Connection stops at step 4 after installing AOL 9.0 VR

After installing AOL 9.0 VR on your Windows Vista PC, the connection freezes at step 4.

To fix the problem, try one or all of the following:

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.

Restart the computer

Reset locations

To reset the connection locations, take the following steps:

1. Close the AOL software.
2. Right-click the AOL icon in your Windows system tray (at the bottom right-hand corner of your screen, next to the clock).
3. Select System Information and then click Connectivity in the left-hand column.
4. Click Reset Locations.
5. Click Yes, reset to confirm, then click OK.
6. Close the System Information window and restart your computer.
7. Start the AOL software and click Sign On or Connect to try to connect again.

If you are experiencing problems with the AOL software (for example, persistent error messages), the software may have become corrupt. To fix this, you can uninstall the AOL software, and then reinstall a fresh copy.

Uninstall the AOL software

To uninstall the AOL software, take the following steps:

1. Click Start and select Control Panel.
2. Select Classic View from the panel on the left.
3. Double-click Add/Remove Programs or Programs and Features.
4. In the installed programs list, click AOL Uninstaller and then click Uninstall/Change at the top.
5. Click Search for Other Versions of AOL.
6. Wait while the uninstaller searches for versions of AOL on the computer.
7. Select the versions of the AOL software to be removed and click Uninstall.
8. Click Yes to confirm.
9. When AOL has been uninstalled, click Restart.

Download and install the AOL software

To reinstall the AOL software, take the following steps:

1. Open Internet Explorer and go to http://www.aol.co.uk/downloads.
2. Under AOL Members, click Get It Now.
3. Enter your screen name and password and click Sign In.
4. Beside AOL for Windows Users, click Download.
5. Click Run and then click Run again. The software will then download and the installation will commence.
6. Close any open applications and click OK.
7. Click I Agree at the licence agreement and then select Current Members.
8. Select Adding your existing AOL account to this computer and click Next.
9. Click Next again to select the default installation directory.
10. Allow the install to complete and restart the computer when prompted.
11. Once the computer has restarted, click Start and select Run.
12. Windows Vista users: Type "C:\Program Files\Common Files\aol\ACS\AOLacsd.exe -cpwmigrate" (including the quotes) and click OK.
Type the above command into the Search box and press Enter on the keyboard.