Urgent: Widespread Connectivity Issues in Russia Since March 30 – Request for Immediate Assistance

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D5 Render Version: 2.10.1.0579
Graphics Card: RTX 3080 10gb
Driver Version: 11.0.3.218
Issue Description:

Dear D5 Render Support Team,

I hope this message finds you well. I am writing to bring to your attention a critical issue affecting numerous users in Russia since March 30. Multiple reports (potentially dozens or even hundreds of users) indicate severe problems connecting to D5 servers, accessing libraries, and loading models. This disruption is causing significant workflow interruptions, leading many to consider alternative solutions—a scenario I’m sure neither of us wants.

Given D5 Render’s reputation as an industry-leading tool, we sincerely hope this matter can be resolved promptly. Could your team:

  1. Investigate potential server-side or regional connectivity problems?
  2. Explore whether ISP restrictions or third-party interference might be involved?
  3. If necessary, engage with relevant Russian authorities or local partners to restore access?

We deeply appreciate your efforts and understand the complexities involved. D5 remains our preferred choice, and we’re eager to continue working with it. Any updates or temporary workarounds you could share would be invaluable.

Thank you for your time and dedication—we trust in your ability to help resolve this. D5 is truly the best, and we’re grateful for your support.

Best regards, Denis

Screenshots/Videos Description:
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Steps to Reproduce (optional):
Steps Taken to Resolve the Issue:

  1. Restarted D5 Render.
  2. Restarted the computer.
  3. Reinstalled D5 Render completely.
  4. Verified available disk space and confirmed the system meets all requirements.
  5. Rolled back D5 Render to version 2.8 (previous stable release).
  6. Updated D5 Render to the latest version (2.10).
  7. Added D5 Render to firewall/antivirus exceptions (allowed through all protections).
  8. Launched D5 Render as Administrator (with elevated permissions).

Result: The issue persists—connection to servers, libraries, and model loading remains unavailable.

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Hi @igraphlab

I apologize for the inconvenience. Several users have reported the same issue that you are experiencing. We are currently investigating this issue and will resolve it as soon as possible.

Just a follow-up question:

  • Are you able to use AI Tools?
  • Does connecting to another network work?
  • Have you tried whitelisting our IPs? If not, please let me know I can provide our IPs and see if the issue persists.

Update: We have not imposed any restrictions on the Russian network. We tested using a Russian VPN and were able to log in and access the asset library normally. Please check whether your network environment has implemented any restrictions. If it has, please whitelist our IPs, I have sent them to you via Direct Message.

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