The Sidebar is a web application that runs inside your favorite authoring tool. This means that a lot happens in the background and there may be different reasons why you can’t connect. We’ve made a list of some issues we’ve seen that can help you troubleshoot your connection.
You can solve some issues just by making sure that your Acrolinx Server address is correct and that you’re connecting to the right server. We’ll show you which messages you might see in the Sidebar if you come across an issue with your server address.
For other issues, you need IT expertise to troubleshoot and solve. So, it’s a good idea to contact your Acrolinx administrator and they can take it from there.
The Acrolinx Server Address Is Incorrect
If the Acrolinx Server address you entered is incorrect, you’ll see this message: “It looks like the server address is incorrect. Check the address and try again.”.
Or maybe you forgot to enter ‘https’ instead of ‘http’? You’ll see the message: “You need to connect to a secure server. A secure server address starts with “https”.”.
What to Do?
Check with your Acrolinx Server administrator to make sure you're using the right address. Try adding the port number and correct protocol (http or https).
This is the complete format of the Acrolinx Server address:
For example: https://smarttech.acrolinx.com:443
Important! Sometimes it’s not easy to tell the difference between an incorrect address or other connection problems. You might see the message: “We couldn’t connect to your Acrolinx Server…”, and it’s still just a typo. So, checking your address is the first thing to do if you can’t connect.
I Still Can't Connect
You’ve checked that the Acrolinx Server address is correct but you still get the message “We couldn’t connect to your Acrolinx Server…” when trying to connect? It looks like there’s another connection issue.
What to Do?
Contact your Acrolinx Server administrator and ask them to go through the following possibilities:
You can’t connect if your Acrolinx Server isn’t running. To check whether the Acrolinx Server is running, try opening the Acrolinx Server address in a browser window to see if the Acrolinx Dashboard Sign-in page loads. If it doesn’t load, then look into why the server isn’t available.
Acrolinx Sidebar edition integrations should work with Acrolinx servers running behind a reverse proxy . But there might be something special about your IT environment that blocks the communication between the Acrolinx Sidebar and Acrolinx Server.
Acrolinx doesn’t support self-signed certificates. Read more about securing your Acrolinx server with HTTPS .
If you configure your Acrolinx Server for an SSL connection, the Sidebar will only work if you install an SSL certificate from an independent certificate authority. If you used a self-signed certificate to secure the Acrolinx Server, you won't be able to connect from a Sidebar to your Acrolinx Server.
Have you heard about the security issues with SHA-1 and MD5? Oracle has deprecated these algorithms in Java version 1.8.0_141. Check out the Java release notes . If you’re using Java version 1.8.0_141 or newer but have "old and insecure" certificates, then a Java-based Acrolinx integration (like oXygen or AEM) might not work.
For some Acrolinx integrations, you need to enable CORS on the Acrolinx Server. If your Acrolinx Server administrator hasn’t enabled CORS, then that might be the reason why you can’t connect.
Here’s how you can Enable Cross-Origin Resource Sharing (CORS) on your Core Server .
If you’re behind a company proxy, trying to connect to a hosted Acrolinx Server, you might see a message that says: “It looks like this isn’t an Acrolinx Server or this server version doesn’t support the Sidebar.”.
And if you click Connect again, then the message might change, which can be confusing. This happens because your company proxy routes the page so that the Sidebar doesn’t get the page that it’s expecting. But all it really means is that the Acrolinx Server address you’ve entered isn’t correct. So, check that your Acrolinx Server address is correct.
If your Acrolinx Server is behind a proxy, you might not be able to connect with oXygen Standalone on Windows and Mac.
This is because the Java Runtime Environment (JRE) doesn’t support the cipher suites that are on the server. The JREs disable all 256-bit cryptography by default. See the Java 8 Documentation: Limits on Cryptographic Algorithms.
You can fix this issue by using other cipher suits on your Acrolinx Server.
- Download the Java Cryptography Extension (JCE) Unlimited Strength Jurisdiction Policy Files.
- Replace the local_policy.jar and US_export_policy.jar jars files into your lib/security in the JRE directory.
Your organization might have a firewall that blocks the communication between the Sidebar and your Acrolinx Server.
If your network communication is slow, you may not be able to connect to Acrolinx. For example, if you connect to the Acrolinx server using VPN (virtual private network) to access your company's network. Also if you’re using a weak internet connection to connect to the Acrolinx Server, you may have problems connecting, signing in, or loading the Sidebar.