AOL 9.7 desk top not loading after I installed Norton 360 v6 on my desk top. Still loads on my lap top with Norton 360v6. I receive message #1 AOL will install the files required for you to connect to the service. I click yes then receive message #2. In order to complete installation of AOL please restart your computer. After the restart I again receive message #1.I have tried AOL process shutdown utility, quick restore and even downloaded 9.7 again without help. Any suggestions?
Hello and welcome to JustAnswer. I look forward to assisting you today with your question and providing the best answer possible.First, please make sure that AOL software is still installed. If you uninstalled it recently, please reinstall it.Second, please do the following CCleaner cleanup procedures to ensure that your computer is safe, clean and optimized. Cleanup with CCleaner NOTE: If you are using a program named Roboform, please do not proceed with CCleaner cleanup. Roboform Data will be removed by CCleaner. Please download the FREE version of CCleaner from this link: Download FREE CCleaner Here or this link http://www.piriform.com/ccleaner/download/standard After you download the free tool, install it and run the scans and tests. By default, it runs CLEANER to cleanup from all system mess which includes all unwanted files, temporary files, temporary internet files, orphaned files and more. Make sure that all this mess that the Cleaner program has detected is removed. This will free up some space in your hard drive while speeding up your system as well. Next, run REGISTRY Cleaner and fix the found problems. Run this REGISTRY cleaner several times and fix the issues until no issues will be found. In order to run the Registry cleanup mode, open CCleaner, then look at the left panel of the CCleaner window. Locate and click the Registry link there and that should give you the Registry cleanup mode. Then click on the Scan for issues button. When the scan reached 100%, click FIX issues to remove the errors from your system. Then click the Scan for issues again then FIX whenever issues are still found. When no issues are found, close CCleaner.After the cleanup, please try using your AOL software then see if the problem is gone. If the problem continues, please disable your startup programs and services that could have blocked your AOL software.To disable some programs at startup, please do the following:
I received your answer on my lap top. I have to run this on my desk top. Can I try your solution before accepting the answer?
Yes, surely. Give it a try and let me know your results so that I can help you further.Regards,Jess
CC cleaner and Registry cleaner not helpful. I hesitate to use msconfig to change my start up programs. My Norton Start Up Manager lists 28 low resource applications. Some appear important and I hesitate to disable any. AOL Help notes I should enable only essential start up programs. I believe I have done this. I have done the AOL quick restore and as a last resort I will uninstall and reinstall the AOL Desktop Software. What do you think?
Yes, you can try to uninstall AOL software, then do a CCleaner cleanup, then reinstall AOL software.Regarding the MSCONFIG thing, you can give it a try. You just disable them and you can then enable each one at a time if doing it resolves the issue. That is, if you disabled for instance 20 items and the issue is gone. You can then enable one item at a time to find out which item is causing the issue. You can then leave all other items enabled and just disable the item that caused the problem.Keep me posted.JessRemember, if for any reason you are unsatisfied with my answer, we can continue the conversation until you’re satisfied and Accept my answer. I can address follow up questions at no extra charge and I’m always here to help. Thank you for using JustAnswer!
I could do the same with my Norton Start Up Manager. I can delay the start of any one and then one at time manually start them. It is 1:22am PDT Tomorrow evening I will use the Norton to Start Up Manager to delay all. If that does not work via AOL I will uninstall then download AOL 9.7 desk top again. Will accept answer after above.
Yes, please take your time and let me know your results so that I can help you further.regards,Jess
Tuesday 5/15/12 11:35pm PDT
Still unable to start my AOL 9.7 Desktop Software.
I disabled all start up programs using my Norton start up manager.
I uninstalled the AOL desk top software using the control panel as directed by AOL help
I downloaded AOL 9.7 and recieved the same messages.
Message #1 AOL will install the files required for you to connect to the service. I click yes and receive message #2.
Message #2 In order to complete installation of AOL please restart your computer.
Only portions of the AOL 9.7 desk top show. After computer restart message #1 appears or if I start AOL 9.7 a partial desk top of 9.7 appears followed by message #1.
