Why do I keep getting disconnected from the internet
There are several reasons why you may unexpectedly lose your dial-up connection to the internet.
In order to fix this problem, check if you are using the best access number for your area by signing on to your AOL software and visiting AOL Keyword: Best Number. If this does not resolve the 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
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.
Check the physical connections
Please ensure that all wires are connected securely and in the following ways:
1. Make sure the telephone cable is connected to the correct socket on the modem. If there are two sockets, it should be connected to the one marked Line.
2. The modem should be connected directly to the wall socket, with no cable splitters on the line.
3. Make sure nothing else is plugged into the same phone line (eg fax machine, digital TV set-top box, etc).
1. Make sure the telephone cable is connected to the correct socket on the modem. If there are two sockets, it should be connected to the one marked Line.
2. The modem should be connected directly to the wall socket, with no cable splitters on the line.
3. Make sure nothing else is plugged into the same phone line (eg fax machine, digital TV set-top box, etc).
Tick the "Automatically reconnect" option
AOL 9.0:
1. From the sign-on screen click the Setup button, and then click the Expert Setup button.
2. Highlight an access number and click the Edit button.
3. Tick Automatically reconnect me and ignore interuptions when using this connection.
4. Click the OK button. Click Yes to set for all numbers in location. (recommended).
AOL 9.0 VR:
1. From the sign-on screen click Connect options, then click Advanced Settings.
2. Click Quick Edit.
3. Select Yes beside the Auto-Reconnect option for each access number.
4. Click Save, then Close.
1. From the sign-on screen click the Setup button, and then click the Expert Setup button.
2. Highlight an access number and click the Edit button.
3. Tick Automatically reconnect me and ignore interuptions when using this connection.
4. Click the OK button. Click Yes to set for all numbers in location. (recommended).
AOL 9.0 VR:
1. From the sign-on screen click Connect options, then click Advanced Settings.
2. Click Quick Edit.
3. Select Yes beside the Auto-Reconnect option for each access number.
4. Click Save, then Close.
Clear the 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.
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 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 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.
Check your PC for spyware
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.
For more information about spyware, see Safety, Security & Privacy Help.
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