To print this go to the upper toolbar and click 'FILE', then 'PRINT" If your
problem is getting the same 'bad' file over and over, go directly to item "E" & "F". If you are getting cut off
during a download, read the whole thing. Bear in mind that AOL uses an adulterated
version
of Microsoft Internet Explorer. You may be able to successfully download by going to your
START button / PROGRAMS / INTERNET EXPLORER or NETSCAPE COMMUNICATOR or NAVIGATOR
directly--and try to not use the AOL interface. Or go to our computer-clean-up tips page and do those steps
first.
Click here to return to ScrapbookScrapbook.com HOME
The following is a COPY/PASTE of a letter sent by AOL tech support to one of our customers:
Hello! I'm Mel from America Online. Thank you for writing to the AOL Techmail Department.
Based on your recent e-mail, I understand that you have been disconnected when trying to
download a file from SrapbookScrapbook.com or difficulties staying connected to AOL.
I sincerely apologize for the frustrations you are experiencing with America Online (AOL).
I appreciate your patience with this matter.
To determine and resolve the issue, follow the step by step procedures I have prepared for
you.
I do hope that you would bear with my lengthy email since your question involves many
factors and I have tried to provide you with all the possible resolutions to your concern.
Note: If your problem has been solved on the first steps of the resolution below, please
do not continue anymore in performing succeeding resolutions.
A. SET UP YOUR ACCESS NUMBERS CORRECTLY
B. AUTO DETECT THE MODEM
C. MANUALLY SETUP THE MODEM (WINDOWS 95/98/ME)
D. CLOSE CONFLICTING PROGRAMS
E CLEAR THE WEB BROWSER CACHE AND UNINSTALL THE AOL ADAPTER
F. REPAIR MICROSOFT INTERNET EXPLORER
A. SET UP YOUR ACCESS NUMBERS CORRECTLY
1. SET UP YOUR ACCESS NUMBERS CORRECTLY
2. USE ANOTHER ACCESS NUMBER
1. SET UP YOUR ACCESS NUMBERS CORRECTLY
a. Start AOL as you would normally, but don't sign on.
b. On the AOL Sign On screen, click on SETUP.
c. Click on EXPERT SETUP.
d. Select an Access Phone Number, then click on EDIT.
e. Set up the access number correctly (a through i below), then click on OK.
1. In the Name box, type the Access Number.
2. In the Connect using box, select your Modem.
3. In the Edit number here box, type the Access Number. If you have ten-digit dialing in
your area (you dial the area code for a local call), add the area code to the beginning of
the number.
4. If necessary, check the Dial ___ to reach an outside line box, then type the
appropriate Number, followed by a Comma. Otherwise, uncheck the box.
5. If you have call waiting, check the Dial ___ to turn off call waiting box, then type
the appropriate Number Code to turn off your call waiting, followed by a Comma. Otherwise,
uncheck the box.
6. If necessary, check the I do not have Touch Tone service box. Otherwise, uncheck the
box.
7. If you use voicemail, check the I have voicemail on this phone line box. Otherwise,
uncheck the box.
8. In the Speed box, select your modem's Speed.
9. In the Network box, select AOLnet.
NOTE: If you aren't sure if you have any special dialing options, please check with your
local phone company.
f. Repeat steps 4 and 5 for each access number listed, then click on CLOSE to return to
the Sign On screen.
1. Use another access number
a. Start AOL as you would normally, but do not sign on.
b. On the Sign On screen, note the location that is selected, then click on SETUP.
c. Click on EXPERT SETUP. The access numbers you are attempting to use to connect will be
listed under the location you noted on the Sign On screen.
d. Click on ADD NUMBER.
e. Type your Area Code, then click on NEXT.
f. Select Access Numbers for your area, then click on NEXT.
NOTE: What constitutes a local call can vary widely by calling plan and phone company. For
your protection, please check with your local phone company to ensure the AOL access
numbers you select are local calls for your calling plan.
g. Confirm your Dialing Options, then click on NEXT.
NOTE: If you are not sure if you have any special dialing options, please check with your
local phone company.
h. Confirm that the new access numbers are listed first, then click on FINISH to return to
the Sign On screen.
B. AUTO DETECT THE MODEM
TO AUTO DETECT THE MODEM, PLEASE FOLLOW THE STEPS BELOW:
1. AUTO DETECT THE MODEM
2. REASSIGN THE CONNECTION DEVICE
NOTE: Please start AOL. Do not sign on.
1. AUTO DETECT THE MODEM
a .Click on SETUP on the AOL Sign On window.
b. Click on EXPERT SETUP.
c. Click on the DEVICES (MODEMS, ETC.) tab.
d. Select the Modem, then click on DELETE.
e. Click on YES to delete the modem.
f. Click on YES to automatically assign a connection device.
