How can I troubleshoot problems with my license?

How can I troubleshoot problems with my license?

To use ATLAS.ti, you need to first create an ATLAS.ti account and activate your license there. You will then be able to access ATLAS.ti Windows, Mac, and Web (if you have an ATLAS.ti Desktop+Web license) by clicking on the corresponding button. 

After downloading and installing ATLAS.ti Windows or Mac, open the software and enter your ATLAS.ti account login details. The software then connects to your account and recognizes your activated license. If you ever experience any problems with logging into ATLAS.ti Windows/Mac and/or using your license, you can follow the steps below to troubleshoot potential license problems. 

1. Try refreshing the “lease” for your license

  • Windows: File > Options > ATLAS.ti > Check for Updated License
  • Mac: ATLAS.ti > License > Check for Updated License

2. Log out by clicking on the avatar icon in the bottom-left corner of the error dialog, then log in again

3. Delete the license cache to reset the license information stored on your computer

Windows: 

  • Exit ATLAS.ti
  • Navigate to the following two folders and delete their contents:
  • %LocalAppdata%\Scientific Software\ATLASti.23\LicenseCache
  • %Appdata%\Scientific Software\ATLASti.23\LicenseCache

Mac:

  • Quit ATLAS.ti
  • Open the Terminal application (see Applications > Utilities)
  • Copy & paste the following line into the Terminal:
  • rm -r ~/Library/Caches/com.atlasti.ATLAS-ti/SSDCoreServer/SSDLicenseService/
  • Press the Return key (this will reset the license cache)
  • Quit the Terminal

4. Make sure you have the latest updates installed for ATLAS.ti installed

  • Windows: File > Options > ATLAS.ti > Check for Updates
  • Mac: ATLAS.ti > Check for Updates

5. Make sure you have the latest updates installed for your operating system, including any security updates

6. Restart your computer

7. Restart your internet router

8. Make sure you are connected to the internet and that you have a stable connection.

  • Disconnect from the internet, then reconnect
  • Try connecting to the internet from a different location, especially if you are currently using an institutional network
  • Connect via a mobile hotspot instead of WiFi or Ethernet, especially if you are currently using an institutional network

9. Check if you can open https://my.atlasti.com in a web browser on your computer

10. Check if your computer’s date, time and timezone are correct. These should best be set automatically by a time server.

11. If you are using a VPN, disable it.

12. Check if there is an active firewall. If yes, disable it or at least ensure that HTTPS traffic on port 443 is not blocked. Also, check that the following two addresses are not blocked: https://api.atlasti.com & https://login.atlasti.com. If in doubt, check with your system administrator.

13. Check if there is an active network filter, anti-virus app, security app or computer cleaning app. Ensure that these do not block the port and addresses mentioned above.

14. If you are on an institutional network, check with your system administrator that the port and addresses are not blocked on the network level.

15. If you are using anti-malware software, check that the ATLAS.ti app itself is not blocked.

16. Check if there is an active proxy (most commonly a SOCKS proxy). If you get the error “502 Bad Gateway”, this is the likely cause. If any proxies are active, disable them. If the proxy keeps activating even after you have disabled it, this might be caused by malware.

If you have followed these steps but are still experiencing any troubles, please count on our support. 

  • ATLAS.ti Windows: windows@support.atlasti.com
  • ATLAS.ti Mac: mac@support.atlasti.com

In your message, please include the following details:

  • A detailed description of the steps you take for the error to occur.
  • If you are presented with an error message, please provide a screenshot of it.
  • If ATLAS.ti crashes, please send us a crash report and make sure to provide your email address.
  • Does the problem occur only intermittently or permanently?
  • If the app used to work, has anything changed about the setup around the time the problem first occurred?

If you have any other questions, please feel free to also chat with us or call us.

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