Help for Sign In
MSN Sign-In Troubleshooter

Welcome to the MSN Sign-In Troubleshooter. If you are having problems connecting to MSN, or staying connected, please spend a few minutes here. By following some simple steps, you can solve the most common connection problems.

If you want to know more about any of the buttons, checkboxes, options, or areas on the Sign-In dialog boxes, simply right-click the item you want information about, and then click What's This?.

Start the Troubleshooter


Help for Sign In
Sign-In Troubleshooter

To get started, click the symptom below that applies to you, and then try the suggested cure.

The Connection Status dialog box shows an error message.

I cannot remember my password and/or user name.

I cannot find a local access number in the MSN Phone Book.

I hear a busy signal.

I hear a message from the operator.

I hear a ring, but there is no answer or a person answers.

My modem disconnects while I am signing in to or using the service.

My modem is fine, but I still cannot connect.

I can connect to the service, but I cannot connect to a Web site.

I can connect to the service, but I cannot use e-mail.

I can connect to the service, but I cannot read newsgroups.

I want to use a LAN connection to access MSN.

I am having trouble using MSN with another online service installed.

Contact Member Support

Uninstall MSN


What is the error message?

You must type your user name or password before you can connect.

Either your user name or password is incorrect or your account could not be accessed.

The modem is not responding.

Another application is using the modem.

The modem could not detect a dial tone.

A person answered the phone.

There was a busy signal or no answer.

Cannot establish a connection.

A TCP/IP problem has occurred.

A PPP Connection could not be established.

Uninstall MSN


Type your User name and Password

1.  In the Sign-In dialog box, type your user name (also called MSN Member ID) in the User name box and your password in the Password box.

2.  Click Connect.

Did this fix the problem?

Yes.  Close the troubleshooter.

No.  I cannot remember my password.

No.  I get another message in the Connection Status area of the Sign-In box.

No.  There is another problem.  Go back to the beginning of this troubleshooter.


Create a new password online or contact Member Support

If you have forgotten the password you use to sign in to MSN, and you have your credit card information available, click the New button on the MSN Sign-In screen to create a new password. If you do not have your credit card information, you will need to contact MSN Member Support.

If you have forgotten your User name (a.k.a. MSN Member ID) you will need to contact MSN Member Support for assistance.

Go back to the beginning of this troubleshooter.

Close this troubleshooter.

Contact Member Support


Select a phone number from the phone book

1.  In the Sign-In dialog box, click Settings.

2.  On the Dialing tab, click the Phone Book button located next to the Phone Number box.

3.  Change the Service type, Country, and State or region settings as needed.

4.  In the Access numbers list, click the phone number you want your modem to dial.

5.  Click OK, click OK again, and then click Connect.

Notes

You can also assign a backup number to dial, in case the first phone number is busy.

If the Phone Book button is unavailable, contact MSN Member Support for alternate phone numbers.

Did this fix the problem?

Yes.  Close the troubleshooter.

No.  I get another message in the Connection Status box.

No.  I cannot find a local access number.

No.  What else could be wrong?

Contact Member Support


Finding a local access number

In some cases, MSN may not have a local phone number that serves your area. Or you may simply need to update your MSN Phone Book. Each time you sign in to MSN, your Phone Book is automatically updated. To update it now, please connect briefly to MSN using one of the available access phone numbers (you’ll incur a long distance charge). Disconnect from MSN, go back to the Sign-In box, click Settings, and then check the Phone Book again. If you find a local number, select it for your Primary number. If you’re not sure if a particular phone number provides local dialing from your location, please call your local telephone company and ask.

If the MSN Phone Book still doesn’t list a local access number, please check back frequently. MSN is adding new numbers on a weekly basis. You can also check on phone number updates for your city in MSN Member Services. To do this connect to MSN, point to the ? at the top right of the MSN screen, click Help & Support, and then click Access Numbers. (You are responsible for any long distance charges you incur when connecting to MSN.)

Please Note

Before choosing or changing your Primary and Backup access numbers, please check with your local telephone company to confirm which, if any, MSN access numbers provide local dialing, or what applicable toll charges you may incur.

