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Install troubleshooting

The following table lists the error messages that you may encounter while logging into the Experian Pandora client, and how to fix it.

Message Description
Unrecognised server name This happens because the client does not recognise the host name as a location it can connect to. For example, the location is not reachable on your network.
Invalid username or password This happens when your username or password are incorrect.
Connection refused by server This happens when you can connect to the server location but your connection is being refused/blocked. This could be because the port is incorrect, or due to a firewall/permission blocking your connection. This can also happen if the Experian Pandora server has not been started.
Not logged in This happens when you have a server/client version mismatch, for example, connecting to an Experian Pandora V5.0.0 server with an Experian Pandora V4.3.0 client. (Version 5.1.0 and earlier)
Failed to connect to the server This happens when you have a Server/Client version mismatch, for example, connecting to an Experian Pandora V5.2.0 server with an Experian Pandora V5.3.0 client. (Version 5.2.0 and later)
Connection timed out This happens when your request to connect to the server times out. For example if you click connect, the client will send a request to connect, if it receives no response within a couple of minutes, your request will time out and you will be presented with this error. Example: Connect using an IP address that cannot be reached