There are several ways to start an IM conversation:

• On the lower left of the Buddy List® window, click the IM button.
• Double-click a buddy's name in your buddy list.
• Highlight a buddy's name in the Buddy List window, then click the IM button.
• On the keyboard, hold down the Alt key, then tap the I key.

Back to FAQs

Switch to Another Conversation or See More IM Conversations

To view the desired conversation in the display window, click the tab with the corresponding email address. When you have more than 12 conversations open, click the scroll arrows at the top or bottom of the tabbed list of email addresss, to scroll up or down.

Back to FAQs

Display an IM Conversation in a Separate IM Window

To view each IM conversation in a separate window, click the conversation you want to separate from the group, click the View menu, then click Tear Off IM .
Note: You can also right-click the conversation you wish to separate from the group, then click Tear Off .

Back to FAQs

Regroup IMs

1. Click the IM conversation you wish to regroup.
2. Click the View menu, then click Regroup .

Back to FAQs

Close the Current IM Conversation or All Grouped IMs and the Grouped IM Window

Click the tab with the email address you wish to end the IM conversation with, then click the X in the tabbed area. To close the grouped IMs, click the X in the upper right of the IM window.

Back to FAQs

Disable the Grouped IMs Feature

1. Click the Edit menu, then click Settings .
Note: You can also tap the F7 key on the keyboard.
2. Click the General IM tab.
3. Click the Use Grouped IMs to Display my IMs box to clear it.
4. Click the Save button.

Back to FAQs

Installation Options for the AOL® Instant Messenger Software

There are optional components that can be installed in conjunction with the AOL® Instant Messenger software.

During installation of the AOL® Instant Messenger software, you will be presented several options to customize the software to your needs. The options offered to be setup on your computer are:

• Make AOL® Instant Messenger Today my Home Page

Back to Top

The Instant Message feature allows you to have immediate, private conversations in real time with AOL® Instant Messenger who are online at the same time you are. Some communication features require extra components for your computer.

Instant Messages With the AOL® Instant Messenger Software

To start an instant message communication with the AOL® Instant Messenger software
1. Click the IM icon.
2. In the To: box, type the email address of the person to whom you want to send the message.

Note: If the person you want to send an Instant Message to is already in your buddy list, double-click the email address.

3. Type your message in the text entry area, then click the Send button.

Back to Top

Communication With the AOL® Instant Messenger Software

Once an AOL® Instant Messenger session has been opened, you can switch to a talk session, video session, or exchange files by selecting the appropriate named tab. From the IM window you can also send text messages to a mobile phone number or start a talk session.

To exchange files, or start a talk or video session, simply click the appropriate button to start the communication feature you wish to use.

Note: Voice chat requires a microphone and speakers. Live Video requires a microphone, speakers, and a Webcam. If your buddy is missing any of these items, you will not be able to use either the voice chat or Live Video features with them.

Back to Top

Link a email address

If you want to have multiple email addresss signed on to receive instant messages during the same AOL® Instant Messenger session, you can link the email addresss.

To link a email address:
1. Sign in to the AOL® Instant Messenger software.
2. On the Buddy List® window, click the Edit menu, then click Settings... .
3. On the left side of the Settings window, click the Buddy List tab.
4. Under Linked email address: , click the Manage Linked email address link.
5. Follow the onscreen instructions to link the email addresss.
6. Sign out of the AOL® Instant Messenger software, then sign back in to activate the linked email address. All linked email addresss will now be available to use in your IM session.

Back to Top

Unlink a email address

If you no longer want a email address linked to the same instant message session, you can unlink it.

To unlink a email address:
1. Sign in to the AOL® Instant Messenger software.
2. On the Buddy List window, click the Edit menu, then click Settings... .
3. On the left side of the Settings window, click the Buddy List tab.
4. Under Linked email address: , click the Manage Linked email address link.
5. Follow the onscreen instructions to link the email addresss.
6. Sign out of the AOL® Instant Messenger software, then sign back in with your email address to deactivate the linked email address.

Back to Top

Make Linked email address Invisible When I Sign In

You can display the Buddy Lists of all your linked email addresss, but hide the linked email addresss as though they are not online. Any of your linked email addresss can be made invisible, with the exception of the primary email address you use to sign in to your AOL® Instant Messenger connection.

To make linked email addresss invisible:
1. Sign in to the AOL® Instant Messenger software.
2. On the Buddy List window, click the Edit menu, then click Settings... .
3. On the left side of the Settings window, click the Sign In / Sign Out tab.
4. Click the Set all linked accounts to invisible when I sign in box to place a check mark in it, then click the Save button.

Back to Top

To arrange all the names in a group alphabetically:

Right click the mouse on any group title, then select Arrange Alphabetically , this new buddy order will now be saved. You can still add and move the names, and re-select the Arrange Alphabetically option at any time.

Listing your Buddy List® Alphabetically

This feature can not be used for your Recent Buddies list or your Offline Buddies list at this time.

