Hello Piere,

The updating of libraries can take a while!

Try it with a restart of pc and as less other software as possible. try also without firewall virusscanner and let it run for while. After this update it should start normally. Ty also a time stamp where internet has best performance if possible offcource.

see also here:

https://helpcenter.websitex5.com/it/post/229179

Hello Andre,

Thanks for you reply

Did not work with the above instruction...

I already have the latest version of X5 PRO installed and a few days ago was opening in a few seconds and yesterday I left in the background updating libraries run for around 5 hours and nothing !

I'm not even able to download from my account the same version to try to reinstall on 3 different computer even one new computer no firewall no antivirus !?

When I click to download I get the previous error I sent you in my previous message on all computers.. I do have a 600mbps connection

:((

Hello Pierre,

I can start up with no problems, library toke today 10 seconds in stead of a few but then started up nicely.

It looks like internet speed issue, can you do a speed check of internet?

Hello Andre,

Just trying again and not opening after 15 minutes... So I force to end it.

My internet speed is over 600mbps :( just tested again now...

Do you use a VPN by any chance, Pierre?

No VPN Paul,

And nothing nothing has change on this computer since... 

Can you connect to this URL in a browser?

https://static.incomedia.eu/

If not, are you able to connect using an alternative browser?

If not, what information is provided on the 'Details' tab, as highlighted below?

Hi Paul

Thanks for the information I just stepped out my house for 2 days will try to reboot my router when I return home and let you know if this resolved my issue.

Best regards

see the details information

Hi Paul,

Sorry just came back home and try rebooting my router (Still not working)

Also turn off NOD32 and Malwarebytes (Still not working)

Rebooted my computer (Still not working)

Get stuck (Updating librairies) forever before was taking less than 3 seconds (Now not opening)

Really don't know what to do now... :(

Thanks

Hello Again,

I think I found the problem... but not sure who to contact at Incomedia !?

Look like here in Quebec, Canada one very large internet provider (Videotron) IP address in blacklisted or something like this.........

I try running Windscribe to change my IP address and did work right away switching back to my default IP and again Website X5 not opening.... which this is not a solution for me.

If somebody from Incomedia could do something about this my IP address start with 173.179.

Waiting for a reply and a fix please

Thanks

Thanks for the extra details, Pierre...  this has been escalated to the Incomedia support team.

Thanks Paul for your help.

Hello Pierre

Thank you for your insight on the issue

According to what you reported though, I am afraid that there's nothing Incomedia can do about this

You need to contact the support for your ISP and ask them to allow you to connect to Incomedia servers. There is no way for the software to workaround such a limitation

Please proceed like this and let me know what you find out

Thank you

Stefano

Hello Stefano,

I'm a bit surprise this cannot be done from your side.

I will contact them but what should I tell them exactly as I'm 99% they will tell me nothing on there side and to ask you to be removed from black list from your server... (Cause this did  happen many years ago with another supplier and it was not at the ISP level)

Just to make sure you are also aware I cannot even download the latest version in my account to try to install it back from  https://helpcenter.websitex5.com/en/community/users/xxxxxxx/downloads

Thank you

Pierre

Pierre, as a workaround can you use your mobile as a hotspot and connect to it rather than your normal ISP?

Yes Esahc, as workaround I'm either able to use my mobile hotspot or use a VPN to access my Website X5 Pro but hope this is a temporary solution, been trying to reach my ISP but could not get in touch with support after 1 hour... (Covid-19)

The program does not work after an update

Hello Abd S.

Please keep the posts to one thread, Aleksej has given you some pointers here;

https://helpcenter.websitex5.com/it/post/235827

please stay to that thread. Try the tip for downloading and installing latest version from your profile; to aleborate; top right next to your name pulldown -> downloads. install that one and see if this has helped.

Please react in your own thread this way the helpdesk works best.

Thank you!

Pierre, somewhere on this help enter is another post about the same issue. It was found the ISP had implemented a new av/spam protection package. When the user was (eventually) able to contact the ISP the problem was quickly resolved.

Esahc, Surely hope when I can get in touch with my ISP this could also be quickly resolved. Thanks will keep you inform once I reach the support.