Common issues troubleshooting

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

 

Reason 1: If you are running Multiloginapp on a VPS with CPU throttling (like Amazon AWS), then the problem might be concerned with the processing time for initialization.

Solution: Restart Multiloginapp or wait (add a delay) till the machine is completely loaded and then run Multiloginapp.

Reason 2: If you are running Multiloginapp on a PC, then 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 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.
cantopensession

 

Reason 1: In some cases, you will see this error message with the “Browser is not compatible” pop-up. In either of cases, most likely, the problem is because your current browser version is either not supported by Multiloginapp or hasn’t been tested yet.

Solution: Please follow these instructions step by step.

  1. Check if your browsers are compatible with the current version of Multiloginapp, by checking our browser compatibility table. (If all of your browsers are compatible, please read the second reason below).
  2. Downgrade your current browser to a compatible version using these instructions.
  3. Turn off automatic browser updates on all of your browsers, which you want to use with Multiloginapp.

Reason 2: If your browser versions are compatible with the current Multiloginapp version, it’s very likely you still see the pop-up due to the problems in loading browser drivers.

Solution: There few things you can to solve the issue.

  • Completely re-install Multiloginapp and its temporary files:
    1. Delete browser drivers files, which are located in the C:\Users\{YOUR_USER_DIRECTORY}\.multiloginapp\data path. Note that you might need to enable “Show hidden folders and directories” option in the folder options on Windows.
    2. Uninstall Multiloginapp
    3. Install Multiloginapp again and log in to your account
  • For some reasons, which are usually user specific, even the compatible version with will not run with Multiloginapp and display the message of “Can’t open session.” If all of the solutions mentioned above did not work, you might want to try and experiment with different browser version, going either higher or lower of your current one. Please use these instructions to download a required version of the browser you need.
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.
uncompbrver

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 1: In some cases, you will see this error message with a “Can’t open session” pop-up afterward. In either of cases, most likely, the problem is because Multiloginapp does not support your current browser version or the browser version has not been tested yet.

Solution: Please follow these instructions step by step.

  1. Check if your browsers are compatible with the current version of Multiloginapp, by checking our browser compatibility table.
  2. If your browser version is not compatible, please downgrade or upgrade your current browser to a compatible version using these instructions.
  3. Turn off automatic browser updates on all of your browsers, which you want to use with Multiloginapp.

Reason 2: If your browser versions are compatible with the current Multiloginapp version, it’s very likely you still see the pop-up due to problems in loading the browser drivers.

Solution: There few things you can to do to solve the issue.

  • Completely re-install Multiloginapp and its temporary files:
    1. Delete browser drivers files, which are located in the C:\Users\{YOUR_USER_DIRECTORY}\.multiloginapp\data path
    2. Uninstall Multiloginapp
    3. Install Multiloginapp again and log in to your account
  • 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: In some cases, due to different connection types of proxy service providers, these types of proxies may produce the following problems:

  • “Bad Gateway” errors,
  • “The site cannot be reached” errors,
  • “Connection time-out” errors,
  • “No internet connection” errors.

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 chrome browser crashes either upon launch or after some time.

Solution: First of all, make sure you are running a compatible chrome version by checking our compatibility table here. Secondly, please check if you have installed/downgraded/upgraded a compatible browser version in accordance with the instructions provided here. Also, make sure you used the proper instructions for your particular operating system. If you have done all of the above-mentioned steps and the problem still persists, please contact our support team here.

Problem: After installing the latest Multiloginapp and Stealthfox browsers, you get an error window titled “Can’t open session: Stealthfox executable not found” upon launching the browser profile.

Solution 1: Just close the error window and try launching Stealthfox again.

Sometimes Multiloginapp is just not able to locate the Stealthfox path. However, after you have attempted to open it, it usually locates it right away. Once you have got it to open, you should not receive the error window again.

Solution 2: Try launching the Stealthfox browser separately from the Multiloginapp. Do this by going to C:\Program Files (x86)\Stealthfox\ directory and running the firefox.exe file as an Administrator. After the browser has opened, close it and try launching it through Multiloginapp again.

If the error window appears again, try repeating Solution 1.

Solution 3: For windows users, you may want to try making a full Windows update.

Solution 4: If all else fails, you may want to install Stealthfox 1.0. Please note that to install it, you will have to downgrade your Multiloginapp version. Instructions are available here.

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.

Solution: If this started occurring right after you have changed your Multiloginapp password, the problem is very likely related to the recent password change.

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.

To solve this issue, please contact support here.

Did not find your issue here? Contact us.