I have a dial tone but am unable to connect
If you have a dial tone but are unable to connect, try one or all of the following steps to fix the problem.
You may wish to print or save a copy of these instructions as this page may not remain visible as you go through the steps.
Ensure that your computer meets the minimum requirements
Follow these instructions to check if your computer meets the minimum system requirements to run the AOL software:
1. Click Start, and then select Programs or All Programs.
2. Select AOL, and then AOL System Information.
3. Check that the values in each field meet the minimum system requirements set out below.
4. Click Close.
Minimum system requirements
Your computer must meet or exceed the following system requirements in order to successfully run the AOL software:
-- Operating System: Windows 98, Windows 2000, Windows ME, Windows XP, Windows Vista or Windows 7
-- Processor: Pentium-class; minimum speed as recommended for your operating system (for example, 266MHz or above for Windows XP)
-- RAM: 64MB or above (128MB recommended)
-- Hard disk space: 128MB or above
-- Screen resolution: 800x600 and 256 colours or greater
-- Connection: Any of the following: 28.8Kbps modem or faster, broadband (DSL), ISDN or TCP/IP (LAN connections)
1. Click Start, and then select Programs or All Programs.
2. Select AOL, and then AOL System Information.
3. Check that the values in each field meet the minimum system requirements set out below.
4. Click Close.
Minimum system requirements
Your computer must meet or exceed the following system requirements in order to successfully run the AOL software:
-- Operating System: Windows 98, Windows 2000, Windows ME, Windows XP, Windows Vista or Windows 7
-- Processor: Pentium-class; minimum speed as recommended for your operating system (for example, 266MHz or above for Windows XP)
-- RAM: 64MB or above (128MB recommended)
-- Hard disk space: 128MB or above
-- Screen resolution: 800x600 and 256 colours or greater
-- Connection: Any of the following: 28.8Kbps modem or faster, broadband (DSL), ISDN or TCP/IP (LAN connections)
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.
Set the modem to blind dial
Setting the modem to blind dial will enable it to dial, regardless of whether there is a dial tone. To set your modem to blind dial, follow the steps below.
Windows 7 users
1. Click the Start globe and select Control Panel.
2. Select Large icons in the View by drop-down list on the right-hand side.
3. Click Phone and Modem.
4. Select the Modems tab.
5. Highlight the modem from list.
6. Click the Properties button.
7. Select the Modem tab.
8. Untick the item labelled Wait for dial tone before dialling.
9. Click OK.
10. Click OK again.
Windows Vista, XP and 2000 users
1. Click Start and select Control Panel.
Windows 2000 users: Click Start, and then select Settings and Control Panel.
2. Double-click Phone and Modem Options.
3. Select the Modems tab.
4. Highlight your modem in the list and click Properties.
5. Untick the box labelled Wait for dial tone before dialling and click OK.
6. Click OK again.
Windows Me and 98SE users
1. Click Start and then select Settings and Control Panel.
2. Double-click Modems.
3. Highlight your modem in the list and click Properties.
4. Select the Connection tab.
5. Untick the box labelled Wait for dial tone before dialling and click OK.
6. Click OK again.
Windows 7 users
1. Click the Start globe and select Control Panel.
2. Select Large icons in the View by drop-down list on the right-hand side.
3. Click Phone and Modem.
4. Select the Modems tab.
5. Highlight the modem from list.
6. Click the Properties button.
7. Select the Modem tab.
8. Untick the item labelled Wait for dial tone before dialling.
9. Click OK.
10. Click OK again.
Windows Vista, XP and 2000 users
1. Click Start and select Control Panel.
Windows 2000 users: Click Start, and then select Settings and Control Panel.
2. Double-click Phone and Modem Options.
3. Select the Modems tab.
4. Highlight your modem in the list and click Properties.
5. Untick the box labelled Wait for dial tone before dialling and click OK.
6. Click OK again.
Windows Me and 98SE users
1. Click Start and then select Settings and Control Panel.
2. Double-click Modems.
3. Highlight your modem in the list and click Properties.
4. Select the Connection tab.
5. Untick the box labelled Wait for dial tone before dialling and click OK.
6. Click OK again.
Update the modem drivers
Updating your modem drivers on a regular basis will help your modem to work at an optimum level.
