Message: The connection to AOL has been lost, the service has stopped responding

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Message: The connection to AOL has been lost, the service has stopped responding

If you receive the message The connection to AOL has been lost, the service has stopped responding while using the AOL service, try the solutions listed below to resolve the issue. After trying the first solution, check whether you still get the message. If you continue receiving the message, try the suggested solutions until the problem is fixed.

You may wish to print or save a copy of these instructions, as this page may not remain visible as you go through the suggested steps.

Information you need

You will need to know the version of the Microsoft Windows operating system installed on your computer. You can find this information by following the steps given in the online help article How do I determine the version of Windows I have?

You will also need to know the version of AOL Connectivity Service (ACS) installed on your computer before attempting the solutions given below. If you are using AOL 9.0 VR or higher, you have ACS 4 installed on your computer. If you are using AOL 9.0 Optimized, AOL 9.0 Optimized SE/LE, or AOL Security Edition, follow the instructions given in the online help article How do I determine the version of AOL Connectivity Service (ACS) I have?

Solutions


Clear AOL Artwork Database

Note: If you are using AOL Desktop v10.1, please skip this solution.

After some time, the amount of stored artwork on your computer can reduce the efficiency of the AOL software. You can delete the artwork by resetting the amount of space AOL uses to store online art.

Please click the link corresponding to the version of AOL installed on your computer for instructions on how to clear AOL Artwork Database.


Enable essential startup programs

Multiple programs may have been set to start automatically when a computer is turned on. These programs may cause the computer to slow down. Not all startup programs are essential for the proper functioning of your computer. Click the link corresponding to the version of Windows installed on your computer to know how to enable only essential startup programs on your computer.

If you are using Windows 2000/Me/98, you will have to manually close all the programs currently running on your computer to resolve the issue. Please click the link corresponding to the version of Windows you have on your computer for instructions to close all programs.

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Rebuild AOL Adapter

AOL Adapter connects the AOL software to Internet Explorer. Any damage to the adapter can affect the AOL service and your access to the Web. You can fix the damage by rebuilding AOL Adapter.

Please click the link corresponding to the version of ACS installed on your computer for instructions on how to rebuild AOL Adapter.


Delete all connection locations and redetect the modem

Completely deleting the sign on locations and connectivity files removes not only bad access phone numbers but also dialing options and incorrect modem or broadband settings. The AOL software will automatically search for and select the right connection device, and guide you through the process of selecting appropriate access phone numbers and dialing options.

WARNING: You will incur charges on your phone bill if you select an AOL access phone number that is a long-distance call or is not covered by your local calling plan. Please check with your local phone company to determine whether the access phone numbers that you select are local for your calling plan. Remember that members on certain plans may be charged an hourly rate for dial-up connections. See AOL Keyword: My Account for details regarding the charges applicable to your account.

Please click the link corresponding to the version of ACS on your computer for instructions to delete the connection locations and redetect the modem.

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Uninstall and reinstall ACS

The AOL software uses ACS to connect to the AOL service. Uninstalling ACS will allow a fresh copy of the ACS files to be installed. Please click the appropriate link from the table given below to know how to uninstall and reinstall ACS.

Operating System
ACS Version
Windows 7/Vista ACS 4 NA NA NA
Windows XP ACS 4 ACS 3 ACS 2 ACS 1
Windows 2000 ACS 4 ACS 3 ACS 2 ACS 1
Windows Me/98 ACS 4 ACS 3 ACS 2 ACS 1


Scan your computer for viruses using McAfee Internet Security Suite - Special edition from AOL

Virus or spyware may download onto your computer when you download certain software, open attachments received through emails, or visit certain websites. It is usually downloaded onto your computer without your knowledge. Virus or spyware may cause the problem that you are currently experiencing. Please read our online help article Scan my computer for viruses using McAfee to know how to scan your computer for virus and spyware.

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Uninstall and reinstall the AOL software

If the issue persists, we recommend that you uninstall and reinstall the AOL software. Uninstalling the AOL software removes all damaged and non-repairable files, and reinstalling the software installs new, error-free files.

Please click the link corresponding to the version of Windows on your computer for instructions to uninstall the AOL software.


Contact your computer manufacturer or a local technician

We have determined that the issue is not caused by the AOL software. We recommend that you contact your computer manufacturer, or if your computer is no longer under warranty, a local computer repair shop or technician, for further assistance. AOL uses many programs to deliver content to your computer, and these programs should function efficiently for AOL to function correctly. All programs are highly dependent on the computer's operating system and other applications to work properly. It appears that one of the following programs/applications may be the cause of the issue.

  • The operating system
  • Several media players
  • Many text editors and text viewers
  • Microsoft Internet Explorer and other Web browsers

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About this article:
Last updated: 06-10-2014
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