CloudConnect connection issues

Article ID: 3146
Last updated: 16 Apr, 2024

The CloudConnect version of TaxCalc uses a locally installed version of the program which then connects to the database held in the cloud.

This article explains how to troubleshoot issues connecting to the Cloud database. If you are newly installing TaxCalc, you may see the below error:

If you already have TaxCalc installed and something on your machine setup has changed, you may get something like the below:

  1. Ensure that you are using the latest version of the program, if you are unsure uninstall TaxCalc before reinstallation. - How to download the latest installer for TaxCalc.
  2. Ensure a personal VPN is not preventing connection to the cloud servers. Your Antivirus provider may bundle a VPN feature alongside your normal Anti Virus program. Disable this feature to use CloudConnect.
  3. Ensure you are using a private network.  This is because public networks will increase latency and reduce connection speed which will reduce the performance of TaxCalc.
  4. Ensure that your router, Windows / Mac or third party firewalls allow ;
  • Port 443 to communicate with our website www.taxcalc.com.
  • Port 443 to communicate with *acorahsoftware.com
  • Port 38476 to communicate with *acorahsoftware.com
  • APIs to use HTTPS

If the firewall rules have been correctly updated, a successful result will be returned for both test URLs

Restart TaxCalc if you are still unable to connect then a web proxy maybe causing our firewall to block your request. All requests to the licencing and cloud servers need to originate from the same i.p address and a web proxy changes this forcing our firewall to block the request.

  1. Allow TaxCalc to bypass your web proxy servers for access to www.taxcalc.com. This will now allow the  CloudConnect request to come from an i.p address which is authorised through our firewall.

Restart TaxCalc if the connection issue is still present then contact support for further assistance. We will be able to analyse the logs on the account to confirm which stage the connection request reaches.

In some scenarios these restrictions maybe bypassed by using your phone to provide access to the internet. This can be used to confirm the issue lies with the way in which the machine connects to the internet. 
Connecting to the internet through a mobile phone hotspot

Article ID: 3146
Last updated: 16 Apr, 2024
Revision: 23
Views: 3050
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