Symptom
When starting Native Access, you receive the following message:
Can't connect to the internet. Please check your connection settings or disable your VPN.
Cause
This issue is usually caused by one of the following components interfering with Native Access’ connection to our servers:
- VPN / Proxy
- Network Security software / Settings
- Antivirus software
Solutions
Generally, disabling the above mentioned software components solves the issue.
If the issue persists, and to narrow down the cause of the issue, please try temporarily connecting to a personal hotspot: How To Set Up a Wi-Fi Hotspot to Activate a Native Instruments Product on an Offline Computer
Then attempt to launch Native Access and start a download. You can cancel it once it starts successfully in order to save your data.
If the download has started successfully, the issue is certainly caused by a component in your network / internet setup.
Here are more detailed steps:
1. An unsupported VPN Network is being used
If you use a VPN Client, please try disabling it while running Native Access.
2. Antivirus is blocking Native Access
If you are experiencing problems starting Native Access, try deactivating any antivirus programs which may be running.
3. Change the Connection Source
Attempt connecting to another router if possible, as certain settings of the router itself could be blocking Native Access. You could also try switching to Ethernet from WIFI or vice versa.
Setting up a hotspot can also help in determining if the router is the source of the problem:
How To Set Up a Wi-Fi Hotspot to Activate a Native Instruments Product on an Offline Computer
4. Delete files with the extension "iso" or "aria"
- Close all applications.
- Open the folder you have set as Download location in Native Access and delete any files with the extension "iso" or "aria" (see example below).
- Restart your computer.
- Open Native Access and start the installation again.
5. Enable Port 80 and 443 in the Firewall Settings
Ensure that port 80 and 443 are open and allow incoming connections. You can configure this in your Firewall settings.
6. Change the DNS server address
Please change the DNS server address to 8.8.8.8 (Google). You can find instructions for Mac and Windows in this article by WhatIsMyIP.
Further troubleshooting
Please choose if you are using a Mac or Windows computer.
Mac
1. Firewall is blocking Native Access
Please try disabling your Firewall in order to give Native Access the required permissions.
Follow these steps to disable the Firewall:
- Navigate to Apple menu > System Preferences.
- Click Security or Security & Privacy.
- Click the Firewall tab.
- Unlock the pane by clicking the lock in the lower-left corner and enter the administrator username and password.
- Click Turn Off Firewall.
Once disabled, try downloading your products from Native Access again. If you wish to re-enable your Firewall, follow the above steps again and choose Turn on Firewall.
Firewall applications from 3rd-party developers should also be disabled.
2. A Proxy server is being used
Please try disabling your Proxy.
- Navigate to Apple menu > System Preferences.
- Select Network.
- From the left pane, select the network service you want to disable the proxy settings on, then click the Advanced... button.
-
Select the Proxies tab and untick all the protocols under Select a protocol to configure.
-
Click OK once done.
Once disabled, try downloading your products from Native Access again. If you wish to re-enable your proxy server once the downloads are complete, repeat the steps above and re-enable all the protocols under Select a protocol to configure.
3. Disable iCloud Private Relay (macOS 12 Monterey only)
macOS 12 (Monterey) offers a so-called iCloud Private Relay service (in beta) that lets you connect more securely to a network. We recommend disabling this service while installing your NI products:
- Open your Mac's System Preferences > Network.
- Select your Wi-Fi or ethernet connection in the sidebar.
- To turn iCloud Private Relay off, untick the Limit IP Address Tracking box.
Windows
1. Firewall is blocking Native Access
Follow these steps to disable the Windows Defender Firewall:
- Click on the Windows icon in the bottom left of your screen and enter “Windows firewall”.
- Click on Windows Defender Firewall in the search results.
- In the menu pane, select Turn Windows Defender Firewall on or off.
- Select Turn off Windows Defender Firewall for both networks (private and public).
Try downloading your products from Native Access again. Once downloaded, we recommend re-enabling the Windows Defender Firewall.
Firewall applications from 3rd-party developers should also be disabled.
2. A Proxy server is being used
- Click on the Windows icon in the bottom left of your screen and type 'Proxy'.
- Click on Change Proxy Settings entry in the search results.
- Switch the option Automatically detect settings to ON.
- Switch the option Use a proxy server to OFF.
Once disabled, try downloading your products from Native Access again.
3. Controlled Folder Access
In some cases, it is necessary to disable the Controlled Folder Access on Windows computers.
- Press the Windows key + 'I' in order to open the Windows Settings and choose the Update & security option:
- Choose Windows Security > Open Windows Defender Security Centre
- Select Virus & threat protection, and then choose Virus & threat protection settings.
- Disable the option under Controlled folder access.
Note: it's also possible to add the Native Access application to the allowed list of friendly apps. In this case, you would not have to disable the Controlled folder access option. This article from Microsoft explains how to do this.
Once disabled, try downloading your products from Native Access again.
4. Fix Wi-Fi connection issues in Windows
If you still have the same issue, please follow the instructions in this Microsoft Support article: