Launch and Login Issues

Common Login Issue.

ARwall provides both the ARFX Pro Plugin and Scenepack’s on a limited license that has a limit to the number of seats (or computers) that the software can be used on. Because of this, we utilize a login system that will tie your login with the key you’ve been provided to bind them together. Issues can occur with this login process and we at ARwall have taken steps to mitigate most of them.

Important

As of version 335 & 336 for the plugin (October 18, 2024, for Scenepacks) , we have introduced several fail safes that will help prevent most issues that would not allow you to retry your login. If you are having any issues with your login, please download the latest version of the plugin or Scenepack and try again.

“Exceeded login time. You have 2 minutes to log in.”

This error message will appear when you have not logged into your account from the pop-up login window. Depending on what you were doing at the time of launch, the login window might have followed your cursor to another display or it may even be hidden behind another window such as your web browser. Always anticipate that this may happen by not doing other tasks at the launch of your project or Scenepack.

If no login window ever popped up and you still get this message, you may have to ensure that you’ve installed the correct version of [DotNet8].

”Invalid access. The key is either wrong or is not associated with this login.”

You will receive this error message when your login does not match your key or if your key was entered incorrectly. Make sure to use the same login as the one you used when you first logged in with the key. Once a key is associated with a login, it cannot be bound to another.

If your login is correct, then your key may have been entered correctly. Launching the scene again after this error will prompt you to enter your key again. Ensure that the key is correct when you do.

Important

It is recommended that save your key in an easily accessible document that also houses information such as the dimensions of your display as well as tracker setup information.

"It looks like there was an error signing into your account. Please try again."

This error can occasionally happen due to a problem with the login back end. It may not be because of you but because of the service provider that handles our logins (in our case, Microsoft). Should something happen on their end then there is little we can do other than to try again or wait. Often this error will appear when the login service takes too long or the connection got interrupted somehow.

Ensure that your connection to the internet is good, and simply try again. In cases where your internet connection is spotty due to a reliance on wireless connections, see if it is possible to be hardwired to the network instead.

If your connection is good, you’ve never had this issue before, and retrying still gives this error, then check [AzureStatus] to see if there are any issues in the Americas or in your country. If all is green, then you may want to try manually clearing your login cache which is detailed further below.

"Exceeded number of seats. Please go to the computer that used this key and press ‘Log Off’ in Project Settings > ARwall."

This error can only happen when you’ve exceeded the number of seats (computers) that are allowed for your login and key. As stated in the message, you will have to log in to the computer you last used and use the Log Off button.

Pro Plugin: Go to Edit > Project Settings… > Plugins > ARwall > Log Off

Scenepack: Go to Options Menu > Log Out and Quit

Important

If you wish for your key to be used on more than one computer then you’ll need to contact ARwall to inquire about this.

“Your key has expired."

This error only occurs when the license for our product has expired. Typically, this will not happen unless you have trial code access or if you are logging in after your 5-year term is up. You will need to purchase your license again to continue using ARFX.

If you think this is in error, please contact us at ARwallSupport.

There is no login prompt, and the scene simply closes at launch

This is typically a problem with older versions of our Scenepacks and ARFX Pro Plugins, where there is a mismatch in login versions. Updating to the latest versions is usually a fix for this. However, if you cannot do so or if this problem persists, you can try manually clearing your login cache. You can do this by following the instructions presented further in the article.

If you are unable to update your Scenepack or Plugin to the latest versions, then your only choice is to manually clear your login cache.

• Press Windows + R to open the Run menu.

• Type in %appdata%\ARwall to open a folder within your machine.

• Delete the file named ARwall.Identity.Client.msalcache.bin

• Try to open your scene once more.

How to Manually Diagnose Your Login Issue.

Perhaps you are running into a login issue that is not presented here. Or you have an issue that you suspect is a login issue. You can manually check your logs to see if there is a problem with your login by using the following steps:

Press Windows + R to open the Run menu.

• Type in %appdata%\ARwall to open a folder within your machine.

• Open the file named ARwall.Identity.Client.log.

• Search for any entry that has an Error in it.      

Important

If you have any scene open then you might not be able to open this log file as it is currently being written into. Close your scenes before opening the log file!

Example error log.  

_“Specified initialization vector (IV) does not match the block size for this algorithm.”_

This is typically the result of using different versions of your Plugin or Scenepack. Sticking to the latest version not only fixes this issue but can also make older versions not work immediately without manually clearing your login cache.

Still, Having Login Issues?

Then please contact ARwall directly via support@arwall.co! We will work directly with you and try to rectify the problem as quickly as possible.