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Subscription problems RRS feed

  • Question

  • I purchased a subscription in January and have been having problems with one care for the last two days- windows live one care is on but reporting it's status to windows security center in a format that is no longer supprted. I tried to get all the updates and then today used a "cleaner" that deleted the installation of one care - no cleaning just deleting, which makes me think windows should maybe rename the application. Now I can't find out what account was used to set up one care and without it I can't contact customer support. I have alot of work to do and have wasted 2 hours reading through discussions and trying e-mail addresses that may have been used. I'm at the point now of loading McAfee or Norton but thought I'd post this question to see if someone had a logical solution to Microsoft's poorly thought out customer and billing support. More than anything else I'd like to be able to let Microsoft know that I do not like being robbed - this morning I had an active account that was not working correctly and now I have a trial account that is not working correctly and an option to pay microsoft more money for this mal-functioning live one care.

    Thanks
    Thursday, July 16, 2009 4:47 PM

Answers

  • The answer in this thread explains the solution for the Security Center alerting problem - http://social.microsoft.com/Forums/en-US/onecareupdate/thread/297455ff-0484-4dd6-9627-ca1b0e30b015

    Specifically, this:

    It has been confirmed by Microsoft to be a problem affecting the Windows Security Center on Vista. 

    The current workaround is:

    - Open Control Panel ==> Windows Security Center and select "change the way security center alerts me" and

    - select "Don't notify me and don't display the icon..."

    The warning shield in the system tray and popups will cease, but the yellow status in the Security Center will likely still remain if you open it to look at the status.

    OneCare monitors its own status. So, as long as OneCare is in green, the system is protected.


    You have now used the cleanup tool - which is meant to be used to completely remove OneCare from a PC if a normal uninstall doesn't do so. I'm not sure why you approached the problem with that tool, but that's besides the point. I'm sorry that this problem with the Security Center alerting has happened and caused lots of people great concern over the past few days. I do wish that Micrsoft was able to fix it quickly.

    However, you now need to activate the reinstalled OneCare.

    Here's the boilerplate response to this issue, which I suspect that you already know:
     

    If you don't recall the LiveID you used for your subscription, you will need to contact support who can provide that information to you using your Key and/or contact information.

    How to reach support (FAQ) - http://social.microsoft.com/Forums/en-US/onecareinstallandactivate/thread/30400b52-7f26-4ba0-bc18-17e305329d90

     

    Alternatively, sign in at http://billing.microsoft.com with email addresses that you have set up as LiveIDs and one will show your subscription listed - that would the LiveID to use to activate with.

     

    If the activation dialog already contains a LiveID from a prior attempt or one used in trial mode, but this is not the one you need to activate with to associate it with your subscription, see this post for how to reset this - http://social.microsoft.com/Forums/en-US/onecareinstallandactivate/thread/f5ce50e4-9165-40a5-891b-fe5d0659738b

    For more information see Instant Help - http://help.live.com/help.aspx?project=onecarev2&mkt=en-us&querytype=topic&query=OneCare_PROC_FindLiveIDHelp.htm

    Since contacting support is going to be via email (another catch-22, and I agree that it sucks), I'll give you an alternative.
    You are fully protected in trial mode, by the way.

     

    Unofficial path - send me an email at sboots@mvps.org with a subject line including "OneCare" (to get past my spam filtering) and in the message body, tell me what country you are in, your forum nickname, and paste this link:

    http://social.microsoft.com/Forums/en-US/onecaregeneral/thread/1128cdc5-3cc9-49db-9b20-d61e898714ecI am not online 24x7, so you may be waiting for a reply, but I'll do my best to hook you up with support.

    If you don't get an email response from me wthin 24 hours, post back as my email provider is getting more aggressive with the spam filtering.

     

    -steve


    Microsoft MVP Windows Live / Windows Live OneCare, Live Mesh, & MS Security Essentials Forums Moderator
    Thursday, July 16, 2009 5:26 PM
    Moderator