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Syncing or Login Issues

Overview

This tutorial provides steps that can be followed resolve the error message "A Network Failure Occurred While Logging In" as well as other login and syncing issues. This error message usually means an internet issue occurred on login. However, there are some issues that can cause this problem that are not related to your internet connection.

To use StudioCloud, you must have a valid Internet connection and StudioCloud must be running on a computer that is using that internet connection. There may be a firewall or anti-virus software denying that access to StudioCloud. In addition, if you have a free account, StudioCloud must have access to the Internet the first time, and only the first time, you open StudioCloud.

Instructions

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.
  • Security Issues Caused By Computer Having Incorrect Date
    • Check to make sure the date on your computer is correct.
      • 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.
  • Issues On Mac Computers With Managed Users
    • 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
    • Grant StudioCloud access through firewall software or disable all firewalls, 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.
        • The following software has caused issues with StudioCloud before.
          • AVG Watchdog
          • Expired McAfee Internet Security 30 day trials
          • Webroot SecureAnywhere
            • Turn of the Web Filtering Driver
              • Open Webroot SecureAnywhere
              • Click the Advanced Settings button
              • Click the Firewall/Web Shield option on the left
              • Uncheck the box next to Enable Web Filtering driver
              • Click the Save button
              • Restart the StudioCloud software and try logging in again
            • Turn off the Web Shield
              • Open Webroot SecureAnywhere
              • Click the toggle button for Web Shield so that it shows as Off
              • Restart the StudioCloud software and try logging in again
        • If you have the above software installed please do the following until StudioCloud works
          • 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. 
      • 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.
  • Browser Add-Ons Causing Issues
    • Check browser add-ons
  • Windows Computer Set To Work Offline
    • If You Are On A Windows Computer Open Internet Explorer
      • 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.
  • Windows Computer Restricted To Only Certain Web Sites
    • Add StudioCloud to the list of Allowed 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
  • Windows Computer Doesn't Have Security Enabled
  • Network Issues
  • Internet Service Provider Blocking StudioCloud
    • Check with your local Internet Service Provider
      • 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.
        • To test if StudioCloud's servers are being blocked.
          • Go to http://app1.studiocloud.com and verify that you see the words StudioCloud International Inc. displayed.
            • If you do not see the words contact your Internet Service Provider to see if they have blocked that website. 
              • We have had two instances of a local Comcast internet provider blocking this 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
              • We have had one instance of a time warner internet service provider having a DNS server that was not working correctly
          • Go to http://app100.studiocloud.com and verify that you see the words StudioCloud International Inc. displayed.
            • If you do not see the words contact your Internet Service Provider to see if they have blocked that server. 
              • We have had two instances of a local Comcast internet provider blocking this 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
              • We have had one instance of a time warner internet service provider having a DNS server that was not working correctly
        • To verify port 443 call your Internet Service Provider and verify that they are not blocking port 443.