This scenerio keeps repeating.
My lap top with the same Norton and AOL 9.7 work well. The only different is core i5 and 4RAM vs celeron and 2RAM.
Frustrating. Why do I keep getting these messages. AOL works via internet explorer but not by its AOL 9.7 desk top. This all started after I reinstalled Norton 360v6 on both computers but only the desk top and not lap top is affected.
Please help. Nothing works.
Thank you for writing back.Please try to use the MSCONFIG method that I gave you to disable startup programs and services. After that, try AOL again.If the problem continues please run AOL with admin rights. Right click on AOL icon then click Run as administrator. Click ok or yes to confirm the action. Then see if it works this time.Keep me posted.JessRemember, if for any reason you are unsatisfied with my answer, we can continue the conversation until you’re satisfied and Accept my answer. I can address follow up questions at no extra charge and I’m always here to help. Thank you for using JustAnswer!
5/17/12 00:25 PDT
Same poor results.
I used the MSCONFIG method, ran AOL with admin rights and received the same messages.
#1 AOL will now install the files required to connect to the service. Clicked yes and desk top attempts to open.
#2 In order to complete installtion of AOL software, please restart.
click restart and after restart cycle repeats with message #1 and #2
I then followed AOL help unistall and reinstall AOL Desktop 9.7.
This time I unstalled all AOL applications including AOL connectivity service and uninstall AOL emergency as well as the AOL desktop 9.7. These three items were outlined in the the directions. The prior directions of uninstall AOL in Windows 7 did not list all three items.
I then reinstalled AOL via daol.col.com/software/aoldesktop97.
The installation went well until the last step. Despite 100% being installed I did not get to the let's get started window asking me for my screen name. Instead I received the familar messages #1 and #2. Despite restart and then coming on as an administrator AOL continues to cycle between messages #1 and #2.
I am frustrated. I wish to restore my msconfig settings. Perhaps I will never be able to use AOL desktop on my computer and need to access AOL only via the internet aol.com.
Please comment. I have no idea what happened. Is this due to Norton 360 v6. I updated v6 with the same v6 to extend my updates for 1 year. AOL desktop worked well until the new update. Again my lap top works with the same Norton 360 and AOL desktop 9.7. Could the 2RAM desk top compared to the 4RAM lap top make a difference?
Hi, thank you for writing back and I am sorry about this trouble.This has nothing to do with your RAM. But this has something to do with N 360 since you mentioned that this started when you did an update of N 360.Have you tried temporarily disabling or turning off your N 360 and then try to install or run AOL software?
5/17/12 00:55 PDT
No such luck. I temporarily disabled the Norton 360 smart fire wall and antivirus protection and ended up with the same business. I tried 3 restarts.
My other option is to turn off Norton during another uninstall and reinstall. It is too late now to go through another round? Do you think it worth it? Any other ideas?
Any expert inside information on AOL 9.7 or Norton that may be causing the problem?
Yes, please try to remove AOL and then disable or temporarily turn off N 360 while you do the installation of AOL so that N 360 will not block the installation process.Also, please try to re-download the installer of your AOL from the AOL website. The other installer could have been bad or corrupted.Please take your time and we can resume some other time with this. Thank you for your patience.Regards,JessRemember, if for any reason you are unsatisfied with my answer, we can continue the conversation until you’re satisfied and Accept my answer. I can address follow up questions at no extra charge and I’m always here to help. Thank you for using JustAnswer!
Will try again Thursday evening 5/17/12 and let you know.
All start ups will be disabled, norton firewall and virus will be turned off. All AOL will be uninstalled. Installation of AOL 9.7 will be from www.aol.com downloads.
Yes, please take your time.Also, after the removal of AOL, please do the CCleaner cleanup.Then restart the computer then reinstall AOL.Regards,Jess
5/17/12 11:30pm followed your recommendations.
Disabled start up via msconfig, uninstalled AOL, CCleaner, turn off N360, reinstall AOL from AOL web site.
All went well untill at 100% installation successful I received the same two familiar messages.
