Hangs/disconnects at step 1: Initialising DSL modem
If you're trying to connect to AOL, but are being stopped at 'Step 1: Initialising DSL modem', try one or all of the following steps to resolve the issue:
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.
Set up a DUN connection
To find out how to create a new DUN connection, select your operating system:
Windows Vista
Before you create the DUN connection, you must delete any existing DialBB connections. After creating the new DUN connection, you must run the 3-in-1 Broadband Modem Setup Tool.
Delete any existing DialBB connections
To delete any existing DialBB connections on a computer running Windows Vista, take the following steps:
1. Click the Start globe and select Control Panel.
2. Select Classic View from the panel on the left.
3. Double-click Network and Sharing Center and then select Manage Network Connections.
4. If you see a connection called DialBB, right-click it and select Delete.
5. Click Yes to confirm.
Create a new DUN connection
To create a new DUN connection on a computer running Windows Vista, take the following steps:
1. Click the Start globe and select Control Panel.
2. Select Classic View from the panel on the left.
3. Double-click Network and Sharing Center and then select Set up a connection or network.
4. Select Connect to the Internet and click Next.
5. Select Broadband (PPPoE) and enter your login details.
Note: The username is usually your phone number followed by @dialbb.com. For example, 02079460009@dialbb.com. The password is your AOL password.
6. Name the connection DialBB and tick the box labelled Allow other people to use this connection.
7. Click Continue at the prompt and then click Connect.
8. Click Skip and then click Set up the connection anyway.
9. Click Close.
Run the 3-in-1 Broadband Modem Setup Tool
To run the 3-in-1 Broadband Modem Setup Tool, take the following steps:
1. Go to http://myaolbroadband.co.uk/3in1.
2. Click the Broadband Modem Setup Tool link.
3. Click Save and save the file to the Desktop.
4. When you are prompted for the Network User ID and password, enter your login details.
Note: The username is usually your phone number followed by @dialbb.com. For example, 02079460009@dialbb.com. The password is your AOL password.
5. Click Next and wait for the setup tool to finish.
Windows XP
Before you create the DUN connection, you must delete any existing DialBB connections. After creating the new DUN connection, you must run the 3-in-1 Broadband Modem Setup Tool.
Delete any existing DialBB connections if necessary
To delete any existing DialBB connections on a computer running Windows XP, take the following steps:
1. Click Start and select Control Panel.
2. Select Classic View from the panel on the left.
3. Double-click Network Connections.
4. If you see a connection called DialBB right click it and select Delete.
5. Click Yes to confirm.
Set up a new DUN connection
To set up a new DUN connection on a computer running Windows XP, take the following steps:
1. Click Start and select Control Panel.
2. Select Classic View from the panel on the left.
3. Double-click Network Connections, select Create New Connection and then click Next.
4. Select Connect to the Internet and click Next.
5. Select Set up my connection manually and click Next.
6. Select Connect using a broadband connection that requires a username and password and click Next.
7. In the ISP Name box, type DialBB and click Next.
8. Enter your login details.
Note: The username is usually your phone number followed by @dialbb.com. For example, 02079460009@dialbb.com. The password is your AOL password.
9. Click Finish and then click Connect.
Run the 3-in-1 Broadband Modem Setup Tool
To run the 3-in-1 Broadband Modem Setup Tool, take the following steps:
1. Go to http://myaolbroadband.co.uk/3in1.
2. Click the Broadband Modem Setup Tool link.
3. Click Save and save the file to the Desktop.
4. When you are prompted for the Network User ID and password, enter your login details.
Note: The username is usually your phone number followed by @dialbb.com. For example, 02079460009@dialbb.com. The password is your AOL password.
5. Click Next and wait for the setup tool to finish.
Windows 2000, Me and 98SE
The type of connection required to connect a broadband modem to the AOL Broadband network is not supported on Windows 2000, Me or 98SE.
If you are using Windows 2000, Me or 98SE with a broadband modem, please contact Member Services on 0844 499 5555 for help with setting up your connection. See http://myaolbroadband.co.uk/supportme for details of call charges.
Windows Vista
Before you create the DUN connection, you must delete any existing DialBB connections. After creating the new DUN connection, you must run the 3-in-1 Broadband Modem Setup Tool.
Delete any existing DialBB connections
To delete any existing DialBB connections on a computer running Windows Vista, take the following steps:
1. Click the Start globe and select Control Panel.
2. Select Classic View from the panel on the left.
3. Double-click Network and Sharing Center and then select Manage Network Connections.
4. If you see a connection called DialBB, right-click it and select Delete.
5. Click Yes to confirm.
Create a new DUN connection
To create a new DUN connection on a computer running Windows Vista, take the following steps:
1. Click the Start globe and select Control Panel.
2. Select Classic View from the panel on the left.
3. Double-click Network and Sharing Center and then select Set up a connection or network.
4. Select Connect to the Internet and click Next.
5. Select Broadband (PPPoE) and enter your login details.
Note: The username is usually your phone number followed by @dialbb.com. For example, 02079460009@dialbb.com. The password is your AOL password.
