Message: Your computer is currently running communication software that needs to be shut down before installing AOL

Sometimes, you may receive the message "Your computer is currently running communication software that needs to be shut down before installing AOL" while trying to install the AOL software. Listed below are the solutions to resolve the issue. After trying the first solution, check whether you can install the AOL software. If you are still unable to install the software, 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. You can find this information by following the steps given in the online help article Determining your version of Microsoft Windows.

Solutions


Restart your computer and try again

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 the computer. This helps clear the internal memory (RAM), which often resolves many issues.


Stop the waol.exe32 process using Task Manager

Follow the steps below to stop the waol.exe32 process:

1. Press and hold the Ctrl and Alt keys on your keyboard, while you tap the Delete key. A dialog box will appear.

2. Click the Task Manager button.

Note: Instead of Steps 1 and 2, you can also right-click the Windows Taskbar and click Task Manager.

3. Click the Processes tab.

4. Find and right-click waol.exe32 and then click End Process.

Note: You can also find and click waol.exe32 to highlight it, and then click the End Process button.

5. Click the Yes button.

6. Click the X button on the upper-right of the window, to close the Task Manager window.


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.


Contact your computer manufacturer

We have determined that the issue is not caused by the AOL 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 other programs that AOL uses in order to deliver content to your computer, and these programs should function efficiently. 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 computer operating system
  • Several media players
  • Many text editors and text viewers
  • Microsoft Internet Explorer and other Web browsers

Back to Top

Message: Unable to connect to the AOL service

We are really sorry you are having trouble connecting using the AOL software. Try the solutions listed below. After trying the first solution, check whether you can connect to the AOL service. If you continue to receive the error message, try 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. You can find this information by following the steps given in the online help article How do I determine the version of Windows I have?

You will also need to know the version of AOL Connectivity Service (ACS) installed on your computer before attempting the solutions given below. If you are using AOL 9.0 VR or higher, you have ACS 4 installed on your computer. If you are using AOL 9.0 Optimized, AOL 9.0 Optimized SE/LE, or AOL Security Edition, follow the instructions given in the online help article How do I determine the version of AOL Connectivity Service (ACS) I have?

Solutions


Select correct Connection

1. Start the AOL software, but do not sign on.

2. Click the Connection drop-down menu, and then click the connection method.

Note: For dial-up connections, the default location is Home. All broadband connection methods use Broadband as the default.

Back to Top


Check physical connections

1. Check whether the phone cord is unplugged from the back of the computer or wall jack.

2. Plug a telephone cord into the phone jack used by the modem, and then pick up the receiver to check for the dial tone. If there is no dial tone, please contact your local phone company.

3. Ensure that the phone line goes directly from the wall jack to the computer. Disconnect any splitters or answering machines that are connected to the phone line to ensure that these devices are not causing the issue.

4. Ensure that one end of the phone cord is plugged into the wall jack and the other end is plugged into the modem jack. The modem jack will either be labeled Line or be represented by a phone receiver.

5. If you are using an external modem, ensure that the power cord is plugged into a working wall jack.

6. Ensure that another member of the household is not using the home phone line.


Manually add a dial-up location or an access number

The access numbers that you use to connect to the AOL service may have changed or may be temporarily unavailable. Manually adding access phone numbers may help you resolve this issue, especially if you are traveling with your computer. The instructions to manually add access numbers may differ depending on the version of ACS on your computer. Please click the link corresponding to the version of ACS you have on your computer for instructions to add new access numbers.

Back to Top


Delete all connection locations and redetect the modem

Completely deleting the sign on locations and connectivity files removes not only bad access phone numbers but also dialing options and incorrect modem or broadband settings. The AOL software will automatically search for and select the right connection device, and guide you through the process of selecting appropriate access phone numbers and dialing options.

WARNING: You will incur charges on your phone bill if you select an AOL access phone number that is a long-distance call or is not covered by your local calling plan. Please check with your local phone company to determine whether the access phone numbers that you select are local for your calling plan. Remember that members on certain plans may be charged an hourly rate for dial-up connections. See AOL Keyword: My Account for details regarding the charges applicable to your account.

Please click the link corresponding to the version of ACS on your computer for instructions to delete the connection locations and redetect the modem.


Temporarily disable your firewall or configure McAfee

There may be a firewall or other security software on your computer that is preventing you from connecting to the AOL service. You can temporarily disable your firewall and check whether you are able to connect to the Internet. To learn how to disable the firewall, read our online help article Disable third-party firewall software.

Back to Top


Disable SystemGuard using McAfee

SystemGuard may be blocking the AOL software from connecting to the AOL service. Disabling SystemGuard may help you resolve this issue.


Check the modem using Windows dialer

While troubleshooting connectivity issues, it is important to ensure that the modem is working properly. If the modem does not generate any output, you will need to contact the manufacturer of the modem for further assistance. The instructions to check the modem using the Windows dialer may differ depending on the version of Windows installed on your computer. Please click the appropriate link given below to check the modem using the Windows dialer.


Manually set up the modem

Some older models of the modem cannot be detected by the AOL software. If the AOL software is not able to detect the modem, you can manually enter the modem configuration. The online help article Manually set up the dial-up modem explains how you can configure your modem manually.

Back to Top


Configure Microsoft Internet Explorer to never dial a connection

If a program on your computer needs to access the Internet, then Internet Explorer may launch the AOL software in an effort to get online. This feature of Internet Explorer, if enabled, may cause the issue you are currently facing. For instructions on how to set Internet Explorer to never dial a connection, please read our online help article Configure Microsoft Internet Explorer to never dial a connection.


Configure remote access settings

The Windows operating system contains remote access service files that are required for the AOL software to connect you to the Internet. If these files are not configured properly, they can cause the issue that you are currently experiencing. Follow the instructions given in the online help article Configure remote access settings to configure the remote access settings on your computer.


