Common issues troubleshooting

Before troubleshooting, check if you have the latest version of Multiloginapp.
stuckonload

Reason: If you are running Multiloginapp on a PC, then most probably the problem is concerned with the connection to our servers.

Solution: Delete the app.properties file.

  1. Go to your C:\Users\%username%\.multiloginapp.com\data\ directory and delete the app.properties file
  2. Restart the software

Please note that you will be logged out of your account once you delete the file. So, please make sure you remember your email and password to re-login again.

Additional solutions: There are several things you can try to solve the issue if the first solution will not help.

  • Check if your internet connection is in working conditions
  • Check if you are behind a VPN, which is blocking the connection to our servers
  • The firewall (Windows Firewall in most cases) is blocking Multiloginapp’s connection to the server because you accidentally clicked “deny connection” when you were prompted upon the first launch of Multiloginapp. In this case, you need to white-list Multiloginapp in your firewall settings.
  • The firewall is blocking CloudFlare. This is the most likely scenario in countries, where firewalls are used on an ISP level (e.g. China). If you suspect it is the reason why you are facing the problem, please contact our support team.
unresponsivebrowsers

 

Reason: Most probably the problem is concerned with the connection to our servers.

Solution: There are several things you can try to solve the issue.

  • Check if your internet connection is in working condition
  • Check if you are behind a VPN, which is blocking the connection to our servers
  • The firewall (Windows Firewall in most cases) is blocking Multiloginapp’s connection to the server. In this case, you need to whitelist Multiloginapp in your firewall settings.
  • The firewall is blocking CloudFlare. Such scenario is very likely in countries, where firewalls are used on an ISP level. If you suspect it is the reason why you are facing the problem, please contact our support team.
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NB! If you are having this issue with Stealthfox browser, please see the section bellow titled ““Can’t open session: Stealthfox executable not found” error”.

Reason: It’s very likely you still see the pop-up due to problems in loading the browser drivers.

Solution: Completely re-install Multiloginapp drivers:

  1. Close Multiloginapp
  2. Go the C:\Users\%username%\.multiloginapp.com\data directory
  3. Delete the deps folder
  4. Launch Multiloginapp and let it download all the necessary browser components again (this includes Stealthfox)

Here’s a cool gif that shows the whole process on how to fix the problem:
uknownerr.gif

  • For some reason, even the compatible version with Multiloginapp will not run and display the message of “Can’t open session.” This is usually user specific. If all of the solutions mentioned above did not work, you might want to try and experiment with different browser versions, going either higher or lower of your current one. Please use these instructions to download a required version of the browser you need.
Problem: Some functions of the website are not working, when you open them through Multiloginapp. The problems include, but are not limited to:

  • Buttons are not working
  • Interfaces do not load
  • Errors in processing different actions

Reason: In the majority of cases, this has to do with your connection (proxy or VPN). Proxy or a VPN can block certain functions of the website you are using by filtering your outbound and inbound traffic.

Solution: Open the website through the same browser in Multiloginapp but without a Proxy or VPN. In most cases, you will find that everything will work fine after that. You can also check by connecting the proxy to the browser manually without Multiloginapp and then testing the website functionality again. If you find that it will not work through your normal browser, this is a proxy issue. In this case, you will need to either change your proxy or VPN provider or contact their support.

If you notice that problem is not related to VPN or proxy, please contact our support team to resolve the issue.

Problem: When you open a browser profile, you get the following message: “Please check that your proxy is working and authentication is set up right. To protect your session, this browser window will be closed now”.

Reason 1: You can get this problem if you are using back-connect or super proxies. Such scenario is very likely when using services such as Luminati, NoIpFraud, etc. The error occurs because Multiloginapp cannot verify the outgoing IP to the one you specified in the browser settings.

Solution: Turn off “Verify proxy outgoing IP” in your browser profile settings.

Reason 2: If you are not using a back-connect nor a super proxy, then the issue may be related to proxy connectivity.

Solution: Check if the proxy works by manually connecting to it without Multiloginapp using your browser. If you are facing the same issues, you will need to raise this question with your proxy providers.

If you notice that problem is not related to the proxy, please contact our support team to resolve the issue.

Reason: If you are seeing the “can’t login” pop-up when logging into your account, the most likely reason is that you are using the wrong password.

Solution: Use the password you have registered an account with. In case you don’t remember you master password, you have the option to reset it.

Please note that you will not be able to access your session data (cookies and tabs) stored on our server because it is encrypted with your password, which we don’t have. Resetting the password will only get you access to your account, but your session data will remain inaccessible.

