Cannot sign off of the AOL ISP connection with the AOL Suite Software.

With the AOL® Suite software, you may not be able to sign off from the AOL® service for any one of several reasons. After trying the first solution, check to see if you can sign off from the AOL service. If you are still unable to sign off from the AOL service, 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.

Information You Need

You will need to know what version of Microsoft® Windows® operating system and Internet Explorer® is installed on your computer. If you do not know how to find this information, please follow the instructions in these online help articles: How to Determine Which Version of Windows® I Have, and How to Determine Which Version of Internet Explorer is Installed on My Computer respectively.

Solutions

• Reboot Your Computer, Broadband Modem, and Router
• Clear Internet Explorer Cache and Replace AOL® Adapter
• Delete Current Connection Locations
• Close Other Programs
• Repair the AOL® Connectivity Service

For Additional Support

Reboot Your Computer, Broadband Modem, and Router

The AOL Suite software can either use your existing broadband connection or create its own connection to access the AOL® service. Restarting your computer and resetting your connection hardware will help your computer get a better connection.

To reboot your computer, modem, and router:
1. Shut down your computer:

• If using Windows 2000 or XP Professional, click the Start button, then click Shut Down. Click the What do you want the computer to do? drop-down menu, choose the Shut Down option by clicking it, then click the OK button.
• If using Windows XP Home Edition, click the Start button, then click the Turn Off Computer button. Select Turn Off, then click the OK button.

2. If you use an external modem, and router, unplug the power cord from these devices, wait 30 seconds then plug them back in.
3. Turn on the computer as you would normally.

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Clear Internet Explorer Cache and Replace AOL Adapter

The Internet Explorer (IE) cache stores temporary Internet files from Web sites you have visited. Over a period of time, these files can take up a large amount of disk space. The AOL Adapter is an important component of your AOL software that helps you connect to the Internet.

To clear IE cache and replace the AOL Adapter using a One-click Fix:
1. On the Windows taskbar next to the clock, click the AOL® icon, then click One-click Fixes.

Note: AOL® One-click Fixes can also be accessed from the Start menu. Click the Start button, select Programs or All Programs, select America Online , select AOL Suite, then click AOL One-click Fixes.

2. On the AOL® One-click Fixes page, next to Categories:, click the Connectivity link.
3. In the Connectivity section, next to Clear IE Cache and Replace AOL Adapter, click the Fix It For Me button.
4. Click the Continue button.
5. Click the Done button.

If the AOL® One-click Fixes page or the Clear IE Cache and Replace AOL Adapter fix was not found, you can download it online.

To install, then run the One-click Fix:
1. On the Internet, go to http://fixes.aol.com/landing/start/ocfdownload.html.

Note: If prompted, please sign in with your AOL® screen name and password.

2. On the AOL® One-click Fixes download page, next to Categories: click the Connectivity link.
3. In the Connectivity section, next to Clear IE Cache and Replace AOL Adapter, click the Download One-click Fixes button.
4. Click the Download and Install Now button.
5. Click the Run button. If another security window pops-up, click the Run button again.
6. Once the installation is complete, click the Launch button.
7. On the AOL® One-click Fixes page, next to Categories:, click the Connectivity link.
8. In the Connectivity section, next to Clear IE Cache and Replace AOL Adapter, click the Fix It For Me button.
9. Click the Continue button.
10. Click the Done button.

If the One-click Fix couldn't be used, you can manually clear the IE cache and replace the AOL Adapter by following these steps:
1. Click the Start button, select Programs or All Programs, select AOL, then click AOL System Information.
2. If prompted by a warning message, click the OK button.
3. Click the Utilities tab.
4. In the Browser section, next to Internet Options Control Panel, click the Open button.
5. Clear the cache.

• If using Internet Explorer 7.0: On the General tab, in the Browsing history section, click the Delete... button. Next to Temporary Internet Files..., click the Delete files... button, then click the Yes button.
• If using Internet Explorer 6.0: On the General tab, in the Temporary Internet Files section, click the Delete Files... button. Click the Delete all offline content box to place a check mark in it, then click the OK button.

• If using AOL® System Information, scroll down to the AOL Utilities section, then click the Rebuild button next to AOL Adapter.
• If using AOL® System Information 2.0, scroll down to the AOL Utilities section, then click the Start button next to Rebuild AOL Adapter.

