You may receive the message, “Cannot Initialize Modem”, while signing on with the AOL® software for any one of several reasons. After trying the first solution, check to see if you can sign on with the AOL software without receiving the message. If you still receive the message, 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.

Solutions

• Verify Your External Dial-up Modem Is Plugged into Your Computer
• Reboot Your Computer, Modem, and Router
• Delete All Connection Locations and Redetect

For Additional Support

Verify Your External Dial-up Modem Is Plugged into Your Computer

If you are using an external dial-up modem, your modem must be plugged into your computer so your computer can communicate with it.

To verify your dial-up modem is plugged into your computer:
1. Verify one end of the USB or serial cable is plugged securely into the USB or serial port on the external modem.
2. Verify the other end of the USB or serial cable is plugged securely into the USB or serial port on your computer.

Note: You can also try connecting the modem to a different USB or serial port.

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Reboot Your Computer, Modem, and Router

The AOL software can 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® 98, Windows Me, or Windows 2000, click the Start button, then click Shut Down.... Select Shut Down in the drop-down menu, then click the OK button.
• If using Windows XP, click the Start button, then click the Turn Off Computer button. Select Turn Off, then click the OK button.

Note: If you are using an internal modem please wait 30 seconds, then skip to step 6.

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Delete All Connection Locations and Redetect

Completely deleting the connection locations and connectivity files removes any incorrect access phone number or modem settings. The AOL® software will automatically search for and select the correct connection device. This process is a lot faster than manually checking to make sure everything is setup correctly.

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. Remember that members on certain plans may be charged an hourly rate for dial-up connections. See AOL® Keyword: My Account for your price details.

Note: One-click Fix is currently not compatible with Windows® Vista™.

Note: If you do not see the Delete Current Connection Locations option, please download the One-click Fix.

To download the Delete Current Connection Locations One-click Fix:
1. Go to http://fixes.aol.com/landing/start/ocfdownload.html.
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 Download One-click Fixes button.
4. Click the Download and Install Now button.
5. Click the Run button in the pop-up window. If a second 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 Delete Current Connection Locations, click the Fix It For Me button.
9. Click the Continue button.
10. Click the Done button.

To detect your modem via One-click Fix:
1. On the AOL® One-click Fixes page, next to Categories:, click the Connectivity link.
2. In the Connectivity section, next to Redetect Connection Devices, click the Fix It For Me button.
3. Click the Continue button.
4. Click the Done button.

To delete all locations and redetect connection for AOL® 9.0 VR:
1. On the Windows taskbar next to the clock, right click the AOL® icon, then click System Information....

Note: If using Windows Vista™, click the Continue button.

2. Click the Connectivity tab.
3. Click the Reset Locations button.
4. Click the Yes, Reset button.
5. Click the OK button.
6. In the upper right, click the X to close the AOL® System Information 2.0 window.
7. Launch the AOL software, then follow the onscreen prompts to create a new location.

To delete all locations and redetect connection for AOL® 9.0 Optimized SE/LE:
1. Close the AOL software.
2. Click the Start button, select All Programs or Programs, select America Online, then click AOL System Information.
3. Click the Connectivity or Connectivity Summary tab.
4. Click the Reset Locations button.
5. Click the Yes, Reset button.
6. Click the OK button.
7. Click the Close button to close the AOL® System Information window.
8. Launch the AOL software, then follow the onscreen prompts to create a new location.

To delete all locations and redetect connection for AOL® 9.0 Optimized:
1. Launch the AOL software as you normally would but do not sign on.
2. Click the Sign On Options button.
3. Click the Expert Setup button.
4. Click a location to highlight it, then click the Delete button.
5. Click the OK button. Continue deleting locations until all locations are removed.
6. Click the Close button.
7. Click the Sign On button, then follow the onscreen prompts to create a new location.

To delete all locations and redetect connection for AOL® 8.0 Plus and lower versions:
1. Launch the AOL software as you normally would but do not sign on.
2. Click the Setup button.
3. Click the Expert Setup button.
4. Click a location to highlight it, then click the Delete button.
5. Click the Yes button. Continue deleting locations until the location list is blank.
6. Click the Devices (modems, etc.) tab.
7. Click a device to highlight it, then click the Delete button.
8. Click the Yes button. Continue deleting devices until the device list is blank.
9. Click the Close button.
10. Click the File menu, then click Exit.
11. Launch the AOL software, then follow the onscreen prompts to create a new location.

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