If you receive the message "The computer's modem is being blocked from connecting (AC-1000)" while signing on to the AOL® service, try the solutions listed below. After trying the first solution, check whether the issue is resolved. 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 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

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.

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

Troubleshoot your internet connection

The issue could be your internet connection. For help troubleshooting your connection, please visit the appropriate help article below depending on your connection:

Uninstall and reinstall the AOL software

If the issue persists, we recommend that you uninstall and reinstall the AOL Desktop software. To learn more about uninstalling and reinstalling the AOL Desktop Software, please visit our help article AOL Desktop Software 9.7: Installing and Uninstalling.

Uninstalling the AOL Desktop 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:

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