Microsoft KB Archive/944176

= You receive an error message that states that the username or password is invalid when you try to start OneCare =

Article ID: 944176

Article Last Modified on 11/1/2007

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APPLIES TO


 * Windows Live OneCare

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SYMPTOMS
When you try to start Windows Live OneCare, you receive an error message that states that the username or password is invalid.

This issue occurs although the following conditions are true:  You can verify that your user credentials are valid when you visit the following Web site and sign:

http://www.passport.com

 After you sign in, you can see that your OneCare subscription is active.



CAUSE
This issue occurs when your password contains more than 12 characters. Or, if your Windows Live account is not synchronized correctly.



Reset your password
If the length of your password is more than 12 characters, follow these steps:  Visit the following passport Web site:

http://www.passport.com

 Sign in by using the user credentials that you used to purchase OneCare. On the Windows Live Web page, under Password reset information, click Change to the right of the Password entry. Enter the details as required. Make sure that the new password that you enter is equal to or less than 12 characters.</li> Click Save.</li> Sign out from Windows Live.</li> Start OneCare.</li></ol>

If the issue is not resolved, continue to the “Re-synchronize your Windows Live account” section.

Re-synchronize your Windows Live OneCare account
If your password is equal to or less than 12 characters, follow these steps: <ol> Visit the following passport Web site:

http://www.passport.com

</li> Sign in by using the user credentials that you used to purchase OneCare.</li> Under Account Summary, click Billing Information.</li> Click My Credit Card (XXXX).</li> Under Payment Method Information, click Go to Payment Method Information.</li> Click Edit Payment Method Information.</li> Do not change any information. Click Save. This will re-synchronize the Windows Live account.</li> Start OneCare.</li></ol>

Additional query words: portal

Keywords: kberrmsg kbtshoot kbuser kbprb kbpasswords kbactivation kbexpertisebeginner KB944176

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