Telephone companies across the United States and Canada are adding new area codes in many cities. If this is happening where you live or work, we recommend that you regularly check to make sure you are using a local telephone number to connect to MSN. This will help you avoid unexpected long distance connection charges on your telephone bill.

MSN accepts no responsibility for, nor has any control over, area code changes or other changes made by the telecommunications companies, nor for any long distance telephone charges incurred while connecting to MSN. When you are notified that a new area code is being introduced in your area, it is your responsibility to make the necessary changes in your MSN Settings to ensure that you are dialing a local phone number when connecting to MSN (where available). MSN maintains an updated phone directory of MSN access numbers, but will not necessarily notify you of area code changes or other telephone company changes that may affect you. You are responsible for any long distance charges you incur when connecting to MSN.

Go back to the beginning of this troubleshooter.

Close this troubleshooter.

Contact Member Support


Are you using more than one modem?

Yes, at least two modems are installed on my computer.

No.


Select a modem

1.  In the Sign-In dialog box, click Settings.

2.  In the Connect using box, click the modem you want to use.

3.  Click OK, and then click Connect.

Did this fix the problem?

Yes.  Close the troubleshooter.

No.  What else could be wrong?


Select a different modem

1.  In the Sign-In dialog box, click Settings.

2.  In the Connect using box, click the modem you want to use.

3.  Click OK, and then click Connect.

Did this fix the problem?

Yes.  Close the troubleshooter.

No.  What else could be wrong?


Close other programs

1.  Close all programs that might be using the same communications port as your modem, such as any fax software, HyperTerminal, or Phone Dialer.

2.  In the Sign-In dialog box, click Connect.

Did this fix the problem?

Yes.  Close the troubleshooter.

No.  What else could be wrong?


Check your cables

1.  If you are using an internal or external modem, make sure the "wall" or "line" end of your modem cable is connected to a telephone service jack in the wall (often called a "wall jack").

2.  If you are using an external modem, make sure the "phone" end of your modem cable is plugged into your telephone.

3.  Make sure all cable connections are secure.

4.  Make sure that your phone cable is working by trying it with your telephone or replacing it with a cable that you know works.

5.  In the Sign-In dialog box, click Connect.

Did this fix the problem?

Yes.  Close the troubleshooter.

No.  What else could be wrong?


What type of modem do you have?

There are two basic types of modems: internal and external.  Please select the type you are using to connect to MSN.  (If you are not sure what kind of modem you have, select Internal.)

Internal

External


Check the power to your modem

1.  While your computer is running, turn off your modem, and then turn it on again.

2.  In the Sign-In dialog box, click Connect.

Did this fix the problem?

Yes.  Close the troubleshooter.

No.  What else could be wrong?


Uninstall and reinstall your modem

1.  Click here [image] to go to the Modem Properties dialog box.

2.  Click the modem you are trying to use to sign in to MSN, and then click Remove.

3.  Click Close.

4.  Close all programs you have running.

5.  Click Start, and then click Shut Down.

6.  In the Shut Down Windows box, click Shut Down the Computer, and then click Yes.

7.  When the screen says it is safe to turn off your computer, do so for a few seconds, and then turn the computer back on.

8.  Once your computer has restarted, click Start, point to Settings, and then click Control Panel.

9.  Double-click the Modems icon in the Control Panel.

Windows 95/98 will automatically detect some modems.  If your modem is already displayed in the list, skip to step 11.  If not, continue with step 10.

10. Click Add, and then follow the steps for installing a modem.

11. Try signing in to MSN again.

Did this fix the problem?

Yes.  Close the troubleshooter.

No.  What else could be wrong?


Check your cables

1.  If you are using an internal or external modem, make sure the "wall" or "line" end of your modem cable is connected to a telephone service jack in the wall (often called a "wall jack").

2.  If you are using an external modem, make sure the "phone" end of your modem cable is plugged into your telephone.

3.  Make sure all cable connections are secure.

4.  Make sure that your phone cable is working by trying it with your telephone or replacing it with a cable that you know works.

