Before diving in
If you haven't yet checked out our Arturia Software Center (ASC) - Troubleshoot FAQ article, please follow this link to get acquainted with our Important Recommendations and the Error Codes Summary.
Depending on the issue you're facing, and the message displayed, please refer to corresponding sections below.
One of the first thing to check is the Arturia Software Center "Status" icon, in the lower left corner of the application.
If you see "Status: Online", please refer to the FAQ article on Sign in / Login issues.
If you see "Status: Offline", then for some reasons, something may prevent the Arturia Software Center to communicate with our servers.
In this case:
- Check that your internet connection is working fine.
- Make sure to always have your computer Time & Date synced to an official time server.
- Then, if using any VPN connection, disable it temporarily, or try using a different VPN if needed.
- Also make sure that no Proxy connection may prevent communication to be properly established with our servers.
Note
If facing communication issues from a company network, reach out to your Administrator, and make sure that none of the following domain names are being filtered out:
- www.arturia.com
- sully.arturia.net
- resources.arturia.net
- downloads.arturia.net
- downloads.arturia.com
- dl.arturia.net
- dl2.arturia.net
- medias.arturia.net
- updates.arturia.net
- Check that there is no firewall blocking either the Arturia Software Center application, or the related Arturia Software Center Agent process.
- Likewise, add the ASC and the ASC agent to your firewall's white list, for incoming and outgoing communications to be authorized.
- Just like for the firewall, please check your antivirus/security suite/anti-malware knowledge base, and add the ASC and ASC agent to their white list/exceptions list.
Note
On Windows, if you don't know how to add an exclusion to Windows Security, please refer to this article.
Cylance/MalwareBytes/Acronis True Image/Zscaler are known to sometimes consider the ASC's agent process as a malicious process, leading to such communication issues.
- Try not using any hotspot/shared mobile connection, since it may sometimes lead to communication issues, and prefer a Home network (WiFi or Ethernet).
- Having installed a software crack at some point may lead to communication issues. You can submit a technical support ticket for our agents to help you sort things out.
Note
Make sure to be logged into your account to access the page above and submit a technical support ticket.
- If nothing worked, try logging in Offline mode, and then proceed with an Offline activation.
Note
To proceed with the offline activation, please refer to this FAQ article on how to activate on an offline computer.
Finally, on macOS, if you're using "iCloud Private Relay", the best would be to disable it to prevent the issues from happening.
Here is how to proceed:
- Open the macOS System Preferences menu, and go to the Network section.
- Select your WiFi or Ethernet connection.
- Then turn off iCloud Private Relay by unticking the Limit IP Address Tracking box.
Typically, this error occurs when attempting to log into your account from the instrument's or effect's activation pop-up window.
Please follow the steps below for a first attempt at solving the issue.
- First, make sure to install the Arturia Software Center.
- Then, try to log into your account.
- Finally, proceed with the activation of the instrument's/effect's license .
If you had already installed the ASC, make sure to attempt a clean manual uninstall of the ASC.
Error 04 may be due to a temporary maintenance or issue with our servers.
Please wait for a bit before giving another go at opening the ASC.
If you still can't connect to your account, you can contact the Webmaster here.