Connection stops at Step 2: Dialling
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 or Windows Vista
-- 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 or Windows Vista
-- 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)
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 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 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.
Perform a Hyperterminal test
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.
Delete and reinstall the AOL software
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. Type "C:\Program Files\Common Files\aol\ACS\AOLacsd.exe -cpwmigrate" (including the quotes) and click OK.
Windows Vista users: Type the above command into the Search box and press Enter on the keyboard.
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. Type "C:\Program Files\Common Files\aol\ACS\AOLacsd.exe -cpwmigrate" (including the quotes) and click OK.
Windows Vista users: Type the above command into the Search box and press Enter on the keyboard.
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Further Assistance
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