Troubleshooting

This section contains a list of error messages you may encounter when running PFTrack, along with further information to help you resolve the problem.

The PFHostID for this computer is invalid

The PFHostID is a security key that is used to uniquely identify your computer hardware. When you authorise a computer to run PFTrack, the PFHostID is used to generate a license for that computer.

If you see this error message, it means that PFTrack is unable to identify your computer hardware. This may be because it is running on a virtual machine or similar container, and these are not supported for use with the subscription version of PFTrack.

Solution: Install PFTrack on a computer with a standard physical network interface controller such as an Ethernet interface, or contact The Pixel Farm directly for further information about Enterprise licensing.

This computer is no longer authorized to run PFTrack

This message indicates that the authorization credentials that were previously used to run PFTrack are no longer valid. This could be because the computer where you are running PFTrack is no longer authorised for use, or because the PFHostID for your computer has changed since it was last authorised.

The PFHostID is a security key that is used to uniquely identify your computer hardware. When you authorise a computer to run PFTrack, the PFHostID is used to generate a license for that computer. If your computer network configuration is changed significantly, this may cause the PFHostID to change.

Solution: Log in to https://pftrack.thepixelfarm.co.uk and de-authorise your computer. Then, authorise it again and your credentials will be updated automatically.

If this continues to happen, ensure you have configured your computer with a standard physical network interface controller such as an Ethernet interface.

There is a problem with your subscription

If you encounter either of these messages when launching PFTrack it means Stripe (the third-party service used to manage your payment plan) was unable to process your last payment. If this happens, access to PFTrack will be temporarily suspended until the payment issue is resolved.

Solution: Log in to https://pftrack.thepixelfarm.co.uk and click the Manage button next to your subscription. This will take you to the Stripe customer portal page where you can update your billing details and complete your subscription payment.

If you are having any trouble with your credit or debit card, please contact your financial provider for further assistance.