Error: DNS Server unreachable or unavailable
If you receive this error message on your home networking connection it means that a connection to the internet cannot be made.
In order to fix this problem, please work through the following steps:
Has your password been changed recently?
If you update the password for the screen name used to configure your modem router you must also change the password on your modem router.
Password guidelines:
1. The password must be between 6 and 8 characters long.
2. The password must consist of letters and numbers only (ie, no spaces, or special characters such as: ! £ ? % and spaces)
3. The password must be all lower case (no CAPITALS allowed)
Password guidelines:
1. The password must be between 6 and 8 characters long.
2. The password must consist of letters and numbers only (ie, no spaces, or special characters such as: ! £ ? % and spaces)
3. The password must be all lower case (no CAPITALS allowed)
Check the physical setup
Failure to connect might be caused by something as simple as a loose connection to the modem router or a filter not being plugged in properly. Check the connections are correctly set up as follows:
1. Check that the ethernet cable is securely connected to the ethernet port on the modem router and the PC. If your modem router has more than one ethernet port the cable can be inserted into any of them.
2. Connect the modem router to the broadband-enabled telephone line via the port marked DSL using your ADSL cable.
3. Ensure that all phone sockets are filtered correctly. Each phone socket that has a telephony device attached to it (this includes Sky Digital) must have a filter connected to it.
1. Check that the ethernet cable is securely connected to the ethernet port on the modem router and the PC. If your modem router has more than one ethernet port the cable can be inserted into any of them.
2. Connect the modem router to the broadband-enabled telephone line via the port marked DSL using your ADSL cable.
3. Ensure that all phone sockets are filtered correctly. Each phone socket that has a telephony device attached to it (this includes Sky Digital) must have a filter connected to it.
Check the network properties for the router
Select your operating system below for steps on how to enable the DHCP Client and DNS Client services.
Windows 7
To enable the DHCP Client and DNS Client services on a computer running Windows 7:
1. Click the Start globe and select Control Panel.
2. Select Large icons in the View by drop-down list on the right-hand side.
3. Click Administrative Tools.
4. Double-click Services.
5. Locate the DHCP Client in the list of services. Check if the status is stopped or blank.
6. If it is stopped or blank, right-click the DHCP Client and select Properties.
7. Click the Start button to start the DHCP Client service, set the Startup Type to Automatic using the drop-down list, then click Apply and OK.
8. Locate the DNS Client. Check if the status is stopped or blank.
9. If it is stopped or blank, right-click the DNS Client and select Properties.
10. Click Start to begin the DNS Client service, set the Startup Type to Automatic, then click Apply and OK.
Windows Vista
To enable the DHCP Client and DNS Client services on a computer running Windows Vista:
1. From the Start menu select Control Panel.
2. Select Classic View from the panel on the left.
3. Double-click Administrative Tools and then Services.
4. Click Continue at the prompt, if it appears.
5. Locate DHCP Client in the list of services and check if the status is stopped or blank.
6. If it the status is stopped or blank, right-click DHCP Client and select Properties.
7. Click the Start button to start the DHCP Client service, set the Startup Type to Automatic and then click Apply and OK.
8. Locate DNS Client and check if the status is stopped or blank.
9. If the status is stopped or blank, right-click the DNS Client and select Properties.
10. Click Start to begin the DNS Client service, set the Startup Type to Automatic, then click Apply and OK.
Windows XP
To enable the DHCP Client and DNS Client services on a computer running Windows XP:
