AOL Help-Problems accessing AOL® Mail on the Web.

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

You may not be able to access AOL® Mail on the Web for any one of the several reasons. After trying the first solution, check to see if you can access AOL Mail on the Web. If you are still unable to access AOL Mail on the Web, continue using the suggested solutions until the problem is fixed.

Note: AOL Mail on the Web is not designed for dial-up connections. AOL members attempting to access AOL Mail on the Web through a dial-up connection either with the AOL® client or a third-party dial-up connection may encounter difficulties connecting with and using the AOL® Mail on the Web site. AOL Mail on the Web should not be used in concurrence with the AOL client, either inside the client software or in another browser window while the client software is launched.

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 cache and cookies, then reset all the settings in Internet options
Clear cache and cookies In Mozilla Firefox® and Netscape® browser 8.1
Restart your computer and close running programs
Allow friendly URLs
Disable pop-up blocking software
Check if java™ applet scripting and cookies are enabled in Internet options
Log out, then log back in to AOL Mail on the Web (AOL.com® or AIM.com®)
Use an alternate browser
Access with another computer

Clear cache and cookies, then reset all the settings in Internet options

Whenever you visit certain Web sites, they will store what is known as temporary Internet files and cookies on your computer to identify that Web site. Sometimes these temporary Internet files and cookies can cause the issue you are experiencing. Similarly your History list can also be a concern. The more days you have specified for pages to be saved on your history list, the more disk space is used on your computer. You can free up disk space by clearing this list. You can do this manually or you can use the one-click fix.

To clear Internet Explorer® cache and set cache size 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® E-mail address and password.
3. Under Other Support Tools:, click the One-click Fixes link.

4. On the Most Common tab, next to Clear IE Cache and Set Cache Size, click the Fix It For Me button.

5. Click the Continue button.
6. Click the Done button.

To manually clear cache, cookies and history, then reset all settings for Internet Explorer® 7.0:
1. Close any Internet browser windows that may be open on your computer.
2. Click the Start button, select All Programs, then click Internet Explorer.
3. In the upper right, click the Tools menu, then click Internet Options.
4. On the General tab, under the Browsing history section, click the Delete button.
5. Under the Temporary Internet Files section, click the Delete files button to clear the cache.
6. Click the Yes button to confirm.
7. Under the Cookies section, click the Delete cookies button, to clear cookies.
8. Click the Yes button to confirm.
9. Under the History section, click the Delete history button to clear history.
10. Click the Yes button to confirm.
11. In the lower right, click the Close button to close the Delete Browsing History window.
12. Click the Security tab, then click the Default level button.
13. Click the Advanced tab, click the Reset button.
14. Click the Reset button.
15. Click the Close button.
16. Click the OK button.
17. Click the Connections tab.
18. Click the LAN settings button.
19. Under the Proxy server section, click the Use a proxy server for your LAN (These settings will not apply to dial-up or VPN connections). box to clear it, then click the OK button.
20. Under the Dial-up and Virtual Private Network settings section, choose the Never dial a connection option by clicking it, then click the OK button.

To manually clear cache, cookies and history, then reset all settings for Internet Explorer® 6.0:
1. Close any Internet browser windows that may be open on your computer.
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, under the Temporary Internet files section, click the Delete Files button to clear cache.
5. Click the Delete all offline content box to place a check mark in it, then click the OK button to confirm.
6. Under the Temporary Internet files section, click the Delete Cookies button to clear cookies.
7. Click the OK button to confirm.
8. Under the History section, click the Clear History button to clear history.
9. Click the Yes button for confirmation.
10. Click the Programs tab, then click the Reset Web Settings button.
11. Click the Yes button, then click the OK button.
12. Click the Connections tab.
13. Click the LAN Settings button.
14. Under the Proxy server section, click the Use a proxy server for your LAN (These settings will not apply to dial-up or VPN connections). box to clear it, then click the OK button.
15. Under the Dial-up and Virtual Private Network settings section, choose the Never dial a connection option by clicking it, then click the OK button.

