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Error: “Could not save Song” or “Could not connect due to a network problem”

JohanRJohanR Administrator
edited November 2015 in General
Hi,

We are currently receiving messages from users regarding different kinds of network connection issues.

Here’s how you solve them or help us solving them for you! Hopefully the answer to your question will be found below!

- Errors

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"Could not connect due to a network problem" - This means that the program can’t connect to our servers when trying to register, sign in or when starting the software already being logged in.

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"Could not save Song" - This means that the program can’t connect to our servers when trying to save a song.

The emergency solution to not lose your song is to force quit ScoreCloud Studio, then your work will still be there the next time you open it. If you quit the normal way and choose “Don’t save” it will not be saved.

- Troubleshooting and solving

We need more info from users to solve these issues. But please first try the following, to exclude some of the known issues:

1. Temporary issue – Restarting the software

Try restarting the software. For ScoreCloud Express, you must force quit the app.

2. Connection – Is the connection working in other programs?

Test the connection in your browser and other programs. If you can, try changing to 3G or a different WiFi. If you are using ScoreCloud Express, download ScoreCloud Studio and see if it works on the same network.

3. Firewalls - Where are you connected?

At home or at work/school? Many networks in schools and work places have firewalls that prevents ScoreCloud and other software from connecting to the internet. Try connecting on your home network and see if this might be the issue.

4. Proxies – Might there be malware?

On Windows, there is an issue where malware changes your proxy settings. I this case the malware needs to be removed from your computer. The check-up is easy, read how to do this here.

- Still not working? Send us a log file!

The log files contain information on what actions have been performed, and in what part of any process ScoreCloud has failed.

Mac:
Press cmd-shift-g ( ⌘-⇧-G) in Finder and paste this:
~/Library/Containers/com.doremir.scorecloud/Data/Library/Logs/

In this folder you’ll find ScoreCloud.log and faudio.log. These files contain information where ScoreCloud has failed. Please attach these in an email to support@scorecloud.com

Win:
Open the "Run" window by pressing the WindowsKey+R and paste this:
%APPDATA%/ScoreCloud

In this folder you’ll find ScoreCloud.log and faudio.log. These files contain information where ScoreCloud has failed. Please attach these in an email to support@scorecloud.com



Thanks for your help, it makes a big difference!

- ScoreCloud
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ScoreCloud Staff and Mandolinist
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