Error: Access company failed to respond
This error occurs when AOL cannot "talk" to your modem.
In order to fix this problem, please work through the following steps:
Check whether 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.
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.
Close all other programs when starting your AOL software
Sometimes other programs or processes may interfere with the AOL software. Try shutting down all running programs in the task list, and reconnecting to the internet. This process is very repetitive. Do not restart the computer during the process or else you will have to start from scratch.
1. Hold down the Ctrl and Alt keys on the keyboard, and then press the Delete key.
Windows 2000/XP/Vista/7: Click Task Manager and click the Applications tab.
2. From that list of programs, it is only necessary to keep running Explorer, Systray and RunDll, if they appear.
3. Highlight the first program in the list that isn't any of the necessary items above and click End Task. This will return you to the desktop.
4. Another window may appear, saying 'This program is not responding', click End Task.
5. Repeat the same steps to close the programs until only Explorer and Systray (and RunDll if present) remain in the list. Remember to leave your anti virus and firewall software running also.
Note: If you are unsure what applications are required by your computer, please contact your computer manufacturer.
1. Hold down the Ctrl and Alt keys on the keyboard, and then press the Delete key.
Windows 2000/XP/Vista/7: Click Task Manager and click the Applications tab.
2. From that list of programs, it is only necessary to keep running Explorer, Systray and RunDll, if they appear.
3. Highlight the first program in the list that isn't any of the necessary items above and click End Task. This will return you to the desktop.
4. Another window may appear, saying 'This program is not responding', click End Task.
5. Repeat the same steps to close the programs until only Explorer and Systray (and RunDll if present) remain in the list. Remember to leave your anti virus and firewall software running also.
Note: If you are unsure what applications are required by your computer, please contact your computer manufacturer.
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.
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.
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. 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.
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.
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