Why can't LivePlan connect to the server?

When LivePlan is unable to reach the server to save changes, you'll see the following message:

can't reach server 12-22.png

What does this mean?

This error usually indicates that the connection between your LivePlan account and our servers has been interrupted. In many cases, the interruption is momentary; you can click Try now and continue working normally.

It's rare but possible that our servers are experiencing issues or are down for scheduled maintenance. You can find out if this is the case by checking our Status page.

If our server status is "All systems go" and the error message persists, there could be a slow-down or interruption in your internet service. It's also possible that your internet connection's upload speed isn't currently strong enough to save your changes to our server every 5 seconds.

Note: You would still be able to load other websites normally if your upload speed isn't strong enough for LivePlan to operate. This is because viewing web pages involves downloading, not uploading.


What should I do next?

Is your internet connection down?

If you click the Try now link in the error message and see a message that says, "Unable to connect to the Internet" or something similar, then the problem may be that your Internet connection is down. To resolve this issue, follow your usual troubleshooting behavior — check your Wifi router, cable modem, etc., or contact your service provider for support. 


Is your internet connection slow or intermittent?

You may also see this error message when you have a spotty or slow connection. LivePlan is an interactive website that requires a strong, steady upload connection in order to save your changes frequently. Below are some conditions that can cause your connection to be spotty or slow:

  • Using a wireless connection too far from the base. Increasing the distance between your computer and the wireless base can significantly reduce your upload speed and quality. Moving closer to the base, or using a wired connection, will usually resolve this issue.
  • Streaming content on the same internet connection. Streaming content such as music or movies, or experiencing other significant network traffic, can disrupt the operation of LivePlan in some cases.
  • Using a 3g or 4g hotspot connection. Cell phone connections are simply not consistent enough, and there can be a long delay in sending requests back and forth.
  • Using Internet service with severely reduced upload speed and connectivity. Some internet providers optimize their service for fast download speeds but provide extremely slow or weak upload connections. The upload connection is what LivePlan relies on. You can always try a speed test to find out your connection's current upload and download speeds.


Still need help?

Please contact us, and we'll be glad to help you with the troubleshoots above. We are available Monday through Friday, 8 a.m. to 5 p.m. Pacific Time, other than on U.S. holidays.

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