No internet connection error

The extension, when launched, establishes an Internet connection to the server to receive data about packages, the available version, and the Internet is also required when installing and activating new packages.

Good to know: The extension can work without the Internet if you already have the necessary packages installed (the exception is subscription packages).

If for some reason the connection could not be established, then when trying to install a new package you will see the following error.
Also for the extension store, you will see a similar error, but without a pop-up message.

Error example

Reasons

  • Your internet is disconnected
  • A program or your computer is blocking internet access for the AtomX extension
  • Your internet provider / VPN is blocking the connection to our server
  • Our servers are unavailable for some technical reason

Solutions

Option 1: Your internet is disconnected

Restore your internet connection and restart the extension or program.

Option 2: A program or your computer is blocking internet access for the AtomX extension

Make sure that your firewall is disabled or the program (After Effects / Premiere Pro) is added to its exceptions, restart the extension and try again.

Option 3: Your internet provider / VPN is blocking the connection to our server

To understand if this could be the reason, please open these 2 addresses and make sure they are available:

If both sites are accessible and show a message about it (see screenshot below), then the access problem is not related to your Internet provider / VPN - please skip this option.

Api Works

But, if one of the addresses does not open, then the problem is related to your Internet provider or the VPN you are using.

Fix 1: Using proxy settings in the extension

This method is suitable for those who do not have a VPN or do not want to use it.

The extension, starting with version 3.0.8r9, has built-in settings for connecting to the server via a proxy address.

Click on the 3 stripes (looks like a hamburger) to the right of the extension’s name, then click to Settings from the pop-up menu.

Open settings

Change the server selection to Proxy Server if the standard one does not work - and vice versa, if the proxy does not work, then select Main Server.

Change Proxy Server

Restart the extension and try again - the problem should be solved.

Fix 2: If you have a VPN

If both sites listed above work with VPN enabled, you can use this option to solve the problem.

If, on the contrary, the sites open successfully with VPN disabled, this is also a solution to the problem.

Advice: Usually, you can configure the VPN where it will work - add a program to the exception or vice versa so that it works for it.

Option 4: Our servers are unavailable for some technical reason

This is a rare case and most likely you will be able to get access again - wait 1-5 minutes, reload the extension and try again.

If there is no access for more than 5 minutes, please contact support.