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O2 Business

Connection Manager Issue

 

 

What has happened?

We're really sorry, but we've found a problem with the Connection Manager software that may stop you accessing the internet.  Follow these instructions and we’ll have you back up and running in a few minutes.

How do I know if I’m affected?

Connection Manager will not launch and you may get a Windows message saying "O2 Connection Manager has stopped working. A problem caused a program to stop working correctly".  You won’t be able to access the internet with your dongle until the problem is resolved.

How can the problem be fixed?

The problem can be resolved in just a couple of minutes by deleting two files.

Option 1: Click on the button below and run the file to correct the issue.

Run Patch

Option 2: Follow the steps below. The process will vary slightly based on whether you are using Windows 7, Windows Vista or Windows XP. Details for each version of Windows appear below:

  • Step 1: Go to the "My Computer" option on your PC (found by clicking on the Start menu)
  • Step 2: Double click on the C drive
  • Step 3: Find the following folder (if you can't find these folders, please see the notes below on "Hidden folders")
    • XP users: C:\Documents and Settings\All Users\Application Data\O2CM-CE\O2 Connection Manager
    • Vista and Win7 users: C:\ProgramData\O2CM-CE\O2 Connection Manager.
  • Step 4: Delete the following two files:
    • DataUsgDB_bkp.tsc
    • DataUsgDB.tsc
      (You will probably be asked to confirm you want to delete these files; check they are the correct ones and then confirm delete.)

Note: How to find Hidden Folders
If you can’t see the folders you need to access then your PC operating system will have hidden them.  Different operating systems hide files in different ways so find your operating system below and you can un-hide the files by following these steps:

Please remember to re-hide the folders after you have finished.

Windows XP

To enable the viewing of Hidden files follow these steps:

  1. Close all programs so that you are at your desktop.
  2. Double-click on the My Computer icon.
  3. Select the Tools menu and click Folder Options..
  4. After the new window appears select the View tab.
  5. Put a checkmark in the checkbox labelled Display the contents of system folders.
  6. Under the Hidden files and folders section select the radio button labelled Show hidden files and folders.
  7. Remove the checkmark from the checkbox labelled Hide file extensions for known file types.
  8. Remove the checkmark from the checkbox labelled Hide protected operating system files.
  9. Press the Apply button and then the OK button and close the My Computer window.

Windows Vista

To enable the viewing of Hidden files follow these steps:

  1. Close all programs so that you are at your desktop.
  2. Click on the Start button. This is the small round button with the Windows flag in the lower left corner.
  3. Click on the Control Panel menu option.
  4. When the control panel opens you can either be in Classic View or Control Panel Home view:

If you are in the Classic View do the following:

  1. Double-click on the Folder Options icon.
  2. Click on the View tab.
  3. Go to step 5.

If you are in the Control Panel Home view do the following: 

  1. Click on the Appearance and Personalization link .
  2. Click on Show Hidden Files or Folders.
  3. Go to step 5.
  1. Under the Hidden files and folders section select the radio button labelled Show hidden files and folders.
  2. Remove the checkmark from the checkbox labelled Hide extensions for known file types.
  3. Remove the checkmark from the checkbox labelled Hide protected operating system files.
  4. Press the Apply button and then the OK button and close the My Computer window

Windows 7

To enable the viewing of Hidden files follow these steps:

  1. Close all programs so that you are at your desktop.
  2. Click on the Start button. This is the small round button with the Windows flag in the lower left corner.
  3. Click on the Control Panel menu option.
  4. Click on the Appearance and Personalization link.
  5. Under the Folder Options click on the Hidden files and folders link select the radio button labelled Show hidden files and folders and drives.
  6. Remove the checkmark from the checkbox labelled Hide extensions for known file types.
  7. Remove the checkmark from the checkbox labelled Hide protected operating system files.
  8. Press the Apply button and then the OK button and close the My Computer window.

Still having problems?

Call Pay & Go Customer Services:

  • From your O2 mobile: dial 4445 (25p per call)
  • From a landline: dial 0844 809 0222 (5p per min†)

Opening hours:

  • Monday - Friday 08:00 - 21:00  
  • Saturday 08:00 - 20:00  
  • Sunday 08:00 - 18:00

Frequently Asked Questions

  • How do I know if I have XP, Vista or Windows 7?
    Go to the 'System' option in your Control Panel and Windows will tell you which operating system you are using.
  • What if I have a Mac?
    This issue does not affect Mac users
  • Will this cause anything else not to work on my computer?
    No, we have tested this thoroughly and are confident that this solves the problem and doesn't cause any others
  • Will the problem occur again next year?
    We are continuing our testing to ensure it does not. If any further software changes are required we will let you know.

† 5p per minute from a BT landline, other providers' charges may vary.

 
 

 
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