TO DETERMINE AND RESOLVE THE ISSUE, PLEASE FOLLOW THE STEPS BELOW:
A. SYSTEM DIFFICULTIES
B. DETERMINE IF YOUR COMPUTERS MEETS THE MINIMUM REQUIREMENTS FOR AOL 7.0
C. CLEAR THE WEB BROWSER CACHE AND UNINSTALL THE AOL ADAPTER
D. DELETE THE TEMPORARY INTERNET FILES (WINDOWS 2000)
E. DISABLE NORTON ANTI-VIRUS AUTO PROTECT
F. CLOSE CONFLICTING SOFTWARE
G. AUTO DETECT THE MODEM
H. MANUALLY SET UP THE MODEM (WINDOWS 95/98/ME)
I. REPAIR MICROSOFT INTERNET EXPLORER
J. SEEK ADDITIONAL HELP

A. SYSTEM DIFFICULTIES
System difficulties may cause this issue. Thanks for your patience and 
support during times when your favorite features may temporarily be 
unavailable. Please try the feature again. If system difficulties persist, please reply. AOL will determine and resolve
the issue. If the service consistently displays a system response message, please visit
Keyword:SYSTEM RESPONSE For up to the minute AOL system information, please visit Keyword:
AOL UPDATE

B. DETERMINE IF YOUR COMPUTERS MEETS THE MINIMUM REQUIREMENTS FOR AOL 7.0
Computers that fail to meet the minimum system requirements for AOL 7.0 may experience this issue. Please determine if your computer meets the minimum
system requirements for AOL 7.0. TO DETERMINE IF YOUR COMPUTERS MEETS THE MINIMUM REQUIREMENTS FOR AOL 7.0,
PLEASE FOLLOW THE STEPS BELOW:
Click on START, select PROGRAMS, select AMERICA ONLINE, then click on AOL SYSTEM INFORMATION.
NOTE: Items highlighted in red on this window fail to meet the minimum system requirements for AOL 7.0. 

MINIMUM SYSTEM REQUIREMENTS FOR WINDOWS 95/98/ME:
- Pentium-class processor
- 16 megabytes (MB) of RAM
- Hard drive free space required for installation:
Windows 95 - 130 MB*
Windows 98/ME - 113 MB*
- VGA, SVGA or better display
- Display resolution set to 640 by 480, 256 colors or better (AOL 7.0 is
optimized for 800 by 600)
- 14.4 Kbps or faster modem or other means of an Internet connection
- Internet Explorer 5.0+
* Requires up to 230 MB of free space to install Internet Explorer 5.5 

MINIMUM SYSTEM REQUIREMENTS FOR WINDOWS 2000:
- Remote Access Services (RAS) Installed
- Pentium-class processor
- 64 megabytes (MB) of RAM
- Hard drive free space required for install: 108 MB *
- VGA, SVGA or better display
- Display resolution set to 640 by 480, 256 colors or better (AOL 7.0 is
optimized for 800 by 600)
- 14.4 Kbps or faster modem or other means of an Internet connection
- Internet Explorer 5.0+
* Requires up to 178 MB of free space to install Internet Explorer 5.5

MINIMUM SYSTEM REQUIREMENTS FOR WINDOWS XP:
- Pentium-class processor 
- 64 megabytes (MB) of RAM
- Hard drive free space required for install: 108 MB *
- VGA, SVGA or better display
- Display resolution set to 640 by 480, 256 colors or better (AOL 7.0 is
optimized for 800 by 600)
- 14.4 Kbps or faster modem or other means of an Internet connection
- Internet Explorer 6.0+
* Requires up to 178 MB of free space to install Internet Explorer 6.0

NOTE: AOL may occasionally update the minimum system requirements. To view
the latest information, please visit Keyword:UPGRADE

C. CLEAR THE WEB BROWSER CACHE AND UNINSTALL THE AOL ADAPTER
Damaged Web browser cache and/or a damaged AOL Adapter may cause this issue.
Please clear the Web browser cache and uninstall the AOL Adapter.
TO PURGE THE WEB BROWSER CACHE AND UNINSTALL THE AOL ADAPTER, PLEASE FOLLOW
THE STEPS BELOW:
1. CLEAR THE WEB BROWSER CACHE AND UNINSTALL THE AOL ADAPTER
2. MANUALLY DELETE THE WEB BROWSER CACHE
NOTE: If the AOL System Information tool is not present, or did not respond
properly, uninstall all copies of AOL and reinstall a fresh copy of the AOL
software. This will replace your AOL Adapter and AOL System Information tool.

