You may receive the message, "The computer was unable to connect to AOL (AC-0000, AC-0001, AC-0002, AC-0003)" for any one of several reasons. After trying the first solution, check to see if you can connect to the AOL® service. 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.
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
- Restart Your Computer and Close Other Programs
- Repair AOL® Connectivity Services (ACS)
- Configure Remote Access Settings
- Uninstall and Reinstall the AOL® Software
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 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.
2. After the computer restarts, right-click a blank or empty part of the Windows taskbar, then click Task Manager.
3. Click the Applications tab.
4. Click a program to select it, then click the End Task button.
5. If prompted, click the End Now button.
6. Click the Processes tab.
7. Click Image Name to sort the processes alphabetically.
8. Click a process other than the required processes listed below to select it, then click the End Process
button.
Required Processes (do not end):
- explorer.exe
- services.exe
- spoolsv.exe
- svchost.exe
- system
- taskmgr.exe
- winlogon.exe
9. When prompted by a Task Manager Warning message, click the Yes or End Process button.
10. Repeat steps 8 and 9 until all non-essential programs are shut down, then click the Cancel button.
11. Launch the AOL software as you would normally, to confirm if this has resolved the issue.
To close non-essential programs on Windows Me/98:
1. Click the Start button, then click Shut Down.
2. Click Restart or Restart the Computer, then click the OK button.
3. After the computer restarts, 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.
4. Click a program other than the required ones listed below to select it, then click the End Task button.Required Programs (do not end):
- explorer
- systray
5. When prompted by a Close Program message, click the End Task button.
6. Repeat steps 3 and 4 until all non-essential programs are closed, then click the Cancel button to
return to the desktop.
7. Launch the AOL software as you would normally, to confirm if this has resolved the issue.
Repair AOL Connectivity Services (ACS)
The AOL Connectivity Service (ACS) is responsible for getting the AOL software connected to the AOL service. Uninstalling ACS will allow a fresh copy of the files to be installed.
To repair AOL® Connectivity Services(ACS) via AOL® One-click Fixes:
1. Click the Start button, select Programs or All Programs, select AOL, then click AOL Computer Check-Up.
Notes:
- If using Windows® Vista™, you will be prompted to click the Continue button on the User Account Control window.
- If you have not installed AOL® Computer Check-Up, follow the instructions in the online help article entitled Install AOL® Computer Check-Up.
2. If prompted, sign in with your AOL® screen name and password.
3. Under Other Support Tools:, click the One-click Fixes link.
4. Click the Connectivity tab, next to Repair ACS, click the Fix It For Me button.
5. Click the Continue button.
6. Click the Done button.
To uninstall ACS manually on Windows Vista:
1. Click the Start button, then click Control Panel.
Note: If using the Classic View, skip Step 2.
2. Click the Programs icon.3. Click the Programs and Features icon.
4. Uninstall ACS:
- If AOL Uninstaller (Choose which Products to Remove) is listed, click AOL Uninstaller (Choose which Products to Remove) to highlight it, click the Uninstall/Change button, click the Continue button on the User Account Control message, click the AOL Connectivity Services box to place a check mark in it, then click the Uninstall button.
- If AOL Connectivity Services is listed, click AOL Connectivity Services to highlight it, click the Uninstall/Change button, click the Continue button on the User Account Control message, choose the Uninstall AOL Connectivity Services option by clicking it, then click the OK button.
5. Click the Yes button.
6. Click the Restart button.
To uninstall ACS manually in Windows XP/2000/Me/98:
1. Open the Windows Control Panel.
- If using Windows XP, click the Start button, then click Control Panel.
- Is using Windows 2000/Me/98, click the Start button, select Settings, then click Control Panel.
2. Double-click the Add/Remove Programs or Add or Remove Programs icon.
3. Uninstall ACS:
- If AOL Uninstaller (Choose which Products to Remove) is listed, click AOL Uninstaller (Choose which Products to Remove) to highlight it, click the Add/Remove... or Change/Remove button, click the AOL Connectivity Services box to place a check mark in it, then click the Uninstall button.
- If AOL Connectivity Services is listed, click AOL Connectivity Services to highlight it, click the Add/Remove... or Change/Remove button, choose the Uninstall AOL Connectivity Services option by clicking it, then click the OK button.
4. Click the Yes button.
5. Click the Restart button.
Note: When you launch the AOL software, ACS files will be automatically reinstalled and the connection recreated.
Configure Remote Access Settings
Windows operating system contains Remote Access Service files that are required for the AOL software to connect you to the Internet. If these files aren't configured properly they can cause the issue you are experiencing.
To configure remote access settings via AOL® One-click Fixes:
1. Click the Start button, select Programs or All Programs, select AOL, then click AOL Computer Check-Up.
Notes:
- If using Windows® Vista™, you will be prompted to click the Continue button on the User Account Control window.
- If you have not installed AOL® Computer Check-Up, follow the instructions in the online help article entitled Install AOL® Computer Check-Up.
2. If prompted, sign in with your AOL® screen name and password.
3. Under Other Support Tools:, click the One-click Fixes link.
4. Click the Connectivity tab, next to Configure Remote Access Settings, click the Fix It For Me button.
5. Click the Continue button.
6. Click the Done button.
To manually configure the remote access settings on Windows Vista/XP:
1. Access the Services window.
- If using Windows Vista, click the Start button, type services.msc in the Start Search box, then tap the Enter key on the keyboard.
- If using Windows XP, click the Start button, click Run..., in the Open: box, type services.msc, then click the OK button.
3. On the General tab, click the Startup type: drop-down menu to open it, select Manual, click the Start button under Service status:, then click the OK button.
Notes:
- If the service is already started, the Start button will be inactive, and you will not be able to click it.
- If you receive an Error 5: Access Denied message, contact your OEM (manufacturer), or Microsoft®, or reference article Q329441 on the Microsoft® knowledge base.
- Do not close the Services window before proceeding to next step.
5. On the General tab, click the Startup type: drop-down menu to open it, select Manual, click the Start button under Service status:, then click the OK button.
Notes:
- If the service is already started the Start button will be inactive, and you will not be able to click it.
- If you receive an Error 5: Access Denied message, contact your OEM (manufacturer), or Microsoft, or reference article Q329441 on the Microsoft knowledge base.
- Do not close the Services window before proceeding to next step.
7. On the General tab, click the Startup type: drop-down menu to open it, select Manual, click the Start button under Service status:, then click the OK button.
Notes:
- If the service is already started the Start button will be inactive, and you will not be able to click it.
- If you receive an Error 5: Access Denied message, contact your OEM (manufacturer), or Microsoft, and reference article Q329441 on the Microsoft knowledge base.
Uninstall and Reinstall the AOL Software
Uninstalling the AOL software removes all damaged connectivity files that can't be repaired. Once uninstallation is complete, reinstalling a new copy of the AOL software is quick and easy.
Check out the online help article entitled Uninstall the AOL® Software to uninstall and reinstall the AOL software.