What to do if you can't access secure websites

Secure websites are used for things like Internet banking and online shopping. They encrypt all the information that's transferred to and from your computer so nobody else can see it.

Even some webmail services, like Google Mail, are secure, so if your computer won't let you access them it can get really annoying. You can tell if a website is secure - the address should start 'https:' instead of just 'http:,' and most web browsers (like Internet Explorer) display a padlock.

It's often file sharing software – like Kazaa, Bearshare or Grokster – that causes these problems. We don't recommend installing this type of software on your computer. But if you do, make sure you use anti-spyware software (like McAfee Security for O2 Home Broadband) and keep up up-to-date.

If you're having problems using secure websites, try the following steps:

Add the website to your trusted sites list

• In 'Internet Explorer', go to the 'Tools' menu and choose 'Internet Options'.
  
  
• Click the 'Security' tab in the window that opens.
  
  
• Select 'Trusted sites', and then press the 'Sites' button.
  
  
• You'll see a box titled 'Add this Web site to the zone'. Enter the address of the site you're having trouble accessing.
  
  
• Now press 'Add'. Then 'Close'.
  
  
• Now click the 'Advanced' tab in the 'Internet Options' window.
  
  
• Scroll through the list of settings until you see 'Enable third-party browser extensions' (requires restart).
  
  
• Make sure the box next to this setting does not have a tick in it.
  
  
• Press 'Ok'. Now close every 'Internet Explorer' window you have open.
  
  
• Reopen 'Internet Explorer', and see if you can access the website now.

Check your firewall isn't blocking the site

If you have a firewall on your computer, it could be blocking secure sites. There are lots of different firewalls out there, so we can't give instructions for all of them. The easiest way to see if your firewall is the cause of the problem is to turn it off. If doing that lets you see secure sites then it's the cause of the problem.

You definitely shouldn’t leave your firewall turned off, so once you’ve found it's causing the problem, turn it back on. You need to set it so it lets secure Internet sites through.  This normally means changing the settings so port 443 is open. It sounds a little complicated, but the instructions that came with your firewall should show you how to do it.

The firewall built into McAfee Security for O2 Home Broadband is set to automatically let secure websites through.

Clear out Internet Explorer

• In 'Internet Explorer', go to the 'Tools' menu and choose 'Internet Options'.
  
  
• Click the 'Content' tab in the window that opens.
  
  
• Under 'Certificates', click 'Clear SSL State'. You should see a message saying that the 'SSL cache was successfully cleared'. Click 'Ok'.
  
  
• Now click on 'Personal Information'.
  
  
• Click 'AutoComplete'. Then under 'Clear AutoComplete History', click 'Clear Forms'.
  
  
• If you're asked if you're sure you want to do this, choose 'Ok'.

Now see if you can get onto a secure website.

Check your time and date

The time and date on your computer must be set correctly. To check, just move your mouse pointer over the clock at the bottom right of the screen. You'll see the date. If either this or the time displayed is incorrect, double-click on the clock.

This will open the 'Date and Time Properties'. You can change the date and time here. Just click on the relevant day on the calendar to choose the date. And type the time into the box beneath the clock face.

Once you've set the date accurately, click 'Ok' and see if you can visit a secure website.

Make sure there aren't any corrupted files on your computer

First, turn your computer off. Then load Windows in 'Safe Mode':

• Turn on your computer.
  
  
• Hold down F8 on your keyboard as Windows starts.
  
  
• If you're given a list of options, choose to start Windows in 'Safe Mode'.
  
  
• Once Windows has loaded, click on the 'Start' button. Choose 'Run'… and enter 'sfc/scannow' into the box which appears. Press the 'Ok' button. 
  
  
• If you're asked to insert your Windows XP CD at this point, do so. The CD probably came with your computer when you bought it.
  
  
• Now go to 'Start' and 'Run' again. This time, enter 'regsvr32 softpub.dll' and press 'Ok'.
  
  
• Finally, go to 'Start' and 'Run'. Enter 'regsvr32 urlmon.dll'. Press 'Ok'.

Once you've done all that, restart your computer and let Windows load normally. Open Internet Explorer and see if it's fixed the problem.

View our interactive guide to get more support setting up and going wireless

Check Microsoft’s advice

If none of this has worked, there are some other things you can do to try and fix the problem. There are details on Microsoft's website.

Give us a call

If you've tried everything but none of it seems to fix the problem, give us a call. Call us on 0800 230 0202 free from a landline, or drop the first '0' to call free from an O2 mobile. We'll do our best to try and sort this out.