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

You may be unable to retrieve e-mail from AOL® Mail on the Web for any one of several reasons. After trying the first solution, check to see if you can retrieve e-mail from AOL Mail on the Web. If you are still unsuccessful, continue using the suggested solutions until the problem is fixed.

You may wish to print or save a copy of these instructions since this page may not remain visible as you go through the suggested steps.

Solutions

• Log out, then log back in to AOL® or AIM® mail

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

• Clear cache and cookies, then reset all the settings in Windows® Internet Explorer®

• Clear cache and cookies in Mozilla® Firefox® and Netscape® browser

• Disable the pop-up preferences

Log out, then log back in to AOL or AIM mail

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

To log out and log back into AOL or AIM Mail:
1. In the AOL Mail on the Web window, click the Sign Out link.
2. Click the Mail icon.
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.

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

You may be facing this issue because Java applets or cookies are disabled.

To check if Java applet scripting and cookies are enabled:
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.
8. Click the Privacy tab.
9. Click the Advanced button.
10. Click the Override automatic cookie handling box to place a check mark in it. Under First-party Cookies and Third-party Cookies, choose the Accept options by clicking them, then click the OK button.
11. Click the OK button to close the Internet Options window.

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Clear cache and cookies, then reset all the settings in Windows® Internet Explorer®

Whenever you visit certain Websites, they will store what is known as temporary Internet files and cookies on your computer to identify that Website. 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 cache, cookies and history, then reset all settings for Microsoft® Internet Explorer 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. Click the Connectivity tab, next to Clear IE Cache and Replace AOL Adapter, click the Fix It For Me button. 5. Click the Continue button.
6. Click the Done button.
7. Click the Safety and Security tab, next to Set IE Security Settings to Medium, click the Fix It For Me button.
8. Click the Continue button.
9. Click the Done button.

To manually clear cache, cookies and history, then reset all settings for Microsoft® Internet Explorer® 7.0:
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. 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. Click the Reset button to confirm.
14. Click the Close button to close the Reset Internet Explorer Settings window.
15. Click the OK button.
15. Click the Connections tab.
16. Click the LAN settings button.
17. 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.
18. Under the Dial-up and Virtual Private Network settings section, choose the Never dial a connection option, 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 for confirmation.
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 to confirm.
10. Click the Connections tab.
11. Click the LAN Settings button.
12. In 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.
13. Under the Dial-up and Virtual Private Network settings section, choose the Never dial a connection option, then click the OK button.

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Clear cache and cookies in Mozilla Firefox® and Netscape® browser

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

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

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

To clear the cache and cookies in Netscape® browser 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. If prompted click the OK button.
5. In the Cookies section click the Clear button. If prompted click the OK button.
6. Click the OK button to close out the Options window.

To clear the cache and cookies in Netscape® 7.1:
1. Click the Start button, select Programs or All Programs, select Netscape 7.1, then click Navigator.
2. Click the Edit menu, then click Preferences.
3. Under the Advanced category, click Cache. (If no subcategories are visible, double-click Advanced to expand the list.)
4. Click the Clear Cache button to clear the cache.
5. Click the OK button to close the Preferences window.
6. Click the Tools menu, select Cookie Manager, then click Manage Stored Cookies.
7. Click the Remove All Cookies button, then click the Close button.

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Disable the pop-up preferences

AOL Mail on the Web requires pop-ups to display e-mail. Make sure pop-up settings are configured correctly for AOL Mail on the Web.

To disable the pop-up preferences:
1. Click the Start button, select Programs or All Programs, then click Internet Explorer.
2. Click the Tools menu, then click Internet Options.
3. Click the Privacy tab.
3. In the Pop-Up Blocker section, click the Turn on Pop-up Blocker box to clear it.
4. Click the OK button.

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