"Connection failed" error in SoundID VoiceAI

In this article:

• "Connection failed" error
• Reactivate SoundID VoiceAI
• Network and antivirus
• Fully clean reinstallation
• Assets folder replacement

Known issue 
Issue reported: July 10, 2025
Resolution date/version: TBD

"Connection failed" error

An issue may occur for SoundID VoiceAI perpetual license owners after installing the 2.5.0 update. Due to a potential connection issue, the SoundID Download Manager might not be able to download the presets for local processing and might fail with the "Connection failed" error displayed. 

The issue can manifest itself for various reasons, and the Sonarworks development team is currently investigating it for a fix. In the meantime, potential solutions and workarounds are listed below.

Note: A different type of "Connection failed" error is also possible - the error can be present in the VoiceAI plugin when processing audio in the Pay-as-you-go mode specifically (a similar type of issue, but with a different root cause). It is important to understand that the subject of this article is the "Connection failed"error in the SoundID Download Manager app, which is specific to the Perpetual mode only (downloading the presets for local processing).

Reactivate SoundID VoiceAI

Before proceeding with more complicated solution steps, there is good reason to believe that reactivating the software could resolve this issue. Please deactivate and reactivate your computer from your user account by following the steps outlined here: How to activate and manage SoundID VoiceAI. 

Network and antivirus

Since the issue is network-related, check the related solutions first:

1. Check your Antivirus software:
   • Open your antivirus program and look at the list of blocked or quarantined applications.
   • If you see anything with “SoundID” in the name, mark it as safe or restore it.
   • Some antivirus tools may block the app if you’re using strict or custom security settings.
2. Review your Firewall settings:
   • Open your firewall settings and check the Outbound Rules.
   • Make sure the SoundID Download Manager is allowed to connect to the internet.
3. Try a different internet connection:
   • Switch to another network (for example, a mobile hotspot).
   • This refreshes important network details like your IP address and DNS.
   • Disable VPN if you are using any kind of VPN service. 

Fully clean reinstallation

A fully clean reinstall is highly recommended to resolve any potential activation issues and clear out any corrupted files. If a full reinstall doesn't resolve the issue, it will at the very least make sure the Assets and other needed software directories are fully intact and available for further solutions (manual download of the Assets folder).

1. Remove the existing VoiceAI plugin instances from DAW.
2. Uninstall VoiceAI, and remove any leftover files and folders as shown here:
   • [MAC] How to uninstall SoundID VoiceAI
   • [WIN] How to uninstall SoundID VoiceAI
3. Reboot the computer.
4. Reinstall the latest version; download it here.

Assets folder replacement

The Assets folder replacement process will replace the existing files with the required updated versions. Once the replacement is complete, the SoundID Download Manager will recognize the models as 'Installed'. 

1. Update VoiceAI to the latest version available; download here.
   • Note: Ensure you fully quit the SoundID Download Manager app and the SoundID VoiceAI plugin to avoid the issue described here: SoundID VoiceAI 2.5 update issue: stuck in a login loop or assets "missing or corrupted".
2. Download the Assets (presets) here: Assets.zip
3. Extract (unzip) the downloaded ZIP archive (new Assets package inside).
4. Replace the Assets folder. Drag-and-drop or copy-paste the entire new Assets package into the location shown below:
   • macOS: Macintosh HD/Users/your username/Library/Application Support/Sonarworks/SoundID VoiceAI
   • Windows: C:\Users\your username\AppData\Roaming\Sonarworks\SoundIDVoiceAI
5. Return to the VoiceAI plugin in the DAW and check if the presets are available for processing.

Note: The User/Library and user\AppData folders on macOS and Windows are hidden by default. To enable showing hidden files and folders, follow the instructions here: How to show hidden files on macOS and Windows?