WAU Support FAQs Part 2

What Is The Recovery Process Of A Failed Upgrade?

If the upgrade fails, the end user can restore back to the original operating system product preinstalled on the device by using the backup and restore center in Windows 7 or the device’s recovery solution (hard disk drive or media). If there is an issue with this restore, Microsoft will be responsible for the support of this scenario. Once a WAU experience is completed successfully, the only way to revert to the Windows 7 version preinstalled by the OEM on the device is to use the OEM provided recovery solution (hard disk drive/media).

What Will Prevent End Users From Confusing Updates With Upgrades?

Before any code changes take place, the end user must enter a valid higher SKU product key or complete the online purchase experience where a valid product key will be automatically entered on their behalf.

Will There Be An Option To Roll Back A WAU Upgrade?

A roll-back involves re-installing the base operating system if the upgrade has been successful. Windows 7 WAU creates a restore point prior to the upgrade. If the upgrade fails, the user can restore back to the original operating system using the Backup/Restore Center in Windows 7.

How Will An End User Return To The Upgraded OS After A Recovery?

The end user will need to recover back to the original operating system and complete the upgrade process again, but will be able to re-use their product key.  End users can acquire their product key in two ways :

• The end users will be clearly advised to print their Order Confirmation page and Receipt Emails, both of which contain the 5x5 WAU product key.
• In the event of a lost product key, the end user can contact Customer Support. Store Support Agents will be trained to email customers their Receipt Email OR provide it over the phone (the end user will have to provide basic order information first). A product key will not be regenerated.

Additionally, should the end user have questions about re-upgrading, Microsoft is responsible for providing support.

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