Evelyn was having an unusual problem on both of her computers. Facebook itself still worked, but when she opened it through AOL Desktop Gold, the program would no longer remember her saved password.

Nothing suggested that the Facebook account had been taken over or that the password itself was wrong. AOL Desktop Gold’s pop-up blocker was preventing the prompt asking whether she wanted the password remembered from appearing. Because that question never appeared, the program never had the opportunity to save the login normally.

AOL Desktop Gold includes a Clear Footprints feature for removing browsing history and other saved website information. I used that feature to clear the outdated data that was interfering with the login.

Once the stored information was removed, Facebook could save and use the login normally again. I made the same correction on Evelyn’s second computer so the problem would not continue there.

This is a good example of why a repeated password prompt does not always mean the password needs to be changed. Sometimes the account is fine, but the browser or desktop program is holding onto damaged or conflicting login information.

Related service: Computer Cleanup and Browser Help.