5.  In the Sign-In dialog box, click Connect.

Did this fix the problem?

Yes.  Close the troubleshooter.

No.  What else could be wrong?


Listen for a dial tone

1.  Click here [image] to view the Modem Properties dialog box.

2.  Click the modem you are using, and then click Properties.

3.  If the Speaker volume option is available, make sure it is not set to Off.

4.  Click OK, and then click Close in the Modem Properties dialog box.

5.  In the Sign-In dialog box, click Connect.

Did you hear a dial tone?

Yes.  What should I do next?

No.  What else could be wrong?


Check the tone/pulse dialing setting

1.  In the Sign-In dialog box, click Settings.

2.  On the Dialing tab, click Dialing Properties.

3.  Make sure that either Tone dialing or Pulse dialing is selected to match your telephone system.

4.  Click OK twice, and then click Connect in the Sign-In dialog box.

Did this fix the problem?

Yes.  Close the troubleshooter.

No.  What else could be wrong?


You might have an incompatible modem

Your modem might be incompatible or might require more advanced adjustments in order to connect.

For further assistance, see the documentation that came with your modem or contact MSN Member Support.

Go back to the beginning of this troubleshooter.

Close the troubleshooter.

Contact Member Support


Contact your telephone company or phone-system administrator

If you do not hear a dial tone, your organization or telephone might not support this type of outside call, or might require an additional access code.

Contact your local telephone company or phone-system administrator.

Go back to the beginning of this troubleshooter.

Close the troubleshooter.


Try the call again

If you have successfully connected to MSN from this computer before and you are at the same location, using the same modem, the phone line may simply be busy.  Please try again later.

Did this fix the problem?

Yes.  Close the troubleshooter.

No.  What else could be wrong?


Try a different phone number

1.  In the Sign-In dialog box, click Settings.

2.  On the Dialing tab, click the Phone Book button located next to the Phone Number box.

3.  In the Access numbers list, select a new phone number.

4.  Click OK, click OK again, and then click Connect in the Sign-In dialog box.

Note

if the Phone Book button is unavailable, contact Member Support for alternate phone numbers.

Did this fix the problem?

Yes.  Close the troubleshooter.

No.  I cannot find a local access number.

No.  What else could be wrong?

Contact Member Support


What message do you get?

"You must first dial 1 and then the area code."

I get a different message.


Specify the call as long distance

1.  In the Sign-In dialog box, click Settings.

2. On the Dialing tab, click the Dial as long distance check box to select it.

3.  Click OK, click OK again, and then click Connect in the Sign-In dialog box.

Did this fix the problem?

Yes.  Close the troubleshooter.

No.  I do not want to dial a long distance number.

No.  What else could be wrong?


Check the dialing settings for your location

1.  In the Sign-In dialog box, click Settings.

2.  On the Dialing tab, click Dialing Properties.

3.  Make sure the settings in To access an outside line are correct for your telephone system.

For example, if you are using a telephone system within a company, you might first need to dial 9 (or some other number) in order to dial outside of your company.

4.  Make sure that either Tone dialing or Pulse dialing is selected to match your telephone system.

5.  Click OK, click OK again, and then click Connect in the Sign-In dialog box.

Did this fix the problem?

Yes.  Close the troubleshooter.

No.  What else could be wrong?


Check the call waiting setting

If your telephone system has call waiting, you need to disable it while you are dialing from your computer.  You can turn it off by clicking the appropriate value for your telephone system in the To Disable It, Dial list.

1.  In the Sign-In dialog box, click Settings.

2.  On the Dialing tab, click Dialing Properties.

3.  On the My Locations tab, click the This location has call waiting check box to select it.

4.  From the To disable it, dial: list, select the appropriate value for your telephone system.

Many phone systems use *70 to turn off call waiting.  If you are not sure which value to use, contact your telephone company or your phone-system administrator.

5.  Click OK, click OK again, and then click Connect in the Sign-In dialog box.

Did this fix the problem?

Yes.  Close the troubleshooter.

No.  What else could be wrong?


Check error and flow control settings

1.  Click here [image] to view the Modem Properties dialog box.

2.  Select the modem you are using, and then click Properties.

3.  Make sure the Only Connect At This Speed check box is blank.

4.  If the Speaker Volume option is available, make sure the volume is not set to Off.

Listening to the modem speaker can help you troubleshoot problems with your modem.

5.  On the Connection tab, click Advanced.

6.  If the Use Error Control and Compress Data settings are available, make sure that they are checked, and that Required To Connect is not checked.

7.  If the Use Flow Control and Hardware (RTS/CTS) settings are available, make sure they are selected.

8.  Click Record a Log File to create a Modemlog.txt log file in your Windows folder.  This is useful if you have to call Member Support.

9.  Click OK, click OK again, and then click Close in the Modem Properties dialog box.

10. In the Sign-In dialog box, click Connect.

Did this fix the problem?

Yes.  Close the troubleshooter.

No.  What else could be wrong?

Error and flow control settings are not available.


Check your modem’s port settings

1.  Click here [image] to view the System Properties dialog box.

2.  Click the Device Manager tab.

3.  Double-click Ports.

4.  Click the Communication Port where your modem is located.

If you do not know which port your modem is on, double-click Modem on the Device Manager tab. Select your modem and then click Properties.  Click the Modem tab.  This screen will tell you which communication port your modem is on.

5.  Click Properties.

6.  Click the Port Settings tab.

7.  Adjust the maximum speed to the same speed as your modem settings.

If you have a 14.4 baud modem, set the maximum speed to 19200.

if you have a 28.8 baud or higher modem, set the maximum speed to 38400.

If you do not know the speed of your modem, set the maximum speed to 19200.

8.  Make sure the Data Bits box is set to 8, the Parity box is set to None, and the Stop Bits box is set to 1.

9.  Change the Flow Control to Hardware.

10. Click OK, click OK again, and then click Connect in the MSN Sign-In dialog box.

Did this fix the problem?

Yes.  Close the troubleshooter.

No.  What else could be wrong?


Check Internet Explorer settings

1.  Using the right mouse button, click the Internet Explorer icon on your desktop.

2.  Click Properties.

3.  Click the Connection tab.

4.  Make sure Connect to the Internet using a modem is selected.

5.  Make sure Access the Internet using a proxy server is NOT checked.

6.  Click the Settings button.

7.  Make sure MSN is selected in the Use the following Dial-Up Networking connection box.

8.  Click OK.

9.  Click OK again.

Did this fix the problem?

Yes.  Close the troubleshooter.

No. What else could be wrong?


Check news account settings

1.  Click Start, point to Programs, point to Internet Explorer, and then click Outlook Express.

2.  On the Sign-In dialog box, click Cancel.

3.  In the Outlook Express menu, click the Tools option, and then click Accounts.

4.  Click the News tab.

5.  Select msnnews.msn.com, and then click Properties.

6.  Make sure the E-mail address field contains your_userid@email.msn.com. For example, if your login name is Bob, it should read:  Bob@email.msn.com.

7.  Click the Server tab.

8.  Make sure the Server name field contains msnnews.msn.com.

9.  Make sure the This server requires me to log on option is checked.

10.  Make sure Log on using Secure Password Authentication is selected.

11.  Click OK.

12.  Repeat steps 5 though 11 for netnews.msn.com.

13.  Click Close.

14.  Close Outlook Express, and then double-click the MSN icon on your desktop and try signing in again.

Did this fix the problem?

Yes.  Close the troubleshooter.

No. What else could be wrong?


Check mail account settings

1.  Click Start, point to Programs, point to Internet Explorer, and then click Outlook Express.

2.  On the Sign-In dialog box, click Cancel.

3.  In the Outlook Express menu, click Tools, and then click Accounts.

4.  Select the MSN Mail account, and then click Properties.

5.  Make sure the E-mail address field contains your_userid@email.msn.com. For example, if your login name is Bob, it should read:  Bob@email.msn.com.

