External translator cannot access our GroupShare UI and cannot add our GroupShare server in Studio

Question

Hi Community, 
 After switching to a new computer, one of our external translators is now having issues accessing our GroupShare UI, even if the user's VPN connection is correctly established. In Studio the user likewise cannot add our GroupShare server, but keeps getting the error message "Failed to connect". 
 I have tested the access on a device outside of our organisation, using the user's VPN and GroupShare credentials. And it seems to be working as it is supposed to. 
 Are there some settings that the user should be aware of on their new computer?

Nick Date · Answer

Hi Dennis Friis , 
 There are no specific settings to change on the client computer. Studio communicates with GroupShare on port 80 or port 443 (if SSL is configured). If the VPN connection is active then the user should be able to connect. You have already verified that their credentials work outside your network so there does not appear to be a problem your end. 
 Check if the user can access the GroupShare web UI via a web browser while they are connected to the VPN. If they can't then there is likely a problem with the VPN setup on their PC. Perhaps firewall, antivirus or other security-related software is blocking traffic when the VPN is active. 
 Also make sure that the server is correctly configured in Studio and that the "This server requires a secure connection (SSL)" option is ticked if you are using SSL. Make sure the translator is not putting http:// or https:// as part of the server name as this can also cause issues. 
 Sometimes it is better to remove the server from Studio's list completely and then add it again. 
 Kind regards, Nick

Trados GroupShare > 1. General

External translator cannot access our GroupShare UI and cannot add our GroupShare server in Studio