You may not be able to open your mailbox using the AOL software for any one of several reasons. Given below are some solutions to resolve the issue. After trying the first solution, check whether you can open your mailbox. If not, 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 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.
- Run Quick Restore
- Use the Forget Window Size and Position setting
- Restart your computer
- Uninstall and reinstall the AOL software
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.
Using the AOL software, you can change the window size and position to simultaneously see all or some of the windows. If you have used this setting, you may encounter this problem.
Use the Forget Window Size and Position setting:
1. Sign in to the AOL software.
2. Click the Window menu, and then click Forget Window Size and Position.
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.
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:
- How do I change my password?
- I forgot my AOL Password
- I forgot the answer to my Account Security Question
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.