PowerScripts can't connect to O2 Creative

PowerScripts checks with O2 Creative for updates, downloads new versions and checks your licence. If it can't reach us, the panel shows a box saying what it found, with Test again, Email report and Copy report buttons. This page explains what to try, from the quickest fix to the more technical ones.

Your licence keeps working for a while without a connection, so there is no rush, and nothing on your computer is damaged.

An older version may have a problem that is already fixed. Installing the newest version keeps your licence and settings.

• Open o2creative.co.nz/installer in your web browser
• Download the installer and drag it onto Illustrator, as the first time
• Restart Illustrator and open the PowerScripts panel

The version you have is shown in the line at the bottom of the panel, for example Loader: L10.1.23.

• Do other websites open in your web browser?
• Open license.o2creative.co.nz/check in your browser. It should say Your browser can reach O2 Creative, and shows the newest versions to compare with the line at the bottom of your panel. If the page doesn't open, something between your computer and us is blocking the connection: see the steps below. If it opens but PowerScripts still can't connect, something on your computer treats Illustrator differently from your browser: see step 3.

Most connection problems are caused by a program that checks or redirects internet traffic.

• Antivirus: many antivirus programs have a “web protection”, “web shield” or “HTTPS scanning” setting. Pause it for a few minutes, then press Test again in the PowerScripts panel. If that fixes it, add o2creative.co.nz to the antivirus's allowed list (exclusions) and turn the protection back on.
• VPN: turn the VPN off and press Test again.
• Proxy: if your computer uses a proxy server, try without it, or ask whoever set it up to allow O2 Creative.
• Another network: as a quick test, connect to a different network, for example your phone's hotspot. If PowerScripts works there, the block is on your usual network.

Ask your IT department to allow these addresses (secure web, port 443):

• license.o2creative.co.nz
• o2creative.co.nz
• update.o2creative.co.nz

Firewalls that inspect secure connections must leave these addresses alone: PowerScripts checks that it is really talking to O2 Creative.

Your computer looks up our address before connecting. If it points somewhere else, PowerScripts can't reach us.

Windows: open Command Prompt (type cmd in the Start menu) and type:

nslookup license.o2creative.co.nz

Mac: open Terminal and type:

host license.o2creative.co.nz

The answer should show 143.198.244.252. If it shows a different address, or 0.0.0.0 or 127.0.0.1, something on your computer or network sends our address somewhere else.

A line in the computer's “hosts” file can send our address somewhere else (some programs add these lines).

• Windows: open Notepad as administrator, then open C:\Windows\System32\drivers\etc\hosts
• Mac: in Terminal, type sudo nano /etc/hosts

Look for lines that contain o2creative. Put a # at the start of those lines, save the file and restart Illustrator. If you are not sure, send us the lines and we will help. The PowerScripts connection check also looks for these lines and shows them in its report.

Secure connections fail when the computer's clock is wrong. Make sure the date, time and time zone are set automatically.

If it still doesn't work, send us the connection report and we will take a look:

• In the box in the PowerScripts panel, press Email report, or
• Press Copy report and paste it into an email to support@o2creative.co.nz

The report says what the connection check found. It includes the short code shown at the bottom of the panel (for example GVH-MMB), so we can find your setup quickly. It never includes your licence key or passwords.

You can also choose Support information from the panel menu (top right corner of the panel), press Copy and paste it into an email.