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Error: DNS Server unavailable or unreachable

This message means that a connection to the internet cannot be made. In order to fix this problem, please work through the following steps:

Repair the AOL Connectivity Service

The AOL Connectivity Service may have become corrupt. Follow the steps below to repair it:

AOL 9.0:
1. Click Start, then Settings, and Control Panel.
Windows XP users: click Start and Control Panel.
2. Double click Add/Remove programs or Change/Remove Programs. Windows XP users: Click Switch to classic view first if required.
3. Select AOL Connectivity Services and click Change/Remove.
4. Select Repair AOL Connectivity Services and click OK.
5. When complete, start AOL 9.0 and click Sign On. Follow the onscreen instructions to connect to AOL.

Check your firewall software

An active firewall on your computer could restrict the AOL software from making a connection. If you have firewall software installed, please configure it to allow the AOL software to access the internet.

Visit Firewall Software for further information and instructions to configure your firewall.

For all firewall packages, the program files you should set to permit/allow are as follows:

1. waol.exe
2. aoltpspd.exe
3. AOLacsd.exe
4. AOLDial.exe

AOL 9.0 VR users should permit/allow the following files:

1. waol.exe
2. AOLacsd.exe and acsd.exe
3. AOLDialer.exe
4. aolwbspd.exe
5. AOLTray.exe
6. AOLMediaPlaybackControl.exe

Check your computer for spyware

Spyware is a prime cause of connection problems and can slow down your computer. We recommend that you run spyware protection such as Ad-Aware or Spybot - Search & Destroy regularly.

For more information about spyware, see Safety, Security & Privacy Help.

Run a Dial-up Networking (DUN) Test

DUN Test using BT Voyager modem

1. Double-click the BT Voyager icon on the taskbar, normally bottom-right of the screen near the clock.
2. Click the AOL Test 1 button and wait for the test to finish. A pass/fail message will appear.
3. Repeat the above steps with the AOL Test 2 button.

DUN Tests using the Alcatel SpeedTouch modem

Use the Speedtouch dial-up icon on the desktop to carry out these tests. If the icon is not present please remove and reinstall the drivers.

1. Test 1: In the Username box type: (case sensitive) - ISUR_AOLDSL@americaonline.aol.com
In the Password box type: (case sensitive) - roughalien, and click Connect.

2. Test 2: In the Username box type: (case sensitive) - bt_test_user@startup_domain
Password: {leave this field blank}, and click Connect.

Proceed to the next step but if any of the tests fail, make a note of the DUN Error Code in case you need to contact Member Services.

Use the AOL Quick Restore feature

This will reset the AOL software to its original state. It's faster than uninstalling and reinstalling the AOL software.

AOL 9.0 and 9.0 VR only:

If you have One-Click Fixes installed on your computer, you can use the link below to run a quick restore. Otherwise, follow the steps below to manually run the quick restore:

* Use the One-Click Fix to run a Quick Restore

To use this fix, you'll need to first download the One-Click Fixes. To run the fix you must be using the AOL software or Internet Explorer. One-Click Fixes are unavailable for Windows Vista and Macintosh users.

To run a quick restore manually:

1. Right-click the AOL icon in your Windows system tray (at the bottom right-hand corner of your screen, next to your computer's clock).
2. Select System Information.
3. Click Utilities or AOL software.
4. Select Quick Restore and click Proceed or OK.
5. Click OK when prompted.

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	Home Networking
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Further Assistance

If you are having trouble finding the answer to your query, contact Member Services.

Last Updated: Tuesday, 5 February 2008, 06:31 GMT