Clear cache and cookies In Mozilla Firefox and Netscape browser 8.1

If you use Firefox or Netscape Browser 8.1 use these steps to clear your temporary files.

To clear the cache and cookies in Firefox:
1. Click the Start button, select Programs or All Programs, select Mozilla Firefox, then click the Mozilla Firefox icon.
2. In the toolbar, click the Tools menu, then click Clear Private Data.
3. Click the Cache and Cookies boxes to place check marks in them, ensure the other options do not have any check marks in them by clicking them, then click the Clear Private Data Now button.

To clear the cache and cookies in Netscape® Navigator above 9.0:
1. Click the Start button, select Programs or All Programs, select Netscape Navigator, then click the Netscape Navigator icon.
2. In the toolbar, click the Tools menu, then click Clear Private Data.
3. Click the Cache and Cookies boxes to place check marks in them, ensure the other options do not have any check marks in them by clicking them, then click the Clear Private Data Now button.

To clear the cache and cookies in Netscape below 9.0:
1. Click the Start button, select Programs or All Programs, select Netscape, then click Netscape Browser.
2. On the toolbar, click the Tools menu, then click Options.
3. Click the Privacy button.
4. In the Cache section click the Clear button.
5. Click the OK button.
6. In the Cookies section click the Clear button.
7. Click the OK button.
8. Click the OK button to close out the Options window.

Restart your computer and close other programs

Other programs running on your computer may conflict with your attempt to access your mailbox.

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.

2. 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 X button to return to the desktop.

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.

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.

Allow friendly URLs

If you are using a firewall, allow the following friendly URL's: (*.aol.com, *.aim.com, registration.aol.com, webmail.aol.com, and mail.aol.com). For additional support configuring third party firewalls, please contact the firewall manufacturer.

Disable pop-up blocking software

In order to address this issue, please disable your pop-up blocking software. Alternatively, you could add a Web site such as AOL.com to the "white list" of domains accepted by your pop-up blocker software. If you are unsure how to disable your pop-up blocking software or add a domain to the "white list", please contact the vendor of your pop-up blocking software for assistance or simply reference the Help guide included with your software.

Note: Most pop-up blockers also allow you to hold down the Shift key as you click Web site links. This disables pop-up blocking on a one-time basis.

Check if java applet scripting and cookies are enabled in Internet options

To enable Java™ and cookies:
1. Click the Start button, click Programs or All Programs, then click Internet Explorer.
2. Click the Tools menu, then click Internet Options.
3. Click the Security tab.
4. Click the Internet icon, then click the Custom Level button.
5. Scroll down to the Scripting section, under Active scripting, choose the Enable option by clicking it.
6. Under Scripting of Java applets section, choose the Enable option by clicking it.
7. Click the OK button.
6. Click the Privacy tab.
8. Click the Advanced button.
9. Click the Override automatic cookie handling box to place a check mark in it, click the two Accept options by clicking them, then click the OK button.
10. Click the OK button.

Log out, then log back in to AOL Mail on the Web (AOL.com or AIM.com)

If mail cannot be retrieved from AOL Mail on the Web, logging out of AOL Mail on the Web and logging back in will usually correct the issue.

To log out and log back into AOL Mail on the Web:
1. At the upper-left corner of the window, click the Sign Out link to log out of AOL Mail on the Web.
2. Click the Mail link.
3. In the E-mail address: box, type your AOL® E-mail address or AIM® E-mail address.

Note: Log in using the E-mail address you wish to read mail from.

4. In the Password: box, type your password, then click the Sign In button to sign on to AOL Mail on the Web.

Use an alternate browser

Try to access your AOL mail on the web using a different browser like the Mozilla Firefox® that you can download for free at http://www.mozilla.com/. Click the Download Firefox - Free button, then follow the onscreen instructions.

Access with another computer

Try to access your AOL mail on the web using a different computer (ideally at different location).