Error message: Encarta Encyclopedia failed to connect to the Internet (305298)


The information in this article applies to:

  • Microsoft Encarta 2007
  • Microsoft Encarta 2006
  • Microsoft Encarta Encyclopedia Deluxe 2005
  • Microsoft Encarta Encyclopedia Deluxe 2004
  • Microsoft Encarta Encyclopedia Deluxe 2003
  • Microsoft Encarta Encyclopedia Deluxe 2002 1.0
  • Microsoft Encarta Encyclopedia Standard 2006
  • Microsoft Encarta Encyclopedia Standard 2005
  • Microsoft Encarta Encyclopedia Standard 2004
  • Microsoft Encarta Encyclopedia Standard 2003
  • Microsoft Encarta Encyclopedia Standard 2002 1.0
  • Microsoft Encarta Premium 2007
  • Microsoft Encarta Premium 2006
  • Microsoft Encarta Reference Library 2003 1.0
  • Microsoft Encarta Reference Library 2002 1.0
  • Microsoft Encarta Reference Library 2005 CD-ROM
  • Microsoft Encarta Reference Library 2004 CD-ROM
  • Microsoft Encarta Reference Library 2005 DVD-ROM
  • Microsoft Encarta Reference Library 2004 DVD-ROM
  • Microsoft Encarta Reference Library 2003 - DVD Edition
  • Microsoft Encarta Reference Library 2002 - DVD Edition
  • Microsoft Student with Encarta Premium 2007
  • Microsoft Student 2006
This article was previously published under Q305298

SYMPTOMS

When you click an Internet link in any one of the Microsoft Encarta products listed in the "Applies to" section, or if you click Tools, and then click Update Encarta, you may receive any of the following error messages:
Encarta Encyclopedia failed to connect to the Internet. Please connect to the Internet manually.
Content was not retrieved. We could not retrieve content from the Encarta Website. Please check that your Internet connection is working properly.
The page can not be displayed The page you are looking for is currently unavailable.
Note You may not receive an error message but no content may downloaded or the connection may fail and the download may be incomplete,

CAUSE

This isue may occur if you use any one of the following methods to connect to the Internet:
  • Digital subscriber line (DSL) or cable modem
  • America Online (AOL)
  • Local area network (LAN)
You may be running firewall security software that is preventing the connection. This isue may be caused by a corrupted download of the update files.

RESOLUTION

If you receive an error message immediately when you try to update Encarta or, during the update of Encarta no content is downloaded but no error message is received, try Method 1 to resolve the issue.

Method 1

Remove the Newest Update File

  1. Quit Encarta.
  2. Delete the latest update file (the one that ends in the highest number) in the Updates folder.

    On a Windows 98-based computer:

    C:\WINDOWS\All Users\Application Data\Microsoft\Encarta Reference Library\

    On a Windows XP-based computer:

    C:\Documents and Settings\All Users\Application Data\Microsoft\Encarta Reference Library\

    Note For Encarta 2002 the folder is ST02ADLXD/Updates. For Encarta 2003 the folder is L03AXLRD/Updates. For Encarta 2004 the folder is L04AXLRD/Updates.
  3. Start, and then update Encarta.
For additional information about the location of update files in earlier versions of Encarta, click the following article number to view the article in the Microsoft Knowledge Base:

179415 Multimedia: Program cannot find or recognize update files

For AOL, DSL, or LAN Connections

To work around this issue for AOL, DSL, or LAN connections, follow these steps:
  1. In Encarta, click Tools, and then click Options.
  2. Click to select the Use external browser to browse the Web check box.
  3. Click OK.
If these steps do not resolve the issue, follow these steps:
  1. Click Start, point to Settings, and then click Control Panel.
  2. Double-click Internet Options.
  3. On the Connections tab, click Never dial a connection.

    Note If you use a dial-up modem to connect to the Internet, then selecting this option will require you to manually dial your Internet service provider before you download any information from the Internet. If you are using DSL, a cable modem, AOL, or a LAN to connect to the Internet, then this option should already be selected.
  4. Click OK.
If you are connecting through a LAN, follow these steps:
  1. In Encarta, click Tools, and then click Options.
  2. Click to clear the Ask me for confirmation before connecting to the Internet check box.
  3. Click OK.
If you are using AOL and the steps that are listed earlier in this article do not resolve the issue, follow these steps:
  1. Close all AOL taskbar icons.

    Note You may be able to right-click the icons, and then click Close or Exit.
  2. Log on to AOL, and then start Encarta as you typically would.
Modification Type:MinorLast Reviewed:6/29/2006
Keywords:kbExpertiseBeginner kberrmsg kbprb KB305298 kbAudEndUser
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