Lois & Clark Forums Forums Fan Fiction Fanfic Related Calling all LabRats

Hobbit level = 1st level support (basically, when you call them and they tell you to reboot right away).

Dear Paul,

Thank you for your reply.

We understand your request for additional help in integrating these old cookies into your Internet Explorer program.

We would be very glad to assist you further however, we are afraid that it is best that you contact Windows to address this problem. We feel that they would be much more competent to resolve your problem as they have the expertise regarding this issue.

We hope you understand our point regarding this issue.

Should you have any further inquiries in the future please do contact us again.


Erik A 2795
EarthLink Electronic Customer Support
EarthLink, Inc.
Case ID 36077006

Tired of Spam? With EarthLink's free spamBlocker you can customize our
settings to eliminate 100% of your unwanted email! For more information
please visit http://www.earthlink.net/spamblocker
Resolve your customer service questions on-line at our Account maintenance
web site. To add email mailboxes, change passwords, or update your credit
card information, go to:
http://myaccount.earthlink.net
We also offer a wide variety of online self help options for technical
issues such as setting up your service, troubleshooting problems, or
just using the Internet and email, you can access clear, step-by-step
instructions at your Support Center:
http://support.earthlink.net



Original Message Follows:
-------------------------

ah, good. someone who understands the problem! a welcome step!

as for the cookie files themselves, they do still exist. i checked that
before. they're sitting there in the directory i mentioned. like i said,
i'd have manually transferred the cookie files, but IE won't recognize them
unless they're properly stored in index.dat. i can't replace index.dat
(losing my new cookies but getting back my old ones) because, as far as
windows is concerned, IE is always active (being an "integrated part of the
operating system") and using the file. not sure if there's anything that
can be done, other than to somehow patch the TA 2004 program so that it
once again uses both directories (tho storing new cookies in the standard
IE folder from now on is definitely a plus), but i'm hoping you can suggest
something i haven't thought of. thanks,

