You may receive the message "Cannot initialize modem" 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.
- Verify whether the external dial-up modem is correctly plugged into the computer
- Restart your computer, modem, and router
- Delete all connection locations and redetect the modem
Verify whether the external dial-up modem is correctly plugged into the computer
If you are using an external dial-up modem, your modem must be correctly plugged into your computer. If you do not have an external modem, skip to Restart your computer, modem, and router.
1. Verify that one end of the USB or serial cable is securely plugged into the USB or serial port on the external modem.
2. Verify that the other end of the USB or serial cable is securely plugged into the USB or serial port on your computer.
Note: You can also try connecting the modem to a different USB or serial port on your computer.
Restart your computer, modem, and router
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 Restart the computer, modem, and router.
After restarting the computer, modem, and router, check whether you are able to connect to the AOL service. If you still can't, skip to the next solution.
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.