Who is this article for?

  Users who encounter the error when using the desktop application

  IT Administrator permissions may be required to resolve the issue.

When using the desktop application, you may see the error message "An error occurred attempting to connect to the remote service." This is a generic placeholder message, and further steps are needed to identify the underlying cause.

1. Issue

This error can appear either when launching the desktop application or during normal use. The initial message does not provide useful diagnostic information on its own — it is simply a placeholder for the real error.

 

2. Solution

To find out more about the error, click the More Details link in the error dialog. This will open a second dialog displaying the message "An unexpected error has occurred."

From here, you have two options:

Option 1 — Copy to Clipboard. Click Copy to Clipboard to copy the full error message. You can then paste this into an email and send it to Ideagen Support. This is the recommended option when reporting an issue.

Option 2 — View Error Details On Screen. Click Show Error Details to open a further dialog. From there, select the errors listed in the left-hand column to view the detail directly on screen.

When contacting Ideagen Support, always use the Copy to Clipboard option and include the full copied message in your email.