Cannot connect to the AOL service using a broadband connection

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Cannot connect to the AOL service using a broadband connection

If you are having trouble connecting to the AOL service using a broadband connection, try the solutions listed below to resolve the issue. After trying the first solution, check whether you can connect to the AOL service. If not, continue using the suggested solutions until the problem is fixed.

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


Verify whether the web can be accessed using an external browser

Note: If you are using a dial-up connection to connect to the AOL service, skip to Delete all connection locations and redetect the modem to continue troubleshooting.

Try connecting to the AOL web page with a stand-alone browser, for e.g. Internet Explorer, to determine whether the broadband connection to the Internet works without using the AOL software.

To open Internet Explorer

1. Click Start.
2. In the Search or Start Search box, type Internet Explorer, and then tap the Enter key on your keyboard. Alternatively, select Programs or All Programs, and then click Internet Explorer.
3. In the Address box, type http://www.aol.com, and then press the Enter key on the keyboard.

If the AOL web page opens, try signing on to the AOL software again. However, if you are unable to access the Internet with the external browser, please contact your Internet Service Provider.

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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 or go to http://myaccount.aol.com 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.


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


Disable SystemGuard using McAfee

SystemGuard may be blocking the AOL software from connecting to the AOL service. Disabling SystemGuard may help you resolve this issue. For instructions on how to disable SystemGuard, refer to the Disable SystemGuard section in the online help article SystemGuard in McAfee Internet Security Suite - Special edition from AOL.

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Temporarily disable your firewall or configure McAfee

There may be a firewall or other security software on your computer that is preventing you from connecting to the AOL service. You can temporarily disable your firewall and check whether you are able to connect to the Internet. To learn how to disable the firewall, read our online help article Disable a firewall.


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.

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Contact your Internet Service Provider (ISP)

It looks like your AOL software is functioning correctly, but you are unable to establish a connection to the Internet. Since the AOL software relies on your Internet connection, you will have to contact your broadband service provider to help you troubleshoot the issue further. When you contact your ISP, please make sure that you let the representative know that you are having trouble connecting to the Internet.



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Last updated: 04-07-2011
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