Troubleshooting VS Connect Error: Unable to Connect to Server

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 three things to try that could resolve this issue. If you have problems doing any of these steps, or you're still unable to log in after doing all three, 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 you visit frequently isn't the best test because your browser holds information in its cache. A better test would be to go to Google and search for something you have never searched for. If you get results, you have an internet connection. If you don't get results, you may need to contact 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 can still not log in to VS Connect, something local might be 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 will 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, 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.

  1. Log in to VS Connect.
  2. Open the Softphone menu, then select Exit.
  3. Open your internet browser, then navigate to https://ccs3.cloudprovisioning.com/status.
  4. You should see "All seems well" in the top-left of the page.
  5. Log in to VS Connect again.

If the steps above worked, you should now be able to log in without issue. If you still can't log in, please reach us through a method listed in our Contact Technical Support article.

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