- May 25, 2008
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- 0
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i got this email from the windows staff people, and its worked for me, webcam now works on msn:
To resolve your issue, I suggest you to uninstall Windows Live Messenger and then perform a clean installation of Windows Live Messenger.
Please take note that this is different from the conventional un-installation and reinstallation of Windows Live Messenger because a clean installation includes deleting all traces of Windows Live Messenger files completely from your computer and then installing it back again. Please follow the instructions below:
Note: To see the detailed steps with screenshots of performing a clean installation, you may also refer to the link below:
http://messenger-support.spaces.live.com/blog/cns!8B3F39C76A8B853F!15378.entry
Here are the steps:
Step 1- Remove Windows Live Messenger from the computer.
a. Exit Windows Live Messenger.
b. Click Start, type appwiz.cpl in the Search bar, and then press ENTER.
c. On the Add or Remove Programs window, click on Windows Live Messenger or Windows Live Essentials, and then click Uninstall/Change
d. Select Uninstall, click Continue.
e. Under Select the programs you want to uninstall, tick the checkbox on all programs (Messenger, Mail, Photo Gallery, Toolbar, Writer), click Continue.
Step 2
- Remove the temporary files and folders from the computer
a. Click Start, type cleanmgr in the Search bar, and then press ENTER.
b. In the Disk Cleanup options window, click My Files only.
c. On the Disk Cleanup tab, make sure that only the following options are selected:
- Downloaded Program Files
- Temporary Internet Files
- Temporary files
- Hibernation File Cleaner
- Setup Log Files
- Recycle Bin
- Thumbnails
d. Confirm deletion of files, and then run the Disk Cleanup utility.
Step 3
- Delete Windows Live Messenger related cache files:
- Right-click the Start (Windows Logo Pearl button) button, and then click Explore to open Windows Explorer. On the Organize menu, click Folder and Search Options. On the View tab, in the Advanced settings list, select the Show hidden files and folders check box under Hidden Files and Folders. Note: This step is to refresh your Windows Live Messenger e-mail address stored in your computer.
a. Click Start, On Start Search box, type the dot sign (.) and then press Enter, double-click AppData folder, double-click Local folder, double-click Microsoft folder. Delete the Windows Live Contacts folder.
b. Click Start, On Start Search box, type the dot sign (.) and then press Enter. Delete the Contacts folder.
Step 4
- Delete Windows Live Messenger-associated registry keys.
Important: The following steps contain information about how to modify 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, visit the following Web site: 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
a. Click Start, type CMD in the Search bar and then press ENTER to open the command window.
b. Type the following commands exactly as they appear below. Press ENTER after typing each command to execute the command.
Note: In some case you may encounter the error that the key does not exist, please go to the next command. If you have typed the command correctly, this may be because the key has already been removed earlier or does not exist on your machine.
REG DELETE HKLM\Software\Microsoft\MSNMessenger /f
REG DELETE "HKLM\Software\Microsoft\Windows Live\Messenger' /f
REG DELETE HKCU\Software\Microsoft\MSNMessenger /f
REG DELETE "HKCU\Software\Microsoft\Windows Live\Communications Clients\Shared" /f
REG DELETE HKCU\Software\Microsoft\IdentityCRL /f
Step 5
- Restart the computer.
Step 6
- Reinstall Windows Live Messenger:
a. Start Microsoft Internet Explorer and then visit:
http://download.live.com
b. Click Download button.
c. Follow the Messenger installation wizard to completely install Messenger from your computer.
Step 7
- Restart your computer and then verify this issue.
If all the above troubleshooting steps did not resolve the issue, we need you to generate a fresh connectivity log from your computer. Connectivity log is a computer generated data that contains information about the errors that you have encountered. This will enable us to give you the most likely solution for your issue. Below are the steps on how to generate the said log.
Before doing these steps, make sure to exit Windows Live Messenger and that it is not running on your computer.
