ERROR#102: Cannot connect to presence servers

This article contains troubleshooting information

ERROR#102: Network service error
Cannot connect to presence servers

Source-Connect | Version 4.0 | All Operating Systems

Description

When users attempt to open Source-Connect 4 or connect to a different user, they get an error message saying “Cannot connect to presence servers”.

Reason

Your computer cannot connect to the presence servers used by Source-Connect 4. This can be caused by your local connection or a corporate firewall.

Actions

If you are on a modern Mac operating system, network or firewall issues might be preventing Source Connect from reaching the server. This can be common on business or enterprise networks that haven’t been set up correctly, or where antivirus or VPN software is used.

To troubleshoot, follow the steps below:

1. Consult your network administrator if you are on a business or enterprise network or have complex network security (check out our Network Guides article for IT and API information).
2. Disable any Anti-Virus tools you may be running, or local firewall applications: at least for testing.
3. It is crucial for Source-Connect and Source-Live to have the first Ethernet port as the priority port for the Internet connection, and not down the list after Econ/ Bluetooth, or others.
4. Make sure you are NOT on VPN.

In addition, if you are using a 5G hotspot and getting this error message, but you don't see it with other connection types, the problem might be related to Source-Connect not supporting IPv6.

1. For Macs, execute the following service in a terminal: networksetup -setv6off Wi-Fi. Then, restart Source-Connect. You can find more information on how to disable IPV6 on your Mac here: https://vladtalks.tech/vpn/how-to-disable-ipv6-on-mac#disable-ipv6-from-the-command-line
2. For Windows, follow the steps details in this article: https://answers.uillinois.edu/uis/page.php?id=99981