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  • Question

  • I updated from XP to Vista and now Onc Care is NOT connecting---even after un-installing and installing again under the Vista opperating system....why?

    Monday, September 29, 2008 6:15 PM

Answers

All replies

  • golfermilw,

     

    Thank you for visiting the OneCare Program forums.

     

    Are you able to get an internet connection opening a website? What is the error message that OneCare shows?

    Please check your LAN connection and also ensure that you have administrative rights.

     

    Please check out this website for KB article

    http://support.microsoft.com/kb/943767

     

    I hope this helps,

     

    Lori MS

    Monday, September 29, 2008 7:13 PM
  • YES,  I can and am able to connect to the Internet with ALL other programs except OneCare
    bill
    Tuesday, September 30, 2008 11:34 AM
  • What do you mean by OneCare is not connecting? Do you mean that it isn't able to update?

    If so, see this post for information to help troubleshoot and resolve update problems -

    http://forums.microsoft.com/WindowsOneCare/ShowPost.aspx?PostID=1286736&SiteID=2

     

    You may want to consider removing OneCare again and then using the cleanup tool before reinstalling:

    http://forums.microsoft.com/WindowsOneCare/ShowPost.aspx?PostID=828910&SiteID=2

     

    -steve

    Tuesday, September 30, 2008 1:43 PM
    Moderator
  • What seems to be the problem with you guys????  I really don't know how more clear I can state it!  All my programs that need to connect to the Internet, DO!  The only program that doesn't is OneCare.  I do NOT have any other firewall protection system, I just up dated to Vista (Your program) and now OncCare does not work.  It did with XP, but now it doesn't.  How much more clear can I state it.  Stop sending me to various question pages of yours that ask questions that do not address my problem
    Be worth you money, can you?
    bill
    If you can tell i'm a little frustrated, I AM
    Tuesday, September 30, 2008 2:04 PM
  • No, you are *not* being clear, sorry to say.

    And, quite honestly, I'm still not sure what your problem is.

    OneCare connects to the web to obtain updates and to provide status information to the servers. It does not connect for any other reason.

    What is your status in OneCare and what messages are you getting? (Provide the *exact* message, please.)

     

    Is the OneCare firewall prompting you to allow access to the Internet for Windows Live OneCare? If so, something is broken, since that should not be happing and you probably ought to reinstall OneCare, running the cleanup tool after removal and before installing again.

     

    As for being "worth you money," please note that this is a community forum. The moderators are volunteers and support is peer to peer, meaning that it is customers helping customers. Lori and Rick are Microsoft employees recently stepping in to help out, but they are fairly new to helping out in the OneCare forum along with their other support responsibilities. My answer to you a short while ago directed you to contact support for help - it didn't send you to a "question page."

     

    -steve

    Tuesday, September 30, 2008 2:17 PM
    Moderator
  • Please tell me how much more i can be clear?  What do you really don't understand.  I can connect to the internet yet you OncCare tries to connect but it keeps tell me that I'm not connected.  How much more clearer can I state it. Either you guys really don't know how to help someone out or you really don't know how to speak clear English (without all the tech. lingo)
    Let me state it again...clearing.....I can connect to the internet by any of my programs, including MicroWeb browser, except the OneCare can't up date, nor do anything because it states 'my computer is not connected to the internet'   
    Let's keep this on a level of high school---language and not the 'high tech' lingo you might be used to.  I'm not a 'high tech' person, just an ordinary person using your programs.  to reply to me that I'm not being clear and not give me any advice to how else to state the problem is being 'elitist' on your part.
    bill
    Tuesday, September 30, 2008 2:25 PM
  • golfermilw,

     

    Can you send a screen shot of the OneCare screen to oc-forums@live.com and also the OneCareSupportData.zip file?

    Do you have any other anti malware programs on your machine besides OneCare that you know of? 

     

    Follow these steps so that we can get the support logs for your OneCare.

     

    a.       OneCare Support data. Steps below

                                 i.      Open Windows Explorer and locate the following folder if Windows is installed on the C drive:
    C:\Program Files\Microsoft Windows OneCare Live\

     

                                ii.      Double click the file named OneCareSupport or OneCareSupport.exe. (Right click and “Run as Administrator” in case of VISTA).  It will begin to collect the information.

     

                                iii.      When it finishes collecting the information, note the path shown and name of the information file. (Generally, it is C:\OneCareSupportData.zip)

     

                                iv.      Send the OneCareSupportData.zip

     

     

    Lori MS

    Tuesday, September 30, 2008 3:55 PM
  • Bill, I'm sorry if I offended you.

    I can't advise you correctly how to resolve your problem without understanding your problem. You may think you have been clear before now, but you posted the discussion to a topic folder for firewall problems. What you are now telling us is that you are having a problem with OneCare needing to update and telling you that you are not connected to the Internet. That is also a partial assumption on my part, since what you are describing can also occur when you first install the program and your Internet settings are not to OneCare's liking. The fact that you are using a 3rd party browser, MicroWeb (which I am not familiar with) may have something to do with your problem.

     

    I'm going to move this discussion to the Update topic folder.

     

    Now, I'm going to present 4 options to you in addition to Lori's request for the support logs and screen shot.

     

    1. Go to Control Panel, Programs and Features and remove OneCare. Download and run the cleanup tool - 

    http://forums.microsoft.com/WindowsOneCare/ShowPost.aspx?PostID=828910&SiteID=2

    (Save the file to your desktop, right click the file and select Run as Administrator)

    Reinstall OneCare from http://onecare.live.com and activate with your original subscription LiveID

     

    2. See this post for Information to help troubleshoot and resolve update problems -

    http://forums.microsoft.com/WindowsOneCare/ShowPost.aspx?PostID=1286736&SiteID=2

     

    3. Contact support - 

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

     

    4.  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://forums.microsoft.com/WindowsOneCare/ShowPost.aspx?PostID=3942322&SiteID=2

    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.

     

    -steve

    Tuesday, September 30, 2008 4:32 PM
    Moderator