#1 AOL will now install the files required to connect to the service. Click yes.
#2 In order to complete installation of AOL software, please restart. Click restart.
Sequence repeats. I was never able to get AOL started and enter my user name despite following all the above suggestions and successfully down loading 100%.
Am I limited to using AOL on line and never using the desk top? I am responding to you by using the AOL 9.7 desk top on my lap top computer. What are my options?
Is it time to give up on AOL 9.7 desk top. AOL recommended your community help for this problem as I gave up paying AOL after I had broad band instead of dial upl
AOL system information gives me the option to rebuild the AOL adapter but gives me a warning to contact AOL. Is this a smart move. I do not want to disable my internet explorer connections.
Hi Kendall, Do you still have old version of AOL Desktop software in your computer and you are upgrading to 9.7? Or is this a clean or fresh installation of version 9.7?
I uninstalled all old versions of AOL using AOLs uninstaller. This is a clean fresh installation. After ccleaner I checked the AOL folder in the Windows all program list and it was empty. I did upgrade both lap top and desk top from 9.6. In any case a fresh installation should have been better.
Please try to download AOL Desktop 9.7 from a different server location. Please click on this link:http://daol.aol.com/software/aoldesktop97alt/Give it a try and see if the installation works this time.Regards,Jess
I disabled N360 and downloaded the alternate from the daol.aol.com.
Same result. 100% successful download but never entered let's get started screen.
Same old message #1 and #2 requesting me to restart the computer.
Time to give up?
One more try, I hope you can extend your patience lol..Please try to create a NEW user account that is of type Administrator. Go to Control Panel => User Accounts. Click Manage other accounts then click Create new account. Make sure that you choose Administrator and not a Standard user.When the account is created, restart the computer then sign in to the newly created account. All things will be new. Locate the downloaded installer and install it from there. See if it installs fine. This is to test if your current user profile is corrupted.Regards,Jess
I did what you suggested. Set up a new administrator, turned off N360 firewall and virus, went to AOL site to down load 9.7. Same messages to restart. Installation 100% successful but never able to get started and enter my AOL screen name.
Please have more suggestions for tomorrow. At my physician and engineer billing rate I have put in well over $1000 into this project. I am willing to try just a little longer.
Since the same problem happens in the new account, this is entirely a system glitch, not a user profile issue.Please try to run SFC scan to diagnose file system integrity issues.Run the System File Checker
Only time tonight for System File Checker.
I uninstalled 3 versions of AOL 9.7 via the AOL uninstall from start, all programs, aol, uninstall. This is the recommended method per AOL help for windows 7.
I ran sfc /scannow and after 20 minutes no problem detected.
I did the restart, disabled N360, entered the aol.com web site to down load 9.7.
Same result. Successful installation but never got to the let's get started window asking for screen name. Same message #1 and #2 requesting me to restart the computer to for AOL to download files required for me to connect to the service. What files are these and why can't they be downloaded prior to my installation.
Too late to try your second recommendation of %AppData%. I will try it tomorrow Saturday and keep you informed. Why is it so difficult to run AOL 9.7 desk top?
Who would want to use desk top since one needs to be on line to receive and send email.
Hi Kendall, thank you for writing back.Yes please take your time. Remember to remove AOL first and then do the CCleaner cleanup. Then go to the Roaming folder (%AppData%) and then delete AOL folder from there. Also see if AOL folders exists in C:\Programs Files or C:\Programs File(x86). If AOL folders are present there, please delete them as well before reinstalling AOL.Also, please try to download and install an OFFLINE installer of AOL. Here is the link:http://tinyurl.com/3bubltpKeep me posted.Jess
Terrible night. As previously written System File Checker did not work despite no problems detected, N360 disabled, aol.com web site unable to down load 9.7.
AOL again removed, CCleaner, Roaming folder %AppData% and AOL folder deleted. N360 disabled, AOL 9.7 again unsuccessfully down loaded. Never able to go to the Let's get started message and restart messages #1 and #2 kept appearing. Despite restarts, never able to start desk top. Actually desk top never successfully loaded.
