Message: The computer could not get an Internet connection (AC-1500, AC-3000, AC-3001, AC-3100, AC3101)

Text Size


Message: The computer could not get an Internet connection (AC-1500, AC-3000, AC-3001, AC-3100, AC3101)

You may receive the message "The computer could not get an Internet connection (AC-1500, AC-3000, AC-3001, AC-3100, AC-3101)" while trying to sign on to the AOL software. Listed below are the solutions to resolve the issue. After trying the first solution, check whether you can connect to the AOL service. If you still receive the message, 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 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


Select the correct location

1. Launch the AOL software, but do not sign on.

2. Click the Connection drop-down menu, and then click the location specific to your connection method.

Note: For dial-up connections, the default location is Home. All broadband connection methods use Broadband as the default.


Verify whether the web page 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.


Power cycle the computer, modem, and any home networking equipment

Restart your computer and all connectivity-related hardware components to ensure that they respond correctly. To know how to do so, refer to our online help article Restart the computer, modem, and router


Compatibility issues with the latest Avast Free Antivirus software and AOL 9.5 and AOL Desktop 9.6

There’s a known compatibility issue with the most recent version of Avast Free Antivirus software and AOL 9.5 and AOL Desktop 9.6 when trying to connect using a dial-up connection.

Uninstalling the Behavior Shield of the Avast Antivirus software will fix the connection issue. Will this remove the antivirus software? Nope. You'll still be protected. Only the Behavior Shield is uninstalled and not your Avast Antivirus software.

Note: If you're a broadband user with Avast Free Antivirus software and you're encountering problems connecting, close the AOL software. This will allow Avast to push an update to your computer, which will fix the compatibility issue with AOL.

If you need help uninstalling the Behavior Shield, please read our help article I recently upgraded my Avast Free Antivirus software and now I’m having issues connecting to the AOL Service. Why?


Delete all connection locations and redetect the modem

Completely deleting the sign on locations and connectivity files removes bad access phone numbers, 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 for details about 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.


Manually add access phone numbers

The access numbers that you use to connect to the AOL service may have changed or may be temporarily unavailable. Manually adding access phone numbers may help you resolve this issue, especially if you are traveling with your computer. The instructions to manually add access numbers may differ depending on the version of ACS on your computer. Please click the link corresponding to the version of ACS you have on your computer for instructions to add new access numbers.


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 below to know how to uninstall and reinstall ACS.

Operating System
ACS Version
Windows 8/7/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


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.


Run McAfee Virtual Technician

If you have trouble using the McAfee Internet Security Suite subscription software, you should try running McAfee Virtual Technician (MVT), which is an automatic issue-detection and repair tool. MVT is a McAfee online support process that resolves nearly 50 percent of McAfee product issues. You can download this small utility for free by visiting mvt.mcafee.com.

If MVT doesn’t resolve your issue, you will be presented with additional support options.


Remove your McAfee products

The McAfee consumer product removal tool (MCPR) will remove McAfee software or any other AOL computer security product from your computer. Follow the instructions in the help article Use the McAfee consumer product removal tool (MCPR) to uninstall McAfee to download and use the MCPR tool.


Restart your system in Safe mode with Networking

If you're experiencing any issues connecting to the internet:

1. Restart your system in Safe mode with Networking:

  • Save your data and close all open programs.
  • Make sure your computer is directly wired to your router or internet connection. Wireless functionality may not be available.
  • Restart you computer. When it's starting back up, tap the F8 key repeatedly until you enter the Advanced Boot menu. If you do not enter the Advanced Boot menu, restart again and press and hold F8.
  • When the Advanced Boot menu appears, use the arrow keys on your keyboard to select Safe Mode with Networking and then press Enter. When Windows finishes starting in Safe mode, continue to the next step.

2. Open your web browser and visit http://download.mcafee.com/products/licensed/cust_support_patches/6807standalonetool.zip.

3. Save the file to your Desktop.

4. Extract the file to your Desktop.

5. Open the extracted folder and double-click McERTFixWrap.exe to open the standalone tool.

6. The tool will run and may take several minutes to complete.

7. Once the tool finishes running, restart your computer. Your internet connectivity should be restored.


Restore McAfee default settings

To restore your McAfee firewall back to the default settings:

1. On the Windows taskbar next to the clock, right click the McAfee icon, then click Open SecurityCenter.

2. Click Firewall.

3. Click Settings.

4. Click Restore Defaults.


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.


Repair the network stack list using NetShell

Note: If you are using Windows 98/Me, follow the instructions given in the online help article How to run WebUtil.

One of the components of the Internet connection on your computer is a built-in set of instructions called TCP/IP (Transmission Control Protocol/Internet Protocol). TCP/IP can sometimes become damaged or corrupted. If you can't access websites in spite of trying all the above-mentioned solutions, we suspect TCP/IP to be the cause of the issue.

TCP/IP is a core component of Windows. Therefore, you cannot remove the TCP/IP stack. However, you can reset TCP/IP to its original state by using the NetShell utility (netsh).

Click the link corresponding to the version of Windows installed on your computer to know how to repair the network stack.


Check the Network adapter

There may be a disabled Network adapter in your computer that is preventing you from connecting to the AOL service. You can enable the Network adapter installed in your computer. The online help article Enable the Network adapter explains how you can enable the Network adapter.


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. Once the uninstallation is complete, reinstalling a new copy of the AOL software is quick and easy. Please note that 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 don’t 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 don’t remember the answer to it. For instructions on how to change your password or ASQ, refer to the following online help articles:

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

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


Contact your computer manufacturer

We have determined that the issue is not caused by the AOL software. We recommend that you contact your computer manufacturer, or if your computer is no longer under warranty, a local computer repair shop or technician, for further assistance. Let the computer manufacturer/technician know about the issue. AOL uses many programs to deliver content to your computer, and these programs should function efficiently. All software programs are highly dependent on the computer's operating system and other applications to work properly. It appears that one of the following programs/applications may be the cause of the issue.

  • The computer operating system
  • Several media players
  • Many text editors and text viewers
  • Microsoft Internet Explorer and other web browsers




About this article:
Last updated: 05-31-2013
© 2013 AOL Inc.