Equisys technical notes

Technical guidance, explanations and fixes for our products

PRB: 'A connection to the Zetafax Server is not possible....' error when launching the Zetafax client



This Zetafax technical note applies to:

  • All versions of the Zetafax Client


When moving a Zetafax Server installation or if there is a workstation where the Zetafax client needs to be reinstalled, in some cases the Zetafax Client will not see the Zetafax Server share. You will usually be presented with an error message of 'A connection to the Zetafax Server is not possible please select another server' or similar. This is caused by the Zetafax Client trying to connect to the old server path and therefore fails.


This is caused by a loss of the mapping to the Zetafax Server share from the Zetafax client.



Make sure the user can browse to their user folder on the Zetafax Server. Open Windows File Explorer and have the user browse to the <Zetafax Server Share>\Users\<user name> and can save and delete a file from there.

Procedure to resolve

  1. Get to the Zetafax Client login prompt by launching the Zetafax Client. This should bring you to the login prompt.
    1. If the Zetafax Client logs in automatically you will need to go under Options > Customize and set the second tick to be 'prompt for username.' Then exit the Zetafax Client and launch again.
    2. You should be presented with the login prompt. DO NOT LOGIN.
  2. Click the elipsis button beside the Zetafax Server name (the 3 dot button).
  3. On the resulting screen take out the check that reads ‘use separate folders’.
  4. At the top right of this screen click on 'Zetafax base folder' browse button' (3 dot button) and browse or type the path to the Zetafax Server share.
  5. Click OK on all the dialogs until you are brought back to the login prompt. Put in the Zetafax user name and check the box for ‘don’t prompt for user name’. This will lock the new pathing in for the Zetafax Client.
  6. The Zetafax Client will now log in.
  7. Should you need to change the login of the client go under Options > Customize untick the 'prompt for user name' option.


This has been identified by Equisys as a problem with the software versions given above.

Last updated: 27th March 2023 (WF/NT) 

Keywords: Zetafax Server, Zetafax Client, mapping, login

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