Frequently asked questions#

This section answers frequently asked support questions from emails and the Discord forum. It is also used for troubleshooting.

I get an error when logging in#

Kaspersky antivirus#

Anchorpoint is a signed application (on Windows and macOS) that is usually allowed by antivirus software. We have found in the past that applications like Kaspersky often block Anchorpoint from accessing the Internet. Disable Kaspersky software and then try to log in to Anchorpoint.

Incorrect time in the operating system#

Sometimes the login fails if the time in your operating system does not match the global time. Activate the synchronization of the time with the internet.

My web browser tells me that I am logged in but Anchorpoint does not start#

Click on the website permissions and remove the entry: ap:// links Anchorpoint links

I have problems with Git#

We have created an extra page Git troubleshooting for this purpose.

The application does not launch after an update#

In rare cases, the updater may fail to write certain files, rendering the application unusable. The solution is to simply download and reinstall Anchorpoint.

The application shows a white window and does not start (Windows)#

Sometimes there are problems with multiple monitors that the application does not start properly. This is how you can fix the error:

  1. Go to: C:\Users”USERNAME”\AppData\Local\Anchorpoint\app-“LATESTVERSIONNUMBER”\scripts\win

  2. Double click on “clear_window_settings.bat”

The next time you can try to launch the application normally. If the issue is still there, then start it with the procedure mentioned above and disable the frameless window after start.

The application does not work with Team Viewer or similar (Windows)#

This is a frameless window problem. You need to disable the frameless window as described below.

How to disable the frameless window#

  1. Go to the “…” menu in the top right corner

  2. Choose “Account Settings”

  3. Click on “Troubleshooting”

  4. Enable “Disable Frameless Window”

“Syncing Database” does not stop (Windows)#

After startup or login you will see the loading screen with “Syncing Database”, “Please be patient. In rare cases, this can take longer than usual.” If this condition is permanent, you can do the following:

  1. Go to: C:\Users”USERNAME”\AppData\Local\Anchorpoint\app-“LATESTVERSIONNUMBER”\scripts\win

  2. Double click on “clear_settings_and_database.bat”