Google Earth Help

Please select the environment you are in:

Does your network contain a proxy server or hardware firewall?

Please contact your IT administrator to add explicit exceptions in your proxy server and firewall for these three servers:

• kh.google.com
• maps.google.com
• auth.keyhole.com

If you use a corporate proxy or VPN, contact your IT administrator to ensure that the proxy permits access on port 80 to the failed servers. Also, if Microsoft Internet Explorer isn't your default web browser, your IT administrator must add your company's proxy information to Internet Explorer so that Google Earth can launch successfully.

Additionally, please have them ensure that kh_pro is set as a valid user agent within your proxy's settings.

Lastly, disable your proxy server by following these steps:

1. Open IE.
2. Click Tools > Internet Options > Connections > LAN Settings.
3. Uncheck Use a proxy server for your LAN.
4. Click OK.

If you are still unable to contact the Google Earth servers, please contact your IT administrator or your ISP for more assistance.

If you use an internet filter such as WebSense, Surf Control, Ghost Surf, or McAfee Privacy Service, please ensure that Google Earth isn't being explicitly blocked. Due to internet bandwidth usage, internet filtering software sometimes blocks access to Google Earth.

Are you using Microsoft Windows?

Are you using Microsoft Windows?

Please visit the Google Earth Server Test using Microsoft Internet Explorer to see if your computer can contact our servers:

• http://kh.google.com/
• http://geo.keyhole.com/
• http://auth.keyhole.com/

Was the test successful for all three servers?

If you use a software firewall such as McAfee Firewall Plus, ZoneAlarm, Norton Personal Firewall, please create an exception for Google Earth. For instructions on how to create an exception in some of the most popular firewall programs, please visit our Firewall Help Center Articles.

Turn off Atmosphere by going to View and clicking on Atmosphere to remove the check next to it. If it is already unchecked, then you can ignore this step.

Try deleting your Google Earth cache.

If you're using a wireless connection, try connecting directly to your router or modem via an ethernet cable to see if this solves your connection problem.

Additionally, ensure that the option next to Work Offline, in the Internet Explorer File menu, isn't selected.

Lastly, disable automatic-cookie handling in Internet Explorer by following these steps:

1. Open IE.
2. Click Tools > Internet Options > Privacy > Advanced.
3. Check Override automatic cookie handling.
4. Click OK, then OK again.

If you are still unable to contact our servers, please contact your ISP for more assistance.

Something on your machine or within your network is explicity blocking your access to one or more of the following three servers:

• kh.google.com
• maps.google.com
• auth.keyhole.com

If you use a software firewall such as McAfee Firewall Plus, ZoneAlarm, Norton Personal Firewall, please ensure it is not explicitly blocking access to either of the three servers over port 80. To learn how to unblock these three servers, please contact your firewall manufacturer.

Ensure that the option next to Work Offline, in the Internet Explorer File menu, isn't selected.

If you're using a wireless router, try connecting directly to your router via an ethernet cable to see if this solves your connection problem.

If you're still unable to contact our servers, please contact your ISP or an IT professional for more assistance.

If you use a software firewall, please create an exception for Google Earth and the following three servers over port 80:

• http://kh.google.com/
• http://geo.keyhole.com/
• http://auth.keyhole.com/

For instructions on how to create an exception or unblock these servers, please consult the documentation for your firewall.

If you're using a wireless connection, try connecting directly to your router via an ethernet cable to see if this solves your connection problem.

Turn off Atmosphere by going to View and clicking on Atmosphere to remove the check next to it. If it is already unchecked, then you can ignore this step.

Try deleting your Google Earth cache.

Try uninstalling and re-installing Google Earth. You may need to download the program again.

If you're still unable to contact our servers, please contact your ISP or an IT professional for more assistance.

First, please check the streaming indicator at the bottom right-hand corner of your Google Earth window and ensure it completely loads. The indicator is circular, and will appear as a connected light-blue circle when loading is complete.

Does it load completely?

Type "1600 Amphitheatre Pkwy. Mountain View, CA 94043" in the Fly To box in the left panel of your Google Earth window and click on the magnifying glass icon next to it.

Here is an example of what your view should look like:

Does your view appear as clear as the above image?

If this appears clear and your streaming indicator reaches 100%, you're seeing the best imagery we have available. If we don't have high resolution coverage for the area you're looking for, check back periodically to see if there have been updates.

To report a problem with an image in Google Earth, please visit our Data Reporting Page.

Please select the environment you are in: