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 Friday, 29 August 2008
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The computer could not get an internet connection

Error codes: AC 3001, AC 3100, AC 3101

The network connection did not respond when trying to connect to the AOL service. To fix the problem, try one or all of the following:

You may wish to print or save a copy of these instructions as this page may not remain visible as you go through the suggested steps.


Restart your computer


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 PC in the usual way, eg by clicking Start, then Shut Down.
2. Wait 30 seconds.
3. Turn your PC back on and try to connect again.


*Use the One-Click Fix to restart your computer.


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.


Remove any unused Dial-Up Networking connections

When removing locations ensure that you do not remove any locations that you may need to connect in other locations, VPN dial-up locations and/or any other current ISP locations.

Windows XP and 2000 users:

1. Click Start and Control Panel, then double-click Network Connections.
Windows 2000 users: Click Start, then Settings and Network and Dial-up Connections.
2. Right-click any old dial-up connections that you do not use and click Delete.
3. Click Yes.
4. Restart the AOL software.

Windows Vista users:

1. Click Start and Control Panel.
2. Double-click Network and Sharing Centre.
3. In the menu on the left, click Manage Network Connections.
4. Right-click any old dial-up connections you do not use and click Delete.
5. Click Yes.
6. Restart the AOL software.



Have you changed your password recently?

If you update the password for the screen name used to configure your modem router you must also change the password on your modem router.

Password guidelines:
1. The password must be between 6 and 8 characters long.
2. The password must consist of letters and numbers only (ie, no spaces, or special characters such as: ! £ ? % and spaces)
3. The password must be all lower case (no CAPITALS allowed)



Check the physical set-up

Connection problems might be caused by something as simple as a loose connection to the modem, modem router or a filter. Check the connections are correctly set up as follows:


1. Unplug every device from your broadband-enabled BT phone line. Be sure to check every telephone point.
2. Locate the master phone socket and plug the filter directly into this socket.
3. Plug the DSL cable (the yellow line cable) into the DSL side of the filter.
4. Plug the other side of the yellow cable into your DSL modem or modem router.
5. Connect the DSL modem or modem router to the PC via the USB or ethernet cable provided.

Please note: For the best performance, we recommend that you always use your master socket and the DSL cable provided. Remove extension cables if present.



Check the network settings


Windows Vista users:

1. Click Start and select Control Panel.
2. Double-click Administrative Tools.
3. Double-click Services.
4. Click Continue.
5. Locate DHCP Client and check the Status column. It should say Started.
6. If it is not Started, right click DHCP Client and select Properties.
7. Set Startup type to Automatic and click Start.
8. Click OK.
9. Locate the DNS Client and check the Status column. It should say Started.
10. If it is not Started, repeat steps 6-8 for DNS Client.
11. Click the X in the top right-hand corner of the screen to close the screen.

Windows XP/2000 Professional users:

1. Click Start, Settings and select Control Panel.
Windows XP - click Start and select Control Panel.
2. Double click Network Connections or Network and Dial Up Connections.
3. Right click the Local Area Network Connection and left click Properties.
4. Highlight Internet Protocol (TCP/IP).
5. Click Properties.
6. Ensure that Obtain an IP address automatically is selected.
7. Check that Obtain DNS server address automatically is selected.
8. Click OK.

Windows 98/ME users:

1. Click Start, Settings and Control Panel.
2. Double click Network.
3. Select TCP/IP over the Network card.
4. Click Properties.
5. Ensure that Obtain an IP address automatically is selected.
6. Click the WINS Configuration tab.
7. Ensure that Use DHCP for WINS resolution is selected.
8. Click OK to close and apply the window


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.

Visit Firewall Software for further information and instructions to configure your firewall.

For all firewall packages, the program files you should set to permit/allow are as follows:

1. waol.exe
2. aoltpspd.exe
3. AOLacsd.exe
4. AOLDial.exe

AOL 9.0 VR users should permit/allow the following files:

1. waol.exe
2. AOLacsd.exe and acsd.exe
3. AOLDialer.exe
4. aolwbspd.exe
5. AOLTray.exe
6. AOLMediaPlaybackControl.exe



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*One-Click Fixes

One-Click Fixes can help to fix some problems automatically. To use the fixes recommended here, you'll need to first download the One-Click Fixes.
Note: One-Click Fixes are unavailable for Windows Vista and Macintosh users.


Last Updated: Monday, 21 April 2008, 09:08 GMT