How to troubleshoot when profiles cannot be opened

Updated 1 month ago by Villa Wu

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When profiles cannot be opened, you will probably get the following error(s):

  • "Can't open session"
  • "Failed to get IP data: can't connect through proxy"
  • "Error downloading XXX(profile ID) profile data from storage"
  • The profile is stuck on "Launching" for a long time

The reason for the errors could be related to the proxy connection or local network environment. This article describes several solutions to troubleshoot this issue.

Test your proxy

Each profile during its launch will first check the proxy connection. If the proxy is not working, or the proxy connection is not stable, profiles won't be launched until a stable proxy connection is established.

You need to check if the proxy passes the proxy check by going to Edit browser profileProxyCheck proxy or using the Quick edit sidebar. If the proxy does not pass the check and gives the error message "Connection test failed", then there is most likely an issue on the proxy side.

To confirm this, test your proxy through a regular browser.

You can use a browser extension to test proxies in Firefox and Chrome. You can also refer to the following pages for instructions on how to test a proxy on Windows and Mac. If your proxy doesn’t work through a normal browser, reach out to your proxy provider for further assistance.

Test your Internet connection

Currently, all your profile data is saved in cloud servers. While you are launching a profile, the application will use your local connection to download the profile data first. If there is something wrong with it, the profile data will not be downloaded successfully and profile launch will fail.

To check this, you can try the following steps:

  1. Close Multilogin
  2. Connect to a different network, such as your mobile hotspot, VPN or proxy network
  3. Restart the app and relaunch the profile

Re-download browser components

If the issue persists, you can try re-downloading browser components:

  1. Navigate to the \\data folder, which is located in the user directory
  • Windows: C:\Users\%username%\\data
  • macOS: /Users/%username%/
  • Linux: /home/%username%/
To find this folder on Mac, open Finder and press Cmd + Shift + H to open a user folder, then press Cmd + Shift + . (period) to show hidden files. After that, go to the folder.
  1. Delete the deps folder
  2. Launch Multilogin and let it download all the necessary browser components again. Then, relaunch the profile
If you encounter any issues in components downloading, possible solutions can be found in this article.

Disable 3rd party apps

Antivirus or Firewall installed on the computer may interfere with the communication between the application and our servers. Try to disable the antivirus or whitelist the Multilogin app in its settings.

Send us logs

If none of the above solutions help, send us your log files. To make sure the log file has the precise information we need, follow these steps:

  1. Restart Multilogin
  2. Try to recreate the issue and prompt the error message you received before (e.g. start a browser profile, try to edit its settings, etc)
  3. Close the browser profile and / or the error message
  4. Go to "My account" and click "Open logs directory":    

A folder will open. Archive all log files in that folder and send the ZIP or RAR file to [email protected].

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