6.  Click the Servers tab.

7.  Make sure Outgoing Mail (SMTP) reads smtp.email.msn.com.

8.  Make sure Incoming Mail (POP3) reads pop3.email.msn.com.

9.  Make sure Log on using Secure Password Authentication is selected in the Incoming Mail Server area.

10.  Make sure My server requires authentication is NOT checked in the Outgoing Mail Server area.

11.  Click OK, and then click Close.

12.  Close Outlook Express, and then double-click the MSN icon on your desktop and try signing in again.

Did this fix the problem?

Yes. Close the troubleshooter.

No. What else could be wrong?


Adjust the maximum speed of your modem

1.  Close all programs that use the communications port currently selected.

2.  Click here [image] to view the Modem Properties dialog box.

3.  Click your modem to highlight it.

4.  Click the Properties button.

5.  On the General tab, adjust the maximum speed of your modem.

If you have a 14.4 baud modem, set the maximum speed to 19200.

if you have a 28.8 baud or higher modem, set the maximum speed to 38400.

If you do not know the speed of your modem, set the maximum speed to 19200.

6.  Click OK.

7.  Click Close on the Modem Properties dialog box.

8.  In the Sign-In dialog box, click Connect.

Did this fix the problem?

Yes.  Close the troubleshooter.

No.  What else could be wrong?


Restart your computer

1.  Close all programs that are currently running on your computer.

2.  Shut down and restart your computer.

3.  Double-click the MSN icon on your desktop and try signing in again.

Did this fix the problem?

Yes.  Close the troubleshooter.

No.  What else could be wrong?


Check your User name and Password

Make sure you typed your User name (also called MSN Member ID) and Password correctly in the MSN Sign-In dialog box.  Try re-typing them both again.

Did this fix the problem?

Yes.  Close the troubleshooter.

No.  I cannot remember my user name or password.

No.  What else could be wrong?


Be sure no one else is trying to use the same phone line

If someone else has picked up a telephone that uses the same phone line as your modem, your connection will be interrupted.  After the other person has hung up, click Connect in the Sign-In dialog box to re-establish your connection.

Did this fix the problem?

Yes.  Close the troubleshooter.

No.  What else could be wrong?


Redial the current phone number

Make sure that your computer is redialing the current phone number several times. To check this:

1.  In the Sign-In dialog box, click Settings.

2.  Click the Options tab.

3.  Make sure the Redial up to ____ times to establish connection check box is selected and the number is greater than one.

4.  Click OK.

Did this fix the problem?

Yes.  Close the troubleshooter.

No.  What else could be wrong?


Try a different phone number

1.  In the Sign-In dialog box, click Settings.

2.  On the Dialing tab, click the Phone Book button located next to the Phone Number box.

3.  In the Access numbers list, select a new phone number.

4.  Click OK, click OK again, and then click Connect.

Note

If the Phone Book button is unavailable, contact Member Support for alternate phone numbers.

Did this fix the problem?

Yes.  Close the troubleshooter.

No.  What else could be wrong?

Contact Member Support


Try recreating your connections

1.  Close MSN.

2. Double click My Computer.

3.  Double-click on Dial-Up Networking.

4.  Select the connection called MSN.

5.  Click File, then Delete.

6.  Close all windows

7.  Double Click the MSN Icon and then click Settings.

8.  Click Phone Book, select your access number, and click OK.  Then do the same for your backup access number.

9.  Click OK and then try connecting to MSN.

Did this fix the problem?

Yes.  Close the troubleshooter.

No.  What else could be wrong?

Contact Member Support


Change the Network settings for this connection

1.  Close the Sign-In box.

2.  Click Start, point to Settings, and then click Control Panel.

3.  Double-click the Network icon.

4.  On the Configuration tab, make sure you have Dial-up Adapter and TCP/IP for Dial-Up Adapter Installed.  If you do not, please contact Member Support.

5.  Double-click TCP/IP for Dial-Up Adapter.

6.  On the IP Address tab, make sure Obtain an IP Address automatically is selected.

7.  Click the WINS Configuration tab, make sure Disable WINS Resolution is selected.

8.  Click the Gateway tab and make sure there are no numbers under Installed Gateways.

9.  Click the DNS Configuration tab and make sure Disable DNS is selected.

10. Click OK, then click OK again.

11. If you have made any changes, you will be prompted to restart your computer.  Please do so and try to connect again.

Warning:  If your settings are different from what is listed above, Contact Member Support before changing them.

