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Unable to renew OneCare RRS feed

  • Question

  • I bought two OneCare subscriptions in the fall of 2007 (4 computers). The first account came due for renewal yesterday and has now expired. The next one comes due in two months. I tried for a month to renew the first account, but kept getting a "Message 2002" error that tells me nothing, and does not direct me to a page that tells me anything about why I keep getting that error, or what to do about it. I tried to contact customer support but no help - automated message that made little sense. I searched the Internet and Microsoft support pages for solutions but everything seems arcane and unclear. My Windows Live ID gets me through to my billing account, so why can I not renew? The solutions I've seen posted for trying to reach customer support more directly seem very convoluted. Very frustrating experience. My second OneCare subscription does not even appear in my Microsoft Billing Account. I gave up my Norton account last year and switched to OneCare because I assumed this would be a simpler process. Seemed to work fine all year, but renewal is a different story.

     

    Can anyone suggest what might be going on, and what I can do about it without spending hours and hours on a simple renewal?

     

    Thanks.

    Friday, September 26, 2008 9:46 AM

Answers

  • Finally figured out that I had to get through to Tech Support by chat. Did that. Great guy walked me through some very technical steps. We think my XP user profile was somehow the problem. Made a new profile and managed to get OneCare set up again.  Phew. That was complicated. Not logical, but finally got an answer. Resolved, except now I have to set up my OneCare circle again, and all the settings. Oh well.

    Saturday, September 27, 2008 12:46 AM

All replies

  • laupaaty,

     

    You may encounter an error, "Unable to complete request....Message 2002" when trying to renew from within OneCare

     

    Cause:

    1. You click on Renew in OneCare
    2. You are taken online and asked to sign-in using your Windows Live ID.
    3. You sign-in with a Windows Live ID other than the one you original activated the product with.
    4. The billing system is confused as it’s expecting a different LiveID. Instead of gracefully failing, it throws the above error.

    Solution:

    There are 2 solutions for this issue

     

    Solution 1:

    1. Look up the correct LiveID by opening up the OneCare Client and visiting Help -> About.
    2. Closes the web browser and return to the OneCare Client and click Renew again.
    3. This time around, sign-in with the correct LiveID.

     

    Solution 2:

    1. Look up the correct LiveID by opening up the OneCare Client and visiting Help -> About.
    2. You will be asked to sign-in with their Windows Live ID account. You should use the correct LiveID as discovered in Step #1.
    3. Once signed-in, select the ‘Windows Live OneCare’ service from the list of subscribed services.
    4. You are then presented with a page that offers the renewal option. You can renew at this point (with a key or payment options).
    5. It may take 24 hours to reflect the updated subscription status in OneCare.

    If you have confirmed that you are using the correct ID and the above does not allow you to proceed with renewal, please contact support:

     

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

     

    Please post back and let me know if this was helpful for continued support.

     

    Rick, MS

    Friday, September 26, 2008 2:31 PM
    Moderator
  • laupaaty,

     

    Contacting Support for OneCare,

     

    Since you have purchased subscription, I'd contact suppoort here:

     

     http://help.live.com/help.aspx?project=onecarev2_5_client&queryType=keyword&query=rehto+rehtO&sid=012c8547-106a-41f8-9a49-231660b153fd_20373032&mkt=en-us 

     

    1 .     Click Contact support in the middle of the webpage

    2 .     Click Contact Support  in the bottom right corner of the webpage

    3 .     Click Get support

    4 .     Select the Billing Support or Technical Support Bubble

    5.     Answer the questions appropriately, you will be guided to an agent if you have a paid subscription or email support if you have a trial version.

    Thank you for visiting the Live OneCare program forum.

    I hope this information helps. Post back if you continue to have issues.

    Rick, MS

     

    Friday, September 26, 2008 2:33 PM
    Moderator
  •  Rick, MS wrote:

    You may encounter an error, "Unable to complete request....Message 2002" when trying to renew from within OneCare

    (snipped)

    I found this information on the net already and tried to work through it. Blind alleys, and unable to reach a human. Still no idea what is wrong.

    Friday, September 26, 2008 10:35 PM
  •  Rick, MS wrote:

    Contacting Support for OneCare,

    Since you have purchased subscription, I'd contact suppoort here:

     http://help.live.com/help.aspx?project=onecarev2_5_client&queryType=keyword&query=rehto+rehtO&sid=012c8547-106a-41f8-9a49-231660b153fd_20373032&mkt=en-us 

    After wading through the steps and a long wait on the phone, I simply got an answering machine. Dead in the water again.
    Friday, September 26, 2008 10:38 PM
  • Finally figured out that I had to get through to Tech Support by chat. Did that. Great guy walked me through some very technical steps. We think my XP user profile was somehow the problem. Made a new profile and managed to get OneCare set up again.  Phew. That was complicated. Not logical, but finally got an answer. Resolved, except now I have to set up my OneCare circle again, and all the settings. Oh well.

    Saturday, September 27, 2008 12:46 AM
  • laupaaty,

     

    Thank you for posting your fix here. And your experience. I really appreciate it and I am glad you were able to get up and running. A new profile...Glad it worked.

     

    Rick, MS

     

    Saturday, September 27, 2008 3:37 AM
    Moderator