Common Errors & Solutions

Error: "Access Denied" (401)

Cause: Invalid or missing API token.

Fix: Check your token matches the one configured in appsettings.json. Use Authorization: Bearer YOUR_TOKEN header.

Error: "License expired" or "DemoExpired"

Cause: Trial period ended or license expired.

Fix: Purchase a license from the OneSigner Portal and enter the key in the License tab.

Error: "Feature not available in current license"

Cause: Your license plan does not include this feature (e.g., Multi-Tenant on Basic plan).

Fix: Upgrade your license to a plan that includes the required feature.

Error: "Port already in use"

Cause: Another application is using port 9440.

Fix: Change the port in the General tab, or stop the conflicting application: netstat -ano | findstr :9440

Error: "File is locked" during signing

Cause: Another process has the file open.

Fix: Close any applications that have the file open. The folder watcher automatically retries up to 10 times.

Error: "Hardware ID mismatch"

Cause: License was activated on a different machine.

Fix: Each license is bound to one machine. Contact support to transfer your license.

Error: "CRL check failed"

Cause: Cannot reach the license revocation server.

Fix: Ensure outbound HTTPS access to onesign.sg. There is a 7-day grace period for temporary network issues.

Signing Engine Not Processing Files

1. Check the engine is enabled: GET /api/signing/status
2. Verify profiles are enabled
3. Check source folder path is correct
4. Ensure user session is active (for USB token signing)
5. Check the Windows Event Viewer for service errors