Did this fix the problem?

Yes.  Close the troubleshooter.

No.  What else could be wrong?

Contact Member Support


Change the Dial-Up Networking settings for this connection

1.  Double-click the My Computer icon on your desktop.

2.  Double-click the Dial-Up Networking icon, and then single-click The Microsoft Network icon.

3.  Click File on the toolbar, and then click Properties.

4.  Click the Server Types tab.

5.  Make sure the Type of Dial-Up Server is set to PPP: Windows 95/98, Windows NT 3.5, Internet.

6.  Make sure that only the Enable Software Compression check box is selected in Advanced Options.

7.  Make sure the TCP/IP check box is selected in Allowed Network Protocols.

8.  Click TCP/IP Settings.

9.  Make sure Server Assigned IP Address and Server Assigned Name Server Address are selected.

10. Click OK, and then click OK again.

11. Click Connect in the Sign-In dialog box.

Did this fix the problem?

Yes.  Close the troubleshooter.

No.  What else could be wrong?

Contact Member Support


Account in use

Make sure no one else is currently signed in to MSN on your account, or that you are not signed in to MSN on another computer.

If you have recently disconnected from MSN, please wait a few minutes and try again.

Did this fix the problem?

Yes.  Close the troubleshooter.

No.  What else could be wrong?

Contact Member Support


Next steps

You have run into a problem that this Troubleshooter cannot help you solve.  There might be a problem with your account or credit card information.  Please contact Member Support to check your account status.

Go back to the beginning of this troubleshooter.

Close this troubleshooter.

Contact Member Support


Next steps

You have run into a problem that this Troubleshooter cannot help you solve.  The network or the server you are trying to connect to might be down temporarily for updates or repairs.  Try waiting a while and then signing in again.

If you still encounter problems, contact MSN Member Support.

Go back to the beginning of this troubleshooter.

Close this troubleshooter.

Contact Member Support


Using a LAN connection to access MSN

As of this writing (September 1997) MSN does not work with most LAN connections. In order to connect to MSN using a LAN you need to be using an Internet connection that supports the MSN Membership System protocol, currently limited to router-based or remote winsock-based Internet connections.  HTTP Proxy servers do not currently support this feature.  We are aware that this is a feature that many of you want, and we are working diligently to make this service available.  To check status of this feature, you can call Member Support and choose the “connection specialist” option.  If you are able to connect to MSN, you can check the status of this feature by going to MSN Member Services and using the Help & Support search tool.  Type "LAN Connection" in the Search box.

Go back to the beginning of this troubleshooter.

Close this troubleshooter.

Contact Member Support


Using a LAN connection to access MSN

You can use a Local Area Network (LAN) to access MSN and the Internet.  There are a variety of ways in which a LAN can be set up to access the Internet.

Which type of connection do you want to use to access MSN?

Access MSN through a proxy.

Access MSN using Microsoft Remote Winsock.

Access MSN through a direct connection.


To access MSN through a proxy

1.  Click Start, point to Settings, and then click Control Panel.

2.  Double-click the Internet icon.

3.  Click the Connection tab.

4.  Make sure that Connect through a proxy server is checked.

5.  If you have Internet Explorer 4.0 installed, also check Access via a local area network.

6.  If you have Internet Explorer 3.0 installed, make sure that no other connection options are selected (i.e. uncheck Connect to the Internet as needed).

Go back to the beginning of this troubleshooter.

Close this troubleshooter.

Contact Member Support


To access MSN using Microsoft Remote Winsock

1.  Click Start, point to Settings, and then click Control Panel.

2.  Double-click the Internet icon.

3.  Click the Connection tab.

4.  If you have Internet Explorer 4.0 installed, check both Access via a local area network and Do not use a proxy server.

