Error: User authentication failed (47 DUN 0691)
To fix this problem, please work through the following steps:
Restart the computer and try again
Restarting your computer will refresh the files and folders, and may help to solve the problem you are having.
Follow the instructions below to restart your computer:
1. Shut down your computer in the usual way by selecting Shut Down from the Start menu.
2. Wait 30 seconds.
3. Turn your computer back on and try to connect again.
Follow the instructions below to restart your computer:
1. Shut down your computer in the usual way by selecting Shut Down from the Start menu.
2. Wait 30 seconds.
3. Turn your computer back on and try to connect again.
Re-enter your login details in the DUN connection
Note: This step is for broadband modem users only. For example, a BT Voyager modem.
Select your operating system below for steps on how to re-enter your username and password details in the DUN connection.
Windows 7
To re-enter your username and password details in the DUN connection on a computer running Windows 7, take the following steps:
1. Click the Start button and 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 DialBB, or DialNB, if using a narrowband connection, and select Properties from the menu. If prompted for an administrative password or confirmation, type the password or provide confirmation.
6. Select the Options tab.
7. Tick the box labelled Prompt for name and password, certificate, etc.
8. Click OK.
9. Double-click DialBB or DialNB, as appropriate.
10. Re-enter your login details and tick Save this username & password.
11. Click Dial.
Windows Vista
To re-enter your username and password details in the DUN connection on a computer running Windows Vista, take the following steps:
1. Click Start and select Control Panel.
2. Select Classic View in the panel on the left.
3. Double-click Network and Sharing Center and then select Manage Network Connections.
4. Right-click DialBB and select Properties.
5. Select the Options tab.
6. Tick the box labelled Prompt for name and password and click OK.
7. Double-click DialBB.
8. Re-enter your username and password and tick the box labelled Save this username and password.
-- The username is usually your phone number followed by @dialbb.com. For example, 0123456789@dialbb.com.
-- The password is your AOL password.
9. Click Dial.
Windows XP
To re-enter your username and password details in the DUN connection on a computer running Windows XP, take the following steps:
1. Click Start and select Control Panel.
2. If available, select Switch to Classic View in the panel on the left.
3. Double-click Network Connections.
4. Right-click DialBB and select Properties.
5. Select the Options tab.
6. Tick the box labelled Prompt for name and password and then click OK.
7. Double-click DialBB.
8. Re-enter your username and password and tick the box labelled Save this username and password.
-- The username is usually your phone number followed by @dialbb.com. For example, 0123456789@dialbb.com.
-- The password is your AOL password.
9. Click Dial.
Windows 2000, Me and 98SE
The type of connection required to connect a broadband modem to the AOL Broadband network is not supported on Windows 2000, Me or 98SE.
If you are using Windows 2000, Me or 98SE with a broadband modem, please contact Member Services on 0844 499 5555 for help with setting up your connection. See http://myaolbroadband.co.uk/supportme for details of call charges.
Select your operating system below for steps on how to re-enter your username and password details in the DUN connection.
Windows 7
To re-enter your username and password details in the DUN connection on a computer running Windows 7, take the following steps:
1. Click the Start button and 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 DialBB, or DialNB, if using a narrowband connection, and select Properties from the menu. If prompted for an administrative password or confirmation, type the password or provide confirmation.
6. Select the Options tab.
7. Tick the box labelled Prompt for name and password, certificate, etc.
8. Click OK.
9. Double-click DialBB or DialNB, as appropriate.
10. Re-enter your login details and tick Save this username & password.
11. Click Dial.
Windows Vista
To re-enter your username and password details in the DUN connection on a computer running Windows Vista, take the following steps:
1. Click Start and select Control Panel.
2. Select Classic View in the panel on the left.
3. Double-click Network and Sharing Center and then select Manage Network Connections.
4. Right-click DialBB and select Properties.
5. Select the Options tab.
6. Tick the box labelled Prompt for name and password and click OK.
7. Double-click DialBB.
8. Re-enter your username and password and tick the box labelled Save this username and password.
-- The username is usually your phone number followed by @dialbb.com. For example, 0123456789@dialbb.com.
-- The password is your AOL password.
9. Click Dial.
Windows XP
To re-enter your username and password details in the DUN connection on a computer running Windows XP, take the following steps:
1. Click Start and select Control Panel.
2. If available, select Switch to Classic View in the panel on the left.
3. Double-click Network Connections.
4. Right-click DialBB and select Properties.
5. Select the Options tab.
6. Tick the box labelled Prompt for name and password and then click OK.
7. Double-click DialBB.
8. Re-enter your username and password and tick the box labelled Save this username and password.
-- The username is usually your phone number followed by @dialbb.com. For example, 0123456789@dialbb.com.
-- The password is your AOL password.
9. Click Dial.
Windows 2000, Me and 98SE
The type of connection required to connect a broadband modem to the AOL Broadband network is not supported on Windows 2000, Me or 98SE.
If you are using Windows 2000, Me or 98SE with a broadband modem, please contact Member Services on 0844 499 5555 for help with setting up your connection. See http://myaolbroadband.co.uk/supportme for details of call charges.
Configure the firewall to allow AOL 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.
Remove any spyware from the computer
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.
