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.

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

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.

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