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I cannot login I don't have a My Cloudmark account

I can't connect to the Cloudmark Service.

Issue:

Cloudmark Desktop displays an "Unable to connect" error when it is unable to reach the Cloudmark Service. This can happen for several reasons:

After you re-connect to the Cloudmark service, you can use Cloudmark Desktop to clean up any remaining spam or phishing messages.

Solution:

How to check your Internet connection

  1. In Windows, open the Start menu.
  2. Select Control Panel.
  3. Double-click the Network Connections control panel.

    The control panel includes a list of your configured network connections.

  4. Double-click the Local Area Connection or the one that states "Connected".

    The Status window opens.

  5. Watch the numbers in the Activity area of the window.

    If these numbers are increasing, then you are connected to the Internet. If they are not increasing, contact your system administrator or your Internet service provider.

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How to troubleshoot personal firewall software

  1. If you personal firewall software displays a dialog box that asks you whether you want to allow a connection to Cloudmark, be sure to allow this connection. If you have already denied the connection, consult the documentation that came with your personal firewall software to find out how to undo this.
  2. Open the Start menu and select Run....
  3. Type CMD.
  4. Click OK.
  5. Enter the following:
    telnet discovery.cd.cloudmark.com 2703

    If you receive a response that includes "sn=D&", then your telnet was successful. If you do not receive a response, then port 2703 is not open.

  6. Check your personal firewall software's log for information about why port 2703 is closed.
  7. Consult the documentation that came with your personal firewall software or contact your vendor to find out how to open port 2703.

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How to configure ZoneAlarm for Cloudmark Desktop

  1. In ZoneAlarm, click the Program Control tab.
  2. Click the Programs tab in the top right-hand corner.
  3. In the Programs field, right-click on Microsoft Outlook.
  4. Select Options.
  5. Make sure that the button next to "Allow access to all ports and protocols" is selected.
  6. Click OK.
  7. Make sure that there is a green check mark next to Microsoft Outlook for both Access and Server in both the Trusted and Internet columns. You can add the check mark by left clicking over the question mark and selecting Allow.
  8. Click the Components tab.
  9. Verify that the component spamnet.dll is listed and has a green check mark in the Access column. If it has a question mark, left click on the question mark and select Allow from the pop-up menu.
  10. Click the Programs tab.
  11. In the Programs field, right-click the InstallShield Update Service Agent.
  12. Select Options.
  13. Make sure that the button next to "Allow access to all ports and protocols" is selected.
  14. Click OK.
  15. Make sure that there is a green check mark next to InstallShield Update Service Agent for both Access and Server in both the Trusted and Internet columns. You can add the green check by left clicking over the question mark and selecting Allow.
  16. Click on the Firewall tab
  17. Under Internet Zone Security, click Custom.
  18. Click the Internet Zone tab.
  19. Select "Allow outgoing TCP ports".
  20. Enter port 2703 (at the bottom of the menu).
  21. Click Apply.
  22. Click the Trusted Zone tab.
  23. Select "Allow outgoing TCP ports".
  24. Enter port 2703 (at the bottom of the menu).
  25. Click Apply.
  26. Make sure that "Block outgoing TCP ports" is not checked for either Trusted or Internet Zone menus.
  27. Close Zone Alarm and reboot your computer.

Keywords

error, warning, dialog, failure, connect, internet, firewall

Last updated: 12/17/12