Skip to main content
Adaptive Insights
Knowledge and Support - Adaptive Insights

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

This article includes suggestions and workarounds. Content may not be accurate for all use cases or represent best practices for the latest release.

Question

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

                                                     

Answer

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