Disconnected with a TCP/IP or Broadband Connection while using AOL ISP.

The following article may also be found in our Online Help area.

You may not be able to stay connected with the AOL® software over a TCP/IP connection for any one of several reasons. After trying the first solution, check to see if you can stay connected with the AOL software. If you still get disconnected, 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 the Microsoft® Windows® operating system is installed on your computer. If you do not know how to find this information, follow the instructions in the online help article entitled How to Determine Which Version of Windows® I Have.

Solutions

• Clear the Web Browser Cache and Cookies
• Rebuild/Uninstall the AOL® Adapter
• Clear the AOL® Artwork Database
• Delete All Connection Locations and Redetect
• Restart Your Computer and Close Other Programs

For Additional Support

Clear the Web Browser Cache and Cookies

Web sites download pictures and files to your computer in order to display them properly. These files are known as browser cache or Temporary Internet Files. Eventually these files may become damaged and cause pages to load incorrectly, or they may just build up and clog the browser, needing to be cleared out. Deleting the browser cache will also clear the TopSpeed™ cache in AOL® 9.0 Optimized and higher versions of AOL® software.

A cookie is a small text file that a Web site stores on your computer to use when you return to that site. Cookies store information you enter on a Web page, such as passwords or login information, to save you time later. They are very small files, and are generally designed to make a Web site more convenient to use.

Note: Depending on the number of stored files, clearing the cache and cookies may take a few minutes.

To clear the browser cache and cookies on Internet Explorer® 6.0:
1. On the Windows taskbar, click the Start button, select Programs or All Programs, then click Internet Explorer.
2. Click the Tools menu, then click Internet Options....
3. Under the General tab, in the Temporary Internet Files section, click the Delete Cookies... button.
4. Click the OK button to confirm the action.
5. In the Temporary Internet Files section, click the Delete Files... button.
6. Click the Delete all offline content box to put a check mark on it.
7. Click the OK button.
8. Click the Clear History button.
9. Click the Yes button.
10. Click the OK button to close the Internet Properties window.
11. Click the X button in the upper right to close the Internet Explorer window.

To clear the browser cache and cookies on Internet Explorer 7.0:
1. Close any open Internet browser windows.
2. Click the Start button, select Programs or All Programs, then click Internet Explorer.
3. Click the Tools menu, then click Internet Options.
4. On the General tab, click the Delete... button.
5. Click the Delete cookies... button.
6. Click the Yes button.
7. Click the Delete files... button.
8. Click the Yes button.
9. Click the Delete history... button.
10. Click the Yes button.
11. Click the Close button to close Delete Browsing History window.
12. Click the OK button to close the Internet Options window.
13. Click the X button in the upper right to close the Internet Explorer window.

Back to Top

Rebuild/Uninstall the AOL Adapter

A damaged AOL Adapter may cause this issue. Windows networking requires a network adapter for any application that must access the Internet. The AOL software uses the AOL Adapter to access the Internet.

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

Note: If you do not see the Rebuild AOL Adapter option, please download the One-click Fix.

To download the Rebuild AOL Adapter 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 Rebuild AOL Adapter, 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 Rebuild AOL Adapter, click the Fix It For Me button.
9. Click the Continue button.
10. Click the Done button.

To manually rebuild/uninstall the AOL Adapter in AOL® 9.0 Security Edition:
1. Click the Start button, select Programs or All Programs, select America Online, then click AOL System Information.
2. If a Caution window appears, click the OK button to continue.
3. Click the Utilities tab.
4. Scroll to the AOL Utilities section, then next to AOL Adapter or Rebuild AOL Adapter, click the Rebuild or Start button.
5. If a Warning! window appears, click the OK button to continue.
6. Click the OK button.

To manually rebuild/uninstall the AOL Adapter in AOL® 9.0 Optimized SE/LE or lower:
1. Click the Start button, select Programs or All Programs, select America Online, then click AOL System Information.
2. Click the Utilities tab.
3. Click the Uninstall AOL Adapter or Rebuild AOL Adapter button.

Note: If Windows displays the message, "The AOL Adapter was successfully uninstalled," or has already been uninstalled, click the OK button.

Back to Top

Clear the AOL Artwork Database

The AOL software stores online graphics on your computer to speed the loading of AOL® images. Over time, unneeded graphics from pages you no longer visit or pages that have changed can fill up your artwork database, reducing efficiency. The files can even become damaged and cause more serious errors. By reducing and then resetting the size of the artwork database, new graphics can be stored to speed load again.

To clear the AOL artwork database:
1. Launch the AOL software, but do not sign on.
2. Open the artwork preferences.

• If using any version of AOL® 9.0: On the AOL® toolbar, click the Settings icon, then click the Offline Storage link.
• If using AOL 8.0 Plus or lower: On the AOL toolbar, click the Settings menu, click Preferences, then click the Font, Text, & Graphics link.

3. In the Graphics Settings section, next to Maximum disk space to use for online art:, reduce the value to the lowest setting, then click the Save button.
4. Click the File menu, then click Exit.
5. Launch the AOL software once again, but do not sign on.
6. Open the artwork preferences.

