Connection stops at 'Step 4: Requesting Network Attention'
This error occurs if, when talking to our network, the connection breaks. This can happen if your modem drivers are not up to date, or if you are using an incorrect access number. This problem also can occur if you are using a firewall which is not allowing the connection to be made.
In order to fix this problem, please work through the following steps:
Does your PC meet the recommended system requirements for AOL?
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)
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)
Clear your modem setup
AOL 9.0: Run the 'I cannot get connected to the AOL service' Auto Fix
Note: Make sure any external modem is connected and on and that AOL is offline.
1. Close open programs, sign off AOL.
2. When offline, click Help on the AOL menu bar (at the top of your screen), then click AOL Help.
3. Click the + beside Resolving Problems, and then click Solving common AOL problems.
4. Click I cannot get connected to the AOL service.
5. Close all programs (including AOL) and click Continue.
6. Follow all on-screen instructions.
AOL 9.0 VR: Reset all locations
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 your PC's clock).
3. Select System Information, 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 PC.
7. Start AOL and click Sign On to try to connect again.
AOL 8.0 and below: Clear your modem setup
1. Start the AOL software.
2. On the AOL Sign On Screen, click Setup and then click Expert Setup.
3. Click on the Devices tab, choose your modem from the list and click Delete.
4. Exit the AOL software and restart it again. AOL will attempt to auto-detect your modem.
5. Then try to connect to AOL again.
Note: Make sure any external modem is connected and on and that AOL is offline.
1. Close open programs, sign off AOL.
2. When offline, click Help on the AOL menu bar (at the top of your screen), then click AOL Help.
3. Click the + beside Resolving Problems, and then click Solving common AOL problems.
4. Click I cannot get connected to the AOL service.
5. Close all programs (including AOL) and click Continue.
6. Follow all on-screen instructions.
AOL 9.0 VR: Reset all locations
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 your PC's clock).
3. Select System Information, 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 PC.
7. Start AOL and click Sign On to try to connect again.
AOL 8.0 and below: Clear your modem setup
1. Start the AOL software.
2. On the AOL Sign On Screen, click Setup and then click Expert Setup.
3. Click on the Devices tab, choose your modem from the list and click Delete.
4. Exit the AOL software and restart it again. AOL will attempt to auto-detect your modem.
5. Then try to connect to AOL again.
Run Hyperterminal
You can run a HyperTerminal test to ensure that your modem is working correctly. Before you begin, please ensure that your phone line is free and the modem cable is connected.
Note: If HyperTerminal is not installed on your computer, please contact your computer vendor or manufacturer for advice on installing it.
To run the HyperTerminal test, take the following steps:
1. Click Start and select Run.
2. In the Run box, type hypertrm and click OK.
Note: If the message 'File Not Found' is displayed, please check the spelling. If HyperTerminal still does not open, contact your computer vendor for further troubleshooting.
3. Type Test and click OK.
4. In the drop-down list labelled Connect using, select the modem's COM port and click OK.
Note: See below for details on how to check which COM port your modem uses.
5. In the Bits per second drop-down list, select 57600 and then click OK.
6. Type atz and press Enter. The word OK should be displayed.
7. Type atx1dt08089944002 and press Enter again. If the HyperTerminal test is successful, the word Login will be displayed. See below for other possible results.
Checking the modem's COM port
To check which COM port your modem uses, take the following steps:
1. Click Start and select Control Panel.
Windows 98, Me and 2000 users: Click Start, and then select Settings and Control Panel.
2. Double-click Phone and Modem Options.
3. Select the Modems tab. The COM port the modem connects with is listed here.
HyperTerminal test results
If the test is successful, the word Login will be displayed in the HyperTerminal window. Other possible HyperTerminal results are as follows:
-- No Carrier: If this message is displayed, please check that the phone line is free and the modem is connected.
