Problems installing the modem router
If you are having problems installing your modem router please follow the steps below.
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 settings
Select your operating system below for steps on how to enable the DHCP Client and DNS Client services.
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 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.
Setup a TCP/IP location for the router to connect with
AOL 9.0
1. On the Sign On screen, click on Sign On Options.
2. Click on Add Location.
3. Enter the new location name, and click Next.
4. Click on Change Connection Device.
5. Select Broadband (High-Speed, Cable, DSL, or other ISP) and click OK.
6. Click on Next.
7. Now try to sign on.
AOL 8.0
1. On the Sign On screen, click on Setup.
2. Click on Add Location.
3. Setup the new location details, and click Next.
4. Click OK.
5. Now try to sign on.
1. On the Sign On screen, click on Sign On Options.
2. Click on Add Location.
3. Enter the new location name, and click Next.
4. Click on Change Connection Device.
5. Select Broadband (High-Speed, Cable, DSL, or other ISP) and click OK.
6. Click on Next.
7. Now try to sign on.
AOL 8.0
1. On the Sign On screen, click on Setup.
2. Click on Add Location.
3. Setup the new location details, and click Next.
4. Click OK.
5. Now try to sign on.
Repair AOL Connectivity Services
Select your operating system for step-by-step instructions on how to repair the AOL Connectivity Service (ACS). Once the ACS has been repaired, follow the steps below to set up a new broadband location.
Windows Vista
To repair the ACS on a computer running Windows Vista, take the following steps:
1. Click the Start globe, in the search box type services.msc and press Enter on the keyboard.
2. Click Continue at the prompt.
3. In the list of sevices, locate AOL Connectivity Service. Then, right-click it and select Stop.
4. Close the Services window.
5. Click the Start globe again and select Control Panel.
6. Select Classic View from the panel on the left and double-click Folder Options.
7. Select the View tab and ensure that Show hidden files and folders is selected.
8. Untick Hide protected operating system files and click OK.
9. Click the Start globe again, and this time select Computer.
10. Double-click Local Disk (C:), and then double-click the Program Data folder.
11. Double-click AOL and then double-click ACS.
12. Right-click the folder labelled 1.0 and select Delete.
13. Click Yes to confirm the deletion and restart the AOL software. Then, follow the steps below to set up a new broadband location.
All other versions of Windows
To repair the ACS on all other versions of Windows, take the following steps:
1. Right-click the AOL icon in the system tray (in the bottom right-hand corner of the screen, next to the system clock).
2. Select One-Click Fixes.
3. Locate Repair ACS and click the Fix it For Me button next to it.
4. Click Continue.
5. Once it has completed, click Done. Then, follow the steps below to set up a new broadband location.
Set up a new broadband location
After ACS has been repaired, you will need to set up a new location in the AOL software to connect to the internet.
To set up a new broadband location, take the following steps:
1. Open the AOL software.
2. On the sign-on screen, click Connect Options.
3. Select Create Dial-Up Location and then click Broadband/Other ISP.
4. Click Next and wait while the AOL software detects the connection.
5. Click Sign On to connect to the internet.
Windows Vista
To repair the ACS on a computer running Windows Vista, take the following steps:
1. Click the Start globe, in the search box type services.msc and press Enter on the keyboard.
2. Click Continue at the prompt.
3. In the list of sevices, locate AOL Connectivity Service. Then, right-click it and select Stop.
4. Close the Services window.
5. Click the Start globe again and select Control Panel.
6. Select Classic View from the panel on the left and double-click Folder Options.
7. Select the View tab and ensure that Show hidden files and folders is selected.
8. Untick Hide protected operating system files and click OK.
9. Click the Start globe again, and this time select Computer.
10. Double-click Local Disk (C:), and then double-click the Program Data folder.
11. Double-click AOL and then double-click ACS.
12. Right-click the folder labelled 1.0 and select Delete.
13. Click Yes to confirm the deletion and restart the AOL software. Then, follow the steps below to set up a new broadband location.
All other versions of Windows
To repair the ACS on all other versions of Windows, take the following steps:
1. Right-click the AOL icon in the system tray (in the bottom right-hand corner of the screen, next to the system clock).
2. Select One-Click Fixes.
3. Locate Repair ACS and click the Fix it For Me button next to it.
4. Click Continue.
5. Once it has completed, click Done. Then, follow the steps below to set up a new broadband location.
Set up a new broadband location
After ACS has been repaired, you will need to set up a new location in the AOL software to connect to the internet.
To set up a new broadband location, take the following steps:
1. Open the AOL software.
2. On the sign-on screen, click Connect Options.
3. Select Create Dial-Up Location and then click Broadband/Other ISP.
4. Click Next and wait while the AOL software detects the connection.
5. Click Sign On to connect to the internet.
Use the AOL Quick Restore feature
This will reset the AOL software to its original state. It's faster than uninstalling and reinstalling the AOL software.
Run a Quick Restore via the One-Click Fixes
Note: This step is for AOL 9.0 and 9.0 VR users only.
If you have One-Click Fixes installed on your computer, you can use the link below to run a quick restore. Otherwise, follow the steps below to manually run the quick restore:
Use the One-Click Fix to run a Quick Restore*
Run a Quick Restore manually
1. Right-click the AOL icon in your Windows system tray (at the bottom right-hand corner of your screen, next to the clock).
2. Select System Information.
3. Click Utilities or AOL software.
4. Select Quick Restore and click Proceed or OK.
5. Click OK when prompted.
Run a Quick Restore via the One-Click Fixes
Note: This step is for AOL 9.0 and 9.0 VR users only.
If you have One-Click Fixes installed on your computer, you can use the link below to run a quick restore. Otherwise, follow the steps below to manually run the quick restore:
Use the One-Click Fix to run a Quick Restore*
Run a Quick Restore manually
1. Right-click the AOL icon in your Windows system tray (at the bottom right-hand corner of your screen, next to the clock).
2. Select System Information.
3. Click Utilities or AOL software.
4. Select Quick Restore and click Proceed or OK.
5. Click OK when prompted.
*To use this fix, you'll need to first download the One-Click Fixes. To run the fix you must be using the AOL software or Internet Explorer. One-Click Fixes are unavailable for Windows Vista and Macintosh users.
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 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 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.
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