Msn cannot connect to server

[bagellad]

Had a customer who I had done a virus removal about 6 months previous, they said their MSN wouldn't connect ever since I left... MSN says it might be an issue with the server or the firewall but it isn't.

This is on VISTA, over wireless on a laptop

troubleshooting steps..

upgraded MSN live
Repaired Msn live
reinstalled MSN LIVE
turned off firewall,
checked other computer on network msn works
Windows pc seems connected to an apple router not sure if thats an issue.
removed norton with removal tool (this has fixed networking issues before)
checked all other internet connections seem to work
MSN auto tester says its an issue with the key ports.
Moved some detected viruses with malware bytes, installed AVG.
Suggested she have her daughter use web msn for time being.

Any suggestions?
I didn't want to try a restore due to the long length of the issue and its constant use since then.

It also had some weird program called wefi which seemed kind of shady.. but all the rest of the internet worked.

 

[NickCat11]

Have you tried hardwiring it directly to the modem, eliminating the router? If so, did it work?

 

[Doctor Micro]

I doubt if it has anything to do with the modem or the router, but it certainly can't hurt to try a direct connection. If you already turned off the firewall and security software, that's not it. Since the MSN troubleshooter wants to point to a port problem, a direct connection or possibly using a different NIC might help, but I doubt it.

I think your biggest clue is that MSN stopped working right after the virus cleanup 6 months ago. I'm not sure why they waited 6 months to tell you, but that's another story, I guess. Unfortunately, any System Restore points going back that far are probably long gone, so that's no help.

On relatively rare occasions, I've had OS glitches, or issues with one or more application software after a pretty heavy-duty virus clean. Sometimes I catch it while it's still in the shop, but it's not uncommon for it not to show up until the user opens up an application that they only use occasionally. It may be a registry key or value, .dll or .ocx file that was corrupted, or possibly deleted during the cleanup. Doing a repair or a reinstall on top of the original doesn't always fix it.

I'd suggest removing MSN entirely, and doing a registry clean-out for all MSN-related entries (perhaps Glary Utilities or CCleaner might give you a jump on this). Also remove MSN directories in Program Files, and in the User Account files. Reboot. Then purge the SFC cache and run a SFC check with the OS install disk. Reboot again.

Download the most recent MSN software, reinstall and cross your fingers.

 

[Majestic]

Had a customer who I had done a virus removal about 6 months previous, they said their MSN wouldn't connect ever since I left... MSN says it might be an issue with the server or the firewall but it isn't.

This is on VISTA, over wireless on a laptop

troubleshooting steps..

upgraded MSN live
Repaired Msn live
reinstalled MSN LIVE
turned off firewall,
checked other computer on network msn works
Windows pc seems connected to an apple router not sure if thats an issue.
removed norton with removal tool (this has fixed networking issues before)
checked all other internet connections seem to work

MSN auto tester says its an issue with the key ports.
Moved some detected viruses with malware bytes, installed AVG.
Suggested she have her daughter use web msn for time being.


Any suggestions?
I didn't want to try a restore due to the long length of the issue and its constant use since then.

It also had some weird program called wefi which seemed kind of shady.. but all the rest of the internet worked.

Have you made sure the time and date are set correctly? Msn won't log in with the wrong settings.

Majestic

 

[jackz]

Anything dodgy in the hosts file?

 

[DohIForgot]

Host file was the first thing I was thinking as well. It's less common now than before, but the problem still exists.

Other than that, connect your laptop directly to the router and attempt the same connection. Apple router shouldn't cause the problem out of the box (I use one).

Also, any errors in the Application or Security logs pointing to something else on the system?

 

[l337]

u cant kill msn completly by using host files (ive tried ) but id say just completly remove it reinstall etc and see how that goes aswell as run Winsock fix just to make sure winsock is all clear

 

[bagellad]

Hi, just an update... I went over in an unrelated matter to the customers house today and it looks like, no microsoft program can connect, windows update, windows defender, msn.. is there some part of vista that tells them which server to try to connect to or something?

 

[Tweak]

Both may seem silly but....is it an nVidia network adapter you are using and have you tried Safe Mode w/ Networking?

 

[iisjman07]

Had a customer who I had done a virus removal about 6 months previous, they said their MSN wouldn't connect ever since I left...

That can't be right, people don't sit around for 6 months waiting before asking you to fix it.

 

[ProTech Support]

That can't be right, people don't sit around for 6 months waiting before asking you to fix it.

Yea they do. I had a customer buy a custom built computer, I had some issues with the customer in the past so I had them sit down and use the computer in my shop before they took it home. Everything was good to go and the computer was sold.

8-9 months later I get a call that the sound has not been working since the day she bought the computer. Now it was working when it was in my shop, so I just did some basic phone troubleshooting. Come to find out she did not realize that she had to plug her speakers into the wall.

Moral of the story, if she didn't know at that point, she didn't know before and went 8 months without it.