Troubleshooting

This message means FileMaker Pro couldn't reach the file on the server. Work through these in order:

1. Check your internet connection. Make sure other websites load normally.
2. Check the server address. The hostname or IP address you're connecting to should match the one in your welcome email. Even a small typo will produce this message.
3. Try a different network. Connect through a phone hotspot or another location. If it works there, your office network or internet provider may be blocking the connection — FileMaker Pro connects on port 5003, so that port needs to be open for outgoing traffic.
4. Update FileMaker Pro. Install the latest update for the version you're using, and make sure that version works with your server's version.
5. Check that the file is open on the server. If you have Admin Console access, confirm the database is listed and open. If it isn't, that's the problem — open it, or let us know.

Still stuck? Open a ticket.

The login in your welcome email is for the Admin Console and the client area — it isn't a login for your database. Your database needs its own accounts and privilege sets, set up inside FileMaker. If you uploaded a database before adding accounts, close and remove it from the server, add the accounts, and upload it again. More in the FAQ.

1. Check your own connection first — a slow or unstable network between you and the server is the most common cause.
2. Try from another network, like a phone hotspot, and compare.
3. Find out whether it's slow for everyone or just you. If just you, it's almost certainly your network or computer.
4. Close FileMaker completely, reopen it, and try again.

If it's slow for everyone, or slow from every network, open a ticket and tell us when it started and what changed. Distance matters too: a server far from your team will always be slower than one close by.

1. Open the same address in a different browser, or in a private window. If it works there, clear your browser's cache and cookies for the site.
2. Make sure you're using the address exactly as given to you, starting with https://.
3. Check that you're on a current version of your browser.

If it fails in every browser, let us know.

The Admin Console address and login are in your welcome email. Check that you're using the address and username from that email, and that the password is typed exactly. If you've lost the details or the password no longer works, open a ticket and we'll get you back in.

1. Check that the problem is really your site: try it from another device or network.
2. Log into the client area and make sure your service is active and no invoice is overdue. A suspended account takes the site offline.
3. Check that your domain name hasn't expired.
4. Think about what changed — a recent plugin, theme or update to your site is a common cause.

If it's still down, open a ticket with your domain name and the exact error message.

There are several possible causes, from a full mailbox to settings at the sender's end. Start with the knowledge base article that walks through them: read the email troubleshooting article. If it doesn't solve it, open a ticket and include the full bounce message.