"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 latest 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 due to 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 here.

Assets folder replacement

If a full reinstall doesn't resolve the problem, the presets for local processing can be downloaded and added manually, thus avoiding the issue entirely. Note that this will add the factory preset catalogue only - if you have purchased a preset expansion pack and are affected by the issue, please contact support for a full solution ('Submit a request' below).

1. Update VoiceAI to the latest version available, download here.
   • Note: Make sure to keep the plugin and the download manager app fully quit during the update process, 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 here: Factory presets.zip
   • Note: If you own any Preset Expansion Packs, submit a support request below for a custom Factory presets+Expansion pack(s).zip download.
3. Extract (unzip) the downloaded ZIP archive (new Assets package inside).
4. Replace the Assets folder. Drag-and-drop or copy-paste the entire downloaded Assets folder 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 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?