Resolving Internet Connection Problems with AOL

HP and Compaq PCs - Resolving Internet Connection Problems with AOL
Security level: Public
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In this document:
Before you begin

Step 1: Reset Windows with System Restore

Step 2: Verify and use a working dial-in access number

Step 3: Disable anti-virus, firewall, and other software

Step 4: Clearing temporary files and resetting the TCP/IP stack

Step 5: Testing modem connectivity

Step 6: Ensuring the modem is detected by AOL

Step 7: Ensuring the com setting is used by AOL

Step 8: Reinstalling AOL software

Step 9: Contacting AOL support



This document pertains to HP and compaq Notebook computers that use a standard modem to dial up and connect with AOL Internet service.

Use this document when you are having problems connecting to the AOL Internet service. To resolve the issues, perform each step in the order provided. Try to connect to AOL after each step to see if you have resolved the problem.

Before you begin
Most connection problems occur outside the computer or at the modem. Check all of the items before using the steps in this document:


Make sure that the AOL service is not temporarily down by calling the AOL support number .

You must know that the modem and its connections are working correctly. If you do not know, find out by using one of the following support documents that matches your computer:


HP and Compaq Desktop PCs - Problems Connecting to the Internet; Dial-Up Modem Troubleshooting .

HP Notebook PCs - Unable to Connect or Slow Connection to a Dial-Up Network .




Step 1: Reset Windows with System Restore
Was AOL working correctly at an earlier time? If not, skip to Step 2.

If it was, use Microsoft's System Restore to reset Windows back to a previous date when AOL was working correctly. This should correct the problem, if it does not, continue to the next step.


Step 2: Verify and use a working dial-in access number
Use the following steps to download and use the latest dial-in access numbers from AOL:


Open AOL and click Access Numbers.

Type your area code number into the text field.

Select any special dialing requirement for the phone-line that the modem is on (such as dialing 9).

Connect and retrieve the latest list of access numbers if a list of numbers does not appear.


NOTE: If you are unable to connect, the problem is most likely the modem configuration or the telephone cable connections. See the section Before you begin for links to modem and telephone connection support documents.

Select the access numbers from the list and write them down on a piece of paper.

From the Sign-on window click Sign-on.

AOL should automatically attempt to connect to each access number successively after you enter your name and password. If you still cannot log-into AOL, continue using these steps.

From the Sign-on window, click Expert Setup, and then Expert Add.

Type a name into the Name field (such as connect_1, connect_2) and select a location from the drop-down menu.

Type an AOL access number that was written down earlier, and select any special dialing requirements for your phone line (like dialing 9 to dial out).

Click OK, and continue adding access numbers from those that were written down earlier. Be careful not to add long-distance numbers.

When done, click Close and try to sign-on again.

AOL should automatically attempt to connect to each access number successively after you enter your name and password. If you still cannot log-into AOL, continue to the next Step.



Step 3: Disable anti-virus, firewall, and other software
Prevent software items from starting that might interfere with the connection process:


Click Start, Run, and type the following into the Open field:

MSCONFIG

Click OK.

A System Configuration window appears.

Click the Startup tab:


NOTE: If the System Configuration utility is already being used to prevent software from loading, write down the name of the software that does not have checkmarks next to its name on the Startup tab. You can use this information to reset the System Configuration utility when you are done with this section.

In Windows XP, click Disable All, and then re-select RecGuard, Rundll, HPSysDrv, KBD, and PS2.

In Windows Me, de-select everything except ScanRegistry, System Tray, *StateMgr, PCHealth, and Motive Monitor.

In Windows XP only, click the Services tab, select Hide all Microsoft Services, and click Disable All.

Click OK, and restart the computer.

If the System Configuration window appears after Windows starts, select Don't show this message again, and click OK.

If antivirus software is currently being used, close it from its icon on the system tray (a small icon next to the time). Close it by right-clicking the icon and selecting Disable. Refer to the documentation for the antivirus software for more information about to disable it.

If firewall software is currently being used, close it from its icon on the system tray (a small icon next to the time). Close it by right-clicking the icon and selecting Disable, Exit, or Close. Refer to the documentation for the Firewall software for more information about how to to disable it.



NOTE: Windows XP, has a built in firewall. To disable it in Windows XP SP2, click Start, Control Panel, Security Center, and click Windows Firewall. Select Off (Not Recommended) and click OK.

Try signing-on to AOL again:


If you cannot use AOL to browse the Internet, continue to the next step.

If you can browse the Internet, call AOL Support to help find out what software was conflicting with the AOL software so that you can remove it or prevent it from starting up with the system configuration utility.


If you want to replace the software items that start with Windows, click Start, Run, and type the following into the Open field: MSCONFIG. Replace the checkmarks that were removed earlier, and click OK.



Step 4: Clearing temporary files and resetting the TCP/IP stack
If you are still having trouble connecting and logging into AOL, clear the temporary Internet files and cache as follows:


Close AOL and any other Internet software.

