Q Manager is unable to connect to the Source Elements server

This article contains troubleshooting information

Communication error

Q Manager is unable to connect to the Source Elements server. Could you please check your Internet connection and try again?

Source-Connect Pro/Pro X | 3.9 | macOS

Description

When users open the Q Manager application, they receive the following message (before or during a Source-Connect session):

Cause

This error can be caused by two things:

1. The FTP settings are wrong in the Q Manager.
2. You have an unstable network - in this case, the error is usually resolved on its own.

Actions

If you suspect the FTP settings are incorrect:

1. Open the Q Manager.
2. Click the "Edit" button next to "Login Mode".
3. Review your FTP settings.
   1. If you are using the settings coming from the server, check and uncheck "Use settings from server".
4. Once ready, click "Validate". 

You should see a message saying "Validated ok". If you continue to see an error message ("Unknown", "Invalid FTP Settings"), contact our support team.

If you suspect a network issue, check out our recommended network requirements and see if you are meeting them. If your issues continue, contact our support team.