Plex-Earth Won't Connect to Service – Connectivity Troubleshooting – Plex-Earth Support Desk

Applies to: Plex-Earth 2027, 2026, 2025

Audience: End users and IT / System Administrators

Overview

Plex-Earth requires a stable internet connection and secure outbound access to specific cloud services to function correctly. It does not require any inbound connections or open inbound ports.

This article will help you identify whether you have a connectivity issue and walk you through how to resolve it, step by step.

How Do I Know I Have a Connectivity Issue?

You may have a connectivity issue if you experience one or more of the following:

The error "Configuration could not be initialized: Version XX.X.XXXX not supported" appears on startup (where XX refers to your Plex-Earth version, e.g., 26.X.XXXX or 27.X.XXXX)

Variations: Version '26.0.9159' not supported, Version '26.1.9228" not supported, Version '26.3.9428' not supported, Version '27.0.9608' not supported
Clicking Plex-Earth commands shows "Unknown Command" in the command line (this could be a compatibility issue as well)
The Plex-Earth ribbon does not appear, is blank, or is empty in AutoCAD, Civil 3D, or BricsCAD (this could be a ribbon issue or compatibility issue)
Imported imagery appears as white or empty tiles (this could be a georeferencing issue as well)
Getting the error: "Object Reference not set to an instance of an object" (this could also mean other technical issues)
Any of the following error codes appear:
21000: Could not send GET request
35002: Failed to retrieve latest version information
10000: Forbidden
10000: A server error has occurred
No Internet Connection: We couldn't establish an internet connection

💡 These symptoms are most commonly caused by network security restrictions — such as a firewall, proxy, antivirus, or VPN — preventing Plex-Earth from reaching its web services. Because connectivity issues can be environment-specific, we strongly recommend involving your IT/System Administrator whenever possible.

💡 A quick way to confirm whether the issue is network-related is to test Plex-Earth on a different network without such restrictions. This should only be done with your IT team's approval.

How to Resolve Connectivity Issues

Follow the steps in the order listed below. Each step builds on the previous one.

Step 1 - Check your internet connection

Make sure your internet connection is active and stable. Plex-Earth requires continuous internet access during use.

If your connection is unavailable or unstable, fix it first, then restart AutoCAD before retesting.

Step 2 - Whitelist required URLs

Your firewall, proxy, or security gateway must allow outbound HTTPS access to the following domains:

apisrv-v2-winuser.plexearth360.com
*.plexearth360.com
*.blob.core.windows.net
*.azurewebsites.net

Important notes:

Protocol: HTTPS (TLS 1.3 or higher)
Port: Outbound TCP 443 only
Use domain-based filtering rather than IP-based filtering, as Azure IP ranges are subject to change.
Wildcards must be supported if used.

Plex-Earth runs on Microsoft Azure infrastructure for licensing, API communication, secure storage, and content delivery. Blocking any of these domains will prevent the application from functioning correctly.

Step 3 - Check SSL/TLS Inspection Settings

If your network performs HTTPS inspection (also known as SSL interception or SSL decryption):

The Plex-Earth domains listed in Step 2 must be excluded from inspection, or certificate passthrough must be allowed
TLS 1.3 or higher must be enabled end-to-end

SSL interception can silently disrupt secure API communication and licensing validation, causing failures that appear unrelated to network configuration.

Step 4 - Check Proxy Settings

Plex-Earth uses Windows system proxy settings automatically — no special configuration is required beyond what is set at the OS level.

If an authenticated proxy is in use:

Confirm that outbound HTTPS access is granted to all domains listed in Step 2
Confirm that the Windows user account has proxy authentication rights. Note that AutoCAD cannot pass proxy credentials programmatically — if a "No internet connection" error is occurring, the Plex-Earth domains may need to be exempt from proxy authentication at the network level.

Step 5 - Temporarily Disable Antivirus, VPN, or Firewall

Some endpoint protection solutions or VPN clients may block Plex-Earth's API communication. To isolate the issue, temporarily disable:

Antivirus or endpoint security software
VPN client
Any network filtering tools

Then restart AutoCAD and test Plex-Earth again.

If the issue is resolved, Re-enable each tool one at a time to identify which one was blocking Plex-Earth. Then add permanent exceptions for Plex-Earth and AutoCAD.exe in that tool.

Step 6 - Allow AutoCAD Through the Firewall

AutoCAD.exe must be permitted to make unrestricted outbound HTTPS connections over TCP 443. No inbound firewall rules are required.

