Skip to content

Troubleshooting#

This page explains the error statuses in the STATUS column and the common errors, with what to do in each case.

Error statuses#

When a profile cannot open, 9Login writes the reason in the STATUS column and shows a notification in the corner of the screen. Hover over the STATUS cell to see more details, if there are any. For the normal statuses, see Running profiles.

Status Meaning What to do
Over plan limit The account has more profiles than the plan allows, usually after the plan expires or is downgraded. Only the oldest profiles within the limit can open Renew or upgrade your plan at 9Login Plans, or delete profiles you do not use
Suspended Your sub-user account is suspended, so it cannot open any profile Ask the account owner
Paid plan only iOS and Android profiles open only on a paid plan Buy a plan, or change the profile's OS to Windows, macOS or Linux (Fingerprint)
Open elsewhere The profile is open on another of your computers or by someone else on the team See Profile open somewhere else
Crashed The browser shut down unexpectedly. The STATUS cell shows how long it ran and the last few lines it printed Click Start again. If it keeps happening, turn off some extensions and Inject Script, and try Clear with Cache only; if it still fails, send that text to support
Error Could not open, or stopped because of an error: the proxy, the browser failed to start, or the server returned an error Read the error message; for proxy errors, see the section below. Try again, and if it keeps happening, contact support
No connection 9Login cannot reach your account, so it has not opened anything Check the computer's network connection, then try again
Not allowed The profile is no longer assigned to you (sub-user) Ask the account owner to assign it again
Not authorised The account does not allow the profile to open right now Try again in a few minutes; if it keeps happening, contact support
Update needed This version of 9Login cannot open profiles on this computer Download the latest version from the Download 9Login page; if it still fails, contact support
Transferring The profile is waiting for the recipient to accept the transfer, and cannot be opened or edited yet Wait for the recipient, or choose Cancel transfer in the row's More menu (Transfer profiles)

Can't sign in#

Check that you chose the right account type: a 9Hits account uses My account, and a sub-user account uses Sub-user. The wrong mode usually reports Account not found.

  • Wrong username or password.: type them again. If you forgot your 9Hits password, reset it on the dashboard; a sub-user asks the account owner to set a new password.
  • This account is not activated yet.: open the activation email that 9Hits sent when you signed up (check the Spam folder too).
  • This account has been suspended.: contact support.
  • A sub-user sees a message that mentions the account owner (temporarily suspended, the main account's plan has expired, or there is no room left for sub-users): the account owner has to fix it.

Profile won't open or closes by itself#

  • This profile has no device settings yet...: 9Login is downloading the profile's fingerprint. Wait a moment, then click Start again.
  • A profile using Auto (by IP) closes right away: 9Login could not get the IP through the proxy. Check the proxy (see the section below) or switch to a fixed value, see Auto (by IP).
  • Closes by itself after a while: Duration (seconds) is not 0, see Profile settings.
  • Reopens by itself after closing: On Exit is Re-open or Clear+re-open, see the browser section.
  • Closes while running: the message that comes with it gives the reason, for example the profile was opened on another computer, or the plan no longer runs this profile. When the account owner takes a profile back from a sub-user, the sub-user's window closes after a few minutes.

Proxy not working#

If Check IP in the profile form reports IP check failed, the profile cannot reach the internet through that proxy. Check these in order:

  1. Type matches the proxy type (HTTP, SOCKS4, SOCKS5, SSH).
  2. The Proxy box uses the form host:port:user:password or user:password@host:port, without http://.
  3. The user and password are correct. If your provider only accepts registered IPs, add your computer's IP.
  4. The proxy has not expired: try it in another tool.

A failing SSH proxy reports SSH tunnel failed: followed by the reason. If the PROXY column shows Entry deleted, the proxy has been deleted from the list; pick another proxy, see Manage proxies.

Frequently asked questions#

Why is the New button greyed out? Hover over the button to see the reason: the plan has reached its profile limit, you have used up your new fingerprints for the 30-day period (the Account box shows when you get more), or the sub-user does not have permission to create profiles.

The profile opens but its extensions or script are missing? Extensions and scripts run only on a paid plan, and 9Login tells you as soon as the profile opens. A script may also not run when On Startup is Restore, see Scripts.

A yellow ! in the FP column? A newer browser version is available for the profile. The profile still opens normally; update it in the form or with Bulk edit, and the device stays the same.

Contact support#

Send a ticket at Support Tickets on the dashboard (Support menu), or email [email protected]. Include your account name, operating system, the status and the text that appears when you hover over the STATUS cell, plus a screenshot if you have one.