Why a sign-in was refused
A customer cannot get in. Find the line in your logs, read it against the table, and fix the one setting it names.
Find the line
- Open Logs in the dashboard and search for the customer's key, username or IP address. How Logs works.
- Find the row of type Denied or Banned. Next to its message is an i button: hover or tap it for a plain explanation, and use the button on the row where there is a one-click fix.
- If there is no refused row at all, the request never reached the server. Read No row in the logs, below.
An account's events read USER name in the key column. A license shows its key.
What each message means
| The log says | Why | Fix |
|---|---|---|
| Application disabled, maintenance mode | The application is switched off, so every sign-in is refused. | Enable it in Applications. |
| Unauthorized app hash | The build is not on your authorized list. It is a new build you have not authorized, or a modified copy. | Press Authorize this build on the row, or add it under Builds. Check it is your own build first. |
| No longer authorized, older than the mandatory version | That copy runs a build you removed from the list, or one older than your mandatory version. | The user updates. See Updates. |
| License key not found | No license in this application has that key: a typo, or the program carries another application's API key. | Search the key in Users; compare the key in the program with SDK and key. |
| HWID mismatch, lock violation | The key is bound to a different computer. | If the customer changed PC, reset the hardware on the key. Manage a license. |
| IP mismatch, lock violation | The key or account is locked to another IP address, compared with the last address it used. | Reset it if the customer's address changed, or turn the IP lock off in Sign-in rules. |
| License paused, account paused | It is paused and stays refused until resumed. | Resume it (how). Time that passed while it was paused is not given back. |
| Expired | The license or account ran out. | Add time to it (how). |
| Banned | An active ban matched the key, the computer or the IP address. A ban also covers things that share them. | Open the ban and lift it if it is wrong. Bans. |
| Concurrent session limit | The license is already signed in on as many sessions as it allows. | End one in Monitor, or raise the limit. |
| VPN or proxy detected | Anti-VPN is on and the address looks like a VPN or a hosting network. | Ask the customer to turn it off, or relax the rule in Sign-in rules. |
| Geofencing blocked country | The sign-in came from a country you block. | Adjust geofencing in Sign-in rules. |
Session lines that are not refusals
| The log says | What happened |
|---|---|
| Client signed out, Client disconnected | The program closed its session normally. |
| Connection error | The connection broke while the program was signed in. |
| Admin terminated | You or a teammate ended the session from Monitor. |
| Session ended: banned | The key was banned while it was signed in. |
| Session timed out (no heartbeat) | The program stopped answering for 30 seconds: it was closed without signing out, lost its connection or hung. |
A program that is killed or crashes cannot sign out, so it always ends as a timeout. A program that calls Logout() ends as a normal sign-out. Programs built with a library older than the next release do not sign out an account session, so their accounts also end as timeouts.
No row in the logs
- The API key is not this application's. A program with the wrong key reaches the server but cannot be matched to your application. Compare it with SDK and key; the live connection check there tells you whether requests arrive.
- The program never reached the server. A firewall, a proxy or no internet. The program's own message is in My program does not run.
- Atlas is down. Check the status page.
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