Talk:MSN browser upgrade leaves users frozen

Reporting notes
Talisma NetAgent Customer Client

6:16:15 PM Ailene Hi Edward, I have your account in front of me now. According to your record, you're currently in Virginia using Windows XP and MSN 9 software. Am I correct? 6:16:29 PM edward brown yes 6:16:50 PM Ailene Okay. Thank you for your patience while I gathered all the information. How may I assist you today? 6:19:15 PM edward brown I have had 2 previous chat sessions that you may be able to reference, dealing with msn 9.5 upgrade.... it was unsuccessful on my 3 computers, and i wasn't unable to save a transcript from previous sessions to perform maintenance to my other 2 computers. 6:20:20 PM Ailene I see. May I ask for minute or two while I try to go over your previous records to check on your concern? 6:20:32 PM edward brown thank you 6:22:30 PM Ailene Edward, I have checked on your records and it was noted that the steps given to you is to be provided by our Software Resolution Specialist. 6:22:57 PM Ailene I will need to transfer you over to our Resolution Specialist Team to be able to gather the advance troubleshooting steps that you need. 6:23:19 PM edward brown i recieved the steps, but did not them them, rather i attempted to save the session record to ms word 6:23:34 PM edward brown * did not print them 6:24:05 PM Ailene I see. No worries, our specialist will be providing you the steps that you need. 6:24:35 PM edward brown the session did *save* at all in Word, wondering how I can do it? 6:25:18 PM edward brown i mean did NOT save in Word 6:25:22 PM Ailene So you mean, that after your chat session, you have tried to save the transcript on a word document but it was not saved at all? 6:25:33 PM edward brown yes :) 6:26:00 PM Ailene I see. This time you can try to save it on a note pad. 6:26:30 PM  edward brown mmm, i'll perform that trial now, as a test 6:26:50 PM  Ailene Okay. 6:27:10 PM  Ailene However Edward, as much as I want to provide you the steps that you need, I need to transfer you over to our Software Resolution Specialist to provide you the information. 6:27:10 PM  Ailene Is that okay with you? 6:28:33 PM  edward brown yes, thanks 6:28:51 PM  System Connected with Ailene 6:29:01 PM  Ailene Okay. Allow me a minute or two to get hold of a specialist for you. Please stay online. 6:31:21 PM  Ailene Edward, I'm on hold for a specialist. I will be transferring you over and the next specialist will be getting back to you. Maybe within a minute or two. 6:31:26 PM  Ailene It was my pleasure assisting you today. Thank you for contacting MSN Technical Support. Enjoy the rest of the night and please stay online. 6:31:30 PM edward brown okay 6:34:14 PM System Ailene has left this session! 6:37:24 PM System Ma. Cristina has joined this session! 6:37:24 PM System Connected with Ma. Cristina 6:37:44 PM Ma. Cristina Hi Edward. This is Christina and I am your Software Resolution Specialist for today. 6:37:44 PM Ma. Cristina I sincerely apologize for the length of time that it took you to get to us. 6:37:56 PM Ma. Cristina We have been swamped with sessions and I am just glad that you finally got me to help you out. 6:38:24 PM edward brown hello, and thank you 6:39:11 PM Ma. Cristina Based on the information I received, I understand that you want to install MSN9 on one of your computers and would want the steps provided to you by the last specialist that you spoke with. Is that correct? 6:40:03 PM edward brown yes, i will save the steps properly this time, i hope 6:40:46 PM Ma. Cristina I am very happy that you got me to help you with this, let me review your records so I can get the steps for you. 6:41:03 PM edward brown thank you 6:41:29 PM Ma. Cristina You are very welcome. 6:41:31 PM Ma. Cristina I will be right with you once I have all the information that we need. 6:42:41 PM Ma. Cristina I am looking over the steps that was given to you and I see that un installation had to be done before downloading and installing MSN9. 6:42:57 PM Ma. Cristina Do we have an existing MSN software already installed on the other computer? 6:43:58 PM edward brown no, only one of my 3 computers is "fixed", now I will work on this xp laptop, later the me edition desktop 6:44:21 PM Ma. Cristina Thank you so much for clarifying that for me. 6:44:31 PM Ma. Cristina Let me get everything in order for you. 6:44:39 PM Ma. Cristina This should not take too long. 6:47:01 PM Ma. Cristina Here are the set of steps provided by Ida Edward. 