Resolving Internet Connection Problems with MSN Dial-up Service

Resolving Internet Connection Problems with MSN Dial-up Service

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In this document:
Before you begin

Step 1: Reset Windows with System Restore

Step 2: Troubleshoot .NET Passport

Step 3: Ensure that Client for Microsoft Networks being used

Step 4: Remove and reinstall Winsock files

Step 5: Resolve password issues

Step 6: Update .NET Framework

Step 7: Temporarily disable antivirus, and firewall software

Step 8: Clear temporary files and resetting the TCP/IP stack

Step 9: Reinstall MSN

Step 10: Connect manually in Windows XP

Step 11: Contact MSN



This document pertains to HP and Compaq PCs using a standard modem to dial up and connect to the MSN Internet service.

Use this document when you are having issues connecting to MSN Internet service. To resolve the issues, perform each step in the order provided. Try to connect to MSN after each step to see if you have resolved the problem.

Before you begin
Most connection problems occur outside the computer or at the modem. Check all of the items in the following list before using the steps in this document:

Make sure that the MSN service is not temporarily down by calling your MSN support number .

Alternatively, if you have access to another computer with Internet access, you can go to www.support.msn.com/networkstatus.aspx to check the status of the MSN service.

Make sure that you are dialing the correct dial-in access numbers by calling your MSN support number .

Alternatively, you can check your local access numbers at http://www.support.msn.com/accessnumbers.aspx .

You must know that the modem and its connections are working correctly. If you do not know, find out by using one of the following support documents that matches your computer:


HP and Compaq Desktop PCs - Problems Connecting to the Internet; Basic Modem Troubleshooting

HP Pavilion Desktop PCs - Testing the Modem Using HP Help and Support

HP and Compaq Desktop PCs - Problems Connecting to the Internet; Basic Modem Troubleshooting




Step 1: Reset Windows with System Restore
Was MSN working correctly at an earlier time? If not, skip to Step 2.

If so, use HP and Compaq PCs - Using Microsoft System Restore to reset Windows back to a previous date when MSN was working correctly. This should correct the problem, if it does not, continue to the next step.


Step 2: Troubleshoot .NET Passport
If the MSN connection works until the MSN Explorer browser is opened, the problem probably involves your .NET Passport account. Also, the following error messages may appear when trying to use MSN Explorer:


Unable to authenticate your account

Your .NET password cannot connect you to the network

If you know the log-in works but you cannot use MSN Explorer then skip to Step 7 . Otherwise, go to the next step to continue troubleshooting .NET passport issues.


Step 3: Ensure that Client for Microsoft Networks being used
Client for Microsoft Networks allows your computer to access shared resources over a Microsoft network. Ensure that Client for Microsoft Networks is enabled. Use the following steps to enable Client for Microsoft networks:


In Windows XP, click Start and then Control Panel.

In Windows Me, click Start, Settings, and then Control Panel.

In Windows XP, click Network and Internet Connections and Network Connections.

In Windows Me, double-click Dial-up Networking.

Right-click the connection that you use to connect to MSN and select the Network tab.

If Client for Microsoft Networks is not listed:

Click the Add button, select Client and click Add.

Select Microsoft in the left window and select Client for Microsoft Networks in the right window.

Click OK and click Yes to restart the PC.

Select Client for Microsoft Networks by making sure the check box is selected.

Click OK and restart the PC.

Try using MSN Explorer to connect to the Internet again. Continue to the next step if the connection fails.


Figure 1: Dial-Up Connection Properties





Step 4: Remove and reinstall Winsock files
If MSN Explorer does not work, the winsock files may be corrupted. Reinstall the Winsock files depending on whether you have Windows Me or XP:


Windows XP


Restart the PC and press F8 repeatedly at the HP logo screen until a Windows Advanced Options menu appears.

Use the up/down arrow keys to highlight Safe Mode, and press Enter.



NOTE: If the Please select the operating system to start menu appears select Microsoft Windows XP Home Edition and press Enter.

Click Administrator to open Windows. When Windows is running in safe mode appears click Yes.

Click Start, My Computer, and then double-click the drive icon label C:.

Click Show the contents of this folder if a message appears stating that the files are hidden.

Double-click the Windows folder, and then the System32 folder.

Select the file winsock.dll, press the Delete key and click Yes to confirm that the file will be sent to the recycle bin.

Select the file wsock32.dll, press the Delete key and click Yes to confirm that the file will be sent to the recycle bin.



NOTE: If the Cannot delete wsock32: Access is denied message appears, click OK and continue with these steps.

Close the Window and restart the PC.

After Windows restarts, click Start, Run, and type the following into the Open field: sfc /scannow

The Windows File Protection window opens.



