If you're trying to connect to AOL but are being stopped at "Step 7: Checking password", try one or all of the following steps to resolve the issue:
1. Disable the appropriate sounds in AOL Preferences
- Click Settings on the AOL toolbar, and then select Preferences from the drop-down list.
- AOL 9.0: Click Settings on the AOL toolbar, then click the By Category tab, then click Multimedia.
- Untick the box for Enable AOL Sounds and click Save.
2. Use the Quick Restore facility (AOL 9.0 only)
- Click the AOL tray icon, normally located in the bottom right-hand corner of the screen, near the clock.
- Select System Information from the menu.
- Click the Utilities tab and select Quick Restore.
- Click Proceed. The restore process usually takes one to two minutes. When prompted, click OK.
3. Repair the AOL Connectivity Service (AOL 9.0 only)
- Click Start, then Settings and Control Panel. Windows XP users: Click Start and Control Panel.
- Double-click Add/Remove programs. Windows XP users: Click Change/Remove programs.
- Select AOL Connectivity Services and click Add/Remove.
- Select Repair AOL Connectivity Services, click OK to start the repair process.
- Once complete, close all windows, start AOL 9.0 and click Sign On.
- Enter the location name and click Next to continue. AOL will now auto-detect the connection device.
- Confirm connection device by clicking Next and then click Sign on to AOL Now.
4. Run the 'I cannot get connected to the AOL service' Auto Fix (AOL 9.0 only)
Note: Make sure that any external modem is connected, powered on and that AOL is offline.
- Close all open programs, sign-off AOL.
- When offline, click Help (located on the AOL toolbar).
- Click the + beside Resolving Problems, and then click Solving Common AOL Problems.
- Click I cannot get connected to the AOL service.
- Close all programs (including AOL) and click Continue.
5. AOL 8.0 and below: Delete the GLOBAL.ORG
- Click Start, Search and select For Files or Folders.
- Type global.org into the field called Search for files or folders named: and click Search Now.
- When the global.org file is found, click it and press the delete key on your keyboard.
- Delete the global.org file in the backup folder.
- Restart your AOL software, which will automatically redetect the settings.
6. Close all other software while starting AOL
- Shut down all running programs, except anti-virus and firewall software.
Windows 95/98 users: Press the CTRL, ALT and DELETE keys simultaneously. The Close Program window will appear. The only tasks that should be listed are Explorer and Systray, all others must be ended.
Note: If an internal ISDN TA or USB ISDN TA are being used then either CFOSDW or OEMCFOS applications should be left running.
Windows 2000/XP users: Having closed all open programs, press the CTRL, ALT and DELETE keys simultaneously. The Applications tab should be empty. If it is not, highlight any programs shown and click End Task.
- Look at icons in the Windows taskbar (area by the clock on the task-bar) and see if any of these can be closed. Remember to leave anti-virus and firewall software running. Close programs by right-clicking on the icon and selecting Exit or Close.
If you are unsure of what an icon is, try placing the mouse cursor over the icon. A pop-up should appear advising what the program is.
- Restart your AOL software by double-clicking the AOL icon on your desktop.
7. AOL 8.0 and below: Clear your AOL modem setup
- On the AOL Sign On screen, click Setup and then click Expert Setup.
- Click on the Devices tab, choose your modem from the list and click Delete.
- Close the AOL software and then restart it again. AOL will auto-detect your modem.
- Try to connect to AOL again.
If the problem reoccurs, try installing the AOL software again from your original AOL CD-ROM. Visit the following page for advice on how to do this:
How do I reinstall the AOL software?
Alternatively, call AOL Member Services on 0870 320 2020 for further technical support.