Dear Member,

Thanks for contacting AOL. It's AOL's aim to help you get the best possible online experience, and you can get further assistance at any time from Live Help, and the dedicated Help channel.

For the problems you have been experiencing, we recommend that you try the steps listed below. It is advised that you print this email before you continue as there may be occasions when you will need to close AOL for troubleshooting and this will prevent you from reading the required steps. It is also advisable that you save a copy of this email in your PFC for future reference in the event of a repeat occurrence of this problem. After completing each step you can connect to AOL to see if it has solved the problem. If the problem is still occurring proceed to the next step.
These steps can be done online :-

Enable cookies

For Windows 98, Windows 200 and Windows ME



Click on Start -> Settings -> Control Panel
Double click on Internet Options and then select the Security tab.
Click on Custom Level button at the bottom and scroll down to the Cookies section.
There you can enable them.
. Click on OK and try the website again.
For Windows XP



To enable Cookies please follow these steps:

1. Click on Start -> Control Panel

2. Double click on Internet Options

3. Click on the Privacy tab

4. From here you can set it to accept different degrees of Cookies. The lowest and least secure setting is Allow All Cookies and the highest and most secure settings is Block All Cookies.

5. To resolve your problem start with the slider set at the second notch from the top of the sliding bar. Click on OK and try the website again.

6. If the problem with not being able to accept cookies persists then follow steps 1 to 4 and keep going down one notch until you find a Cookie setting that works for you.



Try the website again.

Clear Browser Cache


Please right click on the small AOL icon on the bottom right of the screen, near the time.
This will bring up the "AOL system information" window.
On this window, please left click on the "Utilities" tab.
You will find a button that says "Clear browser cache"
You will see that the number in the box next to "Current cache size:" drops to zero.


Adjust "Internet Options" settings



Please click on the Start button and then click on Control panel.


On the Control panel window, please double click on Internet options.


On the Internet options window, please look at the General tab.


You will have a button that says "Delete Cookies". Please click on that and then click on "Yes".

Next, please click on "Delete files". Please put a check mark next to "Delete all offline content" and then click on "OK".

After this, please click on "Clear History" and then click on "Yes".


Switch to the Security tab and click on "Default level" button.


Switch to the Privacy tab and click on the "Default" button.



Last but not the least, please switch to Programs tab and then click on "Reset web settings" button and then click on "Yes".



Your Internet settings are now set to default, so if there was any problem because of the internet settings, it should not be there anymore.



Enable Active X controls



For Windows 98, Windows 200 and Windows ME



Click on Start -> Settings -> Control Panel
Double click on Internet Options and then select the Security tab.
Click on Custom Level button at the bottom
Enable the Active X download controls
Click on OK and try the website again.
For Windows XP





Click on Start -> Control Panel
Double click on Internet Options and then select the Security tab.
Click on Custom Level button at the bottom
Enable the Active X download controls
Click on OK and try the website again.
Check Parental Controls


Please go online using your master screen name and click on the Keyword icon on the AOL toolbar. In here type Parental Controls and click on Go.
Click Set Parental Controls.
In here, select the screen name that is having trouble with secure sites. If it is all screen names then each screen name will need to be checked individually in the Edit Controls For: box.
Then Click on Web Controls for that screen name. In here make sure that Access all Web sites (Recommended for Adults only) is checked and click on Save and then OK.

* Please Note: It may be necessary to reset a Kids Only / Teen / Young Adult to General Access to test this step. Please remember to reset that account back to its previous setting after testing if necessary.

Once you have completed this step, you should launch AOL again and see if the problem is solved. If the problem persists, please continue with the next step.




These steps can be done offline :-


Rebuild AOL Adaptor



AOL adaptor is an interface between the "Internet explorer" browser. There might be something wrong with it so, lets go ahead and rebuild it.


Please right click on the small AOL icon on the bottom right of the screen, near the time.


This will bring up the "AOL system information" window.


On this window, please left click on the "Utilities" tab.


You will find a button that says "Rebuild AOL adaptor".


Please click on this and then click "OK" on the message that comes up.



Keyword: Securefix


Please go online and click on the Keyword icon on the AOL toolbar. In here type Securefix and click on Go. You will now be prompted to restart the AOL Software. Click OK and exit AOL.

Once you have completed this step you should launch AOL again and see if the problem is solved. If the problem persists, please continue with the next step.

