Vienna Assistant - Trouble Shooting

Sometimes, a manual installation of our software makes sense. Here are the steps:

1. Download the installer via right-click or from the product view. (This will not install the software, yet).

If you are not sure where the file has been downloaded to, you can double check your download folder in the Vienna Assistant Preferences.

2. Unzip the file and run the installer, locally.

3. Complete the installation process.

Ensure that your licenses are activated in iLok License Manager.

If the login page returns a "Could not connect" error, it is usually due to browser security features blocking the handoff back to the app. This has become more common due to recent browser and OS security updates.

1) General (recommended)

• Check firewalls/security software:
  Ensure no firewall, antivirus, VPN, or network security tool blocks Vienna Assistant.

• Refresh your login session:

  • Log out here: https://api.vsl.co.at/auth

  • Quit Vienna Assistant

  • Relaunch Vienna Assistant and click Log in again

2) Browser-specific solutions

Safari (macOS only)

Safari may block the required connection by default.

• You see "Could not connect to Vienna Assistant" with a Retry button. Click Retry once. In most cases, the login will complete on the second attempt.
  

• Safari shows "Can't open the page".

  • Open Safari → Settings → Security

  • Disable "Warn before connecting to a website over HTTP"

  • Retry the login from Vienna Assistant

Google Chrome or Chromium-based browsers

Chrome may block the required access for the local login handoff back to the Vienna Assistant app.

• Allow Local network access if prompted OR

  • Open Chrome → Settings → Privacy and security → Recently activity → auth.vsl.co.at

  • Set Local Network Access = Allow

• Then retry the login from Vienna Assistant

Firefox

Firefox’s HTTPS-Only Mode can block the login.

• Allow Local network access if prompted OR

  • Open Firefox→ Settings → Privacy & Security → HTTPS-Only Mode

  • Enable temporarily or add https://api.vsl.co.at/auth as exception

• Then, retry the login from Vienna Assistant

Brave

By design, the Brave Shield feature blocks all communication between the login page and the Vienna Assistant app.

• Disable Brave Shield for https://api.vsl.co.at/auth

The Vienna Assistant does show the amount of space available, which can include both free space and “Purgeable Space”, the latter being space that only macOS itself can free up when needed by removing files from your computer.

macOS Support - Disc Utility

Unfortunately, there is no verified information from Apple on what exactly classifies as purgeable space. It often helps to erase older time machine backups or to simply restart your computer.

We advise to check for the following in particular:

• Local Time Machine backups

• Allocated iCloud space

• Files inside the bin

The download speed with our torrent-based download system depends on many factors and mainly on the route the data takes from our servers around the globe to your computer. Make sure that your firewall settings and anti-virus programs allow these downloads.

Some universities and offices might restrict such downloads, so please check with your administrator.