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License manager and Archicad unable to connect to Graphisoft ID server

rsmits
Newcomer
Dear all,

I have a problem with both my license manager and my ArchiCad 23 not being able to connect to the Graphisoft ID server. Also http://graphisoftid.graphisoft.com/ is unavailable in my browser. I work on Mac OS 10.13.6 at home and the aim is to be able to work remotely on Teamwork projects in the BIM Cloud. Below I added 3 pictures of the different errors. Does anyone know how I can solve this?
28 REPLIES 28

Noemi Balogh
Community Admin
Community Admin
Hi rsmits,

This can be a network issue - maybe your antivirus or firewall blocks the communication. Please contact your local support to help you - if you can't solve it, they will forward your problem to our system and one of my colleagues will investigate it.

Thank you.

Kind regards,

Noémi Balogh


Customer Engagement Expert, Community Admin

Pink Projects
Newcomer
Any answers on this? Same here...

Nguyen Minh
Graphisoft Moderator
Graphisoft Moderator
Hi All,

Thank you very much for your report and I am very sorry about the issue!

This morning (CET time), we were experiencing issues with the License Delivery service.

Users might experience general slowness when trying to download/upload their software key as well as occasional errors.

If the issue still persists by now, please let me know and I will ask for further information!

Thank you very much for your understanding!

Best regards,
Minh

Minh Nguyen
Technical Support Engineer
GRAPHISOFT

KenneyKim
Newcomer
Hi.
I can’t also login. The site can’t be reached error. Graphisoftid.graphisoft.com refused to connect

schagemann
Contributor
Has this been resolved yet?

Also can you provide an ETA on when the Australian license are available to be upgraded to ARCHICAD 24?
macinteract
Design Technology Managers.
All  on macOS | since AC 6

Archicad Framework > Smart Template 25 available soon...
Smart Tree, Transmittal and Universal Label and other smart GDL Objects
By Architects for Architects.

Nguyen Minh
Graphisoft Moderator
Graphisoft Moderator
KenneyKim wrote:
Hi.
I can’t also login. The site can’t be reached error. Graphisoftid.graphisoft.com refused to connect
Hi Kenney,

Thank you for the report and I am very sorry about the issue!

Could you try accessing https://graphisoftid.graphisoft.com/ via other browsers available in your machine and see if the website is accessible there?

Looking forward to hearing from you!

Best regards,
Minh

Minh Nguyen
Technical Support Engineer
GRAPHISOFT

Nguyen Minh
Graphisoft Moderator
Graphisoft Moderator
schagemann wrote:
Has this been resolved yet?

Also can you provide an ETA on when the Australian license are available to be upgraded to ARCHICAD 24?
Hi,

Thank you for your question!

The issue had been resolved last Friday, and the License Delivery must have been running well by now. Are you still having issue with uploading/downloading license, or are there any other issues?

Regarding upgrading license to Archicad 24, I believe it must be available already. I suggest contacting the local support in order to receive an exact answer to this question.

Thank you very much!

Best regards,
Minh

Minh Nguyen
Technical Support Engineer
GRAPHISOFT

Barry Kelly
Moderator
schagemann wrote:
Also can you provide an ETA on when the Australian license are available to be upgraded to ARCHICAD 24?
I actually just spoke to Central Innovation and the AUS licenses will be released on the 21st.

Barry.

One of the forum moderators.
Versions 6.5 to 25
Dell XPS- i7-6700 @ 3.4Ghz, 16GB ram, GeForce GTX 960 (2GB), Windows 10
Dell Precision 3510 - i7 6820HQ @ 2.70GHz, 16GB RAM, AMD FirePro W5130M, Windows 10

schagemann
Contributor
Thanks Barry - you beat me to posting an update...
macinteract
Design Technology Managers.
All  on macOS | since AC 6

Archicad Framework > Smart Template 25 available soon...
Smart Tree, Transmittal and Universal Label and other smart GDL Objects
By Architects for Architects.

Bruce
Booster
I use a Mac at work...no problem. I use a PC at home: no license. I don't know when it stopped as I only sporadically use ARCHICAD at home, but it's been unavailable since at least Saturday 25/07/2020.

I can sign in to Graphisoft ID, and the CodeMeter WebAdmin, but I can't get a software license for any of my ARCHICADs at home. I've spoken with my company's IT, and nothing has changed with their setup, so it should still be working.

I have turned off my firewall, and my antivirus: No luck.
Bruce Walker
http://www.brucepwalker.com
https://www.mindmeister.com/65450406

-- since v8.1 --
AC22 6025 INT Full | macOS Mojave 10 | 3.2 GHz Intel Xeon W | 32 Gb RAM | Radeon Pro Vega 56 8 Gb

Nguyen Minh
Graphisoft Moderator
Graphisoft Moderator
Hi Bruce,

Thank you for your question and I am very sorry for the issue!

Could you let me know a bit more about the setup that you have at home? Are you getting the license from the server's company via VPN, or did you download or borrow the software license to your computer? Do you see the license visible in CodeMeter Control Panel or License Manager tool?

