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Unable to install Onecare purchased two days ago! RRS feed

  • Question

  •  

    I purchased Windows Live One care on Monday 12/08/08, from the Microsoft site and have been unable to install in. It gives me an error message 3010. And says that I purchased it, and that it's enabled. However when I try to install it, nothing happens. I need to know how can I get help so that I can get protection ASAP!~Thank you

     

    Also, what is a product key and where do I find it?

    Wednesday, December 10, 2008 10:57 PM

Answers

  • The 3010 error is an activation error.

    Go to https://billing.microsoft.com and sign in with the LiveID used during the purchase.

    Install OneCare from http://onecare.live.com - download and install the trial.

    Once it is installed, sign in with the LiveID for your subscription verified above by clicking on Subscribe within OneCare.

    It should recognize the active subscription and activate the installed copy.

    If you do not see your subscription at the Billing site and you are sure that you used the same LiveID, please contact support (via email as a trial user):

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

     

    You won't get a product key if you purchased online, however, if you are referring to the validation during a support request, it means the product ID shown in Help/About in OneCare. But that won't help since you have not activated the installed copy yet. You need to follow the instructions to get email support as a trial user.

     

    -steve

    Thursday, December 11, 2008 2:47 PM
    Moderator

All replies

  • The 3010 error is an activation error.

    Go to https://billing.microsoft.com and sign in with the LiveID used during the purchase.

    Install OneCare from http://onecare.live.com - download and install the trial.

    Once it is installed, sign in with the LiveID for your subscription verified above by clicking on Subscribe within OneCare.

    It should recognize the active subscription and activate the installed copy.

    If you do not see your subscription at the Billing site and you are sure that you used the same LiveID, please contact support (via email as a trial user):

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

     

    You won't get a product key if you purchased online, however, if you are referring to the validation during a support request, it means the product ID shown in Help/About in OneCare. But that won't help since you have not activated the installed copy yet. You need to follow the instructions to get email support as a trial user.

     

    -steve

    Thursday, December 11, 2008 2:47 PM
    Moderator
  •  

    Hi Stephen,

    When I tried to install the trial version, nothing happens. It just says blank page.That is what it was doing prior to me purchasing it. After several attempts to install the trial version, I assumed it was no longer available and so I purchased it, still unable to install it. Thank you for replying so quickly.

     

    Thursday, December 11, 2008 3:44 PM
  • You can reply to the messages within the same thread instead of starting a new "topic" or thread. I've merged your post into the original thread.

     

    What web browser are you using? Have you removed your previous security software?

    See this post for the KB article to troubleshoot install problems - http://forums.microsoft.com/WindowsOneCare/ShowPost.aspx?PostID=1588602&SiteID=2

     

    Note that the trial software and the purchased software are one and the same. You actually purchased a subscription, but your problem really stems from being unable to download and launch the installer.

     

    -steve

    Thursday, December 11, 2008 4:31 PM
    Moderator
  • I am using the Internet Explorer web browser. Yes I have removed my previous security software.Thanks for telling me that the trial software and purchased software are the same.

    I will keep trying.

    Thursday, December 11, 2008 5:15 PM
  • You're welcome. If you aren't able to get it installed,and you're having trouble reaching support -

    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://forums.microsoft.com/WindowsOneCare/ShowPost.aspx?PostID=4236415&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

    Thursday, December 11, 2008 6:54 PM
    Moderator