Technical Support for Windows Vista®
Q1: Windows® Live™ Messenger 8.1 has stopped working. After signing in or during using MSN, an error message pops up, as the screen capture below shows. I did not encounter this problem with MSN version 8.0.

Here are the details of the affected SW version:
The MSN build number is v8.1.0178.00 or later.
For XP: eDataSecurity v2.2.1084, 2.2.2086, 2.2.4087, 2.2.4088
For Vista: eDataSecurity v2.5.3028, 2.5.3032, 2.5.4032, 2.5.4033, 2.5.4034

A: Please select the location near you and download the patch to resolve the problem.

Q2: How do I upgrade Windows® XP to Windows Vista® SP1?
A: Step 1: Meet the upgrade requirements

Before you start the upgrade, make sure your PC has a Windows Vista® Capable logo or Windows Vista® Premium Ready logo. The logo ensures that your PC meets the minimum requirements to run Windows Vista®. If your PC does not have the logo, we recommend that you refrain from upgrading to Windows Vista®. To find out if your PC is Windows Vista® Capable or Windows Vista® Premium Ready, please click here.

Check for details.

Step2: Back up personal data

Before the upgrade, you should back up all your important data. You can use Acer eRecovery Management to back up the entire system and create a bootable CD/DVD. We highly recommend that you back up your full system volume to CD/DVD with Acer eRecovery Management to ensure that your personal data will not be lost during the system upgrade.

Step3: Upgrade to Windows Vista® SP1

  1. First, visit the Acer download page to get the latest BIOS for your model, and update your system with the latest BIOS. Please do not interrupt the process, and make sure the system is always connected to an AC power supply during the update.

  2. Download the Windows Vista® drivers for your model, and store them in an external storage device (ex: USB flash drive or DVD). If you bought the device from another vendor, check the vendor's support website for the workable driver. If some hardware devices do not work properly or lack a proper driver after the upgrade, you may use the downloaded drivers to update your PC.

  3. Due to architectural changes to Windows Vista®, some Acer applications are not supported anymore. Below is a summary of these applications. Uninstall these applications before the upgrade.

    Acer eRecovery Management The new version of Acer eRecovery Management, which is compatible with Windows Vista®, requires repartitioning your hard disk drive, causing data loss. As a result, the Wizard will not reinstall the new version of eRecovery on your computer under Windows Vista®. However, you will be able to find similar features in the built-in Backup Utility of Windows Vista®, including full system volume backup to a HDD or CD/DVD.
    Acer eAcoustics Management Windows Vista® supports similar functions of eAcoustics so Acer will no longer provide this utility for Windows Vista®.
    Acer ePresentation Management You can easily manage your external monitor settings via Windows Vista® Mobility Center. As a result, we do not support an upgrade to Acer ePresentation Management.
    Acer ePower Management Due to architectural changes to Windows Vista®, Acer ePower Management cannot be upgraded for some models. However, you can easily manage your power settings via Windows Vista® Mobility Center instead.
    Acer ePerformance Management For notebooks only. Since Windows Vista® provides similar resource management functionalities, we will no longer provide this for notebook models with Windows Vista®.
    Acer Arcade™ Deluxe 3.x
    Acer eNet Management 1.x
    Acer eDataSecurity Management 1.x
    Due to architectural changes to Windows Vista®, these applications cannot be upgraded.

    If you are using Norton AntiVirus™, please go to and update it, or uninstall Norton AntiVirus™ before you continue the upgrade.
    If your computer is equipped with a Trusted Platform Module (TPM) or a SmartCard device, and you have enabled some security mechanisms powered by them, please disable those security mechanisms.

  4. Insert the Windows Vista® SP1 operating system disc into the DVD/CD-ROM drive, and follow the instructions to upgrade from Windows® XP.


Q3:  How do I upgrade Windows Vista® to SP1?
A: Step 1: Connect your system to the Internet, and run Windows Update several times. Download and install important updates before updating to Windows Vista® SP1.
  • Windows Update will detect your system configuration and offer the prerequisite packages that are applicable to your system. Based on the state of your system, Windows Update will offer you all of the applicable prerequisite packages and SP1 in sequential order.
  • Check for updates on Windows Update. Go to Control Panel à System and Maintenance à Windows Update and check for updates by clicking on Check for updates in the top left of the task pane.
  • You may be required to reboot the system for further updates.
  • Systems running on Windows Vista® typically require two or three updates before SP1 can be installed. 

Step 2: Install all important updates and the prerequisite updates for SP1.

  • If you have Windows Vista® Ultimate, or Windows Vista® Enterprise, Update for Windows (KB935509) should be on the list.
  • If you have any other version, Update for Windows KB938371 should be on the list. Reboot your system when prompted. If you do not have Windows Vista® Ultimate or Windows Vista® Enterprise, Update for Windows KB938371 should show up first and KB935509 is not required.
  • Reboot and continue to check for updates. Finally, you will see Update for Windows (KB937287). Install it.
  • If you reboot and rescan with Windows Update right away, sometimes you will not see all updates. This may be caused by the installer service completing the installation of the prior update. Please wait 5-10 minutes and scan again (this delay should not be required for the final SP1 release).

Step 3: Install Windows Vista® Service Pack 1 (KB936330).

  • Wait for 10-15 minutes before checking for updates again to allow the installer to complete its self-installation.
  • Check for updates on Windows Update again. Windows Vista® Service Pack 1 (KB936330) should be available.


Q4: Why can I not play DVDs when I am using Windows® Media Player?
A: On Windows Vista® Home Basic and Windows Vista® Business editions, Windows® Media Player does not support DVD playback. We suggest you use the bundled PowerDVD® program to play DVDs. Regarding the limitation of Windows® Media Player on these Windows Vista® editions, refer to the following Microsoft® website for more information:


Q5: Where can I find support for Norton Internet Security™?
A: For Norton Internet Security™ support for Acer customers, please click here.


Q6: How do I install 32-bit Windows Vista® over an existing 64-bit OS?
A: Step 1: Back up your data before proceeding.
Step 2: Insert the enclosed 32-bit Windows Vista® Recovery DVD into the optical drive.
Step 3: Reboot/restart the computer from the 32-bit Windows Vista® Recovery DVD.
Step 4: The wizard will lead you through installing the operating system to the C drive.


Q7: Once I have installed 32-bit Windows Vista® over an existing 64-bit OS, can I switch back to a 64-bit OS?
A: Yes. Please follow these steps:

Step 1: Back up your data before proceeding.
Step 2: Reboot the system and press ALT-F10 during the POST to start Acer eRecovery Management and reinstall the 64-bit operating system.
Step 3: Select Restore system to factory default.
Step 4: The wizard will lead you through formatting the designated drive and installing the 64-bit operating system from the computer hard drive to the designated drive.

Q8: Are there any limitations when switching from 64-bit to 32-bit Windows Vista®?
A: Limitations depend on your hardware configuration and the applications installed on your system. For example, there is a limitation on the maximum memory available using 32-bit Windows Vista®, which is 3.2 GB. If you had more than 3.5 GB of memory under the 64-bit operating system, the maximum available memory in the system will be 3.2 GB under 32-bit Windows Vista®.