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Troubleshooting FAQ
![](https://secure.gravatar.com/avatar/46f57e7cb80a071e5a1e568cb2830359.png?s=96&d=blank)
Written by Yelena Varabyeva
Updated on May 29th, 2024
Table of contents
Locating logs
Logs are crucial in troubleshooting technical issues. If you encounter any, make sure to send them over to support.
- 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
Redownloading components
- Disconnect the agent
- Go to the mlx folder:
- Windows:
C:\Users\%username%\mlx
- macOS:
/Users/%username%/mlx
- Linux:
/home/%username%/mlx
- Windows:
- Delete the deps folder
- Connect the agent and start any profile: this will trigger the components download process
Launching Mimic on Linux
Make sure you’re launching Mimic profiles under a standard user account, not with the root user. Chromium browsers, including Mimic, do not function properly when executed with root privileges.
Multilogin is stuck on loading screen
If your Multilogin web-interface is stuck on the loading screen or the page keeps refreshing repeatedly, this can be due to your system timezone not being synced properly.
To fix this, follow the steps below.
On Windows
- Disconnect the agent and log out of your Multilogin account
- Go to your Windows settings by clicking "Start" → “Settings”
- Choose the "Time & language" section → “Date & time”
- Enable the "Set time zone automatically" and “Set time automatically” settings, and click “Sync now”
![](https://static.helpjuice.com/helpjuice_production/uploads/upload/image/16296/4107607/1717000667550-Settings%2B2024-05-29%2Bat%2B7.24.18%2BPM%2B_1_.png)
On macOS
- Disconnect the agent and log out of your Multilogin account
- Go to System Settings → “General”
- Choose the “Date & Time” section
- Enable the “Set time and date automatically” and “Set time zone automatically using your current location” settings
![](https://static.helpjuice.com/helpjuice_production/uploads/upload/image/16296/4107208/1716995916194-Screenshot%2B2024-05-29%2Bat%2B18.13.11.png)