DOCUMENT:Q316660 13-FEB-2002 [msnetwork] TITLE :Frequently Asked Questions About MSN Messenger PRODUCT :The Microsoft Network PROD/VER:: OPER/SYS: KEYWORDS: ====================================================================== ------------------------------------------------------------------------------- The information in this article applies to: - Microsoft MSN Messenger 4.5 - Microsoft MSN Messenger 4.6 ------------------------------------------------------------------------------- SUMMARY ======= MSN Messenger lets you see when your friends are online and exchange instant messages with them. This article explains the answers to the most frequently asked support questions about MSN Messenger. MORE INFORMATION ================ To use MSN Messenger on the Internet, you need a .NET Passport. If you have a Hotmail account, that serves as your .NET Passport. Support for MSN Messenger ------------------------- Support for MSN Messenger is available 24 hours a day. For support, see the following Microsoft Web site: http://messenger.msn.com You can download the latest version of MSN Messenger on this site or receive support directly by clicking the Help link. The Help page contains a list of current frequently asked questions (FAQs) and other important support information. You can also receive support at any time while you use MSN Messenger. To do this, click the Help button in your MSN Messenger pane. This Help button also lets you use the full library of MSN Messenger Help topics. If you cannot find the answer to your question, do one of the following: - Click "Contact us" at the bottom of the Help topic to e-mail your question to Microsoft support. -or- - See the following Microsoft Web site: http://messenger.msn.com/support/contactus.asp? Microsoft makes every effort to answer e-mail support requests within 24 business hours. However, the answers to virtually all MSN Messenger support questions can be found on the Help pages. Frequently Asked Questions About MSN Messenger ---------------------------------------------- Q1: Why am I having problems downloading the MSN Messenger software? A1: Save the software to your hard disk. To do this, follow these steps: 1. Create a folder in which save the software on your hard drive. Make a note of the folder's name so that you can find the software after you download it. 2. See the following Microsoft Web site: http://messenger.microsoft.com/download/download.asp 3. Click Download Now, and then click "Save this program to disk" (or click Save if you use Microsoft Windows XP). 4. Click OK. 5. In the Save As dialog box, browse to the folder that you created in step 1, and then click Save. 6. Open the folder that you created, and then double-click Mmssetup.exe to install MSN Messenger. If you receive a "page not found" error message when you trying to download the software, either refresh the page or click the "Contact us" link at the bottom of the page to send e-mail asking for additional help. Q2: Why am I having problems installing MSN Messenger? A2: Use the following methods before you try to install MSN Messenger again: - Quit as many programs as possible before you try to install MSN Messenger. To quit programs, right-click the program icons in the taskbar, and then click Close or Exit. - Make sure that your browser files from Microsoft Internet Explorer are not corrupted. Other programs can sometimes write over or corrupt these files. To install MSN Messenger, you may want to upgrade, reinstall, or fix these files. See Help in Internet Explorer for more information, or see the Microsoft Web site: http://www.microsoft.com/windows/ie/default.asp - If you use Microsoft Windows NT 4.0, Microsoft Windows 2000, or Microsoft Windows XP, make sure that you have the proper permissions to install programs on your computer. If you are unsure about what permissions you have on your computer, contact your system administrator for more information. - This workaround applies to corporate users. Network administrators can prevent MSN Messenger from running in their corporation or organization. If you receive an error message when connect to .NET Messenger Service at the end of installation, you are not having problems with installing MSN Messenger. Proceed to the next question. Q3: I cannot connect to .NET Messenger Service. Why? A3: There can be several reasons why you cannot sign in to .NET Messenger Service: - If your .NET Passport is not recognized, follow these steps: 1. See either of the following .NET Passport sites: http://www.passport.com http://www.hotmail.com 2. Sign in. 3. If you are recognized there but still cannot sign in to .NET Messenger Service, the messaging servers may be temporarily down for maintenance or may have reached capacity due to heavy Internet traffic (during peak usage hours). Wait a short while, and then try again. To check the .NET Messenger Service status, see the following Microsoft Web site: http://messenger.microsoft.com/support/status.asp - This workaround applies to corporate users. If you are behind a firewall or within a company local area network (LAN), MSN Messenger and other instant messaging programs may be blocked by the firewall or your company's security restrictions. Please contact your network administrator for assistance. For more information about which ports a network administrator should open for MSN Messenger to work, please see the "Guide for Network Administrators" in Help. - This workaround applies to corporate users. Make sure the "I use a proxy server" check box is cleared (not selected) on the Connection tab. (To find this check box, click Options on the Tools menu.) Only certain proxy servers require you to select this check box. Unless your network administrator tells you to select the "I use a proxy server" check box, do not do so. Q4: I forgot my password. What do I do? A4: See the following .NET Passport Member Services Web site: http://memberservices.passport.com Click "I forgot my password". Q5: I cannot send files or start an audio conversation with another contact. What do I do? A5: You may be behind a firewall or may be using Internet-sharing software or hardware, a system that is also known as ICS/NAT. To learn more, see Internet Connection Sharing using ICS/NAT at the following Microsoft Web site: http://messenger.microsoft.com/support/knownissues.asp If you are behind a firewall, contact your network administrator and request that they consult the MSN Messenger Help topic "Guide for Network Administrators." The basic functions of MSN Messenger should be unaffected because ICS/NAT issues affect only certain features. Also, make sure your contact is not behind a firewall or ICS/NAT. If possible, try this with more than one contact. Additional query words: ====================================================================== Keywords : Technology : kbMSNSearch kbMSNMessangerSearch kbMSNMessanger450 kbMSNMessanger460 Version : : Issue type : kbinfo ============================================================================= THE INFORMATION PROVIDED IN THE MICROSOFT KNOWLEDGE BASE IS PROVIDED "AS IS" WITHOUT WARRANTY OF ANY KIND. MICROSOFT DISCLAIMS ALL WARRANTIES, EITHER EXPRESS OR IMPLIED, INCLUDING THE WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE. IN NO EVENT SHALL MICROSOFT CORPORATION OR ITS SUPPLIERS BE LIABLE FOR ANY DAMAGES WHATSOEVER INCLUDING DIRECT, INDIRECT, INCIDENTAL, CONSEQUENTIAL, LOSS OF BUSINESS PROFITS OR SPECIAL DAMAGES, EVEN IF MICROSOFT CORPORATION OR ITS SUPPLIERS HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. SOME STATES DO NOT ALLOW THE EXCLUSION OR LIMITATION OF LIABILITY FOR CONSEQUENTIAL OR INCIDENTAL DAMAGES SO THE FOREGOING LIMITATION MAY NOT APPLY. Copyright Microsoft Corporation 2002.