You may receive the message, "An error occurred while loading the page" followed by either the message, "Object doesn't support this property or method" or the message, "'Prefetch' is undefined," when using AOL® WebMail. These messages can occur for any one of several reasons. After trying the first solution, check to see if you can access AOL WebMail. If you are still unable to access AOL WebMail, continue using the suggested solutions until the problem is fixed.
Note: AOL WebMail is not designed for dial-up connections. AOL members attempting to access AOL WebMail through a dial-up connection, either with the AOL® client or a third-party dial-up connection, may encounter difficulties connecting with and using the Web site. AOL WebMail should not be used in concurrence with the AOL client either inside the client software or in another browser window while the client software is launched.
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. If you do not know how to find this information, follow the instructions in the online help article entitled How do I determine the version of Windows I have.
Solutions
Clear cache and cookies, then reset all the settings
A full web browser cache can interfere with AOL's features and performance. It might make the service slow or prevent you from downloading and viewing pictures. Clearing the browser cache may fix your problem.
Use an alternate browser or try to access using another computer
Try to access your AOL WebMail using a different browser like Mozilla Firefox. You can download it for free at http://www.mozilla.com/. Click the Download Firefox-Free button, and then follow the onscreen instructions.
Try to access your AOL WebMail using a different computer (ideally from a different location).
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Allow friendly URLs and disable pop-up blocking software
If you are using a firewall, allow the following friendly URLs: *.aol.com, *.aim.com, registration.aol.com, webmail.aol.com, and mail.aol.com. For additional support configuring third party firewalls, please contact the firewall manufacturer.
In order to address this issue, please disable your pop-up blocking software. Alternatively, you could add a Web site, such as AOL.com to the "white list" of domains accepted by your pop-up blocker software. If you are unsure how to disable your pop-up blocking software or add a domain to the"white list," please contact the vendor of your pop-up blocking software for assistance, or simply reference the Help guide included with your software.
Note: Most pop-up blockers also allow you to hold down the Shift key as you click Web site links. This disables pop-up blocking on a one-time basis.
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Check if Java™ Applet Scripting and cookies are enabled in Internet Options
To enable Java™ and cookies:
1. Click the Start button, click Programs or All Programs, and then click Internet Explorer.
2. Click the Tools menu, and then click Internet Options.
3. Click the Security tab.
4. Click the Internet icon, and then click the Custom Level button.
5. Scroll down to the Scripting section. Under Active Scripting, choose the Enable option by clicking it. Then, under the Scripting of Java Applets section, choose the Enable option by clicking it, and then click the OK button.
6. Click the Privacy tab.
7. Click the Advanced button.
8. Click the Override automatic cookie handling box to place a check mark in it, choose the two Accept options by clicking them, and then click the OK button.
9. Click the OK button.
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Log out, then log back into AOL WebMail
If mail cannot be retrieved from AOL WebMail, logging out of AOL WebMail and then logging back into it will usually correct the issue.
To log out and log back into AOL WebMail:
1. Click the Sign Out [screen name] link to log out of AOL WebMail.
Note: The Sign Out [screen name] link will show the screen name used to sign on and is subject to change accordingly.
2. Click the Mail link.
3. In the Screen Name box, type your AOL® screen name or AIM® screen name.
Note: Log in using the screen name you wish to read mail from.
4. In the Password box, type your password, and then click the Sign In button to sign on to AOL WebMail.
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