Troubleshooting

Ordered roughly by when you’d hit them.

“Windows protected your PC” when installing

Expected. The installer isn’t code-signed, so SmartScreen reports an unknown publisher. Check the SHA-256 against the one published for the release, then More info → Run anyway. If the hash doesn’t match, don’t run the file, and tell us at support@softglaze.com.

Some antivirus tools also quarantine unsigned installers. The checksum is the thing that actually tells you the file is ours.

First run can’t download the browser engines

The app needs an internet connection the first time to fetch 3 Chrome for Testing builds and the four extensions. Downloads are HTTPS-only and restricted to an allowlist of Google’s and Mozilla’s own hosts, so a proxy or filter that intercepts TLS will break them.

• On a corporate network, allow googlechromelabs.github.io, storage.googleapis.com, clients2.google.com, product-details.mozilla.org and ftp.mozilla.org.
• A redirect to any host outside that list is refused on purpose; that is not a bug.
• Firefox is verified against Mozilla’s SHA256SUMS, so a corrupted download fails rather than installs.

A proxy won’t verify

Check gives you the exit IP, country, latency, a blocklist result and a grade. When it fails:

• Confirm the type. HTTPS proxies are stored as HTTP; SOCKS4 isn’t supported, use SOCKS5.
• Paste the whole string into the host field of the New Proxy form and let it split itself, rather than filling fields by hand.
• IPv6 needs brackets: [2001:db8::1]:8080:user:pass.
• If your provider whitelists by IP, your own address has to be on their list before any check can pass.
• A failed proxy keeps its row. Fix it and press Check again.

Rotation links only work for proxies that have one configured; without it, the Rotate IP action has nothing to call.

A profile won’t launch

• The licence lapsed. After the trial you get 3 days of grace, then the app locks to a renewal screen and the main process refuses launches. Buying a plan or entering a purchase code unlocks the same workspace with nothing deleted.
• Someone else has it open. A running profile is locked to the member who launched it.
• The engine isn’t installed. The Browsers screen shows which builds are on disk; install the version the profile is pinned to, or set it to Auto.
• Extensions and real Chrome. A profile set to load extensions launches Chrome for Testing rather than your installed Chrome, because real Chrome silently ignores --load-extension. If you expected the real binary, that is why.

The import can’t find my columns

The header row is found by its column names anywhere in the first 30 rows, and the title column is the anchor: without something matching “profile title”, “profile name”, “name”, “title”, “browser profile” or “account name”, the parse stops.

Other things worth checking: the file is .xlsx, .xls and .csv; it is under 25 MB and 5,000 rows; and rows between the header and the first profile that look like instructions are skipped deliberately: the preview lists which ones.

Leak Check says the profile contradicts itself

That is the feature working. Common causes:

• The OS the profile claims isn’t the OS it runs on. Host fonts and canvas raster still say Windows.
• WebGL Metadata set to Custom while a service worker reports the real GPU.
• Geo auto-match turned off, leaving a German exit with an English clock.

Fix the setting, then re-run the static check. The live test needs the profile running.

The local API won’t answer

• It is off until you enable it in Settings, under Developer API Access.
• It binds 127.0.0.1:8080 only. If something else holds that port the server won’t start, and Settings will say so.
• Requests need Authorization: Bearer sg_…; without it you get a 401.
• Requests whose Host header isn’t 127.0.0.1 or localhost get a 403. That is the DNS-rebinding guard, not a bug.

I turned on encryption and lost the password

Then the data cannot be recovered. There is no reset and no backdoor. The workspace password is the key. This is why the app asks you to make a Workspace Backup & Restore before switching encryption on, and why it makes you tick a box saying you understand.

Everything is slow with many profiles open

Each profile is a real browser with its own data directory. Parallel runs are capped at 10 for that reason. If the machine is struggling, lower the concurrency rather than the number of profiles.

Still stuck

• A bug in the app is best as a GitHub issue with the version and what you did: it gets a public record.
• Anything else: support@softglaze.com, one business day for a first reply.
• A security flaw goes through the disclosure process rather than a public issue.