Troubleshooting connection issues

Alerts and notices
Leave feedback

Contact information (optional):

Leave this blank:

Please tell us how we can make this information more helpful.

Characters left:

Important reminder!

Licenses for Payroll CS, Trial Balance CS, and Write-Up CS (but not Engagement CS) permanently expired on March 1, 2017.

For details, see CSA license expiration 2017 – frequently asked questions.

Some processes documented in the Help & How-To Center are no longer applicable, due to the discontinuation of these CSA modules.

If you have difficulty using CS Connect to connect to the servers at our network of secure data centers, use the following information to identify and resolve issues.

If these methods do not resolve your issue, call CS Support at 800.968.0600 and follow the prompts to speak with a representative.

  • Test your connection. All tests must be successful for your connection to operate correctly.
  • Close all programs and try to connect again.
  • Restart your computer and try to connect again.
  • If your computer is connected to a network, try connecting from a different computer to determine whether the problem is with your local computer or with the network.
  • If AOL is your Internet service provider (ISP), try connecting through a direct (LAN) connection.
  • If a software update is available for your application but CS Connect did not download it, try deleting and reinstalling the software updates.
  • Disable all firewall, Internet security, and spyware programs to see if these applications are causing problems with your connection. Be sure to re-enable these products when you finish troubleshooting.

If your computer connects to the Internet using a proxy server, make sure the HTTP proxy address and port number settings for CS Connect match your Internet Explorer settings. Complete the following steps to view these settings.

  • CSA: Choose File > CS Connect, click the Communications Setup button, and then click the Proxy Settings button.
  • Internet Explorer: Choose Tools > Internet Options, click the Connections tab, and then click the LAN settings button.

If your network uses a Microsoft proxy server, verify that the client software is installed locally on each computer that uses CS Connect and that ports 80 and 443 are open to outbound requests and inbound replies.

If you have difficulty connecting directly using a modem, try the following solutions.

  • Check for problems with your telephone line by unplugging the telephone cord from the back of your computer and plugging it into a telephone. Call our servers at 651-687-8534 and verify that you hear a modem tone. If you do not hear a modem tone, verify whether you need to dial any additional numbers to access an outside line; if necessary, contact your telephone company to see if there is a problem with your line.
  • Verify that your modem is working properly. To do so, right-click My Computer and choose Properties. Click the Hardware tab, and then click the Device Manager button. (In Windows 7 and Vista, right-click Computer in the Start menu and choose Properties. Then click Device Manager in the Tasks list.) In the Device Manager dialog, right-click the modem and choose Properties to view the status of your modem.
  • Contact the modem manufacturer for diagnostic testing.

If your computer uses a direct (LAN) connection via DSL, T1/T3, or cable and you have difficulty connecting, open an Internet browser and try accessing a website to verify that you are not working offline. If you are offline, you will get a message asking if you want to connect. Choose Yes.

See also: Overview of CS Connect

Share This