Troubleshooting America Online in Windows XP (306478)


The information in this article applies to:

  • Microsoft Windows XP Home Edition
  • Microsoft Windows XP Professional
This article was previously published under Q306478

SYMPTOMS

After you upgrade to Microsoft Windows XP from Microsoft Windows 98, Microsoft Windows 98 Second Edition, Microsoft Windows Millennium Edition (Me), Microsoft Windows NT 4.0, or Microsoft Windows 2000, you may receive one of the following error messages in America Online (AOL) when you try to connect to AOL:
  • The network has stopped responding.
  • Unable to initialize modem.
  • Configuring Network adapter. Please wait.
When you try to connect to AOL by using a modem, the computer may redial several times because it cannot connect. When this behavior occurs, you receive an "Unable to initialize modem" error message, AOL dials, receives a carrier signal, and then hangs up. The status bar displays an "Unable to make a connection" message. Connections over TCP/IP work correctly.

CAUSE

This behavior occurs because the AOL software installs its own network adapter that does not work with Windows XP. The AOL network adapter is a virtual device driver (.vxd) file.

RESOLUTION

To resolve this issue, install the AOL 7.0 software or later. To do this:
  1. Make sure the modem works correctly in Windows XP:
    1. Click Start, and then click Control Panel.
    2. Click Phone and Modem Options.
    3. Click the Modems tab.
    4. Click your modem, and then click Properties.
    5. Click the Diagnostics tab.
    6. Click Query Modem.

      If the modem does not respond to the diagnostics, make sure that the modem is supported in Windows XP and that you have the most current drivers for the modem. Contact the manufacturer of the modem for updated drivers for Windows XP.
  2. If the modem responds to diagnostics, verify the version of the AOL software that is installed on your computer. To do this, click About America Online on the Help menu in AOL.

    For the modem to work correctly with Windows XP, you must have AOL 7.0 or later. If you do not have AOL 7.0 or later, continue to step 3.
  3. If you can connect to AOL, download the latest update or version of the AOL software.

    Note There are two versions of the AOL 6.0 software. If you have the Windows 95, Windows 98, and Windows Me version of AOL, contact AOL to obtain an updated CD-ROM that contains the version that is designed for Windows XP.

MORE INFORMATION

Additional information about AOL is available at the following AOL Web site:

http://www.aol.com/

For a list of AOL Technical Support phone numbers, visit the following AOL Web site:

http://www.aol.com/nethelp/findinghelponaol.html

Microsoft provides third-party contact information to help you find technical support. This contact information may change without notice. Microsoft does not guarantee the accuracy of this third-party contact information.

AOL for Windows 95

The Windows XP Upgrade report warns that AOL for Windows 95 will not work after you upgrade to Windows XP. Contact AOL to obtain a version that is compatible with Windows XP.

If you try to install AOL for Windows 95, you receive the following message:
Setup
This version of America Online will only run under the Windows 95 operating system.

AOL 3.0

The Windows XP Upgrade report warns that AOL 3.0 will not work after you upgrade to Windows XP. Contact AOL to obtain a version that is compatible with Windows XP.

If you try to install AOL 3.0, it may be installed, but when you try to run it, you may receive the following error message:
AOL
This copy of the AOL software was intended for use on earlier versions of the Windows operating system. You may be unable to sign on to the AOL service. Please click 'Details for other options on obtaining a compatible version of the AOL software.
If you click Continue, you may receive the following error message:
WAOL caused a General Protection Fault in module SUPERSUB.DLL at 0001:325B Choose close. WAOL will close.

AOL 4.0

The Windows XP Upgrade report warns that AOL 4.0 will not work after you upgrade to Windows XP. Contact AOL to obtain a version that is compatible with Windows XP.

If you try to install AOL 4.0, you may receive the following error message:
AOL
This copy of the AOL software was intended for use on earlier versions of the Windows operating system. You may be unable to sign on to the AOL service. Please click 'Details for other options on obtaining a compatible version of the AOL software.
If you click Continue, you may receive the following error message:
WAOL caused a General Protection Fault in module OBJWRAP.DLL at 001:037C. Choose close. WAOL will close.
With some CDs, when you try to install AOL 4.0, you may receive the following error message:
America Online Installation
Recommendation

We recommend installing AOL 3.0 16-bit because it appeared that you are using Windows NT. AOL 3.0 16-bit is the most recent version of AOL that runs on Windows NT.

AOL 3.0 s fun and easy to use.
Click Next to continue with the installation of AOL 3.0 16-bit.
If you click Next, you may receive the following error message:
WAOL caused a General Protection Fault in module SUPERSUB.DLL at 0001:325B Choose close. WAOL will close.

AOL 5.0

The Windows XP Upgrade report does not warn that AOL 5.0 will not work after you upgrade to Windows XP. However, you must use a newer version of AOL to run AOL on Windows XP. Contact AOL for more information. You can set up AOL 5.0 to use a LAN TCP/IP connection instead of a modem, and then connect to the Internet through another Internet service provider (ISP) by either a dial-up connection or another way of connecting to the Internet. If this is the case, some of the AOL software functionality may work (such as mail). However, Internet browsing will not function correctly.

AOL 6.0

The Windows XP Upgrade report does not warn that AOL 6.0 may not work after you upgrade to Windows XP. However, you must use a newer version of AOL to run AOL on Windows XP. Contact AOL for more information. It is possible to set up AOL 6.0 to use a LAN TCP/IP connection instead of a modem, and then connect to the Internet through another ISP by either a dial-up connection or another way of connecting to the Internet. If this is the case, some of the AOL software functionality may work (such as mail). However, Internet browsing will not function correctly.

If you install AOL 6.0 for Windows 95, Windows 98, Windows Millennium, and Windows 2000 Revision 4097.353 (32-bit), you may receive the following message. This message may appear on the screen for a long time.
Configuring Network adapter. Please wait
The third-party products that are discussed in this article are manufactured by companies that are independent of Microsoft. Microsoft makes no warranty, implied or otherwise, regarding the performance or reliability of these products.
Modification Type:MajorLast Reviewed:6/3/2004
Keywords:kburl kb3rdparty kbenv kberrmsg kbprb kbtshoot KB306478
©2004 Microsoft Corporation. All rights reserved.