6:47:12 PM Ma. Cristina Phase I: To backup the e-mail messages saved on the computer, please do the following: 1. Sign out of MSN. Click Start, and then click Run. 2. In the Open box, type a dot or period (.) then click OK. 3. On the window that opens, change the display settings to be able to view your "db" folder which holds all the archived messages. a. Click on the Tools menu, and then click Folder Options. b. Click on the View tab. c. Under Advanced Settings, look for and select "Show hidden files and folders". d. Please uncheck also the options "Hide extensions for known file types" and "Hide protected operating system files (Recommended)" e. Click OK when done. 4. Please double-click on the following folders in the order they are shown: a. Local Settings folder b. Application Data folder c. Microsoft folder d. MSN folder. You should then see a folder named db. In summary we are opening the folder C:\Documents and Settings\\Local Settings\Application Data\Microsoft\MSN 5. Right-click on the db folder and then click on the Copy option. 6. Right-click anywhere on the Desktop and then left click on Paste. Phase II: Optimize Internet Explorer (Internet Explorer version 6, see section below for Internet Explorer 7): 1. Start Internet Explorer. 2. On the "Tools" menu, click "Internet Options." 3. On the "General" tab, click "Delete Cookies." Skip this step and skip step 2 if "Delete Cookies" is unavailable. 4. When you are prompted to confirm the deletion, click "OK." 5. Click "Clear History." When you are prompted to confirm, click "OK." 6. Click "Delete Files," select the "Delete all offline content" check box, and then click "OK." 7. Click "Settings." 8. Click "View Files." 9. When the View Files window appears, press CTRL+A to select all the files, and then press DELETE. Skip steps 10 and 11 if there are no files in the window. 10. When you are prompted to confirm, click "Yes," and then close the window. 11. Click "OK" to close the "Settings" dialog box. 12. Click the "Security" tab. 13. Click the "Internet" icon, select "Default Level" if it is available, and then click "Apply." Repeat this step for the "Restricted," "Trusted," and "Local Intranet" zones. 14. Click the "Restricted" icon, and then click "Sites." 15. Select a listed site, and then click "Remove." Repeat this step until all the sites are removed from the list. Click "OK" when you are finished. 16. Click the "Privacy" tab. Note: In some versions of Internet Explorer, the "Privacy" tab does not exist. If you do not see the "Privacy" tab, skip steps 17 and 18. 17. Click "Sites." If "Sites" is unavailable, click "Edit." If sites appear under Managed Web sites, click "Remove All," and then click "OK." 18. Click "Default" if it is available, and then click "Apply." 19. Click the "Advanced" tab. 20. Click "Restore Default," and then click "Apply." 21. Click the "Content" tab. 22. Click "Clear SSL State." Skip this step if "Clear SSL State" is unavailable. 23. In the "Personal information" section, click "AutoComplete." 24. In the "AutoComplete Settings" dialog box, click "Clear Forms," and then click "OK." 25. Click "Clear Passwords," and then click "OK." 26. Click "OK" to close the AutoComplete Settings window. 27. Click "OK" to close "Internet Options." To optimize the Internet options for Internet Explorer 7, follow these steps: 1. Start Internet Explorer. 2. On the "Tools" menu, click "Internet Options." - On "General" tab, click "Delete," and then click "Delete All." At the bottom of the page, select "Also delete files and settings stored by add-ons," and then click "Yes." Click "Close." - Click the "Security" tab, and then click "Reset all Zones to Default Level." - Click the "Advanced" tab, and then click "Restore Advanced settings." To reset all settings to Internet Explorer default settings, follow these steps. Warning: Only follow these steps when your Internet Explorer is in an unusable state. This resets all Internet Explorer options to their original settings, history information, cookies and temporary files will be removed and add-ons will be disabled. 1. Close all the programs that are running and all the windows that are open. 2. On the "Tools" menu, click "Internet Options." 3. Click the "Advanced" tab. 4. Click "Reset." Phase III: Remove MSN thru Add/Remove Programs: 1. Exit all programs. 