Your AOL® software may be hanging at step 1 for any one of several reasons. After trying the first solution, check to see if you can sign on to the AOL® service. If you are still unable to sign on, continue using 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.
Solutions
Ensure a TCP/IP Connection is Listed
If your location has been changed or removed, the AOL software will need to be configured to use the TCP/IP connection again.
To configure the software to a TCP/IP connection:
1. On the Sign On screen, click the Setup button.
2. Choose the Add a Location option by clicking it, then click the Next button.
3. In the Name box, type TCP/IP, then click the Next button.
4. Click the Add a TCP Connection option to select it, then click the OK button.
5. Click the OK button.
6. Click the Apple® menu, then click Shut Down.
7. After the computer restarts, start the AOL software and sign on.
Back to Top
Power Cycle the Computer, Broadband Modem and Home Network Component
Power cycling the computer, modem, and any home network connections will help them to re-detect one another and the connection.
To power cycle the computer, broadband modem and Home Network component:
1. Click the Apple menu, then click Shut Down.
2. Click the Shut Down button.
3. Unplug the power cable from your Home Networking Device or router. Wait 15 seconds.
4. Unplug the power cable going into the back of your DSL or cable Modem. Wait 15 seconds.
5. Plug the power cable back into your DSL or cable Modem and turn it on.
6. Plug the power cable back into your Home Networking Device or router.
7. Restart the computer and launch the AOL software.
Back to Top
Adjust Locations in the Network Preferences
If the location settings for the Mac OSX software aren't working properly or have become damaged, you will need to adjust or recreate them in the Network Preferences.
To adjust locations in the network preferences:
1. Double-click the MAC HD icon on your desktop.
2. Double-click the Users folder.
3. Double-click the Shared folder.
4. Double-click the America Online folder.
5. Drag the Data folders to the Trash. After the Data folders are trashed, close all open windows and return to the Desktop.
6. Click the Apple menu, click Location, then click Network Preferences....
7. Click the Location: drop-down menu, then click one location at a time to view the configuration setup.
8. On the TCP/IP tab, in the Show: box, ensure Built-in Ethernet is selected.
9. In the Configure IPv4 box, ensure Using DHCP is listed.
Note: If the Configure IPv4: box lists something different, (for example, Manually), it may be a good idea to write down the IP Address, Subnet Mask, and Router details for future reference.
11. Click the Location: drop-down menu, then click New Location.... Name the new location AOL and Today's Date (for example, AOL 01-04-2006), then click the OK button.
12. Click the Location: drop-down menu, then click Edit Locations. Delete the unneeded locations, then click the Done button.
13. With the newly created location listed in the Location: box, click the Apply Now button.
14. Click System Preferences, then click Quit System Preferences.
15. Click the Apple menu, then click Shut Down.
16. Click the Shut Down button.Note: Leave the computer off for at least 10 seconds, then turn the computer back on. This will reset the Network.
17. Click Finder menu to open it, then click Empty Trash.
18. Launch the AOL software. By default, after trashing the data folders, the software should prompt you to setup the AOL software.
19. Choose the Begin Automatic Setup (recommended) option by clicking it, then click the Next button.
20. Choose the Internet Service Provider or Local Area Network(TCP/IP) option by clicking it, then click the Next button.
21. Click the Next button to confirm. The software should now connect.Back to Top
Reconfigure the Network System Preferences
Your Mac OSX Network System Preferences need to be set for PPP options in order for a TCP/IP connection to be established.
To reconfigure the network system preferences:
1. Click the Apple menu, then click System Preferences.
2. Click Network icon.
3. Click the PPPE tab.
4. Click the PPP Options... button.
5. Click the Disconnect when user logs out box to place a check mark in it, ensure no other box is selected, then click the OK button.
6. Click the Apply Now button.
Back to Top
Back Up, Then Uninstall and Reinstall the AOL Software
When You uninstall the AOL® software, you will have to back up your personal files before uninstalling the AOL software.
To backup personal files:
1. Double-click the MAC HD icon.
2. Double-click the Users folder.
3. Double-click the Shared folder.
4. Double-click the America Online folder.
5. Drag only the filing cabinet or screen name icons to the desktop, there will be one for each screen name on the account.
6. Click the back arrow to go back one window to the Shared folder and drag the America Online folder to the Trash. (No data loss will occur. At this point, the only remaining files in this folder are cached files that will rebuild).
7. Click the Red Dot in the left corner of the window to close all windows that were opened.
To uninstall the AOL software:
1. Click the Go menu, then select Applications.
2. Drag the AOL file you wish to remove to the Trash.
3. Repeat this for all copies of AOL you wish to remove. (AOL old, etc.)
4. Click the Red Dots to close all windows.
5. Click the Go menu, then select Home.
6. Double-click the Library folder.
7. Double-click the Preferences folder.
8. Drag the America Online folder to the Trash.
9. Click the Red Dots to close all open windows.
10. Drag any America Online icons on the desktop to the Trash. To remove any AOL icons from the Dock, just drag them off the Dock.
To reinstall the AOL software:
1. Put an AOL® CD in the CD drive, then double-click the Install AOL icon.
2. In the upper left, choose Easy Install from the drop-down menu by clicking it, then click the Install button.
3. Click the OK button.
4. In the Mac OS Password or phrase: box, type the password, then click the OK button.
5. Click the Next button.
6. If you are connecting through a broadband connection or other ISP, click the Port: drop-down menu, click Internet Service Provider to select it, then click the Next button.
7. If necessary, confirm your dialing options, then click the Next button.
8. In the Area Code: box, type your area code, then click the Next button.
9. Click the Next button to begin retrieving access numbers, then follow the onscreen instructions to sign on to the AOL software.
Back to Top