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Delete Current Connection Locations

Removing all the current connection locations not only gets rid of bad access phone numbers, but also removes inappropriate modem settings and dialing options. The AOL Suite software will automatically redetect and choose the best connection device, then guide you through selecting the appropriate access phone numbers and dialing options.

To delete the existing connection locations using a One-click Fix:
1. On the Windows taskbar next to the clock, click the AOL icon, then click One-click Fixes.
2. On the AOL® One-click Fixes page, next to Categories:, click the Connectivity link.
3. In the Connectivity section, next to Delete Current Connection Locations, click the Fix It For Me button.
4. Click the Continue button.
5. Click the Done button.

Note: The Department of Defense has instituted use of a security code phone system for all military personnel making outbound calls from military locations. To call out from a military location within the continental U.S., the modem will need to dial 9, the phone number, wait for the beeps, then dial your security code. Calls made from international locations use a different system for entering the security code.

Warning: You will incur charges on your phone bill if you select an AOL access phone number that is a long distance call or not covered by your local calling plan. Please check with your local phone company to determine whether the access phone numbers you select are local for your plan. Members on certain AOL® plans may be charged an hourly rate for dial-up connections. Please visit AOL® Keyword: My Account for details of your AOL your price plan.

To manually delete the connection locations, if the One-click Fix could not be installed or run:
1. Click the Start button, select Programs or All Programs, select AOL, then click AOL System Information. If a Caution message appears, click the OK button.
2. Click the Connectivity tab.
3. Click the Reset Locations button.
4. Click the Yes, Reset button.
5. Click the OK button.
6. Click the Close button to close the AOL System Information window.
7. Launch the AOL Suite as you would normally, then follow the onscreen instructions to set up a new location.

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Close Other Programs

There may be other programs running on the computer that conflict with the AOL Suite software, or that are using up resources the AOL Suite needs in order to work correctly.

Note: These steps will close other programs until you restart your computer. To keep programs from automatically starting, please contact your computer manufacturer.

To close other programs:
1. Right-click an empty are on 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. Repeat steps 3 and 4 until all programs are closed.
5. Click the Processes tab.
6. Click the Show processes from all users box to place a check mark in it, then click Image Name to sort the processes alphabetically.
7. Click a process other than the essential ones (listed below) to select it, then click the End Process button.

Note: If you are unsure which processes 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.

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Repair the AOL Connectivity Service

AOL Connectivity Service (ACS) is responsible for getting the AOL® software connected to the AOL service. Repairing ACS will rebuild your connection.

To repair ACS using a One-click Fix:
1. On the Windows taskbar next to the clock, click the AOL icon, then click One-click Fixes.
2. On the AOL® One-click Fixes page, next to Categories:, click the Connectivity link.
3. In the Connectivity section, next to Repair ACS, click the Fix It For Me button.
4. Click the Continue button.
5. Click the Done button.

To uninstall ACS manually, if the One-click Fix couldn't be used:
1. Open the Windows Control Panel.

• If using Windows XP, click the Start button, then click Control Panel.
• Is using Windows 2000, click the Start button, select Settings, then click Control Panel.

2. Double-click the Add/Remove Programs or Add or Remove Programs icon.
3. In the list of currently installed programs, click AOL Uninstaller (Choose which Products to Remove) to highlight it, then click the Change/Remove button.
4. Click the AOL Connectivity Services box to place a check mark in it, then click the Uninstall button.
5. Click the Yes button to confirm.
6. Click the Restart button when prompted.
7. After the computer restarts, open the Windows Search program.

• If using Windows XP, click the Start button, click Search, then click the All Files and Folders link.
• If using Windows 2000, click the Start button, select Search, then click For Files or Folders....

8. In the All or part of the file name: or Search for files or folders named: box, type acssetup.exe, ensure that the Look in: box is set to the local hard drive (usually C:) then click the Search or Search Now button.
9. In the Search Results window, double-click acssetup.exe.
10. Click the Close button.
11. On the Windows taskbar next to the clock, click the AOL icon, select Connectivity, then click Connect Options....
12. Click the Add button.
13. Choose your connection option by clicking it, then click the Next button.
14. Follow the onscreen directions to set up a new connection location.

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