for two days i have had an error message about refresh error when trying to download my content to iclone or character creator.   is anyone else having this issue?  it also says i lost internet connection, many times, and my internet is perfect. thanks

I'm not seeing any problems myself and content downloads appear to be working fine in my testing.

If you haven't already, I would try shutting everything down, including the computer, and then restart iClone 8. Then if the problem persists, it would be wise to contact Support who should be able to help you diagnose the problem.

https://www.reallusion.com/CustomerSupport/UserEx/QForm.html


                                                                

Peter
Forum Administrator

www.reallusion.com

i reinstalled the hub, and after trying all day, it finally updated me to iclone 4.   I still cannot get anything to download and support told me to do what i already have.  support has not been too helpful.  I mean why would this start a couple of days ago after working perfectly, if its at their end they are not telling me.  what if I can never download anything again?

This same thing is happening to me recently.  I tried uninstalling and installing the latest version.  I have internet fine and even turned off my firewall and it still says I don't have an internet connection.  Even the network diagnostics shows I can connect to the internet fine.  
Can support please help?  

If the issue were solely at our end it would affect everyone but that isn't the case. Sadly this appears a local system issue, possibly related to your security settings which may be preventing a functioning connection to our servers (this is why you get the error message about not being connected to the internet).

I think there is also some confusion over what it is you can't download. In your original post you mentioned not being able to install content, but in Support you say the issue is that you can't download Character Creator 4 or Cartoon Animator 5. It is important we are clear on this because software are content  are downloaded differently. Software is downloaded using the Reallusion Hub and content is downloaded using Content Manager within iClone 8 or CC4. So please clarify exactly where the problem is.


                                                                

Peter
Forum Administrator

www.reallusion.com

still cant download my content.  refresh error, parse error, token error. 

If you continue to have problems please keep in contact with Support and update them with any error messages you receive. This will help them track down the problem.

                                                                

Peter
Forum Administrator

www.reallusion.com

I have made some progress. Changed to Chrome as default Browser. Then I Disabled IPv6 on my advanced internet options. I can now Logon to the RA Website and the Hub. I can also download most of the CA content I have recently purchased. 

There seems indeed to be a sensitivity of the Hub to an enabled IPv6 setting. 

In my case I was unable to install CC4 with repeated messages that I didn't have an internet connection, which I have. So I disabled IPv6 and that did the trick.

As the Hub seems to be the only program that doesn't like IPv6 and disabling may break other applications, it might be something for RL to look into.

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This was posted last month. But today in the evening iClone says that my Accuface serial number is incorrect and then that I need to log back into my account. However when I go to the menu it shows that I am logged in. The Reallusion hub also kicks me out. So I can't use my software is very infuriating. The thing is I was using it fine this morning. No matter how many times I log back it it kicks it back out. I am going to try the IPv6 trick but...