Troubleshoot common issues in ATLAS.ti Windows

Who this article is for

This article is for ATLAS.ti Windows users who run into installation errors, startup problems, project or library issues, license problems, crashes, or network-related errors. The fixes below only cover the cases listed in the troubleshooting source file.

1. Installation and startup issues

Installation fails

Possible cause:

Windows or .NET is not fully updated, or the installer is being blocked.

Solution:

1. Run Windows Update and install all pending updates, including .NET updates.

2. Open Apps & Features in Windows.

3. Find ATLAS.ti in the installed apps list.

4. Select Modify and then run Repair.

5. If installation still fails, collect the installation logs from %TEMP% so they can be reviewed.

Screenshot suggestion: Show the Windows Apps & Features screen with ATLAS.ti selected and the Modify/Repair option visible.

“Installation Failed”

Possible cause:

Windows or .NET is not fully updated, or antivirus software is interfering with the installer.

Fix:

1. Run Windows Update and install all pending updates, including .NET updates.
2. Right-click the ATLAS.ti installer.
3. Select Run as Administrator.
4. You may also check if you have permission to access the installation folder and related Windows folders and temporarily disable your antivirus software if necessary.
5. Run the installer again.

Install on Windows Server or a virtual machine

Possible cause:

You are installing in a non-desktop environment.

Fix:

1. Check that the Windows Server or VM environment meets all ATLAS.ti system requirements.

2. Only proceed with installation after confirming the environment is fully supported and properly configured.

ATLAS.ti does not open

Possible cause:

A blocked connection or a corrupted profile.

Fix:

1. Collect the ATLAS.ti log files from (ATLAS.ti 26 for example):

%LocalAppData%\Scientific Software\ATLASti.26\Logs - %TEMP%

(look for files starting with ATLAS.ti NPL…)

2. Contact technical support team for investigation. See When to contact support.

Welcome window shows “HTTP client timeout”

Possible cause:

Firewall, proxy, or another network issue.

Fix:

1. Treat this as a connectivity issue rather than a project issue.

2. Temporarily disable your proxy or firewall if possible.

3. Test ATLAS.ti again.

4. If possible, switch to a different network such as a mobile hotspot to confirm whether the current network is the cause.

2. Project and library issues

Locked library when upgrading, for example from v22 to v23 or a higher version

Possible cause:

A stale Library.lock file is still in the older library.

Fix:

1. Close the older ATLAS.ti version completely.

2. Open File Explorer.

3. Go to: %AppData%\Scientific Software\ATLASti.22\Libraries22

4. Delete the file named Library.lock.

5. Start the newer ATLAS.ti version again.

Project file cannot be loaded

Possible cause:

The library is inaccessible or ATLAS.ti does not have the right permissions.

Fix:

1. Make sure the library is stored on a local drive.

2. Check that your Windows user account has read, write, and modify permissions for the library folder.

3. If Controlled Folder Access is enabled in Windows Security, add ATLAS.ti as an allowed app.

SQLiteException: unable to open database file

Possible cause:

Library on OneDrive/Google Drive/Network

Fix:

1. Move the library out of OneDrive, Google Drive, or the network location.

2. Place it on a local drive instead.

3. Open ATLAS.ti again and confirm it now points to the local library.

Library path changed and the app will not open

Possible cause:

The stored library path in the Windows registry is incorrect.

Fix:

1. Close ATLAS.ti completely (make sure it’s not running in the background).
2. Press Win + R keys  , type regedit  , and press Enter to open the Registry Editor.
3. Go to this location (depending on your version):

HKEY_CURRENT_USER\Software\Scientific Software\ATLAS.ti.26

(If you're using a different version (e.g., 24 or 25), please open that folder instead.)

4. On the right side, look for a value called LibraryPath  .
5. Right-click on LibraryPath  and select Delete.
6. Close the Registry Editor and try opening ATLAS.ti again. This will reset the library to the default location.

3. File and document issues

App crashes after importing a file

Possible cause:

The imported file may be corrupt or unsupported.

Fix:

1. Identify the exact file that triggered the crash.

2. Prepare the following items:

• System Report
• The affected project
• The problematic file

3. Contact technical support team for investigation. See When to contact support.

Open Document shows “Object reference not set…”

Possible cause:

Antivirus or other third-party software is interfering.