-- Blacklisted: If this is displayed, type AT%TCB in the HyperTerminal window and press Enter. If after trying this, you still cannot connect to the internet, please contact your computer vendor for further troubleshooting.
-- No dial tone: This means that there is a problem with the modem because it has been told to blind dial. Please contact your computer vendor for further troubleshooting.
-- No Response: If you see this message, there is a problem with the modem. Please contact your computer vendor for further troubleshooting.
-- Rubbish appearing: If a series of symbols or letters are displayed, this means that there is a problem with the modem. Please contact your computer vendor for further troubleshooting.
Note: If HyperTerminal is not installed on your computer, please contact your computer vendor or manufacturer for advice on installing it.
To run the HyperTerminal test, take the following steps:
1. Click Start and select Run.
2. In the Run box, type hypertrm and click OK.
Note: If the message 'File Not Found' is displayed, please check the spelling. If HyperTerminal still does not open, contact your computer vendor for further troubleshooting.
3. Type Test and click OK.
4. In the drop-down list labelled Connect using, select the modem's COM port and click OK.
Note: See below for details on how to check which COM port your modem uses.
5. In the Bits per second drop-down list, select 57600 and then click OK.
6. Type atz and press Enter. The word OK should be displayed.
7. Type atx1dt08089944002 and press Enter again. If the HyperTerminal test is successful, the word Login will be displayed. See below for other possible results.
Checking the modem's COM port
To check which COM port your modem uses, take the following steps:
1. Click Start and select Control Panel.
Windows 98, Me and 2000 users: Click Start, and then select Settings and Control Panel.
2. Double-click Phone and Modem Options.
3. Select the Modems tab. The COM port the modem connects with is listed here.
HyperTerminal test results
If the test is successful, the word Login will be displayed in the HyperTerminal window. Other possible HyperTerminal results are as follows:
-- No Carrier: If this message is displayed, please check that the phone line is free and the modem is connected.
-- Blacklisted: If this is displayed, type AT%TCB in the HyperTerminal window and press Enter. If after trying this, you still cannot connect to the internet, please contact your computer vendor for further troubleshooting.
-- No dial tone: This means that there is a problem with the modem because it has been told to blind dial. Please contact your computer vendor for further troubleshooting.
-- No Response: If you see this message, there is a problem with the modem. Please contact your computer vendor for further troubleshooting.
-- Rubbish appearing: If a series of symbols or letters are displayed, this means that there is a problem with the modem. Please contact your computer vendor for further troubleshooting.
Repair the AOL Connectivity Service
Select your operating system for step-by-step instructions on how to repair the AOL Connectivity Service (ACS). Once the ACS has been repaired, follow the steps below to set up a new broadband location.
Windows 7
To repair the ACS on a computer running Windows 7, take the following steps:
1. Click the Start globe, in the search box type services.msc and press Enter on the keyboard.
2. Click Continue at the UAC prompt.
3. In the list of services, locate AOL Connectivity Service, right-click it and select Stop from the menu.
4. Close the Services window.
5. Click the Start globe again and select Control Panel.
6. Select Large icons in the View by drop-down list on the right-hand side.
7. Double-click Folder Options.
8. Select the View tab.
9. Tick the radio button for Show hidden files and folders.
10. Untick Hide protected operating system files. Click OK.
11. Click the Start globe again, and this time select Computer.
12. Double-click Local Disk (C:).
13. Double-click the Program Data folder.
14. Then double-click the AOL folder.
15. Double-click the ACS folder.
16. Right-click the folder labelled 1.0.
17. Click Delete from the menu.
18. Click Yes to confirm the deletion.
19. Restart AOL.
Windows Vista
To repair the ACS on a computer running Windows Vista, take the following steps:
1. Click the Start globe, in the search box type services.msc and press Enter on the keyboard.
2. Click Continue at the prompt.
3. In the list of sevices, locate AOL Connectivity Service. Then, right-click it and select Stop.
4. Close the Services window.
5. Click the Start globe again and select Control Panel.
6. Select Classic View from the panel on the left and double-click Folder Options.
7. Select the View tab and ensure that Show hidden files and folders is selected.
8. Untick Hide protected operating system files and click OK.
9. Click the Start globe again, and this time select Computer.
10. Double-click Local Disk (C:), and then double-click the Program Data folder.
11. Double-click AOL and then double-click ACS.
12. Right-click the folder labelled 1.0 and select Delete.
13. Click Yes to confirm the deletion and restart the AOL software. Then, follow the steps below to set up a new broadband location.