To view all Buddy Names alphabetically:
1. On the Buddy List window, click the View Menu.
2. Select Sort Menu By , then click Alphabetically .

This removes your groups and lists all your buddies in alphabetical order.

This setting will apply to your Recent Buddies list, but not Offline Buddies list.

Back to Top

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.

Solutions

• Close and Relaunch the AOL® Instant Messenger Software
• Shut Down and Restart Your PC, Reconnect to the Internet, Then Relaunch the AOL® Instant Messenger Software

Close and Relaunch the AOL® Instant Messenger Software

To close and relaunch the AOL® Instant Messenger software:
1. On the AOL® Instant Messenger Buddy List window, click the AOL® Instant Messenger menu, then click Exit AOL® Instant Messenger .
2. On the Windows® desktop, double-click the AOL® Messenger icon to launch the software.

To close and relaunch the AOL® Instant Messenger software:
1. On the AOL® Instant Messenger window, click the File menu, then click Exit AOL® Instant Messenger .
2. On the Windows® desktop, double-click the AOL® Messenger icon to launch the software.

Back to Top

Shut Down and Restart Your PC, Reconnect to the Internet, Then Relaunch the AOL® Instant Messenger Software

To shut down and restart your PC, reconnect to the Internet, and relaunch the AOL® Instant Messenger software:
1. Close all applications.
2. Shut down and restart your PC.

• If using Windows® XP, click the Start button, then click Turn Off Computer or Shut Down... . Click to select the Restart option, then click the OK button (if necessary).
• If using Windows® 2000, click the Start button, then click Shut Down... . Click to select the Restart option, then click the OK button.

3. If your PC does not automatically connect to the Internet on start up, connect to the Internet in the usual way.

Back to Top

Close the AOL® Instant Messenger Software, Wait 5 to 10 Minutes, Then Try Again

Most service interruptions are of short duration and will only last a few minutes.

To close the AOL® Instant Messenger software and try again:
1. Close the AOL® Instant Messenger software.

• If using the AOL® Instant Messenger 6.0 software, on the AOL® Messenger Buddy List® window, click the AOL® Messenger menu, then click Exit AOL® Instant Messenger .
• If using the AOL® Instant Messenger software, on the AOL® Instant Messenger Buddy List® window, click the File menu, then click Exit AOL® Instant Messenger .

2. Wait 5 to 10 minutes.
3. Launch the AOL® Instant Messenger software.

• If using the AOL® Instant Messenger 6.0 software, click the Start button, select Programs or All Programs , select AOL® Instant Messenger , then click AOL® Instant Messenger 6.0.
• If using the AOL® Instant Messenger software, click the Start button, select Programs or All Programs , select AOL® Instant Messenger , then click AOL® Instant Messenger .

Back to Top

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

• Close, Then Re-launch the AOL® Instant Messenger Software
• Power Cycle the Modem
• Contact Your ISP

Close, Then Re-launch the AOL® Messenger Software

Difficulties maintaining a connection to the AOL® Instant Messenger service can many times be resolved by restarting the AOL® Instant Messenger software.

To close and re-launch the AOL® Instant Messenger software:
1. Close the AOL® Instant Messenger software.

• If using the most current version of the AOL® Instant Messenger software, on the AOL® Instant Messenger Buddy List® window, click the AOL® Instant Messenger menu, then click Exit AOL® Instant Messenger .
• If using the AOL® Instant Messenger software, on the AOL® Instant Messenger Buddy List ® window, click the File menu, then click Exit AOL® Instant Messenger.

2. Launch the AOL® Instant Messenger software.

• If using the most current version of the AOL® Instant Messenger software, click the Start button, select Programs or All Programs , select AOL® Instant Messenger , then click AOL® Instant Messenger .
• If using the AOL® Instant Messenger software, click the Start button, select Programs or All Programs , select AOL® Instant Messenger , then click AOL® Instant Messenger .

3. Type your password (if necessary), then click the Sign In button.
4. Continue using the AOL® Instant Messenger service.

Back to Top

Power Cycle the Modem

Power cycling the modem forces the modem and computer to re-establish connections and resets many errors in the modem that may have developed through normal use.

• If using Windows XP, click the Start button, then click Turn Off Computer or Shut Down . Choose the Shut Down option, then click the OK button (if necessary).
• If using Windows 2000, click the Start button, then click Shut Down . Choose the Shut Down option, then click the OK button.

2. Once the computer is shut down, power cycle the modem.

• If using an internal modem, wait 1 minute, then restart the computer.
• If using an external modem or a high-speed connection, unplug the power cord to the modem. Wait 1 minute, then plug the power cord back into the modem. Wait until all lights on the modem ( Cable , DSL , or Ready ) stabilize and come on, then restart the computer.

Back to Top

Contact Your ISP

If you are continuing to have difficulties maintaining your connection to the AOL® Instant Messenger service please contact your ISP to determine if the issue is on your computer, or in your Internet connection.

Back to Top

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.

