User manual · 12/12
Troubleshooting
Here are the most common problems, by topic, with the exact message you see, why it happens and what to do. One general rule: your data is not lost because of a network, licence or update error; when in doubt, delete nothing and write to us.
Installation and launch
| Problem | Cause | What to do |
|---|---|---|
| "Windows protected your PC" | Windows does not know the program yet. | Click More info → Run anyway. |
| Windows installation hangs or fails | The WebView2 component is missing and the PC is offline. | Connect the PC to the internet and try again, or install "Microsoft Edge WebView2 Runtime" from Microsoft's website. |
| The AppImage does not start on double-click | The file is not executable, or FUSE is missing. | Make it executable (Properties → Permissions) and install libfuse2 (libfuse2t64 on Ubuntu 24.04 and later). Or use the .deb. |
| On Linux the window is completely white | A graphics engine issue with some video cards. | Start it from a terminal with WEBKIT_DISABLE_COMPOSITING_MODE=1 cw-studio (or the AppImage path) and let us know. |
| Flatpak or Snap | Not supported. | Use the AppImage or the .deb. |
| "Your acceptance could not be saved: try again." | The program cannot write to its data folder: disk full or permissions. | Free up space and check you can write to ~/.local/share or %APPDATA%. |
Purchase and activation
| Message | Cause | What to do |
|---|---|---|
| "I can't load the prices from the server. Check your connection and try again." | The PC cannot reach our server (network, firewall, corporate proxy). | Check the connection and press Try again. |
| "I can't reach the server…" | No or unstable network. | Try again once the connection works. |
| "I can't open the browser. Open this address by hand:" | No default browser set. | Copy the address into a browser and pay there: the program keeps waiting meanwhile. |
| "The payment was not completed." | Payment cancelled on the Stripe page. | Press Buy again. |
| "I've waited too long. Try again whenever you like." | No payment confirmation after about 14 minutes. | Press Buy. If you were charged, write to info@ypt.ai. |
| "This payment is no longer valid. Try again." | The payment page expired. | Press Buy again. |
| "This payment belongs to a different computer." | The payment was started from another PC. | Start the purchase from the computer you want to activate. |
| "This payment is no longer active…" | The payment was refunded or disputed. | Check with your bank, then try again. |
| "You have already bought a perpetual license: the second payment will be refunded, write to us." | Double purchase. | Write to info@ypt.ai: we will refund you. |
| "The payment arrived without consent to immediate activation…" | The consent box was not ticked on the payment page. | Write to info@ypt.ai. |
| "Too many attempts. Try again in a few minutes." | Too many requests in a short time. | Wait a few minutes. |
| "The server had a problem. Try again shortly." | A temporary problem on our side. | Try again later; if it persists, write to us. |
Reinstalled the program on the same computer, or deleted the data folder? With a licence already bought you do not pay again: write to us with the PC fingerprint shown at the bottom of the purchase screen.
Licence and transfer
| Message | Cause | What to do |
|---|---|---|
| "Licence expired: you can still read and export your data, but not add new data." | The licence is not valid on this PC. | Open License. If the computer's date and time are wrong (far behind), fix them and restart. Otherwise write to us. |
| "License transferred to another computer…" | You transferred the licence. | Expected: here you can view and export. |
| "Code not recognized. If you just generated it, try again in a minute." | Code mistyped, or only just created. | Check the code and try again after a minute. |
| "You have used all 3 transfers. Write to us to move the license." | Transfer limit reached. | Write to info@ypt.ai. |
| "This computer already has a license from another account." | The new PC is already activated with another licence. | Write to info@ypt.ai. |
| "An internet connection is needed. Check the network and try again." | Transfers need internet on both computers. | Connect and try again. |
| "The transfer did not go through: write to us and we will sort it out." | The transfer stopped halfway. | Do not retry: write to info@ypt.ai. |
| I lost the transfer code | — | On the old computer: License → Recover the transfer code. |
| The old computer no longer works | — | Write to info@ypt.ai with the fingerprint shown on the new computer's purchase screen. |
Updates
| Message | Cause | What to do |
|---|---|---|
| "I can't check for updates. Check your connection and try again." | No connection. | Try again later. |
| "The update did not complete: try again." | The download was interrupted, or the file was not intact. | Try again. Or download the installer from the website and install over the top: your data stays. |
Import, backup and phone data
| Message | Cause | What to do |
|---|---|---|
| "Wrong passphrase." | Not the passphrase used to protect the file. | Type it again, watching capitals and spaces. |
| "Invalid or corrupted file." | The file is damaged, incomplete or not a .cwbackup. Also happens when dragging a .fit onto the window. | Export the file again. .fit files go through Cardio → Import from device. |
| "Unsupported format version." | The backup comes from a newer version. | Update cronowiz Studio. |
| "Error while saving the import." / "Import failed. Please try again." | The program could not save, often because it is read-only. | Check the License page, then try again. |
| "Could not read the selected file." | The file was moved or is not accessible. | Copy it to one of your folders (for example Documents) and try again. |
| "No session found with this code." | Wrong or expired code (5 minutes), or the athlete did not choose to send their data. | Ask for a new code. |
| "The session is asking to receive data: the dashboard can only receive, not send." | The wrong mode was chosen in the app. | In the app the athlete must choose to send their data. |
| "Transfer stalled…" / "Connection lost…" / "Data was corrupted during transfer…" | The network dropped during the transfer. | Try again with a new code, on a steadier connection. |
| "Backup too large (over 50 MB)." | The history is too big for a direct transfer. | Ask for the .cwbackup file instead. |
| "The app version is incompatible with the dashboard." | App and Studio versions are too far apart. | Update the cronowiz app and cronowiz Studio. |
| "No link in time. Regenerate the QR." | The QR was not scanned within 5 minutes. | Press Regenerate. |
| "Invalid FIT file." / "No session found in the file." | Not a FIT file, or it holds no activity. | Export the activity again as the original file. |
| "Unsupported FIT format (compressed timestamp header)." | Some devices use a variant of the format. | Download the original file from Garmin Connect or Strava. |
| An athlete appears twice | "New athlete" was chosen on import for someone already there. | Delete the duplicate (Athlete settings → Delete athlete) and import again choosing Existing athlete. |
| An edited plan went back to how it was | An import replaced the plans with the phone's. | Redo the edit, export the .cwbackup to the athlete, and only then import from the phone again. |
| I can't find the exported file | The program saves files as downloads. | Look in your Downloads folder. |
Members, subscriptions and schedule
| Message | Cause | What to do |
|---|---|---|
| "License not active: the CRM is read-only." | The program is read-only. | See Licence. |
| "Some data is not valid." | A field is out of range: empty title, duration outside 5–1440 minutes, places or entries outside 1–999, PIN not 6 digits, unreadable amount. | Check the form fields. |
| "One of the dates is not valid." | Date mistyped or non-existent. | Fix it or pick it from the calendar. |
| "This tax code already belongs to another member." | The member already exists, possibly archived. | Search with Show archived ticked. |
| "The member is archived: restore them first." | Sale or booking for an archived member. | Open the record and press Restore. |
| "This plan is no longer on sale." | The plan has "On sale" turned off. | Turn it back on in Plans, or pick another. |
| "The dates overlap another subscription of this member." | The new subscription overlaps an existing one. | Use Renew → From expiry, or change the start date. |
| "The subscription has already been renewed." | A renewal already exists. | Work on the renewal. |
| "The subscription has a renewal: cancel the renewal first." | Trying to suspend or cancel a renewed subscription. | Cancel the renewal first. |
| "A suspension is ongoing: resume the subscription before renewing it." | Open suspension. | Press Resume, then renew. |
| "The subscription is not active on that date." | The suspension starts outside the subscription period. | Pick a day when the subscription is active. |
| "It overlaps another suspension." | There is already a suspension in that period. | Resume the open one first. |
| "The repeat rule is not valid." | Weekly repeat with no days, or an end before the start. | Fix Repeat and Ends. |
| "The room is archived: restore it or pick another one." | Archived room, instructor or course picked for a new class. | Restore it or pick another. |
| "Past classes have bookings: edit or delete from today onwards." | The change would touch history. | Open a future class and choose This and following. |
| "The class is already over." / "The class hasn't happened yet." | Booking into a past class, or "No-show" on a future one. | Pick the right class. |
| "Something went wrong." | An unexpected error. | Try again; if it happens again, restart the program and write to us. |
Check-in and tablet
| Message | Cause | What to do |
