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 Saturday, 7 November 2009
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Error: DNS Server unreachable or unavailable

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


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
All other versions of Windows

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.


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.


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.

Run a Quick Restore via the One-Click Fixes

Note: This step is for AOL 9.0 and 9.0 VR users 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*

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.


Check if the modem is responding


1. Click Start, Settings and Control Panel.
Windows XP/Vista users: Click Start, then Control Panel.
2. Double click Modems.
Windows 2000/XP/Vista users: Click Phone and modem options, then select the Modem tab and click Properties.
3. Select the Diagnostics tab and click More info or Query modem to test the modem.

If the modem is responding correctly, the diagnostics window will tell you its status.

If the modem does not respond correctly, contact your PC vendor with details of the error message.


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.


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.