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Connection issues (desktop)

If you're having trouble establishing a connection with our software, try these steps:

Restart and reconnect

Restart your computer and turn any network equipment connected, like your modem, router, and access points, off and on again.

Once that's done, make sure your internet connection is working then reopen our software.

Further checks

If the issue remains, check whether you have a firewall or similar software installed and make sure it's configured correctly to allow our software to access the internet.

Contact Support

If the problem continues after following these steps, send us the below information via our software, mobile app, or website.

  • The error message you are receiving (a screen capture would help).
  • The firewall or security software installed on your computer (i.e. Norton, Panda, Avast, AVG).
  • Our software's log files. These files will be overwritten after 48 hours, so please send them as soon as you can.


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