All other versions of Windows
To repair the ACS on all other versions of Windows, take the following steps:
1. Right-click the AOL icon in the system tray (in the bottom right-hand corner of the screen, next to the system clock).
2. Select One-Click Fixes.
3. Locate Repair ACS and click the Fix it For Me button next to it.
4. Click Continue.
5. Once it has completed, click Done. Then, follow the steps below to set up a new broadband location.
Set up a new broadband location
After ACS has been repaired, you will need to set up a new location in the AOL software to connect to the internet.
To set up a new broadband location, take the following steps:
1. Open the AOL software.
2. On the sign-on screen, click Connect Options.
3. Select Create Dial-Up Location and then click Broadband/Other ISP.
4. Click Next and wait while the AOL software detects the connection.
5. Click Sign On to connect to the internet.
Windows 7
To repair the ACS on a computer running Windows 7, take the following steps:
1. Click the Start globe, in the search box type services.msc and press Enter on the keyboard.
2. Click Continue at the UAC prompt.
3. In the list of services, locate AOL Connectivity Service, right-click it and select Stop from the menu.
4. Close the Services window.
5. Click the Start globe again and select Control Panel.
6. Select Large icons in the View by drop-down list on the right-hand side.
7. Double-click Folder Options.
8. Select the View tab.
9. Tick the radio button for Show hidden files and folders.
10. Untick Hide protected operating system files. Click OK.
11. Click the Start globe again, and this time select Computer.
12. Double-click Local Disk (C:).
13. Double-click the Program Data folder.
14. Then double-click the AOL folder.
15. Double-click the ACS folder.
16. Right-click the folder labelled 1.0.
17. Click Delete from the menu.
18. Click Yes to confirm the deletion.
19. Restart AOL.
Windows Vista
To repair the ACS on a computer running Windows Vista, take the following steps:
1. Click the Start globe, in the search box type services.msc and press Enter on the keyboard.
2. Click Continue at the prompt.
3. In the list of sevices, locate AOL Connectivity Service. Then, right-click it and select Stop.
4. Close the Services window.
5. Click the Start globe again and select Control Panel.
6. Select Classic View from the panel on the left and double-click Folder Options.
7. Select the View tab and ensure that Show hidden files and folders is selected.
8. Untick Hide protected operating system files and click OK.
9. Click the Start globe again, and this time select Computer.
10. Double-click Local Disk (C:), and then double-click the Program Data folder.
11. Double-click AOL and then double-click ACS.
12. Right-click the folder labelled 1.0 and select Delete.
13. Click Yes to confirm the deletion and restart the AOL software. Then, follow the steps below to set up a new broadband location.
All other versions of Windows
To repair the ACS on all other versions of Windows, take the following steps:
1. Right-click the AOL icon in the system tray (in the bottom right-hand corner of the screen, next to the system clock).
2. Select One-Click Fixes.
3. Locate Repair ACS and click the Fix it For Me button next to it.
4. Click Continue.
5. Once it has completed, click Done. Then, follow the steps below to set up a new broadband location.
Set up a new broadband location
After ACS has been repaired, you will need to set up a new location in the AOL software to connect to the internet.
To set up a new broadband location, take the following steps:
1. Open the AOL software.
2. On the sign-on screen, click Connect Options.
3. Select Create Dial-Up Location and then click Broadband/Other ISP.
4. Click Next and wait while the AOL software detects the connection.
5. Click Sign On to connect to the internet.
Are you using 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.