Solutions

• Close and Re-launch the AOL® Instant Messenger Software

Close and Re-launch the AOL® Messenger Software

Closing and Re-launching the AOL® Instant Messenger Software may resolve this issue by refreshing the service.

To Close and Re-launch the AOL® Instant Messenger Software:
1. Click the AOL® Instant Messenger menu, then click Exit AOL® Instant Messenger .
2. Double-click the AOL® Instant Messenger icon.
3. Click the email address: drop-down menu to open it, click your email address to select it.
4. In the Password : box, type your password.
5. Click the Sign In button.

Back to Top

The integration also provides an easy way for AOL® Instant Messenger users to keep their address books up-to-date, and provide up-to-date address information to other Plaxo users.

Access the Universal Address Book (Plaxo) in the AOL® Instant Messenger Software

The Universal Address Book in the AOL® Instant Messenger software is administered with Plaxo. Several options exist in AOL® Instant Messenger to use the features associated with the Universal Address Book.

To access the Universal Address Book in the AOL® Instant Messenger software:
1. On the AOL® Instant Messenger Buddy List® window, click the Edit menu, then click Import Contacts... .
2. Click the boxes next to each service whose buddies you would like to import to place a check mark in them.

Note: You must provide your ID and password to import information from other services. This information is for this purpose only and will not be saved.

3. Follow the onscreen instructions. If you choose to activate your Universal Address Card, you are shown all of your contacts who also have their Universal Address Cards created.

For more information on Plaxo, visit their Web site at http://www.plaxo.com/ .

Back to Top

You may not be able to connect to the AOL® Instant Messenger service, and may be receiving the message IM-0010 "Sign on failed. Try again" because the AOL® Instant Messenger software needs to be refreshed.

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.

Solutions

• Close and Re-launch the AOL® Instant Messenger Software

Close and Re-launch the AOL® Messenger Software

Closing and Re-launching the AOL® Instant Messenger Software may resolve this issue by refreshing the service.

To Close and Re-launch the AOL® Instant Messenger Software:
1. Click the AOL® Instant Messenger menu, then click Exit AOL® Instant Messenger .
2. Double-click the AOL® Instant Messenger icon.
3. Click the email address: drop-down menu to open it, click your email address to select it.
4. In the Password : box, type your password.
5. Click the Sign In button.

Back to Top

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.

Download and Install the Latest Version of the AOL® Instant Messenger Software

Upgrading your AOL® Instant Messenger software will resolve this issue in AOL® Instant Messenger

To download and install the latest version of the AOL® Instant Messenger software:
1. Go to http://aim.aol.com.au/
2. Click the Download Now button.
3. Click the Save button.
4. Click the Save in: drop-down menu, then click Desktop to select it.
5. Click the Save button.
6. Double-click the AOL®DNLD.exe icon on your desktop, then follow the onscreen instructions to install the AOL® Messenger software.

Back to Top

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.

Unblock the Affected email address

Some features of the AOL® Instant Messenger messaging service require that the recipient not be blocked in order to use them.

To unblock a email address in AOL® Instant Messenger:
1. Sign on to the AOL® Instant Messenger software, click the Edit menu, then click Settings... .
2. Click the Privacy tab.
3. Under Block List: , click the email address you wish to unblock, then click the Remove link.
4. Click the Save button.
5. Try to use the AOL® Instant Messenger feature again.

To unblock a email address in AOL® Instant Messenger:
1. On the Buddy List ® window, click the Edit menu, then click Settings... .
2. In the Settings - Buddy List window, click the Privacy tab.
3. Under Block List , click the email address you wish to unblock, then click the Remove link.
4. Click the Save button.
5. Try to use the AOL® Instant Messenger feature again.

Back to Top

To check which features a buddy's AOL® Instant Messenger software supports:

• On the Buddy List, hover the mouse pointer over your buddy's email address, then note which features are listed under Capabilities: .
• On the Buddy List, double-click your buddy's email address, then note which features are listed under Capabilities: .

Your buddy will need to upgrade their version of the AOL® Messenger software in order to participate in any of the enhanced features.

Ask the Master Account holder to check the Parental Control settings for your email address at AOL® Keyword: Parental Controls .

When trying to initiate a buddy chat, video chat, voice chat, or file transfer with a buddy who is rejecting your request, you may receive the message, "IM-0205 [email address] rejected your request".

Try Again Later, or Send an E-mail to Their E-mail Address

This message usually means the buddy you are trying to Instant Message (IM) is not accepting messages at this time. Please try again at a later time to send them an IM, or send them an E-mail.

You may receive the message "IM-0261 [email address] is unavailable" because you are trying to initiate a buddy chat, video chat, voice chat, or file transfer with a buddy who is not currently accepting messages from you. Ask your buddy to unblock you.

Unblock a email address

Unblocking a email address is fairly easy.

To unblock a email address in the AOL® Instant Messenger Software:
1. On the AOL® Instant Messenger Buddy List® window, click the Edit menu, then click Settings... .
2. Click the Privacy tab.
3. Under Block List: , click the desired email address, to highlight it, then click the Remove link.
4. Click the General IM tab.
5. Under Buddy Chat , click the Block incoming Buddy Chat invitation s box to clear it.
6. Click the Save button.

