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Check Your Router

Updated: 10/01/2008
Article ID: 1645

If you can't access the Internet, download TurboTax software, or use features in TurboTax that access the Internet, your router might be the issue.

Try this:

Adjust your router's MTU setting (DSL users only)

If you use a digital subscriber line (DSL), adjusting your router's MTU setting as described below may resolve connectivity issues.

Note: For more information or detailed instructions about changing your router's MTU setting, please contact your router's documentation/owner's manual or contact your DSL provider.
  • To allow transmitting large files, set the MTU to 1492.
  • To determine whether communications protocol overhead is an issue, follow the procedure below for your Windows system.

Windows XP/2000

Follow these steps:

  1. On the Start menu, select Run.
  2. At the Open field, type the command below. (Use lowercase letters. The letter after the first hyphen (-) is a lowercase L.)

    ping -l 1472 -f ftpfp.quicken.com

If the "Packet needs to be fragmented but DF set" message appears in the window, set your router's MTU to 1492.
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Windows Vista

Follow these steps:

  1. Click Start.
  2. At the Start Search field, type the command below. (Use lowercase letters. The letter after the first hyphen (-) is a lowercase L.)

    ping -l 1472 -f ftpfp.quicken.com

If the "Packet needs to be fragmented but DF set" message appears in the window, set your router's MTU to 1492.
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Update your router's firmware

Update your router's firmware. Your router manufacturer's Web site provides procedures to update your firmware. Netgear and Linksys are two popular router manufacturers.

Note: If you're using Windows Vista with a Linksys router, you might need to update your router for Vista. Access Linksys downloads for Vista.

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For further assistance

TurboTax is tested with a number of routers to ensure compatibility; however, because many routers are available, we are unable to test all of them or provide instructions on how to set them up. If you need more help, visit the router manufacturer's Web site.

 
The TurboTax Interactive Agent is available 24/7 to answer your questions. Just click below to start a chat session.

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