1. Click Start and select Control Panel.
2. Select Classic View from the panel on the left.
3. Double-click Administrative Tools and then Services.
4. Locate the DHCP Client in the list of services and check if the status is stopped or blank.
5. If the status is stopped or blank, right-click DHCP Client and select Properties.
6. Click the Start button to start the DHCP Client service, set the Startup Type to Automatic, then click Apply and OK.
7. Locate DNS Client and check if the status is stopped or blank.
8. If the status is stopped or blank, right-click DNS Client and select Properties.
9. Click Start to start the DNS Client service, set Startup Type to Automatic, then click Apply and OK.
Windows 2000
To enable the DHCP Client and DNS Client services on a computer running Windows 2000:
1. Click Start, then select Settings and Control Panel.
2. Double-click Administrative Tools and then Services.
3. Locate DHCP Client in the list and check if the status is stopped or blank.
4. If the status is stopped or blank, right-click DHCP Client and select Properties.
5. Click the Start button to start the DHCP Client service and set the Startup Type to Automatic.
6. Click Apply and then click OK.
7. Locate DNS Client and check if the status is stopped or blank.
8. If the status is stopped or blank, right-click DNS Client and select Properties.
9. Click Start to start the DNS Client service and set the Startup Type to Automatic.
10. Click Apply and then click OK.
Windows 7
To enable the DHCP Client and DNS Client services on a computer running Windows 7:
1. Click the Start globe and select Control Panel.
2. Select Large icons in the View by drop-down list on the right-hand side.
3. Click Administrative Tools.
4. Double-click Services.
5. Locate the DHCP Client in the list of services. Check if the status is stopped or blank.
6. If it is stopped or blank, right-click the DHCP Client and select Properties.
7. Click the Start button to start the DHCP Client service, set the Startup Type to Automatic using the drop-down list, then click Apply and OK.
8. Locate the DNS Client. Check if the status is stopped or blank.
9. If it is stopped or blank, right-click the DNS Client and select Properties.
10. Click Start to begin the DNS Client service, set the Startup Type to Automatic, then click Apply and OK.
Windows Vista
To enable the DHCP Client and DNS Client services on a computer running Windows Vista:
1. From the Start menu select Control Panel.
2. Select Classic View from the panel on the left.
3. Double-click Administrative Tools and then Services.
4. Click Continue at the prompt, if it appears.
5. Locate DHCP Client in the list of services and check if the status is stopped or blank.
6. If it the status is stopped or blank, right-click DHCP Client and select Properties.
7. Click the Start button to start the DHCP Client service, set the Startup Type to Automatic and then click Apply and OK.
8. Locate DNS Client and check if the status is stopped or blank.
9. If the status is stopped or blank, right-click the DNS Client and select Properties.
10. Click Start to begin the DNS Client service, set the Startup Type to Automatic, then click Apply and OK.
Windows XP
To enable the DHCP Client and DNS Client services on a computer running Windows XP:
1. Click Start and select Control Panel.
2. Select Classic View from the panel on the left.
3. Double-click Administrative Tools and then Services.
4. Locate the DHCP Client in the list of services and check if the status is stopped or blank.
5. If the status is stopped or blank, right-click DHCP Client and select Properties.
6. Click the Start button to start the DHCP Client service, set the Startup Type to Automatic, then click Apply and OK.
7. Locate DNS Client and check if the status is stopped or blank.
8. If the status is stopped or blank, right-click DNS Client and select Properties.
9. Click Start to start the DNS Client service, set Startup Type to Automatic, then click Apply and OK.
Windows 2000
To enable the DHCP Client and DNS Client services on a computer running Windows 2000:
1. Click Start, then select Settings and Control Panel.
2. Double-click Administrative Tools and then Services.
3. Locate DHCP Client in the list and check if the status is stopped or blank.
4. If the status is stopped or blank, right-click DHCP Client and select Properties.
5. Click the Start button to start the DHCP Client service and set the Startup Type to Automatic.
6. Click Apply and then click OK.
7. Locate DNS Client and check if the status is stopped or blank.
8. If the status is stopped or blank, right-click DNS Client and select Properties.
9. Click Start to start the DNS Client service and set the Startup Type to Automatic.
10. Click Apply and then click OK.
If you are connecting wirelessly, check the network properties for the wireless adapter
To check the network properties for your wireless adapter using Windows 7, follow these steps:
