Can't reach the office computer

A Mac or PC that joined the office uses the Arix on the office computer. If it can't reach that computer, it can't chat. Most of the time the office computer is off, asleep, or on a different network.

#What you see

• On a Mac: Can't reach followed by the office computer's name, and “Is it on, and is this Mac on the office Wi‑Fi or your VPN?” Arix keeps trying by itself, and the message goes away when the office answers.
• On a PC: Arix couldn't start with “This PC can't reach…”, or “The office Mac isn't answering” while you're using it. (It says Mac even when the office computer is a PC.)

#Check these first

1. Is the office computer on and awake? If it's a Windows PC, someone must be signed in to Windows on it: Arix starts at sign-in. After a restart or a power cut, sign in there.
2. Are you on the office network? At the office, check your Wi‑Fi is the office's, not a guest network. Away from the office, connect to the office the way your admin set up, such as a VPN.
3. Is office use still on? An admin checks on the office computer: Settings › Office on a Mac, or Settings › Phones and other computers on a PC.
4. Then click Try again.

#“… has a new certificate” (Mac)

Your Mac reached the office computer, but it answered with a different security certificate than before. That happens when Arix was reset or reinstalled there.

On a PC, a reinstalled office computer looks the same as “can't reach”. Ask your admin, then join again.

#Signed out of the office (Mac)

Sign in to Arix on the office computer's name means your sign-in for this Mac was removed in Team, or your account was joined with another one. Sign in with your username and password, or leave and join again.

#“Arix's license … doesn't cover you right now”

The office computer can be reached, but its license has ended, or more people are using Arix than it covers. Admins can still get in. Your admin renews or fixes the license on the office computer: Settings › License there. See plans and licenses.

#Leave and join again

• On a Mac: click Leave the office on the message, then Join an office again. Your chats and memory stay on the office computer.
• On a PC: Settings › Your office's Arix › Stop using it, then Join your office again. Settings opens only while the office answers; if you're stuck on Arix couldn't start, write to us.

How joining works: The office computer, and joining it. Still stuck? Write to support@arixone.com.