Troubleshooting Online Operations

If you cannot connect to Online Operations features, take the following steps.

  1. Check your internet connection. The following error messages indicate that you cannot connect to the internet:
    • Online Operations are not available - This message displays if you hover over in the toolbar along the lower section of the STK user interface.
    • Host not found: webservices.agi.com - This message displays in the message viewer.

  2. If you cannot connect to the internet, you need to restore the connection and restart STK.

    If restoring your internet connection does not resolve the problem, you may need to provide proxy server information to STK. In the Edit > Preferences > Online window, enter the internal proxy information under Custom Proxy. This will enable STK to access the internet from your network.

  3. If you still cannot connect to the internet, you may need to open your firewall for the ports and URLs used by STK. You can find this information in the Network Connections for STK Online Services topic.

If you cannot use or update your data with the Data Update Utility, review the following information.

The Data Update Utility, Utilities menu > Data Update, uses port 21. If you are unable to update your data with the Data Update Utility, refer to the Data Update Utility topic.


If Bing Maps imagery is not displaying in the 3D Graphics window or if you are seeing error messages that are specific to Bing Maps, review the following steps.

Data from the AGI online server uses HTTP port 80 to access AGI web services from within STK. Data access from a computer to the internet usually goes through an internal proxy server, which regulates and directs all data coming in and out of the network.

  1. If your network has a proxy server, in the Edit > Preferences > Online window, enter the internal proxy information under Custom Proxy. This will enable STK to access the internet from your network.
  2. If the 3D Window toolbar button for Bing Maps is unavailable and the option in Globe Manager > Add Terrain/Imagery is unavailable and displays the message, Bing Maps unavailable, you do not have an internet connection. Take the following steps.
    1. Restore your internet connection and restart STK.
    2. Right-click the 3D Graphics window toolbar and enable the Microsoft Bing Maps icon.
  3. If you do not see the 3D Graphics window toolbar button for Bing Maps and the option in Globe Manager > Add Terrain/Imagery displays the message, Bing Maps unavailable, as shown in the figure below, take the steps below the figure.

    1. On the Edit menu, select Preferences. In the Preferences window, select Online and verify that Allow Online Operations is enabled.
    2. Confirm the version of STK that is open. On the Help menu, select About STK.
      1. If the version of STK is between 10.0 and 11.0, upgrade to STK 11.0.1 or a later version. Version 11.0.1. corrected a problem that can occur when STK is configured with a restrictive proxy.
      2. If the version of STK is 11.0.1 or newer and you cannot insert objects from the Standard Object Database, port 443 is probably being blocked.
        1. To test if the port is being blocked by your network, paste the following URL into a web browser:

          https://webservices.agi.com/AGIDataDownloads/UtilityHandler.ashx?account=12345&product=MICROSOFTVE&version=11.0.1
        2. The web browser should download a file called UtilityHandler.ashx, which should contain:
          StatusCode=200
          LicenseStatus=Valid
          ExpirationDate=6/23/2016
          Version=11.0.0


          If it does, the port is blocked by the firewall or something is listening on the port where STK is trying to connect.

Bing Maps is not available offline but STK supports loading local imagery files into your scenario through the Globe Manager and streaming imagery through the WMS / WMTS or ArcGIS Rest UI Plugins.


If you are seeing errors that are specific to the Terrain Server, such as Failed to retrieve terrain metadata, review the troubleshooting steps below.

  1. Confirm that you are connected to the internet and then restart STK.
  2. On the Edit menu, select Preferences.
  3. In the Preferences window, select Data Services.
  4. In the Services table, select Terrain Server.
    1. If AGI SEDS/Geospatial Terrain Server is selected, but Tileset is not set to world, then your connection is being blocked by your local network. Try to access STK online operations. If you are unable to access other STK online services and cannot connect to webservices@agi.com, you will not be able to access the Terrain Server. You will need to have your network administrator add internal proxy information.

    2. If Tileset is not set to world and you have an internet connection, then you may have a slow computer or internet connection. You will probably need to stop using a terrain server.
      1. Right-click the scenario in the Object Browser and select Properties.
      2. Select the Basic > Terrain page and clear Use terrain server for analysis.
      3. Restart STK and verify that performance has improved.

You can purchase and host a custom terrain server on your network, which will eliminate the need for an internet connection and proxy configuration.

You can also model terrain by loading local terrain files to your scenario from the scenario terrain properties page or the Globe Manager.