-In the notification area, right-click the Windows Live Messenger icon, and then click "Exit", beside your system time.
A. Delete the old log files.
1. Click Start, On Start Search box, type the dot sign (.) and then press Enter or click OK.
2. Double-click the Application Data or AppData folder, double-click Local folder double-click Microsoft, and then double-click Messenger.
3. In the Messenger folder, look for the MsnMsgr.txt and ContactsLog.txt files and delete them.
4. If you don't see the MsnMsgr.txt file, please proceed to step B to enable the connection logging.
B. Turn on connection logging if the feature is not yet enabled.
1. Start Windows Live Messenger but do not sign in.
2. On the Tools menu, click Options.
3. In the left navigation bar, click Connection.
4. Click Advanced Settings.
5. Under Connection Logging, make sure that the Save a log of my server connections to help troubleshoot connection problems check box is selected.
6. Click OK.
C. Try to sign in to Windows Live Messenger again to replicate the error or issue being encountered with the service. A new connectivity log file, MSNMsgr.txt, is created the moment a sign in attempt to the service is made. When errors or issues are encountered, the connection logging feature will capture their logs.
D. Access the newly generated MsnMSgr.txt and ContactsLog.txt by following the steps in A. Please attach the files on your e-mail response to us.
Furthermore, we need the system information logs from your computer for us to pinpoint the exact cause of this issue.
Here are the steps to generate your computer logs (System information):
1. Click Start button , type msinfo32 in the Start Search box, and then press ENTER to open the System Information Window. It may take several seconds for the information to be gathered and displayed.
2. In the System Information window, click Save on the File menu. Save the file to a desired location.
3. Locate the file that you saved, right-click the file, point to Send to, and then select Compressed (zipped) Folder. A compressed file will be created in the same folder. Attach this file to your reply.
After sending your response to us, I would like to ask for your patience in waiting for our reply. We need some time to thoroughly examine this matter. Be assured we will immediately get back to you once we determine the appropriate resolution for your issue.
Thank you for contacting Windows Live Messenger Technical Support. Have a great day.
To resolve your issue, I suggest you to uninstall Windows Live Messenger and then perform a clean installation of Windows Live Messenger.
Please take note that this is different from the conventional un-installation and reinstallation of Windows Live Messenger because a clean installation includes deleting all traces of Windows Live Messenger files completely from your computer and then installing it back again. Please follow the instructions below:
Note: To see the detailed steps with screenshots of performing a clean installation, you may also refer to the link below:
http://messenger-support.spaces.live.com/blog/cns!8B3F39C76A8B853F!15378.entry
Here are the steps:
Step 1- Remove Windows Live Messenger from the computer.
a. Exit Windows Live Messenger.
b. Click Start, type appwiz.cpl in the Search bar, and then press ENTER.
c. On the Add or Remove Programs window, click on Windows Live Messenger or Windows Live Essentials, and then click Uninstall/Change
d. Select Uninstall, click Continue.
e. Under Select the programs you want to uninstall, tick the checkbox on all programs (Messenger, Mail, Photo Gallery, Toolbar, Writer), click Continue.
Step 2
- Remove the temporary files and folders from the computer
a. Click Start, type cleanmgr in the Search bar, and then press ENTER.
b. In the Disk Cleanup options window, click My Files only.
c. On the Disk Cleanup tab, make sure that only the following options are selected:
- Downloaded Program Files
- Temporary Internet Files
- Temporary files
- Hibernation File Cleaner
- Setup Log Files
- Recycle Bin
- Thumbnails
d. Confirm deletion of files, and then run the Disk Cleanup utility.
Step 3
- Delete Windows Live Messenger related cache files:
- Right-click the Start (Windows Logo Pearl button) button, and then click Explore to open Windows Explorer. On the Organize menu, click Folder and Search Options. On the View tab, in the Advanced settings list, select the Show hidden files and folders check box under Hidden Files and Folders. Note: This step is to refresh your Windows Live Messenger e-mail address stored in your computer.
a. Click Start, On Start Search box, type the dot sign (.) and then press Enter, double-click AppData folder, double-click Local folder, double-click Microsoft folder. Delete the Windows Live Contacts folder.
b. Click Start, On Start Search box, type the dot sign (.) and then press Enter. Delete the Contacts folder.
