There was an error connecting to our servers

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  • Problem
  • Updated 2 months ago
My son has been at his grandparents for over a week to finish his university classes online. Last Thursday CE stopped working on his computer. He signs in, but then gets the message "There was an error connecting to our servers". On Friday he updated CE, but that did not help. On Saturday he uninstalled and reinstalled, but that did not help. It is working fine on his phone, as well as on my computer (all under the same account). He has class on Monday at 2 and needs this resolved ASAP before his class.

He also tried turning off his AVG virus scan. That did not help.
He is using Windows 10, 64 bit.
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Val Eubanks

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  • frustrated

Posted 2 months ago

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Robert B, Official Rep

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Val, 

I'm sorry for the frustration. For the sake of speed, my primary suggestion is that your son contact our live Customer Service team via chat or phone (877.479.1119). They are in at 8 am (EST) and anyone on the team will be happy to take a closer look at things.

They'll definitely take a look at AVG. Turning AVG off certainly helps when installing CE, but to ensure compatibility afterwards could require some adjustments. A Customer Service rep can help him configure AVG and make sure that that's not the source of the connection issue.

I can only assume that his phone is using a data connection, while the computer is using a wifi connection. If that's true, then the rep will also ask questions about the wifi connection (e.g. - does the internet provider have a filter? an antivirus program besides AVG?).

The other possibility here is the school site. They might've made a change and something needs to be added to the CE Allow list. Our reps can help with that too.

Any one of those items, or a combination thereof, might explain what's going on. Either way, we want to help your son. He just needs to contact us.

Thank you,

Robert