Hello.
1) Do not use VPN.
2) Do not use proxy.
3) Temporarily disable antivirus, firewall and any other protection.
4) Restart your computer, do not run any other programs.
5) Launch WebSite X5 and try to download the template again.

6) launch Website X5 as administrator

click dx on icon , run as administrator

I check all this, still same problem. is there a log file to look ?  

Michael, I have had this (only once). In my case it was an over-zealous firewall/antivirus that was blocking downloads from Incomedia. You may wish to try temporarily disabling anti virus and firewall before resorting to re-install??

hello

we check firewall log files.

When click download a tempate software tries a connection to static.infomedia.eu .

2024-10-02 18:07:44 Allow 192.168.168.10 81.31.159.82 http/tcp 54767 80 1-Trusted 0-WAN1 HTTP request (HTTP-proxy-00) proc_id="http-proxy" rc="525" msg_id="1AFF-0024" proxy_act="Default-HTTP-Client" op="GET" dstname="static.incomedia.eu" arg="/projects/ad7aa05f-2b29-43a4-89ef-149b100452/v7/PKG_ad7aa05f-2b29-43a4-89ef-149b100452.exe" sent_bytes="269" rcvd_bytes="835" elapsed_time="0.167239 sec(s)"

Static.infomedia.eu dows not exist !  I try to reach via online tools , not only via my internet provider ... Try to ping it ......

@ infomedia - What is the solution ?

Temporarily disable antivirus, firewall and any other protection. 

If this helps, turn everything back on and try setting an exception in the firewall for static.infomedia.eu and infomedia.eu.

Hello Michael,
if this persists, I suggest a clean reinstall following these steps:

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 – Evo).
3) Go to the path C:\Program Files and, if present, delete the folder corresponding to your version of the software (it should be WebSite X5 – Evo here, as well).
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/v2024.3/wsx5_ev.exe
6) Still keeping the antivirus/firewall disabled, run the software itself as admin, and attempt the download.

Eric