NOTE: Please delete all modems listed. You do not need to delete TCP/IP connections.
g. Click on AUTODETECT. AOL will search for a way for you to connect.
h. After AOL detects your modem, click on NEXT.
NOTE: If AOL fails to detect a modem (you are asked to confirm a TCP/IP connection), click
on Cancel, then click on Yes, then follow the steps below.
i. Click on YES to change the device for all numbers and return to the Sign On window.
NOTE: If AOL does not prompt you to change the device for all numbers, follow the steps
below to reassign the connection device.
2. REASSIGN THE CONNECTION DEVICE
a .Click on SETUP on the AOL Sign On window.
b. Click on EXPERT SETUP.
c. Click on the DEVICES (MODEMS, ETC.) tab.
d. Select the Modem, then click on SET DEFAULT.
e. Click on YES to change the device for all numbers.
f. Click on the LOCATIONS tab.
g. Select the first Access Number, then click on EDIT.
h. Confirm the Connect using box lists your modem, then click OK.
i. Repeat the steps above to reassign all the access numbers listed.
NOTE: You do not need to reassign TCP/IP connections.
j. Click on CLOSE to return the Sign On screen.
C. MANUALLY SETUP THE MODEM (WINDOWS 95/98/ME)
Manually setting up the modem may resolve the issue.
NOTE: Manually setting up the modem is not an option in Windows 2000 and Windows XP.
TO MANUALLY SET UP THE MODEM, PLEASE FOLLOW THE STEPS BELOW:
1. Click on START, select PROGRAMS, select AMERICA ONLINE, then click on AOL SYSTEM
INFORMATION. The AOL System Information window will open, which may take a moment.
NOTE: In Windows XP, click on Start, select All Programs, select America Online, then
click on AOL System Information. The window will take a moment to open.
2. Click on the MODEM tab.
3. Select the COM Port that that lists the modem, then click on MORE INFO.
4. Note the modem model and the COM port, then click on CLOSE.
5. Click on START, select PROGRAMS, select AMERICA ONLINE, then click on AMERICA ONLINE
7.0.
NOTE: In Windows XP, click on Start, select All Programs, select America Online, then
click on America Online 7.0.
6. Click on SETUP on the AOL Sign On window.
7. Click on EXPERT SETUP.
8. Click on the DEVICES (MODEMS, ETC.) tab.
9. Select the Modem, then click on EDIT.
10. Select the modem from the Modem box that most closely matches the information from AOL
System Information, select the correct COM Port in the Connected to port box, select the
modem's Speed in the Port speed box, then click on OK.
NOTE: If AOL originally listed the modem as Rockwell (WinRPI), Rockwell (WinRPI+), WinRPI
Modem, or WinRPI+ Modem, select WinRPI/WinRPI+ (No Error Correction@9600), and select 9600
for the Port Speed. This will increase the reliability of the connection for these modems.
If the Modem box does not list your modem, select UMC (Generic) V.32 bis.
11. Click on CLOSE to return to the Sign On window.
D. CLOSE CONFLICTING PROGRAMS
1. CLOSE CONFLICTING PROGRAMS, WINDOWS 95/98/ME
2. CLOSE CONFLICTING PROGRAMS, WINDOWS 2000/XP
1. CLOSE CONFLICTING PROGRAMS, WINDOWS 95/98/ME
NOTE: There may be programs running that are using resources AOL needs to run properly or
conflict with AOL, such as fax programs that make your modem unavailable to AOL.
a. Click on START, then click on SHUT DOWN.
b. Select RESTART, then click on OK.
c. When the computer has restarted, hold down the CTRL and ALT keys on your keyboard, then
tap the DELETE key once. The Close Program window will open.
d. Select a Program other than AMERICA ONLINE, EXPLORER, or SYSTRAY, then click on END
TASK. The Close Program window will close automatically.
NOTE: If you receive a message that a program is not responding, click on End Task.
e. Repeat steps c and d until the only programs in the Close Program window are AMERICA
ONLINE, EXPLORER, and SYSTRAY, then click on CANCEL to close the Close Program window.
2. CLOSE CONFLICTING PROGRAMS, WINDOWS 2000/XP
NOTE: There may be programs running that are using resources AOL needs to run properly or
conflict with AOL, such as fax programs that make your modem unavailable to AOL.
a. Click on START, then click on SHUT DOWN.
b. Select Restart, then click on YES.
c. Right-click on the Windows TASK BAR, then click on TASK MANAGER.
d. Select a Program other than AMERICA ONLINE, then click on END TASK. The program will
disappear from the list.
