If you are unable to save or download attachments from your e-mails, try the solutions listed below. After trying the first solution, check whether you can save or download attachments from e-mails. If you are still unable to save or download attachments, continue using the suggested solutions until the problem is fixed.

If you are unable to open the attachments, please refer to our online help article Cannot Open Downloaded Files or Attachments

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.

Solutions

Restart your computer

Note: You may want to print this article before proceeding with this solution.

If you haven't recently restarted your computer or you don't restart your computer very often, we recommend that you restart your computer. This helps clear the internal memory (RAM), which often resolves many issues. 

Please refer to our help article Restart the computer for instructions.

Download the file again

Try to download the file again, if possible from a different location, or request the sender to check the file before e-mailing it to you again.

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.

The instructions to run Quick Restore may differ depending on the version of ACS installed on your computer. Please refer to our help article Run Quick Restore for instructions on how to run Quick Restore.

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 Usernames 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 refer to our help article AOL Desktop Software: Installing and Uninstalling for instructions on how to uninstall and reinstall the AOL Desktop software.