Paul


> [Original Message]
> From: support@earthlink.net <support@earthlink.net>
> To: Paul-Gabriel Wiener <zennerd@earthlink.net>
> Date: 1/10/2004 5:33:49 PM
> Subject: Re: Browsing Problems - Browser settings
(KMM61815806V73525L0KM)
>
> Dear Paul,
>
> Thank you for your reply.
>
> We understand your problem with recovering the old cookies you have in
your old EarthLink program.
>
> You indicated that you had a folder based on your old Earthlink program
which points to your old cookies. Now that you have upgraded to TotalAccess
2004, you now have lost those cookies and you would like us to help you
retrieve them. Unfortunately, this information may have already been lost
already. This may be due to the fact that due to the upgrade to TotalAccess
2004, that old folder may have been replaced or over written by the new one
when you installed TotalAccess 2004.
>
> We hope that this information helped you resolve your inquiry. If ever
you need any further help, feel free to contact us again.
>
>
> Erik A 2795
> EarthLink Electronic Customer Support
> EarthLink, Inc.
> Case ID 36077006
>
> Tired of Spam? With EarthLink's free spamBlocker you can customize our
> settings to eliminate 100% of your unwanted email! For more information
> please visit http://www.earthlink.net/spamblocker
>
> Resolve your customer service questions on-line at our Account
maintenance
> web site. To add email mailboxes, change passwords, or update your credit
> card information, go to:
> http://myaccount.earthlink.net
>
> We also offer a wide variety of online self help options for technical
> issues such as setting up your service, troubleshooting problems, or
> just using the Internet and email, you can access clear, step-by-step
> instructions at your Support Center:
> http://support.earthlink.net
>
>
>
> Original Message Follows:
> -------------------------
>
> certainly. what additional information do you require? i thought i had hit
> all the relevant points in previous emails (see full log below), but if
> there's something missing, please let me know what it is.
>
> Paul
>
>
> > [Original Message]
> > From: support@earthlink.net <support@earthlink.net>
> > To: Paul-Gabriel Wiener <zennerd@earthlink.net>
> > Date: 1/7/2004 4:50:42 PM
> > Subject: Re: Browsing Problems - Browser settings
> (KMM61541027V11715L0KM)
> >
> > Dear Paul,
> >
> > Thank you for your reply.
> >
> > We understand that the resolution previously given did not help solve
the
> issue. We sincerely apologize for the confusion.
> >
> > We would like very much to assist you. Pease provide us with important
> additional information about your situation. This way, we would be able to
> provide the appropriate solution to the technical issues you are having.
> >
> > We will be waiting for your reply. Thank you for your patience.
> >
> >
> >
> > Valerie D 3031
> > EarthLink Electronic Customer Support
> > EarthLink, Inc.
> > Case ID 36077006
> >
> > Tired of Spam? With EarthLink's free spamBlocker you can customize our
> > settings to eliminate 100% of your unwanted email! For more
information
> > please visit http://www.earthlink.net/spamblocker
> >
> > Resolve your customer service questions on-line at our Account
> maintenance
> > web site. To add email mailboxes, change passwords, or update your
credit
> > card information, go to:
> > http://myaccount.earthlink.net
> >
> > We also offer a wide variety of online self help options for technical
> > issues such as setting up your service, troubleshooting problems, or
> > just using the Internet and email, you can access clear, step-by-step
> > instructions at your Support Center:
> > http://support.earthlink.net
> >
> > Original Message Follows:
> > -------------------------
> >
> >
> > that was not the information i needed. as a matter of fact, the email to
> > which you replied was one explaining that this very information is not
> what
> > i needed. please review the full case before responding again. if you
have
> > any further questions, i am more than willing to answer them as best i
> can.
> > i'd be much happier to respond to several rounds of questions than i
would
> > be with repeatedly receiving the same useless information. also, i'd
> > appreciate it if the case was not declared closed (as seems to have
> > happened) before you checked to see if the answer i was given actually
> > resolved the issue.
> >
> > Paul
> >
> > > [Original Message]
> > > From: support@earthlink.net <support@earthlink.net>
> > > To: Paul-Gabriel Wiener <zennerd@earthlink.net>
> > > Date: 1/7/2004 12:30:37 PM
> > > Subject: Re: Browsing Problems - Browser settings
> > (KMM61520104V96498L0KM)
> > >
> > > Dear Paul,
> > >
> > > Thank you for your reply.
> > >
> > > We understand your concern regarding cookies.
> > >
> > > In order to resolve this issue, please follow the steps below:
> > >
