If you are trying to log in to VS Connect, but receiving the error "Unable to connect to the server. Check your network connection and try again...", it may be caused by a few different reasons. In this article, we will go over 3 things to try that could resolve this issue. If you have issues doing any of these steps, or you're still not able to log in after doing all 3, then it is recommended to contact Technical Support as further troubleshooting is needed.
Step 1 - Check Your Internet Connection
There are a few ways to check if you have an internet connection. Simply opening Google, VanillaSoft, or any other webpage that you visit frequently isn't the best test due to your browser holding information in its cache. A better test would be to go to Google and search for something that you have never searched for before. If you get results, you have an internet connection. If you don't get results, you may need to reach out to your ISP or an IT professional to troubleshoot your local network.
Step 2 - Antivirus Settings
If you have confirmed that you have an internet connection, but you're still not able to log in to VS Connect, there might be something local blocking the application from running. It is never recommended to disable any protection on your computer but if your antivirus program sees VS Connect as a threat, you would have to add an exception or change another setting within your antivirus program. If you're comfortable with doing so, temporarily disable your antivirus program and try to log in to VS Connect again. If this works, you would need to change your security settings.
Step 3 - Re-Establish Connection
If you have verified that you have an internet connection, and your antivirus program is not the issue, then you may need to re-establish the connection to the VoIP server. The following steps are for PC users only. If you use a Mac, you can skip this step.
- In VS Connect, open the Softphone menu in the top-left.
- Select Exit.
- Open your internet browser and navigate to https://ccs3.cloudprovisioning.com/status.
- You should see "All seems well" in the top-left of the page.
- If so, close your internet browser.
- Open VS Connect and login as normal.
If the steps above worked, you should now be able to log in without issue. If you still can't log in, please contact our Technical Support department by one of the following methods: