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Tried to renew online never works so bought a new copy, all kinds of problems. RRS feed

  • Question

  • First had the uninstall problem. Found Steve's answer through billing, it worked like a charm. Hopefully this is going to Steve.  Then while waiting for WL1 to get rid of it's Evil Red Shield with White X I decided to change name to new machine so as not to have MS confuse the old and new machine's then midway through I canceled it thinking that might screw it up more.  The next day I noticed it took the new name. 

    I was also confused by the new computer icons that it showed next to each computer but no individual tool icon, backup icon, or shield icon, next to procedures that were ok.  For instance, I had backed up my computer a day before my subscription ran out. It showed that no backup had been done, and there wasn't any individual icon next to it as there was on my daughters machine with the old version.

    Then I went to the 2nd computer, the update installed perfectly and all the old icons showed up with normal warnings etc.  I might add that my computer is set up as the hub but no computers are attached to it.  The new version did that on it's own. In the old setup no computer was set up as a hub.

    I then went back to my computer and updated it as it has a warning that it needs to be done.  I waited 24 hrs. for WL1 to complete it's own updates,and although I have a high speed Time Warner connection it seemed to take forever.  After it was complete and the machine was rebooted WL1 still said I need to go online for the latest update.  I waited another 24 hours I have the same warnings about the backup, the updates and that my license is expired. I went online and tried the update once more, rebooted, and here I am with all the same warnings. 

    I love WL1, once I get it renewed each year.  It seems to run without a problem. I never get spam, viruses, or spyware.  My backups run great and tuneups seem to work.  But both years renewing my subscription has been nothing short of sheer unadulterated torture.  Doing it online has been impossible and after going to the store (last yr I was lucky, it was on sale), it has been a disaster.  Please HELP ASAP.  I'm a big advocate of MS and have worked in the industry since 85' but with my daughter going to college for art where they can truly rationalize the use of apple my son who is a business major and husband whose computer just died are both tired of having support (me) fix (end-user) their problems.  Although I've won the battles for the past 24 years I might be about to lose the war!

    Thanks for your immediate HELP!

    Pam

    Wednesday, February 25, 2009 8:42 PM

Answers

  • I'm confused on what you actually did and in what order.
    Did you uninstall and reinstall OneCare on your PC and use the same LiveID to install? If so, you have not actually renewed.
     

    You did not need to uninstall/reinstall. You simply needed to renew with the retail key.

    Now that you reinstalled, by activating with the same LiveID, the new install inherited the subscription status of the existing subscription and you were not prompted for payment or a retail PIN/Key.

     

    Go to http://billing.microsoft.com/ and sign in with your subscription LiveID. (Open OneCare and click help/about to view the subscription LiveID)

    Select the OneCare subscription and click on the renew link.

    Choose the option to renew with a prepaid PIN or token which is the retail product key.

    Enter the 25 character key and proceed.

    It can take up to 24 hours for the subscription status to be updated in OneCare if you are renewing within 30 days of expiration and 5 days if renewal was performed between 90 and 30 days before expiration.

     
    The red shield with the white X is the Windows Security Center, advising you that there is protection off or missing on the PC, which would be true if you uninstalled OneCare.

     

    If you reinstalled OneCare, you will need to reconfigure backup and start over for your machine. Reinstalling causes OneCare to not remember the old backups, so a new one needs to be started. The old ones can be restored from, but they are from a "different computer" due to the reinstall.

     

    Your next paragraph about the Hub PC seems to indicate that you also reinstalled on that PC. Note that you already had the latest up to date version of OneCare before you reinstalled. But you have now reset the backup plan for that machine, too.

     

    The update warnings that you are being told about by OneCare are *not* updates to OneCare, but Windows updates. When you get that warning, simply go to Windows Update from the start Menu. Check for updates and install all offered critical and important updates. That will satisfy OneCare and put the PC back to green.

     

    So, both PCs will need to have backup configured once again and you apparently still need to update your subscription online at https://billing.microsoft.com with the retail key from inside the package.

     

    If you encounter issues, please contact support.

     

     

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

    -steve


    Microsoft MVP Windows Live / Windows Live OneCare & Live Mesh Forum Moderator
    Thursday, February 26, 2009 1:40 PM
    Moderator

All replies

  • I'm confused on what you actually did and in what order.
    Did you uninstall and reinstall OneCare on your PC and use the same LiveID to install? If so, you have not actually renewed.
     

