1. Here's how

1.1: Please add an exclusion for Lumion in all third party firewall/anti-virus/security software you are using.

If you need help with this step, please contact the manufacturer of your firewall/anti-virus/security software.

1.2: If you can't add an exclusion for Lumion, please make sure that Lumion is allowed to access the following domains and ports in any third party firewall/anti-virus/security software you are using:

• Knowledge Base: Which domains and ports does Lumion need access to?

1.3: Please add an exclusion for Lumion in Windows Defender Antivirus and Windows Firewall:

• Knowledge Base: How do you add an exclusion for Lumion in Windows Defender and Windows Firewall?

1.4: If the problem persists, something on your PC might be blocking access via the 'hosts' file. To find out if that is the case, please type 'Notepad' in the Windows search field.

1.5: Right-click on the 'Notepad' entry and select 'Run as administrator':

1.6: Then open the 'hosts' file from C:\Windows\System32\drivers\etc\ (not 'hosts.ics'), remove all lines that contain the word 'lumion' and save the 'hosts' file again.  Do not save it with a file extension, for example hosts.txt.

1.7: Can't see the file 'hosts' in the folder?

• On the View tab of Windows File Explorer, check the box 'Hidden Items'
  
  
  
• If you still cannot see the 'hosts' file, click 'Options' on the View tab of Windows File Explorer.
  • • Then in the resulting dialog, click the View tab
         In the list uncheck the option 'Hide protected Operating System Files'

1.8: If this does not resolve the problem, we can take a look at the software that is installed on your PC to see if you missed some other security software that might be blocking access.

To get started, please forward the following to us in a new Support Request: 

1. A screenshot of any error messages from Lumion.
2. Screenshots of the exclusions for 'Lumion.exe' that you have added to your firewall/security software as per step 1.1 to 1.3 above.
3. • In the Windows search field, please type 'system information' and press Enter.
   • In the System Information window, select File -> Save.... and wait for the .NFO file to be generated.
   • Attach the .NFO file to your Support Request.

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