Troubleshooting AOL Desktop 9.7

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Troubleshooting AOL Desktop 9.7

Select the issue you are experiencing from the list below to reveal solutions and troubleshooting steps.

Trouble downloading AOL Desktop 9.7

If you're having trouble downloading AOL Desktop 9.7 from daol.aol.com/software, follow the instructions below to resolve the issue. Please go through the solutions in order to resolve your issue.

Reset web settings

If you've installed another web browser after installing Internet Explorer, some of your Internet Explorer settings may have changed. You can reset your Internet Explorer to its default settings. The homepage, search pages and the default browser will be reset without changing the settings of the other browsers on your computer. Please visit our help article Reset web settings to learn more.

Download from our alternate location

1. Visit daol.aol.com/software/aoldesktop97alt/.

2. Click Download Now.

3. Click Run.

4. Click Run again.

Note: If you are using Windows Vista/7, click Continue.

5. If you are an existing AOL user, select Upgrade Existing Version and choose your previous version of the AOL Desktop software from the available drop-down menu. If you are a new AOL user, select Install New Version. Selecting Upgrade Existing Version will copy your existing mail and address book settings from a previous version of the AOL Desktop software. Once you've chosen an option, click Continue.

6. Select your preferred AOL Desktop 9.7 settings and click Continue.

7. Review your selected settings, choose your install location, review the Terms of Service and Privacy Policy, and then click Install Now.

Download and run the software in compatibility mode

1. Visit daol.aol.com/software/aoldesktop97alt/.

2. Click Download Now.

3. Click Save.

4. Select Desktop, and then click Save.

5. Find the AOL_Desktop_9.7.exe file on your desktop, right-click on the icon, and then click Properties.

6. Click the Compatibility tab.

7. Check the Run this program in compatibility mode (making sure Windows 95 is selected from the drop-down menu) and Run in 256 colors check boxes. Click Apply, and then click OK.

8. On your desktop, double-click the AOL_Desktop_9.7.exe icon.

9. Click Run.

Note: If you are using Windows Vista/7, click Continue.

10. If you are an existing AOL user, select Upgrade Existing Version and choose your previous version of the AOL Desktop software from the available drop-down menu. If you are a new AOL user, select Install New Version. Selecting Upgrade Existing Version will copy your existing mail and address book settings from a previous version of the AOL Desktop software. Once you've chosen an option, click Continue.

11. Select your preferred AOL Desktop 9.7 settings and click Continue.

12. Review your selected settings, choose your install location, review the Terms of Service and Privacy Policy, and then click Install Now.

BURN-YOUR-OWN-AOL-CD

You can create your own AOL CD, and then install AOL Desktop 9.7 from it. BURN-YOUR-OWN-AOL-CD provides instructions on how to download the AOL setup files to your computer and then burn them onto a CD or save them on a flash drive.

Sign On screen is missing in AOL Desktop 9.7

Sometimes you may not be able to see the Sign On screen when you start your AOL Desktop software. Please attempt the solutions below in order to resolve this issue.

Before you start, you'll need to know the version of Microsoft Windows installed on your computer. If you're not sure, please see Determine your version of Microsoft Windows.

Select a solution below to view more information and the appropriate steps.

Reopen the Sign On screen

Someone may have acceidentally closed your Sign On screen. No worries, though, because you can easily reopen it:

1. Start your AOL Desktop software as normal, but do not sign on.

2. From the menu bar, click Sign On, and then select Sign On Screen.

Note: If the Sign On screen is still not visible, click Window, and then select Cascade.

Run Quick Restore

IMPORTANT: Please close your AOL Desktop software before running Quick Restore.

Quick Restore allows you to reset your AOL Desktop software back to its default state by deleting any updates downloaded in the past. This helps resolve issues without requiring you to reinstall the software.

Once Quick Restore is completed, you may receive a series of AOL software updates, also known as AOL TOD (Tools on Demand) updates. For more information on these, please see AOL TOD update.

