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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 this 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.)

1. Restart your computer

  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 to AOL again.


2. Delete current connection locations and redetect them in AOL

  1. Use the One-Click Fix to * Delete Current Connection Locations.
  2. When the One-Click Fix is complete click Done and open AOL.
  3. On the AOL Sign On screen, click Sign-On Options.
  4. Click Create Dial-Up Location.
  5. Select your connection type and click Next.
  6. Follow all onscreen instructions and try reconnecting to AOL.


3. Repair the AOL Connectivity Service (ACS)

  1. Use the one-click fix to * Repair ACS.
  2. When the One-Click Fix is complete click Done and open AOL.
  3. On the AOL Sign On screen, click Sign-On Options.
  4. Click Create Dial-Up Location.
  5. Select your connection type and click Next.
  6. Follow all onscreen instructions and try reconnecting to AOL.


4. 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.


5. 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.

*AOL One-Click Fixes can help you to automatically fix some common problems. To use the One-Click Fixes recommended here, you must be using your AOL software or Internet Explorer.