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Common network troubleshooting steps

If you are experiencing network connectivity issues, please try the following steps, in order.

Restart your Mac

In our experience, 9 times out of 10, restarting your Mac will solve the network connectivity issue you may be having. No kidding. Please try a restart first, then come back to this page if problems persist.

Check your Date & Time Settings

The date, time, and time zone settings on your Mac need to be correct in order to communicate securely with our servers. Please double-check that the date, time, and time zone are correct:

  1. Choose  > System Preferences from the menu bar at the top of your screen.
  2. Click on Date & Time
  3. Make sure the settings under the "Date & Time", and "Time Zone" tabs are correct

If Direct Mail still cannot connect to our servers, please continue on to the next step below.

Clear Cache

If your Mac is working properly, you should see an image of the Direct Mail app icon appear below this line:

Direct Mail app icon

The image should appear above this line.

If the image does not appear, then something may be wrong with your Mac's certificate store or network cache. Please try these steps:

  1. Quit Direct Mail
  2. Open the Terminal application. It is located inside the Applications > Utilities folder. You can also search for it using Spotlight (the magnifying class in the top-right corner of your screen).
  3. Copy the following line of text, paste it into the Terminal window, and press the Return key (you will be prompted to type in your macOS user account password):

    sudo crlrefresh r p v; rm -rf ~/Library/Caches/com.ernieware.* ~/Library/Containers/com.ernieware.directmail/Data/Library/Caches/com.ernieware.*;

  4. Back in your web browser, press the Command-Shift-R keys to force-reload this page. Note that the Shift key is important, because it forces your web browser to ignore any cached data.

If the image still does not load, or if Direct Mail still cannot connect to our servers, please continue on to the next step below.

Test Link

If you are using Firefox, please stop and open this page in Safari or Chrome before completing this step. Firefox does not use the system-provided certificate store and is therefore not useful as a diagnostic tool for Direct Mail network connectivity.

Please click the following link. A new tab should open and an image of the Direct Mail app icon should load. If you do not see the image, or if your web browser displays any errors, please take a screenshot of the error and contact our support team. You can take a screenshot by holding down the Command-Shift-3 keys. The screenshot is saved to your Desktop.

Click this link

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