Troubleshooting connection issues

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Use the following information to identify and resolve issues.

Note: If this information does not enable you to resolve your issue, call CS Support at 800.968.0600 and follow the prompts.

  • Test your connection. All tests must be successful for your connection to operate correctly.
  • Close all applications 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 applications to see if these applications are causing problems with your connection. Be sure to re-enable these applications 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.

  • ToolBox CS: Choose Utilities > 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 have difficulty connecting to the internet, try the following solutions.

  • Verify that the modem is working properly. To do so, open the Device Manager, right-click the modem, and choose Properties to view the status of the modem. How you open the Device Manager depends on which operating system you use.
    • In Windows 10, right-click the Start button and click Device Manager.
    • In Windows 8, right-click on the Start screen and click All apps. Click Control Panel under Windows Systems, click the Hardware and Sound link, and then click Device Manager under Devices and Printers.
    • In Windows 7, right-click My Computer in the Start menu, choose Properties, and then click Device Manager in the Tasks list.
  • 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. If you are offline, you will get a message asking if you want to connect. Choose Yes.

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