"unable to contact the update and licensing server for 10 days."

Frequently Asked Questions
1

I installed eM Client about 4 weeks ago on a laptop running Windows 7. Today (7/24) I received the following error/pop-up; “eM Client has been unable to contact the update and licensing server for 10 days. To be able to continue using this product, please ensure that the vendor’s server is accessible from your network.”

I do not know what to do to resolve this.

Thank you,
Matt

2

Hello Matt, sorry to see this, it seems like something is blocking the connection to the licensing server, are you using any security software on your computer, that may have disabled the application’s ability to connect to the server?

If you’re can you please try to disable the security software temporarily and check if the issue persists?

Thank you,

3

I run Avast antivirus and Maleware antimaleware.  I will turn both off for 10 minutes.  How will I know if this works?  Is this a one-time connection to the server that is needed? I do not want to leave the computer unprotected often.

4

Hello Matt, eM Client tries to connect to the server at least once in 24hours, and checks periodically if it’s not possible to reach the server at a time. Make sure the application is allowed to access http://licensing.emclient.com in order to resolve this issue.

Regards,

5

Hello,

I followed the link you included in your last email: http://licensing.emclient.com, but the site will not load. What loads is the picture below. I already have Silverlight installed, but the website does not load.


I really want your application to run and work on my laptop. Is there another way to make sure eM Client can access "http://licensing.emclient.com?".  I just manually added that URL to Avast and Malewarebytes “exclusions” list.  Should that help?

Thank you,
Matt

6

Hello Matt, that should help, note that silverlight is a per browser installation, so if you’ve installed it once already it may not be available on your other browsers, if this window is displayed it suggests silverlight is not installed or you’re using an older update - however you do not need silverlight installed in order to let eM Client check the licensing server - this mostly suggests your browser is able to access the website.

Regards,