You may receive the message "[email address] already exists in Group [Name] in Buddy List (IM-0301) " when trying to add a email address to a group.

This message usually occurs when trying to add the same email address to a group more than once. You can add the same email address to more than one group, but you cannot add the same email address to the same group more than once.

You may receive the message "Group Name already exists in Buddy List" when trying to add a group with the same name as an existing group in your Buddy List. Group names can be similar, but they must be unique.

You may receive the message "You cannot add any more buddies" because you have reached the maximum number of Buddy names allowed on your Buddy List. If you want to add a new Buddy, you must delete an existing Buddy before adding a new one.

Delete, Then Add a Buddy

Deleting a buddy would allow you to add another buddy to your list.

To delete then add a buddy in the most current version of the AOL® Messenger Software:
1. On the Buddy List window, right-click the email address you would like to delete, then click Delete Selection .
2. Click the Yes button.
3. In the AOL® Instant Messenger Buddy List window, click the Edit menu, then click Add Buddy... .
4. On the New Buddy window, in the email address: , box, type the AOL® email address or the AOL® Instant Messenger email address of the buddy you wish to add.
5. Click the Buddy Group: drop-down menu, click the group you wish to add the buddy to.
6. Click the Save button. Your new buddy will display in your Buddy List.

To delete then add a buddy in AOL® Instant Messenger:
1. On the Buddy List window, right-click the email address you would like to delete, then click Delete.
2. Click the Yes button.
3. In the AOL® Instant Messenger Buddy List window, click the Edit menu, then click Add Buddy... .
4. On the New Buddy window, in the email address: , box, type the AOL® email address or the AOL® Instant Messenger email address of the buddy you wish to add.
5. Click the Buddy Group: drop-down menu, click the group you wish to add the buddy to.
6. Click the Save button. Your new buddy will display in your Buddy List.

This article is to assist you with adding your Internet friends to your AOL® Instant Messenger Buddy List® if they use the AOL® or the AOL® Messenger service.

Add Your Internet Friends to Your Buddy List

To add your Internet friends to your Buddy List® window, they must register with the AOL® Instant Messenger service. During registration, they will create an AOL® Instant Messenger email address you can add to your Buddy List window.

To add your friends to your Buddy List:
1. Log in to the AOL® Instant Messenger service.
2. In the AOL® Instant Messenger Buddy List window, click the Edit menu, then click Add Buddy... .
3. On the New Buddy window, in the email address: box, type the AOL® or the AOL® Messenger email address of the buddy you wish to add.
4. Click the Buddy Group: drop-down menu to open it, then click the group you wish to add the buddy to.
5. Click the Save button. Your new buddy will display in your Buddy List.

Back to Top

You may receive the message "You cannot add any more groups" because you have reached the maximum number of Group names. If you want to add a new Group, you must delete an existing Group name before adding a new one.

You can edit the properties of a Group by right clicking on the Group name. From here you have the options to edit and delete groups.

You may receive the message "[email address] could not be added to your Buddy List" because you have reached the maximum number of Buddy List names in a Group. If you want to add a new Buddy to the Group, you must delete an existing Buddy from this Group before adding a new one.

Delete, Then Add a Buddy

Deleting a buddy would allow you to add another buddy to your list.

To delete then add a buddy in the most current AOL® Instant Messenger Software:
1. On the Buddy List window, right-click the email address you would like to delete, then click Delete Selection .
2. Click the Yes button.
3. In the AOL® Instant Messenger Buddy List window, click the Edit menu, then click Add Buddy... .
4. On the New Buddy window, in the email address: , box, type the AOL® email address or the AOL® Instant Messenger email address of the buddy you wish to add.
5. Click the Buddy Group: drop-down menu, click the group you wish to add the buddy to.
6. Click the Save button. Your new buddy will display in your Buddy List.

To delete then add a buddy in AOL® Instant Messenger:
1. On the Buddy List window, right-click the email address you would like to delete, then click Delete.
2. Click the Yes button.
3. In the AOL® Instant Messenger Buddy List window, click the Edit menu, then click Add Buddy... .
4. On the New Buddy window, in the email address: , box, type the AOL® email address or the AOL® Instant Messenger email address of the buddy you wish to add.
5. Click the Buddy Group: drop-down menu, click the group you wish to add the buddy to.
6. Click the Save button. Your new buddy will display in your Buddy List.

When trying to use the AOL® Instant Messenger service, you may receive the message, "IM-0401 You cannot send E-mail from this email address", for any one of several reasons. After trying the first solution, check to see if you can send e-mail. If you are still unable to send e-mail, continue to the next suggested solution to fix the issue.

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.

