Sometimes, your AOL® software may hang or freeze at step 1 while trying to sign on to the AOL® service. Listed below are some solutions to resolve the issue. After trying the first solution, check whether you can sign on to the AOL service. If you still can't, 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 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. Follow the instructions given in the online help article How to determine which version of AOL Connectivity Service (ACS) I have.
Solutions
Verify whether the Web can be accessed using an external browser
Determine whether you are able to access the Internet using Internet Explorer® or Netscape®. Try connecting to a Web page, such as www.aol.com, with a stand-alone browser to determine whether the connection to the Internet works without using your client software.
Notes:
- If you are able to access the Web using an external browser, go to Disconnect the router and connect the modem directly to the computer to continue troubleshooting.
- If you are NOT able to access the Web using an external browser, restart your computer and all the connectivity-related hardware components to ensure that the computer responds correctly.
To reboot your computer, modem, and router, do the following:
1. Shut down the computer:
- If you are using Windows Vista®, click the Start button, click the arrow next to the Lock this computer button, and then click Shut Down.
- If you are using Windows XP Home Edition, click the Start button, and then click the Turn Off Computer button. Click the Turn off button.
- If you are using Windows XP Pro/2000/Me, click the Start button, and then click Shut Down. Click the What do you want the computer to do? drop-down menu to open it, select the Shut down option, and then click OK.
- If you are using Windows 98, click the Start button, and then click Shut Down. Select the Shut down option, and then click OK.
2. If you use an external modem, unplug the power cord from your cable, DSL, or dial-up modem; if you have a router, unplug it as well.
3. Wait for 30 seconds.
4. Plug the power cord back into your cable, DSL, or dial-up modem.
5. Plug the power cord into your router.
6. Turn on your computer.
If you are still NOT able to access the Web using an external browser, you will need to contact your ISP for further assistance. The AOL software is a program on your computer just like Microsoft Internet Explorer. If Internet Explorer does not function with your Internet connection, then the AOL software won't be able to either. In order to get the issue resolved, you'll need to contact your ISP.
If you are able to access the Web using an external browser after restarting the computer, try signing on to the AOL service. If you are still unable to sign on, go to the next solution to continue troubleshooting.
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Disconnect the router and connect the modem directly to the computer
Disconnect the router and connect the DSL modem directly to the computer
1. Disconnect the Ethernet cable going into the router from the DSL modem and plug it directly into the Ethernet port on the back of one of the home computers. This is an RJ-45 Ethernet port and looks similar to a regular telephone jack but is wider and labeled Ethernet, Enet, or 10base-T.
2. Ensure that all the physical connections are set up correctly as described below:
- A phone cord should connect the wall jack to the DSL modem. The phone cord should be connected to a wall jack associated with the DSL-active phone line. There shouldn't be any filters on this cord.
- A power adapter should connect the DSL modem to an active power outlet.
3. Ensure that the filters for other devices are arranged correctly as described below:
- The devices that should be filtered include all phones, answering machines, fax machines, caller-ID machines, alarm systems, and automated meter readings that are on the DSL-active phone line.
- A filter plugs into the wall jack.
- The phone cord plugs into the filter.
- The other end of the phone cord plugs into the phone. There shouldn't be any filters on the phone cord that connects to the DSL modem. Other improper arrangements include a filter plugging into the phone or the other end of the phone cord plugging into the wall jack.
Note: There are some known issues with DSL. These issues can be avoided if splitters are used to route the signal around the DSL phone connection. The known issues include the following:
- Home alarm systems: The installed hardware that allows the security company to be automatically called can interfere with a DSL signal.
- Call forwarding: This service will automatically dial another number if the first number goes unanswered. This can be incompatible with DSL.
- Digital cable: This can cause problems for DSL if the cable box uses the phone line for ordering services such as pay-per-view movies. Such issues can be resolved by putting an inline filter on the phone cord.
- Door buzzer/intercom systems: In some homes, the phone system is connected to a door buzzer and/or an intercom system. This can interfere with the DSL signal.
- Utility services: Some utility services, such as meter readings for water, can be done automatically through the customer's phone line. If you have such a service, you will need to use a filter through that connection
Disconnect the router and connect the cable modem directly to the computer
1. Disconnect the Ethernet cable going into the router from the cable modem and plug it directly into the Ethernet port on the back of one of the home computers. This is an RJ-45 Ethernet port and looks similar to a regular telephone jack but is wider and labeled Ethernet, Enet, or 10base-T.
2. Ensure that all the cables and power cords used by the cable hardware are set up correctly and connected securely. Also, ensure that they are in good condition. Loose or damaged cable connections may affect the connection speed and performance of the service. Cables that are cracked or bent at more than 90-degree angle should be replaced. Check the following:
- The coaxial cable should connect the cable outlet to the cable modem.
- The Ethernet cable should connect the cable modem to the appropriate port in the computer.
- The power adapter should connect the cable modem to an active power outlet.
Disable other network devices
Other network devices, such as a modem-router combination or an all-in-one gateway hybrid, are components that connect computers with high-speed modems. These devices generally use a power cord, an Ethernet, or a USB to connect to the computer and a regular phone cord to connect to the modem. To disable the routing capabilities of these devices, it is recommended that you contact either the manufacturer of the device or your ISP.
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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. Follow the instructions given in the online help article Enable only essential startup programs to enable only the essential startup programs on your computer.
Delete all connection locations and redetect the modem
Deleting the sign on locations and connectivity files removes non-functional access phone numbers, wrong dialing options, and incorrect modem or broadband settings. The AOL® software will automatically search and select the right connection device and guide you through selecting the right access phone numbers and dialing options. To know how to delete the connection locations and redetect the modem, read our help article Delete all connection locations and redetect the modem.
Uninstall and reinstall ACS
ACS is responsible for getting the AOL software connected to the AOL service. Uninstalling ACS will allow a fresh copy of the ACS files to be installed. To know how to uninstall and reinstall ACS, read our online help article Uninstall and reinstall AOL Connectivity Service.
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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 firewall or configure McAfee.
Disable SystemGuard using McAfee
SystemGuard may be blocking the AOL® software from connecting to the AOL service. Disabling SystemGuard may help you resolve the 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.
Uninstall and reinstall the AOL software
If you are still unable to connect to the AOL service, we recommend you to uninstall and reinstall the AOL software. Uninstalling the AOL software removes all damaged connectivity files that can't be repaired. Once the uninstallation is complete, reinstalling a new copy of the AOL software is quick and easy.
Follow the instructions given in the online help article Uninstall AOL software to uninstall and reinstall the AOL software.
Contact your Internet Service Provider (ISP)
It looks like your AOL software is functioning correctly, but you are unable to establish a connection to the Internet. Since the AOL software relies on the Internet connection, you will have to contact your broadband service provider to help you troubleshoot your issue further. When you contact your ISP, please ensure that you let the representative know that you are having trouble connecting to the Internet.
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