In Windows XP, click Start, Control panel, Network and Internet Connections, and Internet Options.

In Windows Me, click Start, Settings, Control Panel, and double-click Internet Options.

Click the General tab, and then click the Delete button.

Select Delete all offline content, and then click OK.

After the files are deleted, click Settings from the General tab.

Click View Files.

The Temporary Internet Files folder opens.

Click Edit, Select All, and press the Delete key on the keyboard.

Click Yes to any confirmation windows that appear.

For Windows XP only, reset the IP stack by clicking Start, Run, and typing the following into the Open field: netsh int ip reset resetlog.txt

Close all open windows, and try using AOL to connect to the Internet again. Continue to the next Step if the connection fails.



Step 5: Testing modem connectivity
This step tests the modem hardware and the phone lines to see if the modem can dial out and connect to another modem. Use the following steps to ensure that the modem can dial-out and connect:


NOTE: If you have already used an Advanced Modem Troubleshooting support document to test for modem connectivity and the modem passed, you can skip this step and go to Step 6: Ensuring the modem is used by AOL .
Click Start, (All) Programs, Accessories, Communications, then click HyperTerminal.

If a window appears about making HyperTerminal the default telnet application, click NO (unless you really know that you want to do this).

If you've never used the HyperTerminal software before, type your area code and the extra phone information, and click OK.

Click OK on the phone and Modem Options window.

The HyperTerminal and Connection Description window appears.

Type the following in the name field and then click OK: TEST

Do not change the Country/region and Area code fields.

Type 555-5555 in the Phone Number field.

Click OK, and then click the Modify button.

Click Configure, and then click the Advanced tab.

Select Bring up a terminal window before dialing, and then click OK.

Click OK and then click Dial.

Type the following into the terminal window: AT&&CCB

Press the Enter key and do the following depending on the result displayed in the window:

If 08 displays, the modem if functioning properly. Click Continue and listen for a dial tone, dialing sounds, and a busy signal. Continue to Step 6 if you can hear the dialing sounds. Otherwise, check the telephone line with a phone to make sure that the line is good and try again.

If 48 or FF displays, there is probably an issue with the modem or its settings. Refer to the modem and connection troubleshooting links in the Before You Begin section to troubleshoot the modem further.


Click Cancel, and then click Cancel again to close HyperTerminal.



Step 6: Ensuring the modem is detected by AOL
AOL uses and stores the modem name in the AOL software. Use the following steps to make sure that AOL is using the proper modem device:

Open AOL, and click Setup on the Sign-on window.

Click Expert Setup, and then click the Devices tab.

Select the modem name so that it is highlighted.

Click Close and try using AOL to connect to the Internet again. Continue to the next step if the connection fails.



Step 7: Ensuring the com setting is used by AOL
AOL uses and stores the modem com settings in the AOL software. Use the following steps to make sure that AOL is using the proper com settings:


In Windows XP, click Start, and then Control Panel.

In Windows Me, click Start, Settings, and then Control Panel.

In Windows XP, click Printers and Other hardware, and then Phone and Modem Options.

In Windows Me, double-click the Modem icon.

Click the Modems tab.

Write down the com port name that is next to the modem name and listed under the Attached To column (COM1, COM2, COM3, etc...).

Click OK, open AOL, and click Setup on the Sign-on window.

Click Expert Setup, and then click the Devices tab.

Select the modem name if it is not already highlighted, and click Edit.

Examine the com port name and do the following depending on what is listed:

If the com port name is the same as what was written down from the modem properties, then the com port listing in AOL is okay. Go to Step 8 .

If the com port name is not the same, select the com port name that was written down from the Connected to Port drop down list and click OK. Try using AOL to connect to the Internet again. Continue to the next Step if the connection fails.




Step 8: Reinstalling AOL software
If you tried all of the previous steps in this document and you cannot still connect to AOL, uninstall and reinstall the AOL software as follows:


CAUTION: The following steps will remove all saved information in AOL except saved emails.


In Windows XP, click Start, Control Panel, and double-click Add/Remove programs.

In Windows Me, click Start, Settings, Control Panel, and double-click Add/Remove Programs.

Select AOL from the list of installed programs, and click the Change/Remove button.

Remove the checkmark next to all versions of AOL and click Uninstall/Remove.

Restart the computer after the software has been removed.

Install the latest version of AOL. Call AOL Support if you need assistance installing and configuring AOL further.



Step 9: Contacting AOL support
If the steps in this document failed to help, contact AOL Support for more assistance. Inform AOL of the steps that you have already performed. To find the AOL support phone number, use the following steps:


From the Sign-on window, click the Help button.

Click the plus sign (+) next to Introduction to AOL version 8.0.

Click the plus sign (+) next to Customer Service.

Double-click Calling AOL Technical Support and refer to the information in the right window.