Troubleshooting guide
HISE Troubleshooting
Diagnose package installation, owner proof, device state, and native build enforcement.
SoundSync
Start with the symptom
| Symptom | Check next |
|---|---|
| Runtime file not found | Scripts/SoundSync path, correct variant, and main interface include |
| SoundSyncNative.initialize unavailable | Source patch verification, rebuilt HISE executable, and native sources |
| Test Connection passes but plugin locks | Customer entitlement, activation mode, machine limit, and runtime access state |
| Serial owner mismatch | Use the owning customer identity; do not collect another owner's email or bypass proof |
| CUSTOMER_ACCOUNT_EXISTS | Login or reset the existing account rather than claim as a new customer |
| Activation limit reached | Review active devices and deactivate an old device through supported controls |
| Offline state locks | Prior valid state, grace expiry, selected variant, and whether the server already denied access |
| Authoring view works; export does not | Exported native patch/build, relative assets, processor protection, and host-specific release tests |
| Store opens but My Products is unauthenticated | Customer library session/token path, not a developer token |
Send useful, safe support context
Include package variant/version, product ID, HISE version, OS, host/format, the operation, error code, and reproduction steps. Redact credentials, serials, last names, private email addresses, tokens, and customer data from logs and screenshots.
Do not retry ownership errors by silently changing identity. A retry is appropriate for a transient network failure, not permission to ignore a confirmed access rejection.
SoundSync
Activation recovery
The deactivated capture is useful for support docs because it shows the customer-facing route back into activation.
SoundSync
Finish sign-in before activating a device
| Result | Next action |
|---|---|
| 200 twoFactorRequired:true | Keep the plugin locked. Continue /api/auth/login with the returned private twoFactorToken, an authenticator or unused recovery code, the same customer email and role:customer. Omit the password on this continuation. |
| 401 Invalid two-factor code | Retry a current authenticator or unused recovery code within the existing challenge. Do not restart activation or create another account. |
| Expired challenge / two_factor_expired | Choose Start again and enter the password. Native challenges last up to ten minutes and do not survive restarting the plugin. |
| 403 EMAIL_VERIFICATION_REQUIRED | Verify the customer account email through its supported account flow, then sign in again. Account verification and serial ownership verification are separate. |
| Verified login returns token | Pass that account token as customer_token to /api/license/v1/customer-login/activate for the matching product and machine. A challenge token is not this account token. |
| 401 TWO_FACTOR_REQUIRED from direct password activation | Use the two-step account login instead. The direct licensing email/password compatibility branch cannot finish two-factor authentication. |
| Entitlement or device-limit denial | Use the ownership, billing or device-management recovery path. Account sign-in alone does not unlock the product or create offline grace. |
SoundSync