Sometimes, you may not be able to view pictures in some of the emails that you receive. Listed below are some solutions to resolve the issue. After trying the first solution, check whether you can view the pictures. If you are still unable to view the pictures, 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. If you do not know how to find this information, follow the instructions given in the online help article How do I determine the version of Windows I have.


Check AOL WebMail

The security settings in the AOL software can prevent the display of embedded images in emails from unknown senders. Viewing the email on the Internet can help you verify whether an embedded picture is hidden or present in a compatible format.

To check AOL WebMail
1. On the Internet, go to
2. On the AOL Main page, click the AOL Mail icon, type your screen name and password in the Screen Name and Password boxes respectively, and then click Sign In.
3. Open the email that you wish to check.
4. Click Yes if you get a warning message about opening pictures from unknown senders.


  • The AOL software can open pictures that are in the .art, .bmp, .jpg, or .gif formats. If the picture that you receive is in a format different from the ones mentioned earlier, you may need a third-party application to view it. Alternatively, you may ask the sender to convert the picture to a compatible format and resend it to you.
  • If you cannot view embedded pictures, ask the sender to attach the pictures to the email, instead of embedding them directly in the body of the email.

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Run Quick Restore

Note: Please close the AOL software before running Quick Restore.

The Quick Restore feature allows you to reset the AOL software to the default state by deleting all the 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 may receive a series of AOL software updates, also known as AOL TOD (Tools on Demand) updates. For more information, read our online help article AOL TOD update.

The instructions to run Quick Restore may differ depending on the version of ACS installed on your computer. Click the appropriate link from the ones given below for instructions to run Quick Restore.

Note: If you are using AOL Desktop, skip to the next solution.

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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 your computer. For instructions to enable only the essential startup programs on your computer, please click the appropriate link from the ones given below, depending on the version of Windows installed on your computer.

If you are using Windows 2000/Me/98, you will have to manually close all the programs that are 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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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.

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