Report a Problem

AIM 6.5 Screenshot If you're having problems with your AIM® service, we've got some suggestions for you
that will hopefully solve them.
 

Step 1:

Check the list of known issues. If you are using the most recent version of AIM 6.5 for Windows continue on this page. For other versions click one of the following:
If one of the issues listed describes the problem you are having, rest assured we're working hard to resolve it.
 

Step 2:

If your problem isn't listed below, or wasn't solved by upgrading your software, please click the "Submit a Report" button below to get started.
 
 

AIM 6.5 Problems

Q. After I upgraded to the new version of AIM 6.5, I was no longer able to sign on, even after trying different screen names.
Q. I have selected the 'Use the Enter key to send IMs' option. Why do I see carriage returns when I press enter?
Q. Why does the video camera on my computer not work with AIM 6.5?
Q. While using an HP webcam, no video is transmitted and an error message states that the camera is already in use by another application.
Q. Attempts to start an audio/video chat with an iChat user result in a "Communications error" message for the iChat user.
Q. When trying to install AIM on Vista with Logitech webcam software installed, an "IS-2001" or "IS-2002" error message appears.
Q. Why does my Quickview tooltip 'stick' at times? It usually happens when I click away from my Buddy List to another window while tooltip is open. What should I do?
Q. Why are my changes to the Default Font in General IM Settings not applied to my Buddy Info?
Q. I don't see my AOL Toolbar after installing AIM 6.5. Where is it?
Q. When I move my mouse over a buddy in the Buddy List, AIM crashes.
Q. When I open the My Buddy Info window to make changes, it is empty.
Q. After a while, the Windows 'Default Beep' sound plays when buddies without an Expression Sound sign on or off.
Q. When trying to sign on with a Mac.com account, a "Connection failed" message appears.
Q. Enhanced IM features do not always connect.
Q. Your own Expression sometimes does not appear next to the IM compose field.
Q. When the %N %D %T codes are used in Buddy Info, they are not converted to the viewing user's Screen Name, date, and time.
Q. When sending a network pathname ("\\servername\filename") in an IM, the message is not received.
Q. Address Book contents never load.
Q. The AIM user interface does not look as expected (plain gray colors, without visual enhancements).
Q. A "Connection failed" message appears when trying to sign on.
Q. A "Settings error before sign in" message appears when trying to sign on.
Q. A crash sometimes occurs when sending or receiving an IM.
Q. I have installed the latest version of AIM, and would like to remove the older AIM Triton.
Q. Instant Images (picture sharing) is giving an error message that my buddy's version of AIM does not support the feature.
 
Date entered: 12/04/2006
 
Q: After I upgraded to the new version of AIM 6.5, I was no longer able to sign on, even after trying different screen names.
A: The most likely causes of login failures with AIM 6 are:
a.)  Personal firewall software on your computer. Many firewalls need to be configured to allow upgraded software to connect to the Internet because they can't be sure that the program is the same. Try temporarily shutting down the firewall to determine if it's the culprit. If AIM is able to login with the firewall disabled, follow the documentation for your firewall software in order to add the new version of AIM to the firewall's list of permitted applications. If advanced configuration of the firewall is needed, set it to allow incoming and outgoing connections for TCP+UDP on ports 443.
b.)  Corporate firewall configuration. If you are trying to use AIM in an environment such as a business or school, ask the network administrator to set the corporate firewall to allow incoming and outgoing connections for TCP+UDP on ports 443.
c.)  Proxy configuration. If your Internet connection uses a proxy server, enter the proxy configuration in the AIM Connection Settings (via the Settings link on the Sign On screen). If AIM 5.9 works and AIM 6 still does not, check the proxy configuration in AIM 5.9 (click the Connection button in the "Sign In/Off" Preference category in AIM 5.9). Note that password-protected proxies are not yet supported by AIM 6.
d.)  Your computer's date is set incorrectly. To check the date, double-click the clock at the far end of the Windows taskbar (by default this is at the bottom-right corner of the screen).
 
