Troubleshooting Axure Cloud Connection Issues

There are a number of actions in Axure RP that require a connection to the Axure Cloud servers: logging in to your Axure account, publishing a prototype to Axure Cloud, and any actions related to team projects. If Axure RP is unable to communicate with the Axure Cloud servers while attempting one of these, you'll see this error message:

Unable to connect. Please make sure you have an internet connection and try again.

This could be caused by something as straightforward as an interruption in your internet connection, or it could be caused by a network security mechanism blocking Axure RP or the domains it's trying to access. The troubleshooting steps below address the most common causes of this error.

Note

If you'd rather work directly with Axure Support to find a solution, please feel free to email us at support@axure.com.

Update Axure RP

Ensure that Axure RP is up to date. To do this, compare the version number listed at Help → About Axure RP with the current version number listed on our website at www.axure.com/release-history.

Tip

Once Axure RP is able to communicate with our servers, you can use the Help → Check for Updates dialog instead.

If you aren't running the most recent version, download and install it. Then, try publishing your file or logging in to your account again.

Log In to Axure Cloud in Your Web Browser

Check to see whether your computer is able to access the domains that Axure RP needs to communicate with. To do this, try logging in to app.axure.cloud in your web browser.

If you're unable to load the page or to log in, something in your network security may be blocking access. You'll want to reach out to your IT department to get access to the following domains:

app.axure.cloud*
www.axure.com/portal*
accounts.axure.com/user/*

Check Proxy and Firewall Settings

If you're able to access the Axure Cloud website, something in your network environment may be blocking Axure RP’s internet access. This is often a firewall or, if you’re using a Windows computer, a proxy server.

In the case of a firewall, Axure RP will need to be added to its safe list.

For a proxy server (Windows only), you’ll need to configure Axure RP’s proxy settings at Account → Proxy Settings or by clicking Proxy Settings at the bottom of the Manage License dialog.

Your IT department may need to help you with these.

Note

If you're able to access app.axure.cloud in your web browser, you can upload your prototypes via the web interface.

Check Your Internet Connection

If none of the steps above has led to a solution, there may be a general internet connectivity issue to blame. This could be at the level of your computer or your network, so you’ll probably want to reach out to your IT department for assistance.