Message: SNMaster.idx is missing

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Message: SNMaster.idx is missing

You may receive the message "SNMaster.idx file is missing" while installing the AOL Desktop Software if certain data files are not installed in the correct location. Copying the backup of the SNMaster.idx file and pasting it in the idb folder may resolve the issue. If this does not resolve the issue, please reinstall the AOL Desktop Software.

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 instructions given in the help article How do I determine the version of Windows I have?.

Solutions


Copy the SNMaster.idx file to the idb folder

Navigating to the backup copy of the SNMaster.idx file and copying it to the idb folder may resolve the issue. Please click the link corresponding to the version of Windows you have on your computer for instructions to copy the SNMaster.idx file to the idb folder.

To copy the SNMaster.idx file to the idb folder using AOL System Information in Windows 7/Vista:

1. Click Start. In the Search box, type "system" and then click AOL System Information. If prompted by the User Account Control window, click Yes or Continue. The AOL System Information 2.0 window will appear.

Note: If the AOL System Information window doesn't appear, look for a flashing tab in the Windows taskbar. If you see a flashing tab, click it. The User Account Control window appears. Click Yes. The AOL System Information window will then appear.

Notes:

  • Alternatively, you can access AOL System Information through the Windows taskbar. On the taskbar, next to the clock, click the AOL icon, and then click System Information.

  • If you are unable to open AOL System Information, go to our help article Open Data Folder to find out how to manually open the Data Folder. Click the Back to previous page button in that online help article to return to this article, and then continue from Step 3.

2. Click the AOL Software or AOL tab, and then click Open Data Folder.

3. Double-click the backup folder.

4. Right-click the SNMaster.idx file, and then click Copy.

5. Click the Back icon.

6. Right-click the idb folder, and then click Paste.

7. Click Copy and Replace.

8. Close all open windows.

To copy the SNMaster.idx file to the idb folder using AOL System Information in Windows XP/2000/Me/98:

1. Click Start, and then click Run. In the Open box, type "sinf" and then click OK. If prompted by a caution window, click OK. The AOL System Information 2.0 or AOL System Information window will appear.

Note: If you are unable to open AOL System Information, go to our help article Open Data Folder to find out how to manually open the Data Folder. When finished, continue from Step 3.

2. Open Data folder.

  • If you are using ACS 4 or ACS 3: Click the AOL Software or AOL tab, and then click Open Data Folder.
  • If you are using ACS 2: Click the WAOL tab, and then click Data Folder.
  • If you are using ACS 1: Click Data Folder.
  • If you are using AOL 8.0 or lower versions: Click Folder.

3. Double-click the backup folder.

4. Right-click the SNMaster.idx file, and then click Copy.

5. Click the Back icon.

6. Right-click the idb folder, and then click Paste.

7. Click Yes to confirm the replacement of the SNMaster.idx file.

8. Close all open windows.


Uninstall and reinstall the AOL Desktop Software

If the issue persists, we recommend that you uninstall and reinstall the AOL Desktop Software. Uninstalling the AOL Desktop Software removes all damaged and non-repairable files. Once the uninstalling process is complete, reinstalling a new copy of the AOL Desktop Software is quick and easy. Uninstalling the AOL Desktop will remove all Usernames and settings associated with it; however, your Personal Filing Cabinet files will automatically be stored on the desktop in a folder named Saved on AOL.

IMPORTANT: If you have saved your AOL password on the AOL Desktop Software, ensure that you remember your password before you uninstall the AOL Desktop Software because uninstalling the software will delete your saved password. If you don’t remember your password, we recommend that you change your password before proceeding. To do so, you will need to remember the answer to your Account Security Question (ASQ). You can change your ASQ if you don’t remember the answer to it. For instructions on how to change your password or ASQ, refer to the following help articles:

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

Note: If you are unable to uninstall the AOL Desktop Software, refer to our help article Can't uninstall the AOL Desktop Software.

Run Quick Restore

The Quick Restore feature resets the AOL Desktop Software to its default settings by deleting all updates downloaded in the past. It can help resolve issues that you may have with AOL Desktop without having to reinstall the software. Once Quick Restore is completed, you will receive a series of TOD updates for the AOL software. To learn more about TOD updates, please refer our help article on the AOL TOD update.

Notes:

IMPORTANT: Ensure that you remember your AOL password, as running Quick Restore will delete it from the AOL Desktop. If you don’t remember your password, we recommend that you reset it before you proceed. For this, you need to remember the answer to your Account Security Question (ASQ); however, you can change your ASQ if you don’t remember the answer to it. For instructions on how to change your password or ASQ, refer to the following help articles:

The steps to run Quick Restore may differ depending on the version of AOL Connectivity Service (ACS) installed on your computer. To find the version of ACS installed on your computer, follow the instructions given in our help article How do I determine the version of AOL Connectivity Service (ACS) I have?

Please click the one of the following link corresponding to the version of ACS installed on your computer for instructions to run Quick Restore.



About this article:
Last updated: 06-20-2012
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