1. CLEAR THE WEB BROWSER CACHE AND UNINSTALL THE AOL ADAPTER 
a Click on START, select PROGRAMS, select AMERICA ONLINE, then click on AOL
SYSTEM INFORMATION. The window will open, which will take a moment.
b. Click on the UTILITIES tab.
c. Click on CLEAR BROWSER CACHE until the Current Cache Size reads 0 KB, then
click on UNINSTALL AOL ADAPTER. America Online will update.
- If Windows displays the message, The AOL Adapter was successfully
uninstalled, click on OK.
- If Windows displays the message, The AOL Adapter has already been
uninstalled, click on OK. 
- If Windows prompts you to insert your Windows CD, click on OK, then click
on Cancel. 
- If Windows prompts you to restart the computer, click on YES, otherwise
continue to Step d. 
d. Click on CLOSE.
e. Click on START, then click on SHUT DOWN.
f. Select RESTART THE COMPUTER or RESTART, then click on YES or OK.

2. MANUALLY DELETE THE WEB BROWSER CACHE
NOTE: Follow these steps only if you were unable to clear the Web browser
cache with the AOL System Information utility.
a. Click on START, select SETTINGS, then click on CONTROL PANEL.
NOTE: In Windows XP, click on Start, then click on Control Panel.
b. Double-click on INTERNET OPTIONS.
c. Click on DELETE FILES in the Temporary Internet files area.
d. Check Delete all offline content, then click on OK.
e. Click on the X in the upper right corner to close the Internet Properties
window.
f. Click on the X in the upper right corner to close the Control Panel
window.g. Click on START, then click on SHUT DOWN.
h. Select RESTART THE COMPUTER or RESTART, then click on YES or OK. 
NOTE: After the computer restarts, start AOL as you would normally. Windows
may prompt you to restart several times. Click on Restart Now each time,
until AOL launches normally. The computer may restart several times to
rebuild the AOL Adapter files.

D. DELETE THE TEMPORARY INTERNET FILES (WINDOWS 2000)
The Temporary Internet Files may cause this issue. Please delete the
Temporary Internet Files.
TO DELETE THE TEMPORARY INTERNET FILES, PLEASE FOLLOW THE STEPS BELOW:
1. DELETE THE TEMPORARY INTERNET FILES
2. DELETE THE TEMPORARY INTERNET FILES MANUALLY

1. DELETE THE TEMPORARY INTERNET FILES
a. Click on START, select PROGRAMS, select AMERICA ONLINE, then click on AOL
SYSTEM INFORMATION. The AOL system information window will open. This will
take a moment as it gathers information about your computer. 
NOTE: If AOL System Information is not in the Start menu, click on Start,
then click on Run. Type aolsysinfo, then click on OK.
NOTE: If AOL System Information is not found using one of the above methods,
go to Section 2 to delete the Temporary Internet Files manually.
b. When the AOL System Information window is open, click on the UTILITIES
tab.c. Click on CLEAR BROWSER CACHE until the Current Cache Size reads 0 KB.
NOTE: The Clear Browser Cache button removes the Temporary Internet Files.
The Current Cache Size may take several minutes to drop to 0 KB. You may have
to click on Clear Browser Cache several times. If the Current Cache Size does
not drop to 0 KB within several minutes, or if AOL System Information is
listed as Not Responding in the task list, please end task on the AOL System
information tool, then go to Section 2 and follow the steps there to manually
remove the Temporary Internet Files.
NOTE: If you are prompted to insert your Windows CD, click on OK, then click
on Cancel.
d. Click on CLOSE.

2. DELETE THE TEMPORARY INTERNET FILES MANUALLY
a. Click on START, select SETTINGS, then click on CONTROL PANEL.
b. Double-click on INTERNET or INTERNET OPTIONS.
c. In the Temporary Internet Files area, click on DELETE FILES.
d. Check Delete all offline content, then click on OK.
NOTE: If you receive an error message or the computer cannot remove the
files, please contact your computer manufacturer or Microsoft for further
assistance.
e. In the History area, click on CLEAR HISTORY.
f. Click on OK. The History files will be removed. This may take a moment.
g. Click on OK to close the Internet Properties window.
h. Click on the X to close the Control Panel window.
E. DISABLE NORTON ANTI-VIRUS AUTO PROTECT
The Norton Anti-Virus Auto Protect feature may conflict with downloading
files from the Internet. Please disable Norton Anti-Virus Auto Protect
DISABLE NORTON ANTI-VIRUS AUTO PROTECT, PLEASE FOLLOW THE STEPS BELOW:
Right-click on the Norton Anti-Virus icon on the Windows Taskbar, then click
on DISABLE AUTO PROTECT.
NOTE: You should see a red X over the Norton Anti-Virus icon.
F. CLOSE CONFLICTING SOFTWARE
There may be other programs running that conflict with AOL, or use the
resources AOL needs to run. Please free system resources by closing other
programs.
NOTE: These steps will close other programs until you restart your computer.
To keep programs from starting when you restart your computer, please contact
your computer manufacturer.

