Fix - Issues with accessing ATLAS.ti license or account

Who this article is for

Anyone who cannot log in to My ATLAS.ti, ATLAS.ti Web, or the ATLAS.ti Desktop application, or whose license is not recognized after logging in.

How to troubleshoot issues with logging in

Follow the steps below if you cannot log in to your ATLAS.ti account or if the application cannot recognize your license.

Step 1 – Verify your account and login credentials

Before troubleshooting further, make sure that:

• Your ATLAS.ti account email has been verified.
• Your license has already been activated in My ATLAS.ti at https://my.atlasti.com.
• You are using the correct email address and password associated with your ATLAS.ti account and the activated license.
• If you forgot your password, click Forgot password on the login page of my.atlasti.com and follow the instructions to reset it.

Step 2 – Refresh your license connection

If you can access ATLAS.ti but your license is not recognized, or you experience login issues, try refreshing the session.

• ATLAS.ti Desktop (Windows / Mac):
  • Refresh the license connection in the application.
    • Windows: File > Options > ATLAS.ti > Check for Updated License

• Mac: ATLAS.ti > License > Check for Updated License

• ATLAS.ti Web:
  • Log out of https://web.atlasti.com, then log in again. If the issue persists, try accessing ATLAS.ti Web using another browser or incognito/private mode.

Step 3 – Log out and log in again

Sometimes login problems occur because the session is not refreshed correctly. Try the following:

1. Log out of the application or portal.
2. Close ATLAS.ti completely.
3. Re-open ATLAS.ti and log in again using your account email and password.

Step 4 – Reset the license cache

If the license still cannot be recognized, resetting the local license cache may help.

• Windows
  • Close ATLAS.ti.
  • Navigate to these folders (you can copy-paste the text below in the address bar of the File Explorer) and delete their contents:
  • %LocalAppdata%\Scientific Software\ATLASti.25\LicenseCache
  • %Appdata%\Scientific Software\ATLASti.25\LicenseCache
• Mac
  • Quit ATLAS.ti.
  • Open Terminal from Finder > 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

Step 5 – Make sure ATLAS.ti and your operating system are up to date

• Ensure that both the software and your system are updated.
  • Windows
    • File >  Options > ATLAS.ti > Check for Updates

• Mac
  • ATLAS.ti > Check for Updates

• Also make sure your operating system has the latest security updates installed.

Step 6 – Restart your computer and internet connection

Temporary network issues may prevent the application from communicating with the ATLAS.ti servers.

Try the following:

• Restart your computer
• Restart your internet router
• Disconnect and reconnect to the internet
• You may also try connecting through a different network or mobile hotspot, especially if you are currently using a university or institutional network

Step 7 – Check browser and web access

Verify that your browser can access the ATLAS.ti portal. Open the following page in your browser:

https://my.atlasti.com

If the page cannot be opened, the issue may be caused by network restrictions or firewall settings.

Step 8 – Check your computer date and time

Incorrect system time settings can prevent secure authentication. Make sure the following are correct and ideally set automatically by a time server:

• Date
• Time
• Timezone

Step 9 – Disable VPN or proxy connections

VPN or proxy services can sometimes interfere with secure connections.

• If you are using the following, try disabling them temporarily and logging in again:
  • VPN software
  • Proxy servers
  • SOCKS proxy
• If you see errors such as “502 Bad Gateway”, a proxy configuration may be the cause.

Step 10 – Check firewall and security software

Firewalls, antivirus programs, or network security filters may block communication between ATLAS.ti and its servers.

• Make sure the following are not blocked:
  • HTTPS traffic on port 443
  • https://api.atlasti.com
  • https://login.atlasti.com
  • my.atlasti.com
• If you are using a company or university network, you may need to contact your IT administrator to ensure these connections are allowed

Step 11 – Check antivirus or security software

Some security or cleaning applications may block the ATLAS.ti application. Check that:

• ATLAS.ti is not blocked by antivirus or anti-malware software
• Network filtering or security tools do not block the required connections

Common issues and mistakes

• Trying to log in before activating the license
  • You must first activate your license in My ATLAS.ti before ATLAS.ti Desktop or Web can recognize it.
• Network restrictions on institutional networks
  • Company or university networks may block communication with ATLAS.ti servers.
• VPN or proxy interfering with authentication
  • Some VPN or proxy configurations prevent the software from connecting to the login server.
• Incorrect system time settings
  • If your computer’s time or timezone is incorrect, secure connections to the ATLAS.ti servers may fail.
• Outdated software version
  • Using an outdated version of ATLAS.ti may cause connection problems with the license server.
• IP address blocked after multiple unsuccessful login attempts
  • Brute force protection is activated after 10 consecutive unsuccessful logins.

When to contact support

Contact ATLAS.ti Support if:

• You still cannot log in after completing the troubleshooting steps above
• Your license is activated but ATLAS.ti Desktop or Web does not recognize it
• The application continues to show connection or authentication errors

When contacting support, please include:

• The email address associated with your ATLAS.ti account
• A description of the problem and the steps you have already tried
• Any error messages or screenshots
• Whether the issue occurs intermittently or permanently