May 2011

A small number of you may have problems resetting your password. We are working to resolve this quickly. Some users have succeeded by resetting their password again, but this does not work for everyone. We apologize for the inconvenience

We have just released a hotfix to Skype 5.1 for Mac. With this hotfix we are resolving a startup crash for Mac users who were affected by yesterday's Skype issues.

This update is required to fix a corruption that occurred in a small percentage of users' systems, resulting in some of our community not being able to sign in to Skype. If you have already manually fixed the issue by deleting Skype's configuration file, shared.xml, then the hotfix is not required.

Before downloading you need to ensure that no Skype processes are left running before installing this update, so please be sure to quit your existing Skype application, restart your computer, then begin performing the download.

Start downloading it now.

Yesterday we issued a Skype for Windows update to fix a corruption that occured in a small percentage of users' systems, resulting in some of our community not being able to sign in to Skype.

You need to ensure that no Skype processes are left running before installing this update, so please be sure to quit your existing Skype application, restart your computer, then begin performing the download.

If you're using Skype for Windows, and have experienced this problem logging in, please update Skype to the latest version now.

We plan to release an update to Skype for Mac today to address the same issue, and we'll update you when that becomes available.

Earlier today, a corruption occured in a small percentage of users' systems that resulted in some of our community not being able to sign in to Skype.  We issued some instructions which would allow you to get back online, but understand that they're fairly technical, and have been working hard to produce a version of Skype for Windows which fixes this problem automatically.

If you're using Skype for Windows, and have experienced problems logging in, please update Skype to the latest version now.

We plan to release an update to Skype for Mac tomorrow. Please subscribe to Heartbeat using the links on the right, or follow us on Twitter or Facebook to be notified of updates.

Linux users should follow the instructions for a manual update.

If you're using Skype on your mobile, TV or other device, you should not have been affected by this problem, and should continue to be able to sign in as normal.

We're sorry for any disruption to your calls and chats today.

A small number of you may have had problems signing in to Skype. This predominantly affects people using Skype for Windows. We have identified the problem and will issue a fix in the next few hours.

In the meantime, you can follow the steps below to fix the problem manually.

Windows

   
1. If the Skype icon is displayed in the system tray at the bottom right of the screen, right-click it and select Quit.
   
2. Click Start, type "run" and press Enter. (On Windows XP: Click Start and then Run.)
   
3. Type "%appdata%\skype" and click OK.
   
4. Locate and delete the file shared.xml. The file may be displayed as shared if file extensions are not displayed by default on your computer.  
   
5. If you cannot find this file:
          
   • Click Start, type "run" and press Enter. (On Windows XP: Click Start and then Run.)
          
   • Type "control folders" and click OK.
          
   • In the View tab, ensure that Show hidden files and folders is enabled.
          
   • Repeat the instructions from the beginning.
   
6. Restart Skype.

Mac

   
1. Open Finder and locate the following folder:
   

~/Library/Application Support/Skype

   
2. Delete the file shared.xml.
   
3. Restart Skype.

The ~ sign means your home folder. You can find your home folder by opening Finder and selecting Go > Home from the menu bar or pressing Command (Apple), Shift and H keys at the same time.

Linux

   
1. Go to the following folder:
   

/home/YourLinuxUserName/.Skype

   
2. Delete the file shared.xml.
   
3. Restart Skype.

The Skype folder is a hidden folder - please check Show hidden files in your file browser to view and access it.

On the 17th May 2011, we will change the way we charge for calls to Colombia and Libya.

The new prices will be as follows:

• Colombia: €0.078 per minute (€0.09 per minute including VAT where applicable)
• Colombia - Armenia: €0.078 per minute (€0.09 per minute including VAT where applicable)
• Colombia - Barranquilla: €0.046 per minute (€0.053 per minute including VAT where applicable)
• Colombia - Bogota: €0.046 per minute (€0.053 per minute including VAT where applicable)
• Colombia - Cali: €0.046 per minute (€0.053 per minute including VAT where applicable)
• Colombia - Medellin - €0.078 per minute (€0.09 per minute including VAT where applicable)
• Colombia - Pereira - €0.078 per minute (€0.09 per minute including VAT where applicable)
• Colombia - Mobile - €0.086 per minute (€0.099 per minute including VAT where applicable)
• Colombia - LEX - €0.15 per minute (€0.173 per minute including VAT where applicable)

• Libya: €0.242 per minute (€0.278 per minute including VAT where applicable)
• Libya - Mobile: €0.262 per minute (€0.301 per minute including VAT where applicable)
• Libya- Mobile -Al Hurra: €0.44 per minute (€0.506 per minute including VAT where applicable)

It has just come to our attention that online numbers in Brazil have been turned off today by Transit. As we communicated to our users earlier this week, we had received notification from Transit that they wished to terminate their relationship with Skype. We are looking into the situation with due urgency, and exploring options for our users impacted by Transit's action. As we mentioned in our communications earlier this week, service refunds for numbers and inquiries regarding the service and number portability can be requested directly to Transit Telecom Customer Service at contato@transitbrasil.com.br or at their support number, 103 17 or (11) 3511-0200.