Check both:

Outbound rules — ensure AutoCAD.exe is not blocked
Inbound rules — verify no rule is inadvertently blocking responses

Allow AutoCAD thru firewall.png

If you are on a corporate network, contact your IT/System Administrator to review and update firewall policies.

If you manage your own firewall, follow the standard Windows Defender Firewall procedure to add an outbound exception for AutoCAD.exe.

Step 7 - Uninstall Dropbox for AutoCAD

If Dropbox for AutoCAD is installed on your system, uninstall it. This add-on is known to cause connectivity conflicts with Plex-Earth.

Restart AutoCAD and test again after uninstalling.

Step 8 - Verify the Connection Directly

To confirm that the required Plex-Earth endpoint is reachable from your machine, open a browser and navigate to:

https://apisrv-v2-winuser.plexearth360.com

If the page loads (even with a minimal response) → the network path is open
If the request fails, times out, or is blocked → the issue is network-related, and one of the steps above has not been fully applied

Common Symptoms and Their Likely Causes

Symptom	Likely Cause
"Cannot connect to Plex-Earth services"	Domain blocked by firewall or proxy
Initialization errors on startup	Licensing endpoint unreachable
Licensing validation failures	SSL inspection interfering with authentication
Imagery or data download failures	Azure storage domains blocked
"Version not supported" warnings	Configuration service unreachable
"Unknown Command" in command line	Connectivity or compatibility issue
Ribbon blank or not appearing	Connectivity, ribbon, or compatibility issue

Still Having Issues?

If you have completed all steps above and the problem persists, please contact our support team. To help us investigate faster, include the following in your message:

Your Plex-Earth version
Your AutoCAD version
A screenshot of the error message
Confirmation of whether https://apisrv-v2-winuser.plexearth360.com is accessible from the affected machine
Your Plex-Earth log files — see Submit your Plex-Earth files for Troubleshooting for instructions

📧 support@plexscape.com

FAQs

Does Plex-Earth need any inbound ports open?

No. Plex-Earth only requires outbound access over TCP 443 (HTTPS). No inbound ports need to be opened.

I tested on a different network, and it worked. What does that mean?

It confirms the issue is caused by a network restriction on your primary network — most likely a firewall, proxy, or VPN. Share this finding with your IT team and refer them to the domain whitelist in (Step 2).

My IT team whitelisted the domains, but it still doesn't work. What next?

Check whether SSL/TLS inspection is enabled on your network (Step 3). This is a common cause of connectivity failures that persists even after whitelisting. Ask your IT team to exclude the Plex-Earth domains from SSL inspection.

Can I use Plex-Earth without an internet connection?

No. Plex-Earth requires a continuous internet connection during use for licensing validation, imagery retrieval, and service communication.

Does Plex-Earth work through a proxy?

Yes, as long as the proxy allows outbound HTTPS traffic to the required domains and the Windows user account has the appropriate proxy authentication rights. No special proxy configuration is needed within Plex-Earth itself.

The error says "Version 26.X.XXXX not supported". Is my version outdated?

Not necessarily. This error (variations such as Version '26.3.9428' not supported) most commonly indicates a connectivity issue rather than an actual version problem. Follow the steps in this article first. If the issue persists after resolving connectivity, contact support.

How do I find my Plex-Earth log files to send to support?

Navigate to %appdata%\Plexscape, compress the folder into a ZIP file, and send it to support@plexscape.com. Full instructions are available in How to Submit Your Plex-Earth Files for Troubleshooting.

Related Questions

This article explains how to troubleshoot connectivity issues that prevent Plex-Earth from reaching its services, including firewall, proxy, SSL inspection, and VPN configuration. You may have searched for:

Plex-Earth not connecting to service or showing connection errors
Error code 21000, 35002, or 10000 in Plex-Earth
Plex-Earth ribbon blank or not loading after installation
Plex-Earth imagery showing as white or empty tiles
Which URLs or domains to whitelist for Plex-Earth in a firewall or proxy
"Version not supported" error when starting Plex-Earth

Using an Older Version of Plex-Earth?

If you are using Plex-Earth 2023, 2025, 5D, 5, or 4, connectivity troubleshooting may differ. Please refer to the relevant legacy articles below:

Plex-Earth 2023 / 5D / 5: Connectivity Problems – Error Codes 21000, 35002, 10000
Plex-Earth 4 (Legacy): Troubleshooting Connectivity Problems – Error Codes 21000, 35002, 10000

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