Arcade Says I'm Offline When I'm Online

This article lists troubleshooting methods for connectivity issues in Arcade. This includes login issues and errors such as "Could not finish downloading...please check your connection" and "Failed to load preview. Please check your connection and try again later". We recommend going through this list in order. Check simpler issues such as firewall access before attempting more involved reset methods.

Firewalls and VPNs

Check to see if you're using a firewall, VPN, or 3rd-party connection blocker app (such as Little Snitch or Lulu), that may be preventing Arcade or your DAW from accessing the internet.

If so, authorize Arcade and your DAW to bypass your firewall and deactivate your VPN or any other apps that may block your connection.

Unauthorized Software Disclaimer

Many pirated or unauthorized DAWs will block access to the internet either via changes to the software itself, creating firewall rules, changing the users host file or by other means. 

If Arcade is loaded in the DAW, the unauthorized software can and will block Arcade from accessing the internet as well.  We do not condone the use of unauthorized software and if Arcade is working normally in standalone, but not in an unauthorized DAW, then we will not be able to troubleshoot the issue. 

It would be best to purchase a fully authorized license, then contact the DAW manufacturer's support to help get their software unblocked.

Arcade Login reset

This method initiates a new Arcade session with our server, which can help alleviate connectivity issues.

  1. Close your DAW.
  2. Open Arcade in Standalone mode.
  3. Log out of Arcade.
  4. Log back into Arcade.
  5. Reopen your DAW and load Arcade.

Performing a Soft Reset

If the issue persists, the next step is a soft reset. This initiates a new session on our back-end server without affecting any of your existing Arcade content.

  1. First, navigate to the following folder:
    • macOS:/Library/Application Support/Output/Arcade 
    • Windows: C:/ProgramData/Output/Arcade
      • ProgramData is a hidden folder by default. To learn how to display Hidden Folders on Windows, click here.
  2. Delete the following files:
    • api-user.xml
    • config.xml
    • The Assets folder
  3. Restart your system.
  4. Launch Arcade.

Reinstall Arcade

Hold your horses for a second. Before you go down this route ask yourself these questions;

  • As mentioned above, do you have a firewall, VPN, or anti-virus that might be blocking your DAW's access to the internet?  
    • Arcade needs access to the internet to work, so if anything is blocking that, you will see this offline error. Double check that none of these are enabled on your machine. 
  • What is your internet speed? 
    • Slow internet? We recommend at least 20Mbps for Arcade to work properly.
  • How much available storage is there on your hard drive? 
    • Arcade and all it's wonderful samples need hard drive space to download so if your computer is maxed out on space, that could be the cause of this issue. 
  • Are you using a public or private network? 
    • Arcade needs a private network to work properly.
  • Does this issue occur when using the standalone version of Arcade? 
    • If this issue only happens in your DAW, that means there is some setting in your computer that is preventing internet access for your DAW. However if it's happening in standalone mode, then most likely there is an issue with your installation. We would recommend you proceed with reinstalling Arcade (instructions below). 

Reinstalling Arcade is a last-resort method that may delete all your downloaded content and custom Kits. This should only be reserved for when other troubleshooting methods fail to resolve your issue.

For instructions on reinstalling Arcade, click here.

If you continue experience issues, please contact support. 

Was this article helpful?
0 out of 2 found this helpful

Articles in this section

See more
Our support hours:
Mon - Fri 6:00a.m. - 6:00p.m. PST Saturday - Sunday is limited availability