# Unable to login Desktop Distill app **URL:** \ **Category:** Help and Support\ **Tags:** desktop-app\ **Created:** [October 25, 2024, 4:42am UTC](https://forums.distill.io/t/unable-to-login-desktop-distill-app/4152 "2024-10-25T04:42:12Z")\ **Posts on this page:** 13\ **Page:** 1
**Author:** ![daisuke\_yamagishi](https://forums.distill.io/letter_avatar_proxy/v4/letter/d/edb3f5/32.png) [@daisuke\_yamagishi](https://forums.distill.io/u/daisuke_yamagishi)\ **Post date:** [October 25, 2024, 4:42am UTC](https://forums.distill.io/t/unable-to-login-desktop-distill-app/4152/1 "2024-10-25T04:42:12Z")
Hello, I’ve installed the Distill desktop app on a Windows Server 2019 running on an Azure VM. After creating a Distill account, I attempted to log in through the desktop app, but I encountered the following error: ーーー Could not fetch client Could not find information for authorizing the app login. Please try again after restarting the app. E\_CLIENT\_NOT\_FOUND Contact us if the problem persists ーーー I’ve already tried reinstalling the app, but the issue persists. ---
**Author:** ![jayakrishnan](https://forums.distill.io/letter_avatar_proxy/v4/letter/j/898d66/32.png) [@jayakrishnan](https://forums.distill.io/u/jayakrishnan)\ **Post date:** [October 25, 2024, 8:11am UTC](https://forums.distill.io/t/unable-to-login-desktop-distill-app/4152/2 "2024-10-25T08:11:36Z")
Hello @daisuke_yamagishi! Welcome to Distill Forums, Thank you for posting your issue here. Wanted to clear some things out first, when signing in from the Desktop app, is a browser opened which navigates you to the `Distill Sign In` page or a page with a message `Successfully logged in to the desktop app`? Can you also confirm that the VM has an active internet connection? Thank you, Jayakrishnan ---
**Author:** ![daisuke\_yamagishi](https://forums.distill.io/letter_avatar_proxy/v4/letter/d/edb3f5/32.png) [@daisuke\_yamagishi](https://forums.distill.io/u/daisuke_yamagishi)\ **Post date:** [October 25, 2024, 8:55am UTC](https://forums.distill.io/t/unable-to-login-desktop-distill-app/4152/3 "2024-10-25T08:55:04Z")
Hello, Jayakrishnan, Thank you for your prompt response. Regarding your questions: When trying to sign in from the desktop app, a browser opens but immediately shows an error message. Neither the sign-in page nor the successful login message page is displayed. As for the VM’s internet connection, it is working properly. I can access general websites and other online services without any issues. Additionally, while the desktop app continues to show the original error message, I occasionally noticed proxy-related errors appearing in red text. Unfortunately, I was unable to capture a screenshot of these error messages. I appreciate your continued support. Thank you. ![Error on App](https://forums.distill.io/uploads/default/original/2X/a/a9cda2bd386ae2c20cc994cf19e46939be415a28.png) ---
**Author:** ![jayakrishnan](https://forums.distill.io/letter_avatar_proxy/v4/letter/j/898d66/32.png) [@jayakrishnan](https://forums.distill.io/u/jayakrishnan)\ **Post date:** [October 25, 2024, 10:03am UTC](https://forums.distill.io/t/unable-to-login-desktop-distill-app/4152/4 "2024-10-25T10:03:34Z")
Hello again @daisuke_yamagishi, Thanks for clearing the previous doubts out of the way. In some cases this issue can happen if the Desktop app was not able to properly pass its client ID to the browser that is opened. Could you check if the login link generated by the app has a proper value for clientId in its URL parameters? The URL will be of the form: `http://accounts.distill.io/service-login?clientType=15&info=Desktop%20App&nonce=xxxxxxxx-xxxx-xxxx-xxxx-xxxxxxxxxxxx&clientId=xxxxxxxx-xxxx-xxxx-xxxx-xxxxxxxxxxxx` Make sure not to share the client ID or nonce values here. Just need to know if they are available in the link. If it is undefined then we can understand where the issue might be happening. You can get the link by clicking the button shown below. The link will be copied to your clipboard which you can paste and assess for the params. ![Screen Shot 2024-10-25 at 3.23.10 PM](https://forums.distill.io/uploads/default/original/2X/f/f2f2646c8b2e1d82a507fbe689f99f7bd56a4d1e.jpeg) Thank you, Jayakrishnan ---
**Author:** ![daisuke\_yamagishi](https://forums.distill.io/letter_avatar_proxy/v4/letter/d/edb3f5/32.png) [@daisuke\_yamagishi](https://forums.distill.io/u/daisuke_yamagishi)\ **Post date:** [October 28, 2024, 5:33am UTC](https://forums.distill.io/t/unable-to-login-desktop-distill-app/4152/5 "2024-10-28T05:33:54Z")
Hello Jayakrishnan, Thank you for your response. I checked the client ID in the URL of the login link generated by the app, and it seems there is no issue with the format. After several attempts, I encountered the following proxy-related error (this error appears intermittently). Could this be related to the current issue? ![Error at Service Proxy](https://forums.distill.io/uploads/default/original/2X/9/9fe0fd69a7cefdca3578b6e79c99af6c1cd6cf80.png) ---
