Microsoft KB Archive/891338

Knowledge Base

Error messages that you receive when you try to open Money by using your Windows Live ID credentials

Article ID: 891338

Article Last Modified on 7/31/2007

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APPLIES TO

• Microsoft Money Essentials
• Microsoft Money Plus Deluxe
• Microsoft Money Plus Home & Business
• Microsoft Money Plus Premium
• Microsoft Money 2007 Premium
• Microsoft Money 2007 Home & Business
• Microsoft Money 2007 Deluxe
• Microsoft Money 2006 Deluxe
• Microsoft Money 2006 Premium
• Microsoft Money 2006 Small Business
• Microsoft Money 2006 Standard
• Microsoft Money 2005 Deluxe Edition
• Microsoft Money 2005 Premium Edition
• Microsoft Money 2005 Small Business Edition
• Microsoft Money 2005 Standard Edition
• Microsoft Money 2004 Deluxe Edition
• Microsoft Money 2004 Premium Edition
• Microsoft Money 2004 Small Business Edition
• Microsoft Money 2004 Standard Edition
• Microsoft Money 2003 Deluxe Edition
• Microsoft Money 2003 Deluxe and Business Edition
• Microsoft Money 2003 Standard Edition
• Microsoft Money 2003 Suite
• Microsoft Money 2002 Deluxe and Business Edition
• Microsoft Money 2002 Deluxe Edition
• Microsoft Money 2002 Home Banking Edition

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Important This article contains information that shows you how to help lower security settings or how to turn off security features on a computer. You can make these changes to work around a specific problem. Before you make these changes, we recommend that you evaluate the risks that are associated with implementing this workaround in your particular environment. If you implement this workaround, take any appropriate additional steps to help protect the computer.

Symptoms of the problem

When you try to sign in to Microsoft Money by using Windows Live ID Network credentials (the e-mail address and the password that you use to sign in to the Windows Live ID Network), you may receive an error message that resembles one of the following:

Your sign-in information could not be verified. Go online or select the Work offline check box, and then reenter your sign-in information.

Money is unable to verify your online sign in. Money will now try to log you in using Work Offline sign in. Some online features such as background banking will be unavailable, possibly because of network problems. To use these features, please close Money and try to sign in again later

Money is unable to verify your online sign in. Money will try to log you in using work offline.

The sign in attempt for username @ ISP .com was unsuccessful. Please try your sign in name and password again.

Note In this error message, ISP is the domain name of your Internet service provider. Also, the extension that follows the ISP name might be different from ".com," such as ".net".

You receive these error messages although you have configured Money to sign in to the Windows Live ID Network.

Note If the issue that you are experiencing is not with Windows Live ID, and you are experiencing a problem with your financial institution password, contact your financial institution to verify the password credentials you should be using in Money.

Warning If you always use the work offline option when you sign in to Money, and you are not using Windows Live ID for programs or sites other than Money, there is a possibility that the Windows Live ID that you are using may be expired by Windows Live sometime in the future. To prevent the Windows Live ID that you are using from expiring, use one of the following methods:

• Sign in to Windows Live ID online occasionally, for example every other week.
• Remove the Windows Live ID from the Money data file and use the Money password instead.

Methods to resolve the problem

Method 1: Correct the system date

To resolve this issue if the system date is not set correctly, change the system date to the correct date and time. To do this, close Money and then follow the steps for the operating system that you are using.

Step 1: Open the Date and Time control panel item

Windows Vista

To open the Date and Time item in control panel, click Start, type Date and Time in the Start Search box, and then press ENTER.

Step 2: Adjust the date and time

Windows Vista

1. Click the Date and Time tab, and then click Change date and time.
   

If you are prompted for an administrator password or for a confirmation, type the password, or click Continue.

