KnowledgeBase Archive

An Archive of Early Microsoft KnowledgeBase Articles

View on GitHub

Q291834: How To Troubleshoot MSN Connectivity After AOL Is Installed.

Article: Q291834
Product(s): The Microsoft Network
Version(s): 2000,6.0,6.1
Operating System(s): 
Keyword(s): 
Last Modified: 15-JUN-2001

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

- the operating system: Microsoft Windows Millennium Edition 
- the operating system: Microsoft Windows 98 
- The Microsoft Network versions 6.0, 6.1 
- the operating system: Microsoft Windows 2000 
- the operating system: Microsoft Windows 95 
-------------------------------------------------------------------------------

SYMPTOMS
========

MSN Explorer users may have difficulty connecting to MSN after installing
America Online (AOL) software. Users who attempt to run AOL software and MSN
Internet Access software on the same computer may experience any of the
following issues:

- MSN software can't detect a dial tone.

- Web pages display with errors or not at all.

- Dial-up connection does not work.

CAUSE
=====

This issue is caused by conflicts between the network components included with
AOL installations and those included with MSN installations.

RESOLUTION
==========

These issues can be resolved by uninstalling and then re-installing the network
components (Dial-up adapter and TCP/IP). Note: Make sure that the customer has a
Windows CD nearby before performing these steps.

- To uninstall and then re-install the network components for Windows 95, 98,
  and Millenium users

1. Click Start, point to Settings, and then click Control Panel.

2. Double-click the Network icon.

3. Select Dial-up Adapter, and then click the Remove button.

4. Click OK after the warning box that appears.
  This should remove both Dial-up Adapter and TCP/IP/Dial-up Adapter.
  Note: Remove only Dial-up Adapter; do not remove AOL Dial-up Adapter.

5. Click the Add button.

6. Click Adapter , and then click Add.
  You may have to wait for Windows to build a driver information database.

7. Under the Manufacturer column, select Microsoft; under the Adapter column,
  select Dial-up adapter, and then click OK.
  This will return you to the Network screen. Dial-up adapter and TCP/IP should
  now be present.

8. Click OK.
  Now Windows will build a driver information database. If prompted, insert the
  Windows CD and click OK. Otherwise, after the database has been built, you
  will receive a prompt to restart your computer. Click Yes to restart the
  computer.

- To uninstall and then re-install the network components for Windows 2000
  users

1. Click Start, point to Settings, and then click Control Panel.

2. Double-click Network and Dial-up Connections.

3. Right-click the MSN Explorer or MSN Internet Access icon.
  A menu appears.

4. Click Properties.

5. Click the Networking tab at the top of the properties screen.

6. Click TCP/IP and then click the Uninstall button.
  A warning screen appears.

7. Click OK.

8. Click the Install button.

9. Click Protocol and then click the Add button.

10. Click TCP/IP and then click OK.

11. On the properties window, click OK.

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


Additional query words: kbimu; MSN Explorer

======================================================================
Keywords          :  
Technology        : kbOSWin2000 kbOSWin98 kbOSWin95 kbOSWinME kbOSWinSearch kbMSNSearch kbMSN600 kbMSN610
Version           : :2000,6.0,6.1
Issue type        : kbprb

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

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.