1. Click the Start globe and then select Control Panel.
2. Select Large icons in the View by drop-down list on the right-hand side.
3. Click Network and Sharing Center.
4. In the left-hand panel, click Change adapter settings.
5. Right-click the wireless network connection and select Properties on the menu.
6. Select Internet Protocol Version 6 (TCP/IPv6) and click Properties.
7. Select the options for Obtain an IPv6 address automatically and Obtain DNS server address automatically.
8. Click the OK button.
9. Select Internet Protocol Version 4 (TCP/IPv4) and click Properties.
10. Select the options for Obtain an IP address automatically and Obtain DNS server address automatically.
11. Click the OK button.
12. Click the Close button.
To check the network properties for your wireless adapter using Windows XP, follow these steps:
1. Click on Start, Settings and Control Panel.
2. Double-click on Network Connections.
3. Right-click on Wireless Network Connection and left-click on Properties.
4. Select Internet Protocol (TCP/IP) and click on Properties.
5. Ensure that Obtain an IP Address automatically is selected and click OK.
6. Click OK.
To check the network properties for your wireless adapter using Windows 2000, follow these steps:
1. Click on Start, Settings and Network and Dial-Up Connections.
2. Hold your mouse over each Local Area Connection to locate the wireless adapter Local Area Connection.
3. Right-click on this Local Area Connection and select Properties.
4. Select Internet Protocol (TCP/IP) and click on Properties.
5. Ensure that Obtain an IP Address automatically is selected and click OK.
6. Click OK.
To check the network properties for your wireless adapter using Windows 98/ME, follow these steps:
1. Click on Start, Settings and Control Panel.
2. In the Control Panel double click on Network.
3. Select your wireless adapter and click Properties.
4. Ensure that Obtain an IP address automatically is selected and click OK.
5. Click OK.
1. Click the Start globe and then select Control Panel.
2. Select Large icons in the View by drop-down list on the right-hand side.
3. Click Network and Sharing Center.
4. In the left-hand panel, click Change adapter settings.
5. Right-click the wireless network connection and select Properties on the menu.
6. Select Internet Protocol Version 6 (TCP/IPv6) and click Properties.
7. Select the options for Obtain an IPv6 address automatically and Obtain DNS server address automatically.
8. Click the OK button.
9. Select Internet Protocol Version 4 (TCP/IPv4) and click Properties.
10. Select the options for Obtain an IP address automatically and Obtain DNS server address automatically.
11. Click the OK button.
12. Click the Close button.
To check the network properties for your wireless adapter using Windows XP, follow these steps:
1. Click on Start, Settings and Control Panel.
2. Double-click on Network Connections.
3. Right-click on Wireless Network Connection and left-click on Properties.
4. Select Internet Protocol (TCP/IP) and click on Properties.
5. Ensure that Obtain an IP Address automatically is selected and click OK.
6. Click OK.
To check the network properties for your wireless adapter using Windows 2000, follow these steps:
1. Click on Start, Settings and Network and Dial-Up Connections.
2. Hold your mouse over each Local Area Connection to locate the wireless adapter Local Area Connection.
3. Right-click on this Local Area Connection and select Properties.
4. Select Internet Protocol (TCP/IP) and click on Properties.
5. Ensure that Obtain an IP Address automatically is selected and click OK.
6. Click OK.
To check the network properties for your wireless adapter using Windows 98/ME, follow these steps:
1. Click on Start, Settings and Control Panel.
2. In the Control Panel double click on Network.
3. Select your wireless adapter and click Properties.
4. Ensure that Obtain an IP address automatically is selected and click OK.
5. Click OK.
Check your firewall software
An active firewall on your computer could restrict the AOL software from making a connection. If you have firewall software installed, please configure it to allow the AOL software to access the internet.
Select your firewall below for steps on how to modify the firewall security to allow the AOL software to work with the firewall software. We recommend that you contact the firewall software supplier if you require any further information.
