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Error Message: “Could Not Establish Connection”

  • Updated

This error message usually means something is interfering with the Musio Connect’s ability to connect to the internet on your system. This could be due to a network issue or antivirus/firewall settings on your computer. Here’s how to troubleshoot:

 

Step 1: Check Your Internet Connection

  • Test your speed and stability at speedtest.net.
  • If your connection speed is slower than 5 Mbps, or if the ping is unusually high (above 100 ms), there could be issues with loading Musio data smoothly.
  • If your connection is unstable or lower than the numbers above:
    • Switch to a different Wi-Fi network or use a wired Ethernet connection if possible.
    • Avoid using mobile hotspots, which can be unreliable.

 

Step 2: Check Antivirus and Firewall Settings

Sometimes antivirus software or firewalls block Musio from connecting.

 

  • Add the following to your antivirus/firewall exceptions or allowed list in the settings:

 

If you’re not sure how to do this, you can search “[Your Antivirus Name] add exception” for instructions online.

 

Step 3: Restart Musio Connect

Musio Connect is the background helper app that manages downloads and account syncing.

 

To restart it:

  • On Windows:
    • Click File > Exit in Musio Connect, then relaunch from the Start Menu.
  • On Mac:
    • Click File > Exit in Musio Connect, then press Command (⌘) + Space, type “Musio Connect”, and press Return to relaunch it.

 

Step 4: Update Windows (Windows users only)

If you're on Windows and still seeing the error, try running a system update:

 

  • To do that, follow these steps.
  • Then, restart your computer and try Musio again.

 

Still Not Working?

If the error persists, we’re here to help! Email our Support team at support@musio.com and include the following:

  • Let us know that you saw this specific error message.
  • Let us know what happened when you tried the steps above.
  • Also, please send us your log files:
    • Open Musio.
    • Click the menu icon (☰) in the top-right corner.
    • Select Submit Feedback.
    • Check the box for "Include Log Files", then submit.

We will be in touch as soon as possible. Thank you!