To diagnose further, I will need the following information:

- The number of the SW key that you want to use(SW00000xxxxx)
- CmDust log (https://helpcenter.graphisoft.com/knowledgebase/25432/)
- A screen shot of License Manager Tool
- A screen shot of the files in the CmAct folder
macOS: MacHD/Library/Application Support/CodeMeter/CmAct
Windows: C:\ProgramData\CodeMeter\CmAct

Looking forward to hearing from you!

Best regards,
Minh

Minh Nguyen
Technical Support Engineer
GRAPHISOFT

Bruce
Booster
Thanks Minh.

The issue has been resolved now: but the cause was either the latest 23 installer, or the 24 installer (I installed both at the same time). One, or both of them cleared the server list in my CodeMeter license manager, so it couldn't find the authenticating server.

Sorted now.
Bruce Walker
http://www.brucepwalker.com
https://www.mindmeister.com/65450406

-- since v8.1 --
AC22 6025 INT Full | macOS Mojave 10 | 3.2 GHz Intel Xeon W | 32 Gb RAM | Radeon Pro Vega 56 8 Gb

Aleem
Newcomer
I'm having the same issue. Running Mac OS Catalina and Archicad 22.

There is no firewall active on my Mac. I have others in my office who use the same network and they have no issues logging in to the Graphisoft Log In page.

have tried using Safari, Chrome, Firwfox and Brave as browsers, all of them relay the same error message: This site can’t be reachedgraphisoftid.graphisoft.com refused to connect.
Try:

Checking the connection
Checking the proxy and the firewall
ERR_CONNECTION_REFUSED

Additionally, If i do try and access it from ArchiCAD itself it is still unable to connect.

Nguyen Minh
Graphisoft Moderator
Graphisoft Moderator
Aleem wrote:
I'm having the same issue. Running Mac OS Catalina and Archicad 22.

There is no firewall active on my Mac. I have others in my office who use the same network and they have no issues logging in to the Graphisoft Log In page.

have tried using Safari, Chrome, Firwfox and Brave as browsers, all of them relay the same error message: This site can’t be reachedgraphisoftid.graphisoft.com refused to connect.
Try:

Checking the connection
Checking the proxy and the firewall
ERR_CONNECTION_REFUSED

Additionally, If i do try and access it from ArchiCAD itself it is still unable to connect.
Hi,

Thank you for the question and I am very sorry about the issue!

Could you send me a screenshot of your hosts file by going through these steps:

- Open the Terminal on macOS (Finder > Utilities > Terminal)
- Run the following command (requires admin rights):
sudo nano /etc/hosts
- Enter password if required

Looking forward to hearing from you!

Best regards,
Minh

Minh Nguyen
Technical Support Engineer
GRAPHISOFT

Billerwell
Newcomer
Hi There,

I am having a similar problem. I am a new user and am setting up Archicad 24 on my Macbook Pro running MacOS Mojave 10.14.3
However, I am unable to access the https://graphisoftid.graphisoft.com/?app=GRAPHISOFT#/register/3/https%3A%2F%2Fgraphisoft.com%2F site to create a Graphisoft ID as I keep getting this error :

This site can’t be reachedgraphisoftid.graphisoft.com refused to connect.
Try:

Checking the connection
Checking the proxy and the firewall
ERR_CONNECTION_REFUSED

I have good internet and no firewall or proxy.
Here is the screenshot of the Terminal command you requested.
Any help here is greatly appreciated.
regards,
Billerwell

Nguyen Minh
Graphisoft Moderator
Graphisoft Moderator
Dear Billerwell,

Thank you for the screenshot!

As I can see in the hosts file, it contained some entries that block the connection to our server to confirm the license. Please remove every line that starts after "::1 localhost", then please save the hosts file by pressing Ctrl + O. Archicad should be able to find/verify the license afterward.

Please let me know how it goes. Thank you very much!

Best regards,
Minh

Minh Nguyen
Technical Support Engineer
GRAPHISOFT

Billerwell
Newcomer
Hi Minh,

Thank you for the process.
I removed everything after "::1 localhost" and saved as stated, but nothing changed and am still seeing the same result.
I have restarted the laptop and still not able to access the Graphisoft login page.

Billerwell

Nguyen Minh
Graphisoft Moderator
Graphisoft Moderator
Hi Billerwell,

Could you give a check in the nano text editor again to see if the entries are still there? If not, maybe a restart could help to apply the change.

Please let me know how it goes!

Best regards,
Minh

Minh Nguyen
Technical Support Engineer
GRAPHISOFT

Billerwell
Newcomer
mnguyen wrote:
Dear Billerwell,

Thank you for the screenshot!

As I can see in the hosts file, it contained some entries that block the connection to our server to confirm the license. Please remove every line that starts after "::1 localhost", then please save the hosts file by pressing Ctrl + O. Archicad should be able to find/verify the license afterward.

Please let me know how it goes. Thank you very much!

Best regards,
Minh
Hi Minh,

In addition this is the Terminal screen after saving (CNTL + O).


Do I need to do anything after this?

Regards,
Billerwell

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