|---|---|---|
| Red "Subscription not valid" | No active subscription today (expired, suspended, future or pass used up). | Sell or renew the subscription. The pass is recorded anyway. |
| Red "Certificate expired or missing" | The certificate is missing or expired. | Record the new certificate. |
| "Code or PIN not recognised." | QR regenerated, wrong PIN or archived member. | Check the member record; reprint the card if needed. |
| "PIN already used by another member." | Every PIN must be unique. | Choose another. |
| "The server did not start on port 8787: no local network…" | The PC is not on the network. | Connect the PC to Wi-Fi or a cable: the program retries every 30 seconds. |
| "…the port is already used by another program." | Another program uses the same port. | In Settings → Check-ins choose another port and reconnect the tablets. |
| "…the server certificate cannot be read or created." | A certificate problem. | Press Renew the server certificate. |
| "The connection code has expired." (on the tablet: "Pairing code invalid or expired") | More than 10 minutes passed, or the window was closed. | Press Connect a device again. |
| The tablet does not open the page | Tablet on another network, Windows firewall, or address changed. | Put tablet and PC on the same network; on Windows allow Private networks; try the other addresses listed under the QR. |
| "The fingerprints do not match: the tablet has NOT been connected." | The tablet is not talking to the gym PC (wrong network). | Make sure you are on the gym network and try again. |
| Tablet: "Please see the front desk" | Member not in order. | The reason is on the PC's Check-in page. |
| Tablet: "Try again in a minute" | Too many wrong PINs. | Wait a minute. |
| Tablet: "PIN not enabled: use your QR code" | The PIN is turned off in settings. | Use the QR or turn Accept the PIN back on. |
| Tablet: "Studio unreachable for N minutes: tell the front desk" | PC off, program closed, or IP address or port changed. | Open cronowiz Studio on the PC. If the address changed, reconnect the tablet. |
| Tablet: "Device not connected…" | The tablet was disconnected or lost its pairing. | Connect it again with Connect a device. |
| Tablet: "Tablet clock out of sync" | Wrong date and time on the tablet. | Turn on automatic date and time on the tablet. |
| Tablet: "Camera not available: use your PIN." | No camera, or permission denied. | Allow the camera in the tablet browser's settings. |
| Tablet: "The browser does not allow saving the connection data." | The browser is in private mode. | Use a normal window, not incognito. |
| After a restore the tablets show "Reconnect" | — | Connect them again from Settings → Check-ins. |
Analytics and AI reports
| Message | Cause | What to do |
|---|---|---|
| "Baseline: n/7 days" | 7 HRV measurements in 7 days are needed. | Have the athlete measure HRV every morning; meanwhile use the Load method. |
| "Low measurement quality" / "Limited baseline reliability" | Unreliable HRV measurement. | Repeat the measurement at rest, always at the same time. |
| "No load data yet." / "Not enough data to estimate readiness." | No sessions with a computable load. | Import more sessions. |
| Digital Twin: "Not enough data to project" | History too thin. | A few weeks of logged training are needed. |
| Digital Twin: "No recent training" | No sessions in the last 28 days. | Import an up-to-date backup, or build a scenario with the levers. |
| "Virtual PT not configured" | AI not enabled. | Follow Setting up AI and remember to press Save. |
| "Insufficient data for a report." | Fewer than 2 sessions in the window. | Widen the window, for example to 56 or 90 days. |
| "LLM error: Failed to fetch" (or "NetworkError") | Ollama not running or wrong address. | Start Ollama and check with Test connection. If Ollama runs on another computer it must accept network connections (OLLAMA_HOST=0.0.0.0). |
| "LLM error: llm/http-404" | The chosen model is not on the server. | Press Refresh, pick an existing model and Save. |
| "LLM error: llm/http-400" | No model chosen. | Pick the model and press Save. |
| "LLM error: llm/http-500" | Ollama does not have enough memory for the model. | Use a smaller model. |
| "Data updated after this report — consider regenerating it." | New data has arrived. | Press Regenerate. |
Other cases
| Problem | What to do |
|---|---|
| A session map is grey | Maps need internet: connect and reopen the session. |
| The replay will not record ("Recording not supported") | The replay can be watched but not saved as video on this system. |
| "No audio" in a live session | Allow cronowiz Studio to use the microphone in your system settings. |
| I changed the PC's date and time and now the licence fails | Set the correct date and time (automatic is best) and restart the program. |
| The program behaves oddly after a crash | Close it completely and reopen it. If the problem stays, take a backup and write to us before reinstalling. |