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My computer freezes on the AOL Sign On screen

The computer freezes on the Sign On screen after the AOL Connectivity Services (ACS) update.

To fix the problem, work through the following steps:

(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.

Delete current connection locations and redetect

Delete current locations:

AOL 9.0 users:
1. From the AOL sign-on screen, click Sign On Options.
2. Highlight each location and click Rename/Delete Location to delete all locations.

* Use the One-Click Fix to delete current connection locations.

AOL 9.0 VR users:
1. Close the AOL software.
2. Right-click the AOL icon in your Windows system tray (at the bottom right-hand corner of your screen, next to your PC's clock).
3. Select System Information, then click Connectivity in the left-hand column.
4. Click Reset Locations.
5. Click Yes, reset to confirm, then click OK.
6. Close the System Information window.

Set up a new location:

1. On the sign-on screen, enter your password and click Sign On.
2. AOL will automatically detect your broadband connection and sign you on to the AOL service.

Repair the AOL Connectivity Service (ACS)

The AOL Connectivity Service may have become damaged or corrupt.

1. Use the One-Click Fix to repair the AOL Connectivity Service.
2. Start AOL and click Sign On.

Windows Vista users:

AOL One-Click Fixes are currently unavailable on Windows Vista. Please follow the steps below to manually repair the AOL Connectivity Service.

1. Click Start, then click Computer.
2. Double-click Local Disk (C).
3. Double-click Program Data.
If you don't see the Program Data folder, it may be hidden. Please follow the steps to show hidden files.
4. Double-click AOL, then ACS.
5. Right-click the 1.0 folder, then click Delete.
6. Click Yes to confirm.
7. Restart AOL and click Sign On. AOL will automatically re-detect your connection locations.

Use the AOL Quick Restore feature

1. Use the one-click fix to run a *Quick restore of the AOL software.
2. When the One-Click Fix is complete, click Done and try to sign on to AOL.

Delete and reinstall the AOL software

If you are using the BT Voyager or the BT Voyager 100 DSL modem, back up the PPPoE drivers before AOL is uninstalled.

To back up the PPPoE drivers (BT Voyager and BT Voyager 100 users only):

1. Click Start then Programs.
Windows XP users: click All Programs.
2. Choose AOL and click on AOL System Information on the pop-up menu.
3. Click the WAOL tab, then click the Data Folder button.
4. Double-click the C_AOL9.0 folder.
5. Right-click the ukpppoecswitch11 folder and left-click Copy.
6. Return to the desktop, right-click on a blank area and left-click Paste.

Ensure you have an AOL software CD or a downloaded copy of the setup file before you uninstall, so you can reinstall the software.

To delete and reinstall the AOL software:

1. Click Start, then Settings and Control Panel.
Windows XP users: Click Start, then click Control Panel.
2. Double-click Add/Remove Programs.
Windows XP users may need to click Switch to Classic View first.
3. In the Add/Remove Programs window, select AOL Uninstaller, then click Add/Remove or Change/Remove.
4. In the version list, select the version or copy of the AOL software you want to remove, then click Next or Uninstall.

Notes:

-- If you do not see the version of AOL you wish to uninstall on the list, click on the Search for older versions of AOL link on the bottom left of the screen.
-- If you have downloaded files or saved email in your Personal Filing Cabinet you wish to keep, make sure the Downloaded Files and Personal Filing Cabinet boxes are ticked. If ticked, these files will be copied to your desktop.

5. Follow the on-screen instructions to complete the uninstall process.
6. Insert your AOL CD or double-click your downloaded copy of the setup file.
7. Select Adding your existing account to this computer to install a new copy of the AOL software.
8. Follow the onscreen instructions to complete the process.

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Further Assistance

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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: Friday, 14 September 2007, 11:40 GMT