LOADING ERRORS
Errors that appear once the software log-in details have been entered, are usually caused by something running at the user end and blocking the software connection to our verification server.
example error messages
- Checking Version
- Connection to Server failed, verify log in details are correct
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If you receive one of the above errors, it is important to follow this guide step by step to troubleshoot where the 'block' lies, usually a connection issue or setting/permissions in a Firewall or program that blocks on a network level, will be the culprit.
ENTERING LOGIN INFORMATION IN THE CORRECT FORMAT
REBOOT YOUR SYSTEM AND INTERNET CONNECTION
CHECKING YOUR INTERNET CONNECTION
WINDOWS SECURITY AND PERMISSIONS
CITRIX INDIRECT DISPLAY ADAPTER
ENTERING LOGIN INFORMATION IN THE CORRECT FORMAT
Simple, but the most common reason for receiving this error, is allowing a sneaky space to creep into your email address, or entering it in the wrong format.
1️⃣ Clear the email field, and backspace some more to ensure all spaces are removed.
2️⃣ Untick ' Remember email address'
3️⃣ Type in manually rather than copy and paste
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❌ Check for spaces ❌ Must be in standard email address format |
REBOOT YOUR SYSTEM AND INTERNET CONNECTION
Another simple yet affective step and worth a try!
QUICK TROUBLESHOOTING
There are a few ways that you can quickly establish if the issue lies within how you are connecting, or a setting on your system that needs adjusting.
| If using WIFI and connection seems strong, hotspot with your mobile just to login. | If you can log in after doing this, there may be an issue with your ISP - let us know in what country you are based and the ISP you are using. |
| Connect to a different WIFI using the same system | If this works, the issue was with the original wifi connection/ISP |
| Connect with a different system using the same WIFI | If this works, the problem is with settings/permissions on the original system |
| If this is a Business provided system or using a Business Internet connection, is this allowed? Check with the company IT department. |
It may be that this kind of connection is not permitted and will need to be done on the home connection/system. |
CHECKING YOUR INTERNET CONNECTION
You will need a good Internet connection when logging into your software.
1️⃣ If using Wifi, reboot your Router
2️⃣ If using 3G/4G, a break in the connection when data roaming or receiving standard incoming data on mobile can occur, please connect to a more stable connection
3️⃣ Conduct an Internet speedtest at www.speedtest.net
DISABLE ANY VPN
VPN's disguise network traffic and will cause log in issues, we recommend disabling when using vanspace 3D software
Using a VPN can not only cause connection issues, but also a greyed out software screen or unresponsive features once the software is loaded.
WINDOWS SECURITY AND PERMISSIONS
Create exclusions within Anti Virus and Firewall following the steps at Windows - Permissions and Creating an Exclusion
MAC SECURITY AND PERMISSIONS
Create exclusions within Anti Virus and Firewall following the steps at Mac - Permissions and Creating an Exclusion
NETWORK WIDE AD BLOCKERS
Adblockers such as PiHole that block at the Network level rather than system level may produce connection issues, a greyed out software screen or unresponsive features once the software is loaded.
We recommend creating an exclusion to vanspace and unity within the settings at the very least, although disabling will be more beneficial to troubleshoot.
1️⃣ Create an Advanced Rule to allow the following URL's within the Adblocker
unity3d.com
vanspace3d.hopto.org
CITRIX INDIRECT DISPLAY ADAPTER
After working with some of our customers using business issued systems, we have located an issue with a particular cloud-based service called Citrix Indirect Display Adapter that can block connection to varying servers when enabled.
You would typically find this on corporate systems; however, it is worth checking even if not.
Search your system to see if this is installed, and if so, disable it to attempt logging into your software.
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