Solutions

• Get A Free AOL® Instant Messenger E-mail Account
• Set Up An AOL® Instant Messenger E-mail Account With An Older AOL® Instant Messenger email address

Get A Free AOL® Instant Messenger E-mail Account

This message may occur when you don't have a valid AOL® or AOL® Messenger email account and you try to send an e-mail to a email address on your Buddy List® by right-clicking the email address and then by clicking Send Mail... . Getting a free AOL® Instant Messenger e-mail account may resolve this issue.

To get a free AOL® Instant Messenger e-mail account:
1. Go to http://aim.aol.com.au/ .
2. Click the Mail button.
3. Click the Get Free AOL® Instant Messenger Mail button.
4. Follow the onscreen directions.
Back to Top

Set Up An AOL® Instant Messenger E-mail Account With An Older AOL® Instant Messenger email address

You can use an existing AOL® Instant Messenger email address to set up an AOL® Instant Messenger E-mail Account.

To set up an AOL® Instant Messenger e-mail account with an older AOL® Messenger email address:
1. Go to http://aim.aol.com.au/ .
2. Click the Mail button.
3. Type in your existing AOL® Instant Messenger email address and password, then click the Sign On button.
Back to Top

You may receive the message "No mailbox is available at this time for [email address]. Please enter a different e-mail address" for any one of several reasons.

This message occurs when trying to send an e-mail to a buddy who does not have a AOL® Instant Messenger mailbox or the AOL® Instant Messenger service is temporarily unavailable. Try sending the e-mail again later, or check with your to buddy for a valid e-mail address to receive e-mail.

Back to Top

When trying to use the AOL® Instant Messenger service, you may receive the message, "IM-0406 Could not send mail to [email address]", for any one of several reasons.

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.

Solution

• Try Again at a Later Time

Try Again at a Later Time

This message usually means the AOL® Instant Messenger service was temporarily unavailable. Please try again at a later time to send them an E-mail.

Back to Top

When trying to use the AOL® Instant Messenger service, you may receive the message, "IM-0407 You cannot send an E-mail from a linked account".

Sign In to the AOL® Instant Messenger Service Directly

This message may occur when trying to send a QuickNote from a linked account. Signing on to the AOL® Instant Messenger service directly may resolve this issue.

To sign in to the AOL® Instant Messenger service directly:
1. Double-click the AOL® Instant Messenger icon on the desktop.
2. Click the email address: drop-down menu to open it, choose your email address from the list, then click it.
3. In the Password: box, type your password.
4. Click the Sign In button.
Back to Top

You may receive the message "IM-0701 Error: The save failed. If you are off-line, sign on again then retry" because you tried to save preferences without being signed on. Sign on to the AOL® Instant Messenger service, then try saving your preferences again.

Back to Top

You will receive the message "IM-0702 Error: Duplicate titles are not allowed" when trying to create an away message with the same title as an existing away message. Each away message must have a unique title. Try saving the away message using a different title.

Back to Top

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

• Wait 60 Seconds, Then Re-enter the PassCode
• Close, Then Re-launch the AOL® Instant Messenger Software
• File a Problem Report

Wait 60 Seconds, Then Re-enter the PassCode

The most common reason for this message is the 6 digit number displayed on the AOL® PassCode device were entered incorrectly, or needs to be refreshed.

1. Wait 60 seconds for the AOL® PassCode to refresh.
2. In the AOL® PassCode: box, type the 6-digit number currently displayed on the AOL® PassCode device.

Back to Top

Close, Then Re-launch the AOL® Messenger Software

Sometimes the software may not have loaded properly on to the desktop while trying to sign in. You can correct this by exiting AOL® Messenger software, then signing in again.

Note: Difficulties maintaining a connection to the AOL® Instant Messenger service can many times be resolved by restarting the AOL® Instant Messenger software.

To close and re-launch the AOL® Instant Messenger software:
1. Close the AOL® Instant Messenger Software.

• If using the the most current version of the AOL® Instant Messenger software, on the AOL® Instant Messenger Buddy List® window, click the AOL® Instant Messenger menu, then click Exit AOL® Instant Messenger .
• If using the AOL® Instant Messenger software, on the AOL® Instant Messenger Buddy List® window, click the File menu, then click Exit AOL® Instant Messenger .

2. Launch the AOL® Instant Messenger software.

• If using the the most current version of the AOL® Instant Messenger software, on the AOL® Instant Messenger Buddy List window, click the Start button, select Programs or All Programs , select AOL® Instant Messenger , then click AOL® Instant Messenger .
• If using the AOL® Instant Messenger software, click the Start button, select Programs or All Programs , select AOL® Instant Messenger , then click AOL® Instant Messenger .

3. Type your password (if necessary), then click the Sign In button.
4. Continue using the AOL® Instant Messenger service like before.

Back to Top

File a Problem Report

You can file a problem report by following the instructions below.

1. Go to http://aim.aol.com.au/ .
2. Click the Support menu, then click the Report Problem link.
3. Scroll down to Step 3 , then click the Submit a Report button.
4. Fill in the required information, then click the Submit Report button.

Back to Top

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.

