You may receive the message "An AOL Error has occurred (42-IVCF or 23-UVRI)" while surfing the Web. Listed below are some solutions to resolve the issue. After trying the first solution, check whether you can access Web pages. 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. If you do not know how to find this information, follow the instructions in the online help article Determining your version of Microsoft Windows.


Verify whether your computer meets all system requirements

Ensure your computer meets the System requirements for AOL Desktop software before installing the AOL software. If you install the software on a computer that doesn't meet the system requirements, you may experience problems with either the software or the computer.

Run Quick Restore to reset the AOL software

Note: Please close the AOL software before running Quick Restore.

The Quick Restore feature allows you to reset the AOL software to the default state by deleting all the 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 may receive a series of AOL software updates, also known as AOL TOD (Tools on Demand) updates.

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.

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.

Run WebUtil

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

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. If you have McAfee Internet Security Suite, refer to our online help article Configure McAfee Internet SecurityCenter - Special edition from AOL.

Replace the main.idx file from the backup folder and delete the compver.bin file

Replacing the main.idx file and deleting the compver.bin file will help refresh your AOL software.

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 recommended 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 must 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.

  • Operating system
  • Media players
  • Text editors and text viewers
  • Microsoft Internet Explorer and other Web browsers