Skip to main content

Network Issues Logging In

Updated

Overview

This tutorial covers how to resolve issues when logging in to StudioCloud and receiving an error message that an internet connection was not detected.

This issue is almost always caused by something blocking StudioCloud from communicating to the cloud.

Internet Detection Icon

  1. If you look at the icon in the bottom left of StudioCloud it should not be red. If it is red then either something is blocking StudioCloud from detecting the internet or something is slowing down StudioCloud from detecting the internet.
    1. select_network_diagnostic_v4.png
  2. When logging in watch the icon shown in the screen shot above for up to a minute to see if it changes away from red. If it does you should be able to login at that time. If it does not then something is blocking StudioCloud. Refer to the Steps on How to Resolve This Issue below.

Emergency Option

If you turn off your wifi or unplug your ethernet cable you should be able to login in offline mode and access your data

Steps On How to Resolve This Issue

Multiple factors can be the cause of this error. To try and address this issue please follow the steps below.

  • Restart StudioCloud and try logging in again.
  • Restart Your Computer and try logging in again
  • Security Issues Caused By Computer Having Incorrect Date
    • If it is incorrect date please fix the date on your computer and restart your computer and try logging in again. Make sure to verify the date after your computer reboots.
      • Check to make sure the date on your computer is correct.
  • Issues On Mac Computers With Managed Users
    • If you are please refer to this tutorial on how to resolve the issue.Logging in With A Managed User
    • If you have a Mac computer check to make sure you are not logged in with a managed user.
  • Firewall, Anti-Virus, or Malware Detection Software
    • Some firewall software can get stuck and may need to be disabled before it will allow StudioCloud to login. Make sure you restart your computer after making any changes in your firewall.
      • AVG Watchdog
      • ExpiredMcAfee Internet Security30 day trials
      • Webroot SecureAnywhere
        • OpenWebroot SecureAnywhere
        • Click theAdvanced Settingsbutton
        • Click theFirewall/Web Shieldoption on the left
        • Uncheck the box next toEnable Web Filtering driver
        • Click theSavebutton
        • Restart the StudioCloud software and try logging in again
        • OpenWebroot SecureAnywhere
        • Click the toggle button forWeb Shieldso that it shows as Off
        • Restart the StudioCloud software and try logging in again
        • Turn of the Web Filtering Driver
        • Turn off the Web Shield
      • Verify that StudioCloud has access through the software, restart your computer, re-verify that StudioCloud still has access after the restart and then try logging into StudioCloud.
      • Disable the software, restart the computer, re-verify that the software is still disabled, and then try logging into StudioCloud.
      • Uninstall the software, restart your computer, and then try logging into StudioCloud. 
      • The following software has caused issues with StudioCloud before.
      • If you have the above software installed please do the following until StudioCloud works
    • After you have successfully logged into StudioCloud you can re-enable the software or reinstall it to see if you can get StudioCloud to work with the software.
    • Grant StudioCloud access through firewall software or disable all firewalls, anti-virus, or malware detection software
  • Browser Add-Ons Causing Issues
    • Some browser add-ons have been known to prevent communication with the StudioCloud server.
    • Check browser add-ons
  • Windows Computer Set To Work Offline
    • Make sure Work Offline is unchecked
      • Open Internet Explorer
      • Click the "Alt" key. A file menu should appear.
      • Click the "File" menu option
      • If you see a menu item called Work Offline that is checked then uncheck it and try logging in again.
    • If You Are On A Windows Computer Open Internet Explorer
  • Windows Computer Restricted To Only Certain Web Sites
    • Open Internet Explorer
    • Click the "Alt" key. A file menu should appear.
    • Click the "File" menu option
    • Click the "Internet Options" button
    • Go to the Privacy tab
    • Click the Sites button
    • In the Address of website text box enter studiocloud.com
    • Click the Allow button
    • Click the OK button on the Per Site Privacy Actions window
    • Click the OK button for the Internet Options window
    • Restart StudioCloud
    • Add StudioCloud to the list of Allowed Sites
  • Windows Computer Doesn't Have Security Enabled
  • Network Issues
  • Internet Service Provider Blocking StudioCloud
    • On some very rare occasions we have had Internet Service Providers block StudioCloud from either communicating with our servers or from using port 443 (The standard ssl security port used by most applications) to communicate to our servers.
      • Go to http://app1.studiocloud.com and verify that you see the words StudioCloud International Inc. displayed.
        • We have had two instances of a local Comcast internet provider blocking this server.
        • We have had one instance of a time warner internet service provider having a DNS server that was not working correctly
        • If you do not see the words contact your Internet Service Provider to see if they have blocked that website. 
        • If you see a webpage but you do not see the words StudioCloud International Inc. displayed. it could be that your DNS is having issues. Please switch your DNS to google's public dns server to see if that resolves the issue. This tutorial explains how to switch your dns to google's. https://developers.google.com/speed/public-dns/docs/using
      • Go to http://app100.studiocloud.com and verify that you see the words StudioCloud International Inc. displayed.
        • We have had two instances of a local Comcast internet provider blocking this server.
        • We have had one instance of a time warner internet service provider having a DNS server that was not working correctly
        • If you do not see the words contact your Internet Service Provider to see if they have blocked that server. 
        • If you see a webpage but you do not see the words StudioCloud International Inc. displayed. it could be that your DNS is having issues. Please switch your DNS to google's public dns server to see if that resolves the issue. This tutorial explains how to switch your dns to google's. https://developers.google.com/speed/public-dns/docs/using
      • To test if StudioCloud's servers are being blocked.
      • To verify port 443 call your Internet Service Provider and verify that they are not blocking port 443.
    • Check with your local Internet Service Provider