1. In the Date and Time Settings dialog box, perform one or more of the following actions:
   • To change the date, click the current date in the calendar.
   • To change the hour, double-click the hour, and then click the arrows to increase or decrease the value.
   • To change the minutes, double-click the minutes, and then click the arrows to increase or decrease the value.
   • To change the seconds, double-click the seconds, and then click the arrows to increase or decrease the value.
2. Click OK when you are finished.
3. Click Change time zone.
4. In the Time Zone Settings dialog box, click the correct time zone, and then click OK.
   

If you want the clock to adjust automatically when daylight saving time changes, make sure that the Automatically adjust clock for Daylight Saving Time check box is selected.

Microsoft Windows XP or an earlier version of Windows

1. Click Start, click Run, type timedate.cpl in the Open box, and then click OK.
2. Change the date and the time to today's date and time.
3. Click OK to accept the changes.

If these steps do not resolve your issue, go to Method 2.

Method 2: Verify your Internet connection

1. Start Microsoft Internet Explorer.
2. Visit the following Microsoft Web site:

   http://moneycentral.msn.com/home.asp

If you cannot connect to this Microsoft Web site, contact your ISP to troubleshoot your connection issues.

If you can connect to this Microsoft Web site, go to Method 3.

Method 3: Verify your Windows Live ID status

1. Start Internet Explorer.
2. Visit the following Microsoft Web site:

   http://moneycentral.msn.com/home.asp

3. Click Sign In, type the Windows Live ID credentials that you use in Money, and then click Sign In. If you are automatically signed in to the Windows Live ID, follow these steps:
   1. Click Sign Out, and then click Sign In.
   2. Type the Windows Live ID credentials that you use in Money, click to clear the Sign me in automatically check box, and then click Sign In.
4. Click Sign Out again, and then start Money. Try to sign in to the Windows Live ID when you are prompted to.

If this does not resolve the issue, go to Method 4.

Method 4: Verify that Money detects your Internet connection

1. Click Start, point to Search, and then click For Files or Folders.
2. Click All files and folders.
3. In the All or part of the file name box, type Sample.mny, click My Computer in the Look in box, and then click Search.
4. In the list of found files, double-click the Sample.mny file for Money.
5. In Money, click Tools, point to Internet Updates, click Update now, and then click Update.

After you choose to update, examine the "Call Summary" message to see whether there is an error that is associated with the connection. To do this, click Tools, click Internet Updates, and then click Read Call Summary Messages.

If you receive an error message that is associated with the connection, Money is not correctly detecting your Internet connection. For more information about how to troubleshoot issues with your Internet connection, click the following article number to view the article in the Microsoft Knowledge Base:

899935 You cannot connect to the Internet when you try to use a feature in Money that requires an Internet connection

If this method does not resolve your issue and Money is correctly detecting an Internet connection, go to Method 5.

Method 5: Register the Msxml3.dll file

Windows Vista

1. Click Start, click All Programs, click Accessories, and then right-click Command Prompt.
2. Click Run as administrator.
   

If you are prompted for an administrator password or for a confirmation, type the password, or click Continue.

1. Type regsvr32 Msxml3.dll, and then press ENTER.

Windows XP

To register the Msxml3.dll file in Windows XP, click Start, click Run, type regsvr32 Msxml3.dll in the Open box, and then click OK.

If the file is not found, follow these steps:

1. Click Start, point to Search, and then click For Files or Folders.
2. Click All files and folders.
3. In the All or part of the file name box, type msxml, click My Computer in the Look in box, and then click Search.
4. In the list of found files, right-click the Msxml3.dll file, and then click Copy.
5. Click Start, click Run, type %Systemroot%\system32, and then click OK.
6. On the Edit menu, click Paste.
7. Click Start, click Run, type regsvr32 Msxml3.dll, and then click OK.

If this method does not resolve your issue, go to Method 6.

Method 6: Repair the Money data file

For more information about how to repair the Money data file, click the following article number to view the article in the Microsoft Knowledge Base:

182608 How to diagnose and repair damage in a Money data file

After you repair the Money data file, try to sign in to the Money data file by using your Windows Live ID credentials. If you still cannot sign in, go to Method 7.

