Critics call software ‘upgrade of death’

Friday, Jan. 21, 2000 | 12:04 p.m.

THE ASSOCIATED PRESS

WASHINGTON -- The latest software from America Online Inc., the world's largest Internet provider, can prevent customers from using rival online services or corporate connections, enraging smaller competitors and even some of AOL's own subscribers.

Critics contend that version 5.0 of America Online's Internet software -- which a national technology magazine this week suggested was "the upgrade of death" -- sometimes cripples existing Internet accounts with rival companies and prevents current AOL users from signing for service with competitors.

"You're faced with a company that knew its software would blow up the ability of its competitors," charged Bill Kirkner, chief technology officer for Prodigy Communications Corp., an AOL competitor that has roughly 2.2 million subscribers. "We can get our customers through it if they call, but the solutions are sometimes a bit nasty to go through." These include deleting and reinstalling software, and sometimes tinkering with arcane technical settings.

America Online, with 20 million subscribers, said complaints about interference by its latest software are overblown and the result of customers not understanding that if they click yes during installation to allow AOL to become their default Internet browser, AOL largely takes over all the online functions on the computer.