The instructions on how to run Quick Restore are different; it depends on the version of ACS you have installed on your computer. Select your version of ACS below for more information:

Remove Viewpoint Media Player

If your Viewpoint Media Player is not working properly, it may prevent your Sign On screen from showing up. Uninstalling the Viewpoint Media Player may resolve the issue. Please click the appropriate link given below for instructions on uninstalling the media player.

Enable only essential startup programs

Your computer might have multiple programs that start automatically when your computer is turned on. These programs may cause your computer to slow down. Not all of these programs are essential for your computer to function properly. Please select your version of Microsoft Windows below for more information on disabling non-essential startup programs:

Reinstall your AOL Desktop software

If you've come this far and are still having issues, we recommend that you uninstall and reinstall your AOL Desktop software. This process will repair any damaged AOL Desktop software files.

Note: Uninstalling the AOL Desktop software removes all screen names and settings. Your Personal Filing Cabinet files will automatically be stored on the desktop in a folder named Saved on AOL.

For instructions on how to reinstall your AOL Desktop software, please see Installing and Uninstalling AOL Desktop 9.7.

IMPORTANT: If you have saved your AOL password on the AOL Desktop software, please make sure you remember and write down your password before you uninstall or reinstall. Either of these processes will delete your saved password. If you don't remember your password, we recommend that you change your password before proceeding any further. For instructions on how to change your password or ASQ, refer to the following:

Why do I see the Welcome Screen before the Sign On screen?

If you're not seeing your Sign On screen when you log in to your AOL Desktop software, and instead you're going straight to the Welcome Screen, please see Why do I see the Welcome Screen before the Sign On screen? for more information.

AOL Desktop 9.7 toolbar is displaying incorrectly

If the AOL Desktop software toolbar is displaying incorrectly, follow the instructions below to resolve the issue.

Close and restart

If you haven’t already, close your AOL Desktop software, wait a few minutes, and then reopen it. Once you reopen it, please wait a few minutes to allow your AOL Desktop software to trigger an application cache update. This will update your local cache and fix the issue.

If you are still experiencing an error, continue to the next solution.

Sign on and wait (Dial-up users only)

If you’re experiencing this issue as a dial-up user, please ensure you are signed on properly and then wait 10 minutes. Updates to your application cache can only occur while you are connected to the internet.

If waiting does not resolve your issue, please continue to the next solution.

Run Quick Restore

Running the Quick Restore process will reset your application cache and clear any corruption. For instructions on how to run Quick Restore, please see Run Quick Restore for ACS 4. After you run Quick Restore and reopen your AOL Desktop software, it will display everything as if you’re running a fresh copy. But don’t worry, any customization settings will return when you reopen your AOL Desktop software again. 

Open the AOL Desktop software with the original application cache (advanced users only)

If you’re still having issues, you can open your AOL Desktop software using a special command, which will reset and clear corrupted files from your application cache. We only recommend this step for advanced users.

To open your AOL Desktop software with the original appcache, please follow the instructions below:

1. Click Start.

2. Select Run.

Note: If you're using Windows 8, on your keyboard, press Windows key+R.

3. In the Open field, enter the location of your AOL Desktop software with “-G” without quotes after it.

4. It should look something like C:\Program Files\AOL Desktop 9.7\waol.exe –G. Please see the screenshot below. If this location does not work, please try C:\Program Files\AOL Desktop 9.7 (x86)\waol.exe -G or try changing the directory to D:\ or E:\.

5. Click OK. Your AOL Desktop software will launch with the original application cache and clear any corrupted files.

Unable to view Desktop folder in Attach File window

When you're trying to attach a file to your email, and you're unable to view the Desktop folder in the Attach File window, please follow the instructions below to resolve your issue:

Note: This solution is primarily intended for users with AOL Desktop 9.7, on Windows Vista or Windows 7.

1. Within AOL Desktop, on the menu bar, click Write.

2. At the bottom of the new email, click Attach File.

3. On the left side of the Attach File window, right-click Favorites and select Restore Favorite Links.

Your Desktop folder should now be restored and available as an option.




Features of AOL Desktop 9.7
Archived- Upgrade to the latest version of AOL Desktop 9.7

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Last updated: 06-19-2014
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