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How to resolve the connectivity issue in Smilebox?

Kuldeep Singh -

If you are receiving the 'connectivity error message', please try the troubleshooting steps outlined below:

 

Step 1: Run ALL Windows updates and Microsoft security updates

In order to get the latest Microsoft security updates, you must run all the available (until the latest) Windows updates.

For Windows 7/8- Select the Start button, and then go to Control Panel > System and Security > Windows Update and select Check for updates

For Windows 10- Select the Start button, and then go to Settings > Update & security > Windows Update and select Check for updates

If Windows Update says your device is up to date, you have all the updates that are currently available. Restart your computer and try opening the Smilebox program again. If the same error message appears, continue to Step 2.

 

Step 2: 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)

If all the security settings are already enabled and you are still seeing this error, continue to Step 3.

 

Step 3: Check the Compatibility mode is turned off for Smilebox

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

If the same issue persists, continue to Step 4.

 

Step 4: 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

If you are still receiving the connectivity error message after following all of these steps, continue to Step 5.

 

Step 5: 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 6: Uninstall/Reinstall Smilebox

Please see our article:

Uninstall/reinstall Smilebox; get current version

Please Note: Users having 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, Win 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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