Select any issue or question below to expand further instructions. You may wish to print or save a copy of this page, as it may not remain visible as you go through the suggested steps.

Before you start

You'll need to know which version of the Microsoft Windows operating system is installed on your computer. You can find this information by following these instructions: Determining your version of Microsoft Windows

Issues installing AIM software

If you're unable to install the AIM software, try the solutions given below to resolve the issue. After trying the first solution, check whether you can install the AIM software. If you're still unable to install the AIM software, continue using the suggested solutions until the problem is fixed.


  • Refer to our help article AIM for Desktop: Overview in order to check that your computer meets the minimum system requirements for AIM
  • Enable only essential startup programs
  • Run ScanDisk and Disk Defragmenter on your hard drive
  • Contact your computer manufacturer

    The issue you're facing is most likely not caused by the AIM software. We recommend that you contact your computer manufacturer, or if your computer is no longer under warranty, a local computer repair shop or technician, for further assistance. Let the computer manufacturer/technician know about the issue. There are many programs that AIM requires to deliver content to your computer. All software programs are highly dependent on the computer's operating system and other applications to work properly. It appears that one of the following programs/applications may be the cause of the issue:

    • The operating system
    • Several media players
    • Many text editors and text viewers
    • Microsoft Internet Explorer and other web browsers

    I get the 'Shoot, something appears to be wrong on our end. Please give us a few minutes and try again.' error message when trying to sign in.

    If you see this message when trying to sign in to AIM, follow the instructions below.

    1. Delete the password from the Password field.
    2. Uncheck the Remember password box.

      remember password

    3. Retype your password in the Password box.
    4. Click Sign In.

    Trouble installing AIM software because the current Username is already registered

    You may not be able to register your Username and download AIM for one of two reasons. After trying the first solution, check to see if you can register your Username and download AIM. If you're still unable to download AIM, continue to the next solution to resolve the issue.


    • Clear cookies, cache, history and footprints in your browser
    • Download and Install the AIM Software Without Registering

      This enables you to download the AIM software without having to register your Username. Install the AIM software on your computer as you normally would, then sign into AIM using your current Username.

    Where did my SuperBuddy icon go?

    AIM versions 8 and higher no longer support SuperBuddies.

    Should I receive an email confirmation for my new AIM account?

    Often, the confirmation email has been automatically routed to your email spam/junk folder. Double check your spam/junk to ensure it’s not there. Because mail controls vary for each mail provider, please contact your provider for information on how to access your spam/junk folder.

    I received an invalid password message

    We're sorry that you're receiving an Invalid Password message when signing into AIM. To resolve this issue, please try the solutions given below in the order that they are listed.


    Verify that you entered your Username and password correctly

    On the AIM sign-in screen, please verify whether you've entered your Username and password correctly. Ensure that is not included in or along with your Username.


    • AOL passwords are case sensitive. While entering your password, please verify that the Caps Lock on your keyboard is not turned on and that Num Lock is turned on.
    • If you want to save your Username and password to your browser, please read our online help article Account Management: Managing your AOL Password

    Check your keyboard connection and restart your computer

    Checking your keyboard connection and restarting the computer will ensure that the keyboard is plugged in properly and that the computer is correctly recognizing the keyboard.

    1. Shut down your computer
    2. Unplug the keyboard cord.
    3. Wait for about 30 seconds.
    4. Plug in the keyboard cord.
    5. Turn on your computer.

    Test your keyboard with another program

    Using your keyboard with another program will help you verify whether the keyboard is working properly.

    1. Click Start, select All Programs or Programs, select Accessories, and then click Notepad.
    2. Type your password in the notepad window that opens.
    3. Verify that your password is displayed correctly.

      Note: If no text or incorrect text appears, the issue might be with your keyboard. You can either use another keyboard or contact the computer manufacturer for further assistance. Please refer to the documentation that came with your hardware for contact information.

    4. Click the File menu, and then click Exit.
    5. Click No.

    Reset your password

    You can reset your AIM password by following these instructions: AIM for Desktop: Usernames, Passwords and Sign on Settings

    Why is AIM responding slowly?

    If you find that AIM is running slowly on your computer, please attempt the following solutions in order to resolve the problem.


    My AIM Enhanced IM features aren’t working correctly

    If you encounter a problem with any Enhanced IM features such as talk, video, instant images, or file transfers, please try the solutions below in order to resolve your issue.

    Note: AIM file transfers have a 4 GB limit and interlaced .PNG images are not supported.

    • Update your router's firmware

      There is a known Enhanced IM issue with some routers that may be resolved by downloading and installing the firmware updates for your router. Please contact your router manufacturer for information on available firmware updates.

      Note: If you're able to connect to the internet directly (without your router) and use Enhanced IM features, this may verify that your router is causing the issue.

    • Verify your PC meets the minimum system requirements for AIM
    • Install or update to the latest version of AIM

    Is there a way to disable AIM advertisements?

    AIM is free and available to millions of users. In order to keep AIM free for everybody, different advertisers sponsor AIM. There is no way to disable the advertisements. If you see an advertisement that you like, you can click on it for additional information.