Common Connection Errors / Solutions

"Please wait a moment while we update your software" stays on the screen

If you're noticing that the message "Please wait a moment while we update your software" is appearing every time you start NetZero, this is normal, as the NetZero software periodically updates itself with new content downloaded from the Internet.

If, however, the message does not disappear and take you to the logon screen, it is possible that the software is having trouble updating itself. In this case, you will have to manually start the update program.

1. Manually install the full version of NetZero
   
   
   1. Click on the Windows Start button, point to Find (or Search) and select Files or Folders.
   2. In the Named field, type NetZero.exe
   3. Ensure that the Look in field indicates My Computer.
   4. Click on the Find now button.
   5. You may find more than one NetZero.exe file. Look for the NetZero.exe found in the staging subfolder of your NetZero directory (usually C:\Program Files\NetZero). Double-click this file to run the installation program.

If the problem persists, you may need to uninstall and reinstall NetZero.

2. Uninstall and reinstall NetZero.

   You should first download a copy of the NetZero install program before you uninstall NetZero from your computer.

   Download NetZero

   1. Download the latest version of NetZero by clicking on the link below:

      http://my.netzero.net/s/download

   2. Enter your Member ID and password, then click on the Submit button.
   3. Select the Full Download, then click on the red Download button.
   4. On the File Download window, click OK.
   5. You will be asked to choose a directory. From the drop down menu, select Desktop so that the download file will be easy to locate.
   6. Once the download is complete, disconnect from NetZero.

   Uninstall your current version of NetZero

   Note: Before proceeding, write down your NetZero Member ID and password for future reference.

   1. Click on the Windows Start button, point to Settings and select Control Panel.
   2. Double-click the Add/Remove Programs icon.
   3. Click once on NetZero to highlight it and click on the Add/Remove button.
   4. Click OK then OK again and close the Control Panel.
   5. Click on the Windows Start button, point to Programs and select Windows Explorer.
   6. Double-click the Program Files folder in the left-side window.
   7. If you see a NetZero folder, highlight it and press the Delete key on your keyboard to remove it.

      NOTE: If a NetZero folder does not exist, you can skip to step 1.

   8. Close Windows Explorer.
   9. Double-click the My Computer icon on your desktop.
   10. Double-click the Dial-Up Networking icon.
   11. Click once on the NetZero icon to highlight it and press the Delete key on your keyboard to remove it.
   12. Restart the computer, and then reinstall the latest version of NetZero.

   Install the latest version of NetZero

   1. If you have a NetZero CD, insert it into your computer and skip to step 3. If you downloaded NetZero.exe from the Internet, find the location where you saved your Setup NetZero.exe file. (Your desktop - if you chose this location in Step e above. If you can't find the file then follow the steps below.)
   2. Double-click the NetZero.exe file.
   3. Follow the on-screen installation instructions.
   4. Your NetZero upgrade is now complete.

   To locate the downloaded NetZero file:

   1. Click on the Windows Start button, point to Find and select Files or Folders.
   2. In the Named field, type: NetZero.exe
   3. Ensure that the Look in field indicates My Computer.
   4. Click on the Find now button.
   5. When the NetZero.exe file is found, double-click on it to run the installation program.