If you see a red X instead of a graphic in an email message, try the solutions listed below to resolve the issue. After trying the first solution, check whether you are able to view graphics in your emails. If you are still unable to view graphics, please 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? You will also need to know the version of the Internet Explorer browser 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 Internet Explorer installed on my computer?
- Determine whether the email was forwarded
- Determine whether you can view images in other emails containing graphics
- If you are using AOL Mail, try another browser
- If you are using AOL Mail, adjust settings to display images in emails from unknown senders
- Clear cookies, cache, history, and footprints
- Deactivate graphic compression
- Clear AOL Artwork Database
- Set AOL as default
- Run Quick Restore
- Scan your computer for viruses and spyware
- Uninstall Internet Explorer 9 and reinstall previous version of Internet Explorer
If the email that contains the graphic was forwarded to you, please request the sender to email the picture as an attachment to you, as there is, currently, a known issue with embedded images. To learn how to attach pictures, follow the instructions given in the online help article How do I send files via email?
To check whether the email was forwarded, please follow the instructions below:
1. Sign on to your AOL Desktop software.
2. On the AOL toolbar, click the Read icon.
3. Double-click and open the email that contains the graphic.
4. In the space for text and graphics, verify whether you see the Forward Verified label and the details (date, time, sender, and subject) of the forward after the label.
If you are unable to view images in a specific email but can view images in other emails containing graphics, please request the sender of the affected email to send you the images as attachments.
If you are using AOL Mail and are not able to view the images in your email using your current browser, check whether you can view the images via another browser.
AOL Mail is tested and supported on the following browsers:
- Internet Explorer 9.0, 8.0, 7.0, 6.0, and 5.5
- Netscape Browser 7.1 and higher
- Firefox 1.x and above
- Safari 1.2.4 (Safari 2.0 recommended) on Mac OS X (10.3.7)
1. In the upper right, below your username, click Options and then click Mail Settings.
2. On the left panel, click the General link.
3. In the Reading section, clear the check box next to Hide images in mail from unknown senders.
4. Scroll to the bottom of the page and click Save Settings.
Whenever you visit websites, temporary internet files and cookies are stored on your computer to record your return visits. Sometimes, these temporary internet files and cookies can cause the issue that you are currently experiencing. Similarly, your history list can also be a concern. The more the number of days you have specified for pages to be saved on your history list, the greater is the disk space used on your computer. You can free up the disk space by clearing this list.
Note: If you clear your cookies, cache, and history, you may lose the following:
- AOL Radio presets
- Browsing history
- Saved shopping carts
- Page customization
To clear your cookies, cache, history and footprints, select your browser from the list below:
- Internet Explorer 9.0
- Internet Explorer 8.0
- Internet Explorer 7.0
- Internet Explorer 6.0
- Mozilla Firefox 3.6
- Mozilla Firefox 3.5
- Mozilla Firefox 3.0
- Netscape Navigator
- Google Chrome
- AOL 9.0 and higher versions
- AOL 8.0 and lower versions
- AOL software for Mac
- AOL Desktop v10.1
Graphic compression improves the time taken to download an image but deteriorates image quality. You can improve image quality by deactivating graphic compression, but the deactivation may increase the time taken to download images.
Please click the link corresponding to the version of the AOL Desktop software installed on your computer for instructions on how to deactivate graphic compression.
After some time, the amount of stored artwork on your computer can reduce the efficiency of the AOL Desktop software. You can delete the artwork by resetting the amount of space AOL uses to store online art.
Please click the link corresponding to the version of AOL installed on your computer for instructions on how to clear the AOL Artwork Database.
Note: If you are using AOL Desktop, please skip this solution.
To set AOL as default, please follow the instructions below:
1. Go to AOL Keyword: Settings.
Note: This keyword can be accessed only within the AOL Desktop software.
2. Under A, click the AOL as Default link.
3. Click OK.
- Please close the AOL Desktop software before running Quick Restore.
- If you are using AOL Desktop, AOL 8.0 Plus, or older versions of AOL, please skip to the next solution.
The Quick Restore feature allows you to reset the AOL Desktop software to the default state by deleting all updates downloaded in the past. It can help resolve issues that you may have with your AOL software without having to reinstall the software.
Once Quick Restore is completed, you will receive a series of AOL software updates. To learn more about AOL software updates, read our online help article AOL software update.
Please click the link corresponding to the version of ACS installed on your computer for instructions to run Quick Restore.
A virus on your computer may prevent you from accessing secure pages on the Internet. You can scan for viruses using McAfee Internet Security Suite - Special edition from AOL.
To learn how to scan your computer using McAfee Internet Security Suite - Special edition from AOL, refer to our online help article Scan your computer using McAfee. If you don't have antivirus software, you can install the latest version of the McAfee software by going to http://safety.aol.com/.
If you are using third-party antivirus software and are not sure how to run a virus scan, we recommend that you contact your antivirus vendor for further assistance.
If you've installed Internet Explorer 9, this could be causing your Welcome Screen to be distorted. Uninstalling IE 9 and reinstalling your previous version of Internet Explorer will fix this issue.
To uninstall Internet Explorer 9, please follow the instructions below:
1. Click the Start button and enter "Programs and Features" in the search box.
2. Under Control Panel, click Programs and Features.
3. In the left column under Control Panel Home, click View installed updates.
4. Under Uninstall an update, scroll down to the Microsoft Windows section.
5. Right-click Windows Internet Explorer 9 and then click Uninstall.
6. When prompted, click Yes.
7. Click Restart now to finish the process of uninstalling Internet Explorer 9, and restoring the previous version of Internet Explorer.
Note: After you uninstall Internet Explorer 9, the previously installed version of Internet Explorer will be available on your computer. It is not necessary to reinstall.
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.
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. To enable only essential startup programs in your computer, 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?
Click the appropriate link below for instructions to enable only essential startup programs in your computer.