5.  If you have Internet Explorer 3.0 installed, make sure that all connection options are unselected (i.e. uncheck Connect to the Internet as needed and uncheck Connect through a proxy).

6.  Go back to the Control Panel and double-click WSP Client.

7.  Make sure that Enable Winsock Proxy Client is checked.

Go back to the beginning of this troubleshooter.

Close this troubleshooter.

Contact Member Support


To access MSN using a direct connection

1.  Click Start, point to Settings, and then click Control Panel.

2.  Double-click the Internet icon.

3.  Click the Connection tab.

4.  If you have Internet Explorer 4.0 installed, check both Access via a local area network and Do not use a proxy server.

5.  If you have Internet Explorer 3.0 installed, make sure that all connection options are unselected (i.e. uncheck Connect to the Internet as needed and uncheck Connect through a proxy).

Go back to the beginning of this troubleshooter.

Close this troubleshooter.

Contact Member Support


Using a proprietary dialer such as AOL or CompuServe

MSN uses the Windows 95/98 default dialer to access Internet connections.  Some products, such as AOL versions 2.5 and 3.0, require you to disable the default dialer and use their proprietary dialer in order for them to work.  Most other vendors, though, have dialers that work with the Windows 95/98 default dialer.  Check with your online service or access provider to see if they have a compatible dialer available.

If you disable the Windows 95/98 default dialer, then the Internet Explorer, Inbox, and MSN E-mail icons will all fail to access the Internet.  You will still be able to click The Microsoft Network icon on your desktop to access the Internet and then the other icons (Internet Explorer, Inbox, MSN E-mail) will work while you are online with MSN.

Go back to the beginning of this troubleshooter.

Close this troubleshooter.

Contact Member Support


Contact Member Support

You can get Help & Support for MSN in several ways.

1.  The latest help and support information about MSN can be found online in Member Services.  To access the Help & Support area, click the MSN Quick View icon located in your Windows  taskbar, point to Member Services, and then click Help & Support. If you do not find the answer you are looking for in our help resources, you can easily send your question to us by using our E-mail Member Support feature.

2.  Dial 1-888-MSN-TIPS (1-888-676-8477) for fast tips on MSN issues.  (Currently available only in Canada and the United States)

3.  Speak directly with an MSN Support Representative by calling the member support phone number listed below that is nearest you.  We will be glad to help you.

Customer Service:  For questions about Accounts, Billing, & Password

Australia	02 9934 9000

Canada:

  English	800-386-5550

  French	800-952-1110

  TDD	800-840-9890

France	01 43 62 3450

Germany	0180 525 7536

Ireland	0800 709 904

Japan 	044 965 0196

Switzerland:

  French	0800 55 47 19

  German	0800 55 47 18

United Kingdom	0870-601-1000

United States:

  English	800-386-5550

  TDD	800-840-9890

Technical Support:  For help with Error Messages, Connection, & Installation

Australia	02 9934 9000

Canada:

  Montreal (Engl/Frnch)	514-846-2085

  Toronto (Engl/Frnch)	416-340-9184

  Vancouver( Engl/Frnch)	604-681-2226

  TDD (English)	425-635-4948

France	01 69 86 4747

Germany	0180 525 7526

Ireland	0800 709 904

Japan 	044 965 0196

Switzerland:

  French	0800 55 47 19

  German	0800 55 47 18

United Kingdom	0870-601-1000

United States:	425-635-7019

  TDD	425-635-4948

If you are calling from a country not listed above, you can call +44-181-607-0012 for English-language assistance.


Uninstall MSN

You can delete MSN software from your computer by following the steps below.  (You may wish to print out these instructions for ease of use.)

Note:  Uninstalling MSN will remove all the files necessary for MSN to work on your computer.

To uninstall MSN

1.  Click the Start button, point to Settings, and then click Control Panel.

2.  Double-click Add/Remove Programs, and then click the Install/Uninstall tab.

3.  Find Connection Manager in the list of software and select it, then click the Add/Remove button. If you receive a message asking you to confirm that you wish to remove the software, click Yes.