Solutions

• Determine if email address Is Spelled Correctly
• Create New email address
• Determine if the Password Used is Correct
• Reset Your AOL® Instant Messenger Password

Determine if email address Is Spelled Correctly

Check if the spelling of the email address you are typing is correct, then try again.

Back to Top

Create New email address

If you are an AOL® Instant Messenger user and your email address is not being recognized, please create a new email address. We apologize for the inconvenience.

To create a new email address:
1. Launch the AOL® Instant Messenger software as you normally would. Do not attempt to sign on.
2. On the AOL® Instant Messenger or the Account Sign In window, click the Get a email address link below the email address: box.
3. Choose the Create email address option by clicking it, then click the Continue button.
4. Fill in the required information, click the Submit button, then follow the onscreen instructions to complete the process.

Back to Top

Determine if the Password Used is Correct

If you have multiple email addresss with both the AOL® Instant Messenger service as well as the AOL® service, you may have entered a password for a different email address. Please confirm that you are using the correct password for your AOL® Instant Messenger email address and try again.

The AOL® Instant Messenger password is case sensitive, so make sure you enter it exactly as it was created.

Back to Top

Reset Your AOL® Instant Messenger Password

Your AOL® Instant Messenger password can be 4-16 characters. A combination of letters and numbers is recommended.

To change the AOL® Instant Messenger password for an AOL® email address:
1. Sign on to the AOL® service, then go to AOL® Keyword: Change AOL® Instant Messenger Password.
2. Follow the onscreen instruction to change the AOL® Instant Messenger password.

To reset the password for an AOL® Instant Messenger email address that is not part of an AOL® membership, follow these simple steps:
1. Launch the AOL® Instant Messenger software.
2. On the AOL® Instant Messenger or the Account Sign In window, below the Password: box, click the Forgot Password? link. This will open a Password Reset: Image Verification Web page in your default Internet br /owser.
3. In the email address: box, type the email address for which you would like to reset the password.
4. In the Word in Image: box, type the alphanumeric code that is displayed in the Image: box, then click the Next button.

Notes:

• If you haven't set up an Account Security Question (ASQ), you'll be prompted to set one up now. An e-mail will be sent to the alternate contact e-mail address that you had provided when registering your email address. Access the e-mail, click the I would like to reset my password link, then follow the online directions to set up your ASQ.
• If you don't see the image clearly on the Password Reset: Image Verification page, you can click the Can't see this image? link below the Image: box. This will open a Audio Verification Web page. Click the Play Audio button, listen to the alphanumeric code, then type it in the word in Audio: box.

5. Select any one of these options, then click the Submit button.
In the Enter Your Email Address: box, type your alternate contact e-mail address that you had provided during registration.
Confirm your birth date from the drop-down menu, select your gender and type the ZIP code that you had provided during registration.
6. In the Your Answer: box, type the answer to your ASQ, then click the Submitbutton.
7. Type your new password in both the boxes provided, then click the Submit button.

Note: An e-mail will be sent to your alternate contact e-mail address confirming that the password has been successfully reset.
Back to Top

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 Try Again
• Uninstall, Download, and Reinstall the AOL® Messenger Software
• Uninstall, Download, and Reinstall the AOL® Messenger Software

Restart Your Computer and Try Again

Shutting down the computer will reset all applications and Internet protocols on your computer.

To shut down and restart your PC, then try again:
1. Close all open applications.
2. Shut down your computer:

• If using Windows® 2000, click the Start button, then click Shut Down . Click the What do you want your computer to do? drop-down menu, click Shut Down to select it, then click the OK button.
• If using Windows XP Home Edition, click the Start button, then click Turn Off Computer . Click Turn Off to shut down the computer.

3. If your PC does not automatically connect to the Internet on start up, connect to the Internet as you would normally.
4. Double-click the AOL® Instant Messenger icon on your desktop.
5. Sign in to the AOL® Instant Messenger service.

Back to Top

Uninstall, Download, and Reinstall the AOL® Instant Messenger Software

To uninstall, download and reinstall the most current version of the AOL® Instant Messenger software:
1. Click the Start button, select Programs or All Programs , select AOL® Instant Messenger , then click Uninstall AOL® Instant Messenger .
2. Click AOL® Instant Messenger to select it, then click the Uninstall button.
3. When prompted by a confirmation message, click the Yes button.

To reinstall AOL® Instant Messenger:
1. Go to http://aim.aol.com.au/ .
2. Click the Download Now button, then follow the onscreen directions to download the AOL® Instant Messenger software.

Back to Top

Uninstall, Download and Reinstall the AOL® Instant Messenger Software

To uninstall, download and reinstall AOL® Instant Messenger :
1. Click the Start button, select Programs or All Programs , select AOL® Instant Messenger , then click Uninstall AOL® Instant Messenger .
2. Click AOL® Instant Messenger to select it, then click the Uninstall button.
3. When prompted by a confirmation message, click the Yes button.

To reinstall AOL® Instant Messenger :
1. Go to http://aim.aol.com.au/ .
2. Follow the onscreen directions to download the AOL® Instant Messenger software.