Uninstall and reinstall ACS

The AOL software uses ACS to connect to the AOL service. Uninstalling ACS will allow a fresh copy of the ACS files to be installed. Please click the appropriate link from the table below to know how to uninstall and reinstall ACS.

Operating System
ACS Version
Windows 7/VistaACS 4NANANA
Windows XPACS 4ACS 3ACS 2ACS 1
Windows 2000ACS 4ACS 3ACS 2ACS 1
Windows Me/98ACS 4ACS 3ACS 2ACS 1

Back to Top


Run Quick Restore

The Quick Restore feature allows you to reset the AOL software to the default state by deleting all 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 will receive a series of AOL software updates.

Please click the link corresponding to the version of ACS installed on your computer for instructions to run Quick Restore.

Note: If you are using AOL Desktop v10.1, skip to the next solution.

Back to Top


Repair the network stack list using NetShell

Note: If you are using Windows 98/Me, follow the instructions given in the online help article How to run WebUtil?.

One of the components of the Internet connection on your computer is a built-in set of instructions called TCP/IP (Transmission Control Protocol/Internet Protocol). TCP/IP can sometimes become damaged or corrupted. If you can't access websites in spite of trying all the above-mentioned solutions, we suspect TCP/IP to be the cause of the issue.

TCP/IP is a core component of Windows. Therefore, you cannot remove the TCP/IP stack. However, you can reset TCP/IP to its original state by using the NetShell utility (netsh).

Click the link corresponding to the version of Windows installed on your computer to know how to repair the network stack.


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, and reinstalling the software installs new, error-free files.

Please click the link corresponding to the version of Windows on your computer for instructions to uninstall the AOL software.


Contact your computer manufacturer

We have determined that the issue is not caused by the AOL 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. AOL uses many programs to deliver content to your computer, and these programs should function efficiently. 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 computer operating system
  • Several media players
  • Many text editors and text viewers
  • Microsoft Internet Explorer and other Web browsers

Back to Top

Message: AOL will now install files in order to connect

You may receive the message “AOL will now install files in order to connect.” To resolve this issue, please try the following solutions. Start with the first solution then try to launch the AOL Desktop Software. If there is still an error, continue with the solutions until the problem is solved.

Note: You may wish to print or save a copy of these instructions as this page may not remain visible while 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. You can find this information by following the steps given in the help article How do I determine the version of Windows I have?.

You will also need to know the version of AOL Connectivity Service (ACS) installed on your computer before attempting the solutions given below. If you are using AOL 9.0 VR or higher, you have ACS 4 installed on your computer. If you are using AOL 9.0 Optimized, AOL 9.0 Optimized SE/LE or AOL Security Edition, please determine the version of ACS you have.

Solutions


Determine whether Device Manager is blank

The instructions to check Device Manager will vary depending on the version of Windows installed on your computer. Please click the appropriate link given below.

To check Device Manager in Windows 8/7/Vista:

1. Click Start, and then click Control Panel.

Note: If you are using Windows 8, you can find the Control Panel by moving the mouse pointer to the top right of the Desktop screen and then clicking on Settings.

2. Click the System and Maintenance or System and Security icon.

Note: If Classic View is selected in the left pane of the Control Panel window, double-click the System icon, and then skip to Step 4.

3. Double-click the System icon.

4. Click the Device Manager link.

5. Click Continue.

6. Determine whether the Device Manager window is blank.

Notes:

To check Device Manager in Windows XP:

1. Click Start, and then click Control Panel.

2. Click the Performance and Maintenance icon.

Note: If Classic View is selected in the left pane of the Control Panel window, double-click the System icon, and then skip to Step 4.

3. Double-click the System icon.

4. Click the Hardware tab.

5. Click Device Manager.

6. Determine whether the Device Manager window is blank.

Notes:

To check Device Manager in Windows 2000/Me/98:

1. Click Start, select Settings, and then click Control Panel.

2. Double-click the System icon.

3. Click the Hardware tab.

Note: If you are using Windows 98, skip to Step 4.

4. Click Device Manager.

5. Determine whether the Device Manager window is blank.

Notes:


Uninstall and reinstall ACS

If you are using a broadband connection, skip to Download Dialer Fix. If you are using a dial-up connection, follow the steps given below.

The AOL Desktop Software uses ACS to connect to the AOL service. Uninstalling ACS will allow a fresh copy of the ACS files to be installed. Please click the appropriate link from the table below to know how to uninstall and reinstall ACS.

Operating SystemACS Version
Windows 8/7/VistaACS 4NANANA
Windows XPACS 4ACS 3ACS 2ACS 1
Windows 2000ACS 4ACS 3ACS 2ACS 1
Windows Me/98ACS 4ACS 3ACS 2ACS 1

Download Dialer Fix

1. Go to aol.com/dialerfix.

2. Click Click to Download Now.

3. Click Run.

4. Click Run again. Dialer Fix will be downloaded onto your computer.

5. Start the AOL Desktop Software.


Configure ACS service to start automatically

If ACS is not configured properly, it can cause the issue that you are currently experiencing. Configuring ACS to start automatically often resolves the issue.

To configure ACS to start automatically:

1. Open the Services window.

  • If you are using Windows 8, press the windows button on your keyboard or move your mouse to the bottom left of the screen and then click the Start window that you see. To locate Run, press "R" on your keyboard. In the Open box, type "services.msc" and then press Enter.

  • If you are using Windows 7 or Vista: Click the Start button. In the Search box, type "services.msc" and then press the Enter key on your keyboard. If prompted by the User Account Control window, click Yes or Continue.
  • If you are using Windows XP, 2000, Me or 98: Click Start, and then click Run. In the Open box, type "services.msc" and then press the Enter key on your keyboard.

2. Right-click AOL Connectivity Service, and then click Properties.

3. On the General tab, click the Startup type drop-down menu to open it, and then select Automatic.

Note: If the service is already set to Automatic, skip to the next step.

4. Under Service status, click Start, and then click OK.

Note: If the service has already started, the Start button will be inactive and you will not be able to click it. Just click OK to close the AOL Connectivity Service Properties window.

