Profile won't launch
A launch error is shown as “Name” didn't launch: followed by the reason. Find the reason text below — or paste it into the help search.
Check first
- Does the bottom of the sidebar say Online? Without a connection the profile won't launch.
- Is there no browser download bar at the top of the window?
- Does the profile's proxy respond? Click the globe in the profile row — Check proxy.
- Is the profile not open by a colleague or on another of your computers (the In use button)?
- Is your plan paid?
Possible errors
Can't reach the server, so the profile wasn't launched. Check your internet connection and try again.
Why: Before launch, the server must lock the profile to you. Three attempts to reach it failed.
What to do: Check your internet and VPN, wait a minute and launch again.
The profile is already open: email, computer.
Why: The profile is open by another person or on another of your computers.
What to do: Ask them to close the profile there. If that computer is off or frozen — right-click → Release lock. See Profile in use.
proxy host:port isn't responding (timeout / no connection)
Why: The proxy isn't responding: it has expired, is turned off, or the address or port is wrong.
What to do: See Proxy not responding.
proxy host:port responds but doesn't pass HTTPS traffic (check the username and password)
Why: The proxy requires authentication and the username or password is wrong, or the proxy doesn't support HTTPS.
What to do: Check the proxy username and password; try the SOCKS5 type.
The profile is password-protected.
Why: The profile has a password and it hasn't been entered.
What to do: Enter the password in the window. See Profile password.
Profile data is encrypted. Unlock encryption in Settings with your account password; for a team profile, the team owner must open the app once.
Why: The encryption key isn't unlocked on this computer.
What to do: Settings → Encryption → Open. For a team profile, ask the Owner to open the app.
Couldn't get profile data: …
Why: The profile snapshot didn't download or couldn't be decrypted. The reason comes after the colon.
What to do: Check your internet and try again. If the reason mentions a key or password, unlock encryption. If it keeps happening, contact Support with the error text.
Your plan has expired and hasn't been paid, so profiles are locked. Pay to open them again. Profiles are permanently deleted 7 days after the plan expires.
Why: Your account's plan (or the team Owner's) hasn't been paid.
What to do: Pay in Billing. See What happens if you don't pay.
The profile is in Trash. Restore it before launching.
Why: The profile has been deleted.
What to do: Trash → Restore.
The profile is already running.
Why: This profile's browser is already open.
What to do: Find its window (it may be behind other windows) or click Stop.
The profile is already launching.
Why: The launch is still in progress — the profile data is downloading.
What to do: Wait a few seconds.
This profile's browser is already running. Close its window and try again.
Why: The browser window stayed open after the app crashed.
What to do: Close this profile's window (or quit it in Activity Monitor) and launch again.
The browser isn't downloaded yet. Click “Download browser” at the top of the window and wait for the download to finish.
Why: The browser isn't installed.
What to do: Click Download browser at the top of the window.
Profile not found.
Why: The profile was deleted, transferred to another account, or your access to it in the team was removed.
What to do: Click Refresh (⌘R). If it's a team profile, check with an Admin.
Clicked “Launch” and nothing happens
Why: A pre-launch check is running, or the check window opened behind another window.
What to do: Look for a “may be detected” window. Check the browser download bar and the connection status.