Method 7: Reset the Internet Explorer options and remove all the cookies and the temporary Internet files

Step 1: Open the Internet Options item in control panel

Windows Vista

To open the Internet Options item in control panel in Windows Vista, click Start, type control inetcpl.cpl in the Start Search box , and then press ENTER.

Windows XP

To open the Internet Options item in control panel in Windows Vista, click Start, click Run, type inetcpl.cpl in the Open box, and then click OK.

Step 2: Reset the Internet Explorer settings

1. Click the Privacy tab, and then move the slider to the bottom to select Accept All Cookies.
2. Click the Security tab, click the Internet icon, and then click Custom Level.
3. In the Reset custom settings list, click Medium Low.
4. Click Reset, click Yes when you are prompted to make the change, and then click OK.
5. Click the Advanced tab, and then click Restore Defaults.
6. Click Apply, and then click OK.

Step 3: Open the Internet Options item in control panel

Windows Vista

To open the Internet Options item in control panel in Windows Vista, click Start, type control inetcpl.cpl in the Start Search box , and then press ENTER.

Windows XP

To open the Internet Options item in control panel in Windows XP, click Start, click Run, type inetcpl.cpl in the Open box, and then click OK.

Step 4: Delete cookies and the temporary Internet files

1. On the General tab, click Delete Files, and then click OK when you are prompted to delete all the temporary Internet files.
2. Click Settings, click View Files, and then delete any cookies that end in "@Windows Live ID," "@msn," or "@hotmail."
   

Note The cookie files store some settings information for Web sites. If you have no saved settings, or if you are comfortable with resetting this information, delete all the files that are in this location.

1. Start Money, and then try to open the data file again.

If these steps did not resolve your issue, go to Method 8.

Method 8: Configure the Web browser to automatically accept cookies

Warning This workaround may make a computer or a network more vulnerable to attack by malicious users or by malicious software such as viruses. We do not recommend this workaround but are providing this information so that you can implement this workaround at your own discretion. Use this workaround at your own risk.

Microsoft Internet Explorer 6 or a later version

1. Start Internet Explorer 6 or a later version.
2. On the Tools menu, click Internet Options.
3. Click the Privacy tab, and then click Advanced.
4. Click Override automatic cookie handling, and then click to select the Always allow session cookies check box.
5. Click OK two times.

Microsoft Internet Explorer 5.0 or Microsoft Internet Explorer 5.5

1. Start Internet Explorer 5.0 or Internet Explorer 5.5.
2. On the Tools menu, click Internet Options.
3. Click the Security tab.
4. Click Internet, and then click Custom Level.
5. Under Allow Per-Session Cookies (Not Stored), click Enable.
6. Under Allow cookies that are stored on your computer, click Enable.
7. Click OK, and then click Yes.
8. Click OK.

Netscape Navigator 6.0 or a later version
See Netscape Navigator online Help for more information about how to enable cookies.


After you make these changes, test your ability to connect to Windows Live ID through Money.

If this method resolves the issue, you can add msn.com, live.com, passport.net and passport.com to the Managed websites list in Internet Explorer to accept cookies from these Web sites. To do this, follow these steps:

1. Start Internet Explorer.
2. On the Tools menu, click Internet Options, and then click the Privacy tab.
3. In the Address of website box, type live.com, and then click Allow.
4. In the Address of website box, type msn.com, and then click Allow.
5. In the Address of website box, type passport.com, and then click Allow.
6. In the Address of website box, type passport.net, and then click Allow.
7. Click OK two times.

After you add these Web sites to the Managed Web sites list, you can restore the standard cookie setting in the browser.

Microsoft Internet Explorer 6 or a later version

1. Start Internet Explorer 6 or a later version.
2. On the Tools menu, click Internet Options.
3. Click the Privacy tab, and then click Advanced.
4. Click Override automatic cookie handling, and then click to clear the Always allow session cookies check box.
5. Click OK two times.

Microsoft Internet Explorer 5.0 or Microsoft Internet Explorer 5.5

1. Start Internet Explorer 5.0 or Internet Explorer 5.5.
2. On the Tools menu, click Internet Options.
3. Click the Security tab.
4. Click Internet, and then click Custom Level.
5. Under Allow Per-Session Cookies (Not Stored), click Disable.
6. Under Allow cookies that are stored on your computer, click Disable.
7. Click OK, and then click Yes.
8. Click OK.

Netscape Navigator 6.0 or a later version
See the Netscape Navigator documentation for more information about how to manage cookies.

If you still cannot connect to Windows Live ID, go to Method 9.

Method 9: Turn off Extended Protect Mode and the Phishing filter in Internet Explorer 7 on Windows Vista

Warning This workaround may make a computer or a network more vulnerable to attack by malicious users or by malicious software such as viruses. We do not recommend this workaround but are providing this information so that you can implement this workaround at your own discretion. Use this workaround at your own risk.

Step 1: Change Internet Explorer 7 security settings

1. Start Internet Explorer 7.
2. On the Tools menu, click Internet Options.
3. Click the Security tab, and then click to clear the Enable Protected Mode check box.
4. Click the Advanced tab, and then click Disable Phishing Filter under Phishing Filter.
5. On the Advance tab, click to select the Use SSL 2.0 check box.
6. Click to select the Use SSL 3.0 check box, and then click to select the Use TLS 1.0 check box.
7. Exit Internet Explorer 7.

Step 2: Add Money to local firewall settings

If you are using a third-party firewall program, see the documentation that is provided for this firewall program to add Money to the exception list.

For Windows Firewall, follow these steps:

1. Click Start, type Windows Firewall in the Start Search box, and then click Windows Firewall in the Programs list.
2. In the navigation pane in Windows Firewall, click Allow a program through Windows Firewall.
   

If you are prompted for an administrator password or for a confirmation, type the password, or click Continue.

1. In the Windows Firewall Settings dialog box, in the Exception list, in the Program or port column, select Microsoft Money.
2. Click OK.
3. Close Windows Firewall.
4. Restart the computer.

Step 3: Verify that you can log on by using Windows Live ID credentials in Money

If you can log on in to Windows Live ID by using your credentials in Money, you can add msn.com, live.com, passport.net, passport.com and money:// to the Trusted Sites list in Internet Explorer 7, and then follow the steps in the "Step 4: Restore Internet Explorer 7 security settings" section to restore Internet security settings.

To start Internet Explorer 7 and open Internet Options, follow these steps:

1. Start Internet Explorer 7.
2. On the Tools menu, click Internet Options, and then click the Security tab.
3. In the Select a zone or change security settings box, click Trusted sites.
4. Under Trusted sites, click Sites.

To add sites to the Trusted Sites list, follow these steps:

1. Click to clear the Require server verification (https:) for all sites in this zone check box.
2. In the Add this website to the zone box, type live.com, and then click Add.
3. In the Add this website to the zone box, type msn.com, and then click Add.
4. In the Add this website to the zone box, type passport.com, and then click Add.
5. In the Add this website to the zone box, type passport.net, and then click Add.
6. In the Add this website to the zone box, type money://, and then click Add.
7. Click Close, and then click OK.

If you cannot resolve the issue, follow Step 4 to restore Internet security settings, and then continue to Method 10.

Step 4: Restore Internet Explorer 7 security settings

1. Start Internet Explorer 7.
2. On the Tools menu, click Internet Options.
3. Click the Security tab, and then click to select the Enable Protected Mode check box.
4. Click the Advanced tab, and then Turn on automatic website checking under Phishing Filter.
5. Exit Internet Explorer 7.

