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Desktop Client Failed or Unable to Connect - Network Error

← Troubleshooting


*A recent Microsoft update has caused connectivity issues for a few of our users - to remedy please perform a quick repair:


Close/quit all Office applications then:

Log into your LeapFILE account and select "Download the latest LeapFILE Desktop Client with Outlook Plug-in".



 Run the installer.


 
YOU MAY NOT SEE THE BELOW MAINTENANCE SCREEN - IF YOU DON'T IT HAS AUTOMATICALLY BEGUN REPAIRING AND YOU CAN SKIP THE BELOW STEPS!

Click Next and it will take you to the "Program Maintenance" screen. Select "Repair" and click "Next".



On the next screen select "Install" and it will repair the program.





Click FINISH when the repair is complete then perform a quick test. 

If you continue to experience the error please see the below resolutions:

The Desktop Client may freeze at "Establishing Authentication Session" screen or "Unable to connect to LeapFILE Server" if you are using the LeapFILE Desktop Client on a computer behind a Proxy, Firewall, Web Filter, or Anti-Virus.


Firewall Checklist:

  1. Make sure the Firewall is not blocking the Desktop Client as it may be classified as "unknown application". Check you Firewall logs for more details
  2. Desktop Client uses port 443 (HTTPS) to connect to api.leapfile.net and fileexchange.leapfile.net
  3. Make sure you can access this website without any errors - https://api.leapfile.net/services/rest? https://fileexchange.leapfile.net/services/rest? (If you get a blank page, that means success)

Anti-Virus Exceptions:

  1. Please be sure to whiteflag/allow LeapFileDeskopClient.exe as well as LeapFileComhub.exe (both located in C: > Program Files x86 > LeapFILE > LeapFILE Desktop Client folder)


Please follow the steps below to configure proxy:-

1. While the Desktop Client is at the "Establishing Authentication Session" screen, please right click the LeapFILE system tray icon and choose options.

2. The Options window will be under "Login Preparation" screen. Please drag the "Options Window" to a side.

3. Enter the appropriate proxy information and click Save.

4. Exit the LeapFILE desktop client and launch it again from the Windows Search Bar


Web Filter (e.g. Barracuda) you may need to whitelist/allow:

1. Our Dedicated server IP addresses are 54.227.253.124 and 174.129.208.74

2. If possible add wildcard exceptions for *.leapfile.com and *.leapfile.net

Note - LeapFILE Administrators can also enter proxy information for all users via "Desktop Client Management". However, in order to login for the first time, proxy details have to be entered manually as explained in this article.

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