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Troubleshooting
Installing and starting
Windows Defender blocks the app
The build is unsigned, so Defender may flag it as a false positive — which can stop it starting or reaching the license server.
- Open Windows Security → Virus & threat protection → Protection history.
- Find the OrbitAIO entry and choose Allow on device.
- Or add an exclusion: Virus & threat protection → Manage settings → Exclusions → Add an exclusion, and select the OrbitAIO folder.
If Defender already deleted the file, re-download it after adding the exclusion.
macOS won't open the app
Expected on first launch — the build is unsigned. Follow the one-time steps in Install & First Run. On Sequoia and later the Open Anyway button in System Settings disappears about an hour after the blocked launch attempt, so do it right away.
macOS: the window never appears
Look for a keychain permission prompt hiding behind other windows. OrbitAIO stores its encryption key in the keychain, and on the very first launch — or after an update changes the app's signature — macOS asks for permission. Until you answer, the app waits. Answer the prompt and it starts normally.
macOS: "OrbitAIO quit unexpectedly" right after launching
Update to the latest version first — this was a bug in older builds. If it still happens, see Crashes and diagnostic logs below and send us the crash log.
"Another instance is already running"
Only one copy can run at a time, and that includes the old Energyzed-IO app. The dialog names which one to close.
Visual glitches or a blank screen
Turn off Hardware Acceleration in Settings → Performance and restart. On a VPS or over Remote Desktop, also enable Reduce Visual Effects (Server/RDP).
"Connection to the background service lost"
A banner at the top of the window means the app's background service stopped and is being restarted. While it shows, what you see on screen is out of date and buttons will not take effect.
It normally clears itself within seconds. Afterwards a second banner appears:
The background service was restarted. Running tasks were not resumed — please start them again by hand.
That is the important part: a restart does not put your tasks back. Start them again yourself. If the app closes with a message about the background service instead, send the diagnostic log below to support.
Crashes and diagnostic logs
The app crashes or the window stays blank
If the window goes blank (frame still there, nothing inside), the app reloads itself and you likely won't notice. Only if that fails repeatedly does a dialog appear telling you it gave up. Running tasks are not resumed after a crash — check the Tasks view once the app is back.
Getting a crash log for support
Every crash — the one above, or the app failing to start — is written to a log file in the folder the Open Log Folder button opens (Settings → General → Data). Send that file when you contact support; it is the fastest way to a fix.
A task log says lines were dropped
A line like "N earlier lines were dropped" means the app could not write the log file for a while — a full disk, or the log folder having been removed or made read-only while the app ran. It keeps the most recent lines and says how many it had to discard, rather than growing until it runs out of memory. Check free space on the drive holding your data folder.
License
"License server unreachable"
Usually antivirus blocking the app's network access — see the Defender section above. Otherwise check that you are on the latest version.
Moving to a new PC
Your license is hardware-bound. Log in at dashboard.energyzed.de with Discord, click Reset HWID, then activate normally on the new machine.
Data shows as "locked"
Your profiles and accounts are encrypted with a key held by Windows or macOS. If that key is gone, the data cannot be decrypted and is marked locked rather than shown as garbage.
Two things cause it:
- A fresh Windows install, or a deleted key store. Swapping hardware on an existing Windows install does not cause this.
- Data that was already damaged before the stable-key change in an older version. Those entries cannot be recovered.
Restoring from a backup
OrbitAIO writes a backup on every start and keeps the last 7:
| Platform | Path |
|---|---|
| Windows | %APPDATA%\OrbitAIO\backups\ |
| macOS | ~/Library/Application Support/OrbitAIO/backups/ |
Copy database.db from a backup — or from the old machine — into the app's main data folder (one level up from backups).
Before reinstalling your OS
Copy database.db and settings.json out of the data folder first. That is everything you need to restore without loss.
If no backup exists, delete the locked entries and re-enter them.
Tasks
"No profile selected"
Edit the task and assign a profile group.
