Shoutbox

I am currently working with Microsoft to figure this out. I never though I'd see the day that I would say that LoL

here is the latest on it and sorry if it a bit big:

Hello Zoidy,


Thank you for writing to Windows Live Messenger Technical Support to confirm that this support issue is not yet resolved, and for providing this additional information. My name is Charles, and I will be assisting you with this issue. First, I would like to apologize for the delay in response to you. We have received an unusual high number of e-mails in the past few days, making it difficult to respond as quickly as we would like.

Ben, there is some important information missing that we require in order to continue troubleshooting your issue, please provide us with the connectivity logs.

Please follow these steps in the order they appear to help resolve this issue:

To generate connectivity logs for Windows Live Messenger:
1. Install the latest version of Windows Live Messenger:
a.  Go to http://get.live.com/messenger/overview
b.  Click "Get it free" or "Download Now" and step through the wizard to install Windows Live Messenger.

2. Delete the already-existing connection log file.
Note: If connection logging is not already enabled, you will not see the MsnMsgr.txt file. If you cannot find this file, go to step 3.
a. On the "File" menu, click "Open Received Files" to open the My Received Files folder.
b. Exit Windows Live Messenger if you are already signed in: Right-click the Windows Live Messenger icon in the notification area at the far right of the taskbar, and then click "Exit".
c. Go back to the My Received Files folder. Select the MsnMsgr.txt file, and then press DELETE.
Note: If connection logging is not already enabled, you will not see the MsnMsgr.txt file. If you cannot find this file, go to step 3.

3. Turn on connection logging, if this feature is not already turned on.
a. Start Windows Live Messenger but do not sign in.
b. On the "Tools" menu, click "Options".
c. In the "Options" dialog box, click "Connection".
d. If you are using Windows Live Messenger, click "Advanced Settings".
e. Under "Connection Logging", make sure that the "Save a log of my server connections to help troubleshoot connection problems" check box is selected.
f. Close the "Options" dialog box.

4. To sign in to Windows Live Messenger again, click "Sign In". The new connectivity log file, MSNMsgr.txt, is generated in the folder described in step 2.

To generate IDCRL Logs:
IDCRL logs can be used to identify Windows Live Messenger service connection issues. To generate IDCRL logs, follow these steps.

Important: This article contains information about modifying the registry. Before you modify the registry, make sure to back it up and make sure that you understand how to restore the registry if a problem occurs. For information about how to back up, restore, and edit the registry, click the following article number to view the article in the Microsoft Knowledge Base:
http://support.microsoft.com/kb/256986

Warning: If you use Registry Editor incorrectly, you may cause serious problems that may require you to reinstall your operating system. Microsoft cannot guarantee that you can solve problems that result from using Registry Editor incorrectly. Use Registry Editor at your own risk.

1. Click "Start", click "Run", type "regedit", and then click "OK" to open Registry Editor.

2. Expand "HKEY_CURRENT_USER", expand "SOFTWARE", expand "MICROSOFT", and then click "IDENTITYCRL".

3. On the "Edit" menu, point to "New", and then click "Key". Type the name "Trace".

4. Select the key "Trace". On the "Edit" menu, point to "New", and then click "Dword value". Type "Level". The key "Level" will be created in the right pane of Registry Editor.

5. In the right pane, double-click "Level".

6. In the "value data" box, type "99", and then click "OK" to save the changes.

7. Restart the computer.

8. Sign in to Windows Live Messenger again to let the issue occur again. When you sign in, the log file is generated in the My Documents folder.

9. If you are using Windows Live Messenger, look for the file MSIDCRL.txt; If you are using Windows Live Messenger look for the file Msidcrltrace{7108E71A-9926-4FCB-BCC9-9A9D3F32E423}.txt.

10. Verify that the file has been created, and then follow these steps to turn off IDCRL logging:
a. Repeat steps 1 and 2.
b. In the right pane of Registry Editor, click "Trace".
c. On the "Edit" menu, click "Delete".
d. Make sure that the "Level" value registry value has been deleted.

To generate File Replication service (FRS) logs for file-sharing issues:

If you have trouble with replication and cannot transfer changes to your contact, send us the FRS logs. The logs are located in the folder C:\Documents and Settings\<Windows user account>\local settings\application data\Microsoft\Messenger\<Messenger e-mail address>\SharingMetadata\Logs folder.

"To continue to help you, I may have to access your account. If I have to access your account, I will have to reset your password. If you do not give me permission to access your account, I may not be able to continue to help you. May I have your permission to access your account if I must? If the answer is yes, please reply by saying, 'You have my permission to temporarily access my account.' As soon as I complete my troubleshooting, I will reset your account back to your original password, and then let you know that the issue has been resolved."

After you send the answers to the forms, I would like to ask for your patience in waiting for our reply. We will need some time to investigate this matter thoroughly. I assure you that we will get back to you once we determine the appropriate resolution steps.

We look forward to receive your reply soon. The more specific details you include, the better our chances of understanding and resolving your concern.  We are always at your service

Kindest regards,

For questions or self-help with Windows Live Messenger, at anytime you may also visit:   https://account.live.com/helpcentral.aspx?mkt=en-us

Best Regards,

Charles
Windows Live Messenger Technical Support

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