Hangs/disconnects at Step 2: Connecting to DSL Network
If you are trying to connect to AOL, but are being stopped at 'Step 2: Connecting to DSL Network', try one or all of the following steps to resolve the issue:
Shut down & restart your PC
Restarting your computer will refresh the files and folders in Windows and may help to solve the problem you are having.
1. Shut down your computer in the usual way, eg by clicking Start, then Shut Down.
2. Wait 30 seconds.
3. Turn your computer back on and try to connect again.
1. Shut down your computer in the usual way, eg by clicking Start, then Shut Down.
2. Wait 30 seconds.
3. Turn your computer back on and try to connect 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.
Run a Dial-up Networking (DUN) Test
DUN Test using BT Voyager modem
1. Double-click the BT Voyager icon on the taskbar, normally bottom-right of the screen near the clock.
2. Click the AOL Test 1 button and wait for the test to finish. A pass/fail message will appear.
3. Repeat the above steps with the AOL Test 2 button.
DUN Tests using the Alcatel SpeedTouch modem
Use the Speedtouch dial-up icon on the desktop to carry out these tests. If the icon is not present please remove and reinstall the drivers.
1. Test 1: In the Username box type: (case sensitive) - ISUR_AOLDSL@americaonline.aol.com
In the Password box type: (case sensitive) - roughalien, and click Connect.
2. Test 2: In the Username box type: (case sensitive) - bt_test_user@startup_domain
Password: {leave this field blank}, and click Connect.
Proceed to the next step but if any of the tests fail, make a note of the DUN Error Code in case you need to contact Member Services.
1. Double-click the BT Voyager icon on the taskbar, normally bottom-right of the screen near the clock.
2. Click the AOL Test 1 button and wait for the test to finish. A pass/fail message will appear.
3. Repeat the above steps with the AOL Test 2 button.
DUN Tests using the Alcatel SpeedTouch modem
Use the Speedtouch dial-up icon on the desktop to carry out these tests. If the icon is not present please remove and reinstall the drivers.
1. Test 1: In the Username box type: (case sensitive) - ISUR_AOLDSL@americaonline.aol.com
In the Password box type: (case sensitive) - roughalien, and click Connect.
2. Test 2: In the Username box type: (case sensitive) - bt_test_user@startup_domain
Password: {leave this field blank}, and click Connect.
Proceed to the next step but if any of the tests fail, make a note of the DUN Error Code in case you need to contact Member Services.
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.
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.
Remove and reinstall modem drivers
Windows Vista users: Please skip this step.
Before you begin, please ensure you have downloaded the most recent version of the modem software from AOL Keyword: Broadband Drivers.
You can reinstall your modem as follows:
BT Voyager 50 (or 100/105) USB DSL Modem
1. Click Start, then Settings and Control Panel.
Windows XP users: click Start, and then click Control Panel.
2. In the Control Panel, double-click the Add/Remove icon.
Windows XP users may need to click Switch to classic view for this option to be visible.
3. Select the BT Voyager 50 (100/105) modem and then click Remove.
4. Once the drivers are uninstalled, restart your PC.
5. Explore your broadband CD and run the Doctor.exe (Doctor100.exe/Doctor105.exe) file.
6. Once this is complete you are ready to install the modem drivers again. Go to AOL Keyword: Broadband Drivers for installation guides and modem driver software.
Further information for BT Voyager and Alcatel modems
Before you begin, please ensure you have downloaded the most recent version of the modem software from AOL Keyword: Broadband Drivers.
You can reinstall your modem as follows:
BT Voyager 50 (or 100/105) USB DSL Modem
1. Click Start, then Settings and Control Panel.
Windows XP users: click Start, and then click Control Panel.
2. In the Control Panel, double-click the Add/Remove icon.
Windows XP users may need to click Switch to classic view for this option to be visible.
3. Select the BT Voyager 50 (100/105) modem and then click Remove.
4. Once the drivers are uninstalled, restart your PC.
5. Explore your broadband CD and run the Doctor.exe (Doctor100.exe/Doctor105.exe) file.
6. Once this is complete you are ready to install the modem drivers again. Go to AOL Keyword: Broadband Drivers for installation guides and modem driver software.
Further information for BT Voyager and Alcatel modems
Related articles
 | Home Networking |
| Spyware protection |
| Internet & web browser |
| Unexpected disconnections |
| Cables, filters & accessories |
| Accessing AOL from overseas |
| Uninstalling and reinstalling AOL |
| View all >> |
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