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One Care subscription RRS feed

  • Question

  • I completely restored my computer (to make it just like it came out of the box). I reinstalled One Care; the subscription is giving me problems.... Now, One Care will expire in 14 days!  I’m an active subscriber however when I try to activate I continue to get the message; It looks the live ID you entered is not yet associated with one care subscription - To subscribe now or enter your product key, click ‘next’. When I enter the product key I get the message, if installing on a 2nd/3rd computer or reinstalling you do not need to re-enter your product key, close this page and go to the sign in page and click re-active. I don't get that option.

    Another problem, when I enter my log-on/password, click next, One Care freezes the live.com ID log-in block preventing me from re-entering it again in case I've entered the incorrect live.com ID.

    I uninstalled One Care several times to try and correct the problem – didn’t work. I also reset my password – didn’t work, I then changed my password – again didn’t work. I can sign in to live.com in the live .com website and it recognizes me giving me my subscription status and profile but when I enter my ID/password to complete the finial stages of installing One Care, One Care does not recognize me or MS has a protection program to prevent extended use of a 1 year subscription

    I have experienced similar problems in the past when I've restored my computer. Does Windows Defender offer the same or better protection?

    Thanks in advance for you help and support.

    Mike     

     

    • Moved by Stephen BootsMVP, Moderator Wednesday, August 12, 2009 4:26 PM reinstall activation issue (From:Windows Live OneCare Anti-Virus)
    Wednesday, August 12, 2009 4:20 PM

Answers

  • Is your password longer than 8 characters? If so, change it to be less than 8 characters and try activating again.
    Since you have confirmed that you are using the correct LiveID by signing in at the Billing site, it sounds to me like you may have encountered the long password bug.
    If that isn't the case and you know you are using the correct LiveID, then contacting support is the way to go.
     

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

     

    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/onecareanti-virus/thread/828583f4-6d08-430b-8127-7981e5138446
    I 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
    Wednesday, August 12, 2009 4:25 PM
    Moderator

All replies

  • Is your password longer than 8 characters? If so, change it to be less than 8 characters and try activating again.
    Since you have confirmed that you are using the correct LiveID by signing in at the Billing site, it sounds to me like you may have encountered the long password bug.
    If that isn't the case and you know you are using the correct LiveID, then contacting support is the way to go.
     

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

     

    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/onecareanti-virus/thread/828583f4-6d08-430b-8127-7981e5138446
    I 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
    Wednesday, August 12, 2009 4:25 PM
    Moderator
  • Oh, and the answer to the Defender question - no. Defender is spyware protection only. OneCare adds virus protection and a firewall, along with the other features. You can't rely on Defender alone and need to have anti-virus installed.
    -steve
    Microsoft MVP Windows Live / Windows Live OneCare, Live Mesh, & MS Security Essentials Forums Moderator
    Wednesday, August 12, 2009 4:26 PM
    Moderator
  • I'm also pasting the standard reply for activation issues where someone wants to add a PC or needs to activate after a reinstall as it also contains some other useful information:

     

    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://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

     

    -steve

     


    Microsoft MVP Windows Live / Windows Live OneCare, Live Mesh, & MS Security Essentials Forums Moderator
    Wednesday, August 12, 2009 4:29 PM
    Moderator
  • My password is longer then 8 characters, I will change this. If I continue to have problems I’ll contact support that you provided me.  You have given me some very Informative advise. Thanks a bunch

    Mike.   

    Wednesday, August 12, 2009 5:26 PM
  • If the password is longer than 8 characters, then changing it should resolve the problem. You can change it back after you activate.
    You're welcome.
    -steve
    Microsoft MVP Windows Live / Windows Live OneCare, Live Mesh, & MS Security Essentials Forums Moderator
    Wednesday, August 12, 2009 6:34 PM
    Moderator
  • I created a new password with 8 characters. I still can not login. I have noticed I now have 3 different live.com ID’s. It is apparent I have really got things messed up. I tried to use the customer support option. I’ve tried every Live.com and every password I ever created since I’ve had problems with One Care, I can’t sign in to live.com period, I my have locked myself out. I  commenced to use my product key rather then the live.com, well it ask for a product key of 20 characters, my key is 25 characters, (store bought version), any suggestions? I got tired of trying to fix One Care on Aug 12, I trying again (today). I’m getting thoughts of giving up with One Care. Any help will be appreciated. Thanks -MIKE

     

    Tuesday, August 18, 2009 1:26 PM
  •  

    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/onecareinstallandactivate/thread/3db92c9c-6dcd-43f8-8a66-40c93bee4283#ba7d2924-78f4-4654-b3a4-41d05a5890ad
    I 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
    Tuesday, August 18, 2009 1:56 PM
    Moderator