• If using any version of AOL 9.0: On the AOL toolbar, click the Settings icon, then click the Offline Storage link.
• If using AOL 8.0 Plus or lower: On the AOL toolbar, click the Settings menu, click Preferences, then click the Font, Text, & Graphics link.

• If using any version of AOL 9.0: In the Graphics Settings section, next to Maximum disk space to use for online art:, increase the value back to its original setting of no more than 60 megabytes.
• If using AOL 8.0 Plus or AOL 8.0: In the Graphics Settings section, next to Maximum disk space to use for online art:, increase the value back to its original setting of no more than 40 megabytes.
• If using AOL 7.0 or lower: In the Graphics Settings section, next to Maximum disk space to use for online art:, increase the value back to its original setting of no more than 20 megabytes.

Back to Top

Delete All Connection Locations and Redetect

Completely deleting the locations and the connectivity files not only removes bad access phone numbers, but also location dialing options and incorrect modem or broadband settings. The AOL software will automatically search for and select the right connection device and guide you through selecting the proper access phone number and dialing options.

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.

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 connection locations and redetect the modem using AOL® 9.0 Security Edition:
1. On the Windows taskbar next to the clock, right-click the AOL® icon, then click System Information.... If a Caution window appears, click the OK button to continue.
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.
7. Start the AOL software. The default location will be Broadband. If you have a broadband connection, no further setup is required.
8. If you have a dial-up connection, the AOL software will redetect your connection.
9. Type a name for the new location in the Dial-Up Location Name: box.
10. In the first box next to Area code and first 3 digits of the phone number you will be dialing from:, type your area code, then type the first 3 digits of your phone number in the second box.
11. Choose the dialing options that apply to you by clicking the Yes or No option, then click the Next click here button

Note: If AOL Best Connect™ is available it is recommended that you opt in to this feature to manage your phone numbers and provide you optimal connectivity. If you wish to use this feature, choose the Yes, use AOL Best Connect™ to manage my access phone numbers for me option by clicking it. By choosing Best Connect, the AOL service will select and manage the best available access phone numbers for the area code you specified. For more information, go to online help article entitled About AOL® Best Connect™.

Note: If you have selected only one access phone number, a message will come up recommending you select more. Click the Next button again to continue.

To delete all connection locations and redetect the modem using AOL® 9.0 Optimized SE/LE or 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 Add Location button.
7. In the Location Name: box, type a name for your location, then click the Next button.
8. Click the device you wish to use to connect to the AOL service, then click the Next button.

Note: If your connection device is not listed, click the Redetect Devices button to have the AOL software redetect all connection devices.

9. Confirm the modem settings, then click the Next button.
10. Click the Automatically search for numbers option by clicking it, then click the Next button.
11. Type your local area code, then click the Next button.
12. Select your dialing options, then click the Next button.
13. Click the access phone number box to place a check mark in it for each access phone number you wish to use, then click the Next button.
14. Confirm the access phone numbers, then click the Next button.
15. Click the Sign On To AOL Now button.

To delete all connection locations and redetect the modem using AOL® 6.0, AOL® 7.0, AOL® 8.0, AOL® 8.0 Plus:
1. Start the AOL software as you would normally, 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.
6. Repeat step 4 and step 5 until all locations have been deleted.
7. Click the Devices (modems, etc.) tab.
8. Click a device to highlight it, then click the Delete button.
9. Click the Yes button.
10. Click the Yes button.
11. Repeat step 8 thru step 10 until all devices have been deleted.
12. Click the File menu, then click Exit.
13. Start the AOL software as you would normally, then click the Next button.
14. Click your connection device to select it, then click the Next button.

Note: If you have a broadband connection, select TCP/IP, click the Next button and skip the remaining steps.

15. Type in your area code, then click the Next button.
16. Click the access phone number box to place a check mark in it for each access phone number you wish to use, then click the Next button.
17. Click the appropriate Dialing Option boxes to place a check mark in them.
18. Click the Automatically reconnect me and ignore interruptions when using this location box to place a check mark in it, then click the Next button.
19. Click the Next click here or FINISH click here button, then sign on to the AOL software.

Back to Top

Restart Your Computer and Close Other Programs

Other programs running on your computer may conflict with your attempt to connect to the AOL® service, or use up resources required for the AOL software to function effectively.

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

To restart your computer and close other programs on Windows® Vista™/XP/2000:
1. Restart your computer.

• If using Windows® Vista™, click the Start button, click the arrow next to the Lock this computer button, then click Restart.
• If using Windows XP/2000, click the Start button, then click the Turn Off Computer button. Click the What do you want the computer to do? drop-down menu to open it, select Restart, then click the OK button.

Required Processes (do not end):

• explorer.exe
• services.exe
• spoolsv.exe
• svchost.exe
• system
• taskmgr.exe
• winlogon.exe

To close non-essential programs on Windows 98/Me:
1. Click the Start button, then click Shut Down....
2. Click Restart or Restart the Computer, then click the OK button.
3. On the keyboard, hold down the Ctrl and Alt keys, then tap the Delete key once.

Note: Tapping the Delete key two times consecutively when the Ctrl and Alt keys are held down will restart your computer. Any programs which were shut down will resume when the system restarts.

Required Programs (Do not end):

• explorer
• systray

Back to Top