I’ve been having problems with my library for two weeks, none of my library items load, the only way to get my items to load is by connecting my computer to a VPN, I work online and connecting to a VPN means creating a work problem for me, how can I solve this?
Hi there, I apologize for the inconvenience.
- Please ensure that your internet provider is not blocking D5 Render
- Or this may be caused by your router settings.
Please add our D5ports to your whitelist, and I will send you these ports privately. Thank you.
i m too face this kind of problem and can u help me?
Hi there. Is it the same situation as the first user? Please try using a VPN or transferring to another network and see if there are any differences. This issue usually stems from network connectivity problems; it may be because of your router setting or your internet provider blocking our ports.
I did it with a different connection and the same thing happens, I don’t know what’s going on and connecting a VPN turns out to be a serious problem for me because of the type of work I do.
Hi there. Please check your inbox, I have sent you the D5 ports for our asset library which can be used for whitelisting. Nevertheless, I also want you to try several probable solutions for this fix:
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Windows Settings - Network&Internet - Ethernet - Network - IP Settings
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Keywords searched for in the assets library are not cleared up.
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Conflict software/encryption software/antivirus reasons—Please check using D5’s Support Tool
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Difference between user device time and standard time
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May I also know which region or country you are in and what internet provider you use?
For a detailed information and instruction please visit this link: Why are the assets not displayed in the assets library? | User Manual. Let me know if any of these helps, thank you.
Hi there, thank you for updating us. May I know which of the following solutions I have suggested you followed? 
Hello I am having the same problem. I tried all the solutions you mentioned but couldnt achived at the end. Also I cannot set a VPN since I am using a work computer. May you help?
- Are you able to log in normally in D5?
- How about the AI Tools, are they functional too?
- Which region/country are you from?
Since you have mentioned that you are in a company or work setup, please let your IT Department assist you regarding this issue. Please let them check if there are any blocks or restricted IPs. We can provide you with the list of our IPs that your IT Team may need to whitelist. I will send it to you privately.