Signera Knowledgebase

1)

If you're using Wireless, attach your Wireless network and reboot. You can follow step 5b in the Quick Start Guide. If you misplaced your guide, you can find one online at signera.net/quick

If you're sure you have an internet connection, but saw the message, then attempt to restart again. Make sure you aren't putting the computer in sleep or suspend mode. It needs to be fully shut down and fully restarted.

If you're sure you have an internet connection, and confirmed you shutdown the computer and turned it back on, then you may want to confirm you can reach Signera's servers. More information can be found in this article: My Internet Connection Appears to be Down, How do I fix?

2)

Lastly if you have confirmed the media player is online, you can reach www.signera.net from a web browser, and you've turned off the computer for 30 seconds, waited, then turned it back on and this error is still happening there is one other thing you can try.

Go to the "taskbar" (it'll auto-hide but will show when you move the mouse to the bottom of the screen).

Go to the bottom right corner next to the Date/Time. Look for an icon in the taskbar icon tray that is 3 red dots on top of 3 gray dots (or vice-versa).
It looks like this:


You may have to hit a little "up arrow" to see all your icon tray icons if your icon tray has a lot of icons.
This icon looks like this:

Right-click on this red and gray dot icon and go to "Quit". It may take up to 10 seconds for everything to close.

Once you've confirmed the application is correctly closed, open "Signera Desktop Preview" or "Signera Desktop Engine" (or something similar). You should be able to find this a number of different places: on the Taskbar Quick-Launch section, on the Start Menu Quick Launch Section, sometimes on the Desktop (if icons aren't hidden), or within "Start" "Programs" "Signera". The icon will look like an 8.5x11" piece of paper with white or blue lines however the name will show if you hover over the icon long enough.
The icon looks like this:

3)

Try to visit https://www.signera.net/downloads/svc_center/master_manifest.xml directly from the media player. Does this work? If not, you have an internet connection issue with your media player. You may wish to contact your IT department as you can visit www.signera.net but not specific data files needed by the media player.

If it does work, we recommend turning off your Windows Firewall to see if that is conflicting with the Signera application. You can find more information on turning off your Windows Firewall here: https://www.lifewire.com/how-to-disable-the-windows-firewall-2624505