Microsoft KB Archive/274468

= MSN Companion setup error: username and password do not match up =

PSS ID Number: 274468

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 Q274468



SYMPTOMS
During the user's initial set up or out of box experience (OOBE) with MSN Companion, one of the following error messages appears after the user enters their user name and password:

The member id and password still don't match up. If the information entered matches your invoice, please select the Call Technical Support button below.

The member password you entered doesn't match the member id. Please make sure you entered them exactly as shown on your invoice.



CAUSE
When our account was created and the retail outlet - called remote account creation (RAC), you were given a member ID and a temporary password, typically on a printout.

When you run through Setup the first time, you are asked to type in a new password, and then re-type it to confirm. From this point on, the temporary password that you got when the account was created is gone, and has been replaced by your new password.

In this scenario, you have probably already chosen a new password in the past, but are now running through Setup with the same account. When Setup asks for your password, you are typing in the old temporary password, not the new password.



RESOLUTION
Did you chose a new password for yourself and typed twice during the setup screens?

If you remember this new password.
 * 1) Turn the MSN Companion device off and then turn it back on again to restat the Setup sequence, the out of box experience (OOBE).
 * 2) When asked for you password, type the new password you created ealier.
 * 3) In the next screen, Setup will ask you to choose a new new password and re-type it to confirm that it's correct. If you like your current password, you can just type it again in both places and continue.

This should set you up.

If you don't remember this new password:
 * 1) Turn the MSN Companion device off, call MSN Customer Service and ask for a password reset. The options to contact MSN support are located at http://support.microsoft.com/default.aspx?scid=sz;en-us;top
 * 2) Turn on the device, run through the setup again and type in your newly reset password.
 * 3) In the next screen, MSN Companion will ask you to choose a new password and type it and re-type it to confirm that it's correct. Before you type your new password write it down and store it someplace safe. Then type the new password in both boxes and proceed with the setup.

This should set you up.

Additional query words: kbimu

Keywords: kbinfo kbprb KB274468

Technology: _IKkbbogus kbMSNCompanion kbMSNSearch

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