Sometimes, you may not be able to access a specific website using Internet Explorer or the AOL Desktop Software. Listed below are some solutions to resolve the issue. After trying the first solution, check whether you are able to access the webpage. If the issue persists, continue trying the suggested solutions until the problem is fixed.

Before you begin, you'll need to know the web browser version installed on your computer. You can find this information by following the instructions given in our help article How do I find the version of my web browser?

Solutions

Verify the web address

If the web address is not typed in correctly, the web browser will not load the correct webpage.

To verify the web address, ensure that the web address you have typed exactly matches the address you were given (e.g., capitalization, spelling and punctuation). Remember that no spaces are allowed in web addresses. A proper web address will look like this: http://www.aol.com.

Reload the webpage

Reloading the webpage will prompt your web browser to request the page information again. This may allow the webpage to load properly. You can also wait and try again later. To reload a webpage, click Refresh on the toolbar.

Note: If you are using Internet Explorer, press the F5 key on your keyboard to reload or refresh the webpage.

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 AOL footprints

As you browse the web, information about the sites you visit is stored on your computer to improve your browsing experience. When files that store this information (or footprints) are damaged, they may cause issues such as the one you are experiencing. Please read our help article Clear cookies cache history and footprints on AOL Desktop to learn how to clear your AOL footprints.

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. These temporary internet files and cookies can sometimes cause the issue 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 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 getting the error message, some of your browser settings may have changed. 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 settings to default.

Verify whether the webpage has moved

If the webpage has moved, the web address will change. Try to access another webpage to verify whether the problem is with the individual webpage, Internet Explorer or the internet connection.

If the webpage has moved, the webpage will have a forwarding address or you will automatically be taken to a new page after a brief wait.

Run Quick Restore

Note: Please close the AOL Desktop Software before running Quick Restore.

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

Once Quick Restore is completed, you may receive a series of AOL Desktop Software updates, known as AOL Tools on Demand (TOD) updates. For more information, read our help article AOL TOD update.

install software 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.

Disable McAfee Internet Security firewall

A firewall prevents computer hackers from accessing your computer through the internet and stealing sensitive information or infecting your computer system with some form of computer virus.

To learn how to enable or disable firewall, read our help article McAfee: Enable and disable firewall.

Repair the network stack list using NetShell

Note: If you are using Windows 98 or Me, follow the instructions given in the 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 Transmission Control Protocol/Internet Protocol (TCP/IP). 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 may be the cause of the issue.

TCP/IP is a core component of Windows and you cannot remove the TCP/IP stack; however, you can reset TCP/IP to its original state by using the NetShell utility.

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

Uninstall and reinstall the AOL Desktop Software

For Mac:

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 you completely uninstall the software, reinstall a new copy of the AOL Desktop Software.

Follow the instructions in our help article AOL Desktop for Mac: Installing and Uninstalling to uninstall and reinstall the AOL Desktop Software.

For Windows:

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 creates 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.

Contact the webpage's webmaster

If you still cannot access the site and you believe you should have access to the site, try sending an email to whoever maintains the website.

Some websites have a Contact Us or similar link you can use to contact the webmaster of the site. Or, you can contact the webmaster via email: If the web address is http://www.xyz.com, then the webmaster's address would likely be webmaster@xyz.com.