5. Launch the AOL Desktop Software.


Set Internet Explorer to never dial a connection

If a program on your computer needs to access the internet, then Internet Explorer may launch the AOL Desktop Software in an effort to get online. This feature of Internet Explorer, if enabled, may cause the issue you are currently facing. For instructions to set Internet Explorer to never dial a connection, please refer to the help article Configure Microsoft Internet Explorer to never dial a connection.


Run AOL Desktop Software as an administrator

If you're experiencing this issue in Windows Vista, Windows7 or Windows 8, you should attempt to run your AOL Desktop Software in compatibility mode and as an administrator. To do so, please follow the instructions below:

1. Double-click My Computer or Computer and navigate to C:\Program Files\AOL x.x\, where x.x is the version of the AOL Desktop Software you are using.

2. Right-click aol.exe and select Properties.

3. Under the Compatibility tab, check the Run this program in compatibility for: check box.

4. Select Windows XP (Service Pack 3) from the newly available drop-down.

5. Click OK.

6. Right-click aol.exe and select Run as administrator.

7. Click Yes on the User Account Control prompt. Your AOL Desktop Software will now launch with the applied compatibility settings and with administrator rights.

 


 

Uninstall and reinstall the AOL Desktop Software

If the issue persists, we recommend that you uninstall and reinstall the AOL Desktop Software. Uninstalling the AOL Desktop Software removes all damaged and non-repairable files. Once the uninstalling process is complete, reinstalling a new copy of the AOL Desktop Software is quick and easy. Uninstalling the AOL Desktop Software will remove all Usernames and settings associated with it. However, your Personal Filing Cabinet (PFC) 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 Desktop Software, ensure that you remember your password before you uninstall the AOL Desktop 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. To do so, you will need to remember the answer to your Account Security Question (ASQ). You can change your ASQ if you don’t remember the answer. For instructions on how to change your password or ASQ, refer to the following help articles:

Please click the link corresponding to the version of Windows on your computer for instructions to uninstall the AOL Desktop Software.

Note: If you are unable to uninstall the AOL Desktop Software, refer to our help article Can't uninstall the AOL Desktop Software.


Manually delete the AOL folders to uninstall the AOL Desktop Software completely

Sometimes, uninstalling the AOL Desktop Software may not resolve the issue that you are currently facing. In such cases, manually deleting the AOL folders will ensure that all AOL files and folders are removed from your computer. The instructions to delete AOL folders differ depending on the version of Windows installed on your computer. Click the appropriate link given below for instructions to manually delete the AOL folders.


Run Quick Restore

The Quick Restore feature resets the AOL Desktop Software to its default settings by deleting all updates downloaded in the past. It can help resolve issues that you may have with AOL Desktop without having to reinstall the software. Once Quick Restore is completed, you will receive a series of TOD updates for the AOL software.

Notes:

IMPORTANT: Ensure that you remember your AOL password, as running Quick Restore will delete it from the AOL Desktop. If you don’t remember your password, we recommend that you reset it before you proceed. For this, you need to remember the answer to your Account Security Question (ASQ); however, 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 help articles:

The steps to run Quick Restore may differ depending on the version of AOL Connectivity Service (ACS) installed on your computer. To find the version of ACS installed on your computer, follow the instructions given in our help article How do I determine the version of AOL Connectivity Service (ACS) I have?

Please click the one of the following link corresponding to the version of ACS installed on your computer for instructions to run Quick Restore.

Message: The computer could not get an Internet connection (AC-1500, AC-3000, AC-3001, AC-3100, AC3101)

You may receive the message "The computer could not get an Internet connection (AC-1500, AC-3000, AC-3001, AC-3100, AC-3101)" while trying to sign on to the AOL software. Listed below are the solutions to resolve the issue. After trying the first solution, check whether you can connect to the AOL service. If you still receive the message, 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. You can find this information by following the steps given in the online help article How do I determine the version of Windows I have?

You will also need to know the version of AOL Connectivity Service (ACS) installed on your computer before attempting the solutions given below. If you are using AOL 9.0 VR or higher, you have ACS 4 installed on your computer. If you are using AOL 9.0 Optimized, AOL 9.0 Optimized SE/LE, or AOL Security Edition, follow the instructions given in the online help article How do I determine the version of AOL Connectivity Service (ACS) I have?

Solutions


Select the correct location

1. Launch the AOL software, but do not sign on.

2. Click the Connection drop-down menu, and then click the location specific to your connection method.

Note: For dial-up connections, the default location is Home. All broadband connection methods use Broadband as the default.


Verify whether the web page can be accessed using an external browser

Note: If you are using a dial-up connection to connect to the AOL service, skip to Delete all connection locations and redetect the modem to continue troubleshooting.

Try connecting to the AOL web page with a stand-alone browser, for e.g. Internet Explorer, to determine whether the broadband connection to the Internet works without using the AOL software.

To open Internet Explorer

1. Click Start.

2. In the Search or Start Search box, type Internet Explorer, and then tap the Enter key on your keyboard. Alternatively, select Programs or All Programs, and then click Internet Explorer.

3. In the Address box, type http://www.aol.com, and then press the Enter key on the keyboard.

If the AOL web page opens, try signing on to the AOL software again. However, if you are unable to access the Internet with the external browser, please contact your Internet Service Provider.


Power cycle the computer, modem, and any home networking equipment

Restart your computer and all connectivity-related hardware components to ensure that they respond correctly. To know how to do so, refer to our online help article Power cycle your computer modem and/or router using Windows

 


 

Compatibility issues with the latest Avast Free Antivirus software and AOL 9.5 and AOL Desktop 9.6

There’s a known compatibility issue with the most recent version of Avast Free Antivirus software and AOL 9.5 and AOL Desktop 9.6 when trying to connect using a dial-up connection.

