Keep getting logged out

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1

For some reason D5 is logging me out 4 or 5 times a day, is there any reason for this, it will happen randomly.

2

Hi @henry1

Automatic logouts usually occur when the account is accessed from another device, when the account is shared or used across multiple devices at the same time, or when the internet connection is unstable. D5 needs a consistent network connection to verify your license, so any interruption may result in being logged out.

Please use a stable network, ensure you’re logged in on only one device, whitelist D5 in firewall/antivirus, and avoid using VPN unless needed. Thanks :blush:

3

Hello, sadly I tick none of those boxes which is why it’s really confusing! I have one licence, on one machine, in my home office. Let me know if there is anything I can do.

Thanks

4

Hi @henry1

May I ask if the issue still persists?

Also, if you happen to have two devices logged in with the same license, please make sure not to use them simultaneously — use one device at a time.

5

Hello, Yes still having this issue, and no we only have one licence on one computer. Let me know if you want me to send you anything?

6

Hi @henry1

Yes, please collect your log files using the Support Tool. Thank you How to use Support Tool? | User Manual

7

Hello,

Just wondering if you’ve got anything else for me to try. It’s still logging me out. I’ve been logged out about 8 times today whilst working on a project.

8

Hi @henry1 Do you get logged out immediately after logging in, or does it take a while before logging you out?

Please go to:%localappdata%\d5_launcher\and delete the cid.dat file in this path.

Exit the launcher from the system tray in the bottom right corner of your desktop and then restart the launcher.

If the issue persists,

Please follow the steps below to generate a new cid.dat file that matches the registry value:

  1. Check the registry value
  • Open Registry Editor and navigate to:
    HKEY_CURRENT_USER\Software\D5 Render\Render
  • Locate the cid entry and copy its value.
  1. Create a new cid.dat file
  • Go to:
    %localappdata%\d5_launcher\
  • Right-click and create a new text document named cid.dat
  • Open it and paste the cid value you copied from the registry.

After that, make sure to fully close the D5 Launcher by right-clicking the launcher icon in the bottom-right system tray and selecting Exit.

Once it’s completely closed, restart the launcher, and you should be able to log in normally.

9

I get logged out at random times, sometimes when clicking on an asset in the library, and sometimes just seems out of nowhere. I will follow all these steps now and see what happens. Thanks