NOTE: If you receive a message that a program is not responding, click on End Task.
e. Repeat step d until the only program listed is AMERICA ONLINE, then click on the X in
the upper right corner to close the Task Manager window.
E. TRY TO REDUCE LINE NOISE
One of the most frequent high-speed connection problems is line noise. The causes are
numerous, and quite often difficult to track down. The most common sources are cross talk
from other wiring, interference from electrical devices, environmental factors, and poor
quality wiring.
Most modems are designed to re-negotiate the connection speed to compensate for poor line
conditions. As line noise increases, the modem speed decreases. The speed increases as
line conditions improve. It is common for phone line conditions to vary during normal use.
The noise that effects a data connection is often undetectable during a standard voice
call. If interference persists to a point beyond the slowest possible data transmission
rate, the modem will disconnect.
TO REDUCE LINE NOISE, PLEASE REFER TO THE INFORMATION BELOW:
- Make sure none of the telephones on that line are in use. You cannot use the telephone
and the modem on the same phone number or line at the same time.
- Connect your modem to the wall with only one phone cord. Avoid using splitters, Caller
ID boxes, fax machines, answering machines, other telephones, or any other devices on the
line.
- A reflection can occur when other telecommunication devices (additional extensions,
answering machines, cordless phones, caller ID devices, and fax machines) are connected to
different jacks on the same circuit, causing degradation of the signal.
- In some instances, it is possible that special enhancements, such as Line Conditioners,
Load Coils, Pads, or DLC (Digital Loop Carriers with a universal analog-to-digital
connection) may be the source of the signal degradation.
- While use of a surge suppression device is recommended, the technology used to protect a
computer may also degrade the signal as it passes through the phone jack found on many
power supplies and UPSs (Un-interruptible Power Supplies).
- Use a different phone cord. Damaged or lengthy phone cords can be a source of signal
degradation. Use the shortest cord possible to avoid bunching or coiling.
- Make sure the modem is not near electrical equipment such as fans, stereos, and halogen
lamps that may cause interference on the phone line. This applies to internal modems if
the computer is sitting very close to such a device.
- In many cases, the telephone company can only guarantee a limited connection speed over
your phone lines. This speed is often less than the maximum speed that your modem can
support. In these cases, you may wish to consult the telephone company to determine why
the modem is having difficulty establishing a high-speed connection. In some cases, the
distance from the Central Office can be a problem. In general, if a connection is made
within 5 miles of the phone company's Central Office, distance should not be a difficulty.
Often it is difficult to determine the factors contributing to poor connections. Remember
to check for resources that the modem manufacturer may have available on their Web site.
E CLEAR THE WEB BROWSER CACHE AND UNINSTALL THE AOL ADAPTER
Damaged Web browser cache and/or a damaged AOL Adapter may cause this issue. Please clear
the Web browser cache and uninstall the AOL Adapter.
TO PURGE THE WEB BROWSER CACHE AND UNINSTALL THE AOL ADAPTER, PLEASE FOLLOW THE STEPS
BELOW:
1. CLEAR THE WEB BROWSER CACHE AND UNINSTALL THE AOL ADAPTER
2. MANUALLY DELETE THE WEB BROWSER CACHE
NOTE: If the AOL System Information tool is not present, or did not respond properly,
uninstall all copies of AOL and reinstall a fresh copy of the AOL software. This will
replace your AOL Adapter and AOL System Information tool.
1. CLEAR THE WEB BROWSER CACHE AND UNINSTALL THE AOL ADAPTER
a Click on START, select PROGRAMS, select AMERICA ONLINE, then click on AOL SYSTEM
INFORMATION. The window will open, which will take a moment.
b. Click on the UTILITIES tab.
c. Click on CLEAR BROWSER CACHE until the Current Cache Size reads 0 KB, then click on
UNINSTALL AOL ADAPTER. America Online will update.
- If Windows displays the message, The AOL Adapter was successfully uninstalled, click on
OK.
- If Windows displays the message, The AOL Adapter has already been uninstalled, click on
OK.
- If Windows prompts you to insert your Windows CD, click on OK, then click on Cancel.
- If Windows prompts you to restart the computer, click on YES, otherwise continue to Step
d.
d. Click on CLOSE.
e. Click on START, then click on SHUT DOWN.
f. Select Restart the computer or Restart, then click on YES or OK.
2. MANUALLY DELETE THE WEB BROWSER CACHE
NOTE: Follow these steps only if you were unable to clear the Web browser cache with the
AOL System Information utility.
a. Click on START, select SETTINGS, then click on CONTROL PANEL.
