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Updates fail with AOL Spyware Protection

You may not be able to download an update for AOL Spyware Protection for any one of several reasons. After trying the first solution, check to see if you can download the update. If you are still unable to receive an update, continue using the suggested solutions until the problem is fixed.

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.

Solutions

Attempt to make an internet connection
Close other programs

 

Attempt to make an internet connection

If there are problems with your internet connection, the AOL Spyware Protection update will be unable to download.

To test your Internet connection:

  1. Click the Start button, select Programs or All Programs, then click Internet Explorer.
  2. If the Internet connection is working properly, you will see your Internet Explorer homepage open up.
  3. If the Internet connection is not working properly, you will receive a message such as "Action Cancelled" or "Page Cannot Be Displayed".

If you were unable to navigate to the web sites, then there is a larger problem. You will need to contact your Internet Service Provider (ISP) for more assistance.

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Close other programs

If you were able to get to web pages but are still experiencing difficulty updating the AOL Spyware Protection, there may be programs running in the background that are interfering with the AOL Spyware Protection program's ability to receive updates from the internet.

To close other programs using Windows XP or Windows 2000:

  1. Right-click a blank or empty part of the Windows taskbar, then click Task Manager.
  2. Click the Applications tab.
  3. Click a program to select it, then click the End Task button.
  4. If prompted, click the End Now button.
  5. Click the Processes tab.
  6. Click Image Name to sort the processes alphabetically.
  7. Click a process other than the required processes listed below to select it, then click the End Process button.

    Note: If you are unsure what applications are required by your computer, please contact your computer manufacturer.

    Required processes (do not end):
    • explorer.exe
    • services.exe
    • spoolsv.exe
    • svchost.exe
    • system
    • taskmgr.exe
    • winlogon.exe

  8. If prompted by a Task Manager Warning message, click the Yes button.
  9. Repeat steps 7 and 8 until all non-required processes are closed, then click the Cancel button.
  10. Start the AOL software as you normally would, then sign on to the AOL service to see if it is working properly.


To close other programs using Windows Me or Windows 98:

  1. On the keyboard, press and hold the Ctrl and Alt keys, and tap the Delete key once.

    Note: Holding the Ctrl and Alt keys and then tapping the Delete key two times consecutively will restart your computer. Any programs which have been turned off will restart when the system comes back up.

  2. Click a program other than the required programs listed below to select it, then click the End Task button.

    Required Programs (Do not end):
    • explorer
    • systray

  3. If prompted by a Close Program message, click the End Task button.
  4. Repeat steps 1 through 3 until all non-required programs are closed, then click the Cancel button to return to the desktop.
  5. Start the AOL software as you normally would, then sign on to the AOL service to see if it is working properly.