Cannot send attachments using AOL Desktop v10.1

If you are unable to send attachments using the AOL Desktop v10.1 software, try the solutions given below to resolve the issue. After trying the first solution, check whether you can send attachments. If the issue persists, 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.

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 online help article How do I determine the version of Windows I have?

Solutions

• Check whether the attached file is open in another program
• Verify Mail Controls settings
• Compress attachments
• Restart the computer
• Scan the attachment for viruses
• Scan your computer for virus and spyware
• Uninstall and reinstall the AOL software

Check whether the attached file is open in another program

You may not be able to send attachments if the file that you attach to the email is open in another program. Save any changes made to the file, and then close the file before you attempt to attach it to the email again.

Verify Mail Controls settings

Your Mail Controls settings may block you from sending file attachments.

To verify Mail Controls

1. Click the Mail icon. If prompted, sign on with your screen name and password.

2. Click Settings, and then click Spam Controls.

3. Click Edit Spam Controls.

4. In the Content Filter section, click the box next to Block messages containing pictures or files to clear it, and then click Save.

Compress attachments

The mail server may remove attachments of the following file types: .scr, .com, .msi, .bat, .pif, .vbs, .cpl, or .cmd, as these file types are often found to be associated with virus or spyware. If your attachment is of one of the above-mentioned file types, to prevent the attachment from being removed automatically, compress the files before sending them. To do so, you can use a third-party compression program such as WinZip (which can be freely downloaded from the Web), or you can attach multiple files to the email that will result in the AOL software automatically compressing the attachments.

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Restart the computer

If you haven't recently restarted your computer or you don't restart your computer very often, we recommend that you restart the computer. Restarting the computer clears the internal memory (RAM); this often resolves many issues.

For instructions on how to restart the computer, please read our online help article Restart the computer.

Scan the attachment for viruses

The AOL email virus scan service automatically scans all email attachments and attempts to repair infected files.

To scan the attachment for viruses
Attach the file as you normally would. As the file uploads, the AOL email virus scan service runs a virus scan on the attachment. If the virus scan finds a problem in the attachment, you will receive one of the messages listed below. The action that you need to perform when you receive the message is also given below:

• Virus Repaired: Click OK to continue uploading the attached files.
• Unrepairable Virus Detected: Click OK to go back to the Write Mail window, and then detach the infected files.
• Unable to scan attachment: Click OK to continue uploading the attached files.

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Scan your computer for virus and spyware

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.

Uninstall and reinstall the AOL software

Uninstalling the AOL software removes all screen names and settings associated with it. However, your 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 software, ensure that you remember your password before you uninstall the AOL software because uninstalling the software will delete your saved password. If you dont remember your password, we recommend that you change your password before proceeding any further. You will also need to remember the answer to your Account Security Question (ASQ) to be able to change your password. You can change your ASQ if you dont remember the answer to it. For instructions on how to change your password or ASQ, refer to the following online help articles:

• How do I change my password?
• I forgot my AOL Password
• I forgot the answer to my Account Security Question

For instructions to uninstall and reinstall the AOL Desktop v10.1 software, please read our online help article How do I uninstall/reinstall the AOL Desktop v10.1 software?

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