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Troubleshooting

Find the message you see. On the Studio's License screen, the code in capitals follows the message. Each entry says what it means and what to do.

Node.js was not found

The installer bundles Node.js 24 LTS, and the Studio runs its engine on that copy. This message means the copy is missing from the install folder: run the installer again, then open the Studio.

The key is not valid · INVALID_KEY

The license server does not know the key: it was mistyped, cut short while copying, or regenerated. A regenerated key replaces the old one at once.

Copy the key again, in one piece. If you no longer have it, regenerate it in your account, under License & machines (how). If the Studio says it is not a license key at all, nothing was sent: a key starts with nxs_live_ and is 61 characters long.

Every machine of the plan is in use · SEAT_LIMIT

Every machine your plan covers is already active: 1 on the trial, 1 on Individual, 3 on Team, 10 on Business. After a move to a plan with fewer machines, the machines activated last get this message when they try to renew.

In your account, under License & machines, deactivate a machine you no longer use, then activate here, or move to a plan with more machines under Plan & billing. Reinstalling the Studio on the same machine never needs this (plans and machines).

This machine already had a trial · TRIAL_USED

A machine gets one trial, and this one ran a trial under another account. Starting a trial in your account can also be refused because the account already had one.

Choose a plan in your account, under Plan & billing. Once it is paid, activate this machine again with the same key.

The license is not paid up · LICENSE_EXPIRED or LICENSE_UNPAID

The trial ended, a canceled subscription reached its end, or a renewal is still unpaid 7 days after its period ended. The Studio turns read-only when the confirmation it holds runs out, if it has not already.

In your account, under Plan & billing, subscribe or update the payment method. Then choose Renew now on the License screen.

License revoked · LICENSE_REVOKED

The license was revoked: after a refund under the yearly money-back guarantee, a payment dispute, or a breach of the Acceptable Use Policy. A new payment does not bring it back. Each machine keeps working until its current confirmation runs out, 11 days at most, then turns read-only.

If you think it is a mistake, write to [email protected] from the email of your account.

The clock is behind

The License screen says this machine's clock is more than an hour behind a time it already saw, or a check was refused because the server's time is more than an hour ahead of this clock. The Studio does not trust a license it cannot place in time, so it stays read-only until the clock is right.

  1. In Windows Settings, open Time & language, then Date & time. Turn on Set time automatically and choose Sync now.
  2. On the License screen, choose Renew now.

A successful check takes the server's time as the new reference, so a clock that once ran ahead works again too.

The license server cannot be reached

The check got no answer within 5 seconds, or got a page that is not the license server's, such as a captive portal or a proxy's sign-in page. Nothing changes while it fails: the machine keeps the confirmation it holds until it runs out (the license check).

  • Check the connection, then choose Renew now on the License screen.
  • Behind a proxy, set the HTTPS_PROXY environment variable, and NO_PROXY if you use one, for your Windows user, then restart the Studio. The license check reads them when the machine runs Node.js 24.5 or newer.
  • If the proxy inspects encrypted traffic with your company's own certificate authority, set NODE_EXTRA_CA_CERTS to that certificate, saved as a PEM file.
  • To allow the license server in a firewall, its address is on the License screen, under What leaves this machine.

The first workspace setup also downloads packages and browsers once, and needs the same access.

Each link in a sign-in email works once, for 15 minutes.

  • Ask for a new link on the sign-in page. One address can hold 3 unused links at a time; past that, no new email goes out until one is used or expires.
  • No email at all? Check the spam folder and the spelling of the address. For privacy, the page answers the same way whether or not an account exists.
  • A company mail filter that opens links to scan them can use a link up before you do. If your work email is a Google account, Continue with Google signs you in to the same account without a link.