TO CLOSE CONFLICTING SOFTWARE, PLEASE FOLLOW THE STEPS BELOW:
1. CLOSE PROGRAMS IN WINDOWS 95/98/ME
2. CLOSE PROGRAMS IN WINDOWS 2000/XP

1. CLOSE PROGRAMS IN WINDOWS 95/98/ME
a. Hold down the CTRL and ALT keys on your keyboard, then tap the DELETE key
once. The Close Program window will open.
b. Select a Program other than Explorer or SysTray, then click on END TASK.
The Close Program window will close automatically.
NOTE: If you receive a message that a program is not responding, click on End
Task.
c. Repeat the steps above until the only programs in the Close Program window
are Explorer and SysTray, then click on CANCEL to close the Close Program
window.

2. CLOSE PROGRAMS IN WINDOWS 2000/XP
a. Right-click on the Windows TASK BAR, then click on TASK MANAGER.
b. Select a Program then click on END TASK. The program will disappear from
the list.
NOTE: If you receive a message that a program is not responding, click on End
Task.
c. Repeat the steps above until no program is listed, then click on the X in
the upper right corner to close the Task Manager window.
NOTE: After closing other programs, please try AOL again.

G. AUTO DETECT THE MODEM
The AOL Auto Detect feature accurately determines most modem makes and
models. Please Auto Detect the modem.

TO AUTO DETECT THE MODEM, PLEASE FOLLOW THE STEPS BELOW:
1. AUTO DETECT THE MODEM
2. REASSIGN THE CONNECTION DEVICE
NOTE: Please start AOL. Do not sign on.

1. AUTO DETECT THE MODEM
a .Click on SETUP on the AOL Sign On window.
b. Click on EXPERT SETUP.
c. Click on the DEVICES (MODEMS, ETC.) tab.
d. Select the Modem, then click on DELETE.
e. Click on YES to delete the modem.
f. Click on YES to automatically assign a connection device.
NOTE: Please delete all modems listed. You do not need to delete TCP/IP
connections.
g. Click on AUTODETECT. AOL will search for a way for you to connect.
h. After AOL detects your modem, click on NEXT.
NOTE: If AOL fails to detect a modem (you are asked to confirm a TCP/IP
connection), click on Cancel, then click on Yes, then follow the steps below.
i. Click on YES to change the device for all numbers and return to the Sign
On window.
NOTE: If AOL does not prompt you to change the device for all numbers, follow
the steps below to reassign the connection device.

2. REASSIGN THE CONNECTION DEVICE
a .Click on SETUP on the AOL Sign On window.
b. Click on EXPERT SETUP.
c. Click on the DEVICES (MODEMS, ETC.) tab.
d. Select the Modem, then click on SET DEFAULT.
e. Click on YES to change the device for all numbers.
f. Click on the LOCATIONS tab.
g. Select the first Access Number, then click on EDIT.
h. Confirm the Connect using box lists your modem, then click OK.
i. Repeat the steps above to reassign all the access numbers listed.
NOTE: You do not need to reassign TCP/IP connections.
j. Click on CLOSE to return the Sign On screen.
H. MANUALLY SET UP THE MODEM (WINDOWS 95/98/ME)
Manually setting up the modem may resolve the issue.
NOTE: Manually setting up the modem is not an option in Windows 2000 and
Windows XP.

TO MANUALLY SET UP THE MODEM, PLEASE FOLLOW THE STEPS BELOW:
1. Click on START, select PROGRAMS, select AMERICA ONLINE, then click on AOL
SYSTEM INFORMATION. The AOL System Information window will open, which may
take a moment. 
2. Click on the MODEM tab.
3. Select the COM Port that that lists the modem, then click on MORE INFO.
4. Note the modem model and the COM port, then click on CLOSE.
5. Click on START, select PROGRAMS, select AMERICA ONLINE, then click on
AMERICA ONLINE 7.0.
6. Click on SETUP on the AOL Sign On window.
7. Click on EXPERT SETUP.
8. Click on the DEVICES (MODEMS, ETC.) tab.
9. Select the Modem, then click on EDIT.
10. Select the modem from the Modem box that most closely matches the
information from AOL System Information, select the correct COM Port in the
Connected to port box, select the modem's Speed in the Port speed box, then
click on OK.
NOTE: If AOL originally listed the modem as Rockwell (WinRPI), Rockwell
(WinRPI+), WinRPI Modem, or WinRPI+ Modem, select WinRPI/WinRPI+ (No Error
Correction@9600), and select 9600 for the Port Speed. This will increase the
reliability of the connection for these modems.
If the Modem box does not list your modem, select UMC (Generic) V.32 bis.
11. Click on CLOSE to return to the Sign On window.

