Troubleshooting and support

Contact

Discord: https://discord.gg/xE5aA6FaU

Please attach hideway.log (next to Hideway.exe), or the Copy diagnostics button on the launcher's System page. It never contains license keys or tokens. Do not post your license key anywhere.

Help page

Check your license, free it for a new PC and send a message to support without an account: the Hideway help page. The answer appears on the same page, and in the launcher (Help).

Common problems

"Could not start" with a network message: No internet, a firewall/proxy blocking keyauth.win, or a wrong system clock (it must be within 25 seconds of real time). Fix and press Retry.
"License expired / banned / invalid": The message comes from KeyAuth. Contact the publisher; the program cannot override it.
Windows SmartScreen warns about the program: The executables are not Authenticode code-signed yet (no code-signing certificate has been purchased). Windows SmartScreen may warn on first start. Releases are still cryptographically signed: verify them as described below.
"Integrity check failed" for a DLL: A runtime DLL next to the program was changed or replaced. Re-extract the package and run verify_package.ps1.
An update failed: The previous version is restored automatically. Details: update\updater.log. You can also use CONFIG → UPDATES → Restore previous version, or install the latest package manually.
The program will not start after a power cut during an update: Run HidewayUpdater.exe --recover from the program folder.