AOL again removed, CCleaner, and OFFLINE installer of AOL used as per your suggestion. Have you ever tried that link. It is AOL 9.0 Mexico in Spanish with multiple Microsoft warnings the program may be harmful. I also could not read any options and before the full installation I cancelled AOL 9.0 Mexico. The control panel uninstall was only in Spanish and with luck I managed to deinstall the program.
The only problem was IE9 kept opening with the Spanish AOL 9.0 dialog box. Despite making trying to return to AOL with each restart of IE I kept getting Spanish. I finally took IE off the start menu and task bar and specify the IE 64 bit. Finally my internet explorer works as before and not in Spanish.
I feel nothing good is coming of this and I am very upset my IE and program files were corrupted by this AOL Mexico only in Spanish. A link like this should never have been given to me.
Please comment where to go from here. This is now more an intellectual exercise as I am comfortable using IE for my AOL instead of AOL 9.7 desk top. I have to manually transform my favorite links from AOL desk top to IE favorites. I am not sure how to back up and transfer IE links to another computer. If you could advise me on this I will probably stop trying to install AOL 9.7 desk top.
Hi Kendall,Thank you for writing back. I am really sorry if the AOL installer is not the latest one and not in English. I actually downloaded the installer but did not install it. I will give it a try now. I was confident since the file is from newaol.com. I did not notice that part of the link says aolmx (http://ftp.newaol.com/aolmx/installers/aol9/aol9). I am really sorry about this. I am trying to look for an offline version of AOL 9.7 in English.Regarding copying your IE settings to another computer, you can do the following:
I hope that helped.
How do I correct this corruption by the Spanish AOL 9.0 although removed. I by pass my IE9 corrupted version by only opeing IE 64 bit. Openning the standard IE leads me to a Spanish dialog box. Should I forget about my corrupted IE non 64 bit?
I have a AOL 9.0 CD disk that is 10 years old. Not sure whether it will work on Windows 7. Do you think AOL 9.7 desk top is flawed and should be abandoned? I hesitate to corrupt my Windows 7 desk top computer any more.
IE9 (non 64 bit version) opens with a Spanish AOL dialog box. I reset my home page and reset my start menu and task bar to open with the IE9 64 bit version and AOL works correctly. Somehow your AOL Mexico download corrupted my IE9 even though the uninstalled AOL Mexico. Should I leave the IE9 AOL Mexico corrupted version alone and only start IE9 64bit? I also plan to give up on installing AOL 9.7 desk top despite all the attempts by AOL help and JustAnswer.
In summary the following did not work to install AOL 9.7 from AOL website.
per AOL Help
start AOL from windows start menue
AOL Quick Restore
Uninstall and reinstall AOL Desktop Software
per JustAnswer Jess
disable startup programs via msconfig and by Norton 360
disable Norton 360 firewall and anti virus
run AOL as administrator (right click)
download aol from daol.aol.com/software/aoldestop97alt
creat new user account of type administrator
System File Checker sfc /scannow
Roaming file delte AOL %AppData%
Offline AOL installation tinyurl.com/3bubltp (AOL Mexico)
My IE9 non 64bit is now corrupted by AOL Mexico.
My IE9 64 bit works.
Should I give up?
Should I try to fix the IE non 64 bit.
Accept Answer after you answer the above.
