Software update error cannot connect to server

Overview

If you receive a “Cannot Connect to Server” error message during an update or state download, the software is unable to communicate with our online server. In most cases, the issue is caused by a network interruption, firewall restriction, security software blocking internet traffic, or a problem with your modem, router, or internet service provider (ISP).
This article provides step-by-step troubleshooting instructions for Windows and macOS computers.

Before You Begin

1. Verify that your internet connection is working.
   o Open a web browser and visit several websites.
   o If websites do not load, troubleshoot your internet connection first.

Step 1: Restart Your Network Equipment

Many connectivity issues can be resolved by restarting your networking equipment.

Restart Your Modem and Router

1. Close the software.
2. Unplug both the modem and router from power.
3. Wait 60 seconds.
4. Plug the modem back in.
5. Wait until all connection lights stabilize.
6. Plug the router back in.
7. Wait for the router to reconnect.
8. Launch the software and test again.

If You Use ISP-Provided Equipment

Many internet service providers include built-in security, parental controls, or firewall services that can block application traffic.

Check your ISP account portal for:

• Advanced Security
• Smart Home Protection
• Secure Wi-Fi
• Network Shield
• Parental Controls
• Threat Protection

Temporarily disable these services to test connectivity.

If you are unsure whether your ISP is filtering traffic, contact your ISP’s technical support team.

Step 2: Check Firewall Settings

A firewall may be preventing the software from accessing the internet.

Windows 10 and Windows 11

Verify Windows Firewall Access

1. Select Start.
2. Search for Windows Defender Firewall.
3. Select Allow an app or feature through Windows Defender Firewall.
4. Locate the software in the list.
5. Ensure both:
   o Private
   o Public
6. network access is enabled.
7. Select OK.
8. Restart the application.

macOS

Verify macOS Firewall Access

1. Open System Settings.
2. Select Network.
3. Select Firewall.
4. Choose Options or Firewall Options.
5. Verify the software is listed as allowed.
6. If necessary:
   o Select Add App (+)
   o Add the affected application
   o Set access to Allow Incoming Connections
7. Save changes and test the connection.

Step 3: Temporarily Disable Security Software

Security software can mistakenly identify legitimate server communications as suspicious and block the connection.

Important: Disable protection only long enough to test the connection. Re-enable all protection immediately after testing.

Windows Security Software

Microsoft Defender Antivirus

1. Open Windows Security.
2. Select Virus & Threat Protection.
3. Select Manage Settings.
4. Turn Real-Time Protection off temporarily.
5. Test the software connection.
6. Re-enable protection immediately afterward.

Norton 360

1. Right-click the Norton icon in the system tray.
2. Select Disable Auto-Protect.
3. Choose a temporary duration.
4. Test the software.
5. Re-enable Norton protection.

McAfee

1. Open McAfee.
2. Select My Protection.
3. Select Real-Time Scanning.
4. Turn protection off temporarily.
5. Test the connection.
6. Turn protection back on.

Bitdefender

1. Open Bitdefender.
2. Select Protection.
3. Open Antivirus.
4. Select Advanced.
5. Disable Bitdefender Shield temporarily.
6. Test the software.
7. Re-enable the shield.

Trend Micro

1. Open Trend Micro.
2. Select Device.
3. Select Configure.
4. Turn protection off temporarily.
5. Test connectivity.
6. Re-enable protection.

ESET Internet Security

1. Open ESET.
2. Select Setup.
3. Disable:
   o Antivirus protection
   o Firewall protection
4. Test the software.
5. Turn protection back on.

macOS Security Software

Malwarebytes

1. Open Malwarebytes.
2. Select Real-Time Protection.
3. Temporarily disable:
   o Web Protection
   o Malware Protection
4. Test the connection.
5. Re-enable protection.

Norton 360 for Mac

1. Open Norton 360.
2. Select Security.
3. Temporarily disable protection features.
4. Test the software.
5. Re-enable protection.

McAfee Total Protection for Mac

1. Open McAfee.
2. Select Mac Security.
3. Disable Real-Time Scanning temporarily.
4. Test the connection.
5. Re-enable scanning.

Bitdefender Antivirus for Mac

1. Open Bitdefender.
2. Open the Protection module.
3. Disable active protection temporarily.
4. Test connectivity.
5. Restore protection.

Intego Mac Internet Security

1. Open Intego.
2. Select NetBarrier.
3. Turn firewall protection off temporarily.
4. Test the software.
5. Re-enable protection.

Avast Security for Mac

1. Open Avast Security.
2. Select Core Shields.
3. Disable web and file shields temporarily.
4. Test the connection.
5. Re-enable protection.

Step 4: Test on Another Network

Testing from another network can help identify whether the issue is being caused by your current internet provider or network configuration.

Option 1: Mobile Hotspot

1. Disconnect from your normal Wi-Fi network.
2. Connect to a mobile hotspot.
3. Launch the software.
4. Attempt to connect.

Option 2: Alternate Network

Connect from:

• Another Wi-Fi network
• Office network
• Friend or family member’s network

If the software connects successfully on a different network, the issue is likely related to the original network, router configuration, firewall, or ISP.

Step 5: Check VPN and Proxy Services

VPNs and proxy services can interfere with server communications.

Disable Any Active VPN

Common examples include:

• NordVPN
• ExpressVPN
• Surfshark
• Cisco AnyConnect
• GlobalProtect
• Microsoft VPN

After disabling the VPN:

1. Restart the software.
2. Try connecting again.

Disable Proxy Settings

Windows

1. Open Settings.
2. Select Network & Internet.
3. Select Proxy.
4. Disable manual proxy settings if configured.

macOS

• Open System Settings.
• Select Network.
• Select your active connection.
• Select Details.
• Open Proxies.
• Disable unused proxy services.

Step 6: Verify Date and Time Settings

Incorrect system date or time settings can cause secure server connections to fail.

Windows

1. Open Settings.
2. Select Time & Language.
3. Select Date & Time.
4. Enable:
   o Set Time Automatically
   o Set Time Zone Automatically

macOS

• Open System Settings.
• Select General.
• Select Date & Time.
• Enable automatic date and time synchronization.

Still Unable to Connect?

If the issue continues after completing all troubleshooting steps:

• Restart the computer.
• Confirm your software is updated to the latest version.
• Collect any error messages or screenshots.
• Contact Customer Support with:
  • Product version number
  • Operating system version
  • Internet provider (ISP)
  • Security software installed

Providing this information will help support personnel identify and resolve the issue more quickly.

Summary

Most “Cannot Connect to Server” errors are caused by:

• Security software blocking communications
• Firewall restrictions
• ISP router or modem security settings
• VPN or proxy services
• Network outages
• Incorrect system date and time settings

Following the troubleshooting steps in this guide resolves the majority of connectivity issues and helps determine whether the cause is local to the computer, the network, or the internet service provider.