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Q274256: MSN Companion Troubleshooting Tool FAILSAFE

Article: Q274256
Product(s): The Microsoft Network
Version(s): 1.0,2.0
Operating System(s): 
Keyword(s): 
Last Modified: 26-FEB-2002

-------------------------------------------------------------------------------
The information in this article applies to:

- MSN Companion, versions 1.0, 2.0 
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SUMMARY
=======

FAILSAFE is a feature of MSN Companion that formats its flash memory, dials the
upgrade servers, and downloads a "last known good" flash image.

FAILSAFE should only be used under the supervision of MSN Companion Technical
Support.

MORE INFORMATION
================

When should it be used?
-----------------------

Use FAILSAFE when the user has a core OS-level problem with starting the machine,
per the following scenarios:

- The user has been using MSN Companion, but during an overnight upgrade
  something went wrong. Now, whenever the user starts the device, they get the
  manufacturer's splash screen, and then the screen goes black; the device
  appears to be dead.

- The user has already gone through the initial set-up experience and
  everything worked fine. Later, inexplicably, the device now "blue-screens" at
  every boot, never shows the connecting window, and never tries to dial

When should it NOT be used?
---------------------------

- When in doubt, don't use FAILSAFE. FAILSAFE should never be used as an "I
  don't what else to do" fix, because the process takes over an hour.

- Do not use FAILSAFE without the assistance of MSN Companion Technical
  Support. Call Technical Support at (1) (888) 386-6497.

- In addition, FAILSAFE should never be used to troubleshoot a dialing problem.
  If the machine cannot dial, it cannot reach the FAILSAFE servers. For
  connection problems see Q278715 - Unable to connect to Web Companion

To use failsafe
---------------

1. The update will take about one hour on the phone, as the device downloads its
  software.

2. Unplug the device to completely shut it down, and then plug it in again.

3. When the manufacturer's splash screen appears press CTRL+U several times
  until the splash screen goes away and the FAILSAFE screen appears. It looks
  similar to a BIOS settings screen (see facsimile below).

----------------------------- Modem Settings -----------------------------
|
|<A0><A0><A0> UserName: [WEBC/user_name<A0><A0>]
|<A0><A0><A0><A0>Password: [********......]
|
|<A0><A0><A0><A0>Phone Number: [5551234........] <A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0>Tone Dialing: <A0><A0><A0><A0><A0><A0><A0><A0>[X]
|<A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0>Wait for Dial Tone:
[X]
|<A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0>Dial Audibly:
<A0><A0><A0><A0><A0><A0><A0><A0><A0>[X]
|<A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0>Dial Quickly:
<A0><A0><A0><A0><A0><A0><A0><A0><A0>[X]
|
|<A0><A0><A0>Post Data: [Current Version=0&Component=Mariner; Compaq-1-1;40]
|<A0><A0><A0>URL: <A0><A0><A0><A0><A0><A0><A0><A0>[https://webcdownload.msn.com/clientman/clientman]
|
| --------------------------------------------------------------------------
| <A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0><A0> <OK> <A0><A0><A0><A0><A0><A0><A0><A0><A0> < CANCEL >
| --------------------------------------------------------------------------

4. To change settings, use TAB and arrow keys to move around within the fields
  and enter the information as follows:

Note: In most cases, the information will already be entered correctly by
default.

   - USERNAME: The username must be preceded by WEBC/ as above.

   - PASSWORD: Ensure that the password is correct, capitalization is correct,
     and CAPS LOCK is not on.

   - PHONE NUMBER: Include the exact digits that need to be dialed in order to
     connect. Call Technical Support to ensure that this number is a correct
     local access number. Contact your phone company to determine is this is a
     local toll-free call. You are responsible for any toll charges that may
     accrue from using a long distance access number.

     Ensure that any needed prefix numbers are also included:
      - 9, - If dialing an outside line from inside a corporate phone system.

      - *10, - or other numbers to turn off Call Waiting.

      - Area Code - If ten digit dialing is required.

      - 1 before the Area Code - If necessary.

      - Note that a comma "," inserts a one second pause in the dialing
        sequence.

   - The items below are the same settings that can be changed using FIXIT. In
     most cases you shouldn?t need to change these. (For more information on
     FIXIT, see Q278481 - MSN Companion Troubleshooting Tool FIXIT)
      - TONE DIALING

      - WAIT FOR DIAL TONE

      - DIAL AUDIBLY

      - DIAL QUICKLY

   - POST DATA: Do not change this. If you accidentally change this, cancel
     immediately.

   - IA - 1
     Post Data:
     [CurrentVersion=0&Component=Mariner;Compaq-1-2001;409&SSN=1]

   - IA - 2
     Post Data:
     [CurrentVersion=0&Component=Mariner;Compaq-2-2001;409&SSN=1]

   - URL: The "s" needs to be removed from the end of the word http://, so that
     it reads http://. If you accidentally change anything else on this line,
     cancel immediately.

     URL: [http://webcdownload.msn.com/clientman/clientman.dll?Downloadimage]

5. When all settings are correct, press TAB until the cursor reaches OK, and
  then press Enter to initiate the failsafe upgrade.

6. When the upgrade is done, the device will restart automatically. If the
  device is still broken, return it to the manufacturer.

Note: if your receive the following message

  The new software is corrupted. Please try again.

the server connection was lost during the FAILSAFE download. Click Try again and
the download is continued and will eventually download the entire flash image
and restart MSN Companion


Additional query words: kbimu FAILSAFE

======================================================================
Keywords          :  
Technology        : _IKkbbogus kbMSNSearch kbMSNCompanion
Version           : :1.0,2.0
Issue type        : kbprb

=============================================================================

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