> > > Note: EarthLink Total Access utilizes Internet Explorer as its default
> > browser.
> > >
> > > How to Enable Cookies in Internet Explorer:
> > >
> > > 1. From the Start menu, click Settings, and choose Control Panel.
> > > 2. Double-click the Internet Options icon.
> > > 3. Click on the Privacy tab.
> > > 4. Click the Advanced button.
> > > 5. Check the box next to Override automatic cookie handling.
> > > 6. Click the Accept radio button in the First-party Cookies area.
> > > 7. Click the Accept radio button in the Third-party Cookies area.
> > > 8. Check the box next to Always allow session cookies.
> > > 9. Click the OK button.
> > > 10. Click the OK button.
> > >
> > > We hope you find the information helpful. Should you need further
> > assistance, please do not hesitate to contact us. EarthLink is deeply
> > committed to extraordinary customer service. It is our privilege to be
of
> > service to you.
> > >
> > >
> > >
> > > Valerie D 3031
> > > EarthLink Electronic Customer Support
> > > EarthLink, Inc.
> > > Case ID 36077006
> > >
> > > Tired of Spam? With EarthLink's free spamBlocker you can customize
our
> > > settings to eliminate 100% of your unwanted email! For more
> information
> > > please visit http://www.earthlink.net/spamblocker
> > >
> > > Resolve your customer service questions on-line at our Account
> > maintenance
> > > web site. To add email mailboxes, change passwords, or update your
> credit
> > > card information, go to:
> > > http://myaccount.earthlink.net
> > >
> > > We also offer a wide variety of online self help options for technical
> > > issues such as setting up your service, troubleshooting problems, or
> > > just using the Internet and email, you can access clear, step-by-step
> > > instructions at your Support Center:
> > > http://support.earthlink.net
> > >
> > > Original Message Follows:
> > > -------------------------
> > >
> > > that's not the problem. the browser is set up to use cookies. it uses
> the
> > > ones in the standard directory just fine.
> > >
> > > the problem is that earthlink created its own cookie directory, which
> it's
> > > been using since i got this comp, but, with the latest software
update,
> > > it's no longer using that directory.
> > >
> > > i like it better now that earthlink is using the standard windows
> > > directories, but i want to be able to use my old cookies from previous
> > > versions of earthlink. can you help with that?
> > >
> > > thanks,
> > > Paul
> > >
> > >
> > > > [Original Message]
> > > > From: support@earthlink.net <support@earthlink.net>
> > > > To: Paul-Gabriel Wiener <zennerd@earthlink.net>
> > > > Date: 1/6/2004 7:10:57 PM
> > > > Subject: Re: Browsing Problems - Browser settings
> > > (KMM61449121V34122L0KM)
> > > >
> > > > Dear Paul,
> > > >
> > > > Thank you for your reply.
> > > >
> > > > Please follow the below steps to enable your cookies:
> > > >
> > > > 1. Click on Tools.
> > > > 2. Click on Internet Options.
> > > > 3. Click on the Security Tab.
> > > > 4. Click on the Internet Icon.
> > > > 5. Click on Custom Level.
> > > > 6. Look for the Cookies section.
> > > > 7. Under "Allow cookies that are stored on your computer" select
> enable.
> > > > 8. Under "Allow per-session cookies (not stored) select enable.
> > > > 9. Click on OK.
> > > > 10. Click on OK.
> > > > 11. Close Internet Explorer.
> > > >
> > > > We hope this information is helpful for you. If you need further
> > > assistance, please let us know.
> > > >
> > > > Jessica G 2084
> > > > EarthLink Electronic Customer Support
> > > > EarthLink, Inc.
> > > > Case ID 36077006
> > > >
> > > > Tired of Spam? With EarthLink's free spamBlocker you can customize
> our
> > > > settings to eliminate 100% of your unwanted email! For more
> > information
> > > > please visit http://www.earthlink.net/spamblocker
> > > >
> > > > Resolve your customer service questions on-line at our Account
> > > maintenance
> > > > web site. To add email mailboxes, change passwords, or update your
> > credit
> > > > card information, go to:
> > > > http://myaccount.earthlink.net
> > > >
> > > > We also offer a wide variety of online self help options for
technical
> > > > issues such as setting up your service, troubleshooting problems, or
> > > > just using the Internet and email, you can access clear,
step-by-step
> > > > instructions at your Support Center:
> > > > http://support.earthlink.net
> > > >
> > > >
> > > >
> > > > Original Message Follows:
> > > > -------------------------
> > > >
> > > > i haven't received any error messages. the problem is just that IE
> isn't
> > > > loading the old cookies.
> > > >
> > > > here's the deal:
> > > >
> > > > earthlink has its own browser files. they're stored in
> > > >
> > > > c:/doccuments and settings/pgw/application
> > > > data/earthlink/6.0/zennerd@earthllink.net/
> > > >
