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Richard
Richard, Computer Specialist
Category: Computer
Satisfied Customers: 38523
Experience:  Over 20 years of consulting to the IT industry
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Just updated my aol browser to 9.8 and despite the upgrade

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just updated my aol browser to 9.8 and despite the upgrade asking if I wanted all the old info transferred (answered "yes") the old stored email addresses have gone also my latest "favourites". what to do? Max
JA: How long have you had this issue with your A.O.L. account?
Customer: Just since this morning's upgrade
JA: What's the brand/model/Operating System (OS) of your computer?
Customer: HP L1908w / Windows 10
JA: When did you purchase your HP? What troubleshooting have you tried?
Customer: It's probably 2 years old. Have tried no troubleshooting yet.
JA: Anything else you want the Computer Expert to know before I connect you?
Customer: no thanks.

Hi there and welcome

Are you seeing a sign in window now when you try to open it?

Please let me know

Customer: replied 1 month ago.
AOL opens as usual, it's just forgotten my previous contacts and most of my favourites

ok, sign out please and then sign in with your account

Do the contacts return?

Customer: replied 1 month ago.
I'll try that now ----------- nope. No difference
Customer: replied 1 month ago.
Did that. No difference

When did you update? How long ago?

Customer: replied 1 month ago.
As Aol's invitation, I upgraded to version 9.8 this morning I.e.3 hours ago

ok, I want to do a system restore please.

To do this, close all programs.

Press the windows key (the one to the left of the left ALT key) + R and type in the run box that opens

rstrui

Press enter

Then follow the onscreen steps to choose a system restore and choose a date before this problem occurred.

Let it complete and tell me if it now functions correctly please

Customer: replied 1 month ago.
I'm doing a "restore" now and will let you know a.s.a.p.

thank you

Customer: replied 1 month ago.
Still restoring, seems to take a long time. I'll keep on

thanks

Customer: replied 1 month ago.
Richard, system restore failed at the "final hurdle". As advised, I'm trying a different (earlier) restore point. ShLl I keep our dialog open.

Thank you

Richard and 4 other Computer Specialists are ready to help you
Customer: replied 29 days ago.
I'm afraid Richard's suggestions just didn't work. I therefore phoned AOL helpline and he talked me through it. Seems my AOL update did not carry all my files across. Helpline went through complicated, yet thorough process for retrieving "missing files" and putting them into my update.Sorry, but you couldn't fix it for me this time.Regards,Max