To eliminate all possible file conflicts, four seperate files searches must be run. If the customer says they have never had AOL on their computer, search anyway. AOL software ships with newer Macs.
Go to the 
menu and choose Find File.* This will give you a screen like this:
Type in the first of the four searches (You'll have to do them one at a time, of course). You will have to search for:
It doesn't matter if the search is performed in uppercase or not. Just run the searches. It will display the results in a window like this:
If any of the files listed below are found, have the customer click on them one time only. It will display their current location as a hierarchical list of folders, with the actual file being the last item listed (see above). If the file is listed as being inside the "Extensions" folder, it should be moved onto the desktop (that's the background screen that the 
icon is on). The files can be moved to the desktop by dragging them out of the top half of the above window and releasing them on the desktop. They will still be seen in the Items Found window, but they will have moved (provided that you can see it drag. If you can't, go into the icon, double click on the "Extensions" folder, find the file in question, and drag it to the desktop from there).
* (or possibly "Fast Find". If neither are there, you'll have to go to the "File" menu and choose "Find...". Unfortunately, this version only finds files one at a time, so kick back. Finding all the files may take a while.) Click here to go back.
Any files that the searches do find that are in the system folder but are not on this list should be brought to my attention.
Restart the computer