Message

Cause

Potential Solution

Notes

Error: License not activated

The license information is missing from the registry, or the license requires activation.

Ensure there is a valid license in the admin tool, restart the application as administrator, and log in.

Warning: Development Config file is being used. Please contact an administrator if you are seeing this message.

The API path in the configuration file is set to the dev endpoint.

Find the conf.json file in the Launcher directory and change the line “RootPath”: “https://3dpbdevadmin.azurewebsites.net/api/” to “RootPath”: “3d-playbook.com”

Warning: You are not connected to the internet. You are still able to use 3D Playbook. However, you will not be able to download cloud plays.

No internet connection upon starting the Launcher.

Acquire internet access, restart the launcher.

Error: Login request cannot be completed.

Generic login error for an unhandled situation.

Contact technical support.

Error: Cannot connect to server.

Unexpected failure response from cloud server.

Contact technical support.

Originates from the server - requires developer investigation.

Invalid License. Please contact your administrator for assistance.

OR

Account deactivated. Please contact your administrator for assistance.

OR

Username or password is incorrect.

“Invalid license” response from cloud server.

Ensure license is valid and not deactivated. Ensure the username and password are correct.

As of this writing, the server does not respond with unique messages for deactivated account, incorrect username or password, and invalid license, so there is no way for the program to tell between these three.

Error: Database path not found. Close program and contact your administrator.

The database path was not found in the registry.

Delete registry keys under “CurrentUser/Software/8K Solutions/3D Playbook” & “LocalMachine/Software/8K Solutions/3D Playbook”. Restart application as administrator and login.

Error: Database unreachable. Close program and contact your administrator.

If activating account, the database path is not set in the cloud server. Otherwise, the database was not at the expected location.

Ensure the database path is correctly set in admin tool. Ensure the database is in the expected folder and the folder is named and located as expected.

Error: Unable to sync.

Generic error when syncing users.

Contact technical support.

Error: Unable to reach database.

Database not at expected path.

Ensure the database is in the expected folder and the folder is named and located as expected.

Error: Unable to activate account.

Generic error when activating account.

Contact technical support.