You may receive a "Cannot connect to the Windows Live ID service" error message when you sign-in to Windows Live Family Safety

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Article ID: 945741
Important This article contains information about how to modify the registry. Make sure that you back up the registry before you modify it. Make sure that you know how to restore the registry if a problem occurs. For more information about how to back up, restore, and modify the registry, click the following article number to view the article in the Microsoft Knowledge Base:
322756 How to back up and restore the registry in Windows XP and Windows Vista
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When you sign in to Windows Live Family Safety for the first time, you may receive the following error message:
Cannot connect to the Windows Live ID service


The proxy settings for the network service may not be set correctly or may have become outdated. With certain settings incorrectly set, you may still be able to connect to your Windows Live account by using Windows Live Messenger and your browser, but when you try to connect to Windows Live Family Safety, you receive the error message that is mentioned in the "Symptoms" section.


If you are accessing the Internet through a proxy server and are experiencing difficulty signing in, try the steps in this article to update your registry settings.
Note This problem has not been reported on Windows Vista-based computers.
Check the following things:
  • Is your access to the network interrupted?
    • Is the wireless connection working correctly?
    • For hard-wired connections, is the cable plugged in?
  • Is this the first time that you are signing in to Family Safety?
  • Do you use a proxy server? If you do not know if you use a proxy server, contact your network administrator.
If you answered "yes" to all these questions, follow these steps.

Warning Serious problems might occur if you modify the registry incorrectly by using Registry Editor or by using another method. These problems might require that you reinstall the operating system. Microsoft cannot guarantee that these problems can be solved. Modify the registry at your own risk.
  1. Click Start, click Run, type regedit.exe, and then click OK.
  2. Locate and then select the following key:
    HKEY_USERS\S-1-5-20\Software\Microsoft\Windows\CurrentVersion\Internet Settings
  3. Right-click, and then click Export.
  4. Name the file temp and save it to your desktop.
    Note The file will be named temp.reg. You can double-click this file later to restore this key in your registry if that becomes necessary.
  5. Delete all values and subkeys under the Internet Settings key, but do not delete the Internet Settings key itself.
    Important Do not delete the Internet Settings registry key.
  6. Exit Registry Editor.
  7. Click Start, click Run, type net stop fsssvc, and then click OK.
  8. Open and then sign in to Windows Live Family Safety.
Note This is a "FAST PUBLISH" article created directly from within the Microsoft support organization. The information contained herein is provided as-is in response to emerging issues. As a result of the speed in making it available, the materials may include typographical errors and may be revised at any time without notice. See Terms of Use for other considerations.


Article ID: 945741 - Last Review: June 21, 2014 - Revision: 1.0
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