4.  Repeat Step 3 for each of the following components, making sure to remove them in the same order they are listed here:

• Microsoft Chat 2.0

• MSN Optional Controls

• MSN v2.5

• RealPlayer 4.0

• Microsoft Netshow Player 2.0

• Outlook Express

• Internet Explorer 4.0

Note:  You may not have all the components listed above, depending on whether you used a "Typical" or "Full" install when you set up MSN.

5.  Click OK.

6.  Restart your computer by clicking the Start button, clicking Shut Down, selecting the Restart the computer? option, and then clicking Yes.

You have successfully uninstalled MSN.


The name you use to connect to MSN (also referred to as your MSN Member ID) that uniquely identifies you to the service. Type it in the User name box.


The unique word you created that allows you to log on to MSN. Type it in the Password box. The text you type appears as asterisks (*) so that your password is kept confidential.


Click this button to create a new MSN password.


When this box is checked, Sign-In will remember your password and automatically enter it. Click the box to check and uncheck this option.

Note

•	If you select this check box, anyone using this computer will be able to connect to MSN using your account.


When this box is checked, your modem will automatically dial whenever you start MSN (provided User name and Password are filled in). You won’t need to click the Connect button to dial in to the service.

Note

•	If you select this check box, anyone using this computer may be able to connect to MSN using your account. Also, checking this box will allow some applications running on your computer, such as e-mail, to automatically connect periodically to the Internet.


Displays the status of your connection and/or tells you what additional information you need to provide in order to connect to MSN.


Click this button to dial and connect to MSN.


Click this button to cancel MSN Sign-In prior to dialing.


Click this button to view and change the phone numbers, modem settings, and other dialing options used to connect to MSN.


The phone number that your computer dials first when connecting to MSN.

Note

•	Your computer will dial the number exactly as it is displayed here. To enter or change the number, click the Phone Book button. To change dialing settings, click the Dialing Properties button.


The phone number your computer dials if it can't connect to MSN using the first number.

Note

•	Your computer will dial the number exactly as it is displayed here. To enter or change the number, click the Phone Book button. To change dialing settings, click the Dialing Properties button.


Click this button to open the phone book, where you can select or change the phone number your computer dials to connect to MSN. You can change phone numbers at any time.


Click this button to view or change your dialing properties, such as the location you’re dialing from, the area code, and other dialing options.

Note

•	The settings you select in Dialing Properties are NOT applied if you type a number into the Phone number or Backup number box instead of selecting it from Phone Book. You can manually type in these properties as part of the phone numbers.


Check this box if the phone number above should be dialed as a long-distance call. Click the box to check and uncheck it.


Displays the modem you are currently using to dial in to MSN. If more than one modem is installed on your computer, you can use a different modem by selecting it from the list.


If you want MSN to automatically disconnect when idle for a specified number of minutes, check this box and type in the number of minutes.


If you want MSN to automatically redial if the first connection attempt fails, check this box and type in the number of tries.


Check this box if you want MSN as your default Internet connection service.


This is a list of the types of service (for example, Modem or ISDN) supported by MSN. Each service type has its own set of access phone numbers. The phone numbers you see in the Access numbers list are numbers that support the selected service type.


This is the list of countries that have phone numbers you can use to access MSN. To view the list of phone numbers for your location, click the country you are currently dialing from. The phone numbers for your location are displayed in the Access numbers list.


For some countries you must select the state or region you’re calling from. To view the list of phone numbers for your area, click your country, then select your state or region. Phone numbers for your area are displayed in the Access numbers list.


Here is the list of phone numbers that you can use to dial in to MSN. To view the phone numbers available in your area, first specify your current location in the Country and State or region boxes. New numbers may be added periodically, so even if you don’t see a local number now, one may become available later.


Click this to see a list of additional phone numbers that you can use to dial in to MSN. Use this option if you can't find any numbers in your area. If you use one of these phone numbers, you may be charged an additional fee.


Click this button to open the MSN Sign-In Troubleshooter for help connecting to MSN and other support information.


Click this button to save the information you changed, close the dialog box, and continue.


Click this button to close the dialog box without saving the information you changed.