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Context

How to troubleshoot the connection to the online Shapes store?

Procedure

Step 1- Check if the Esko Data Exchange plug-in version 10.0 or higher and/or Studio Visualizer version 10.0 or higher are installed.
If you don’t see the Open from Shapes menu entry in Adobe® Illustrator® or Studio Visualizer then you have installed the wrong version of the plugins. The Esko Data Exchange plug-in version, Studio Visualizer version must be 10.0 or higher.

Step 2 - Check whether the computer has an active internet connection and the firewall is disabled.
Try connecting to any internet address say for example www.esko.com.

To check the Firewall settings:

On Windows:

  1. Open the Control Panel with all the items listed.
  2. Double-click the Windows Firewall icon.
  3. Click the Turn Windows Firewall on or off option in the left blue panel.

On Mac:

  1. Open System Preferences.
  2. In the Personal section, choose the Security option.
  3. Click the Firewall tab.
  4. Click Start or Stop to enable or disable the firewall, respectively.

Step 3 - What if the customer or IT manager will not disable the firewall because of security reasons?
Ask the IT responsible to check if the ports 5184 and 41472 used by Shapes are open. If not, open these ports. You can open these ports using the Command Line tool on Windows, Terminal Utility on Mac (telnet ipadress:port) or by using the Network Utility.

Step 4 - Check if the Shapes Server is not down?

On Windows:

  1. Open the Command Line.
  2. Type ping shapes.esko.com
  3. See the result and quit.

On Mac:

  1. Open the Terminal.
  2. Type ping shapes.esko.com
  3. See the result and quit (CTRL + c).

This is more or less how a successful ping result looks:

Step 5 - Connection works but login fails.

Do you already have an Esko ID for logging into Shapes?

  1. In case you already have an Esko ID, then you can login to Shapes using the Esko ID.
  2. In case you don’t have an Esko ID yet, then you should create a new Esko ID. Esko ID must be activated (via a confirmation e-mail) for it to work on the Shapes store. If the customer never received a confirmation e-mail, please contact Esko customer support.

For more information on Esko ID, please refer to this KB article:

If you were using the former Shapes or Esko Support Account and you are now not able to sign in to Shapes, please refer to this KB article: 

Article information
Applies toEsko Shapes
Created14-Jun-13
Last revised13-Nov-15
AuthorRAOM, SDME
CW Number 
Contents

 

1 Comment

  1. It seems currently not possible to connect to shapes.esko.com with the free Data Exchange plugin 10.1.1 (with HF 91 for Shapes installed on top of it). Problem sorted by using the Data Exchange plugin 12.1.1, which is also free, and which can be used together with other (license) Studio 10.1.1 plugins.