Why am I getting an Error 500 / software cannot connect message?

Error code 5000 load balancing server error occurs because something on your system is blocking the connection to our server and is preventing you from sending the data to us.

Firstly if you are on a work computer it may be that a Proxy has been put in place and you would need to speak with your IT team as they will know the code.

If this is your home computer it is more likely to be your antivirus package. Because you actually have to upload data to us, it is slightly different from ordering products from the Internet in the usual way and this type of connection is being blocked by your system as a potential security risk.

To enable your order to complete you will need to allow our program through your antivirus software by adding our program to the exceptions or trusted list. This is something that you will need to do on your system and if you are unsure how to do this we would suggest that you contact the company that provides your antivirus.