Uninstalling the Behavior Shield of the Avast Antivirus software will fix the connection issue. Will this remove the antivirus software? Nope. You'll still be protected. Only the Behavior Shield is uninstalled and not your Avast Antivirus software.

Note: If you're a broadband user with Avast Free Antivirus software and you're encountering problems connecting, close the AOL software. This will allow Avast to push an update to your computer, which will fix the compatibility issue with AOL.

If you need help uninstalling the Behavior Shield, please read our help article I recently upgraded my Avast Free Antivirus software and now I’m havin

 


 

Delete all connection locations and redetect the modem

Completely deleting the sign on locations and connectivity files removes bad access phone numbers, dialing options, and incorrect modem or broadband settings. The AOL software will automatically search for and select the right connection device, and guide you through the process of selecting appropriate access phone numbers and dialing options.

WARNING: You will incur charges on your phone bill if you select an AOL access phone number that is a long-distance call or is not covered by your local calling plan. Please check with your local phone company to determine whether the access phone numbers that you select are local for your calling plan. Remember that members on certain plans may be charged an hourly rate for dial-up connections. See AOL Keyword: My Account for details about the charges applicable to your account.

Please click the link corresponding to the version of ACS on your computer for instructions to delete the connection locations and redetect the modem.


Manually add access phone numbers

The access numbers that you use to connect to the AOL service may have changed or may be temporarily unavailable. Manually adding access phone numbers may help you resolve this issue, especially if you are traveling with your computer. The instructions to manually add access numbers may differ depending on the version of ACS on your computer. Please click the link corresponding to the version of ACS you have on your computer for instructions to add new access numbers.


Uninstall and reinstall ACS

The AOL software uses ACS to connect to the AOL service. Uninstalling ACS will allow a fresh copy of the ACS files to be installed. Please click the appropriate link from the table below to know how to uninstall and reinstall ACS.

Operating System
ACS Version
Windows 8/7/VistaACS 4NANANA
Windows XPACS 4ACS 3ACS 2ACS 1
Windows 2000ACS 4ACS 3ACS 2ACS 1
Windows Me/98ACS 4ACS 3ACS 2ACS 1

Temporarily disable your firewall or configure McAfee

There may be a firewall or other security software on your computer that is preventing you from connecting to the AOL service. You can temporarily disable your firewall and check whether you are able to connect to the Internet. To learn how to disable the firewall, read our online help article Disable third-party firewall software.


Run McAfee Virtual Technician

If you have trouble using the McAfee Internet Security Suite subscription software, you should try running McAfee Virtual Technician (MVT), which is an automatic issue-detection and repair tool. MVT is a McAfee online support process that resolves nearly 50 percent of McAfee product issues. You can download this small utility for free by visiting mvt.mcafee.com.

If MVT doesn’t resolve your issue, you will be presented with additional support options.


Remove your McAfee products

The McAfee consumer product removal tool (MCPR) will remove McAfee software or any other AOL computer security product from your computer.


Restart your system in Safe mode with Networking

If you're experiencing any issues connecting to the internet:

1. Restart your system in Safe mode with Networking:

  • Save your data and close all open programs.
  • Make sure your computer is directly wired to your router or internet connection. Wireless functionality may not be available.
  • Restart you computer. When it's starting back up, tap the F8 key repeatedly until you enter the Advanced Boot menu. If you do not enter the Advanced Boot menu, restart again and press and hold F8.
  • When the Advanced Boot menu appears, use the arrow keys on your keyboard to select Safe Mode with Networking and then press Enter. When Windows finishes starting in Safe mode, continue to the next step.

2. Open your web browser and visit http://download.mcafee.com/products/licensed/cust_support_patches/6807standalonetool.zip.

3. Save the file to your Desktop.

4. Extract the file to your Desktop.

5. Open the extracted folder and double-click McERTFixWrap.exe to open the standalone tool.

6. The tool will run and may take several minutes to complete.

7. Once the tool finishes running, restart your computer. Your internet connectivity should be restored.

 


 

Restore McAfee default settings

To restore your McAfee firewall back to the default settings:

1. On the Windows taskbar next to the clock, right click the McAfee icon, then click Open SecurityCenter.

2. Click Firewall.

3. Click Settings.

4. Click Restore Defaults.

 


 

Disable SystemGuard using McAfee

SystemGuard may be blocking the AOL software from connecting to the AOL service. Disabling SystemGuard may help you resolve this issue.


Repair the network stack list using NetShell

Note: If you are using Windows 98/Me, follow the instructions given in the online help article How to run WebUtil?.

One of the components of the Internet connection on your computer is a built-in set of instructions called TCP/IP (Transmission Control Protocol/Internet Protocol). TCP/IP can sometimes become damaged or corrupted. If you can't access websites in spite of trying all the above-mentioned solutions, we suspect TCP/IP to be the cause of the issue.

TCP/IP is a core component of Windows. Therefore, you cannot remove the TCP/IP stack. However, you can reset TCP/IP to its original state by using the NetShell utility (netsh).

Click the link corresponding to the version of Windows installed on your computer to know how to repair the network stack.


Check the Network adapter

There may be a disabled Network adapter in your computer that is preventing you from connecting to the AOL service. You can enable the Network adapter installed in your computer. The online help article Enable the Network adapter explains how you can enable the Network adapter.


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 Desktop Software.


Contact your computer manufacturer

We have determined that the issue is not caused by the AOL 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. AOL uses many programs to deliver content to your computer, and these programs should function efficiently. 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 computer operating system
  • Several media players
  • Many text editors and text viewers
  • Microsoft Internet Explorer and other web browsers

Message: The computer was unable to connect to AOL (AC-0000, AC-0001, AC-0002, AC-0003)

If you receive the error message "The computer was unable to connect to AOL (AC-0000, AC-0001, AC-0002, AC-0003)" while trying to sign on to the AOL service, try the solutions listed below to resolve the issue. After trying the first solution, check whether you are able to connect to the AOL service. If you continue receiving the error message, try 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. You can find this information by following the steps given in the online help article Determining your version of Microsoft Windows

You will also need to know the version of AOL Connectivity Service (ACS) installed on your computer before attempting the solutions given below. If you are using AOL 9.0 VR or higher, you have ACS 4 installed on your computer. If you are using AOL 9.0 Optimized, AOL 9.0 Optimized SE/LE, or AOL Security Edition, follow the instructions given in the online help article How do I determine the version of AOL Connectivity Service (ACS) I have?

