Connection and sign-in

What to do when the app cannot reach the console or the server, your password is not accepted, or setting up a project gets stuck.

This page covers the times the PVersion app cannot connect, cannot sign in, or cannot set up a project on this computer. The app says what happened in the status line at the bottom of the window. When the line is red, click Ask about this next to it: the Help window opens the matching fix and often shows a button that does the job in one click. The buttons named below are the buttons in that window.

No approval when connecting to the console

Why it happens: The app connects to the console with an approval in your browser, not with a password. If the approval does not arrive in time, the status line says No approval received; try again.

1. Click Connect in the app. The console opens in your browser and the app shows a code.
2. If you are not signed in to the console, sign in first; check that the code on the page matches the one in the app and approve it.
3. If nothing arrived, click Connect again.

If you are connected but the app says You have no projects yet; waiting for an invitation from the console., you have not been added to a project yet. Ask your studio admin for an invitation (Inviting the team).

The server cannot be reached

Why it happens: This computer cannot reach the server. The usual reasons: no internet, a VPN or firewall cutting the connection, or server maintenance. The status line says something like Could not reach the console: ….

1. Check your internet connection; see whether the console (console.pversion.com) opens in your browser.
2. On a company network, turn the VPN off and on and try again.
3. If the console opens but the project's server does not look like it is running, tell your studio admin. Open console opens the console directly.

Session expired or password not accepted

Why it happens: Your session on the server has expired (normally every few weeks), or the password was mistyped. The password here is your PVersion client password, the one you set on the console's Connect page; it is not your console sign-in password.

The top of the window shows Your session expired; enter your PVersion password once:; a wrong password makes the status line say Password not accepted: ….

1. Type your PVersion client password into the box at the top and click Sign in. The Sign in again button opens the same box.
2. If you have forgotten it, set a new one as in the next section, then type it here.

I forgot my password or want to change it

Why it happens: You set your PVersion client password yourself in the console; nobody else can see it. Your console sign-in password is separate and does not change.

1. Use Open console to go to the console's Connect page and set a new password under Set your PVersion client password.
2. In the app, type the new password and click Sign in.

Warning that the server's identity has changed

Why it happens: Your computer knows the server by its old identity; this happens when the server's security certificate is renewed. Nobody is in between, the record on your computer is simply old. The status line may say The server's identity could not be verified; click Set up and try again.

1. Click Renew server identity. The app takes the server's current identity from the console, saves it and says Server identity renewed.
2. Try again what you were doing. If it still fails, click Set up in the toolbar; setup writes the identity again too.

Setup needed: the tools are missing on this computer

Why it happens: The tools that connect the project to the server were never installed on this computer, or were removed. The status line starts with "Setup needed".

1. Click Repair installation; the project setup screen opens.
2. Click Set up and download project. The tools install quietly and Windows asks for administrator approval once. Set up in the toolbar does the same.

Administrator approval was not given

Why it happens: Installing the tools stopped at Windows' administrator approval: the window was closed or No was clicked. The status line says Setup got stuck: administrator approval was not given; nothing was installed.

1. Click Repair installation, then Set up and download project, and click Yes when Windows asks.
2. If your computer is managed by company IT and you cannot approve, ask IT to run the PVersion-Setup.exe installer.

This computer's workspace was not found

Why it happens: The workspace for this computer is not known on the server: the project is being set up here for the first time, or the record was deleted.

1. Click Repair installation.
2. Click Set up and download project. The workspace is created again and missing files are downloaded; the files already on your computer are not deleted.

The project folder was moved

Why it happens: The project folder is not the folder the server knows for this computer: you moved it, or you are on another computer. The app does not touch the files in this case and says This computer needs setting up: choose the project folder and press Set up.

1. On the setup screen, type the folder where the files are now into the Project folder box.
2. Click Set up and download project. Files missing from that folder are downloaded again.

Working on another computer

Why it happens: Each computer has its own workspace and the project is downloaded to it separately. Work you have not submitted does not move from one computer to another by itself. A Mac also works in its own workspace, separate from your Windows computer.

1. First submit the work on this computer with Submit to server. If it is not finished, shelve it instead (next section).
2. On the other computer, download and install the app from the console's Connect page (Installing the app).
3. In the app, click Connect and approve in the browser, then Set up and download project.

Keeping unfinished work and continuing on another computer

Why it happens: Shelving keeps unfinished work on the server without submitting it: the team does not see it, but nothing is lost if your computer fails and you can pick it up on another computer. The app also shelves unsubmitted work by itself every hour (Settings → General).

1. Shelve the work with Shelve in the toolbar.
2. On the other computer, open the same project; in My changes, on the row for your shelf on another computer, click Bring to this computer.

More: Shelving.

User limit reached

Why it happens: The number of users on the server has reached your plan's limit, so no new account can be opened.

1. Tell your studio admin: users can be added, or an unused account closed, on the console's Subscription page (Plans and payment).
2. If something is stuck, click Open a support case.

Still not solved

Click Help → Open a support case. The case includes the app's version, the selected project, the folder, the status line, the last error and the recent activity by itself, so you do not need to type them. The answer comes to your email and to the Support page in the console. More: Support and the assistant.