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 Sunday, 22 November 2009
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AOL Broadband is running slowly

If your broadband connection is running slowly, try one or all of the following steps to resolve the problem.

-- How can I check the speed of my connection?

Close any TV on-demand programs that are running

Some on-demand players such as BBC iPlayer, Sky Anytime and 4oD (Channel 4 on demand) can cause slowness online. These players have a peer-to-peer element that may reduce connection speeds and your overall online experience. They are designed to automatically start when you start your computer.

To check if this is the cause of your problem, you will need to disable the player temporarily. If your connection improves once it's disabled, then it's likely that the player is the cause of the problem. When you restart your computer, the player will start again. For a more permanent solution to this problem, please contact the provider of the on-demand player.

To disable the on-demand player, take the following steps:

1. Hold down the Ctrl and Alt keys on your keyboard, and then press the Delete key.
2. Select the Processes tab.
3. Look for KHost.exe in the list of processes.
4. Select KHost.exe and click End Process.
5. Click Yes to end the process.
6. Close the Task Manager.


Check the minimum system requirements

Follow these instructions to check if your computer meets the minimum system requirements to run the AOL software:

1. Click Start, and then select Programs or All Programs.
2. Select AOL, and then AOL System Information.
3. Check that the values in each field meet the minimum system requirements set out below.
4. Click Close.

Minimum system requirements

Your computer must meet or exceed the following system requirements in order to successfully run the AOL software:

-- Operating System: Windows 98, Windows 2000, Windows ME, Windows XP, Windows Vista or Windows 7
-- Processor: Pentium-class; minimum speed as recommended for your operating system (for example, 266MHz or above for Windows XP)
-- RAM: 64MB or above (128MB recommended)
-- Hard disk space: 128MB or above
-- Screen resolution: 800x600 and 256 colours or greater
-- Connection: Any of the following: 28.8Kbps modem or faster, broadband (DSL), ISDN or TCP/IP (LAN connections)



Set the MTU size on the router


To view the steps to set the MTU size on your modem router, please select your modem router below.

Note: If you connect to the internet with a Thomson SpeedTouch modem router, please skip this step.

Netgear DG834G Netgear
D-Link DSL-2640R D-Link DSL-2640R


Check the physical connections


Connection problems might be caused by something as simple as a loose connection to the modem, modem router or a filter. Check the connections are correctly set up as follows:


1. Unplug every device from your broadband-enabled phone line. Ensure to check every telephone point.
2. Locate the master phone socket and plug the filter directly into this socket.
3. Plug the DSL cable (the yellow line cable) into the DSL side of the filter.
4. Plug the other side of the yellow cable into your DSL modem or modem router.
5. Connect the DSL modem or modem router to the computer via the USB or ethernet cable provided.

Notes
-- For the best performance, we recommend that you always use your master socket and the DSL cable provided. Remove any extension cables that are present.
-- The cable connecting the DSL filter to the modem or modem router should be no longer than 10 metres.
-- Any other telephony devices connected to the phone line, such as a burglar alarm, or Sky digital must also be connected via a DSL filter.
-- Ensure that no more than four telephone sockets, including the master socket, are in use.

Check for spyware on your computer


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.


Restart the computer


Restarting your computer will refresh the files and folders in Windows and may help to solve the problem you are having.

1. Shut down your computer in the usual way, eg by clicking Start, then Shut Down.
2. Wait 30 seconds.
3. Turn your computer back on and try to connect again.


Check the signal strength of your wireless adapter


To check the signal strength of your wireless adapter is high, please follow the steps for your Windows or Apple Mac computer below:

Windows 7
All other Window useres
Mac OS X 10.5 Leopard
Mac OS X 10.4 Tiger and OS X 10.3 Panther


Run the AOL Quick Restore facility


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

Run a Quick Restore via the One-Click Fixes

Note: This step is for AOL 9.0 and 9.0 VR users only.

Windows 7 - Run AOL System Information in compatibility mode

1. Click the Start globe and select All Programs.
2. Right-click AOL System Information and select Properties.
3. Select the Compatibility tab.
4. Tick the box labelled Run this program in compatibility mode for.
5. Select Windows XP (Service Pack 3) from the drop-down list.
6. Click OK.

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*

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 the 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.

*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.


Run the 'AOL is running slowly' auto-fix


Note: This step is only applicable to AOL 9.0 and AOL 9.0 VR users with Windows XP or earlier. To run the 'AOL is running slowly' auto-fix, take the following steps:

1. Start the AOL software but do not sign on.
2. Select the Help menu at the top of the screen, and then select AOL Help.
3. In the menu on the left, select Resolving Problems, and then select Solving Common AOL Problems.
4. Click AOL is running slowly on the right.
5. Close all programs (including the AOL software) and then click Continue on the auto-fix window.


Rebuild the AOL Adapter


The AOL Adapter is used by the AOL software to browse the internet. If it gets damaged, problems can occur.

Windows 7 - Run AOL System Information in compatibility mode

1. Click the Start globe and select All Programs.
2. Right-click the AOL System Information and select Properties.
3. Select the Compatibility tab.
4. Tick the box labelled Run this program in compatibility mode for.
5. Select Windows XP (Service Pack 3) from the drop-down list.
6. Click OK.

To fix the AOL Adapter, take the following steps:

1. Close the AOL software.
2. Right-click the AOL icon in your Windows system tray (in the bottom right-hand corner of your screen, next to the clock).
3. Select System Information.
4. Select Utilities from the menu on the left.
5. Look for Rebuild AOL Adapter and click the Start button to the right of it.
6. When complete, click OK.

Note: You can also use the One-Click Fix to rebuild the AOL Adapter

*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.