myCopernic connector connectivity troubleshooting

If the connector is unable to connect to the servers, please review the possible causes below to help you diagnose the issue.

Your system may not meet the minimum requirements

Here are the minimum requirements for myCopernic connector:

• A computer with broadband Internet access

• Microsoft Windows XP or Vista

• A supported Desktop Search application (Copernic Desktop Search 3.0 or higher or Windows Desktop Search)

Your computer may not be connected to the Internet

An Internet connection is necessary for the application to be able to contact the servers.

If you accessed this troubleshooting page on the computer running the connector, your Internet connection is working properly.

Otherwise, to know if your Internet connection is working properly, please proceed to the following verifications:

Check your network connection

 Windows XP

1. Click on the “Start button”, then go to Control Panel
2. Double click on “Network Connections”
3. Make sure your Network connection is enabled and connected

 Windows Vista

1. Click on the “Start button”, then go to Control Panel
2. Click on “Network and Internet”
3. Click on “Network and Sharing Center”
4. Make sure your Network connection is enabled and connected

Check if you can browse web pages

1. Open a new browser window
2. Make sure you are able to browse to a web page (on http://www.copernic.com for example)

Your user name and password may not be valid

For the connector to be able to connect to the servers, you must use an existing account with valid login information.  Make sure your user name and password are entered correctly by:

• Making sure Caps lock is off on your keyboard

• Re-typing your login information

TIP: When typing your user name and password, remember that the user name is case insensitive and the password is case sensitive.

A personal firewall may be blocking the connection

Your computer may have an active firewall that is blocking the connector from connecting to the server.  Make sure it is not blocked by checking these settings in your firewall settings:

• myCopernic must be set as an exception so that it will not be blocked

The myCopernic service may be unavailable

It is possible for the myCopernic service to be temporarily unavailable.  Please try connecting again at a later time.

TIP:  If the problem persists and you have checked the possible causes above, you may contact the myCopernic support team.