Mueller: "Missing store: set Store ID in the profile"
The profile assigned to the task has no Mueller Store ID. Open the profile, go to Other settings, and fill in the numeric store code (e.g. 3204) — see the Mueller guide. This is intentional: OrbitAIO no longer picks a default store for you.
Tasks keep restarting in a loop
Normal. When a step fails the task rebuilds its session and moves to the next proxy. Open the live log (list icon on the task row) to see the actual reason.
Everything shows blocked
Your proxies are burnt. Switch provider or add fresh residential IPs — see Proxies.
A task sits at "Waiting for restock" forever
Check the product input and the country setting before assuming the shop is out of stock. On Tonies especially, a mistyped SKU looks exactly like out-of-stock — the task waits instead of erroring. Each market also has its own catalogue, so a German product number does not exist in the UK shop.
A task never fires even though the product dropped
If the group has a monitor, the task waits for the monitor's signal rather than checking itself. Confirm the monitor is actually polling and watching the same product. For Mueller, remove the monitor entirely — here is why.
Proxies
Ping test is all red
Check the format (ip:port or ip:port:user:pass), verify the credentials, and confirm the proxies are still active with your provider. A whole pool failing at once is usually the provider's authentication being down, not your setup.
Everything is slow during a drop
For Lidl in Germany, too few IPs across too many tasks causes throttling. Add more residential IPs and give the solver its own group under Settings → Captcha → Lidl → Solve proxy group. The status bar's Lidl counter stuck at 0 is the signal for this.
Captcha
BabyOne: "Stopped: the captcha service refused the API key (…)"
The captcha service rejected the key — it is invalid, or its balance is used up. The task stops on the first attempt because running again cannot change that. Check the key and its balance under Settings → Captcha.
Coolblue: "Login failed (rate-limit protection)"
Two different things produce this message, and only one of them is about the login. Coolblue answers a logged-out session and a logged-in one without a saved delivery address the same way, so the task cannot tell them apart.
Check in this order: does the account have an address saved in its Coolblue address book? Accounts created by the built-in generator already have one. For an account you added yourself, switch on Use profile address on the task — OrbitAIO then writes the profile's address into the account before it orders. Only if the address is there and the message persists are the credentials the problem.
Coolblue: "the shop rejected: …"
That text after the colon is Coolblue's own wording, quoted from its error banner. The most common one is "Es wurde keine gültige Telefonnummer eingegeben." — the shop's field takes only digits and + ( ) -. OrbitAIO already strips spaces and other characters before sending, so if this still appears the number is too short (it needs at least 7 digits) or missing entirely.
Coolblue: "Product page unreadable, retrying..."
The article's page could not be loaded, or it no longer offers an add-to-cart. A removed or unorderable article produces this rather than a wrong "out of stock" — check the product URL in a browser.
Smyths Toys: "Hyper Solutions key required"
Smyths does not start without the Hyper Solutions API key under Settings → Captcha. It is the only store that needs that key, it has no free fallback, and there is nothing to switch — so the task stops before it even builds a session, rather than retrying. Enter the key and start the task again. The wallet icon next to the field shows your remaining balance.
Thalia, Osiander or Duo Shop stops at the guest step
Check Settings → Captcha → Cloudflare. On Built-in no key is needed. On CapSolver the task needs the Capsolver API key in the same section — without it it stops instead of retrying forever, because only the option you picked is ever tried.
Tonies sits idle during a big release
Same key. High-demand releases need it; without it a task can wait quietly through a drop it could otherwise have bought.
Lidl solving is slow
Leave Friendly Captcha on Native / Inhouse. If it is already on Native, the problem is IP throttling — see Proxies above.
Payment
Baby Markt or Baby Walz: "Paying with … instead"
Not an error. Your first payment choice wasn't being offered for that order, so the task used the next method on your list — nothing had been ordered yet when it did. It only ever picks a method you listed. A task set to a single Klarna variant falls back to PayPal.
