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Connecting the agent
Written by Yelena Varabyeva
Updated on November 28th, 2024
Table of contents
Stumbled upon a connection error? If your system matches our requirements, it might just be your antivirus or firewall being a little too cautious. Let's dive into some troubleshooting steps together and get things back on track.
Learn how to connect, disconnect, uninstall the agent and check its version in this article.
Check system requirements
There are some older operational systems that are not supported by Multilogin, such as those previous to macOS Sonoma 14 or Windows 10. It is crucial to consult whether your system meet the minimum requirements as it might hinder the agent application from working.
You can check the minimum hardware and software requirements quickly in this article.
Check 3rd-party apps
The agent has undergone a rigorous certification process and is verified as safe and trustworthy. But you know how it is – sometimes antivirus and firewall software get a bit too jumpy and flag legitimate apps as potential threats. We can assure you that the agent is not malicious in any way, and we are committed to maintaining a safe and secure experience for our users.
Now, to tackle this glitch, try disabling those overprotective apps or whitelisting the agent.
In addition, if you have a VPN or certain proxy applications (Proxifier and SocksEscort), try to disable them too, as they may block Multilogin connections.
Check the ISP
Here's what can happen: your internet service provider might block certain websites, including Multilogin. To rule out this possibility, try connecting to a different Wi-Fi network or use your mobile hotspot. Then repeat the agent connection steps.
Check the browser
If the issue persists, it might be a good idea to connect the agent using a different browser or incognito mode. If the connection works there, update your original browser to the latest version and check if any extensions can interfere with your connection.
Stop related processes
Depending on your operating system, open Task Manager (Windows), Activity Monitor (macOS), or System Monitor (Linux) and terminate both the agent and the launcher processes.
Windows
macOS
Delete the .lock files
Windows
- Go to the mlx folder: C:\Users\%username%\mlx
- Delete all the
.lock
files
macOS
- Go to the mlx folder:
/Users/%username%/mlx
- Delete all the
.lock
files
Check the ports
If the agent can't run, it might be because the expected port is already in use by another process, which could include another instance of the agent.
Additionally, if the default port is unavailable, the agent will try the next available port. That's why it's important to ensure no conflicts exist with the first ports after 45000.
Windows
- Open the Command prompt (press
Win + R
, typecmd
, and pressEnter
) - Run the command
netstat -ano | findstr :45000
- Identify the PID (Process ID) associated with the processes running on port 45000
If this command doesn't return any processes, it means the port is not in use and the issue is caused by something else. Skip to the next step.
- To terminate a process, run the command
taskkill /F /PID {PID of the process}
.
Make sure to replace "{PID of the process}" with the actual PID you got in step 3. Repeat the steps for ports 45001, 45002, etc, if needed.
macOS and Linux
- Open the Terminal
- macOS: Press
Command + Space
, type "Terminal", and press Enter - Linux: Press
Ctrl + Alt + T
- macOS: Press
- Run the command
lsof -i :45000
- Look for the PID (Process ID) associated with the processes you want to terminate.
If this command doesn't return any processes, it means the port is not in use and the issue is caused by something else. Skip to the next step.
- To terminate a process, run the command
kill -9 {PID of the process}
Make sure to replace "{PID of the process}" with the actual PID you obtained in step 3. Repeat the steps for ports 45001, 45002, etc, if needed.
Restart the device
Sometimes, a fresh start works wonders. If the steps above didn't do the trick, try giving your device a quick restart and then go ahead with the agent connection steps again.
Send us logs
If the issue persists, send us your log files, and we will investigate it further for you.
Logs
- Recreate the issue or prompt the error message
- Archive the logs folder located in the following directory:
- Windows:
C:\Users\%username%\mlx
- macOS:
/Users/%username%/mlx
- Linux:
/home/%username%/mlx
- Windows:
- Send the issue description along with the archive to support@multilogin.com