Solutions


Verify whether the Web can be accessed using an external browser

Note: If you are using a dial-up connection to connect to the AOL service, skip to Temporarily disable your firewall or configure McAfee to continue troubleshooting.

Determine whether you are able to access the Internet using Internet Explorer or Netscape. Try connecting to a Web page, such as http://www.aol.com/, with a stand-alone browser to determine whether the connection to the Internet works without using your AOL software.

Notes:

After restarting the computer, modem, and router, check whether you are able to access the Web using an external browser. If you are still unable to access the Web, you will need to contact your ISP for further assistance. The AOL software is a program on your computer just like Microsoft Internet Explorer. If Internet Explorer does not function with your Internet connection, then the AOL software won't be able to either. Therefore, in order to get the issue resolved, you'll need to contact your ISP.

On the other hand, if you are able to access the Web using an external browser after restarting the computer, try signing on to the AOL service. If you are still unable to sign on, go to the next solution to continue troubleshooting.

 


 

Temporarily disable your firewall or configure McAfee

There may be a firewall or other security software on your computer that is preventing you from connecting to the AOL service. You can temporarily disable your firewall and check whether you are able to connect to the Internet. To learn how to disable the firewall, read our online help article Disable third-party firewall software.

 


 

Restore McAfee Default Settings

To restore your McAfee Firewall back to the default settings:

1. Click the Start button and then move your pointer over All Programs, McAfee, and then McAfee Firewall.

2. Click Firewall.

3. Click Settings.

4. Click Restore Defaults.


Disable SystemGuard in McAfee Internet Security Suite - Special edition from AOL

SystemGuard may be blocking the AOL software from connecting to the AOL service. Disabling SystemGuard may help you resolve this issue.


Check the modem using Windows dialer

While troubleshooting connectivity issues, it is important to ensure that the modem is working properly. If the modem does not generate any output, you will need to contact the manufacturer of the modem for further assistance. The instructions to check the modem using the Windows dialer may differ depending on the version of Windows installed on your computer. Please click the appropriate link from the ones given below to check the modem using the Windows dialer.


Repair the network stack list using NetShell

Note: If you are using Windows 98/Me, follow the instructions given in the online help article How to run WebUtil?.

One of the components of the Internet connection on your computer is a built-in set of instructions called TCP/IP (Transmission Control Protocol/Internet Protocol). TCP/IP can sometimes become damaged or corrupted. If you can't access websites in spite of trying all the above-mentioned solutions, we suspect TCP/IP to be the cause of the issue.

TCP/IP is a core component of Windows. Therefore, you cannot remove the TCP/IP stack. However, you can reset TCP/IP to its original state by using the NetShell utility (netsh).

Click the link corresponding to the version of Windows installed on your computer to know how to repair the network stack.


Delete all connection locations and redetect the modem

Completely deleting the sign on locations and connectivity files removes bad access phone numbers, dialing options, and incorrect modem or broadband settings. The AOL software will automatically search for and select the right connection device, and guide you through the process of selecting appropriate access phone numbers and dialing options.

WARNING: You will incur charges on your phone bill if you select an AOL access phone number that is a long-distance call or is not covered by your local calling plan. Please check with your local phone company to determine whether the access phone numbers that you select are local for your calling plan. Remember that members on certain plans may be charged an hourly rate for dial-up connections. See AOL Keyword: My Account for details of charges applicable to your account.

Please click the link corresponding to the version of ACS on your computer for instructions to delete the connection locations and redetect the modem.


Manually add access phone numbers

The access numbers that you use to connect to the AOL service may have changed or may be temporarily unavailable. Manually adding access phone numbers may help you resolve this issue, especially if you are traveling with your computer. The instructions to manually add access numbers may differ depending on the version of ACS on your computer. Please click the link corresponding to the version of ACS you have on your computer for instructions to add new access numbers.


Uninstall and reinstall ACS

The AOL software uses ACS to connect to the AOL service. Uninstalling ACS will allow a fresh copy of the ACS files to be installed. Please click the appropriate link from the table below to know how to uninstall and reinstall ACS.

Operating System
ACS Version
Windows 8/7/Vista
NA
NA
NA
Windows XP
Windows 2000
Windows Me/98
 

Enable only essential startup programs

Multiple programs may have been set to start automatically when a computer is turned on. Some of these programs may cause the issue that you are currently facing. Not all startup programs are essential for the proper functioning of your computer. Click the link corresponding to the version of Windows installed on your computer to know how to enable only essential startup programs on your computer.

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


Configure remote access settings

The Windows operating system contains remote access service files that the AOL software requires to connect you to the Internet. If these files are not configured properly, they can cause the issue that you are currently experiencing.

Please read our online help article Configure remote access settingsto help resolve this issue.


Add a Broadband location

1. Click on the AOL Desktop Icon.

2. Click Connectivity and select Connect Options.

 

3. Click on Advanced Broadband Settings.

 

4. Click Continue.

 

5. Click Add a Broadband profile.

 

6. Type a profile name and click Add.

 

7. Check the box next to Automatically reconnect me and ignore interruptions in the event of an unexpected disconnect. Next, click the drop-down box under Connection Type and select Broadband (High-Speed, Cable, DSL, or other ISP) and click Save.


Run Quick Restore

The Quick Restore feature allows you to reset the AOL software to the default state by deleting all updates downloaded in the past. This can help resolve issues that you may have with your AOL software without having to reinstall the software.

