This error usually appears at the point where AOL is authenticating your screen name and password. Problems can occur here if you have entered an incorrect screen name or password.

In order to fix this problem, please work through the following steps:

Test your keyboard with another program

Typing with the keyboard in another program will verify it is working properly.

To test the keyboard with another program:

1. Click the Start button, select Programs or All Programs, select Accessories, then click Notepad.
2. Type your password.
3. Verify all the letters and numbers display correctly.

Note: If no text or incorrect text appears, try another keyboard, if available, then contact the computer manufacturer for further assistance. Please refer to the documentation that came with your hardware for contact information.

4. Click the File menu, then click Exit.
5. Click the No button.

Check your screen name

If signing on as a Guest (or if you have reinstalled AOL), make sure you type the screen name and password correctly.

Note: When inputting the screen name, ensure that @aol.com is not included.

Signing on as a Guest will restrict your access to certain functions within the AOL software. For example, you will not be able to access or save items to the Personal Filing Cabinet if you are signed on as a Guest. Also the favourites list will only provide the default selection.

Check your password

If you've forgotten the password to any of your screen names, you can choose a new password yourself without needing to contact AOL Member Services.

Simply click the Forgot Password? link on the AOL 9.0 VR Sign On screen.

If you're not using AOL 9.0 VR, simply try signing on to the screen name in question, as normal. If you get the password wrong twice, you will be given the option to reset the password, provided you can verify your identity by confirming certain details about your AOL account (for example, the name of the account holder).

Note: This feature only works when connecting via modem (not TCP/IP) and is not available when signing on as a Guest.