    You did not need to uninstall/reinstall. You simply needed to renew with the retail key.

    Now that you reinstalled, by activating with the same LiveID, the new install inherited the subscription status of the existing subscription and you were not prompted for payment or a retail PIN/Key.

     

    Go to http://billing.microsoft.com/ and sign in with your subscription LiveID. (Open OneCare and click help/about to view the subscription LiveID)

    Select the OneCare subscription and click on the renew link.

    Choose the option to renew with a prepaid PIN or token which is the retail product key.

    Enter the 25 character key and proceed.

    It can take up to 24 hours for the subscription status to be updated in OneCare if you are renewing within 30 days of expiration and 5 days if renewal was performed between 90 and 30 days before expiration.

     
    The red shield with the white X is the Windows Security Center, advising you that there is protection off or missing on the PC, which would be true if you uninstalled OneCare.

     

    If you reinstalled OneCare, you will need to reconfigure backup and start over for your machine. Reinstalling causes OneCare to not remember the old backups, so a new one needs to be started. The old ones can be restored from, but they are from a "different computer" due to the reinstall.

     

    Your next paragraph about the Hub PC seems to indicate that you also reinstalled on that PC. Note that you already had the latest up to date version of OneCare before you reinstalled. But you have now reset the backup plan for that machine, too.

     

    The update warnings that you are being told about by OneCare are *not* updates to OneCare, but Windows updates. When you get that warning, simply go to Windows Update from the start Menu. Check for updates and install all offered critical and important updates. That will satisfy OneCare and put the PC back to green.

     

    So, both PCs will need to have backup configured once again and you apparently still need to update your subscription online at https://billing.microsoft.com with the retail key from inside the package.

     

    If you encounter issues, please contact support.

     

     

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

    -steve


    Microsoft MVP Windows Live / Windows Live OneCare & Live Mesh Forum Moderator
    Thursday, February 26, 2009 1:40 PM
    Moderator
  • Steve,

    I have done everything that you described, pretty much in that order. Now everything seems to be working except I still can't get rid of the old machine and red OneCare Shield from my One Care Circle which thinks it's still at risk.  Additionally I can't get the red 1 Care icon to turn green at the bottom of my desktop tool bar.  I'm assuming that is because the old machine still exists, thinks it needs "urgent care" and to be renewed.  I should mention that both the old machine and new machine have the same name. Should I change one of them?  How do I get rid of the evil old machine/red shield/red WL1 icon???  I'd be happy with blue or green, just not red

    I have never paid for any copy on line so billing should not be an issue. 

    Please help before I shoot the machine go lay down on the NYS Thruway or uninstall WL1 altogether.  Right now the thruway is looking pretty good.  I can't believe how much time I've spent on uninstalling, then reinstalling, going to billing to put in the keycode, reconfiguring  and then backing up (which takes forever) my system again, putting the Windows updates on which again took forever.  Having done all this it satisfied the "new machine and set it to green but not the evil old machine or the One Care Circle.  I don't want to lose you as you seem to be the only link with reality in all of Microsoft.  Thank god for your existence! Please help

    Kodabear

    P.S. I went to print out your response and it didn't seem to know that our new Brother MFC490CW existed although it has had no problems with it until just minutes ago?

    Friday, February 27, 2009 11:05 AM
  • To get rid of the old machine from your Circle, open OneCare, click on Your OneCare Circle and you'll see the old PC and other listed. In the details for the old PC you'll see a link - remove this PC. Click that and sign in with your subscription LiveID if prompted. That should get you back to green.

    Of course, you can also choose to have the PC that is showing red to *not* be a Hub PC, so you will only see the status of that single machine, instead of any machine in the Circle.

    Please don't go to the Thruway! ;-) I am sorry that the process has been so painful, but once you remove the old PC all should be well again.

    I can't speak for the printer, though. Is the printer locally attached or is it a network shared printer?

    -steve

     


    Microsoft MVP Windows Live / Windows Live OneCare & Live Mesh Forum Moderator
    Friday, February 27, 2009 5:13 PM
    Moderator