Once Quick Restore is completed, you will receive a series of AOL software updates, also known as AOL TOD (Tools on Demand) updates.

Please click the link corresponding to the version of ACS installed on your computer for instructions to run Quick Restore.

Note: If you are using AOL Desktop v10.1, skip to the next solution.


Power cycle the computer, modem, and any home networking equipment

The AOL software can use your existing broadband connection or create its own connection to access the AOL service. Restarting your computer and resetting your connection hardware will help your computer get a better connection.

To power cycle your computer, modem, and router:

1. Shut down your computer:

  • If using Windows Vista, click Start, click the arrow next to Lock this computer, and then click Shut Down.
  • If using Windows XP Home Edition, click Start, and then click Turn Off Computer. Click Turn off.
  • If using Windows XP Pro/2000/Me, click Start, and then click Shut Down. Click the What do you want the computer to do? drop-down menu to open it, select Shut down, and then click OK.
  • If using Windows 98, click Start, and then click Shut Down. Select the Shut down option, and then click OK.

2. Unplug the power cord from your cable, DSL, or dial-up modem, and router (if you have one).

3. Wait 30 seconds.

4. If you use an external modem, plug the power cord into your cable, DSL, or dial-up modem.

5. If you have a router, plug the power cord into your router.

6. Turn on your computer.


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, and reinstalling the software installs new, error-free files.

Please click the link corresponding to the version of Windows on your computer for instructions to uninstall the AOL software.

Message: An error occurred while loading a file. AOL will attempt to restore the file

If you receive the message "An error occurred while loading a file. AOL will attempt to restore the file while trying to access your Personal Filing Cabinet (PFC) using the AOL software," then try the solutions listed below. After trying the first solution, check whether the issue is resolved. 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 the Microsoft Windows operating system installed on your computer. You can find this information by following the instructions given in the online help article Determining your version of Microsoft Windows

Solutions


Compact, and then restore the PFC file

If emails are not stored properly in the PFC, the AOL software will not be able to read them. Compacting and then restoring the PFC will regroup the emails and make your PFC readable. The instructions to compact and then restore your PFC are given in the online help article How do I compact the Personal Filing Cabinet?


Restore the PFC file from a backup copy

The AOL software creates a backup copy of the PFC file every four weeks. You can restore your PFC file from this backup copy.

To restore the PFC file in AOL 9.0 or higher versions of AOL

1. Start the AOL software, but do not sign on.

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

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

4. Click Yes.

5. Click Save. Your PFC file is now restored.

To restore the PFC file in AOL 8.0 or lower versions of AOL

1. Start the AOL software, but do not sign on.

2. Click the File menu, and then click Filing Cabinet.

3. Click the Manage drop-down menu, and then click Restore.

4. Click Yes.

5. Close all open windows.


Manually restore the PFC file from a backup copy

The AOL software creates a backup copy of the PFC file every four weeks. You can restore your PFC file from this backup copy.

Note: You must sign off from the AOL service in order to restore your PFC file.

To restore the PFC file from a backup copy in AOL 9.0 or higher versions of AOL

1. Click Start, click All Programs or Programs, click AOL, and then click AOL System Information.

Note:

  • If you are using Windows 8, on the Windows taskbar, right-click the AOL icon, and then click System Information. If prompted by the User Account Control, click Yes.

  • If you are unable to access AOL System Information, go to the online help article Open Data Folder for instructions on how to manually open the Data Folder. Click the Back to the previous page button of that help article to return to this article, and then continue from Step 8.

2. Click the Utilities tab.

3. In the AOL Utilities section, next to Close All AOL Programs, click Close AOL.

4. Click Continue.

5. Click OK.

6. Click the AOL Software tab.

7. Click Open Data Folder.

8. Double-click the backup folder.

9. Right-click the appropriate Username file that has no extension, and then click Copy.

10. Click Back.

11. Double-click the Organize folder.

12. Right-click, and then click Paste.

13. Click Yes, if prompted to confirm file replacement.

14. Close all open windows.

To restore the PFC file from a backup copy in AOL 8.0 or lower versions of AOL

1. Click Start, click All Programs or Programs, click AOL, and then click AOL System Information.

Note: If you are unable to access AOL System Information, go to the online help article Open Data Folder for instructions on how to manually open the Data Folder. Click the Back to the previous page button of that help article to return to this article, and then continue from Step 3.

2. Click Folder.

3. Double-click the backup folder.

4. Right-click the appropriate Username file that has no extension, and then click Copy.

5. Click Back.

6. Double-click the Organize folder.

7. Right-click, and then click Paste.

8. Click Yes, if prompted to confirm file replacement.

9. Close all open windows.


Search and manually restore the PFC file

If you do not have a backup copy of the PFC file or if the backup copy is corrupted, you can manually restore the PFC file from another copy. However, this can sometimes result in loss of data.

To manually restore the Personal Filing Cabinet in AOL 9.6, AOL 9.5 on Windows 7 and 8

1. Click Start, and then click Computer.

2. On the upper right, in the Search Computer box, enter your Username.

3. From the search results, select the Username file that has no extension. If there are multiple Username files, select the most recently used Username file or the one with the largest file size.

Note: If the search doesn't display any results, then you don't have a backup copy of your PFC, and your PFC cannot be recovered.

4. Click the Organize drop-down menu, and then click Copy.

5. Click Start, click All Programs or Programs, click AOL, and then click AOL System Information.

Note:

  • If you are using Windows 8, on the Windows taskbar, right-click the AOL icon, and then click System Information. If prompted by the User Account Control, click Yes.

  • If you are unable to access AOL System Information, go to the online help article Open Data Folder for instructions on how to manually open the Data Folder. Click the Back to the previous page button of that help article to return to this article, and then continue from Step 8.