I. REPAIR MICROSOFT INTERNET EXPLORER
Damaged Web browser files may cause this issue. Please repair Microsoft
Internet Explorer.

TO REPAIR MICROSOFT INTERNET EXPLORER, PLEASE FOLLOW THE STEPS BELOW:
1. CHECK THE VERSION OF INTERNET EXPLORER
2. REPAIR MICROSOFT INTERNET EXPLORER 5.X (MSIE)
3. UPGRADE TO MSIE 5.5
4. REPAIR MICROSOFT INTERNET EXPLORER 6.X (MSIE)

1. CHECK THE VERSION OF INTERNET EXPLORER
a. Click on START, select PROGRAMS, select AMERICA ONLINE, then click on AOL
SYSTEM INFORMATION. The window will open, which will take a moment.
b. Note the Browser Version, then click on CLOSE.

2. REPAIR MICROSOFT INTERNET EXPLORER 5.X (MSIE)
a. Click on START, select SETTINGS, then click on CONTROL PANEL.
b. Double-click on ADD/REMOVE PROGRAMS.
c. Select MICROSOFT INTERNET EXPLORER 5 AND INTERNET TOOLS, then click on
CHANGE OR REMOVE or ADD/REMOVE.
NOTE: If the window does not list Microsoft Internet Explorer 5 and Internet
Tools, click on the X in the upper right corner to close the Add/Remove
Programs and Control Panel windows. Please follow the instructions to upgrade
to MSIE 5.5. 
d. Select REPAIR INTERNET EXPLORER, then click on OK.
e. Click on YES. The repair will run, then Windows will prompt you to restart
your computer.
NOTE: If you receive any error message while running the repair, please
contact the computer manufacturer or Microsoft for further assistance. Please
refer to the documentation that came with the computer for contact information.

3. UPGRADE TO MSIE 5.5
NOTE: If you are using Internet Explorer 5.5 SP1, 5.5 SP2, or Internet
Explorer 6.x, do not download the Web browser from Keyword: BROWSER. Damage
to the operating system or Internet Explorer may result.
a. Sign on to AOL as you would normally. 
b. Click on the KEYWORD button on the AOL toolbar.
c. In the Keyword box, type BROWSER  then click on GO.
d. Click on UPGRADE.
e. Note the approximate download time, then click on DOWNLOAD NOW. 
NOTE: The file SWSETUP.EXE will download and install automatically. When the
download is complete, AOL will close automatically. During the installation,
when you are prompted to restart your computer, click on OK.

4. REPAIR MICROSOFT INTERNET EXPLORER 6.X (MSIE)
a. Click on START, select SETTINGS, then click on CONTROL PANEL.
b. Double-click on ADD/REMOVE PROGRAMS.
c. Select MICROSOFT INTERNET EXPLORER 6, then click on CHANGE/REMOVE or ADD/REMOVE.
NOTE: If the window does not list Microsoft Internet Explorer 6 and Internet
Tools, click on the X in the upper right corner to close the Add/Remove
Programs and Control Panel windows. Please contact the computer manufacturer
or Microsoft for further assistance. Please refer to the documentation that
came with the computer for contact information.

WARNING: If you are already using Internet Explorer 6.x, do not attempt to
install the Internet Explorer 5.x Web browser from Keyword: BROWSER. Damage
to the operating system may result.
d. Select REPAIR INTERNET EXPLORER, then click on OK.
e. Click on YES. The repair will run, then you will be prompted to restart your computer. 
NOTE: If you receive any error message while running the repair, please
contact the computer manufacturer or Microsoft for further assistance. Please
refer to the documentation that came with the computer for contact information.

J. SEEK ADDITIONAL HELP
If you need more information to resolve the issue, please seek additional help.

TO CONTACT AOL BY TELEPHONE, PLEASE CALL THE APPROPRIATE NUMBER BELOW:
Please call: 1-888-346-3704

For a TTY equipped number, please call: 1-800-759-3323

An AOL Customer Care Consultant will walk with you with step-by-step
assistance in order to find a quick resolution to the issue. The call is free.

I would like to take this opportunity to thank you for your time, patience
and continued support. Please feel free to write back if you have any further
inquiries, suggestions or comments regarding America Online Services.

Gibbs C.
Customer Care Consultant The TechMail Department America Online, Inc.