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Footslog Support - Ticket ID 12149 Completed

Date submitted: Sat, October 30 at 13:40:20
Category: Software
RAM: 40
Processor: 486
MHz: 66
Operating System: Windows 95
The problem:

Installed Netzero V1.6 (4 disks), read the readme file and installed the communications setup as specified by netxero using dial up network V1.3. The netzero instructions said to uninstall and reinstall the program. Could not find an uninstall icon and netzero did not show in the windows control panel, install/uninstall window. Deleted the netzero folder and reinstlled netzero. Netzero would not dial the modem Still could not properly uninstall netzero. Checked Netzero web site and fould V2.0 was available. Downloaded V2.0 to disk, deleted netzero folder and tried to load V2.0. Disk 2 would not load. Installed AOL V3.0, 32 bit. (AOL V4.0, 16 bit, would not access the Internet from the AOL server. I took 13 calls to AOL tech support to figure this out!) Using AOL, I downloaded the complete netzero V2.0 file to my hard drive. Started installation of this file and got error message: "Uninstaller setup failed to initialize. You may have to manually uninstall this product." Clicked OK and the installation continued. I immediately clicked on cancel until I could solve the uninstall problem. Next I found that I had 4 different errors in my windows files caused by AOL. After over 2 hours on the phone with Microsoft, I finally got these errors corrected and uninstalled AOL. I tried loading netzero V1.6 again on a (different partition of my hard drive different drive designation) and got it to dial correctly and connect. However, I can only get on by using a different name and password each time and then it cuts me off before I have time to access and read any other site. When I try to connect a previously used name and password, I get error messages" "connection problem (645), internal authenication error" and "connection problem (691), member ID/password invalid or we may have temporary system difficultoies" I tried loading netzero V2.0 again. Same error message as before. The first step in the netzero troubleshooting help is to uninstall netzero. I can't do this. QUESTIONS 1. Can you tell me what miscellaneous files netzero V1.6 and V2.0 would have put in other windows directories so I can individually delete them before starting over? 2. Can you give me any other guidance on what would cause the uninstall shield to fail to install from V2.0?

I take it from your description that you have already tried to email NetZero support and followed their suggestions. I've included that dialog at the end of this message if you need it. We have searched extensively for a NetZero install log but have had no success finding one. That is way it has taken us a little longer to get back to you. Just make sure you delete the NetZero folder. The other system files it installs should get overwritten when you reinstall. If you are having problems uninstalling all of your programs it is attributed to a file called uninst.exe that is included with Windows that does the uninstalling for most programs. This file may be corrupt. You would have problems uninstalling everything under Add/Remove programs if this was the case. You will need to get a copy of it from your Windows 95 CD or another Windows 95 machine and over write the file on your computer. We would suggest removing all components installed under your network configuration in the control panel. So go to the control panel, double click the network icon, remove all components and reboot. Next apply the Windows 95 Service pack 1 available from Microsoft if your Windows 95 requires it. Then apply the Dial-up networking 1.3 patch. Next reinstall NetZero again and hopefully you will be running again. If you have AOL on you machine make sure you are using the latest version 5.0 on your machine. Hopefully we have given you something new to go on. Here is the NetZero dialog: There are several steps that we can suggest to help you resolve this type of error. Do not worry - the following instructions should help get you back on track. If you have recently been able to connect to NetZero and have not made any changes to your computer's configuration, then it is likely that the problem is with our server. Please try another access number or attempt to log on at a different time of the day. If you are trying to connect for the first time, you may have a configuration problem on your computer. To ensure that you have Dial-Up Networking installed and configured correctly, complete the following steps: If you are using Windows 98, double-click on MY COMPUTER. If it is not listed, you will need to add it. To add it, complete the following steps: 1. Close back to your desktop. 2. Click on the START button and go to SETTINGS. 3. Click on the CONTROL PANEL and double-click ADD/REMOVE PROGRAMS. 4. Click on the WINDOWS SETUP tab, and double-click on COMMUNICATIONS. 5. Check DIAL-UP NETWORKING and click OK. 6. Click OK again to exit. If you are using Windows 95, verify what version you have. You may need to download the latest Dial-Up Networking (version 1.3). 1. Right-click on MY COMPUTER and left-click on PROPERTIES. 2. On the right-hand side, it will tell you the version number for Microsoft Windows 95, starting with 4.00.950. A. If you have a letter "C" after 4.00.950, then you should already have the latest version of Dial-Up Networking. B. If you have the letter "A", "B", or no letter at all, you will need to download the newer version of Dial-Up Networking. You can download it from Once you have downloaded this file, double-click it to complete the installation of the new version of Dial-Up Networking. Note: If you have no letter after your 4.00.950, we also recommend that you download Service Pack 1 for Windows 95 at and install it. This patch fixes many of the bugs for Windows 95. 3. Once you have verified the installation of your Dial-Up Networking, you must ensure that your network configuration is correct. A. Uninstall NetZero by going to CONTROL PANEL and double-clicking ADD/REMOVE PROGRAMS. B. Highlight NetZero and click ADD/REMOVE. C. Click OK and OK again to get back to Control Panel. Close CONTROL PANEL. D. Double-click MY COMPUTER. E. Double-click on DIAL-UP NETWORKING. Delete the NetZero icon. F. Close DIAL-UP NETWORKING and MY COMPUTER. G. Go back into the CONTROL PANEL and double-click NETWORK. H. Remove Dial-Up Adapter, Client for Microsoft Networks, and Microsoft Family Logon. To remove them, highlight one of the items at a time and click the REMOVE button. I. Once all necessary items have been removed, click OK. It may ask you for your Windows CD-ROM. Insert it and click OK. J. When it asks you to reboot, click YES. K. After the computer has finished rebooting, go back into the Control Panel and double-click NETWORK Add Client for Microsoft Networks: 1. Click the ADD button. 2. Select Client. 3. Click the ADD button. 4. From the Manufacturers list, select Microsoft. 5. From the Network Clients list, select Client for Microsoft Networks. 6. Click the OK button. Add a Dial-up Adapter: 1. Click the ADD button. 2. Select Adapter. 3. Click the ADD button. 4. From the Manufacturers list, choose Microsoft. 5. From the Network Adapters list, choose Dial-up Adapter. 6. Click the OK button. Add TCP/IP: 1. Click the Add button. 2. Select Protocol. 3. Click the ADD button. 4. From the Manufacturers list, choose Microsoft. 5. From the Network Protocol list, choose TCP/IP. 6. Click the OK button. 7. Highlight TCP/IP and click PROPERTIES. 8. Click on the DNS CONFIGURATION tab and make sure that "Disable DNS" is dotted. 9. Click on the WINS CONFIGURATION tab and make sure that "Disable WINS Resolution" is dotted. 10. Click OK. 11. Click OK again to save the settings and exit. When the computer asks you to reboot, click YES. Once the computer has finished rebooting, install NetZero and try to login.


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