If you are not able to send attachments using the AOL Desktop Software, try the solutions listed below to resolve the issue. After trying the first solution, check whether you can send attachments. If you are still unable to send attachments, continue trying the suggested solutions until the issue is resolved.

You will need to know the version of the Microsoft Windows operating system and web browser is installed on your computer. You can find this information by following the instructions given in the help articles Determining your version of Microsoft Windows and How do I find the version of my web browser?


Verify whether the attached file is closed

If you are unable to send a file, the file may be open in another program. Make sure that you save any changes and close the file before you attempt to attach it again.

Verify Mail Controls settings

Your Mail Controls settings may block you from sending or receiving emails in general or emails with pictures and file attachments in particular. To verify your Mail Controls, follow the instructions given in the help article AOL Desktop Software: Settings

Compress attachments

If the attachments are of the file types .scr, .com, .msi, .bat, .pif , .vbs, .cpl, or .cmd, compressing the files may help you send them.

You may have a valid reason to send (virus or spyware-free) files of these types in an email, though this is rare. To prevent the attachment from being removed automatically, please compress files before sending them. To do this, you can use a third-party compression program such as WinZip (which can be freely downloaded from the web). Alternatively, you can attach multiple files to the email. This will cause the AOL Desktop Software to automatically compress the files.

Restart the computer

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, which often resolves many issues.

Clear AOL Artwork Database

After some time, the amount of stored artwork on your computer can reduce the efficiency of the AOL Desktop Software. You can delete artwork by resetting the amount of space AOL uses to store online art.

Please refer to our help article Clear AOL Artwork Database for instructions on how to clear the AOL Artwork Database 

Scan the attachment for viruses

The AOL email virus scan service automatically scans all email attachments and attempts to repair infected files.

To scan the attachment for viruses:

Send the file as you normally would. Then, as the file is being uploaded, the virus scan will automatically scan the file. If there is a problem, you will receive one of the following messages:

  • Virus Repaired: Click the OK button to continue uploading the attached files.
  • Unrepairable Virus Detected: Click the OK button to proceed to the Write Mail window and then detach the infected files.
  • Unable to scan attachment: Click the OK button to continue uploading the attached files.

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.

Uninstall and reinstall the AOL Desktop Software

Uninstalling the AOL Desktop Software removes all damaged and non-repairable files. Once the uninstallation is complete, reinstalling a new copy of the AOL Desktop Software is quick and easy.

Check out our help article AOL Desktop Software: Installing and Uninstalling.

Request the sender to resend the file

Please request the original sender of the email to resend the file.