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Home > Support > FAQ > When I activate your product online, an error message appears and says "A problem was encountered while trying to communicate with the activation server"

When I activate your product online, an error message appears and says "A problem was encountered while trying to communicate with the activation server"

If you browsed our website without any problem, then the problem should be resulted from your proxy server settings.
There are two methods to solve this problem.
Solution 1

1> Click "Advanced..." when the "Internet Error" dialog box pops up.

2> Choose "HTTP", enter the IP address, the Port of your proxy server, your
User Name and Password, then click "OK".

3> Now, your DocuCom PDF product is activated successfully.
Solution 2

1> Launch Internet Explorer and choose "Tools>>Internet Options...".

2> Select the tab "Connections" and click "LAN Settings...".

3> Check "Use a proxy server for your LAN", and enter the IP address and the Port of your proxy server.

4> During the process of activating DocuCom PDF product, a dialog box requiring your User Name and Password will appear. Simply complete them to finish the online activation process.
Note: If you cannot connect to our website, you may choose offline activation instead.