We suggest that you visit your modem manufacturer's website to see if you can download the most up-to-date driver directly from them, as updates for modem drivers are not provided by AOL Broadband. Below is a list of links to websites from which modem drivers can be downloaded.
-- 3Com
-- Alcatel-Lucent
-- Zoom
-- Boca Research
-- USRobotics
-- Intel modems
-- Aztech
-- Modemsite.com
-- Microsoft modem driver database
-- Modem-Drivers.com
If you continue to have problems after downloading and installing the latest drivers, please consult your computer vendor or manufacturer for further assistance.
We suggest that you visit your modem manufacturer's website to see if you can download the most up-to-date driver directly from them, as updates for modem drivers are not provided by AOL Broadband. Below is a list of links to websites from which modem drivers can be downloaded.
-- 3Com
-- Alcatel-Lucent
-- Zoom
-- Boca Research
-- USRobotics
-- Intel modems
-- Aztech
-- Modemsite.com
-- Microsoft modem driver database
-- Modem-Drivers.com
If you continue to have problems after downloading and installing the latest drivers, please consult your computer vendor or manufacturer for further assistance.
Check that the modem is able to dial out
You can test your modem to ensure it can dial out and connect to a telephone number. For step-by-step instructions on how you can do this, select your operating system below.
Windows Vista
You can test the modem using your mobile phone number or an AOL access number.
Test your modem using a mobile phone
1. Click Start and select Connect to.
2. Select Set up a connection or network and then select Set up a dial-up connection.
3. Click Next.
4. Enter your mobile phone number and click Connect. When your mobile phone rings, this indicates that the modem has successfully dialled out.
5. Click Cancel.
Test your modem using an AOL access number
1. Click Start and select Connect to.
2. Select Set up a connection or network and then select Set up a dial-up connection.
3. Click Next.
4. Type 147008089944002 and click Connect. When you hear a loud screeching sound, this indicates that the modem has successfully dialled out.
5. Click Cancel.
Windows XP, 2000, Me and 98
You can run the HyperTerminal test to test that your modem is working correctly. Please ensure that your phone line is free and the modem cable is connected before you carry out this test.
Note: If HyperTerminal is not installed on your computer, please contact your computer vendor or manufacturer for advice on installing it.
To perform 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 atx1dt08450790003 and press Enter again. If the HyperTerminal test is successful, the word Login will be displayed. See below for other possible results.
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 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 (X1 command). 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.
Checking the modem's COM port
To check which COM port your modem uses to connect, 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 that the modem is connecting with will be listed here.
Windows Vista
You can test the modem using your mobile phone number or an AOL access number.
Test your modem using a mobile phone
1. Click Start and select Connect to.
2. Select Set up a connection or network and then select Set up a dial-up connection.
3. Click Next.
4. Enter your mobile phone number and click Connect. When your mobile phone rings, this indicates that the modem has successfully dialled out.
5. Click Cancel.
Test your modem using an AOL access number
1. Click Start and select Connect to.
2. Select Set up a connection or network and then select Set up a dial-up connection.
3. Click Next.
4. Type 147008089944002 and click Connect. When you hear a loud screeching sound, this indicates that the modem has successfully dialled out.
5. Click Cancel.
Windows XP, 2000, Me and 98
You can run the HyperTerminal test to test that your modem is working correctly. Please ensure that your phone line is free and the modem cable is connected before you carry out this test.
Note: If HyperTerminal is not installed on your computer, please contact your computer vendor or manufacturer for advice on installing it.
To perform 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 atx1dt08450790003 and press Enter again. If the HyperTerminal test is successful, the word Login will be displayed. See below for other possible results.
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 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 (X1 command). 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.
Checking the modem's COM port
To check which COM port your modem uses to connect, 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 that the modem is connecting with will be listed here.
Configure the firewall to allow AOL 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.
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.
Further Assistance
If you are having trouble finding the answer to your query, contact Member Services.