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Internet connection but license not udating

Posted: Sun Sep 22, 2019 11:16
by romanj
Hey,

we have a win10 computer running an installation with Resolume. The computer is connected to the internet via ethernet. All applications can access the internet but Resolume doesn't. We checked firewall settings - nothing there. Full access granted.
We found a solution which won't be feasible in the installation in the future: Connect the computer via a Wi-Fi connection and it works.
Anyone has an idea where to look, what to do? It's driving us crazy...

Thanks!

Re: Internet connection but license not udating

Posted: Mon Sep 23, 2019 12:13
by Zoltán
Could be a bad route, or the DNS servers not being reachable properly.
Does checking for updates work in the Arena menu, when connected only using the wired adapter.?

If not, try disabling firewalls completely.
If it's still not working, open a command line by clicking on the search bar, and typing cmd then pressing Enter.
type:
ping resolume.com
and press Enter

Could you send us a screenshot of the output of this?
Thanks!

Re: Internet connection but license not udating

Posted: Mon Jun 29, 2020 11:32
by ronin
Hey guys,
I have the same problem – internet is working (erm, I'm posting this!) but Avenue 7 cannot connect to the Internet... it's now disabled my licence, I cannot unregister it (no internet, it says) so can't do offline registration... the update function also doesn't work.
I've unregistered it on the website, but that has no effect in the app (because of supposed lack of internet).
Attached is a screen grab of my ping to resolume.com
Seriously – I cannot complete a job at the moment, thumbs-down to this system, basically.

Re: Internet connection but license not udating

Posted: Mon Jun 29, 2020 12:38
by Zoltán
That ping IP looks correct, what does

nslookup Resolume.com

return?

Looks like your firewall might be preventing Resolume to access the servers. Check the firewalls, and toggling the network location from private to public and back could also help.

Re: Internet connection but license not udating

Posted: Mon Jun 29, 2020 12:55
by ronin
I have deactivated the firewall, tried deleting the rules etc. Here is the result from Terminal:

Nicks-Mac-Pro:~ nix$ nslookup Resolume.com
Server: 103.86.99.100
Address: 103.86.99.100#53

Non-authoritative answer:
Name: resolume.com
Address: 87.233.64.162

Re: Internet connection but license not udating

Posted: Mon Jun 29, 2020 13:12
by Zoltán
What you can do to get up and running quickly, would be deleting the registration file, freeing up the registration slot in your shop account by unregistering the machine, then doing an offline registration.

The registration files are in
Mac: Macintosh HD/Library/Application Support/Resolume Avenue/registration
Windows: C:\Users\Public\Public Documents\Resolume Avenue\registration

but that won't fix the original connection issue.

I assume you can reach the Resolume website on this machine in your browser right?

Re: Internet connection but license not udating

Posted: Mon Jun 29, 2020 13:57
by ronin
Thanks for that tip – I deleted the reg file and managed to do an offline registration.
It would obviously be great to work out my internet connection issue, as this will expire and I will have the same problem in 30 days.

Re: Internet connection but license not udating

Posted: Mon Jun 29, 2020 15:45
by Zoltán
The machine seemed to be able to verify the license a few times, last time about a month ago, so something changed meanwhile.
Could be the VPN you use, messing routing tables up, but hard to say.

Re: Internet connection but license not udating

Posted: Tue Aug 11, 2020 00:00
by vectorfuton
I have been having the same issue. I am using the offline registration method for now, but for whatever reason Resolume is having trouble connecting. I tried the ping command and no packets were being lost, so I don' t know. I echo Ronin's "It would obviously be great to work out my internet connection issue, as this will expire and I will have the same problem in 30 days."

Re: Internet connection but license not udating

Posted: Tue Aug 11, 2020 08:34
by Zoltán
Check firewalls, and that you can reach https://resolume.com on the machine in a browser.
The ping IP should return from 87.233.64.162, if it's a different IP address, check the system host file for resolume.com entries.