Fix:

1. Temporarily disable antivirus software.

2. Restart the computer.

3. Open ATLAS.ti again.

4. Try opening the document one more time.

4. Permissions and access issues

Project save failed: Access denied

Possible cause: Controlled Folder Access in Windows Security is blocking ATLAS.ti.

Fix:

1. Open Windows Security.

2. Go to the ransomware or Controlled Folder Access settings.

3. Add ATLAS.ti to the list of allowed apps. 4. Save your work again.

Project creation failed: Cannot create project

Possible cause: ATLAS.ti does not have enough permissions to write to the library.

Fix:

1. Check that the library folder allows writing.

2. Run ATLAS.ti as Administrator.

3. Check whether Controlled Folder Access is enabled and blocking ATLAS.ti.

4. If needed, allow ATLAS.ti in Windows Security and try creating the project again.

5. License and connectivity issues

License issue: No Valid License Found

Possible cause:

HTTPS traffic on port 443 is blocked, or the proxy is misconfigured.

Fix:

1. Make sure outbound HTTPS traffic on port 443 is allowed.

2. Review your proxy configuration and rules.

3. In ATLAS.ti, go to the license area and select Check for updated license.

Refresh license does not update the license status

Possible cause:

The local license cache is stale.

Fix:

1. In ATLAS.ti, go to File > Options > ATLAS.ti.

2. Select Check for updated license.

3. If the issue continues, clear the license cache from these folders (for ATLAS.ti 26):

• %LocalAppData%\Scientific Software\ATLASti.26\LicenseCache
• %AppData%\Scientific Software\ATLASti.26\LicenseCache

4. Start ATLAS.ti again and check the license once more.

Generic license errors

Possible cause:

The account does not match the license, or the license information is outdated.

Fix:

1. Sign in to my.atlasti.com and confirm you are using the correct account.

2. In ATLAS.ti, review the current license shown in the app.

3. Update or refresh the license if needed.

App cannot update or cannot contact server

Possible cause:

Firewall or proxy settings are blocking the connection.

Fix:

1. Check whether the firewall is blocking ATLAS.ti.

2. Check whether a proxy server is filtering or blocking required traffic.

3. Allow ATLAS.ti through the firewall or proxy.

6. Network and proxy troubleshooting

Misconfigured proxy or connection issues

Fix:

1. Test ATLAS.ti on another network, such as a mobile hotspot.

2. Check your firewall settings.

3. Configure the proxy to allow access to:

- https://login.atlasti.com

- https://my.atlasti.com

- https://api.atlasti.com

- HTTPS (TCP 443)

4. Check whether antivirus software is blocking the connection.

5. Adjust VPN settings if you are connected through a VPN.

6. Confirm that you can access my.atlasti.com in a browser.

7. Clear the license cache.

8. Ping the following addresses to test reachability:

- login.atlasti.com

- my.atlasti.com

7. Crash and debugging issues

Random crashes

Possible cause: The crash may be project-specific or caused by an application bug.

Fix:

1. Check whether the crash happens only in one project or across multiple projects.

2. Write down the exact steps needed to reproduce the crash.

3. Collect the system report.

4. Contact technical support team for investigation. See When to contact support.

Cannot send System Report

Possible cause:

The upload failed.

Fix:

1. Open this folder (for ATLAS.ti 26): %AppData%\Scientific Software\ATLAS.ti.26

2. Find the .AtlRep or .AtlRep.zip file.

3. Send that file manually to windows@support.atlasti.com instead.

When to contact support

Please contact ATLAS.ti Support if are unable to resolve the issues after performing the troubleshooting steps. To expedite the troubleshooting speed on our end, please provide us with:

• A screenshot of any warning or error messages
• Clear steps to reproduce the issue (written instructions or a screen recording)
• Technical support file. To generate the file, go to ATLAS.ti software Options > ATLAS.ti > License and Version Information section > Save.

Send the information and requested files to windows@support.atlasti.com. If any file is too large to attach to the email, please upload it to a file-sharing service like Dropbox and provide a direct file download link in the email. Rest assured, we will treat your data with full confidentiality. We appreciate your cooperation!