Some notes for AOL users of our courseware

September 2003

Most of the problems experienced by AOL users are time outs or the loading of old pages. See the discussions about time-outs below. The loading of old pages can usually be solved by clicking your browser's refresh button.

Here are instructions AOL sent to a student that was getting cut off due to idle timers...

In a message dated 5/30/99 8:49:40 AM Pacific Daylight Time, casemail@aol.net writes:

Dear AOLusername,

We at America Online would like to thank you for spending the time to write to us regarding this AOL related issue. I understand the situation that you are experiencing and I will be providing you with the necessary information to resolve this matter. It is my hope that this information will be timely, detailed and easy to understand.

With regard to your recent concern, I apologize for any inconvenience that this might have caused you. I understand from your mail, you and your students are frequently cut or disconnected offline, please follow the steps below :

I. IDLE TIMER

II. MODEM PROBLEMS

I. IDLE TIMER

First, we apologize for the inconvenience the idle timers have created for you. Like most Internet Providers, America Online uses Idle timers to make sure that as many people as possible can use the system. These "Idle Timers" are setup to detect the activity between your system and AOL's system. Each of these timers is activated at different times, depending on the traffic of the AOL system, and your use of the system. There are actually two different Idle timers:

• A. A "10 minute" Idle timer
• B. The "You have been on for xx minutes. Do you wish to stay online?" Idle timer.

You can get disconnected from America Online, even though you are signed on to AOL, if you are using a third-party or external browser through AOL. For example: If you are using Netscape as your browser: if you sign on to AOL, then minimize AOL, then launch Netscape you can be disconnected after a certain period of time. This happens because although your Internet connection has been established via America Online, the Internet software, in this case Netscape, is actually using the signal (called "Tunneling") and the AOL servers DO NOT detect any activity. Activity means one computer is making requests of another computer and the receiving computer is responding to that request. You know you have the connection, and you can browse the Internet, but since there are no requests being made of the AOL servers by your system because you are using an external Internet program, we do not notice any activity.

To avoid this problem:

1. If you are using AOL as your Internet connection with a third-party browser or other third-party software, you can open a window that makes a request or demand of the AOL servers. You should do this before launching your Internet program. Create a "PRIVATE" chat room and leave the room "open." This works because an open chat room window is interpreted as activity between your system and the AOL system. This does not disable the idle timer, but it does provide an ACTIVE signal between your computer and AOL's servers. This prevents either IDLE TIMER from popping up and creating difficulties for you.

The other Idle Timer message asks if you want to stay online. In order to respond to the timer message, the AOL program must be the active window. If you are using America Online and it is the active window, then the Idle Timer message pops-up in front of everything else and you can respond to the message. If you have been running AOL in the background as a minimized window, you will never see the Idle Timer message so you can not respond to it. If the AOL window is maximized you will see the Idle Timer message. And you can click on the YES button. If AOL has been running in the background, but is minimized, you may never even see the Idle Timer message. You can occasionally switch between programs while you are using AOL by either clicking on them on the WINDOWS 95/98 Taskbar or:

• 1. Hold down the ALT key on your keyboard.
• 2. Press the TAB key once while you are holding the ALT key. This will switch between the programs you have open.
• 3. Press the TAB key again or until you have the America Online screen in the forefront.

You should then be able to click on YES on the Idle Timer. Composing and reading Email are other functions that can cause the Idle Timer to become active. The reason for this is that even though you are writing and reading mail, this activity sends no information back to AOL that you are doing something. Once again, you can open a private chat room to avoid this problem. There is no way to disable this feature. In fact the use of programs that defeat the Idle timer are prohibited under Keyword: AOL's Terms of Service .

II. MODEM PROBLEMS

Follow the steps below to determine and resolve the problem.

• A. LINE NOISE
• B. ACCESS NUMBER
• C. MODEM PROFILE NOT OPTIMAL
• D. INCOMING CALL INTERRUPTED MODEM SIGNAL

A. LINE NOISE

Line noise or faulty connections can also cause this problem. For best results, your modem connection needs to be as clean as possible. This is especially true for high speed modems.

