If you’re trying to start inFlow On-Premise and you’re getting this error: “There was an error connecting to inFlow”, there could be a number of reasons causing this issue.
This error can be caused by your antivirus preventing inFlow from starting up properly. There are parts of inFlow that requires administrator access (service start-up, database connection, etc.) and some antiviruses may stop this.
First, open your antivirus and look for a way to disable it temporarily (we can re-enable this later if we’ve ruled out antivirus as the cause of the issue). Each antivirus is different, but generally this would be in the main screen where you can switch your protection on / off, and for how long (ten minutes should be enough).
Once you’ve done that, try to restart the inFlow service.
Try opening inFlow again. If that worked, great! It’s a problem with the antivirus flagging inFlow incorrectly. It’s possible to add inFlow as an accepted / trusted program through your antivirus, though again each antivirus has a different way of adding this setting. You may have to search for instructions to do this, for example you can search “Add program Norton antivirus” or “Add program McAfee” to get specific instructions.
Occasionally if there are any outstanding Windows updates that need to be installed that can prevent inFlow from launching. To check that your Windows is up to date please see the steps below.
- Click Start (or hit your Windows Key), type in Windows Update and click Check for updates.
- Install any “Important updates” you see.
- Restart your computer first before trying to launch inFlow.
Are you using a Dell computer?
We’ve had some reports of certain customers experiencing troubles starting inFlow on Dell computers after a recent Windows update (primarily in Windows 10). Following the update, a pre-installed service, Dell SupportAssist Agent, now uses the same port that inFlow needs to run properly. In v3.5.2 of inFlow On-Premise, we released the feature to choose which port inFlow installs with. If you are eligible to install or update to v3.5.2:
- Uninstall inFlow and re-run the inFlow installer.
- Click Customize my Installation.
- Select Server and Client.
- Select Use a custom port and set the port to 5800.
We no longer support older versions of inFlow On-Premise. To be eligible for the latest updates, you can renew your maintenance plan by following the steps here.
Clean up and reinstall
If disabling your antivirus didn’t work either, then it’s probably related to the program installation instead of the antivirus (you can turn the antivirus back on now). This error message can show up if certain components are missing / uninstalled, or if you’ve recently upgraded your Windows (e.g. Windows 7 to Windows 10). Please follow the instructions in the clean up article here to preserve your data and reinstall inFlow: cleaning up and installing inFlow.