Troubleshooting

Make sure it is not blocked:

If you can't connect then please make sure that the program is not being blocked by your antivirus system or network firewall.

You should allow the following addresses on both port 80 (HTTP) and 443 (HTTPS):

• reportcomplete.com
• deluxepixel.com
• help.reportcomplete.com

Check SSL works

Go to the Login options and turn off SSL, if you can connect when SSL is off then there is an issue with your Network connecting to our servers via HTTPS.

Your network administrator should be able to fix this, it's best that SSL is turned on.

Check our server status:

You can check the status of our servers here: status.reportcomplete.com

The servers are checked every 30 seconds by a third party (betteruptime.com).

Make sure file permissions are correctly set:

In some circumstances, incorrect file permissions may lead to an issue that looks like a connection issue when it actually is not.

The user must have 'full control' and not just 'read/write' access to the location where ReportComplete stores its cache data. You can find this location at the ReportComplete login screen by pressing CTRL-D (hold the CTRL key then press D).

An easy way to check if this is the case is to copy the program to a memory stick (see below) and try the program from there. If it works then it's not a connection issue and is a file permissions issue.

Try copying ReportComplete to a memory stick:

When copied to and then run from a memory stick, ReportComplete works in a special mode that stores nothing on the host computer. The Windows and macOS operating systems, various security programs, etc also treat programs that start from memory sticks differently than normal. If you have any trouble logging in or downloading settings using a normal setup then trying it from memory stick may fix the issue.