We're sorry to hear you're having trouble with the AOL Desktop Software. Please click the appropriate heading below depending on the type of error message that you've received.

I Received an Error Message While Trying to Connect to AOL

If you received one of the following error messages while trying to connect your AOL Desktop Software to the internet, please click the appropriate help article below (depending on how you connect to the internet).

Broadband: Troubleshooting a Broadband Connection
Dial-up: Troubleshooting a Dial-up Connection

  • Message: The computer's modem is being blocked from connecting (AC-1000)
  • Message: The computer was unable to connect to AOL (AC-0000, AC-0001, AC-0002, AC-0003)
  • Message: The computer could not get an Internet connection (AC-1500, AC-3000, AC-3001, AC-3100, AC3101)
  • Message: The computer was unable to connect to AOL (AC-0008, AC-0009, AC-0010, AC-0011)
  • Message: The computer was unable to connect to AOL (AC-0012, AC-0013, AC-0014)
  • Message: The connection to AOL has been lost (AC-3002)
  • Message: Modem is getting a busy signal (AC-1101 74-UZLS)
  • Message: Modem cannot get a dial tone (AC-1103 44-YBZR)
  • Message: AOL failed to properly respond (AC-1200 AC-1400 AC-3200 AC-44)
  • Message: There is a problem in your AOL setup (AC-0100, AC-0102, AC-0103)
  • Message: Unable to connect to the AOL service
  • Message: Page cannot be displayed
  • Message: Navigation action canceled
  • Message: AOL was unable to use your computer - dial-up
  • Message: DNS server unavailable and unreachable - third-party broadband
  • Message: We were unable to connect to AOL. Your TCP/IP connection may
  • Message: Your computer's modem is being blocked from connecting (77-RFJT, 65-KNJN)
  • Message: Modem dialing timed out
  • Message: Firewall software may be blocking your AOL software, preventing it from communicating with the AOL service
  • Message: Cannot initialize modem

I Received an Error Message While Using the AOL Desktop Software

If you need additional help with your AOL Desktop Software, please visit our help article AOL Desktop Software: Troubleshooting.

Error Messages Related to Sending Email

If you receive one of the following error messages when trying to send email, it could be an issue with the size of your email, the amount of recipients, an issue with the email address that you are sending to or possibly an issue with your own account.

Message: Mail is not available at this time

You may receive the message "Mail is not available at this time" while trying to access your email using the AOL Desktop Software. We apologize for the inconvenience caused. We are currently working towards fixing this issue. Please wait for a few minutes, and then try to access your email again.

Message: You can only send one email at a time. Please wait... try again

If you receive the message "You can only send one email at a time. Please wait for the current email to be sent, then try again," please wait a minute before trying to send another email. You can only send one email at a time. So, if an email is currently being sent, you will have to wait until the process is complete.

Also, verify that there aren't emails waiting to be sent. If there are no emails waiting to be sent, press the Esc key on your keyboard three times and check whether this resolves the problem.

If you still receive this message, please visit our help article AOL Desktop Software: Troubleshooting to help fix the problem.

Note: If you want to send bulk emails, you will need to get your IP address whitelisted. Please visit http://postmaster.aol.com/cgi-bin/whitelist/whitelist_guides.pl to find out if you are eligible for gaining the whitelisted status.

Message: You have been Rate Limited

When an account is Rate Limited, the ability to send emails will be blocked for a period of time. AOL considers the sending of mass messages or the gathering of AOL screen names using instant messages to be abusive online conduct and a violation of AOL's Terms of Service. Rate Limits have been put in place to curtail such abuse and ensure an enjoyable online experience for AOL members.

Message: You are blocked from sending email messages see keyword: Rate Limited

Rate Limits have been put in place to curtail abuse from spammers and ensure an enjoyable online experience. The maximum number of people you can send an email to is constantly changing so that spammers cannot find out what it is. If you need to send an email to a large group of people, please break your mailing list into the smallest groups possible. Please also complete the image challenge test to help solve the problem.

Message: ML-0006 - Message Size Too Large

You may receive the message, "ML-0006 - Message Size Too Large" if you are trying to send too large of an attachment.

The largest piece of email that you can send or accept is 25 MB (megabytes). This includes the message text, headers and the attachment combined. If you are sending more than one file, and the files exceed 25 MB, you will need to either compress the file or split it into smaller parts.

You can also receive this message if the size of the images you have embedded into your email exceeds 25 megabytes.

Message: ML-0019 - Too many recipients

You are receiving the message "ML-009 - Too many recipients" because there are too many email addresses listed in the Send to: or Copy To: boxes of your email message. The mail server is unable to send email with as many email addresses as you have entered.

To resolve this issue, you will need to split up the amount of recipients. You need to send more than one email, each with less number of recipients listed in the Send To: or Copy To: box.

Message: The Recipient(s) Mailbox Could Not Be Found or Temporarily...

You may receive the message "The recipient(s) mailbox could not found or is temporarily unavailable, Error:ML0020" if there is an incorrect email address in the Send To: box.

 

If you send mail to an AOL member, you need only type the member's screen name in the Send To: box. If you send to someone using another Internet Service Provider, you must include the entire email address, including the domain, for example, address@domain.com. If you leave out any portion of the email address, the email will be undeliverable.

Verify the spelling of the email address and check for spaces or incorrect symbols in the email address.

Message: This Address is Too Long. Addresses Are a Maximum of 16 Characters

You may receive the message "This address is too long. Addresses are a maximum of 16 characters" if the address is too long or if you forgot to separate multiple email address with a comma.

Please double check the email address and make sure you've separated multiple email addresses with commas.

Message: Filing Cabinet is full

If you receive the message "Filing Cabinet is Full" while saving emails to your Filing Cabinet using the AOL Desktop Software, it may be because of the 4 GB file size limit on Windows. Compacting your Filing Cabinet will fix this problem. Alternatively, you can also save your emails on the AOL servers by saving them in the Saved on AOL or On AOL folder.

To compact the Filing Cabinet:

1. Start AOL Desktop, but don't sign in.

2. Click the Mail menu, and then click Mail Settings.

3. Click the Manage Saved Mail drop-down menu, and then click Compact.

4. Click the Compact Now button.

5. Click the OK button.

6. Click the Save button.

General Software Error Messages

Message: AOL has encountered a problem and needs to close

If you may receive the message "AOL has encountered a problem and needs to close" while using the AOL Desktop Software, please visit our AOL Desktop Software: Troubleshooting help article.

Message: Account cancelled

If you receive the Account cancelled error message, it means that your account has been cancelled. Please visit our help article Account Management: Cancel or reactivate your AOL account.

Message: Flash plug-in required

If you receive the Flash plug-in required, please download and install the latest version of Flash to fix the problem.

Note: Please download and install the latest version of Flash Player to access the AOL websites. ActiveX must be installed on your computer before you can install Flash Player. If ActiveX is not installed on your computer, you will see an information bar at the top of the browser indicating that you need to install ActiveX. Click the information bar, and then click Install ActiveX Control. Click Install, and follow the on-screen instructions to install the player.