Message: The computer was unable to connect to AOL (AC-1102)

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Message: The computer was unable to connect to AOL (AC-1102)

If you receive the message "The computer was unable to connect to AOL (AC-1102)" while trying to sign on to the AOL software, try the solutions listed below. 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


Check the physical connections

1. Check whether the phone cord is unplugged from the back of the computer or wall jack.
2. Plug a telephone cord into the phone jack used by the modem, and then pick up the receiver to check for the dial tone. If there is no dial tone, please contact your local phone company.
3. Ensure that the phone line goes directly from the wall jack to the computer. Disconnect any splitters or answering machines that are connected to the phone line to ensure that these devices are not causing the issue.
4. Ensure that one end of the phone cord is plugged into the wall jack and the other end is plugged into the modem jack. The modem jack will either be labeled Line or be represented by a phone receiver.
5. If you are using an external modem, ensure that the power cord is plugged into a working wall jack.
6. Ensure that another member of the household is not using the home phone line.

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Swap the phone cord connected to the modem with a cord from a working telephone

Replace the phone cord connecting the modem to the phone jack with another phone cord from a working phone.

Ensure that one end of the replaced phone cord is plugged securely into the wall jack and the other end is plugged securely into the modem jack. The modem jack will be labeled Line, Telco, or Wall.

For best results, the phone cord should go directly into the wall jack. Remove any splitters, phone line surge suppressers, answering machines, fax machines, or other devices connected to the modem as these devices may affect your modem's ability to connect.


Delete all connection locations and redetect the modem

Completely deleting the sign on locations and connectivity files removes not only bad access phone numbers but also 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 regarding 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.

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Reconfigure your location to use 7- or 10-digit dialing

Ensure that the access number you're dialing is a local number for you. If you do not need to dial a ten-digit number to make a local call, please reconfigure the connection location to use 7- or 10-digit dialing. To know how to configure your connection location, read our online help article Reconfigure location to use 7-digit or 10-digit dialing.


Manually add a dial-up location or an access number

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.


Enable only essential startup programs

Multiple programs may have been set to start automatically when a computer is turned on. These programs may cause the computer to slow down. Not all startup programs are essential for the proper functioning of a computer. Click the link corresponding to the version of Windows installed on your computer to know how to enable only essential startup programs on your computer.

If you are using Windows 2000/Me/98, you will have to manually close all the programs currently running on your computer to resolve the issue. Please click the link corresponding to the version of Windows you have on your computer for instructions to close all programs.

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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.


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 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 Web sites 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.

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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, and reinstalling the software installs new, error-free files.

Please click the link corresponding to the version of Windows on your computer for instructions to 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 that you are unable to connect through your dial-up network and ask him/her to check the following as these items have been known to cause problems with dial-up connections:

  • Out-of-date or corrupted modem drivers
  • Remote access configuration issues
  • Firewall configuration issues
  • Operating system updates
  • Operating system problems
  • Application conflicts
  • Low resources

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About this article:
Last updated: 04-07-2011
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