6. Click the AOL Software tab, and then click Open Data Folder.

7. Double-click the folder that corresponds to the version of the AOL software that you are using.

8. Right-click the Organize folder, and then click Paste.

9. Click Yes, if prompted to confirm file replacement.

10. Close all open windows.

To manually restore the Personal Filing Cabinet in any version of AOL 9.0 on Windows Vista

1. Click Start, and then click Search.

2. On the upper right, click the arrow next to Advanced Search.

3. Click the Location drop-down menu, and then click Computer. In the box next to Name, type your Username, and then click Search.

4. Select the Username file that has no extension. If there are multiple Username files, select the most recently used Username file or the one with the largest file size.

Note: If the search doesn't display any results, then you don't have a backup copy of your PFC, and your PFC cannot be recovered.

5. Click the Organize drop-down menu, and then click Copy.

6. Click Start, click All Programs or Programs, click AOL, and then click AOL System Information.

Note: If you are unable to access AOL System Information, go to the online help article Open Data Folder for instructions on how to manually open the Data Folder. Click the Back to previous page button of that help article to return to this article, and then continue from Step 8.

7. Click the AOL Software tab, and then click Open Data Folder.

8. Double-click the folder that corresponds to the version of the AOL software you are using.

9. Right-click the Organize folder, and then click Paste.

10. Click Yes, if prompted to confirm file replacement.

11. Close all open windows.

To manually restore the Personal Filing Cabinet in any version of AOL 9.0 or AOL 8.0 on Windows XP/2000/Me/98

1. Open the Search window:

  • If you are using Windows XP, click Start, and then click Search or Start Search.
  • If you are using Windows 2000/Me, click Start, select Search, and then click For Files or Folders.
  • If you are using Windows 98, click Start, select Find, and then click Files or Folders.

2. Search for your Username:

  • If you are using Windows XP, on the Search Results window, click All files and folders. Type your Username in the check box next to All or part of the file name, and then click Search.
  • If you are using Windows 2000/Me, type your Username in the Search for files or folders named box, and then click Search Now.
  • If you are using Windows 98, type your Username in the Named box, and then click Find Now.

3. Select the Username file that has no extension. If there are multiple Username files, select the most recently used Username file or the one with the largest file size.

Note: If the search doesn't display any results, then you don't have a backup copy of your Filing Cabinet.

5. Click the Edit menu, and then click Copy.

6. Click Start, select ALL Programs or Programs, select America Online, and then click AOL System Information.

7. Click Data Folder.

Notes:

  • If you are using AOL Optimized 9.0 SE/LE, click the WAOL tab, and then click Data folder.
  • If you are using AOL 8.0, click Folder.

8. Double-click the folder that corresponds to the version of the AOL software that you are using.

9. Right-click the Organize folder, and then click Paste.

10. Click Yes, if prompted to confirm file replacement.


Remove the PFC file of the affected Username

Sometimes, the PFC file may become permanently corrupted and will have to be removed from its default location for your mailbox to display correctly. You can move the PFC file to your desktop.

Note: Run the AOL process shut down utility before you move the PFC.

To move the PFC file to the desktop

1. Close the AOL software.

2. Click Start, click All Programs or Programs, click AOL, and then click AOL System Information.

Note: If you are unable to access AOL System Information, go to the online help article Open Data Folder for instructions on how to manually open the Data Folder. Click the Back to the previous page button of that help article to return to this article, and then continue from Step 4.

3. Open the Data folder:

  • If you are using AOL 9.0VR or higher, click the AOL Software tab, and then click Open Data Folder.
  • If you are using AOL 9.0 Optimized, click Data Folder.
  • If you are using AOL 8.0 plus or lower, click Folder.

4. Right-click the Username file that has no extension, and then click Cut.

5. On the upper right, click X to close the Organize window.

6. Click Close or X to close the AOL System Information window.

7. Paste PFC onto the desktop

8. Start the AOL software as you normally would.

Note: Ensure that you do not sign on to the AOL software.

9. Click the File menu, and then click Open.

10. Locate the "[Username].pfc" file on your Desktop, and then click Open to access your old PFC file.

Note: Please repeat Steps 8 - 10 each time you want to access your old PFC file.


Uninstall and then 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, and reinstalling the software installs new, error-free files.

Please click the link corresponding to the version of Windows on your computer for instructions on how to uninstall the AOL software.

 


 

Delete the cache

Sometimes, simply deleting your cache will fix the above error. For instructions on how to delete the cache, please refer to our help article Clear cookies, cache, history and footprints in your browser.

Back to Top

Message: Account cancelled

You may receive the message "Reactivate your AOL Account for FREE," while signing on to AOL WebMail or "This account is not currently active. Unable to connect. Please try again," while attempting to sign on to the AOL software, because the AOL Username that you are using to sign in may have been deleted.

or

AOL accounts are permitted a total of seven active Usernames one primary master and six sub accounts. While a Primary Master account cannot be deleted, sub accounts can be deleted and restored.

Please refer to the help article Account Management: Managing your AOL Username for instructions to confirm whether your Username is in a deleted state and how to restore it.

Message: The service is temporarily unavailable. Please try your request again

If you receive the message The service you are trying to reach is temporarily unavailable. Please try your request again while browsing the internet using the AOL Desktop Software, try the solutions listed below to resolve the issue. After trying the first solution, check whether you still get the message. If you problem persists, try the suggested solutions until the problem is fixed.

Information you need

You will need to know the version of the Microsoft Windows operating system and browser version installed on your computer. You will also need to know the version of AOL Connectivity Service (ACS) that your AOL Desktop Software (AOL 9.0 or higher) uses to connect to the internet. You can find this information by following the instructions given in the help articles mentioned below:

Note: If you are using AOL 9.0 VR or higher versions of the AOL Desktop Software, you have ACS 4 installed on your computer.

Solutions


Rebuild AOL Adapter

AOL Adapter connects the AOL Desktop Software to Internet Explorer. Any damage to the adapter can affect the AOL service and your access to the web. You can fix the damage by rebuilding AOL Adapter.

Please click the link corresponding to the version of ACS installed on your computer for instructions on how to rebuild AOL Adapter.


