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When attempting to activate I receive an error message that refers to server, connect, proxy name or remote name. What action should I take?

If you try to activate your NVivo license key but your proxy server or firewall is preventing connection to our activation server, you may receive one of the following messages:

  • Could not connect to server
  • Unable to activate NVivo due to the following web connectivity error: The proxy name cannot be resolved:'gateway1'
  • Unable to connect to remote server
  • Remote name could not be resolved: services.qsrinternational.com
To resolve this issue, ask your IT department to add the following QSR server information to an exemptions list on your firewall/gateway.

Hostname: Services.qsrinternational.com
Port: 80 and 443

If the issue persists, please ask your IT department to review the explanation below about our activation process:

We use HTTP/1.1 (SOAP 1.1 and 1.2) POST requests from the NVivo client to send the information to our activation server.

During this process the license key and details are stored in XML format in a secured cryptographic string. Once the string and POST request is received by our activation server frontend (webservice application), it is deciphered and passed onto the database backend for processing.

We have found in the past that certain proxies like Squid, SMOOTHWALL, BLUECOAT translate the HTTP/1.1 package received from the NVivo client to HTTP/1.0. Once this reaches our web server, it detects that the packet has been tampered with and drops the POST request (this is for security reasons).

If you are running Squid or similar proxies, you will need to create the ACL and direct connection queries provided below.

acl qsrinternational
always_direct allow
no_cache deny

You may also be able to put a static route in place to forward the traffic via another gateway.

You can test the activation process with the following web address and click the Activate button.This will then show the level of information that the client posts to our web service.


Note: If the issue persists, please submit a support request form to provide us with details about your type of proxy/firewall for further investigation.
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