Can't Login - "Check Internet Connection" error - Windows 11

Bugs and Support
1

I keep having the same issue. I load the Zwift desktop app on Windows. Everything is up to date. I just logged in a few days ago and did a virtual ride.

Now, it pops up with login information incorrect / check internet connection. I’ve been asking Zwift ambassadors for 2 days now on how to get this fixed. I’ve uninstalled and reinstalled the app like 7 times now. Gave permission for firewall access to all Zwift links/apps.

I can login on Mobile, any other device. I can’t even create a new user on the desktop app. I have followed all of the previous forum troubleshoots. NOTHING is working.

2

Hi @Geoffrey_Jones, welcome to Zwift Forums!

Thanks for reporting this login issue. I just checked our Zwift support and I can see that one of our colleagues is following up on this issue via email and just sent you some steps. I would appreciate it if you could give it a try and reply to the message via email if it helps.

Additionally, taking into consideration that the hardware is a work computer, any update on the internet may have created a type of restriction on the connection. I would also suggest the following:

  • Reset Internet browser settings.

  • Delete C:\Program Files (x86)\Zwift\data\cacert.pem, and do a fresh install.

If you’re still unable to sign in, please reply and send us the launching logs as suggested via email to continue investigating this specific situation.

3

Ive done everything. I sent the logs a little bit ago.

4

I have same problem in my work computer.

5

Work computers will sometimes have a VPN, locked-down firewall or other restrictions that stop Zwift working properly. I suspect that something like this is causing your problem.

6

Hi @Nando_Borba, Welcome to the Zwift Forums!
Fernanda here, part of the support specialist team at Zwift.

Thank you for using this space to share this issue you are facing with the error “check your internet connection”, as @Steve_Hammatt said, the work computers can have a VPN or proxy that can block the game, however, if you have the administrator permissions, you can check if you are affected by:

  • Firewalls, particularly Windows Defender, you will need to exclude Zwift on the setting of the firewall to run smoothly on the PC.
  • Be sure to check your modem and router—since they can also have a firewall that’s preventing you from connecting to our servers.
  • Try to use a mobile device as a WiFi hotspot, this way you can check if the firewalls are related to the router.

Please give these a try, and also, check out our useful article for the error you are facing, we want you to get a solution as soon as possible!

Let us know how it goes for you.

7

Hi Geoffrey! did you solve this problem? Can you please give me some advice?