Troubleshooting

The messages of Keyward Desktop and the Keyward Service below are the ones the design names; the programs are not built yet. The messages of this site are real.

Installing

Windows says "Windows protected your PC". The installer is not yet signed with a publisher certificate. Verify the download first; then choose More info and Run anyway.

The installer's SHA-256 is not the one on the downloads page. Do not run the file. Download it again. If it still differs, tell us.

The installer asks for administrator rights. Registering the Keyward Service needs them once. Everything after that runs as your account.

The Service and the vault

"The vault is running without a TPM". The computer has no TPM 2.0, or a virtual machine has no virtual TPM. The Service keeps the vault under Windows' own data protection instead and says so in every log line. Add a virtual TPM, or accept the fallback knowingly.

"This caller is not signed; references only". The program that asked has no Authenticode signature, so the Service will name secrets to it and hand it no value. Allow it explicitly under Policy if you trust it anyway.

"The approval timed out". A reveal waited for Windows Hello longer than its lease and was dropped. Ask again.

"This vault was made on another computer". The vault file was copied from elsewhere; it is encrypted under that computer's TPM key and cannot be opened here. That is by design.

Updates and licenses

"This installation is not activated". Choose Help › License. See Licenses and seats.

"All seats of this license are in use". The message names the computers that hold them. Free one on your account page. Keyward Desktop and the command line on one computer share one seat.

"The release is for another product". The program read the other program's update channel, which should not happen; tell us which version you run. Nothing was installed.

"This installation's entitlement does not include that channel". Your license does not include the channel the program asked for. Tell us which program and version you run.

This site

"That license key is not known". Check the key against the one you were sent: it has five groups of five characters after KW. Capitals and dashes do not matter; O, I and L are read as 0, 1 and 1.

"Too many attempts from this network address". Wait a few minutes. The limits are per network address and are there so that a guessing attempt is slow and visible, not to get in your way.

A page answers 403 after a staff sign-in. Your Exprezoe account is signed in, but the page is for administrators of this site. Ask to be added to the administrators group.

When you tell us

The most useful things, in this order:

1. Which program, and its version (Help › About).
2. The exact words of the message.
3. The reference the site showed you, if it showed one.

Please leave out license keys, passwords, vault contents and anything you would rather not share.