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Troubleshooting tips
By Erfert Fenton
If you experience a problem while using your Internet receiver, there's a good chance the solution is just a few keystrokes away. You just need to know where to look.
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Start with the basics
If you're having trouble using an MSN TV feature such as e-mail or chat, head to the Main Help Index first, and look for the appropriate topic. Depending on the topic, you can take a tour, see basic and advanced instructions, or look at frequently asked questions. For example, if you're having trouble connecting to the MSN TV service, you can choose Help, and then go to the Dialing category and choose Trouble connecting. There you'll see some common questions about connection problems.
Tip: For at-a-glance advice on using various features, go to the Main Help Index and choose Tips Index from the Quick Picks category.
With any luck, your question will be answered right away. But what if it isn't? Then it's time for the Troubleshooter. Scroll to the bottom of the Trouble connecting page (or whatever help page you're on), and choose the Email Us button to summon the Troubleshooter. (Tip: You can also get to the Troubleshooter from the Main Help Index, in the Latest News category.)
The Troubleshooter is an automated tool that walks you through a series of questions about the problem you're having. Let's say you go to a particular Web site and some of the links there don't work, or the graphics don't display correctly. Go to the Troubleshooter, tell it your e-mail address, and choose the Forward button. You'll see an array of categories. In this case, you'd choose External Website, and then answer a series of questions about your problem. In some cases, the Troubleshooter can solve your problem. If it can't, there's an Email Us button on the final page.
This time, the button lets you send an e-mail message to Customer Support. Try to give a detailed account of your problem (for example, the address of the Web site and the links there that didn't work), in order to allow Customer Support to help you better when they respond to your e-mail.
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Find an answer
The Troubleshooter isn't the only troubleshooting tool at your disposal. You can also go to the Main Help Index and choose Find an answer. Type a word or phrase, choose Find, and wait until the search is finished, and then scroll down the page to see what Find an answer has found. For example, if you type web, you'll get lots of info on incompatible Web sites, reporting problems on Web sites, viewing the most recent version of a site, and so on. Give it a try!
Find a human
If you've tried all of the above and still can't find the answer you need, it might be time to call Customer Support. To find the Customer Support phone number and hours of operation, go to the Main Help Index and choose Contact us in the Quick picks category.
We hope these tips will help you find the answers you need, and find them fast.
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