Common issues

Profile status is stuck on “Active”

1. Go to “Edit profile”
2. Open the “Advanced” menu 
3. Go to “Other” and disable “Active session lock”
   • If it persists, restart all systems that have opened the profile

Profile status is stuck on “Launching”

1. Check your proxy: 
   1. Go to “Edit profile” 
   2. Open the “Proxy” menu 
   3. Click “Check proxy”
      1. If you get an error, the proxy is offline or misconfigured. Check this page to fix it!
2. Check your connection: 
   1. Uninstall any conflicting antivirus, firewall, VPN, and proxy apps (such as Proxifier and SocksEscort). 
   2. Check steps from this article to troubleshoot your connection.

Error: “Profile is not created/updated, unknown error”

1. If you see “Expired” in the bottom-left corner:
   1. Enter your Billing dashboard
   2. Go to the “Subscription” tab
   3. Click “Renew subscription”
   4. Go to the “Invoices” tab
   5. Click “Pay now”
2. If profile or team member limits are reached:
   1. Delete exceeding profiles and team members
   2. Restart the application

Error: “Application request limit is reached”

Quickly solved by restarting the application, this error might happen when:

• Running Multilogin 6 on multiple computers simultaneously
• Not restarting the app after over 2 weeks
• Too many concurrent opened profiles: even if you don't do anything, the app will still send requests to the server

Error: “Unable to save profile: User-Agent is empty”

There are three possible solutions:

1. Check whether you meet our minimum system requirements
2. Check fingerprint issues:
   1. Go to “Edit profile”
   2. Select the “Overview” tab
   3. Click “Get new fingerprint”
3. Remove cached data:
   1. Go to “My account”
   2. Click “Open logs directory”
   3. Go back one folder
   4. Access “Data” folder
   5. Delete “Deps” folder
   6. Restart the app

Error: “Proxy plugin data missing”

To easily check whether your proxy plugin is up and running:

1. Checking the proxy:
   1. Go to “Edit” profile 
   2. Enter the "Proxy" tab
   3. Click "Check proxy" 
   4. Update the profile
2. Open the main application window
3. Open the "Plugins" tab
4. Check the list and make sure the proxy plugin in activated
   1. In case it is already activated: 
      1. Deactivate and reactivate the proxy plugin
      2. Restart the application
      3. Repeat steps from method 1

Error: java.security.InvalidKeyException: must be passed recipient's private EC key for decryption

If you get this error message when you try to launch profiles, you just need to re-login to resolve it.

Troubleshooting

Sending logs to support

1. Restart Multilogin
2. Recreate the issue and try to reproduce the error message received
3. Go to “My account”
4. Click "Open logs directory"
5. Archive all log files in the folder
6. Send the ZIP or RAR file to [email protected]

Redownloading browser components

1. Close Multilogin
2. Navigate to the \.multiloginapp.com\data folder, which is located in the user directory
   1. Windows: C:\Users\%username%\.multiloginapp.com\data
   2. macOS: /Users/%username%/.multiloginapp.com/data
   3. Linux: /home/%username%/.multiloginapp.com/data

3. Delete the Deps folder
4. Launch Multilogin and let it download all the necessary browser components again

This can also fix these errors:

• "STATUS_BREAKPOINT"
• "Can't preload profile data"
• "Couldn't load XPCOM"
• "Aw snap"
• “Failed to update profile with userAgent”

Reinstalling the app

1. Close Multilogin
2. Navigate to the user directory
   1. Windows: C:\Users\%username%\
   2. macOS: /Users/%username%/
   3. Linux: /home/%username%/
3. Delete the .multiloginapp.com folder
4. Launch Multilogin
5. Wait for browser components to be downloaded