VDE Posted December 14, 2023 Share Posted December 14, 2023 Hello everyone My controller is an EA5 running OS 3.3.3. My PC is running Windows 11. When willing to work with Composer HE 3.3.3, I'm getting the below message "Could not authenticate the connection to Director at ...". I uninstall Composer and its library several times, rebooted my PC and the controller. Same result. My dealer can connect without any difficulty with Composer PRO but he has been unable to help with my issue. I checked with "SnapOne / Control4 customer help" service. They have been very responsive and even able to connect to my controller to check that time & date are correct. Here their answer : "With the error message you are getting it would seem to point to an issue with your PC. I'm afraid that I can't provide any additional troubleshooting for you. Your dealer is going to need to call tech support so they can work to get HE working again. It is likely going to require a hands on your computer approach to get it working." Is anyone able to help me and guide me to fix my computer ? Thanks in advance Navigating this forum and other site, I've seen this same error message appeared with many systems running OS v2. The problem was fixed with a security patch which doesn't work with OS v3. Control4 hotline confirmed this very clearly. Vincent (located in Paris / France) Quote Link to comment Share on other sites More sharing options...
Andrew luecke Posted December 15, 2023 Share Posted December 15, 2023 Are you running Norton/Symantec antivirus, or a VPN? Quote Link to comment Share on other sites More sharing options...
VDE Posted December 15, 2023 Author Share Posted December 15, 2023 No. Only standard Windows 11 Security features (Microsoft Defender). And no VPN. Quote Link to comment Share on other sites More sharing options...
Matt Lowe Posted December 15, 2023 Share Posted December 15, 2023 Their advice is sound. Sounds like something on your computer is blocking the connection. The best i could suggest is to deactivate every possible service and see if you can connect then. Also you could try from another computer. Quote Link to comment Share on other sites More sharing options...
VDE Posted December 15, 2023 Author Share Posted December 15, 2023 Thanks Matt I'll indeed test the Composer HE connection from another computer and I'll let you know what the outcome is. Quote Link to comment Share on other sites More sharing options...
VDE Posted December 20, 2023 Author Share Posted December 20, 2023 Back on this issue which I've partially fixed. Yippee ! I'm now able to connect Composer HE to my controller from the same computer but after creating a new Windows account where I reinstalled Composer HE. However, I still can't connect when I switch back to my main account. Now I want to share a few observations which may help identify the root of the initial "authentication error" message. In the new Microsoft account environment, I notice that the initial Composer HE install process starts with a screen asking for the license ID as well as my Control4 account credentials. But that screen was not shown anymore in a Composer HE reinstallation, a process which I repeated multiple times in my main account environment. This is illustrating that the Composer HE uninstallation is not 100% cleaning the computer. But I don't know what is the remaining element which Composer HE detects to skip that installation stage. That would be useful to know as I suspect I did a typo when I first installed Composer HE. But that screen is not shown anymore and I can't correct this. Does one of you know where Composer HE is storing those credentials and license ID ? Quote Link to comment Share on other sites More sharing options...
VDE Posted December 20, 2023 Author Share Posted December 20, 2023 Back again as my issue is now 100% fixed. The missing screen is actually not part of the installation process (as I wrongly stated in my previous post) but it is the 1st screen when starting Composer HE after the 1st installation. See below screenshot. To complete the uninstall process and enforce the below screen to reappear, I had to: uninstall Composer HE and Composer OS Management Package (from Windows settings\Applications\Installed Applications) manually remove the following directory using Windows File Explorer : C:\Users\<my name>\AppData\Roaming\Control4 This directory contains the license.xml file which stores the Subscribtion Code / Email & Password. Cancelling this directory allowed me to do a reinstallation starting with below screen. I typed carefully all necessary information and now everything works Hope my experience will help future users. Quote Link to comment Share on other sites More sharing options...
Matt Lowe Posted December 20, 2023 Share Posted December 20, 2023 that is unfortunate. Would think it would do some kind of authy check to make sure it is a valid license for your account. Why even ask for any of the other information otherwise? Did you possibly change your customer.control4.com password and this why it failed? Quote Link to comment Share on other sites More sharing options...
VDE Posted December 20, 2023 Author Share Posted December 20, 2023 Not 100% sure but don't think I ever changed my customer.control4.com password since my customer account has been created. Quote Link to comment Share on other sites More sharing options...
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