Windows 7
To configure your Windows 7 firewall to allow the AOL software to connect to the internet, take the following steps:
1. Click Start and select Control Panel.
2. Select Large icons in the View by drop-down list on the right-hand side.
3. Click Windows Firewall.
4. Click the Allow a program or feature through Windows firewall link on the left-hand panel.
5. Click Change settings.
6. Tick the following programs: AOL 9.0 VR, AOL System Information and AOL TopSpeed.
7. Click OK. Your Windows Firewall is now set to allow the AOL software.
Windows Firewall
To configure your Windows firewall to allow the AOL software to connect to the internet, take the following steps:
1. Click Start and select Control Panel.
2. Select Classic View from the panel on the left.
3. Double-click Windows Firewall.
4. Select the Exceptions tab.
Windows Vista users: Select Allow a program through Windows Firewall.
5. Click the Add Program button.
6. Select AOL and click OK.
7. Click the Add Program button again.
8. Select AOL System Information and click OK.
9. Click OK again.
McAfee® Personal Firewall
To configure your McAfee® Personal Firewall to allow the AOL software to connect to the internet, take the following steps:
1. Right-click the McAfee Personal Firewall icon in the system tray (in the bottom right-hand corner of the screen).
2. Select Options and then click Internet Applications.
3. Select AOL and click Allow Full Access.
4. Repeat this for all AOL programs that are listed in Internet Applications.
McAfee® 2007
To configure your McAfee® 2007 firewall to allow the AOL software to connect to the internet, take the following steps:
1. Open the McAfee Security Suite.
2. Click Internet and Network.
3. Click Configure and then click Advanced.
4. Select Program Permissions.
5. Select an AOL application that is blocked and then click Grant Full Access.
6. Repeat this for all blocked AOL applications.
7. Click OK and close the McAfee Security Suite.
Norton 2003/2005
To configure your Norton 2003/2005 firewall to allow the AOL software to connect to the internet, take the following steps:
1. Open Norton Internet Security/Personal Firewall.
2. Click Personal Firewall.
3. Click Configure and then select the Programs tab.
4. Select AOL Program Files and set them to Permit All.
5. Click OK and close Norton Internet Security.
Note: We have had some reports that the AOL software will not work with Norton Firewall. If this is the case, leave the firewall disabled and contact Norton technical support about the issue.
Norton Firewall 2007
To configure your Norton 2007 firewall to allow the AOL software to connect to the internet, take the following steps:
1. Click Start and select Control Panel.
2. Select Classic View from the panel on the left.
3. Double-click Windows Firewall.
4. Select the Exceptions tab.
Windows Vista users: Select Allow a program through Windows Firewall.
5. Click the Add Program button.
6. Select AOL and click OK.
7. Click the Add Program button again.
8. Select AOL System Information and click OK.
9. Click OK again.
Note: We have had some reports that the AOL software will not work with Norton Firewall. If this is the case, leave the firewall disabled and contact Norton technical support about the issue.
ZoneAlarm 2.6 or 3.0
To configure your ZoneAlarm 2.6 or 3.0 firewall to allow the AOL software to connect to the internet, take the following steps:
1. Right-click the ZoneAlarm icon in the system tray and select ZoneAlarm Control Centre.
Note: If the ZoneAlarm icon is not present, you can run the program from the Start menu.
2. Click the Security or Firewall button.
3. Using the slider bar, set the Internet Settings to Medium.
4. Click the Program button.
5. Right-click WAOL.EXE (AOL) and select Remove.
Repeat this for the following files:
-- aoltpspd.exe
-- AOLacsd.exe
-- AOLDial.exe
6. Restart the AOL software and when ZoneAlarm asks to grant it access, click Yes.
BlackICE
To configure your BlackICE firewall to allow the AOL software to connect to the internet, take the following steps:
1. Open BlackICE Advanced Application Protection Settings.
2. Click Tools and then click Find.
3. Type waol.exe and click Find Next.
4. Once the file is found, check that Application Control and Communications Control are blank.
5. Repeat this process for the following files:
-- aoltpspd.exe
-- AOLacsd.exe
-- AOLDial.exe
6. Close the window and try connecting to the internet again.
PC-cillin
To configure your PC-cillin firewall to allow the AOL software to connect to the internet, take the following steps:
1. Open PC-cillin and select the Advanced tab.
2. Select Internet Traffic Control from the menu on the left.
3. Ensure that the Halt Internet Traffic button is not active.
4. Click Settings and then click Personal Firewall.
5. Click Security Level and make sure the security level is not set to High, as this will block incoming and outgoing traffic.
