Troubleshooting connection issues

Alerts and notices

For a local or network installation only

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

If these methods do not resolve your issue, call Customer Service 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 an update is available for your application but CS Connect did not download it, try deleting and reinstalling the 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.

  • Accounting CS: Choose File > CS Connect, click the Connect 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 application 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 are having difficulty connecting directly via a dial-up modem, try the following:

  • Verify that your modem is working properly. To do so, press the Windows key + R, type devmgmt.msc and press Enter. 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.