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Adaptive Insights
Knowledge and Support - Adaptive Insights

"The Connection Has Timed Out" Or "Internet Explorer Cannot Display Webpage" Error Message


Why do I receive the message "the connection has timed out. (Firefox) or 'Internet Explorer cannot display webpage" almost daily?



This can occur for a few reasons, including:

1. Your internet connection was interrupted during the export process

  • If this is the case, you will want to ensure your internet connection is secure and attempt the export again

2. A timeout setting for connections on your network or firewall is exceeded

  • You will want to check with your IT/Networking team to see if they have a setting on your network or firewall to increase

3. Your Browser has a timeout setting that is exceeded for this particular export 

  • Please see the steps below to increase this timeout for Firefox and Internet Explorer


Increase Firefox Timeout Setting

  • In Firefox, you can type "about:config" into the address bar at the top to open Firefox's Configuration menu


  • You can then select "I'll be careful, I promise" (Do not change other settings in the Configuration menu outside of what is described below)


  • In the Search Bar on the Configuration screen, search for "network.http.response.timeout"


  • Double-click on the number under “Value”
  • Increase the value



    • The number here is number of seconds until timeout
    • For Example: A value of 1200 would mean a connection of 20 minutes would be allowed

Add/Increase Internet Explorer Timeout Setting

This process is a little more involved. Please check with your IT before proceeding.

To increase the timeout settings in Internet Explorer:

  • Click Start, click Run, type regedit, and then click OK.



  • Locate and then click the following key in the registry: HKEY_CURRENT_USER\Software\Microsoft\Windows\CurrentVersion\InternetSettings


  • On the Edit menu, point to New, and then click DWORD Value.

  • Type KeepAliveTimeout for the name and then press ENTER.



  • On the Edit menu, click Modify.

  • Change Base to Decimal
  • Type the appropriate time-out value (in milliseconds), and then click OK. For example, to set the time-out value to twenty minutes, type 1200000.


  • Restart Internet Explorer