Hello Paula,

This is quite a common error which is most often caused by anti-virus or firewall software/hardware which is blocking the connection to the Incomedia server.  Try temporarily switching these off whilst installing the update.

Alternatively you can download the full, latest release of version 10, here:

http://answers.websitex5.com/profile/downloads

This is for many the preferred way to update to a new version.

Once you have downloaded the file, reboot your PC, then right-click on the setup file and select 'Run as Administrator' whilst WebSite X5 remains closed.

Let us know how you get on.

Kind regards,

Paul