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Date entered: 12/03/2006
 
Q: I have selected the 'Use the Enter key to send IMs' option. Why do I see carriage returns when I press enter?
A: Try toggling the preference off and back on within General IM Settings. If the problem persists, take the following steps:
 
1. Exit AIM.
2. In Windows Explorer, open the following folder:
Windows 2K/XP: C:\Documents and Settings\[Windows_Username]\Local Settings\Application Data\AOL OCP\AIM\Storage\data\[Affected_ScreenName]\localStorage
Windows Vista: C:\Users\[Windows_Username]\AppData\Local\AOL OCP\AIM\Storage\data\[Affected_ScreenName]\localStorage
3. Delete or rename the common.cls file. (This file contains some of your AIM settings, including Away Messages. Deleting the file will permanently lose that information.)
 
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Date entered: 12/03/2006
 
Q: Why does the video camera on my computer not work with AIM 6.5?
A: Please submit a bug report with the exact brand and model of your camera. Include a note about some other applications that the camera does successfully work with.
 
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Date entered: 11/07/2007
 
Q: While using an HP webcam, no video is transmitted and an error message states that the camera is already in use by another application.
A: There is a known incompatibility with HP webcams if a Logitech webcam driver is also installed. The only known solution is to uninstall the Logitech webcam driver and restart the computer.
 
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Date entered: 11/07/2007
 
Q: Attempts to start an audio/video chat with an iChat user result in a "Communications error" message for the iChat user.
A: The routers/NATs on your respective networks may be blocking you from connecting. Rather than manually opening the blocked ports, try the following:

1.) Invite your iChat buddy to a video session and have them accept. This initial attempt will fail (your buddy will get a "Communications error" and you won't get your buddy's video), but by sending the invitation you will probably have opened the necessary ports on your router/firewall to accept A/V traffic from your buddy.
2.) Close your audio/video window, and have your iChat buddy close theirs.
3.) Have your iChat buddy invite you, and then accept the invitation. This will likely succeed, because your iChat buddy's required ports should have been opened when they sent you the invitation.

 
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Date entered: 11/07/2007
 
Q: When trying to install AIM on Vista with Logitech webcam software installed, an "IS-2001" or "IS-2002" error message appears.
A: Try to install AIM again, or install the latest Logitech webcam software.
 
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Date entered: 12/03/2006
 
Q: Why does my Quickview tooltip 'stick' at times? It usually happens when I click away from my Buddy List to another window while tooltip is open. What should I do?
A: We've identified this bug and are working to resolve the issue. In the meantime, just click anywhere in the Buddy List window and the tooltip should disappear.
 
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Date entered: 12/03/2006
 
Q: Why are my changes to the Default Font in General IM Settings not applied to my Buddy Info?
A: Changes will not appear until you delete all content and enter new content.
 
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Date entered: 07/27/2006
 
Q: I don't see my AOL Toolbar after installing AIM 6.5. Where is it?
A: AOL Toolbar may not appear until reboot. If it still doesn't appear after reboot, try reinstalling the AIM 6.5 software, shutting down all Internet Explorer windows during the installation.
 
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Date entered: 11/07/2007
 
Q: When I move my mouse over a buddy in the Buddy List, AIM crashes.
A: This may be caused by certain Buddy Icon images used by your buddies. One solution is to configure AIM to only show AOL-approved Buddy Icons by choosing the "Official Buddy Icons Only" option in the Expressions Settings (Edit:Settings from the Buddy List window). Alternatively, you can deselect the "Show buddy details on rollover in Buddy List®" option in the Buddy List Settings.
 
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Date entered: 11/07/2007
 
Q: When I open the My Buddy Info window to make changes, it is empty.
A: This is a known problem affecting some Screen Names, that we expect to fix in an upcoming version of AIM. A temporary workaround is to perform a Get Buddy Info on your own Screen Name, and then copy that content into your My Buddy Info editing window.
 