Note: If you have bought any of the paid plans or received a trial for the email, which has not previously registered with Multiloginapp, the temporary master password will be sent to your email after the purchase, which you will have to change upon the first login.

Problem: All these error messages are related with proxy connection. In some cases, due to different connection types of proxy service providers, these types of proxies may produce the following problems.

Solution 1: If you are using Username & Password authenticated proxies, you may want to leave the Username and Password fields blank and type them in only after the browser session has been launched. To solve this, please read the troubleshooting section here.

Solution 2: In other cases, you need to check if these problems are proxy related by manually connecting to those proxies, using one of your browser (click here for instructions on how to do on Firefox). If the problem persists, please raise this issue with your proxy provider. If the problem is not proxy-related, please contact our support team.

Problem: When you click on the Multiloginapp icon, the software does not start.

Reason: Most likely, your system locale is set to a language that utilizes 16-bit symbols (e.g. Chinese, Korean language). Currently, Multiloginapp cannot work with such systems.

Solution:  To fix the problem, switch to any locale that only uses 8-bit symbols (e.g. US, UK). Use the following instructions to set your system locale.

Problem: When using the Chrome browser with Multiloginapp, you are getting the following error message: “Multiloginapp failed to spoof fingerprints. This error might be temporary. Usually it is happening due to low resources available to Multiloginapp. Please contact customer support for further investigation.”

Reason: Fingerprint injection is a relatively performance heavy process, which requires a considerable amount of RAM and processing power. Also, on Chrome (due to it’s build) the process is non-linear, which leads to even more processing power being needed to properly inject fingerprints. Combined with page loads and proxy connection, some low performance computers and virtual machines are just not able to handle the processing requirements.

This is why we recommend at least 4 GB of RAM and a medium performing processor to be present on the machine you are running Multiloginapp.

Solutions:

  • If you are running Multiloginapp on a virtual machine, try increasing the amount of RAM avaliable.
  • Use a higher performing PC
  • Refrain from using Chrome completely and use other browser alternatives, like Firefox, Stealthfox or Opera
  • Optimize your current PC in the following ways:
    – Shut down all unnecessary processes on your PC, so your PC will have more RAM available for Multiloginapp.
    – If you are using proxies, you can leave your proxy Username and Password fields empty in the browser profile settings. The browser will prompt you to enter these details in separate browser pop-up. You can read more information in troubleshooting here: https://multiloginapp.com/documenation-unpw-auth-proxies/ (make sure to make a new browser profile for this).
Problem: Your browser window randomly closes after few minutes of use

Solution: This problem sometimes happens on Windows 10 machines. If it does, please try launching the Multiloginapp in compatibility mode for Windows 7 or 8.

Problem: When you open the app, the fonts are not visible or obscured and unreadable.  This is a typical problem that can happen with Mac users.

Solution 1: Just restart Multiloginapp, closing and opening it again. This solves the majority of such cases.

Solutions 2: If the problem persists even after restarting the program, please check your Mac OS version. If your build is El Captain (version 10.11) or lower, please update your Mac OS build version to Sierra (version 10.12) or higher.

Problem: After launching the browser profile you get an error message titled “Can’t decrypt data. Caution! If you save the session, existing session data will be overwritten.” The possible reasons for this error are recent password changes or connectivity issues.

Reason: If this started occurring right after you have reseted your Multiloginapp password, the problem is very likely related to the recent password reset.

This is because when you save the session data (tabs and cookie logins) get encrypted using your password so that nobody has access to them except you. When you change the password, the server is not able to decrypt the session data, because the password is different.

What to do now?
Essentially, you did not lose access to your browser profiles, just the session data is not accessible. Here’s what you can do:

  1. Continue using the browser profiles and re-login to your accounts. Considering the fact that the IP addresses and browser configurations will be the same, you should not have any problems logging into your accounts.
  2. There is one way to restore access to your accounts, but this requires that you have previously shared the browser profiles to other Multiloginapp users. In this case, you take those already shared browser profiles and share them back to your main account.

The right way to change the master password:

If you want to change the password for your application account next time use “Change password” feature instead of “Reset password”. The Change Password feature is available on the right-upper corner when you are logged into the account. Here is the screenshot below:

Reason 1: Antivirus interrupts the Multiloginapp application work.

Solution: In this case just disable your antivirus protection.

Reason 2: Problems with proxy connection:

Solution: In order to check, if the problem is proxy related please manually connect to your proxies without Multiloginapp, using one of your browser (click here for instructions on how to do on Firefox). If you will still see the problem, please raise this issue with your proxy provider and point out that your proxies do not work, when connecting via a browser.

Did not find your issue here? Contact us.