Error: Unable to activate. Please check your internet connection and account credentials or contact for assistance.

Faceware Support -

Error Message:

"Unable to activate. Please check your internet connection and account credentials or contact for assistance."



While attempting to validate the user's Faceware account credentials, there is one of several potential errors.



1.) Make sure you are copying and pasting your credentials exactly as they were given to you.  Including extraneous spaces or omitting characters will cause verification to fail.

2.) Check to see if your firewall is allowing Analyzer to access the internet.  Additionally, if in an office environment, check with your information technology professional to make sure that Analyzer can access the internet through the office's firewall.

3.) Please ensure that the date and time are correct in Windows on your machine. Only the minutes need to be adjusted, the hours can remain appropriate for your specific time zone. If your machine is more than a couple minutes off of our server's time, you will not be able to validate Analyzer. The easiest way to ensure that the time is correct is to sync to internet time in Windows.

4.) Your internet connection may be timing out during the authentication process. 

5.) If these are tried and repeated attempts fail, contact and we'll assist you.


If you've unsuccessfully tried the above and have successfully run Analyzer before (any version 2.0 or above) and your username/password are being rejected or you get an error during parameterization:

Analyzer stores your old credentials in a .config file and sometimes it is necessary to delete the config file to add new credentials.  If you are switching from a trial to a paid subscription, we highly recommend doing this to eliminate any variables when entering your new subscription credentials.


To delete your config file:

1.) In Windows, go to the Start menu and type %localappdata%,  Hit 'Enter.'

2.) Find the folder labeled Image_Metrics,_Inc. and open it.

3.) Select everything inside that folder and delete it.


After this, run Analyzer again.  You should be asked for your subscription credentials.  Enter them as normal and proceed on your merry way.


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