Microsoft KB Archive/943767

= After you install Windows Live OneCare, you cannot connect to the Internet =

Article ID: 943767

Article Last Modified on 10/27/2007

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APPLIES TO


 * Windows Live OneCare

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SYMPTOMS
After you install Windows Live OneCare, you may experience one of the following symptoms:
 * You cannot connect to the Internet.
 * Some Windows Live OneCare features do not work as expected.



CAUSE
This problem may occur if one or more of the following conditions are true:
 * The computer is not connected to the Internet.
 * The computer uses dynamic disks.



RESOLUTION
To resolve this problem, use the following methods.

Note If you receive the User Account Control dialog box when you perform an action in Windows Vista, click Continue.

Method 1: Verify that the computer is connected to the Internet
To verify that the computer is connected to the Internet, follow these steps:  Test the Internet connection. To do this, try to visit several Web sites. For example, try to visit http://www.microsoft.com or http://www.msn.com. Try to connect to the Internet by using a different program. For example, try to connect to the Internet by using the MSN browser. If you can connect to the Internet by using a different program, the OneCare firewall may be blocking a program from accessing the Internet. For more information about how configure the firewall so that a program can access the Internet, click the following article number to view the article in the Microsoft Knowledge Base:

943768 A program or a service that requires network or Internet connectivity does not work well after you install Windows Live OneCare

 Verify the network connection. To do this, follow these steps:  In Windows XP, click Start, click Run, type Ncpa.cpl, and then click OK.

In Windows Vista, click Start, type Ncpa.cpl in the Start Search box, and then click Ncpa.cpl in the Programs list. Right-click the connection, and then click Status. If a computer that is running Windows XP is connected to the Internet, the status appears as Connected, Enabled, or Authentication succeeded.

If a computer that is running Windows Vista is connected to the Internet, the IPv4 status appears as Internet. If the computer does not appear to be connected to the Internet, right-click the connection, click Connect, click Enable, or click Authenticate, and then restart the computer.</ol> </li> If you still cannot connect to the Internet, check the cable connections to the computer. To do this, use the following methods: <ul> If you use a dial-up connection, verify that the telephone cord is firmly connected to the modem and the connection on the wall jack.</li> If you use a cable modem, verify that the cable is firmly connected to the modem and the computer.</li> If you use a cable modem or DSL router, verify the connections to the router and computer. If the connections are firm, turn off or unplug the router or modem. After several minutes, plug the router or modem back in, and then restart the computer.</li></ul> </li> Temporarily turn off the OneCare firewall, test for Internet connectivity, and then turn the OneCare firewall on. To do this, follow these steps:

Important These steps may increase your security risk. These steps may also make the computer or the network more vulnerable to attack by malicious users or by malicious software such as viruses. We recommend the process that this article describes to enable programs to operate as they are designed to or to implement specific program capabilities. Before you make these changes, we recommend that you evaluate the risks that are associated with implementing this process in your particular environment. If you decide to implement this process, take any appropriate additional steps to help protect the system. We recommend that you use this process only if you really require this process. <ol style="list-style-type: lower-alpha;"> Start Windows Live OneCare.</li> Under Quick links, click Change settings.</li> On the Firewall tab, click Off.</li> Click OK.</li> Try to connect to the Internet again. <ul> If the problem is resolved, continue to Method 2.</li> If the problem was not resolved, contact your Internet Service Provider (ISP) to continue troubleshooting the problem.</li></ul> </li> Start Windows Live OneCare.</li> Under Quick links, click Change settings.</li> On the Firewall tab, click On.</li> Click OK.</li></ol> </li></ol>

Method 2: Determine whether the computer uses dynamic disks
The firewall in Windows Live OneCare only supports basic disks. The Windows Live OneCare firewall does not support dynamic disks. To determine whether the computer uses dynamic or basic disks, follow these steps:
 * 1) In Windows XP, click Start, click Run, type Compmgmt.msc, and then click OK.

In Windows Vista, click Start, type Compmgmt.msc in the Start Search box, and then click Compmgmt in the Programs list.
 * 1) Under Storage, click Disk Management.

Determine whether the hard disk where Windows Live OneCare is installed is a basic disk or a dynamic disk. If the hard disk where Windows Live OneCare is installed is a dynamic disk, you may experience connection problems.

Note Do not try to convert a dynamic disk to a basic disk. If you try to convert a dynamic disk to a basic disk, all data on the hard disk will be lost. Contact a network administrator for more information.

Method 3: Use the Windows Network Diagnostic Tool in Windows Vista
If you continue to experience the problems that are described in the &quot;Symptoms&quot; section, use the Windows Network Diagnostic tool in Windows Vista to diagnose the issue. To do this, follow these steps:
 * 1) Click Startvistastartbutton.jpg], type Ncpa.cpl in the Start Search box, and then click Ncpa.cpl in the Programs list.
 * 2) Right-click the network connection, click Diagnose, and then follow the instructions that appear on the screen.

Method 4: Contact your ISP
If you still cannot connect to the Internet, contact your ISP for more information.

Keywords: kbexpertisebeginner kbtshoot kbprb KB943767

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