HP Customer Support - Knowledge Base







HP and Compaq PCs - AOL Dial-Up Internet Connection Problems

This document pertains to HP and Compaq desktop 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. To see if you have resolved the problem, try to connect to AOL after each step.

Step 1: Make sure the problem is internal

Before you begin the troubleshooting steps, be sure nothing outside of your computer is causing the problem.
  • Most connection problems occur at the modem, outside of the computer. Make sure your modem is functioning correctly.
    • Check the physical connections on your modem and router to make sure all cables are securely plugged in.
    • If you are not sure that your modem and all of its connections are functioning correctly, find out by using the following support document: Problems Connecting to the Internet; Dial-Up Modem Troubleshooting
    • Make sure the AOL service is not temporarily down by contacting AOL support (in English).
  • The problem could be with your Internet browser of choice. To test your browser, try accessing the Internet through a different browser than you currently use. Chrome, Internet Explorer, Safari, and Opera are all examples of Internet browsers. If you are able to access the Internet by using a different browser, there is a problem with the browser you were originally using.
  • Try restarting your computer and your external modem, if you have one.
  • Check your phone or fax for a dial tone. If there is no dial tone, the problem is likely with your phone provider. If there is a dial tone, the problem is likely with your computer, and you can continue to the next step.

Step 2: Add a new access number

Find access numbers at the AOL Access Numbers page (in English).
Based on the version of AOL Connectivity Service (ACS) you have downloaded, use the appropriate set of the following steps to download and use the latest dial-in access numbers from AOL.
If you are not sure which version of ACS you have downloaded, refer to the How Do I Determine the Version of AOL Connectivity Service I Have page.

Step 3: Verify your login information

Make sure you are typing the correct username and password. If you have forgotten your login information, visit the AOL help page Managing Your AOL Password (in English).

Step 4: Contact your Internet service provider (ISP)

If you are experiencing connectivity problems, there might be a disruption in your Internet service. Call your ISP to verify that your connection is functioning correctly.

Step 5: Test modem connectivity

Test your modem.
Skip this step if you have already used an Advanced Modem Troubleshooting support document to test for modem connectivity and the modem passed.

Step 6: Reset Windows with System Restore

If AOL has worked properly in the past, use Microsoft System Restore to reset Windows back to a previous date when AOL was working correctly. If the problem remains, continue to the next step.

Step 7: Contact AOL support

If the steps in this document failed to help, contact AOL support (in English) for more assistance.






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