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Difficulty with transition from 90 day trial to subscription RRS feed

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    I had a 90 free trial of Microsoft Live OneCare.  It expired probably 6 months ago.  A few days ago I decided to subscribe.  I thought I had uninstalled as suggested, before installing the new subscription version of Live OneCare.  But I experienced a lot of shutdowns after the installation, which were "driver problem" shutdowns.  So I did a "system restore" to before the installation of the new subscription.  Now it seems like there are both a security alert telling me that my virus protection is out of date.  Do I need to re-install the subscription version? Do I need to delete some remnants of the trial subscription?  I do not have much experience with these kind of difficulties.  It could be a simple error. 

     

    Thanks,

     

    S Pasti

    Tuesday, January 8, 2008 12:55 PM

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    I would go ahead and run the cleanup tool - http://forums.microsoft.com/WindowsOneCare/ShowPost.aspx?PostID=828910&SiteID=2

     

    Then install OneCare again from http://onecare.live.com and activate with the LiveID you subscribed with.

     

    If you continue to have problems, please contact support - 

    How to reach support (FAQ) - http://forums.microsoft.com/WindowsOneCare/ShowPost.aspx?PostID=2421771&SiteID=2

    -steve
    Tuesday, January 8, 2008 8:14 PM
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    Thanks for your suggestions... I did use the cleanup tool, and that worked fine.  However, I simply cannot find anyway to get instructions to reinstall, or activate the subscription I now have.  I have gone to the support forum you suggested, and I simply do not find an answer.  I can't find a phone number either.  I'm not sure how to proceed from here.  I apologize if it is something simple and I just can't see it... but I just can't see it.  Thanks, S Pasti

    Wednesday, January 9, 2008 12:47 AM
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    Update with good news.  I apologize for not finding the "get help" link in the support section which leads to accessing a phone number.  Once I got the phone number, the customer service person showed me that I needed to go the the "Add a Computer" section of the Live OneCare website, and add a computer, and then uninstall the first version.  There were further difficulties-- the newly installed version didn't "wake up" right away, so a "command prompt" was needed, and the icon did not show right away, so steps were needed to make that happen, but I believe we arrived at a successful reinstallation, and it was important for the customer service person to know that the "cleanup" had already taken place.  Thanks for your help, Steve, and this issue can be called resolved.

    Wednesday, January 9, 2008 2:24 AM
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    I'm glad to hear that it is resolved. If you continue to have problems with OneCare not starting on a reboot, give support another call and make a note of the command used to manually start the program. This problem should be fixed in a future update (not too distant, but not in the next few weeks, either...)

    -steve

     

    Wednesday, January 9, 2008 1:17 PM
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