Back to Top

You may receive the message "email address is unable to receive offline IM messages" for any one of the following reasons.

• This can occur when sending an IM to a buddy that has turned off their option to receive offline IMs.
• This can occur when the receiving email address has hit the maximum number of offline messages for a given day.
• This can occur if your buddy does not have you on their Buddy List®.
• This can also occur when your buddy has your email address blocked on their Buddy List.

After trying the first solution, check to see if you are still receiving the message. If you are still unable to send an IM, 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.

Solutions

• Try to IM Your Buddy Again When They Are Online
• Send an E-mail

Try to IM Your Buddy Again When They Are Online

Try again to IM your buddy when they are online.

Back to Top

Send an E-mail

Try to send the message to your buddy in an e-mail.

Back to Top

If you are receiving the message "Suspended Account" when trying to sign in to the AOL® Instant Messenger service. This indicates that the email address you are using to sign in has been blocked from accessing the service. There are several reasons why you may have received this message.

AOL® Instant Messenger email address

AOL® Instant Messenger email addresss may have been blocked due to a violation of the Terms of Service , such as the sending of unsolicited bulk communications.

AOL® Instant Messenger email addresss that have been identified as under the age of 13 may not use the AOL® Instant Messenger service. If you have incorrectly entered your birth date, you may use a credit card to complete the age verification process. A fee of 1 dollar will be charged and refunded, which will appear on the credit card statement.

AOL® email address

AOL® email addresss that have been cancelled can no longer sign in to the AOL® Instant Messenger service. This includes all master and secondary email addresss of the cancelled account.

AOL® email addresss may have been blocked due to outstanding billing issues with either the AOL® account or an AOL® Premium paid service. Please sign on with the AOL® Mail or go to http://bill.aol.com/ for additional instructions to resolve outstanding billing issues.

AOL® email addresss may have been blocked due to a violation of the Terms of Service . Please sign on with the AOL® Mail for additional instructions.

AOL® email addresss that have Parental Controls set to block instant messages, or that are in the Kid?s Only age category are blocked from using the AOL® Instant Messenger service. To change this setting, the master email address on the AOL® account needs to go to AOL® Keyword: Parental Controls . Adjust the settings on the affected email address to allow instant messages and ensure that the age category is set to Young Teen (13 - 15), Mature Teen (16 - 17), or General (18 and older).

Back to Top

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
• Uninstall and Reinstall the AO L® Mail

Restart Your Computer and Close Other Programs

Other programs running on your computer may conflict with your attempt to connect to the the AOL® service, or use up resources required for the AOL® Mail 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® VistaT/XP/2000:
1. Restart your computer.

• If using Windows® VistaT, 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 theOK button.

Required Processes (do not end):

• explorer.exe
• services.exe
• spoolsv.exe
• svchost.exe
• system
• taskmgr.exe
• winlogon.exe

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.

Required Programs (Do not end):

• explorer
• systray

Back to Top

Repair AOL® Connectivity Services (ACS)

The AOL® Connectivity Service (ACS) is responsible for getting the AOL® Mail connected to the AOL® service. Uninstalling ACS will allow a fresh copy of the files to be installed.

To repair ACS via One-click Fix:

Note: One-click Fix is currently not compatible with Windows Vista. If using Windows Vista, skip to Uninstall ACS manually on Windows Vista .

1. On the Windows taskbar next to the clock, click the AOL® icon, then click One-click Fixes .
2. Click the Connectivity link.
3. In the Connectivity section, next to Repair ACS , click the Fix It For Me button.
4. Click the Continue button.

If you do not see the Repair ACS option, please download the One-click Fix.

To download the One-click Fix:
1. Go to http://fixes.aol.com/landing/start/ocfdownload.html.
2. Click the Connectivity link.
3. In the Connectivity section, next to Repair ACS , click the Download One-click Fixes button.
4. Click the Download and Install Now button.
5. Click the Run button in the pop-up window. If a second security window pops up, click the Run button again.
6. Once the installation is complete, click the Launch button.
7. Click the Connectivity link.
8. In the Connectivity section, next to Repair ACS , click the Fix It For Me button.

To uninstall ACS manually on Windows Vista:
1. Click the Start button, then click Control Panel .
2. Click the Programs icon.

Note: If using the Classic View , skip Step 2.

• 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.

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 .

• 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.

Note: When you launch the AOL® Mail, ACS files will be automatically reinstalled and the connection recreated.

Back to Top

Configure Remote Access Settings

Windows operating system contains Remote Access Service files that are required for the AOL® Mail to connect you to the Internet. If these files aren't configured properly they can cause the issue you are experiencing.

To configure the Remote Access settings:

Note: If using Windows Vista, skip to Configure Remote Access Settings on Windows Vista .

To configure the Remote Access settings on Windows Vista:
1. Click the Start button, type services.msc in the Start Search box, then tap the Enter key on the keyboard.
2. Right-click Telephony , then click Properties .
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 OKbutton.

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® knowldgebase.
• Do not close the Services window before proceeding to next step.