NOTE: If your computer has Media Center 2005, a message may appear stating "Insert Your Windows XP Profession CD2 Now". Click Cancel to continue. This message may appear several times and does not affect the repair of standard files that came with your PC.

After the Windows File Protection utility is finished, restart the PC.

Try using MSN Explorer to connect to the Internet again. Continue to the next step if the connection fails.



Windows XP PCs with Service Pack 2 or later


For PCs with Service Pack 2 or later:


Click Start and Run.

In the Open field type:

netsh winsock reset

Restart the PC.



Windows 98 or Me


Turn the PC on and press the F8 key repeatedly at the logo screen.

The Startup menu appears.

Select Safe Mode and press the Enter key.

Close the Help and Support Center when it appears.

At the Windows desktop, click Start, Run, and type the following into the Open field:

msconfig

Click OK.

The System Configuration Utility appears.

Replace the files ws2_32.dll and wsock32.dll as follows:


Click the Extract File button.

In the Specify the system file you would like to restore field, type the following:

ws2_32.dll

Figure 2: Extract window



Click the Start button.

Type the following in into the Restore From field:

c:\windows\options\cabs

Type the following in into the Save In field:

c:\windows\system

Click OK, and then OK again.

Click Yes if you are prompted to create a new folder.

Repeat these steps again, replacing ws2_32.dll with wsock32.dll.


After both files have been replaced, click OK on the System Configuration Utility window.

Restart the PC.

Try using MSN Explorer to connect to the Internet again. Continue to the next step if the connection fails.



Step 5: Resolve password issues
If you cannot log into MSN Explorer, the password or username information may be wrong or corrupted. Use the following steps to resolve issues involving passwords:

In Windows XP, click Start and Control Panel.

In Windows Me, click Start, Settings and Control Panel.

In Windows XP, click Network and Internet Connections and Network Connections.

In Windows Me, double-click Dial-up Networking.

Double-click the dial-up connection icon for your MSN account.

Select Save Password (Windows 98/Me) or Save this user name and password (Windows XP) if it is not already selected.

In the username field type:

MSN/ (in uppercase) followed by your user name (in lowercase).

Enter your password and click the Connect button.

Do the following based on the success of the connection:


If you can connect, the correct password is now saved and MSN Explorer should open and connect correctly. If not, reinstall MSN Explorer .

If an error appears about an invalid password or username, contact MSN to reset your password and get a new correct password. This should fix your connection issues. If not, continue at the next step.

If the connection fails for any reason other than an incorrect password, remove and reinstall the dial-up connection as follows:


Cancel and close the connection or error message window(s), if any are still open.

Open MSN Explorer and press CTRL + SHIFT + F12 at the sign-on window.

Click Yes, and then Yes again to clear and confirm the removal of the dial-up connection.

After the connection is removed, close and re-open MSN Explorer.

A window for creating a new dial-up connection appears and it should already contain your previous information. If not, type the correct information into the fields.

Click Next to dial MSN. If the connection still fails, continue using these steps.



In Windows XP, click Start and then Control Panel.

In Windows Me, click Start, Settings, and then Control Panel.

In Windows XP, click Network and Internet Connections and click Internet Options.

In Windows Me, double-click Internet Options.

Select the Content tab, click AutoComplete.

The AutoComplete window appears.

Click Clear Forms and then click OK.

Click Clear Passwords and then click OK.

Click OK, close all open windows, and try using MSN Explorer to connect to the Internet again. Continue to the next step if the connection fails.



Step 6: Update .NET Framework
If you are having password problems, ensure that MSN is installed with a version of .NET Framework greater than 1.0. If the version number for .NET Framework is version 1.0, you should uninstall MSN, and then upgrade the .NET Framework by reinstalling MSN. Use the following steps to check the .NET version and correct the situation if it exists:


In Windows XP, click Start, Control Panel, and double-click Add or Remove programs.

In Windows Me, click Start, Settings, Control Panel, and double-click Add/Remove Programs.

Find an item referring to .NET in the list of currently installed programs (like Microsoft .NET Framework (English) 1.0.3705).


If the .NET reference is greater than version 1, skip to the next step.

If the .NET reference is version 1.0, update to version 1.1 by reinstalling MSN . If you have MSN version 7.0, once MSN version 7.0 is reinstalled you can update to version 8.0.

Try using MSN Explorer to connect to the Internet again. Continue to the next step if the connection fails.

If the .NET Framework is not installed, go to Microsoft .NET downloads to download the latest version




Step 7: Temporarily disable antivirus, and firewall software
Prevent software items from starting that might interfere with the connection process:


If antivirus software is currently being used, close it from its icon on the system tray (a small icon next to the time). Close it by right-clicking the icon and selecting Disable. Refer to the documentation for the antivirus software for more information on how to disable it.

