Clicky

Common errors and solutions

Updated 1 day ago by Yelena

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Profile status is stuck on "Active"

  • First solution: go to "Edit profile" → "Advanced" → "Other" and disable "Active session lock" (re-enable this option later)
  • Second solution: restart every computer that opened that profile

Profile status is stuck on "Launching"

First, let’s check your proxy. Go to your profile settings and click "Proxy" → "Check proxy". If you get an error "Connection test failed", it means that your proxy might be offline. In this case, check out this page for a detailed solution!

Second, let’s check your connection. Antivirus, Firewall, VPN, and certain proxy apps (such as Proxifier and SocksEscort) may interrupt Multilogin connections – the best option here is to uninstall such apps. Check out solutions from this article to see if the issue is related to your Internet connection too.

Error: Profile is not created/updated, unknown error

This error usually indicates an issue with the subscription. Go back to your main app window and look in the bottom left corner. If it says “Expired“, do the following:

  1. Log in to your Billing dashboard
  2. Click “Subscription” → “Renew subscription“
  3. Click “Invoices” → “Pay now”

If the profile limit is reached (for Solo, for example, you will see 100/100), to be able to create new ones, delete a few profiles or upgrade your subscription.

Error: Unable to save profile: User-Agent is empty

  • First solution: check if your system matches our requirements
  • Second solution: select the "Overview" tab in your browser profile settings and click "Get new fingerprint"
  • Third solution: delete the Deps folder by following instructions at the bottom of this page

Error: Proxy plugin data missing

  • First solution: go to your profile settings and select the "Proxy" tab. Click "Check proxy" and update the profile
  • Second solution: open the "Plugins" tab in the main app window and make sure that the plugin for your proxy is activated (If it is, try to deactivate and reactivate it), then proceed with the first solution

Sending logs to support

  1. Restart Multilogin
  2. Try to recreate the issue and prompt the error message you received before
  3. Go to "My account" and click "Open logs directory"
  4. A folder will open: archive all log files in that folder and send the ZIP or RAR file to [email protected]

Redownloading browser components

This can fix the below errors.

  • "Can't preload profile data"
  • "Couldn't load XPCOM"
  • "Aw snap"
  • "Failed to update profile with userAgent"
This will not cause any data loss – all your profiles and session data will be saved.
  1. Close Multilogin
  2. Navigate to the \.multiloginapp.com\data folder, which is located in the user directory
    1. Windows: C:\Users\%username%\.multiloginapp.com\data
    2. macOS: /Users/%username%/.multiloginapp.com/data
    3. Linux: /home/%username%/.multiloginapp.com/data
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 .multiloginapp.com/data folder.
  1. Delete the Deps folder
  2. Launch Multilogin and let it download all the necessary browser components again

Reinstalling the app

These actions will log you out – make sure that you remember your Multilogin password.
This will not cause any data loss – all your profiles and session data will be saved.
  1. Close Multilogin
  2. Navigate to the user directory
    1. Windows: C:\Users\%username%\
    2. macOS: /Users/%username%/
    3. 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.
  1. Delete the .multiloginapp.com folder
  2. Launch Multilogin and let it download all the necessary browser components again

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