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 knowledgebase.
• Do not close the Services window before proceeding to next step.

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 knowledgebase.

Back to Top

When trying to sign in to the AOL® Instant Messenger service, you may receive the message "The password for [email address] has been changed and this has caused the link to br /eak. Click the Yes button if you wish to re-establish the link.". This means the password has recently changed for one of your linked accounts, and the AOL® Instant Messenger service can no longer sign into that linked account.

Re-Link the email address

You can re-link the email address for AOL® Instant Messenger, AOL® Messenger messaging service using the instructions listed below.

To re-link the email address for the most current version of the AOL® Instant Messenger software, AOL® Instant Messenger :
1. Sign in to the AOL® Instant Messenger service.
2. Get to the Linked email address

• If using the most current version of the AOL® Instant Messenger software, click the Edit menu, click Settings... , then click the Manage Linked email address link.
• If using AOL® Instant Messenger , Click the Edit menu, then click Linked email address... . If prompted, sign on to the AOL® Instant MessengerT email address service.
  

Back to Top

You may receive the message "You have been rate limited" when sending too many IMs in a short period of time. Wait a few minutes, then try sending your Instant Message note again.

You may receive the message "You have reached the maximum number of offline messages sent on one day. Please try again later." because you have exceeded the maximum number of IMs that can be sent in one day from your email address.

Try to IM Your Buddy Again When They Are Online

Try again later to IM your buddy, or contact them when they are online.

Back to Top

If you receive the message "[email address] is unable or does not support this feature". It appears for a Buddy List® email address when you invite a buddy for a voice chat or Live Video chat session and they do not have the hardware to support the chat.

Requirement for the Feature

Voice chat requires a microphone and speakers. Live Video requires a microphone, speakers, and a Webcam. If your buddy is missing any of these items, you will not be able to use either the voice chat or Live Video features with them.

Back to Top

Solutions

• Try Again Later
• Report a Problem for AOL® Instant Messenger

Try Again Later

There are limitations to how many times in a short period you can sign on from the same computer with the same email address. If you received a warning about account abuse, you may be unable to sign on for a period of time. If you have been warned, please wait an hour or so, and then try to sign on again to the AOL® Instant Messenger service.

Back to Top

Report a Problem for AOL® Instant Messenger

If you continue to experience problems while trying to use the AOL® Instant Messenger Software, please file a report.

To report a problem for the AOL® Instant Messenger Software:
1. Go to http://aim.aol.com.au/help_faq/report.adp.
2. Under Reporting a Problem , scroll down to Step 3. , then click Submit a Report .
3. Type the required information in the boxes provided, then click Submit Report .

Back to Top

AOL® Instant Messenger allows you to customize the list of who you see online. It also allows you to manage who can send you IMs online. You must enable the Allow List in the AOL® Messenger software.

Adjust Your AOL® Instant Messenger Presence on the Web Settings for Your email address

Launch the AOL® Instant Messenger software, then sign on using your email address and password.

To adjust your settngs:
1. Tap the F7 key or click the Edit menu to open it, then click Settings... .
2. Click the Privacy tab.
3. Under Who can contact me: , choose either Allow only users on my Buddy List or Allow only the users below by clicking it. By choosing one of these options, you will be limiting who can IM you on your AOL® Instant Messenger email address as well as removing your AOL® Messenger Presence from the Web.

Notes:

• If you are online but invisible, then other users will see you as offline. This case is true both inside the client and on the Web via AOL® Instant Messenger Presence.
• Please visit the AOL® Instant Messenger Presence FAQ for additional information about AOL® Instant Messenger Presence, including how to contact the AOL® Instant Messenger team if your availability is being shown on a Web page without your consent.

Back to Top

If you received the message "There was a problem signing on your linked email addresss", it means you attempted to sign onto the AOL® Messenger service and your linked account could not sign on.
You may continue to use the AOL® Instant Messenger service at this time, but your linked account will not be available until the next time you sign on. Please try signing on again later.
Note: Linked email addresss cannot be applied to Parentally Controlled email addresss.

You must be signed in to the AOL® Instant Messenger service to complete these steps.

Setup Your Profile

When you set up your profile, you can provide as much or as little information as you wish to share with others.

To setup your profile:
1. Click the Edit menu, then click My Buddy Info... .
2. Type the information you want listed in the pop-up screen, then click the Save button.

Back to Top

View Information on One Buddy

When you are conversing with an online buddy through IM, you can view their profile information if they have set up a profile.

To view information on one buddy:
1. Click your buddy's name.
2. Click the View menu, then click Get Buddy Info... .

Back to Top

Buddy Info Profile Icon is Triggered

The Buddy Updates icon is triggered when a member's profile is updated and the icon will appear next to their email address in your Buddy List.

To view the updated profile information:
Double-click the Buddy Updates icon that is triggered when a buddy profile is updated. You will be directed to the AOL® Instant Messenger Website to see a page with all their buddy info.

Note: In some cases, the Buddy Updates icon may get triggered without an update to the profil