The error message "Cannot Contact Update Server" indicates a communication issue preventing Surfer or Grapher from reaching the Golden Software update server. While your computer may have a general internet connection, specific network or security restrictions could be blocking the software's access.
Security firewall, proxy, anti-virus or anti-malware is blocking communication
These blocks can exist locally on your computer or at the corporate network level. To resolve this, ensure your security infrastructure allows HTTPS traffic to our server by adding the following domain to your allowlist:
-
Domain:
golden.prod.sentinelcloud.com - Protocol: HTTPS
- Port: 443
Note: Even if your browser can reach this URL, individual security rules may still block the Golden Software application itself. Explicitly permitting this domain usually resolves the conflict.
Related Resources
Additional assistance
If the troubleshooting steps above haven't resolved the issue, there may be a more complex issue at play. You will need to reach out to our Customer Success Team for further assistance. To help our support agents diagnose the problem quickly, please gather the update log using the steps below and upload it with your request.
Ready to reach out? Here is what we need:
- Open Windows File Explorer.
- Enter
%temp%in the navigation bar or navigate toC:\Users\<your user name>\AppData\Local\Temp - In the search bar, enter Golden Software Update Log to help find the relevant file.
- Make a copy of the file Golden Software Update Log.txt and save it to your desktop for easy access.
- Contact our Customer Success Team via this support form link, the form will be partially filled out for you.
- In the Your email address field, please add your email address.
- In the Message box please add what product you are trying to update, your support code, and what steps you have taken so far.
- In the Attachments field, click Add files and attach the log file located in the previous steps.
- Click Submit.
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