Kenn, I assume you have internet access for web browsing, so perhaps try turning off your firewall (temporarily), your anti virus may have wrongly blocked the Incomedia servers, so temporarily disable that as well. If the problem persists, perhaps run Malwarebytes or similar to ensure there is no malware causing the issue.

Keep us informed?

I have a good "always on" Internet connection using my HughesNet Gen5 satellite, and connect fine with everything else.

I temporarily turned off my Norton 360 Firewall, but got the same result, which is:

I always run Malwarebytes Primium and those updates are current.

X5 still works okay and I've been publishing my website updates without a problem. The fact I cannot check for X5 program updates bothers me.

Any other ideas?

Thanks!

Kenn

Download the current version of the program under Download and install it over the previous version. In the future, another update will work again. If not, report back here.

JJ.

Hello Kenneth McDermott,

Try as JJ.  Juag suggested to see if then it appears correctly on the start page. In case this should not help, what changed on your computer before you started to not see infos on the start page?

Did you install any new program or made changes in windows?

Many thanks!

Okay - so I downloaded the current version under Download and installed it - now I'm crippled because it is asking me for my activation code and when I put it in it says it can't connect with the Incomedia server - which has been the problem to begin with - but now I can't even use the program!

HELP PLEASE!

Kenn

Okay - so now I can't get use the program at all. I need an unlock code. Can you give me one?

Kenneth

I can not shed more light on your problem, but it may help Incomedia staff when they return on Monday if you can provide the application and system logs. When I need to do these I clear (and save) the logs before running the problem application.

This may highlight the issue as it should list either a timeout or error and potentially the cause.

In the past some users have experienced similar difficulty because of Lavasoft Web Companion - although in most cases it totally disabled WX5

https://helpcenter.websitex5.com/pl/post/157225

Hello Kenneth,

Please try to use the procedure described on following link:

https://helpcenter.websitex5.com/pl/post/25631

You can do it on the same computer to get the unlock code and then enter it in the activation procedure.

Please keep me updated.

Okay - I got the unlock code and the app is working again! Thanks!

The app will still not connect to the Incomedia Server despite the fact that I ran the Norton "Remove and Reinstall" tool (which someone had recommend), plus I did the "Download" that latest version of Website X5 Professional v13, as recommended (which caused the program to require an unlock code since it still could not communicate with the Incomedia Server.

I'm once again able to update my website so I think I'll leave well enough alone. It just can't connect to check for updates or buy templates, etc.

Hello Kenneth McDermott,

Do you have the possibility to test it with another internet connection to see if then it works?

It could depend on the used internet connection where the connection is our server is blocked.

Many thanks!