6. Name the connection DialBB and tick the box labelled Allow other people to use this connection.
7. Click Continue at the prompt and then click Connect.
8. Click Skip and then click Set up the connection anyway.
9. Click Close.
Run the 3-in-1 Broadband Modem Setup Tool
To run the 3-in-1 Broadband Modem Setup Tool, take the following steps:
1. Go to http://myaolbroadband.co.uk/3in1.
2. Click the Broadband Modem Setup Tool link.
3. Click Save and save the file to the Desktop.
4. When you are prompted for the Network User ID and password, enter your login details.
Note: The username is usually your phone number followed by @dialbb.com. For example, 02079460009@dialbb.com. The password is your AOL password.
5. Click Next and wait for the setup tool to finish.
Windows XP
Before you create the DUN connection, you must delete any existing DialBB connections. After creating the new DUN connection, you must run the 3-in-1 Broadband Modem Setup Tool.
Delete any existing DialBB connections if necessary
To delete any existing DialBB connections on a computer running Windows XP, take the following steps:
1. Click Start and select Control Panel.
2. Select Classic View from the panel on the left.
3. Double-click Network Connections.
4. If you see a connection called DialBB right click it and select Delete.
5. Click Yes to confirm.
Set up a new DUN connection
To set up a new DUN connection on a computer running Windows XP, take the following steps:
1. Click Start and select Control Panel.
2. Select Classic View from the panel on the left.
3. Double-click Network Connections, select Create New Connection and then click Next.
4. Select Connect to the Internet and click Next.
5. Select Set up my connection manually and click Next.
6. Select Connect using a broadband connection that requires a username and password and click Next.
7. In the ISP Name box, type DialBB and click Next.
8. Enter your login details.
Note: The username is usually your phone number followed by @dialbb.com. For example, 02079460009@dialbb.com. The password is your AOL password.
9. Click Finish and then click Connect.
Run the 3-in-1 Broadband Modem Setup Tool
To run the 3-in-1 Broadband Modem Setup Tool, take the following steps:
1. Go to http://myaolbroadband.co.uk/3in1.
2. Click the Broadband Modem Setup Tool link.
3. Click Save and save the file to the Desktop.
4. When you are prompted for the Network User ID and password, enter your login details.
Note: The username is usually your phone number followed by @dialbb.com. For example, 02079460009@dialbb.com. The password is your AOL password.
5. Click Next and wait for the setup tool to finish.
Windows 2000, Me and 98SE
The type of connection required to connect a broadband modem to the AOL Broadband network is not supported on Windows 2000, Me or 98SE.
If you are using Windows 2000, Me or 98SE with a broadband modem, please contact Member Services on 0844 499 5555 for help with setting up your connection. See http://myaolbroadband.co.uk/supportme for details of call charges.
Rebuild the AOL Adapter
The AOL Adapter is used by the AOL software to browse the internet. If it gets damaged, problems can occur.
Windows 7 - Run AOL System Information in compatibility mode
1. Click the Start globe and select All Programs.
2. Right-click the AOL System Information and select Properties.
3. Select the Compatibility tab.
4. Tick the box labelled Run this program in compatibility mode for.
5. Select Windows XP (Service Pack 3) from the drop-down list.
6. Click OK.
To fix the AOL Adapter, take the following steps:
1. Close the AOL software.
2. Right-click the AOL icon in your Windows system tray (in the bottom right-hand corner of your screen, next to the clock).
3. Select System Information.
4. Select Utilities from the menu on the left.
5. Look for Rebuild AOL Adapter and click the Start button to the right of it.
6. When complete, click OK.
Note: You can also use the One-Click Fix to rebuild the AOL Adapter
Windows 7 - Run AOL System Information in compatibility mode
1. Click the Start globe and select All Programs.
2. Right-click the AOL System Information and select Properties.
3. Select the Compatibility tab.
4. Tick the box labelled Run this program in compatibility mode for.
5. Select Windows XP (Service Pack 3) from the drop-down list.
6. Click OK.
To fix the AOL Adapter, take the following steps:
1. Close the AOL software.
2. Right-click the AOL icon in your Windows system tray (in the bottom right-hand corner of your screen, next to the clock).
3. Select System Information.
4. Select Utilities from the menu on the left.
5. Look for Rebuild AOL Adapter and click the Start button to the right of it.
6. When complete, click OK.
Note: You can also use the One-Click Fix to rebuild the AOL Adapter
*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 your 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.
Restart the connection device
Turn off the modem or modem router by unplugging the power cable. After 10 seconds, restart it by plugging it back in. Wait for the lights to come back on the modem or modem router (this can take up to 20 seconds).
Related articles
 | Home Networking |
| Spyware protection |
| Internet & web browser |
| Unexpected disconnections |
| Cables, filters & accessories |
| Accessing AOL from overseas |
| Uninstalling and reinstalling AOL |
| View all >> |
Further Assistance
Please sign in to contact a technical support agent online