Regarding the IE 64bit, yes, you can use it instead of the 32bit if it is still unstable. You can simply drag a shortcut of the IE 64 bit to your desktop or taskbar for easier access.To resolve your IE 32bit issue with AOL Spanish, you mentioned about resetting your home page. Did you do the reset of the IE software or just the home page when opening IE? Here is the Reset procedures to reset your IE non-64bit: HOW TO RESET YOUR INTERNET EXPLORER SETTINGS 1. Exit all open programs 2. Launch Internet explorer 3. Click on Tools menu 4. Click on Internet Options 5. Click the Advanced tab 6. Under Reset Internet Explorer settings, click Reset. 7. Then in the message that pops up, click Reset button again to confirm the action. 8. When Internet Explorer finishes resetting the settings, click Close in the Reset Internet Explorer Settings dialog box. 9. Start Internet Explorer again. Another way to RESET the IE Settings is through Control Panel. 1. Click Start => Control Panel 2. Locate and click to open Internet Options (If you do not have the Internet Options listed, locate the "View by" selection and see if it is set to Category. Click on it then select SMALL ICONS. 3. When the Internet Options dialog box is shown, click on the ADVANCED tab 4. Look for the RESET button at the bottom part and then click on it. 5. Another window will pop out, click on RESET in that window. 6. Click on Apply 7. Click OK to close 8. Test Internet Explorer again If after that reset the AOL spanish still pops up, please do the following:
Help me solve thie IE non 64bit issue and I will be done.
I did option one doing the advanced tab reset, deleting and not deleting personal settings. Only with the first restart did he Spanish disappear. With the second restart it came again.
I checked the Manage Add-ons and all AOL items were disabled.
I hesitate to reset IE through Control Panel as I do not want to inadvertently want to reset my IE 64 bit which works perfectly.
I already made my IE 64 on the task bar and start menu.
Should I abandon all attempts to clean up IE non 64bit and just ignore this problem. At this point everything is an intellectual exercise.
I will not reload AOL 9.0 and try to upgrade. My AOL 9.0 disc is 10 years old and Windows7 did not exist at that time.
Please advise me whether it is worth the effort to get rid of the Spanish AOL. It only comes up clean once after the reset.
Hi Kendall, Since your IE 64bit is working, you can continue to use it and abandon the IE32bit. You mentioned that you already made a shortcut in your task bar or start menu so your IE 64bit is very accessible this time.However, if you want to completely remove AOL spanish version in your IE non-64bit, please try to uninstall AOL (if it is still installed) and then remove the entire AOL folders in AppData (Roaming) and in C:/Program Files or C:/Program Files(x86).Also, please make sure that ALL AOL related items are removed from Control Panel => Programs and Features.Then test if IE 32bit is working. If not try to reset it again and see if it works this time. If it still won't work, then you can stick to the IE 64 bit. Have you tried using Firefox?Thanks.Jess
Thank you for your help. I was unsuccessful in removing the AOL Spanish tool bar.
No AOL was installed. The unstall from the control panel would not allow me to remove the AOL tool bar. Warning was in Spanish.
From the roaming folder in AppData I deleted the AOL tool bar. and from C:/Program Files (x86) I delted AOL tool bar. No AOL tool bar file was in C:/Program Files.
IE32bit would not load. Error message IE non 64 will not open, cannot find file program %20files%(x86)AOL %20Toolbar/welcome.html. After clearing this twice I was able to get IE to open and click home page. This was just as bad as opening with a Spanish menu then clicking home page to open an English version tab.
I restored from the recycle bin the deleted AOL tool bar folder and IE32bit loaded in Spanish. I did a reset to the original MSN home page but after exiting IE32bit it reloaded with the Spanish.
My kids use Firefox but I feel comfortable with IE. I think it is time to quit before I destabilize my system. This whole experience would have been very satisfactory without the AOL Mexico corruption. At least a functional IE64 is easily accessable via both start menu and task bar.
Final comments then I will accept answer to close session.
Hi Kendall, thank you for writing back.I believe that it is hard to reset the IE non-64bit knowing that it appears in Spanish this time, or few minutes of use or right after you reset it, it will still appear in Spanish.Your best option this time is using IE 64bit. Since a shortcut for the IE64 bit was already created in the task bar and start menu, please use it and don't switch to the 32bit IE (the non-64bit) since it has the spanish language issue.Another option is using Firefox. I personally use Firefox 99% of the time since it is faster and more stable compared to IE even the 64bit IE. However, if you are used to IE, and if you really prefer IE, then use the 64bit version. In case of any trouble, please do the RESET procedures since a simple reset always resolves minor issues of Internet Explorer. I hope that helped. Keep me posted with your results so that I can help you further. Best regards, Jess