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Sign-in needed

Code: sign_in_required

What you see​

The sidebar shows a red message, "Sign in to OfficeLabs to continue.", followed by an Open Account button.

Cause​

The sidebar sends your request to the OfficeLabs service using the sign-in stored on this computer. The message appears when:

  • the app has no sign-in at all (you have not signed in on this computer, or you signed out), or
  • the service rejected your sign-in even after the app tried to renew it automatically (for example, the device was removed from your account, or the sign-in expired).

A short loss of internet connection does not sign you out. That case is shown as Offline.

What to do​

  1. Choose Open Account in the message, or open the Account tab in the app's settings.
  2. Choose to sign in. The app shows a short code and opens a confirmation page in your browser.
  3. On that page, sign in if asked and check that the code matches the one in the app. Approve only if it does. See Devices.
  4. Return to the sidebar and send your request again.

If you have no account yet, create one. If the code expires before you approve it, start sign-in again.

When to contact support​

Contact support if you can approve the device on the website but the app still asks you to sign in again, or if the same message returns right after a successful sign-in.

Use the contact page on the OfficeLabs website, and include the time it happened, your Windows or macOS version, the OfficeLabs version, and the files described under logs. Never send your password. See Collecting logs for support for where to find the files.