Some of America Online's 23 million users are complaining that they can't connect or stay connected to the service, a problem caused by a glitch in the newly released Windows Millenium Edition.
Microsoft officials acknowledge the problem and have created a "quick-fix" file they say will take care of the bug, which is caused by incompatibilities between Windows ME and AOL when the computer is using a Windows Driver Model modem.
These inexpensive modems work only under Windows and are common in many consumer-grade computers shipped by large manufacturers.
Users have reported to Microsoft that it takes repeated attempts to connect to AOL while running Windows ME. Even after connecting, some computers have dropped the connection after 10 or 15 minutes, or in other cases, the computers lock up and won't respond.
"We believe that it's affecting a relatively small group of people," said Art Pettigrue, product manager for Microsoft's Consumer Windows Division. "It's a simple fix. We don't consider it a major bug."
However, Microsoft has posted a notice about the glitch at the top of its Windows ME support page. The scope of the problem could grow considerably because Windows ME is being installed on most PCs produced by major manufacturers. Dell, the country's largest PC maker, is now including a year of AOL service with many of its new machines.
Microsoft is telling Windows ME users who have trouble with AOL to make a toll call to its technical support line (425-635-3311) and ask for a file that will fix the problem. When a reporter called, it took 18 minutes to work through the phone menu, explain the problem and arrange to have an e-mail sent containing a link to the file on Microsoft's Web site.
Microsoft warns that the patch hasn't been fully tested, which is why its location hasn't been announced to the general public.
Pettigrue said he was unable to provide information on the number of computers affected or how many people have called Microsoft to complain. Windows ME, released Sept. 14, is the latest version of the company's ubiquitous operating system.
Rich D'Amato, an AOL spokesman, said he didn't think the glitch was a serious one. But enough subscribers have called AOL's support number to prompt the company to alert tech staff members of the problem.
The glitch has sparked growing chatter in various news groups and message boards. On recent postings in newsgroups at deja.com, Windows ME users criticized Microsoft for not telling the public about the problem in its instruction guides even though it was identified two days before the operating system was released.
Several also said they were having extraordinary difficulty finding the fix file, which is mentioned on Microsoft's product support Web page. But the page doesn't post a link to the file or directions for finding it.
"The numbers are so low in terms of people needing it, that our tech support group can manage and handle giving it out on a one-on-one basis," Pettigrue said.
Microsoft's fix can be found at this address:
ftp://hotfix.microsoft.com/windows/Windo ws_Millenium_Edition/nosp/Q272016/Q272016_ENU_i386_zip.exe