• 1. Any other devices connected to other phone jacks can create problems if your system is already marginal. Answering machines and cordless telephones cause noise on the line which can "bump" your AOL connection; try disconnecting them to see if you get better results.
• 2. Plug your modem line directly into the phone jack if you are using a surge protector or a line splitter for your phone line.
• 3. An old telephone line or other hardware at your computer site may be faulty. Make sure your lines and other hardware are connected securely.

B. ACCESS NUMBER

If you need to get new access numbers, or alternate access numbers there are several ways to do this.

• 1. Verify the local access number:
  • a. From the AOL Sign On Screen, click on SETUP.
  • b. At the Connection Setup screen highlight a number and then click EDIT.
  • c. Verify it is the correct number.
  • d. Click OK.
  • e. Follow the steps above for the other numbers listed.
• 2. To search for new access numbers:
  • a. From the AOL Sign On Screen, select a location from the SELECT LOCATION drop down menu. Click on SETUP.
  • b. From the Connection Setup screen, click on EDIT.
  • c. Click on ADD NUMBER.
  • d. In the AREA CODE field, type the Members area code.
  • e. Click on a number in the Access Numbers box on the left to highlight it, then select ADD to add it to the current location.
    NOTE: Once a number is highlighted, you can click on MORE INFO. This gives you information about the number, including SURCHARGE information for that number.
  • f. After you click on ADD, this screen shows you the number as it will be dialed. You can edit the number if you need to dial an outside line or disable call waiting by clicking on the EDIT button at the bottom of the screen.
  • g. Once you have selected alternate numbers, click on SIGN ON to get back to the Sign On Screen.
• 3. Once you do get signed on, you can also go to Keyword: HIGHSPEED or ACCESS.

C. MODEM PROFILE NOT OPTIMAL

• 1. Determine the modem model currently being used.
  • a. Click the START button on the Taskbar
  • b. Select SETTINGS, then CONTROL PANEL.
  • c. Double-click MODEMS.
  • d. Click DIAGNOSTICS.
  • e. COM ports and installed devices will be listed. Click on MODEM port, then click MORE INFO.
  • f. The modem type and modem responses to ATI commands will be displayed. NOTE: You may skip the above step if you know your modem type and go to the next step.
• 2. Verify the modem chosen in the America Online for Windows software.
  • a. Click SETUP on the Sign On Screen.
  • b. Click the CONNECTIONS tab. If the selected modem is not the model you are currently using:
  • c. Highlight the modem listed.
  • d. Click on EDIT.
  • e. Choose the appropriate modem from the list provided.
    NOTE: If the modem is not listed, use the Not Listed (Hayes Compatible) or Intel 14.4 I configurations for a standard modem setup. If neither of these initialize, check your modem manual for more information.

D. INCOMING CALL INTERRUPTED MODEM SIGNAL

Incoming calls may disconnect the modem or stop the America Online software from responding. If you have call waiting, disable it:

• 1. Click on SETUP from the America Online Sign On Screen.
• 2. Highlight the first number listed then click on the EDIT button.
• 3. Click in the box to the left of "Dial [ ] to disable call waiting.
• 4. Type *70, in the field if it is not already present.
  NOTE: Some phone companies may use a different code to disable call waiting. 1170, and #70, are other common codes. The member will need to call their local phone company to verify the exact code.
• 5. Click on OK.
• 6. Select the next number in the "LOCATIONS" tab if one exists and continue with step 2 until all of the numbers have call waiting disabled.

I'm very sorry for any inconvenience this may have caused you all. Please do bear with us. If you have any further questions or need assistance please feel free to write to us again. Thank you for taking the time to write to AOL. Please, feel free to write back anytime with questions or comments that you may have concerning America Online. It has been our pleasure assisting you.=)

Rino M.
Customer Care Consultant
Techmail Department
America Online, Inc.

P.S. Please try Keyword: AOL INSIDER for up- to- date news and tips about AOL and Keyword: QUESTIONS for answers to your AOL questions.