7
AOL ONLINE SUPPORT Troubleshooting your AOL problems By Maxine Miller

AOL ONLINE SUPPORT Troubleshooting your AOL problems By Maxine Miller

Embed Size (px)

Citation preview

Page 1: AOL ONLINE SUPPORT Troubleshooting your AOL problems By Maxine Miller

AOL ONLINE SUPPORT

Troubleshooting your AOL problems

By Maxine Miller

User
Before signing onto AOLClick AOL icon in Startup area of taskbar
Page 2: AOL ONLINE SUPPORT Troubleshooting your AOL problems By Maxine Miller

AOL 9.0 SE

AOL SETTINGSCheck each item to be sure the settings are correct

START-UP SETTINGS

Check Enable Fast Start

Safety and Security Center Virus Protection – only one allowed

Spyware Protection-one running, others available Firewall – only one allowed

User
Click AOL.9.0 - AOL 9.0 Settings -check each item to be sure the settings are correct.(When signed onto AOL the SETTINGS page is much larger)Start-up Settings - Fast Start allows AOL to be in Startup and it loads in the background each time you start the computer.SSC - Click each item to see that it is running and there are no RED flags or errors.
Page 3: AOL ONLINE SUPPORT Troubleshooting your AOL problems By Maxine Miller

AOL Computer Check-upHelps detect Internet, PC and Security issues

Cleans hard drive of unnecessary files

• Run Computer Check-up

• Check your computer

• Clean your hard drive

User
Computer Checkup must be downloaded and installed and set to run automatically weekly.Can be run when you can't sign onto AOL or while signed onto AOL. Read steps carefully to see which apply to you - if you're using Dialup to connect or DSL/Cable connect.Allows cleanup of hard drive and will check your computer's specs e.g. RAM available.
Page 4: AOL ONLINE SUPPORT Troubleshooting your AOL problems By Maxine Miller

AOL ONE-CLICK FIXES

Self-diagnosed problesm may be fixed

Common Issues

Quick Restore of AOL

Connectivity Problems

General PC Problems

Internet Problems

Safety & Security Issues

User
Click One-Click FixesRead each step under each category and determine if it applies to your computer or your connection problems. Do not run all of these. Run the one that checks your particular problem. For instance, don't run a fix that applies to dialup if you're using DSL/CableCAn fix general PC problems as well as AOL problems. Ex. Enable Java...gamers can't get to their game site. Java may need reinstalling.SSC - Problem with Firewall if you have activated the Windows firewall as well as the SSC firewall.Can turn off the Windows Messenger so you don't get those ugly popups sent by Messenger.
Page 5: AOL ONLINE SUPPORT Troubleshooting your AOL problems By Maxine Miller

AOL SYSTEM INFORMATION

• System Info

• AOL Software

• Utilities

• Connectivity

• Errors

• Summary

User
Click AOL System Information - provides information about your System, the AOL software, Utilities available, Connectivity issues, Error lists, and a Summary of all the above.Look at each step before calling for HELP so that if possible you can "fix" the problem, or at least you'll be able to answer questions asked by the person on the LIVE HELP desk. or Jmax
Page 6: AOL ONLINE SUPPORT Troubleshooting your AOL problems By Maxine Miller

AOL HELP

• AOL Live Online HELP• Answer Wizard• Helpful User Hints• Quick Reference Guide• AOL A to Z• Discover AOL• Email Delivery Failure – Mailer-Daemon

Errors

User
Must be able to get online to access the AOL LIVE HELP Technician. Either by signing into AOL or if using DSL/Cable by clicking the big E and going to www.aol.com and signing into your AOL.IF signed onto AOL, click Help then LIVE HELP. write in problem and wait for tech to respond. Click Answer Wizard - type in search phrase for problem.Click User Hints to see if others have had this problem and what they did about it.Print out Quick Ref Guide by clicking HELP and clicking Quick Ref Guide. Print.Familiarize yourself with the AOL A to Z and Discover AOL found under the Channel list on your AOL screen when signed online.At Discover AOL, sign up for AOL newsletter of tips.Emails returned - check the reason for failure in the email from Mailer-Daemon
Page 7: AOL ONLINE SUPPORT Troubleshooting your AOL problems By Maxine Miller

JMAX HELP

• Email for Help – place HELP in subject line. • Give details of system and symptoms of

problem.• Always highlight Jmax email response before

clicking REPLY.• AOL Engineer support • Perform computer checkup, one-click fixes,

Answer Wizard, Helpful user Hints and AOL Live Help before asking for Jmax Help please…otherwise you’ll always remain a NEWBIE.

User
Jmax is here to help YOU...give details of problem and give your system info so we can get problem fixes in shortest period of time without sending emails back and forth.Send back pertinent info about problem to help ID your problem...can't remember all.Go through the Online Help available covered here today before asking for help. You will find the solution to most problems yourself.