Issue


ROLI software cannot be used as the "Oh no!..." failed authentication screen shows despite having a valid license, running ROLI Connect and being connected to the internet. 



Equator2 failed authentication screen

ROLI Studio Player failed authentication screen


Solution

 

The steps below should restore access to all your software via Connect:

 

*Please note - since this issue first appeared, we have since updated the system, so if you found these steps unsuccessful on your first try, please try them again now. 

 

  1. Sign out of ROLI Connect by clicking the three-dot menu and then 'Sign Out'.
    image

  2. Sign in to ROLI Connect again.

  3. You should now be able to relaunch and authorise your software.

 

 

If the above steps do not work, you can manually reset the cache by following these steps. 

 

 

 

Mac:


1. Head to the following location on your Mac computer: 

Users/[your user name]/Library/Application Support/ROLI/ROLI Connect/
Note: This Library folder is hidden - to access it, open Finder, hold the option⌥  button and open the Go menu, then click Library




2. Delete the "API Proxy Cache" folder.

3. Ensure ROLI Connect is running and you have internet connectivity.

4. You should now be able to relaunch and authorise your software.



Windows:

1. Head to the following location on your Windows computer:

C:\Users\[your user name]\AppData\Roaming\ROLI\ROLI Connect\

2. Delete the "API Proxy Cache" folder.


3. Ensure ROLI Connect is running and you have internet connectivity.


4. You should now be able to relaunch and authorise your software.



We apologise for the inconvenience this caused you and appreciate your patience with us while we resolved this issue.