If firewall software is currently being used, close it from its icon on the system tray (a small icon next to the time). Close it by right-clicking the icon and selecting Disable, Exit, or Close. Refer to the documentation for the Firewall software for more information on how to disable it.


NOTE: Windows XP, has a built in firewall. To disable it, click Start, Control Panel, Network and Internet connections, and then Network connections. Double-click the dial-up connection for MSN and select Properties. On the Advanced tab, remove the checkmark from Protect my computer and click OK.

If your PC has two or more firewall software programs installed, including Windows XP, use only one. Remove or disable all other firewalls and only use one in the future. For the purposes of these steps, temporarily disable all firewall software.

Try using MSN Explorer to connect to the Internet again:

If you cannot use MSN Explorer, continue to the next step.

If you can use MSN Explorer, call MSN Support to help find out what software was conflicting with the MSN software so that you can remove it or prevent it from starting up with the system configuration utility.


When you are done troubleshooting and you want to replace the software items that start with Windows, click Start, Run, and type the following into the Open field:

MSCONFIG

Re-enable the antivirus or firewall software by right-clicking its tray icon and selecting enable.



Step 8: Clear temporary files and resetting the TCP/IP stack
If you are still having trouble connecting and logging into the MSN Explorer browser, clear the temporary Internet files and cache as follows:

Close MSN and any Internet Browser that you may have opened.

In Windows XP, click Start, Control panel, Network and Internet Connections, and Internet Options.

In Windows Me, click Start, Settings, Control Panel, and double-click Internet Options.

Click the General tab and click the Delete Files button.

Select Delete all offline content, and then click OK.

After the files are deleted, click Settings from the General tab.

Click View Files.

The Temporary Internet Files folder opens.

Click Edit, Select All, and press the Delete key on the keyboard.

Click Yes to any confirmation windows that appear.

For Windows XP only, reset the IP stack by clicking Start, Run, and typing the following into the Open field: netsh int ip reset resetlog.txt

Close all open windows, and try using MSN Explorer to connect to the Internet again. Continue to the next step if the connection fails.



Step 9: Reinstall MSN
Use the following steps to reinstall MSN version 7 or 8:


In Windows XP, click Start, Control Panel, and click Add or Remove Programs.

In Windows Me, click Start, Settings, Control Panel, and double-click Add/Remove Programs.

In Windows XP, click Add/Remove Windows Components on the left side, remove the checkmark next to MSN Explorer from the list of components, click Next and click Finish.

In Windows Me, select MSN from the list of installed components and click the Add/Remove button.

Restart the PC.

Reinstall MSN from the original installation CD, or from the latest version on the MSN Web site , or from the desktop icon, or (lastly) from the Online Service folder on the desktop. If you have MSN version 7.0, once MSN version 7.0 is installed and working you can update to version 8.0.

Try using MSN Explorer to connect to the Internet again. Continue to the next step if the connection fails.



Step 10: Connect manually in Windows XP
If you are unable to make a connection to MSN Explorer in Windows XP, and you have tried the other methods in this document, this section provides a workaround that should enable you to go on-line.

Before beginning these steps, you need to know your username, password, and dial-up number. If you do not know your username or password, contact MSN for the correct information. To find a local MSN dial-up number, contact MSN or use Dial-up access numbers - Internet Access (in English).

Once you have your information, create a manual connection to MSN in Windows XP as follows:


Click Start, All Programs, Accessories, Communications, and then New Connection Wizard.

A New Connection Wizard window appears.

Click Next, select Connect to the Internet and click Next again.

Select Set up my connection manually, and click Next.

Select Connect using a dial-up modem, click Next.

When prompted to enter an ISP Name type the following:

MSN MC

Click Next, select Set up my connection manually, and click Next again.

Enter the dial-up access number and click Next.

In the username field type:

MSN/ (in uppercase) followed by your user name (in lowercase).

Enter your password, enter it again in the Confirm password field and click Next.

Remove the checkmark next to Turn on Internet Connection Firewall for this connection and click Next.

Select Add a shortcut to this connection to my desktop and click Finish.

Connect to MSN Explorer by double-clicking the icon on the desktop.



Step 11: Contact MSN
If the steps in this document failed to help, contact MSN Support for more assistance. Inform MSN Support of the steps in this document that you have already performed. To find the MSN Support number, use the following steps:

Open MSN and click Can't sign in? in the upper right.

Click the plus sign (+) next to Contact MSN.

Click Contact MSN customer support.