Live OneCare - AV out of date I am at risk

  • Thread starter Thread starter Rod Davies
  • Start date Start date
StephenB said:
There are two things that concern me with your friend's system. When OneCare
turns yellow or red, it should most definitely advise you why it is not green
and spell out what action you need to take. Why it isn't displaying is a
concern.
Second, clicking help brought you to a page that doesn't sound like a Help page.
This is still trial software, yes? She can get email support. Submitting a log
to be reviewed would be worthwhile. How to reach support -
http://forums.microsoft.com/WindowsOneCare/ShowPost.aspx?PostID=1183028&SiteID=2
-steve

p.s. You might want to take further discussion to the forums at the link above
rather than here in the Vista newsgroup.
--
Stephen Boots
MVP Windows Live
Windows Live OneCare Forum Moderator
(e-mail address removed)
Click to expand...

Judging from your signature, you appear to be someone who knows
authoritatively about Live OneCare. Can you help me solve my problem?
I bought Live OneCare, but had trouble installing it and had to try
several times before it would install. But now it thinks that I never
authenticated it and treats it as a trial version ready to expire in 20
days. Can I call someone and get this fixed? The box said it was a
one-year subscription.
 
StephenB said:
Sorry that I overlooked the fact that you helped her purchase it in the other
post. In that forum post about contacting support, is a link to
http://support.windowsonecare.live.com where a subscriber can sign in with the
Live ID that is associated with the subscription and it will show the valid
support options, including phone and live chat.
Click to expand...

I tried that. I did not see any phone numbers, nor live chat. Only form
mail.
 
Anthony Marsh said:
I tried that. I did not see any phone numbers, nor live chat. Only form
mail.
Click to expand...
If you signed in with a Live ID that is not your subscription ID, you will only
see email as a support option. Open OneCare and click on Help/About to see what
your subscriber Live ID is. Alternatively, sign in with that Live ID and
http://billing.microsoft.com to confirm the subscription status.
-steve
 
Anthony Marsh said:
Judging from your signature, you appear to be someone who knows
authoritatively about Live OneCare. Can you help me solve my problem?
I bought Live OneCare, but had trouble installing it and had to try
several times before it would install. But now it thinks that I never
authenticated it and treats it as a trial version ready to expire in 20
days. Can I call someone and get this fixed? The box said it was a
one-year subscription.
Click to expand...
Ah, that explains why you saw the email support form only when you used the
support link I provided.
Per my other reply, check your subscription status at
http://billing.microsoft.com with your Live ID. If there is no subscription and
you don't have an Activate button, uninstall and reinstall OneCare. REinstall
from http://onecare.live.com and then Activate with your Live ID and product key
from the retail copy. If you have an active subscription, reinstall and activate
with your Live ID only (same one used to originally activate.)
Without knowin what troubles you had installing, any solutions are speculative
or "hit it with a hammer" at this point.
If it works, great, if not - go to the forums to discuss this further.
-steve
 
StephenB said:
Ah, that explains why you saw the email support form only when you used the
support link I provided.
Per my other reply, check your subscription status at
http://billing.microsoft.com with your Live ID. If there is no subscription and
Click to expand...

Yeah, I just did that and it says there is no billing relationship
(errcode=2002) and gives me a link to JOIN MSN. I do not want to JOIN
MSN. I do not want a billing relationship with Microsoft so that it can
hack and sell my credit card information to hackers. I just had to get a
new credit card because of TJ MAXX giving information to hackers.

When I try to sign up it gives me an ERROR 200 message saying that I
already have a LIVE ID.
you don't have an Activate button, uninstall and reinstall OneCare. REinstall
from http://onecare.live.com and then Activate with your Live ID and product key
Click to expand...

That is what I have already done dozens of times and may be the source
of the problem.
from the retail copy. If you have an active subscription, reinstall and activate
with your Live ID only (same one used to originally activate.)
Without knowin what troubles you had installing, any solutions are speculative
or "hit it with a hammer" at this point.
If it works, great, if not - go to the forums to discuss this further.
Click to expand...

And to access the forums I have to JOIN MSN? It's called Data Mining.
 
Anthony Marsh said:
Yeah, I just did that and it says there is no billing relationship
(errcode=2002) and gives me a link to JOIN MSN. I do not want to JOIN
MSN. I do not want a billing relationship with Microsoft so that it can
hack and sell my credit card information to hackers. I just had to get a
new credit card because of TJ MAXX giving information to hackers.

When I try to sign up it gives me an ERROR 200 message saying that I
already have a LIVE ID.


That is what I have already done dozens of times and may be the source
of the problem.


And to access the forums I have to JOIN MSN? It's called Data Mining.
Click to expand...
You need a LiveID to subscribe to OneCare. If that bothers you, then you should
pursue a refund for OneCare.
North American Retail Product Refund: 1-888-673-8624

Now, if you *have* a Live ID, and you should be able to complete activation. I
don't understand what you mean by having reinstalled and activated dozens of
times. You can *only* activate with a retail product key once. After that one
time, it will tell you the key has been used.
Let's start with some simple questions:
When you install OneCare, does it install successfully as a Trial version and
have an Activate Now link?
If you click Activate, and proceed with the process, do you sign in with a Live
ID and password that you already have? This can be your own email address on
file with account.live.com (formerly www.passport.net) or a Hotmail/MSN email
address. If yes, you are given the option to enter a product key or purchase a
subscription. If not, you are sent off to create a Live ID. What happens in your
case?

