Windows servicing and upgrade scenarios as described in the "Scenario: Installing or upgrading Windows" section of the Windows TSS documentation.
2. Prepare logs for upload
   • Place the collected log files and folders into a single .zip archive so they can be easily attached to a support request.
3. Contact Microsoft Support
   • For Windows 11 used at home with a Microsoft personal account, open the Get Help app on the PC:
     1. Open Start and search for Get Help.
     2. Describe the issue to search built‑in solutions and troubleshooters.
     3. If the issue persists, choose Contact Support in Get Help.
     4. Select the affected product (Windows) and scenario, then confirm.
     5. Choose a contact method (chat in browser, call-back, or repair request if hardware-related) and follow the prompts. When the support agent requests them, upload or share the .zip file that contains the CBS and setup logs.
   • If using Microsoft 365 or other business services with Windows devices, an administrator can also:
     1. Sign in to the Microsoft 365 admin center.
     2. Go to Support > Help & support.
     3. Enter the Windows issue description and select Contact support.
     4. Attach the prepared log .zip when prompted.
4. Information to include in the support request
   • A clear description of the problem and when it occurs (for example, during upgrade, after reboot, or under specific workloads).
   • Any error codes or messages shown on-screen.
   • Confirmation that CBS logs and setup logs are attached.
   • Any steps already tried (for example, running sfc /scannow, DISM, or Windows troubleshooters).

These logs and details enable Microsoft Support to perform advanced troubleshooting on Windows 11 performance, setup, or failure issues.

---

References:

• Upgrade fails and generates error code 0xC1900101-0x20017
• Get Help for Microsoft personal account users
• Contact Microsoft Office Support
• Contacting Support