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Resolving Connectivity - Further Troubleshooting Steps

Sarah Abda -

If you are still receiving the 'Connectivity Error' message and have run all updates of Windows and Microsoft Security, here are some further troubleshooting steps you can try yourself.

 

Step 1: Check the TLS (Transport Layer Security) settings in Internet Explorer

Make sure the TLS settings, a internet security feature (TLS 1.0, TLS 1.1 and TLS 1.2) are enabled in Internet Explorer. If the TLS settings aren't enabled, you may receive this error.

For detailed information and to correct this, please click the following link:

How to Enable TLS Settings in Internet Explorer

Note:- If you are using Windows 10, please enable security settings in registry editor by following the directions here:  How do I Enable Security Settings In Registry Editor (Windows 10)

Step 2: Check Compatibility mode is turned off for Smilebox settings

Make sure the compatibility mode is turned off. To do this make a right click on the Smilebox icon on your desktop. Now, click 'Properties' and then select 'Compatibility' tab and un-check it. Click 'Apply' and 'OK' to save the settings.

Compatibility_Mode.JPG

 

Step 3: Restore advanced settings in Internet Explorer*

*Smilebox uses components of the Internet Explorer browser, so the following steps must be done using Internet Explorer (see screenshot below).

Option 1: Click on Tools > Internet Options and on the Advanced tab, click "Restore advanced settings" (shown below)

Close Internet Explorer, restart your computer and try running Smilebox again.

Option 2: If you're still receiving the error, Internet Explorer may need to be reset entirely. Follow the steps outlined above and select "Reset...", then restart and try opening Smilebox again.

Please note: Resetting IE will restore it to default conditions and wipe all favorites, saved passwords, etc.

If you use IE regularly, please be sure to back up your favorites by following the directions here: How to Export Favorites

 

 Step 4: Check your firewall and router

Smilebox may be blocked by your firewall. Please refer to the following article for directions on how to allow Smilebox:

Security software (firewall or anti-virus) is blocking Smilebox

 

Step 5: Uninstall/Reinstall Smilebox

Please see our article:

Uninstall/reinstall Smilebox; get current version

 

Please Note: Users with Windows XP/Vista operating systems will have to upgrade their system to a newer operating system in order to use Smilebox. When using Vista operating system, Internet Explorer can only be upgraded to Version 9.

Also, Windows XP/Vista no longer receive new security updates, non-security hot-fixes, free or paid assisted support options from Microsoft which poses serious security concerns.

 

If you are using any other OS version of Windows, please email us at support@smilebox.com or submit a request above

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