-steve
 
StephenB said:
You need a LiveID to subscribe to OneCare. If that bothers you, then you should
pursue a refund for OneCare.
North American Retail Product Refund: 1-888-673-8624

Now, if you *have* a Live ID, and you should be able to complete activation. I
Click to expand...


That is the problem. I can not complete activation. When I log in the
system says I have a Live ID, but no billing relationship with Microsoft.
don't understand what you mean by having reinstalled and activated dozens of
times. You can *only* activate with a retail product key once. After that one
time, it will tell you the key has been used.
Click to expand...

That is the problem. There were so many hoops to jump through and no
documentation to tell me what I needed to do before I logged on. Then
each time I had to jump through another hoop and abort to do that.
Let's start with some simple questions:
When you install OneCare, does it install successfully as a Trial version and
have an Activate Now link?
Click to expand...

Does it? There is no documentation saying it is a trial version. I
bought this software in a store. There was nothing on the Web then.
It did install after a few tries. I clicked on the Activate Now button
and went through all the hoops. I thought all was well, until it started
telling me I had only 30 days left.
If you click Activate, and proceed with the process, do you sign in with a Live
ID and password that you already have? This can be your own email address on
Click to expand...

I did not have a Live ID and password already then. There was no
documentation about that before I started the installation. Nor did I
know what hoops I had to go through to get one. I have one now and when
I use it, Microsoft tells me that I have no billing relationship.
file with account.live.com (formerly www.passport.net) or a Hotmail/MSN email
address. If yes, you are given the option to enter a product key or purchase a
Click to expand...

I did not have one before I started the process.
I did not know that I needed one. Obviously Microsoft thinks that
everyone in the world already has a Hotmail account. Many of us do not
want one.
I used my product key, several times, as the process kept aborting.
subscription. If not, you are sent off to create a Live ID. What happens in your
case?
Click to expand...

I log in with my Live ID and all it tells me is that I do not have a
billing relationship and points me to MSN to Join. When I try to Join it
says I can't because I already have a Live ID.
Catch-22.
 
StephenB said:
You need a LiveID to subscribe to OneCare. If that bothers you, then you should
pursue a refund for OneCare.
North American Retail Product Refund: 1-888-673-8624

Now, if you *have* a Live ID, and you should be able to complete activation. I
don't understand what you mean by having reinstalled and activated dozens of
times. You can *only* activate with a retail product key once. After that one
time, it will tell you the key has been used.
Let's start with some simple questions:
When you install OneCare, does it install successfully as a Trial version and
have an Activate Now link?
If you click Activate, and proceed with the process, do you sign in with a Live
ID and password that you already have? This can be your own email address on
file with account.live.com (formerly www.passport.net) or a Hotmail/MSN email
address. If yes, you are given the option to enter a product key or purchase a
subscription. If not, you are sent off to create a Live ID. What happens in your
case?

-steve

--
Stephen Boots
MVP Windows Live
Windows Live OneCare Forum Moderator
(e-mail address removed)
Click to expand...

Thanks anyway, but I just fixed it.
I called that 800 number and he pointed me to another 800 number.
Tech support at 1-800-936-3200. That guy checked my CD part # and said
it was the wrong part #. So he suggested that I call another 800 number.
Live OneCare support at 1-800-936-5700. He was very nice. Seems all help
lines are outsourced to Bengal.
He walked me through the process and found the problem. I had been using
the wrong Live ID. I used another hotmail account with a "." in my name
instead of the incorrect one with a "-" in my name and it worked this time.
All of this hassle would have been unnecessary if the instruction
booklet had stated up front that one needs to set up a Hotmail or MSN
mail account first and if they had published the help line number somewhere.
 
Anthony Marsh said:
Thanks anyway, but I just fixed it.
I called that 800 number and he pointed me to another 800 number.
Tech support at 1-800-936-3200. That guy checked my CD part # and said
it was the wrong part #. So he suggested that I call another 800 number.
Live OneCare support at 1-800-936-5700. He was very nice. Seems all help
lines are outsourced to Bengal.
He walked me through the process and found the problem. I had been using
the wrong Live ID. I used another hotmail account with a "." in my name
instead of the incorrect one with a "-" in my name and it worked this time.
All of this hassle would have been unnecessary if the instruction
booklet had stated up front that one needs to set up a Hotmail or MSN
mail account first and if they had published the help line number somewhere.
Click to expand...
I'm glad it is finally sorted and sorry for all the trouble you had to go
through.
I have issues with the Activation process, and your experience highlights
several of them. The secondary problem with an unpublished number for support is
unfortunate. In the 1.0 packaging, the number was included. In the 1.5 packaging
they apparently decided to leave it out. Since OneCare can be downloaded and
installed as a free trial, not posting the support number widely prevents
non-paying users from calling for support that they are not entitled to -
unfortunately, it makes it that much more difficult for people having install
and account problems.
I'll be sure to communicate my concerns to the OneCare team again and mention
your experience as an example. Thanks for sticking with it.
-steve
 
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