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Date entered: 11/07/2007
 
Q: After a while, the Windows 'Default Beep' sound plays when buddies without an Expression Sound sign on or off.
A: This is a known issue that we expect to fix in an upcoming version of AIM. Restarting AIM should temporarily fix it.
 
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Date entered: 11/07/2007
 
Q: When trying to sign on with a Mac.com account, a "Connection failed" message appears.
A: Retype your password on the Sign On screen.
 
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Date entered: 11/07/2007
 
Q: Enhanced IM features do not always connect.
A: This is a known issue with certain proxy, firewall, or router/NAT configurations. We expect to fix this for most configurations in an upcoming version of AIM.
 
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Date entered: 11/07/2007
 
Q: Your own Expression sometimes does not appear next to the IM compose field.
A: This is a known issue that we expect to fix in an upcoming version of AIM.
 
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Date entered: 11/07/2007
 
Q: When the %N %D %T codes are used in Buddy Info, they are not converted to the viewing user's Screen Name, date, and time.
A: Make sure to enter these codes in lowercase (%n %d %t).
 
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Date entered: 11/07/2007
 
Q: When sending a network pathname ("\\servername\filename") in an IM, the message is not received.
A: Leave off one or both of the leading backslashes, or avoid typing a space or carriage return after the pathname, to prevent it from being automatically hyperlinked.
 
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Date entered: 11/07/2007
 
Q: Address Book contents never load.
A: One of your AIM preference files may have become corrupted. The following steps may correct the problem:

1.) Exit AIM.
2.) In Windows Explorer, open the following folder:
Windows 2K/XP: C:\Documents and Settings\[Windows_Username]\Local Settings\Application Data\AOL OCP\AIM\Storage\data\[Affected_ScreenName]\localStorage
Windows Vista: C:\Users\[Windows_Username]\AppData\Local\AOL OCP\AIM\Storage\data\[Affected_ScreenName]\localStorage
3.) Delete or rename the common.cls file. (This file contains some of your AIM settings, including Away Messages. Deleting the file will permanently lose that information.)

 
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Date entered: 11/07/2007
 
Q: The AIM user interface does not look as expected (plain gray colors, without visual enhancements).
A: This is expected if a screen reader is active. It will also occur if certain other accessibility applications are in use, such as Vista's speech recognition.
 
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Date entered: 11/07/2007
 
Q: A "Connection failed" message appears when trying to sign on.
A: Make sure that your computer's clock is set to the correct date. You can adjust this via the clock icon in the system tray on the Windows taskbar.
 
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Date entered: 11/07/2007
 
Q: A "Settings error before sign in" message appears when trying to sign on.
A: This may be caused by having your My Documents folder set to a disconnected drive. If that is not the case, please submit a bug report.
 
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Date entered: 11/07/2007
 
Q: A crash sometimes occurs when sending or receiving an IM.
A: There is a known conflict with SuperBuddy™ Icons and older versions of McAfee® SiteAdvisor™. If you have SiteAdvisor™ installed, please upgrade it to the latest version. Alternatively, you can uninstall the SiteAdvisor™ software or deselect the "Display SuperBuddy™ Icons" option in AIM's Expression Settings (Edit:Settings from the Buddy List window).
 
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Date entered: 11/07/2007
 
Q: I have installed the latest version of AIM, and would like to remove the older AIM Triton.
A: Use the "AOL Uninstaller" item in the "Add/Remove Programs" or "Programs and Features" control panel to remove "AIM". The AOL Uninstaller will not affect newer versions of AIM.
 
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Date entered: 11/07/2007
 
Q: Instant Images (picture sharing) is giving an error message that my buddy's version of AIM does not support the feature.
A: Make sure that both you and your buddy are using the latest version of AIM.
 
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See other known issues