Search Help

Simply type a keyword or short sentence relating to your query into the box below, and our help system will return the most relevant articles.

Search

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 XP:

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 softwares folder
5. Locate all files ending in .log.0 or .log.1
6. Drag these files to the Desktop for easy access
7. Reply to this email with the log files attached

Windows Vista, Windows 7, Windows 8 and Windows 10:

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 softwares folder
4. Locate all files ending in .log.0 or .log.1
5. Drag these files to the Desktop for easy access
6. Reply to this email with the log files attached

Mac OS X:

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 softwares folder
5. Locate all files ending in .log.0 or .log.1
6. Drag these files to the Desktop for easy access
7. Reply to this email with the log files attached

Feedback

Did this article answer your question?

Related Help Articles