> > > > that folder has its own favorites and cookies and settings and all
> that.
> > > >
> > > > yesterday, i preformed the latest earthlink software upgrade (to
> > > > 2004.1.42.0 from whatever the immediately prior version was... i
think
> > it
> > > > was still 2004. released in December, if i recall correctly)
> > > >
> > > > since then, IE has not loaded any of the files from the earthlink
> > > directory
> > > > listed above. it's only been loading the cookies and favorites lists
> and
> > > so
> > > > on from
> > > >
> > > > c:/doccuments and settings/pgw/
> > > >
> > > > so, to fix the favorites menu, i copied the contents of:
> > > >
> > > > c:/doccuments and settings/pgw/application
> > > > data/earthlink/6.0/zennerd@earthllink.net/favorites/
> > > >
> > > > to
> > > >
> > > > c:/doccuments and settings/pgw/favorites/
> > > >
> > > > however, the same solution did not work for the cookies because, for
> > some
> > > > reason, i couldn't modify the index.dat file in c:/doccuments and
> > > > settings/pgw/cookies/
> > > >
> > > > so, what i'd like is for my cookies (which have website logins and
> > > > preferences and such) to load properly. either to transfer the
cookies
> > to
> > > > the general cookie directory or to get earthlink to start loading
from
> > its
> > > > own directory again. any suggestions?
> > > >
> > > > thanks,
> > > >
> > > > Paul
> > > >
> > > >
> > > >
> > > >
> > > >
> > > > > [Original Message]
> > > > > From: support@earthlink.net <support@earthlink.net>
> > > > > To: Paul-Gabriel Wiener <zennerd@earthlink.net>; <pgw78@go.com>
> > > > > Date: 1/6/2004 4:44:20 PM
> > > > > Subject: Re: Browsing Problems - Browser settings
> > > (KMM61440320V25231L0KM)
> > > > >
> > > > > Dear Paul,
> > > > >
> > > > > We have received your message however, so we could assist you
> further,
> > > we
> > > > will need more information:
> > > > >
> > > > > * A detailed description of the steps necessary to reproduce your
> > > problem.
> > > > > * The FULL TEXT of any error messages you have received.
> > > > >
> > > > > We will be waiting for your reply. Thank you for your patience.
> > > > >
> > > > > Jessica G 2084
> > > > > EarthLink Electronic Customer Support
> > > > > EarthLink, Inc.
> > > > > Case ID 36077006
> > > > >
> > > > > Tired of Spam? With EarthLink's free spamBlocker you can
customize
> > our
> > > > > settings to eliminate 100% of your unwanted email! For more
> > > information
> > > > > please visit http://www.earthlink.net/spamblocker
> > > > >
> > > > > Resolve your customer service questions on-line at our Account
> > > > maintenance
> > > > > web site. To add email mailboxes, change passwords, or update your
> > > credit
> > > > > card information, go to:
> > > > > http://myaccount.earthlink.net
> > > > >
> > > > > We also offer a wide variety of online self help options for
> technical
> > > > > issues such as setting up your service, troubleshooting problems,
or
> > > > > just using the Internet and email, you can access clear,
> step-by-step
> > > > > instructions at your Support Center:
> > > > > http://support.earthlink.net
> > > > >
> > > > >
> > > > >
> > > > > Original Message Follows:
> > > > > -------------------------
> > > > >
> > > > > Form Message
> > > > >
> > > > > RemoteHost: 207.69.138.135
> > > > > XForwardedForHost: 63.184.225.230, 207.69.138.139
> > > > > UserBrowser: Mozilla/4.0 (compatible; MSIE 6.0; Windows NT 5.1;
.NET
> > CLR
> > > > 1.0.3705; .NET CLR 1.1.4322)
> > > > > Referrer:
> http://support.earthlink.net/support/MYACCT/forms/csform.jsp
> > > > > First Name: Paul-Gabriel
> > > > > Last Name: Wiener
> > > > > Email Address: zennerd@earthlink.net
> > > > > Alternative Email: pgw78@go.com
> > > > > Account Type: Dial-up
> > > > > Issue: Browsing Problems
> > > > > Detailed Issue: Browser settings
> > > > > Operating System:
> > > > > Hardware: intel
> > > > > Application Type: IE6/TA4
> > > > > POP Phone: browser, not email
> > > > > DSL Phone:
> > > > > Domain:
> > > > > Account Verification:
> > > > > Invoice:
> > > > > Message Body: after upgrading to totalaccess 2004, IE stopped
> checking
> > > my
> > > > earthlink directory for cookies and favorites. i was able to copy my
> > > > earthlink favorites over to the standard favorites directory, but i
> > can't
> > > > transfer the cookies. not sure if other settings have been affected.
> > what
> > > > can i do?
> > > > >
> > > > > Paul

We would be very glad to assist you further however, we are afraid that it is best that you contact Windows to address this problem. We feel that they would be much more competent to resolve your problem as they have the expertise regarding this issue.

I'm a bit surprised they told you to contact Windows rather than Microsoft. It's not like Windows is the name of the company, after all, and they ought to know that.