Hi Carol,
Are you using proxy server? if you are using proxy, provide the Non-proxy hosts in HTTP PROXY SETTINGS otherwise give the Non-proxy hosts as *.
To Configure the Non-proxy hosts,
Login to SMP Mannagement cockpit -> Settings -> System -> HTTP PROXY SETTINGS -> give the below details
HTTP proxy host -- proxy
HTTP proxy port -- 8080
HTTPS proxy host -- proxy
HTTPS proxy port -- 8080
Non-proxy hosts -- *
Let me know if you are facing issues again.
Regards,
Dinesh