Method 10: Remove and reinstall Microsoft Money

For more information about how to remove and reinstall Microsoft Money, click the following article number to view the article in the Microsoft Knowledge Base:

895866 How to remove and reinstall Microsoft Money

Method 11: Test the issue in a new Microsoft Windows profile

To see whether the issue resides in the Windows profile, create a new Administrator profile for the computer, and then move your original profile settings to the new profile.
For more information about how to create profiles and move profile information, click the following article number to view the article in the Microsoft Knowledge Base:

811151 How to copy data from a corrupted user profile to a new profile

Method 12: Install an earlier version of Money, and then disable Windows Live ID

If these methods do not resolve the issue, there may be an issue with your Money data file because of the conversion from an earlier version of Money. If this is the issue, you may be able to install an earlier version of Money, remove the Windows Live ID credentials from the file, and then reconvert the file.

Step 1: Remove Money and reinstall an earlier version of Money

Remove the current installation of Microsoft Money and then reinstall an earlier version of Money. To do this, follow the steps that are Method 10, but instead of installing the current version of Money, use the installation media for an earlier version of Money.

Step 2: Search for the Money data files

Windows Vista

To search for any converted Money 2007 data files in Windows Vista, click Start, type *.m16 in the Start Search box, and then press ENTER.

Note If you want to locate the data file that was converted from an earlier version of Money:

• Type *.m15 for Microsoft Money 2006.
• Type *.m14 for Microsoft Money 2005.
• Type *.m12 for Microsoft Money 2004.
• Type *.m11 for Microsoft Money 2003.
• Type *.m10 for Microsoft Money 2002.
• Type *.m09 for Microsoft Money 2001.

Windows XP

1. Click Start, point to Search, and then click For Files or Folders.
2. Click All files and folders.
3. In the All or part of the file name box, type *.m16.
4. Click My Computer in the Look in box, and then click Search.
   

Note If you want to locate the data file that was converted from an earlier version of Money:

1. • Type *.m15 for Microsoft Money 2006.
   • Type *.m14 for Microsoft Money 2005.
   • Type *.m12 for Microsoft Money 2004.
   • Type *.m11 for Microsoft Money 2003.
   • Type *.m10 for Microsoft Money 2002.
   • Type *.m09 for Microsoft Money 2001.

Step 3: Rename the Money data file

1. Right-click the file that you found in the "Step 2: Search for the Money data files" section, and then click Rename.
2. Type recovered Money file.mny, and then press ENTER.

Step 4: Remove the Windows Live ID from the Money data file

Windows Vista

1. Double-click the file that you renamed in the "Step 3: Rename the Money data file" section.
2. On the File menu, click Password Manager, and then click Remove.
3. Reinstall your most current version of Money.
4. Verify that you can open the Money data file. Money should automatically try to convert the last used file. If Money does not do this, click File, click Open, click the Money data file, and then click Open.

Windows XP

1. Double-click the file that you renamed in Step 3.
2. On the File menu, click Password Manager, and then click Remove.
3. Reinstall your most current version of Money.
4. Verify that you can open your Money data file. Money should automatically try to convert the last used file. If Money does not do this, click File, click Open, click your Money data file, and then click Open.

Methods to work around this problem

You may be able to work around this issue by verifying your Windows Live ID credentials offline. If an Internet connection is not available, follow these steps:

1. Start Money.
2. On the Sign in to open your Money file page, type your Windows Live ID credentials, click to select the Work Offline check box, and then click Next.

References to more information

For more information about how to troubleshoot Internet connections, click the following article number to view the article in the Microsoft Knowledge Base:

899935 You cannot connect to the Internet when you try to use a feature in Money that requires an Internet connection

For more information about how to change your Passport Network credentials on your Money file, click the following article number to view the article in the Microsoft Knowledge Base:

899624 How to configure Money to use the Passport Network credentials that you use to sign in to Money

For more information about how to obtain the online purchase of Microsoft Money, click the following article number to view the article in the Microsoft Knowledge Base:

889930 How to troubleshoot issues that you may experience with the online download of Microsoft Money

Additional query words: file management repairing fix online services Internet Money2006 Money2005 Money2004 Money2003 Money2002

Keywords: kbtshoot kbui kbprb kbexpertiseinter kbceip KB891338

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