If you can't access a secure site, try one or all of the following:

Set MTU size to 1450 bytes

If you are having problems connecting to secure sites like MSN, Online banking, Ebay and others you may need to change the MTU size on your modem router.

To view the steps to set the MTU size on your modem router, please select your modem router below.

Note: If you connect to the internet with a Thomson SpeedTouch modem router, please skip this step.

Netgear

To set the MTU size on your Netgear modem router, take the following steps:

1. Click Start and select Run.
2. In the Run box type http://192.168.0.1 and click OK.
3. Enter the username and password.
Note: By default, the username is admin and the password is password. If you ever changed these login details please enter the new user name and password.
4. In the menu on the left, under Advanced, select WAN Setup.
5. Change the MTU Size to 1450 and click Apply.

D-Link DSL-2640R

To set the MTU size on your D-Link DSL 2640R modem router, take the following steps:

1. Open a web browser such as Internet Explorer.
2. Type http://192.168.1.1 into the Address bar and press Enter on your keyboard.
3. Enter the username and password and click OK.
Note: The default username and password are both admin.
4. Select Advanced from the menu on the left and click OK.
5. Enter 1450 into the MTU box.
6. Click Connect at the bottom of the page, and then click OK.

Clear the browser cache

Incorrect log-in

When you sign in to a secure site, you are generally asked to identify yourself. This is often done using a user name and password (the same as you do with AOL). If you mistype the information (for example, mistyping the password), the site should deny you access. If you are denied access to a site, there are a number of things you can check:

- Make sure you have the correct user name (or identification) and password
- Make sure your keyboard is responding correctly (try typing the information in Notepad)
- Restart the computer and see if that helps
- Contact the owner of the site to verify your log-in details.


Check your version of Internet Explorer

You must be using Internet Explorer 6.0 or higher. By default if you are running AOL 9.0 VR and/or Windows XP you will already have Internet Explorer 6.0.

To check your version of Internet Explorer:

1. Open Internet Explorer using the icon on the desktop or by clicking Start, All Programs and Internet Explorer.
2. Click Help on the toolbar, then click About Internet Explorer.
3. Check the Version number. This should be 6.0 or higher.
4. Check the Cipher Strength. This should be 128-bit or higher.

If you are not running Internet Explorer 6.0

When checking the version number of Internet Explorer, click the update link and follow the on-screen instructions to upgrade your current version of Internet Explorer. If you do not have 128-bit encryption, install a copy of AOL 9.0 that will upgrade your Internet Explorer to 128-bit encryption.


Visit AOL Keyword: Secure fix

1. Sign on using your AOL software.
2. Visit AOL Keyword: Secure Fix.
3. Restart the AOL software and try to access a secure website.


Check Parental Controls

1. Sign on to the AOL software and visit http://parentalcontrols.aol.co.uk.
2. Click the Screen Name that is having trouble accessing secure sites. If this includes all your screen names, then each one will need to be checked individually.
3. Click Edit Web Control. Ensure that General (18+), Allows Access to All Web sites (Recommended for adults only) is ticked, and click Save.
4. Click OK.
5. Click Close and try to access a secure website.


If you have tried all the steps above and still have problems accessing secure sites, please try the troubleshooting steps listed on the right.

Configure your firewall to allow the AOL software

Run the Quick Restore facility

This will reset the AOL software to its original state. It's faster than uninstalling and reinstalling the AOL software. You can run the Quick Restore facility in AOL System Information.

Note: Windows 7 users must run AOL System Information in compatibility mode before running a Quick Restore. If you use another version of Windows, go directly to the steps to run the Quick Restore (via the One-Click Fixes or manually).

Windows 7 users only: Run AOL System Information in compatibility mode

To run AOL System Information in compatibility mode on Windows 7, follow these steps:

1. Click the Start globe and then select All Programs and AOL.
2. Right-click AOL System Information and select Properties.
3. Select the Compatibility tab.
4. Tick the box labelled Run this program in compatibility mode for:.
5. Select Windows XP (Service Pack 3) from the drop-down list.
6. Click OK.

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.

Rebuild the AOL Adapter

The AOL Adapter is used by the AOL software to browse the internet. If it gets damaged, problems can occur. You can rebuild the AOL Adapter in the System Information tool.

Note: Windows 7 users must run AOL System Information in compatibility mode before rebuilding the AOL Adapter. If you use another version of Windows, go directly to the steps to rebuild the AOL Adapter.

Windows 7 users only: Run AOL System Information in compatibility mode

To run AOL System Information in compatibility mode on Windows 7, follow these steps:

1. Click the Start globe and then select All Programs and AOL.
2. Right-click AOL System Information and select Properties.
3. Select the Compatibility tab.
4. Tick the box labelled Run this program in compatibility mode for:.
5. Select Windows XP (Service Pack 3) from the drop-down list.
6. Click OK.

Rebuild the AOL Adapter

To rebuild the AOL Adapter, take the following steps:

1. Close the AOL software.
2. Right-click the AOL icon in your Windows system tray (in the bottom right-hand corner of your screen, next to the clock).
3. Select System Information.
4. Select Utilities from the menu on the left.
5. Look for Rebuild AOL Adapter and click the Start button to the right of it.
6. When complete, click OK.

Note: You can also use the One-Click Fix to rebuild the AOL Adapter*.

*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.

Delete and reinstall the AOL software