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This is a follow up on your issue in MSN Video where you are still being prompted to download Adobe Flash Player even after installing the program in your computer.

My name is April and I am sorry for the inconvenience and for the delay in getting back to you.

We appreciate the time you took in reporting this issue to us. The following are the possible reasons why you have been prompted with this error message:

- A corrupted Adobe Flash player.
- SpyWare or AdWare programs have been installed on your computer.
- Your Microsoft Internet Explorer security settings are set too high.
- ActiveX controls are disabled on your browser.

The troubleshooting steps below will help you resolve the problem you are experiencing. You may have doen some of them but I still suggest that you do them again.

Note: Before proceeding, please make sure you are the administrator of the computer. Only the administrator has the proper permissions to change any settings on a computer. If you are on a corporate network, please contact your system administrator for more information. If you are on a home network, login with an account that has administrative permissions. If you are unable get administrative permissions, get a person who can perform the changes for you.

A. Uninstall and then reinstall your current version of Adobe Flash.

1. To uninstall Adobe Flash using an uninstaller, please follow the recommended steps from Adobe.
a. Go to http://www.adobe.com/cfusion/knowledgebase/index.cfm?id=tn_14157.
b. Download the appropriate executable file and follow the steps in the wizard.

If the automatic uninstall does not work, try a manual uninstall. To manually uninstall Flash Player ActiveX Control on Windows, follow the recommended steps from Adobe. Please click on the link below:

http://www.adobe.com/cfusion/knowledgebase/index.cfm?id=tn_12727

3. Restart your computer.
4. Reinstall Flash Player. To install the latest version of Adobe Flash Player, click the link below:

http://www.adobe.com/shockwave/download/...=ShockwaveFlash

B. Check if there are SpyWare or adware programs and other deceptive software on your computer.

These may conduct certain activities on your computer without notifying you and getting your permission first. These activities may include displaying pop-up advertisements, changing Web browser settings, and collecting personal information including your password. There are a variety of tools that can detect and remove unwanted software from your computer. To learn more about SpyWare and download the detection and removal tools, please go to:

http://www.microsoft.com/downloads/detai...&displaylang=en

C. Lower your Microsoft Internet Explorer security setting.
When Internet Explorer security settings are set to â??High,â?? it will not allow the necessary ActiveX controls to be used. To reset the Internet Explorer security settings for the current webpage, please follow these steps:

1. Start Internet Explorer.
2. Click â??Internet Optionsâ?? from the â??Toolsâ?? menu. The â??Internet Optionsâ?? window should appear.
3. Click on the â??Securityâ?? tab.
4. Click on the â??Default Levelâ?? button.
5. Click on â??Applyâ?? and then â??OK.â??

D. Enable ActiveX controls.
ActiveX is not a programming language. It is a set of rules that tells software applications, like games, how to share information and operate in Windows Operating System. Therefore, when this is disabled, MSN Video may not operate properly.

1. Click â??Internet Optionsâ?? from the â??Toolsâ?? menu. The â??Internet Optionsâ?? window should appear.
2. Click on the â??Securityâ?? tab.
3. Click on the globe icon for "Internet.".
4. Click on the "Custom Level" button. The "Security Settings" window should appear.
5. Go to the "Settings:" frame and select "Enable" for each of the five options under "ActiveX controls and plug-ins."

- â??Automatic prompting for ActiveX Controlsâ??
- â??Download signed ActiveX Controlsâ??
- â??Download unsigned ActiveX Controlsâ??
- â??Run ActiveX controls and plug-insâ??
- â??Script ActiveX controls marked safe for scriptingâ??

6. Click "OK." A "Warning!" dialog box should appear. Click "Yes."
7. Click "OK" to close the "Security Settings" box.
8. Click "OK" to apply the changes.
After applying the steps above, please try to view videos again at:

http://video.msn.com

If you continue to experience issues viewing videos, you may also want to try a few troubleshooting steps that have helped resolve similar issues in the past.

I. Clear temporary Internet files and cookies. Temporary Internet files store the information your computer exchanges with the websites you visited. These files facilitate the communication between your computer and the websites. As time passes, these files become cluttered and can adversely affect the communication. Therefore, we have to clean up the clutter to ensure seamless communication. To clean up:

1. Click â??Internet Optionsâ?? from the â??Toolsâ?? menu. The Internet Options window should appear.
2. From the "General" tab, under "Temporary Internet files," click on the "Delete Files" button to delete the cache. The "Delete Files" dialog box appears.
3. Place a check mark on the "Delete all offline content" box, and then click on â??OK.â??
4. Click on the "Delete Cookies" button to delete the cookies. When the "Delete Cookies" box appears, click "OK."
5. Click on "OK" to close the Internet Options window.

II. Clear temporary files stored in your computer. The Windows Temp folder also acts like the temporary Internet files. To remove Windows Temp folder:

1. Click on the Windows "Start" menu.
2. Click "Run." The "Run" dialog box should appear.
3. Type "%temp%" (without the quotes) on the space provided.
4. Click "OK." The Temp window should appear.
5. Click on the "Edit" menu and then click on "Select all" to select and highlight all files in this folder.
6. Click on "File" menu and then select "Delete."
7. Click on the "File" menu again and the click "Close" to close the window.
Note: You may not be able to remove all files listed in the folder if one of the files is being used by an application that is open.

III. Empty your Windows Recycle Bin.

1. Right-click the Recycle Bin icon from the desktop.
2. Click on "Empty Recycle Bin."
3. Click "Yes" once you are prompted with a confirmation.

The steps above should help resolve this issue. Please restart your computer and try viewing videos again at:http://video.msn.com

You are a valuable customer to MSN and we are glad to give you consistent and effective service. Thank you for using MSN Entertainment.


Sincerely,

April
MSN Entertainment Technical Support

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