Make sure the computer is on..
I have to agree there. All my calls from the Lads and Lasses at Microsoft Support begin with them asking me to please be turning on my computer before we get into arguing the toss about whether I have pressed the Windows and R key at the same time. It has on occasion taken an hour or so before I manage to download the RDP program and have to ask them how to install Wine. Useless shits repeatedly do not have a clue about that one so I guess my computer is still broken and that's why they keep on calling me. Perhaps someone who has contacts at Microsoft can ask them to educate their support department about such things.