Select your firewall below for steps on how to modify the firewall security to allow the AOL software to work with the firewall software. We recommend that you contact the firewall software supplier if you require any further information.
Windows 7
To configure your Windows 7 firewall to allow the AOL software to connect to the internet, take the following steps:
1. Click Start and select Control Panel.
2. Select Large icons in the View by drop-down list on the right-hand side.
3. Click Windows Firewall.
4. Click the Allow a program or feature through Windows firewall link on the left-hand panel.
5. Click Change settings.
6. Tick the following programs: AOL 9.0 VR, AOL System Information and AOL TopSpeed.
7. Click OK. Your Windows Firewall is now set to allow the AOL software.
Windows Firewall
To configure your Windows firewall to allow the AOL software to connect to the internet, take the following steps:
1. Click Start and select Control Panel.
2. Select Classic View from the panel on the left.
3. Double-click Windows Firewall.
4. Select the Exceptions tab.
Windows Vista users: Select Allow a program through Windows Firewall.
5. Click the Add Program button.
6. Select AOL and click OK.
7. Click the Add Program button again.
8. Select AOL System Information and click OK.
9. Click OK again.
McAfee® Personal Firewall
To configure your McAfee® Personal Firewall to allow the AOL software to connect to the internet, take the following steps:
1. Right-click the McAfee Personal Firewall icon in the system tray (in the bottom right-hand corner of the screen).
2. Select Options and then click Internet Applications.
3. Select AOL and click Allow Full Access.
4. Repeat this for all AOL programs that are listed in Internet Applications.
McAfee® 2007
To configure your McAfee® 2007 firewall to allow the AOL software to connect to the internet, take the following steps:
1. Open the McAfee Security Suite.
2. Click Internet and Network.
3. Click Configure and then click Advanced.
4. Select Program Permissions.
5. Select an AOL application that is blocked and then click Grant Full Access.
6. Repeat this for all blocked AOL applications.
7. Click OK and close the McAfee Security Suite.
Norton 2003/2005
To configure your Norton 2003/2005 firewall to allow the AOL software to connect to the internet, take the following steps:
1. Open Norton Internet Security/Personal Firewall.
2. Click Personal Firewall.
3. Click Configure and then select the Programs tab.
4. Select AOL Program Files and set them to Permit All.
5. Click OK and close Norton Internet Security.
Note: We have had some reports that the AOL software will not work with Norton Firewall. If this is the case, leave the firewall disabled and contact Norton technical support about the issue.
Norton Firewall 2007
To configure your Norton 2007 firewall to allow the AOL software to connect to the internet, take the following steps:
1. Click Start and select Control Panel.
2. Select Classic View from the panel on the left.
3. Double-click Windows Firewall.
4. Select the Exceptions tab.
Windows Vista users: Select Allow a program through Windows Firewall.
5. Click the Add Program button.
6. Select AOL and click OK.
7. Click the Add Program button again.
8. Select AOL System Information and click OK.
9. Click OK again.
Note: We have had some reports that the AOL software will not work with Norton Firewall. If this is the case, leave the firewall disabled and contact Norton technical support about the issue.
ZoneAlarm 2.6 or 3.0
To configure your ZoneAlarm 2.6 or 3.0 firewall to allow the AOL software to connect to the internet, take the following steps:
1. Right-click the ZoneAlarm icon in the system tray and select ZoneAlarm Control Centre.
Note: If the ZoneAlarm icon is not present, you can run the program from the Start menu.