6. In the Exceptions List under the Description column, select AOL Connection.
7. Close and exit the Settings window.
8. Restart your computer and try to sign on to the internet again.
AVG Firewall
To configure your AVG Firewall to allow the AOL software to connect to the internet, take the following steps:
1. Open the AVG Control Centre.
2. Highlight Firewall and then click Configure and Applications.
3. If any AOL entries are listed, highlight each one and select Allow.
4. If no AOL entries are listed, click Add Application.
5. Click [ ... ], next to the Application Path box.
6. Navigate to C:\Program Files\AOL 9.0\.
7. Add and allow aol.exe, aoltray.exe and waol.exe.
8. Navigate to C:\Program Files\Common Files\AOL\.
9. Add and allow aoltpsdp.exe.
10. Navigate to C:\Program Files\Common Files\AOL\ACS\.
11. Add and allow aoldial.exe, acsd.exe, and aolacsd.exe.
12. When all of the AOL applications are added, click OK.
13. Close the AVG Control Centre.
Select your firewall below for steps on how to modify the firewall security to allow the AOL software to work with the firewall software. We recommend that you contact the firewall software supplier if you require any further information.
Windows 7
To configure your Windows 7 firewall to allow the AOL software to connect to the internet, take the following steps:
1. Click Start and select Control Panel.
2. Select Large icons in the View by drop-down list on the right-hand side.
3. Click Windows Firewall.
4. Click the Allow a program or feature through Windows firewall link on the left-hand panel.
5. Click Change settings.
6. Tick the following programs: AOL 9.0 VR, AOL System Information and AOL TopSpeed.
7. Click OK. Your Windows Firewall is now set to allow the AOL software.
Windows Firewall
To configure your Windows firewall to allow the AOL software to connect to the internet, take the following steps:
1. Click Start and select Control Panel.
2. Select Classic View from the panel on the left.
3. Double-click Windows Firewall.
4. Select the Exceptions tab.
Windows Vista users: Select Allow a program through Windows Firewall.
5. Click the Add Program button.
6. Select AOL and click OK.
7. Click the Add Program button again.
8. Select AOL System Information and click OK.
9. Click OK again.
McAfee® Personal Firewall
To configure your McAfee® Personal Firewall to allow the AOL software to connect to the internet, take the following steps:
1. Right-click the McAfee Personal Firewall icon in the system tray (in the bottom right-hand corner of the screen).
2. Select Options and then click Internet Applications.
3. Select AOL and click Allow Full Access.
4. Repeat this for all AOL programs that are listed in Internet Applications.
McAfee® 2007
To configure your McAfee® 2007 firewall to allow the AOL software to connect to the internet, take the following steps:
1. Open the McAfee Security Suite.
2. Click Internet and Network.
3. Click Configure and then click Advanced.
4. Select Program Permissions.
5. Select an AOL application that is blocked and then click Grant Full Access.
6. Repeat this for all blocked AOL applications.
7. Click OK and close the McAfee Security Suite.
Norton 2003/2005
To configure your Norton 2003/2005 firewall to allow the AOL software to connect to the internet, take the following steps:
1. Open Norton Internet Security/Personal Firewall.
2. Click Personal Firewall.
3. Click Configure and then select the Programs tab.
4. Select AOL Program Files and set them to Permit All.
5. Click OK and close Norton Internet Security.
Note: We have had some reports that the AOL software will not work with Norton Firewall. If this is the case, leave the firewall disabled and contact Norton technical support about the issue.
