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  • Question

  • Dear Forum,

    First I downloaded a free version of Windows Live OneCare and did not pay for a subscription. Then I bought a full version at CompUSA store. I have two computers right now that I'd like to be protected with this program. My first laptop installation went fine. I didn't name it as the "hub" computer. With the computer that I had a free version I first, removed the program, and second installed new for the CD-Rom I bought.

     

    Problem.

    The second computer that I loaded the free version on will not allow me to register, link, or subscribe Windows Live CareOne. It is asking me for my username or email address and password. When I type in this account it is saying that I am already signed in to this account and can not sign in or link to this account. I’m lost and confused, what to do?

     

    Before trying to link accounts I cleared all my cookies and internet saved files for Internet Explorer.

     

    Please let me know how I can subscribe my second laptop.

    Thanks very much.

    Nan

     

    Sunday, February 10, 2008 7:59 PM

Answers

  • Hi, Nan. It is possible that you activated with an address other than your Hotmail address. Any email address can be a LiveID - http://account.live.com

     

    As I noted before, you cannot use the retail key again. When you sign in, your existing subscription *should* be validated and you are activated. If you sign in with a different LiveID, you'll get the situation your describe.

     

    Here's my "boilerplate" response for the problem:

     

    If you have an active subscription, which is what was created when you activated on the first computer, you need to use the same LiveID on the subsequent activations. You can't use the same key twice. If you are arriving at a screen to purchase or provide a token, you are likely not using the same LiveID as the subscription ID.

     

    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://forums.microsoft.com/WindowsOneCare/ShowPost.aspx?PostID=2421771&SiteID=2

    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 the reinstall.

     

    So, if you see your subscription as active on the Billing site, but signing in with that LiveID fails to validate and activate the install, you'll need to contact support.

     

    -steve

    Thursday, February 14, 2008 2:17 AM
    Moderator

All replies

  • I'm not sure I understand the error you are encountering.

     

    Are you clicking "subscribe" in OneCare and signing in with the same LiveID that you used to activate the subscription? If you are signing in with a different LiveID and trying to provide the retail key again, that won't work. You must use the same LiveID for all subsequent activations.

     

    Could you provide the 'exact' message you are receiving and explain the specific steps that you are following to encounter this error?

     

    You can also contact support (I'd do this from the PC that is activated so that you can see all available support options for a subscriber)

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

    -steve

    Monday, February 11, 2008 1:15 AM
    Moderator
  • Hi Steve,

    Thank you for getting back to me. Yes I am clicking on "subscribe." I am using the same LiveID that I use to activate the subscription. I then provide the retain code. I get an error message stating that this key code all ready exists and I do not have to re-enter it. I have only one hotmail address so I have only one LiveID. I will try to provide the exact error message.

    I double click on the red icon in Win XP left hand corner. Second, I select subscribe the UGENT message. I am asked to sign in to LiveID. Hotmail email address then password. Then sign in.

    Message:

     

    "Step 2: Associate this PC with a subscription. It looks like you need too subscription, the OneCare website will help you get one. Click Continue online... etc.

     

    I select Continue

     

     

    Activate a token "go" if you have a store bought product key. (I do.)

    I select "Go."

     

     

    I enter the 25 character key code.

    Then I select continue.

    Error Message as follows:

    The product key entered is already in use.

    If you are installing OneCare on a 2nd or 3rd computer or you are reinstalling OneCare, you do not need to use your product key again. Instead, close this browser window, return to OneCare, and click Activate again. On the Sign in page, sign in with the Windows Live ID that you originally used to install OneCare.

    If you get this message more than once, report it as a recurring problem.

    Message 8059

     

    (Note: This would be my second computer that I would like to make the host computer.)

     

    I do not have an "Activate again" at my OneCare program window only "Subscribe." I am signing in with the only username and password I have since they are requiring my hotmail address.  The username and password to sign in on my first OneCare computer has a different password and sign in name. I have not been able to use this information because I am not asked it. I try to use the username but it will only talk the hotmail email address.

     

    Please help. My thirty day or so free trial version is ending ASAP.

    Thanks,

    Nan

     

    Thursday, February 14, 2008 12:42 AM
  • Hi, Nan. It is possible that you activated with an address other than your Hotmail address. Any email address can be a LiveID - http://account.live.com

     

    As I noted before, you cannot use the retail key again. When you sign in, your existing subscription *should* be validated and you are activated. If you sign in with a different LiveID, you'll get the situation your describe.

     

    Here's my "boilerplate" response for the problem:

     

    If you have an active subscription, which is what was created when you activated on the first computer, you need to use the same LiveID on the subsequent activations. You can't use the same key twice. If you are arriving at a screen to purchase or provide a token, you are likely not using the same LiveID as the subscription ID.

     

    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://forums.microsoft.com/WindowsOneCare/ShowPost.aspx?PostID=2421771&SiteID=2

    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 the reinstall.

     

    So, if you see your subscription as active on the Billing site, but signing in with that LiveID fails to validate and activate the install, you'll need to contact support.

     

    -steve

    Thursday, February 14, 2008 2:17 AM
    Moderator
  • I'll add one other thing - since you have an activated copy of OneCare on one PC, open OneCare on that PC and click Help/About... Your subscription ID will be shown. That's the LiveID to activate with. If you are using that ID to activate on the 2nd PC and the above is happening, as I said in my previous reply, contact support. And, do that from the activated PC so that your subscription can be validated and you'll see *all* support options.

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

    -steve

    Thursday, February 14, 2008 2:21 AM
    Moderator