2. Click Start, and then click Control Panel. 3. Click Add or Remove Programs. 4. In the Currently installed programs list, click MSN and then click Change/Remove. 5. If you are prompted by the Installation Wizard, confirm that you want to remove MSN, and then click OK. 6. When finished removing, close the Add/Remove Programs window. Phase IV: Remove MSN thru Program Files in your Hard Drive: 1. Click Start, and then click My Computer. 2. Click on Local Hard Disk (C:) to open the contents of your C drive. 3. The list of folders are alphabetically arranged. Look for the Program Files folder. Double-click to open. 4. Look for the MSN folder but do not open it. 5. Right-click the MSN folder, and then click Delete. 6. If you are prompted, confirm that you want to delete the folder. 7. Close this Explorer window to return to your Desktop. Phase V: Remove MSN thru the Registry Warning: If you use Registry Editor incorrectly, you may cause serious problems that may require that you reinstall your operating system. Microsoft cannot guarantee that you can solve problems that result from incorrectly using Registry Editor. Use Registry Editor at your own risk. As a precaution, we will first perform a back up of your registry before editing the registry. Here are the steps to back up your Registry: 1. Click Start, click Run, type regedit, and then click OK. 2. On the Registry Editor window, Click on "File", then "Export" 3. In the File Name box, type "OldReg". Make sure Save as Type says "Registration Files (*.reg)" 4. Under "Export Range" at the bottom, select "All". 5. In the "Save In" box, you can select "My Documents". Then Click Save. 6. After clicking Save, you will be brought back to the Registry Editor window. At this point you are now ready to edit the Registry. 7. Delete the following keys: HKEY_LOCAL_MACHINE\Software\Microsoft\MSN HKEY_LOCAL_MACHINE\Software\Microsoft\MSN6 HKEY_LOCAL_MACHINE\Software\Microsoft\MSNInstaller HKEY_CURRENT_USER\Software\Microsoft\MSN6 If you are not familiar with editing or deleting keys in the registry, this is interpreted as removing the subfolders specific to MSN registry keys. To illustrate, as an example: HKEY_LOCAL_MACHINE\Software\Microsoft\MSN "HKEY_LOCAL_MACHINE" has a subfolder "SOFTWARE". "SOFTWARE" has a subfolder called "MICROSOFT". "MICROSOFT" has a subfolder called "MSN". We actually delete that "MSN" folder in the registry (Right-Click on MSN, Click Delete and confirm deletion). Subfolders are alphabetically arranged. If you do not find MSNInstaller, you can disregard this. 8. Close Registry Editor and restart your Computer. Phase VI: Download and Install MSN from the Internet 1. Open Internet Explorer 2. Enter this address on the address bar: http://membercenter.msn.com/download.aspx 3. Click on Install Now. Select save and save the installer file "msnsusii.exe" on the Desktop. 4. After download is complete, go to the Desktop and open the msnsusii.exe file. Select Run when prompted 5. Complete the wizard and select Typical installation. 6. Restart the computer when prompted. Phase VIII: Restore the backed up offline e-mail messages 1. Sign out of MSN. Click Start, and then click Run. 2. In the Open box, type a dot or period (.) then click OK. 3. Navigate Explorer to go back to the previous folder: C:\Documents and Settings\\Local Settings\Application Data\Microsoft\MSN 4. Copy and Paste the db folder from the Desktop to this location. 5. Right-click the newly pasted db folder. Select Rename. Rename this db folder as "db30" (without the quotes). 6. Close the Explorer window. 7. Try to sign in to MSN. 6:47:52 PM edward brown that looks perfect for me to relove this 6:48:01 PM Ma. Cristina Please review them and tell me if you have any questions or concerns about it. 6:48:18 PM edward brown * resolve..... looking thank you so much, session saved by me, now logging off 6:52:35 PM Ma. Cristina Now that you have the information that you need, can I assist you with anything else? 6:52:44 PM edward brown no

MySpaces?
What's MySpaces? It's not something I've heard of before. J Di 11:40, 20 November 2006 (UTC)


 * My 2 1/2 year-old grandson says "nope" instead of "soap", not because he means 'nope' but because "s" escapes him. It's funny teaching an 'ess' to a less than three-year-old :) Edbrown05 12:50, 20 November 2006 (UTC)