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Cannot connect using a computer

To restore your connection to our software follow the steps below:

  1. Restart your computer and power off/on any network equipment you have connected (i.e. modem, router, access points).
  2. Once your computer has restarted, verify that your Internet connection is working, then reopen our software. If this fails then...
  3. Check your system date/time (located on the Taskbar) to ensure the current date and year is set properly.
  4. If you have a firewall or similar software installed, make sure it is configured correctly to allow our software to access the Internet.

If the connection problem persists after following these steps, please send us the following information:

  • The exact error message you are receiving (a screen capture will also work)
  • The firewall or security software installed on your computer (i.e. Norton, Panda, Avast, AVG), if any
  • Our software's log files

Below are the steps on how to manually locate these files on your computer:

Windows Vista, Windows 7, Windows 8 and Windows 10

Details
  1. Press the Windows Key + R (at the same time).
  2. Type the following or copy/paste into the area provided and press Enter:
    %USERPROFILE%\AppData\Local
  3. Locate and open our software's folder.
  4. Locate all files ending in .log.0 or .log.1.
  5. Drag these files to the Desktop for easy access.

Windows XP

Details
  1. Double-click My Computer on your Desktop or start menu.
  2. Double-click C: drive to view your hard drive.
  3. Double-click on Program Files.
  4. Scroll down and double-click on our software's folder.
  5. Locate all files ending in .log.0 or .log.1.
  6. Drag these files to the Desktop for easy access.

Mac OS X

Details
  1. Open the Finder and on the menu bar at the top of your screen click Go.
  2. Select Go to Folder...
  3. Type the following or copy/paste into the area provided and press Enter:
    ~/Library/Logs
  4. Locate and open our software's folder.
  5. Locate all files ending in .log.0 or .log.1.
  6. Drag these files to the Desktop for easy access.

The information and log files can be forwarded to us via our Contact Support Form. A link to the form can be found in the Help menu of our desktop software, under Contact Us on our website or in our mobile app, go to Settings & Tools then Support.

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