The unlocking software needs an internet connection to validate account details. If the unlocking software cannot contact the unlocking server over the internet the error message ‘Error connecting to server’ (or a similar) will be displayed.
Troubleshooting suggestions:
1) The internet connection cannot be via the device you’re trying to unlock.
2) Check your internet connection by opening a web browser just before pressing the UNLOCK button.
3) MiFis, Wireless Modems, Mobile Hotspots often create a temporary 'virtual' network adapter when connected, which Windows may try to use as the primary internet connection. To prevent this from happening the 'virtual' network adapter needs to be disabled in Windows before performing the unlock, see below.
a) Click on START
b) Type NCPA.CPL in the Windows search box (for Window XP select RUN and enter the command).
c) In the window that opens right click the network adapter created by the mobile broadband device and select DISABLE.
d) Once the unlock has been completed, follow the same procedure and select ENABLE to turn the network adapter back on.
4) Temporarily disable security software (firewall, antivirus) when performing the unlock.
5) If your internet connection is behind a proxy server, firewall, router etc (often found on corporate networks), then try temporarily permitting all outgoing connections.
6) Many mobile broadband internet connections are restricted by the network operator (especially Pay As You Go) and may be preventing the unlocking software from accessing the unlocking server. We therefore always recommend using a non mobile broadband connection e.g ADSL, Cable etc
7) Try performing the unlock on a different computer
8) Try performing the unlock using a different internet connection
9) On very rare occasions the unlocking server that validates account details may be experiencing problems. Retry unlocking at a later time
10) The unlocking server will automatically block accounts if it detects network monitoring or USB sharing software is installed. Uninstall (or use a different PC) such software and then contact us to get your account unblocked.
If none of the above suggestions help contact us