2. Click the Security or Firewall button.
3. Using the slider bar, set the Internet Settings to Medium.
4. Click the Program button.
5. Right-click WAOL.EXE (AOL) and select Remove.
Repeat this for the following files:
-- aoltpspd.exe
-- AOLacsd.exe
-- AOLDial.exe
6. Restart the AOL software and when ZoneAlarm asks to grant it access, click Yes.
BlackICE
To configure your BlackICE firewall to allow the AOL software to connect to the internet, take the following steps:
1. Open BlackICE Advanced Application Protection Settings.
2. Click Tools and then click Find.
3. Type waol.exe and click Find Next.
4. Once the file is found, check that Application Control and Communications Control are blank.
5. Repeat this process for the following files:
-- aoltpspd.exe
-- AOLacsd.exe
-- AOLDial.exe
6. Close the window and try connecting to the internet again.
PC-cillin
To configure your PC-cillin firewall to allow the AOL software to connect to the internet, take the following steps:
1. Open PC-cillin and select the Advanced tab.
2. Select Internet Traffic Control from the menu on the left.
3. Ensure that the Halt Internet Traffic button is not active.
4. Click Settings and then click Personal Firewall.
5. Click Security Level and make sure the security level is not set to High, as this will block incoming and outgoing traffic.
6. In the Exceptions List under the Description column, select AOL Connection.
7. Close and exit the Settings window.
8. Restart your computer and try to sign on to the internet again.
AVG Firewall
To configure your AVG Firewall to allow the AOL software to connect to the internet, take the following steps:
1. Open the AVG Control Centre.
2. Highlight Firewall and then click Configure and Applications.
3. If any AOL entries are listed, highlight each one and select Allow.
4. If no AOL entries are listed, click Add Application.
5. Click [ ... ], next to the Application Path box.
6. Navigate to C:\Program Files\AOL 9.0\.
7. Add and allow aol.exe, aoltray.exe and waol.exe.
8. Navigate to C:\Program Files\Common Files\AOL\.
9. Add and allow aoltpsdp.exe.
10. Navigate to C:\Program Files\Common Files\AOL\ACS\.
11. Add and allow aoldial.exe, acsd.exe, and aolacsd.exe.
12. When all of the AOL applications are added, click OK.
13. Close the AVG Control Centre.
Select your firewall below for steps on how to modify the firewall security to allow the AOL software to work with the firewall software. We recommend that you contact the firewall software supplier if you require any further information.
Windows 7
To configure your Windows 7 firewall to allow the AOL software to connect to the internet, take the following steps:
1. Click Start and select Control Panel.
2. Select Large icons in the View by drop-down list on the right-hand side.
3. Click Windows Firewall.
4. Click the Allow a program or feature through Windows firewall link on the left-hand panel.
5. Click Change settings.
6. Tick the following programs: AOL 9.0 VR, AOL System Information and AOL TopSpeed.
7. Click OK. Your Windows Firewall is now set to allow the AOL software.
Windows Firewall
To configure your Windows firewall to allow the AOL software to connect to the internet, take the following steps:
1. Click Start and select Control Panel.
2. Select Classic View from the panel on the left.
3. Double-click Windows Firewall.
4. Select the Exceptions tab.
Windows Vista users: Select Allow a program through Windows Firewall.
5. Click the Add Program button.
6. Select AOL and click OK.
7. Click the Add Program button again.
8. Select AOL System Information and click OK.
9. Click OK again.
McAfee® Personal Firewall
To configure your McAfee® Personal Firewall to allow the AOL software to connect to the internet, take the following steps:
1. Right-click the McAfee Personal Firewall icon in the system tray (in the bottom right-hand corner of the screen).
2. Select Options and then click Internet Applications.
3. Select AOL and click Allow Full Access.
4. Repeat this for all AOL programs that are listed in Internet Applications.
McAfee® 2007
To configure your McAfee® 2007 firewall to allow the AOL software to connect to the internet, take the following steps:
1. Open the McAfee Security Suite.
2. Click Internet and Network.
3. Click Configure and then click Advanced.
4. Select Program Permissions.
5. Select an AOL application that is blocked and then click Grant Full Access.
6. Repeat this for all blocked AOL applications.
7. Click OK and close the McAfee Security Suite.
Norton 2003/2005
To configure your Norton 2003/2005 firewall to allow the AOL software to connect to the internet, take the following steps:
1. Open Norton Internet Security/Personal Firewall.
2. Click Personal Firewall.
3. Click Configure and then select the Programs tab.
4. Select AOL Program Files and set them to Permit All.
5. Click OK and close Norton Internet Security.
Note: We have had some reports that the AOL software will not work with Norton Firewall. If this is the case, leave the firewall disabled and contact Norton technical support about the issue.
Norton Firewall 2007
To configure your Norton 2007 firewall to allow the AOL software to connect to the internet, take the following steps:
1. Click Start and select Control Panel.
2. Select Classic View from the panel on the left.
3. Double-click Windows Firewall.
4. Select the Exceptions tab.
Windows Vista users: Select Allow a program through Windows Firewall.
5. Click the Add Program button.
6. Select AOL and click OK.
7. Click the Add Program button again.
8. Select AOL System Information and click OK.
9. Click OK again.
Note: We have had some reports that the AOL software will not work with Norton Firewall. If this is the case, leave the firewall disabled and contact Norton technical support about the issue.
ZoneAlarm 2.6 or 3.0
To configure your ZoneAlarm 2.6 or 3.0 firewall to allow the AOL software to connect to the internet, take the following steps:
1. Right-click the ZoneAlarm icon in the system tray and select ZoneAlarm Control Centre.
Note: If the ZoneAlarm icon is not present, you can run the program from the Start menu.
2. Click the Security or Firewall button.
3. Using the slider bar, set the Internet Settings to Medium.
4. Click the Program button.
5. Right-click WAOL.EXE (AOL) and select Remove.
Repeat this for the following files:
-- aoltpspd.exe
-- AOLacsd.exe
-- AOLDial.exe
6. Restart the AOL software and when ZoneAlarm asks to grant it access, click Yes.
BlackICE
To configure your BlackICE firewall to allow the AOL software to connect to the internet, take the following steps:
1. Open BlackICE Advanced Application Protection Settings.
2. Click Tools and then click Find.
3. Type waol.exe and click Find Next.
4. Once the file is found, check that Application Control and Communications Control are blank.
5. Repeat this process for the following files:
-- aoltpspd.exe
-- AOLacsd.exe
-- AOLDial.exe
6. Close the window and try connecting to the internet again.
PC-cillin
To configure your PC-cillin firewall to allow the AOL software to connect to the internet, take the following steps:
1. Open PC-cillin and select the Advanced tab.
2. Select Internet Traffic Control from the menu on the left.
3. Ensure that the Halt Internet Traffic button is not active.
4. Click Settings and then click Personal Firewall.
5. Click Security Level and make sure the security level is not set to High, as this will block incoming and outgoing traffic.
6. In the Exceptions List under the Description column, select AOL Connection.
7. Close and exit the Settings window.
8. Restart your computer and try to sign on to the internet again.
AVG Firewall
To configure your AVG Firewall to allow the AOL software to connect to the internet, take the following steps:
1. Open the AVG Control Centre.
2. Highlight Firewall and then click Configure and Applications.
3. If any AOL entries are listed, highlight each one and select Allow.
4. If no AOL entries are listed, click Add Application.
5. Click [ ... ], next to the Application Path box.
6. Navigate to C:\Program Files\AOL 9.0\.
7. Add and allow aol.exe, aoltray.exe and waol.exe.
8. Navigate to C:\Program Files\Common Files\AOL\.
9. Add and allow aoltpsdp.exe.
10. Navigate to C:\Program Files\Common Files\AOL\ACS\.
11. Add and allow aoldial.exe, acsd.exe, and aolacsd.exe.
12. When all of the AOL applications are added, click OK.
13. Close the AVG Control Centre.
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