Troubleshooting
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      "Failed to authenticate. Could not authenticate. There was a network issue." - PIX4Dfields

      IN THIS ARTICLE

      Error
      Description
      Cause
      Solution
      Examples of firewall configurations

      Error

      "Failed to authenticate. Could not authenticate. There was a network issue."

      failed_to_authenticate_round.jpg

      Description

      • Error when logging in PIX4Dfields Desktop or ParrotFields.
      • Error when starting a trial period.
      • Error when trying to download satellite images.

      Cause

      There is a proxy/antivirus/firewall on the PC that does not allow the application to validate the HTTPS certificate chain. As a result, communication with the PIX4D server is impossible.

      Solution

      To solve the problem, the user (or system admin) needs to add an exception to the proxy/antivirus/firewall for one of the following options:

      • PIX4Dfields (Windows or macOS)
      • Domains:
        • *.pix4d.com
        • *.*.pix4d.com
        • *.*.*.pix4d.com
        • services.sentinel-hub.com
      Information: The exception should be either for all ports OR port 443 (HTTPS).

      Examples of firewall configurations