Microsoft KB Archive/279318

= Connectivity: MSN Companion can't authenticate over dialup, gets &quot;connection problem&quot; page =

PSS ID Number: 279318

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 Q279318



SYMPTOMS
The device attempts to connect to the local access number…


 * it gets a dialtone…
 * it dials the number…
 * you hear the handshake (modem squawking)…
 * but after that it fails to connect and goes to the &quot;connection problem&quot; screen.

Note: this can also happen during Setup when the device dials the local number.



CAUSE
The device failed to authenticate against MSN with this member id and password.

Possible causes:
 * There is a problem with the MSN authentication service.
 * There is a problem with the authentication at the local access number.
 * The user's password on the server is out-of-sync with the password stored locally on their device.



RESOLUTION
 Check to see if this is a server issue with the authentication service:

 If you have access to another MSN Companion device, try starting it and check if it can log in without problems. Wait for a few minutes or hours, or try again during off-peak hours. Check with MSN to see if there is an existing problem with the authentication service. Call Technical Support. The options to contact MSN support are located at http://support.microsoft.com/default.aspx?scid=sz;en-us;top  Check with MSN to see if there is a current issue with the local access numbers that you are using. Sometimes dialup will work on these numbers, but authentication will fail. Call Technical Support. The options to contact MSN support are located at http://support.microsoft.com/default.aspx?scid=sz;en-us;top .</li> If there doesn't appear to be a problem with the MSN servers or local access numbers, then this is a password-out-of-sync problem.

This means that the password stored on the device is not the same as the password stored on the MSN server. You will need to change the password stored on your MSN Companion.

Call MSN Customer Service and ask for for a password reset. The options to contact MSN support are located at http://support.microsoft.com/default.aspx?scid=sz;en-us;top.

Customer Service will direct you to type a reset password into the device.

If you have the password lock feature turned on you will turn the unit off and back on, and then type your reset password into the password lock box.</li></ol>

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