Norton Firewall 2007
To configure your Norton 2007 firewall to allow the AOL software to connect to the internet, take the following steps:
1. Click Start and select Control Panel.
2. Select Classic View from the panel on the left.
3. Double-click Windows Firewall.
4. Select the Exceptions tab.
Windows Vista users: Select Allow a program through Windows Firewall.
5. Click the Add Program button.
6. Select AOL and click OK.
7. Click the Add Program button again.
8. Select AOL System Information and click OK.
9. Click OK again.
Note: We have had some reports that the AOL software will not work with Norton Firewall. If this is the case, leave the firewall disabled and contact Norton technical support about the issue.
ZoneAlarm 2.6 or 3.0
To configure your ZoneAlarm 2.6 or 3.0 firewall to allow the AOL software to connect to the internet, take the following steps:
1. Right-click the ZoneAlarm icon in the system tray and select ZoneAlarm Control Centre.
Note: If the ZoneAlarm icon is not present, you can run the program from the Start menu.
2. Click the Security or Firewall button.
3. Using the slider bar, set the Internet Settings to Medium.
4. Click the Program button.
5. Right-click WAOL.EXE (AOL) and select Remove.
Repeat this for the following files:
-- aoltpspd.exe
-- AOLacsd.exe
-- AOLDial.exe
6. Restart the AOL software and when ZoneAlarm asks to grant it access, click Yes.
BlackICE
To configure your BlackICE firewall to allow the AOL software to connect to the internet, take the following steps:
1. Open BlackICE Advanced Application Protection Settings.
2. Click Tools and then click Find.
3. Type waol.exe and click Find Next.
4. Once the file is found, check that Application Control and Communications Control are blank.
5. Repeat this process for the following files:
-- aoltpspd.exe
-- AOLacsd.exe
-- AOLDial.exe
6. Close the window and try connecting to the internet again.
PC-cillin
To configure your PC-cillin firewall to allow the AOL software to connect to the internet, take the following steps:
1. Open PC-cillin and select the Advanced tab.
2. Select Internet Traffic Control from the menu on the left.
3. Ensure that the Halt Internet Traffic button is not active.
4. Click Settings and then click Personal Firewall.
5. Click Security Level and make sure the security level is not set to High, as this will block incoming and outgoing traffic.
6. In the Exceptions List under the Description column, select AOL Connection.
7. Close and exit the Settings window.
8. Restart your computer and try to sign on to the internet again.
AVG Firewall
To configure your AVG Firewall to allow the AOL software to connect to the internet, take the following steps:
1. Open the AVG Control Centre.
2. Highlight Firewall and then click Configure and Applications.
3. If any AOL entries are listed, highlight each one and select Allow.
4. If no AOL entries are listed, click Add Application.
5. Click [ ... ], next to the Application Path box.
6. Navigate to C:\Program Files\AOL 9.0\.
7. Add and allow aol.exe, aoltray.exe and waol.exe.
8. Navigate to C:\Program Files\Common Files\AOL\.
9. Add and allow aoltpsdp.exe.
10. Navigate to C:\Program Files\Common Files\AOL\ACS\.
11. Add and allow aoldial.exe, acsd.exe, and aolacsd.exe.
12. When all of the AOL applications are added, click OK.
13. Close the AVG Control Centre.
Check your PC for spyware
Spyware is a prime cause of connection problems and can slow down your computer. We recommend that you run spyware protection such as Ad-Aware or Spybot - Search & Destroy regularly.
For more information about spyware, see Safety, Security & Privacy Help.
For more information about spyware, see Safety, Security & Privacy Help.
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Further Assistance
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| Spyware protection |
| Internet & web browser |
| Unexpected disconnections |
| Cables, filters & accessories |
| Accessing AOL from overseas |
| Uninstalling and reinstalling AOL |
| View all >> |
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