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Please visit the new AOL Help site at http://help.aol.co.uk.

AOL Help: Hangs at Step 1. Initialising

1. Repair the AOL Connectivity Service  

  1. Click on Start, Settings and Control Panel. Windows XP users: Click Start and Control Panel.
  2. Double-click Add/Remove programs. Windows XP users: Click Change/Remove programs.
  3. Select AOL Connectivity Services and click Add/Remove.
  4. Select Repair AOL Connectivity Services, click OK to start the repair process.
  5. Once complete, close all windows, start AOL 9.0 and click Sign On.
  6. Enter the location name and click Next to continue. AOL will now auto-detect the connection device
  7. Confirm connection device by clicking Next and then click Sign on to AOL Now

2. Check for spyware

Spyware, sometimes called 'adware', refers to small programs that secretly monitor the sites you visit on the Web. In addition to violating your privacy, these programs can slow down your PC and cause disconnects from AOL.

 

What can I do about it?

Install a program that can check for and remove known spyware files. AOL now provides a free spyware protection utility for AOL 8.0 and 9.0.

  1. Right click AOL Systray icon on the taskbar normally located at the bottom right corner of the screen near the clock.
  2. Left click on AOL Spyware Protection and click Get Updates to check for updates.
  3. Click Scan Now to begin, the Scan will last for approximately 10 minutes.
  4. When complete, click View Details. Click Block All or Block Item accordingly.
  5. Click Close to exit.

 

3. Perform DUN tests

DUN tests are essentially Dial-Up Networking tests. They enable us to identify at what stage the DSL connection breaks down. There are two different tests, the result of these (pass or fail) will give us valuable information as to where the connection problem lies.

  1. Double click the BT Voyager icon on the taskbar normally located at the bottom right corner of the screen near the clock.
  2. Click on AOL Test 1.
  3. Wait until you see confirmation that the test has completed.
  4. Click on AOL Test 2 and repeat as above.

 

If both tests connect, please uinstall and reinstall your AOL software.

  1. If the tests fail to connect, remove and reinstall your ADSL modem.
    If the above steps fail, please make a note of the DUN Error Code(s) and call Member Services on 0870 320 2020.

 

4. Run 'I cannot get connected to the AOL service' Auto Fix

Note: Make sure that your broadband modem is connected, powered on and that AOL is offline.

  1. Close all open programs, sign-off AOL.
  2. When offline, click Help (located on the AOL Toolbar).
  3. Click the + beside Resolving Problems, then click Solving Common AOL Problems.
  4. Click I cannot get connected to the AOL service.
  5. Close all programs (including AOL) and click Continue.