Using the AOL System Information tool to delete the temporary Internet files.
If AOL is currently open, close it completely by clicking the X at the top right hand side of your screen.
For Windows 95/98/ME/2000 Professional users:
Go to Start --> Programs --> AOL --> AOL System Information.
For Windows XP users:
Go to Start --> All Programs --> AOL --> AOL System Information.
Once the System Information tool is open, proceed with the following steps:
When the System Information tool opens, click on the utilities tab on the top of the window.
In the utilities page you will see clear browser cache. Click this button.
Once the current browser cache size is back at 0kb, click close to exit the AOL System Information tool.

Once you have completed this step, you should launch AOL again and see if the problem is solved. If the problem persists, please continue with the next step.


Reset security settings in Internet Explorer preferences


If AOL is currently open, close it completely by clicking the X at the top right hand side of your screen.
For Windows 95/98/ME/2000 Professional users:
Go to Start --> Settings --> Control Panel.
For Windows XP users:
Go to Start --> Control Panel.
Double-click Internet Options.
Click the Security tab.
Click the Default Level button.
Click OK to apply the changes and Exit.
Once you have completed this step, you should launch AOL again and see if the problem is solved. If the problem persists, please continue with the next step.


Configure Internet Explorer Content Settings


Clear the Secure Sockets Layer (SSL) slate and AutoComplete history:

1. In Internet Explorer, on the Tools menu, click Internet Options, and select the Content tab

2. Under Certificates, click Clear SSL State (For Windows XP users only)

3. Click OK when you receive the message that the SSL cache was successfully cleared

4. Under Personal information, click AutoComplete

5. Under Clear AutoComplete history, click Clear Forms. Click OK when you are prompted to confirm the operation.


Configure Internet Explorer Security Settings


Configure Security settings for the Trusted sites zone in Internet Explorer:

1. In Internet Explorer, on the Tools menu, click Internet Options, and select the Security tab

2. Select Trusted sites, and then click Default Level

3. Add the secure Web site you are trying to access to the Trusted sites zone. To do so, click Sites, type the address (URL) of the site in the Add this Web site to the zone box, click Add, click OK, and then click Apply



Configure Internet Explorer Advanced Settings


Verify that Internet Explorer is configured to use SSL 2.0 and SSL 3.0:

1. In Internet Explorer, on the Tools menu, click Internet Options, and select the Advanced tab

2. In the Settings box, under the Security header, click to select the Use SSL 2.0 and Use SSL 3.0 check boxes (if they are not already selected), and then click OK



Verify that the Date and Time Settings on Your Computer Are Correct


Because SSL certificates have an expiry date, if the date on your computer isn't correct, it may prevent you from connecting to secure sites. To verify that your computer is configured with the correct date and time settings:

1. For Windows 95/98/ME/2000 Professional users:
Go to Start --> Settings --> Control Panel.
For Windows XP users:

Go to Start --> Control Panel

2. Click Date, Time, Language, and Regional Options, and then click Date and Time

3. Select the Date & Time tab

4. Check to make sure that the date and time settings are configured to use the current date and time, and then click OK




Check the browser supports 128-bit encryption.



Begin by first signing on to AOL as normal. Minimise the AOL software by clicking the _ button in the top right hand corner of the screen.
On the left of your screen, you should see an Internet Explorer icon - a blue 'e'. Double click this to start Internet Explorer. This will bring you straight to your home page.
If you do not have an icon on your desktop for Internet Explorer, try looking in the Start menu (Click Start, select Programs/All Programs and click Internet Explorer).
Once Internet Explorer is opened, click on Help on the Internet Explorer toolbar, and then click on About Internet Explorer.
An About Internet Explorer window will now open. Check that the Cipher Strength = 128-bit. If not please click on (Update Information). This will open the Microsoft Internet Explorer High Encryption Pack update web page. You will need to download and install this pack to adjust the Cipher Strength to 128-bit.
Once you have completed this step, you should launch AOL again and see if the problem is solved.



If the Cipher Strength is anything less then 128-bit, then you can download the Internet Explorer High Encryption Pack to your computer's hard disk, and then install it.



Once you have completed this step, you should launch AOL again and see if the problem is solved. If the problem persists, please continue with the next step.



Configuring The McAfee firewall

Right click on the McAfee Icon on the bottom right of the screen, near the time ( Systray ).
Select options.
Click on Internet applications on the left hand side pane.
Click on AOL program and click on Allow Full access. ( on the bottom right hand side of the program window )
Do the same for all AOL programs. ( Click on AOL program and click on Allow Full access )

Kind Regards,

AOL Technical Support.