An antivirus program, firewall or something else on your computer may be blocking your Internet connection to Incomedia's server.

Hi Daniel

Apologies in advance for my lack of knowledge. I've looked at what is allowed through the firewall and the apps that aren't but I don't see any reference to Incomedia X5. Beyond that I have no idea what I'm doing or how to add Incomedia to the allowed apps.

Any further help or advice would be very much apprciated.

My antivirus program and firewall are running with the default settings and there are no problems, so I have not yet had to make any special settings here.

Wait for the Incomedia staff, maybe they can give you some specific tips.

Hello Roy,
I am sorry about the issue.
Do you perhaps have the option to use a different network, at least temporarily, for example by using a smartphone or other mobile device as a hotspot?
If so, could you please try installing an Object while connected to this other network?
Thank you.

Hi Eric

I used my smart phone as a mobile hotspot as suggested but then got this different error message. See attachment.

Hello Roy,
could you please check the situation after a reinstall of the software with these steps?
The folders to be deleted with these steps usually do not contain any projects, that by default ate stored at C:\Users\YourUsername\Documents\Incomedia\WebSite X5 - Pro, but you can check the path you are using in the Preferences section in the start screen of the software, so that you can move the projects if necessary.

1) Uninstall the software normally, from the Windows panel.
2) Go to the path C:\Users\YourUserName\AppData\Local\Incomedia and delete the folder corresponding to your version of the software (it should be WebSite X5 – Pro).
3) Go to the path C:\Program Files and delete the folder corresponding to your version of the software (it should be WebSite X5 – Pro)
4) Restart the PC.
5) With the antivirus and firewall temporarily disabled, run as admin the installer you can find here: https://www.websitex5.com/download/v2024.4/wsx5_pro.exe

I remain available.

Hi Eric

I still have X5 Evo installed on my computer. Would that make any difference?

Hello Roy,
it should not, as the two versions have separate install folders, both in AppData\Local and Program Files.

Hi Eric

I've now added X5 Pro to the apps that are allowed through the firewall. That seems to have sorted the problem out for the Objects I had previously purchased from Incomedia. The issue now is that it's asking me to purchase Flipbook, which I purchased just before upgrading to Pro. It was never added to X5 Evo.

Hello Roy,
I have refunded the object, so you should now have 25 credits again, can you go ahead and purchase it?

Many thanks, Eric

Will do

Hi Eric

I have purchased the Flipbook Object again but for some reason it's not showing up in my Object Management window, or in my list of Objects.

Hello Roy,
if you go to Object Management and refresh the object list, is the object displayed if you look for it in the search bar?

Hi Eric

I followed the instructions but when I clciked on the update icon, the update window shows but it has now been running for ten minutes and hasn't finished updating, See attachment

I can't come out of the upload window unless I use the Task Manager to close the X5 Pro completely

Hello Roy,
I have uploaded a project containing the object here:
https://www.swisstransfer.com/d/9d96555b-8b44-43e4-8e57-a18e8a1c34ac
Can you check the homepage? What happens if you try to edit the object?

Hi Eric

It downloaded okay and I can edit text boxes but the second box down in the Homepage shows that same 'Generic Error'. See attached

I've noticed that my Windows 10 is not updating and I've just tried to update Microsoft Edge and have the attached error message. Could this be related.

That error code relates to not being connected to the Internet but I am, so not sure what is happening.