Issues while signing on to the AOL Desktop Software

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Issues while signing on to the AOL Desktop Software

Have you received any of the following error messages while attempting to sign on to the AOL service (through the AOL Desktop Software or AOL.com)? If yes, please read on to know the possible causes for the issue, and the solutions that should help you resolve the issue.

IMPORTANT: AOL now offers a new feature called Automatic Password Recovery. Once you enable this feature, you will be able to reset or recover your password without having to verify your identity by answering account security questions. To know more about this feature, read our help article What is Automatic Password Recovery?

Error messages:

  • "Invalid Username or Password. Please try again."
  • "Invalid Password. Please re-enter."
  • "Invalid Screen Name or Password. Please try again."

What might be causing the error?

  • An incorrect Username or password
  • Caps Lock is on
  • Your Username is accidentally saved with special characters, such as underscores, periods or dashes in your AOL Desktop Software, browser or email application. In the past, AOL ignored the special characters in your Username and allowed you to sign on. Now, we’ve enhanced our systems to interpret special characters, and this may cause your effort to sign on to fail.

Try the solutions given below to resolve this issue. After trying each solution, check whether you can access the website. If the issue persists, continue trying the suggested solutions until the problem is fixed.

Having trouble signing on to third-party email programs?

If you have saved your Username with special characters in your email program, or if you are having trouble signing on to third-party email application, please read our help article Unable to access emails using other email applications.

Solutions


Verify whether the Username and password are entered correctly

Please verify whether you've entered the Username and password correctly. Ensure that @aol.com and special characters like underscores, periods and dashes are not included in or along with your Username.

Notes:

  • AOL passwords are case sensitive. Please verify that the Caps Lock on your keyboard is not turned on while entering your password.
  • If you want to save your Username and password to your browser, please read our help article How do I save my Username and password in my browser?

Check whether you can sign on using a different Username

Note: If you don't have another Username, skip to the next solution.

Signing on with a different Username and password will help you determine whether the error is caused by a temporary system issue or is related to your Username or password.

If you are unable to sign on with a different Username, server maintenance could be the issue. Please try signing on again after a while. If you are able to sign on using a different Username, continue with the suggested solutions.


Remove the stored password and try again

If you have stored your password please follow the solution given below. If not, please skip to the next solution.

Sometimes, the password and the Username that you have saved might not match with the ones in our records. We recommend that you remove the stored password, and then try signing on again.

However, if you have changed your password recently, there is a chance that your AOL Desktop Software or browser may still contain the old saved password.

For instructions on how to remove a stored password, click the appropriate link given below depending on the email program that you use.

To remove your stored password in AOL WebMailL

1. Go to webmail.aol.com.

Note: If your password has been stored, you will automatically be signed on to your AOL account. If you are not automatically signed on, please skip to the next solution.

2. On the upper left of the page, click the Sign Out link.

3. Once the sign-on screen opens, clear the check box next to Remember Me.

4. Enter your Username and password, and then sign on to the AOL service again.

Note: To learn how to store your password again, refer to our online help article How do I save my password on AOL WebMail?

To remove your stored password in the AOL Desktop Software:

1. Start the AOL Desktop Software.

Note: If your password has been stored, you will automatically be signed on to your AOL account. If you are not automatically signed on, please skip to the next solution.

2. On the top of the screen, click the Sign Off drop-down menu, and then click Sign off.

3. Once the sign-on screen opens, clear the check box next to Save Password.

4. Select your screen name, type your password, and then click Sign On.

Note: To know how to store your password again, please refer to our help article Store your AOL or AIM password.


Test your keyboard with another program

Type your password on another program to check whether the characters of your password appear. This will help you ensure that your keyboard is working fine.

To test your keyboard with another program:

1. Right-click a blank area on the desktop, click New, and then click Text Document.

2. Double-click the New Text Document icon.

3. In the Notepad document that opens, type your password. Verify that your password is displayed correctly. If no text or incorrect text appears, the issue might be with your keyboard.

4. Click X to close the Notepad document.

5. Click Don't Save or No when asked to save the changes.

6. Right-click the New Text Document icon on the desktop, and then click Delete. If you saved the Notepad document, please delete it from the location in which you saved it.

7. Click Yes.

Note: If it is your keyboard that has the issue, try checking your keyboard connection. If not, skip to the Sign on to the AOL Desktop Software (if you are a paid AOL member) or Reset password solution.

 


 

Check your keyboard connection and restart your computer

Checking your keyboard connection and restarting the computer will ensure that the keyboard is plugged in properly and that the computer is correctly recognizing the keyboard.

To check your keyboard connection and restart the computer:

1. Shut down your computer:

  • If you are using Windows 7, click Start, and then click Shut down.

  • If you are using Windows Vista, click Start, click the arrow next to Lock this computer, and then click Shut Down.

  • If you are using Windows XP Professional, click Start, and then click Shut Down.

    Note: If you are using Windows XP Home Edition, click Start, and then click Turn Off Computer. Select Turn Off, and then click OK.

  • If you are using Windows 2000, click Start, and then click Shut Down. Select Shut down in the drop-down menu, and then click OK.

  • If you are using Windows Me or 98, click Start, and then click Shut Down. Select the Shut down option, and then click OK.

2. If your computer doesn't turn off automatically, wait until you see the message It is now safe to turn off the computer, and then turn off the computer manually.

3. Unplug the keyboard cord.

4. Wait for about 30 seconds.

5. Plug in the keyboard cord.

6. Turn on your computer.

Note: If your keyboard still fails to work properly, you can either use another keyboard or contact the computer manufacturer for further assistance. Please refer to the documentation that came with your hardware for contact information.


Sign on to the AOL Desktop Software

Note: This solution is only applicable for paid members who have recently updated their payment method for the AOL service and who are trying to sign on to AOL websites. Others, please skip to the next solution.

If you have recently updated your payment method for the AOL service, you will need to confirm your payment method before you can sign on to AOL. To confirm your payment method, please sign on to the AOL Desktop Software and accept the AOL Terms Of Service Agreement.


Reset password

You can use the Online Password Reset facility to create a new password. In the Sign In screen, click the Forgot Password? or I forgot my password link and follow the on-screen instructions to change your password. For information on how to reset your password, refer to our help article Reset my forgotten AOL password.


Clear cookies, cache, history and footprints

Whenever you visit websites, temporary internet files and cookies are stored on your computer to record your return visits. These temporary internet files and cookies can sometimes cause the issue you are experiencing. Your history list can be a similar concern. The longer the period of time you have specified for pages to be saved on your history list, the greater the disk space used on your computer. You can free disk space by clearing this list.

Note: Once you clear your cookies, cache, history and footprints, you may lose the following:

  • AOL Radio presets
  • Websites you have visited
  • Your shopping cart
  • Your customized pages

The instructions to clear your cookies, cache, history and footprints will differ depending on the browser you use. Please visit our help article Clear cookies, cache, history and footprints to learn how.

 


 



About this article:
Last updated: 06-19-2014
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