Step 4
- Delete Windows Live Messenger-associated registry keys.
Important: The following steps contain information about how to modify 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, visit the following Web site: 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
a. Click Start, type CMD in the Search bar and then press ENTER to open the command window.
b. Type the following commands exactly as they appear below. Press ENTER after typing each command to execute the command.
Note: In some case you may encounter the error that the key does not exist, please go to the next command. If you have typed the command correctly, this may be because the key has already been removed earlier or does not exist on your machine.
REG DELETE HKLM\Software\Microsoft\MSNMessenger /f
REG DELETE "HKLM\Software\Microsoft\Windows Live\Messenger' /f
REG DELETE HKCU\Software\Microsoft\MSNMessenger /f
REG DELETE "HKCU\Software\Microsoft\Windows Live\Communications Clients\Shared" /f
REG DELETE HKCU\Software\Microsoft\IdentityCRL /f
Step 5
- Restart the computer.
Step 6
- Reinstall Windows Live Messenger:
a. Start Microsoft Internet Explorer and then visit:
http://download.live.com
b. Click Download button.
c. Follow the Messenger installation wizard to completely install Messenger from your computer.
Step 7
- Restart your computer and then verify this issue.
If all the above troubleshooting steps did not resolve the issue, we need you to generate a fresh connectivity log from your computer. Connectivity log is a computer generated data that contains information about the errors that you have encountered. This will enable us to give you the most likely solution for your issue. Below are the steps on how to generate the said log.
Before doing these steps, make sure to exit Windows Live Messenger and that it is not running on your computer.
-In the notification area, right-click the Windows Live Messenger icon, and then click "Exit", beside your system time.
A. Delete the old log files.
1. Click Start, On Start Search box, type the dot sign (.) and then press Enter or click OK.
2. Double-click the Application Data or AppData folder, double-click Local folder double-click Microsoft, and then double-click Messenger.
3. In the Messenger folder, look for the MsnMsgr.txt and ContactsLog.txt files and delete them.
4. If you don't see the MsnMsgr.txt file, please proceed to step B to enable the connection logging.
B. Turn on connection logging if the feature is not yet enabled.
1. Start Windows Live Messenger but do not sign in.
2. On the Tools menu, click Options.
3. In the left navigation bar, click Connection.
4. Click Advanced Settings.
5. Under Connection Logging, make sure that the Save a log of my server connections to help troubleshoot connection problems check box is selected.
6. Click OK.
C. Try to sign in to Windows Live Messenger again to replicate the error or issue being encountered with the service. A new connectivity log file, MSNMsgr.txt, is created the moment a sign in attempt to the service is made. When errors or issues are encountered, the connection logging feature will capture their logs.
D. Access the newly generated MsnMSgr.txt and ContactsLog.txt by following the steps in A. Please attach the files on your e-mail response to us.
Furthermore, we need the system information logs from your computer for us to pinpoint the exact cause of this issue.
Here are the steps to generate your computer logs (System information):
1. Click Start button , type msinfo32 in the Start Search box, and then press ENTER to open the System Information Window. It may take several seconds for the information to be gathered and displayed.
2. In the System Information window, click Save on the File menu. Save the file to a desired location.
3. Locate the file that you saved, right-click the file, point to Send to, and then select Compressed (zipped) Folder. A compressed file will be created in the same folder. Attach this file to your reply.
After sending your response to us, I would like to ask for your patience in waiting for our reply. We need some time to thoroughly examine this matter. Be assured we will immediately get back to you once we determine the appropriate resolution for your issue.
Thank you for contacting Windows Live Messenger Technical Support. Have a great day.
