Troubleshooting the Polarity Client

Can’t Connect to the Polarity Server

Things to Check

• Polarity Server URL

• Polarity Server connection proxy settings

• Polarity Server login method

• Polarity Server credentials

Things to Do

• Review your onboarding email

• Contact your Polarity Server administrator

  • If your Polarity Server URL ends in “.polarity.io”, feel free to reach out to Polarity directly!

  • If your Polarity Server URL does not end in “.polarity.io”, we do not have access to your Polarity Server.  However, if you are unsure who your Polarity Server administrator is, please reach out to us so we can put you in contact with them!

• Contact your Polarity and/or ThreatConnect Customer Success team

• Contact Polarity at [email protected] or [email protected]

I was connected before, but now I can’t…

This can sometimes occur with operating system updates or other system changes.

If the issue persists after a reboot or quitting and restarting the Polarity Client, try this process:

1. Quit the Polarity Client completely.

   1. Right click on the Polarity icon in your system task bar (usually near your system clock).

   2. Select “Quit” from the context menu.

2. Navigate to the PolarityX directory for the user you are logged in as.

   1. In Windows:

      1. %LocalAppData%\Polarity\PolarityX

      2. Example:  C:\Users\JMiller\AppData\Local\Polarity\PolarityX, where “JMiller” is your username.

   2. In macOS:

      1. ~/Library/Preferences/Polarity/PolarityX

      2. Example:  /Users/jmiller/Library/Preferences/Polarity/PolarityX, where “jmiller” is your username.

   3. In Linux:

      1. ~/.config/Polarity/PolarityX

      2. Example:  /home/jmiller/.config/Polarity/PolarityX, where “jmiller” is your username.

3. Delete the contents of this directory.

   1. This will delete the cached sessions and all saved Server settings.

4. Start the Polarity Client.

5. You will need to re-enter your Polarity Server information and credentials.