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AOL Help: Error: "Your connection to AOL has been lost. The AOL service has stopped responding"

If you're disconnected from AOL with the message "Your connection to AOL has been lost. The AOL service has stopped responding", try on or all of the following steps to resolve the issue:

1. Run the 'I get disconnected from 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.

  1. Close all open programs, sign-off AOL.
  2. When offline, click Help (located on the AOL toolbar).
  3. Click the + beside Resolving Problems, and then click Solving Common AOL Problems.
  4. Click I get disconnected from the AOL service.
  5. Close all programs (including AOL) and click Continue.


2. Are you using firewall software?

Some personal firewall software configurations can restrict access to AOL. If you find that you are having persistent difficulties in connecting to AOL Broadband, it may be due to the presence of firewall software. In the event of this happening, disable your firewall software and retry AOL.

If you can connect when your firewall software is disabled, try changing the security settings on the software and signing on again to see if the problem is resolved. If you have lowered your security settings and still can't get online, please contact your firewall software vendor for further advice.

Further Information: Sign on to AOL and visit AOL Keyword: Firewall Software


3. Check for spyware

  1. Go to AOL Keyword Spyware and click Run Now.
  2. If you do not have AOL Spyware Protection installed, you will be prompted to download it first. Follow all on-screen instructions.
  3. Once AOL Spyware Protection is running, click Get Updates to check for updates and then click Scan Now. The scan will last for approximately 10 minutes, when complete click View Details.
  4. A list of suspected spyware found on your PC will be displayed. Click Block All to disable all items on the list or Block Item to disable individual items (if you recognise any software on the list which you do not wish to disable)
  5. Click Close to exit.
    AOL Spyware Protection can also be run while offline: right-click the AOL icon in the Windows system tray (the right hand corner of your screen, next to your PC's clock) and click AOL Spyware Protection

    For more information about spyware and AOL Spyware Protection, go to AOL Keyword: Spyware.


4. Repair the AOL Connectivity Service  (AOL 9.0 only)

  1. Click Start, then 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.


5. AOL 8.0 and below: Clear your AOL modem setup

  1. Start the AOL software.
  2. On the AOL Sign-On Screen, click Setup and then click Expert Setup.
  3. Click on the Devices tab, choose your modem from the list and click Delete.
  4. Exit the AOL software and restart it again. AOL will attempt to auto-detect your modem.
  5. Then try to connect to AOL again.

If the problem reoccurs, call AOL Member Services on 0870 320 2020 for further technical support.