Microsoft KB Archive/279395

= Connectivity: MSN Companion repeatedly disconnects while in use =

PSS ID Number: 279395

Article Last Modified on 6/13/2003

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The information in this article applies to:


 * MSN Companion 1.0

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This article was previously published under Q279395



SYMPTOMS
The customer can dial up and connect to the Start Page, but is often disconnected unexpectedly right in the middle of using the device.

Note: MSN Companion will disconnect the user automatically after 10 minutes of inactivity. This is not the issue here.



CAUSE

 * Someone else may be trying to use the same phone line while MSN Companion is online.
 * An incoming call may be activating a &quot;Call Waiting&quot; notification tone (beep).
 * It could be a typical connectivity problem with the MSN servers/modems during a high-traffic period.
 * It could be an issue with the specific Access Number that the user is dialing.
 * It could be the phone line the customer is using is not very good.
 * It could be a hardware problem with the modem in the device.



RESOLUTION
 Phone in use?

Make certain no one is using the phone while you are online. If someone tries to use a telephone on that same line, this may knock you offline. To turn on the Block Caller ID setting

 Go to the Start page and click settings. Click call waiting and select the don’t allow incoming calls to interrupt me while I’m online checkbox. If you have a touch tone phone, select the *70 option.

-or-

If you have a rotary phone, select the other code option, and type in the rotary code specified by your phone company. In most case, the rotary caller id blocking code is 1170. </li> To see if this is a typical connectivity problem

 Try again during off-peak hours.</li> During dialup, try skipping to the second number to see if that fixes the problem.</li></ol> </li> To see if this is an access number problem

 Record both access numbers that the MSN Companion is dialing. Then check with MSN to see if those numbers are currently having problems.

Call MSN Technical Support. The options to contact MSN support are located at http://support.microsoft.com/default.aspx?scid=sz;en-us;top .</li> Check to see if there are other access numbers in your area. Make certain that they are free local calls. If there are other local numbers, use the FIXIT code to enter them.

Call MSN Technical Support. The options to contact MSN support are located at http://support.microsoft.com/default.aspx?scid=sz;en-us;top .</li></ol> </li> To see if this is a phone line problem

 Local phone lines.

Consider whether or not you have had troubles in the past with your phone line. Static or noise can disrupt the signal between a modem and the Internet. Try the device from a neighbor's house.* If you have had trouble in the past, or if you have the same problem at your neighbor's then the line is probably bad and the telephone company needs to improve it. Call your telephone company.</li> Home wiring.

Try the device from a neighbor's house.* If you do not have the same problem, then your home phone line may be faulty and needs to be improved. Contact your telephone company or a local contractor.</li></ol>

* Note: make certain your neighbor is in the same calling area.</li> If the above steps do not resolve the problem, there is probably a hardware problem with the modem. Contact the manufacturer or the retail store for a replacement.</li></ul>

Additional query words: kbimu

Keywords: kbprb KB279395

Technology: _IKkbbogus kbMSNCompanion kbMSNSearch

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