Clear cache, cookies, history and footprints

Whenever you visit websites, temporary internet files and cookies are stored on your computer to record your return visits. Sometimes, these temporary internet files and cookies can cause the issue that you are currently experiencing. Your history list can also be a similar concern. The longer the period of time you have specified for pages to be saved on your history list, the greater the disk space used on your computer. You can free disk space by clearing this list.

To know how to clear your cookies, cache, history and footprints, visit our help article Clear cookies, cache, history and footprints in your browser.


Reset web settings

If you have installed multiple web browsers some of your browser settings may have changed; however, you can reset your browser to its default settings. The homepage, search pages, and default browser will be reset without changing the settings of the other browsers on your computer. Please refer to our help article Reset web settings to learn how.


Clear AOL cache, cookies and history

When you browse the web from within the AOL Desktop Software, information about the sites that you visit is stored on your computer in order to improve your browsing experience. Erasing this information can help fix this issue. To know how to clear cache, cookies, and history within the AOL Desktop Software, read the help article that corresponds to the version of the AOL Desktop Software that you are using.


Activate tunneling using AOL Keyword: Browser Fix

You may receive this message if tunneling is not activated on your AOL Desktop Software. Tunneling allows your AOL Desktop Software to work better with your local ISP network. To learn how to activate tunneling, refer to our help article Activate tunneling using AOL Keyword: Browser Fix.


Disable firewall

The firewall installed on your computer may cause the issue that you are currently experiencing. Disable the firewall and check whether you still receive the message. If you don't receive the message, contact your software vendor to configure your firewall. If you still receive the message, the issue is not related to your firewall. Restart your computer to turn on the firewall.

To know how to disable your firewall, refer to the help article that corresponds to the firewall you are using.


Power cycle the networking devices

Power cycle refers to the process of resetting the networking devices. This helps your computer recover from a slow response or an unresponsive state such as a crash or hang situation. Please read our help article Power cycle your computer modem and/or router using Windows for information on how to power cycle the networking devices.


Reset browser security setting to default

This issue may occur if the security setting of your browser is set to high. Restoring the browser security setting to default will help resolve the issue. To know how to do so, please read our help article Reset Browser Security Settings to Default Level.


Enable the browser to accept cookies

Whenever you visit websites, temporary internet files and cookies are stored on your computer to record your return visits. Sometimes, disabling the cookies on your browser may cause the issue that you are currently experiencing. Therefore, you may want to enable the cookies if they are disabled. To learn how check out our help article Enable cookies on your browser.


Run WebUtil

WebUtil restores the system settings to resolve connection and browsing problems.

Please click on the following link for instructions on how to run WebUtil.


Uninstall and reinstall the AOL Desktop Software

If the issue persists, we recommend that you uninstall and reinstall the AOL Desktop Software. Uninstalling the AOL Desktop Software removes all damaged and non-repairable files, and reinstalling the software installs new, error-free files.

Please click the link corresponding to the version of Windows on your computer for instructions to uninstall the AOL Desktop Software.


Run a virus scan

Virus or spyware may download onto your computer when you download certain software, open attachments received through emails, or visit certain websites. It is usually downloaded onto your computer without your knowledge. Virus or spyware may cause the problem that you are currently experiencing. Please read our help article McAfee: Scan your computer using McAfee Internet Security Suite - Special edition to know how to scan your computer for virus and spyware.


Enable only essential startup programs

Multiple programs may have been set to start automatically when a computer is turned on. These programs may conflict with the AOL Desktop Software and cause the issue you are experiencing. Not all startup programs are essential for the proper functioning of a computer. Click the link corresponding to the version of Windows installed on your computer to know how to enable only essential startup programs on your computer.

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


Disable third-party browser extensions

The third-party browser extensions installed on your browser may cause the issue that you are currently experiencing. Disabling these extensions can resolve the problem.

Select the appropriate version of Windows installed on your computer from the list given below to learn how to disable third-party browser extensions.


Run the Windows Update utility

Microsoft often releases patches (small bits of code) that fix security holes and help protect your computer. By running the Windows Update utility and installing these security patches, you can help protect your computer. Refer to our help article Run the Windows Update utility for instructions to run this utility.


Configure remote access settings

The Windows operating system contains remote access service files that the AOL Desktop Software requires to connect you to the internet. If these files are not configured properly, they can cause the issue that you are currently experiencing.

Please read our help article Configure remote access settings to help resolve this issue.


Disable proxy server

Disabling the proxy server can help resolve the issue. Refer to our help article Disable proxy server to know how to do disable the proxy server.

Message: Flash plug-in required

Sometimes, you may receive the message "Flash plug-in required" when you click certain AOL links. To remedy this, try the first solution and check if the issue is resolved. If not, try the other suggested solutions until the problem is fixed.

Solutions


Download and install the latest version of Flash Player

You will see the message "Flash plug-in required" if you do not have the latest version of Flash Player installed on your computer. Please download and install the latest version of Flash Player to access the AOL websites.

Note: 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.

Notes:


Clear cookies, cache, history and footprints

Whenever you visit websites, temporary internet files and cookies are stored on your computer to record your return visits. Sometimes, these temporary internet files and cookies can cause the issue that you are experiencing. Your history list can be a similar concern. The longer the period of time you have specified for pages to be saved on your history list, the greater is the disk space used on your computer. You can free disk space by clearing this list.

Note: Once you clear your cookies, cache, history, and footprints, you may lose the following:

  • AOL Radio presets
  • Websites you have visited
  • Your shopping cart
  • Your customized pages

The instructions to clear your cookies, cache, history and footprints will differ depending on the browser you use. Please visit our help article Clear cookies, cache, history and footprints in your browser to learn how.


Reset web settings

If you've installed multiple web browsers and are the error message, some of your browser settings may have changed; however, you can reset your web settings without changing the settings of other browsers on your computer. Please visit our help article Reset web settings and select your browser version to learn how to set your web setting to default.