BabyOne: "Waiting for Klarna (Pay Later) approval — link sent"
The order is placed and waits for you: open the approval link in your 3DS Webhook (Settings → Discord; falls back to the checkout webhook) and approve at Klarna. The task watches for 15 minutes and finishes with "Success: Checkout!" once you have approved. After that it stops with "Awaiting payment approval — link sent" — the link still works for a while.
Baby Markt or Baby Walz: "Awaiting payment approval - check your account"
PayPal and Klarna orders on these shops are approved at the payment provider, not by the task itself. Check your 3DS Webhook (Settings → Discord), which falls back to the checkout webhook, for the approval link or instructions. If nothing arrives, the shop didn't hand back a link the app could forward — check your account on the shop directly.
Lidl: I have an order but no payment link
PayPal, iDEAL and Google Pay orders are placed first and paid afterwards, and the link is delivered only in the task log and the Discord webhook. Check the task log. Set up a webhook so it can't be missed next time.
Tonies: "Profile limit reached"
The shop caps how many of an item one customer may buy, and this profile has used its allowance up. It is counted per customer, not per order — lowering the quantity does not help, and neither does letting the task run again. Use a different profile. The task stops instead of retrying, because running it again cannot change the answer.
Tonies: "Adyen decline", "Adyen ban" or "Adyen: bad card data"
These name what the payment provider actually answered, and each one asks for something different:
| Status | What it means | What to do |
|---|---|---|
| Adyen decline | Your bank declined this one charge. The card is not flagged | Can be worth another run later. Check funds and any card limits |
| Adyen: bad card data | The card details themselves were rejected | Fix number, expiry, CVV and the billing address on that profile |
| Adyen ban | The provider is refusing this card outright | Retrying will not change it and repeated attempts make it worse. Use a different card or profile |
The profile name is in the status so you can tell which of many tasks to change. The provider's own wording is in the task log and the webhook.
Tonies: the checkout stopped at a bank confirmation
Your card requires confirmation in your banking app. OrbitAIO opens the window and waits up to 5 minutes, and pings your 3DS webhook first. If nobody confirms, the task ends — it does not retry. A card that does this cannot run unattended; test yours before a drop.
Otto: "Order unclear - check account manually!"
Rare: Otto's answer to the order could not be read, so an order may exist. The task deliberately stops and will not retry — a retry could double-order. Check your Otto account (order history) before starting anything again.
Thalia: no confirmation email
Known and unexplained — an order can be placed and numbered with no email arriving. Do not treat it as a failure. Verify with the order number from the task log, or check the order history.
Otto
"Login rejected - check e-mail, password and PLZ"
Otto refused the sign-in three times. Otto checks three things at sign-in — e-mail, password, and where it asks, the postal code stored on the account (it comes from your profile). Check all three in the Accounts/Profiles tabs, and confirm the account can be logged into manually on otto.de: a security prompt or a changed password on the account produces exactly this.
"Login blocked - profile needs a postal code (PLZ)"
Otto asked the address question at sign-in and the assigned profile has no postal code. Fill it in the Profiles tab. If the sign-in still fails afterwards, the profile's PLZ is not the one stored on the Otto account.
"Login works only without proxy - disable proxy for this group"
The sign-in itself worked, on your own connection, but the stored session was not accepted from the proxy exit. Run the group without a proxy or contact support.
A browser window opened at login
Expected: Otto accepts account sign-in only from an internet connection it trusts — your own — so the sign-in runs through a brief browser window on your machine, filled automatically. It should appear only on the first sign-in or after Otto ended the session (manual sign-out, password change). Later runs resume silently.
"No delivery address on the account - add one and restart"
OrbitAIO never enters an address for Otto — it uses the account's default. Add one on otto.de and restart the task.
Otto refuses the product page
Your exit IP is burnt or is a datacenter range. Otto needs clean residential proxies for the checkout path; the monitor works from a home connection.
Still stuck?
Open the task's live log (list icon on the task row). Every module logs its progress step by step, and the status text plus the last few log lines usually name the actual problem.