NOTE: In Windows XP, click on Start, then click on Control Panel.
b. Double-click on INTERNET OPTIONS.
c. Click on DELETE FILES in the Temporary Internet files area.
d. Check Delete all offline content, then click on OK.
e. Click on the X in the upper right corner to close the Internet Properties window.
f. Click on the X in the upper right corner to close the Control Panel window.
g. Click on START, then click on SHUT DOWN.
h. Select Restart the computer or Restart, then click on YES or OK.
NOTE: After the computer restarts, start AOL as you would normally. Windows may prompt you
to restart several times. Click on Restart Now each time, until AOL launches normally. The
computer may restart several times to rebuild the AOL Adapter files.
F. REPAIR MICROSOFT INTERNET EXPLORER
Damaged Web browser files may cause this issue. Please repair Microsoft Internet Explorer.
TO REPAIR MICROSOFT INTERNET EXPLORER, PLEASE FOLLOW THE STEPS BELOW:
1. CHECK THE VERSION OF INTERNET EXPLORER
2. REPAIR MICROSOFT INTERNET EXPLORER 5.X (MSIE)
3. UPGRADE TO MSIE 5.5
4. REPAIR MICROSOFT INTERNET EXPLORER 6.X (MSIE)
1. CHECK THE VERSION OF INTERNET EXPLORER
a. Click on START, select PROGRAMS, select AMERICA ONLINE, then click on AOL SYSTEM
INFORMATION. The window will open, which will take a moment.
b. Note the Browser Version, then click on CLOSE.
2. REPAIR MICROSOFT INTERNET EXPLORER 5.X (MSIE)
a. Click on START, select SETTINGS, then click on CONTROL PANEL.
b. Double-click on ADD/REMOVE PROGRAMS.
c. Select Microsoft Internet Explorer 5 and Internet Tools, then click on CHANGE OR REMOVE
or ADD/REMOVE.
NOTE: If the window does not list Microsoft Internet Explorer 5 and Internet Tools, click
on the X in the upper right corner to close the Add/Remove Programs and Control Panel
windows. Please follow the instructions to upgrade to MSIE 5.5.
d. Select Repair Internet Explorer, then click on OK.
e. Click on YES. The repair will run, then Windows will prompt you to restart your
computer.
NOTE: If you receive any error message while running the repair, please contact the
computer manufacturer or Microsoft for further assistance. Please refer to the
documentation that came with the computer for contact information.
3. UPGRADE TO MSIE 5.5
NOTE: If you are using Internet Explorer 5.5 SP1, 5.5 SP2, or Internet Explorer 6.x, do
not download the Web browser from Keyword: BROWSER. Damage to the operating system or
Internet Explorer may result.
a. Sign on to AOL as you would normally.
b. Click on the KEYWORD button on the AOL toolbar.
c. In the Keyword box, type
BROWSER
then click on GO.
d. Click on UPGRADE.
e. Note the approximate download time, then click on DOWNLOAD NOW.
NOTE: The file SWSETUP.EXE will download and install automatically. When the download is
complete, AOL will close automatically. During the installation, when you are prompted to
restart your computer, click on OK.
4. REPAIR MICROSOFT INTERNET EXPLORER 6.X (MSIE)
a. Click on START, select SETTINGS, then click on CONTROL PANEL.
b. Double-click on ADD/REMOVE PROGRAMS.
c. Select Microsoft Internet Explorer 6, then click on CHANGE/REMOVE or ADD/REMOVE.
NOTE: If the window does not list Microsoft Internet Explorer 6 and Internet Tools, click
on the X in the upper right corner to close the Add/Remove Programs and Control Panel
windows. Please contact the computer manufacturer or Microsoft for further assistance.
Please refer to the documentation that came with the computer for contact information.
WARNING: If you are already using Internet Explorer 6.x, do not attempt to install the
Internet Explorer 5.x Web browser from Keyword: BROWSER. Damage to the operating system
may result.
d. Select Repair Internet Explorer, then click on OK.
e. Click on YES. The repair will run, then you will be prompted to restart your computer.
NOTE: If you receive any error message while running the repair, please contact the
computer manufacturer or Microsoft for further assistance. Please refer to the
documentation that came with the computer for contact information.
I hope that I have sufficiently provided you with useful information about your inquiry.
Should you have further questions or concerns, please feel free to write back. I will be
more than happy to assist you.
May I reiterate my commitment to continue providing you competent and efficient online
services.
Have a wonderful day!
Mel T. :-)
Customer Care Consultant
The TechMail Department
America Online, Inc.
AOL Help is a self-contained, electronic "Help manual" that you can use to find
the answers to your most frequently asked questions about AOL. Please visit Keyword: HELP.
On the Internet, please go the Web site: http://www.aol.com
Thanks =)