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Common Connection Errors / Solutions

Connection Failure - The memberID or password you have entered is incorrect.

If you have recently downloaded or upgraded to the latest version of the NetZero software and are receiving an Error - Invalid Username or Password, please follow the steps below to resolve this issue:

A. Verify the Member ID and Password
B. Download, Uninstall and Reinstall Software
C. Additional Support Options

A. Verify the Member ID and Password

Ensure that you are entering your NetZero Member ID and Password correctly. Note that your Member ID is everything to the left of the @ symbol in your email address. For example, the Member ID for is bobjones.

Be sure to enter your Password all in lower case. If your Password is not working, please ensure that your Caps Lock key is not active.

If you have forgotten your Password, click here.

B. Download, Uninstall and Reinstall Software

Step 1. Download the Latest Version of NetZero Software

  • Click here to download the latest version of NetZero.
  • Select Save when prompted by the File download window.
  • Select Desktop when asked to choose a directory.
  • Click the Save button.
  • Log Off / Disconnect from NetZero, after the download is complete.

Step 2. Uninstall your current version of NetZero Software

Important! Please complete Step 1 before uninstalling your NetZero software to first ensure that you have downloaded the latest version of NetZero software.

  • In Windows, click Start and then click Control Panel. (If you are using Windows XP Classic view, you will click Start, point to Settings, and then click the Control Panel option.)
  • Double-click Add/Remove Programs.
  • Select NetZero and click Add/Remove.
  • Close the Control Panel window.
  • IMPORTANT: Shut Down and Restart your computer.

Step 3. Install the latest version of NetZero Software

  • Double-click on the NetZero Install icon file labeled NetzeroSetup.exe on your Desktop.
  • Follow the on-screen installation instructions to install and set-up your software.
  • Once the software is installed, try connecting to NetZero with your Member ID and Password.

C. Additional Support Options

If you are still experiencing a problem after following the above steps, please use one of the following support options at no charge:

  • Email Support: Send an email to with the Subject line 'Error 691'. We will respond within 2 - 4 hours. Click here to go to NetZero Message Center.

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