**Author:** ![jayakrishnan](https://forums.distill.io/letter_avatar_proxy/v4/letter/j/898d66/32.png) [@jayakrishnan](https://forums.distill.io/u/jayakrishnan)\ **Post date:** [October 28, 2024, 12:53pm UTC](https://forums.distill.io/t/unable-to-login-desktop-distill-app/4152/6 "2024-10-28T12:53:05Z")
Hello @daisuke_yamagishi, Thanks for confirming that the link is valid. One possible scenario that can cause the error (`E_CLIENT_NOT_FOUND`) is when during the initial startup of the app, it’s client ID could not be registered in Distill’s database. Is there a chance that this network requests could have been blocked, say because of a proxy or some other internet restrictions? You could also confirm if the app is allowed internet access in the Windows firewall settings. Thank you, Jayakrishnan ---
**Author:** ![daisuke\_yamagishi](https://forums.distill.io/letter_avatar_proxy/v4/letter/d/edb3f5/32.png) [@daisuke\_yamagishi](https://forums.distill.io/u/daisuke_yamagishi)\ **Post date:** [October 29, 2024, 8:53am UTC](https://forums.distill.io/t/unable-to-login-desktop-distill-app/4152/7 "2024-10-29T08:53:52Z")
Hello @jayakrishnan, Thank you for the reply. Could you please provide the communication requirements for Distill? Since communication from the internet to the internal network goes through a Reverse Proxy, it might be necessary to allow this communication. ---
**Author:** ![jayakrishnan](https://forums.distill.io/letter_avatar_proxy/v4/letter/j/898d66/32.png) [@jayakrishnan](https://forums.distill.io/u/jayakrishnan)\ **Post date:** [October 29, 2024, 11:35am UTC](https://forums.distill.io/t/unable-to-login-desktop-distill-app/4152/8 "2024-10-29T11:35:19Z")
Hello @daisuke_yamagishi , Sure. Please make sure the Desktop app is able to connect to the internet, more specifically Distill’s domains, i.e. domains of the form `*.distill.io`. Once it is able to, you can re-launch the app and login. Here I am assuming the communication requirements you are requesting are for allowing domains through your proxy. If I have misunderstood your query, please free to let me know what is required. Thank you ---
**Author:** ![daisuke\_yamagishi](https://forums.distill.io/letter_avatar_proxy/v4/letter/d/edb3f5/32.png) [@daisuke\_yamagishi](https://forums.distill.io/u/daisuke_yamagishi)\ **Post date:** [October 30, 2024, 1:02am UTC](https://forums.distill.io/t/unable-to-login-desktop-distill-app/4152/9 "2024-10-30T01:02:13Z")
Hello @jayakrishnan, Thank you for your response. I have confirmed that I can access the [distill.io](http://distill.io) domain from both the browser (Edge) and the terminal (PowerShell). Since it is accessible at the OS level, I believe the Distill desktop app should also be able to access the [distill.io](http://distill.io) domain. However, could you please let me know if there is a way to verify the connection specifically for the desktop app? Additionally, as a hypothesis, it is possible that our firewall might be blocking communication from Distill’s cloud server. If there are any port numbers that need to be allowed for inbound communication from Distill, could you please provide them? ---
**Author:** ![jayakrishnan](https://forums.distill.io/letter_avatar_proxy/v4/letter/j/898d66/32.png) [@jayakrishnan](https://forums.distill.io/u/jayakrishnan)\ **Post date:** [October 30, 2024, 5:59am UTC](https://forums.distill.io/t/unable-to-login-desktop-distill-app/4152/10 "2024-10-30T05:59:09Z")
Hello @daisuke_yamagishi, The Desktop app uses the default internet ports for connectivity (80 for HTTP and 443 for HTTPS) and as you are already able to connect to the internet through Chrome and other apps, this indicates that the VM has these ports configured correctly. Could you confirm that the app is allowed through the firewall in the Windows Firewall settings? You can allow the app by going to the `Allow an app through the firewall` settings in Windows. You can follow [this](https://www.microsoft.com/en-us/microsoft-365-life-hacks/privacy-and-safety/how-do-i-allow-games-and-apps-through-my-firewall) tutorial if required. The .exe files of the app is located in: `C:\\Users\\AppData\Local\distill_web_monitor\` and `C:\\Users\\AppData\Local\distill_web_monitor\app-` For checking the connectivity, you can try to add a monitor without signing in, this should open a browser provided by the Desktop app where you can go to any URL to check. If you are being taken to the sign in page and not able to go to the page mentioned above, please remove the local data folder of the app (default path is `C:\\Users\\AppData\Roaming\Distill Web Monitor`) and then restart the app. This should take you directly to the Watchlist page where you can add a monitor without signing in. Thank You, Jayakrishnan ---
**Author:** ![daisuke\_yamagishi](https://forums.distill.io/letter_avatar_proxy/v4/letter/d/edb3f5/32.png) [@daisuke\_yamagishi](https://forums.distill.io/u/daisuke_yamagishi)\ **Post date:** [November 6, 2024, 3:56am UTC](https://forums.distill.io/t/unable-to-login-desktop-distill-app/4152/11 "2024-11-06T03:56:04Z")
Hello @jayakrishnan I apologize for the delayed response. Thank you for the detailed explanation. We are currently reviewing it and will inform you of any progress. Additionally, I have another question and will contact you in a new thread. ---
**Author:** ![daisuke\_yamagishi](https://forums.distill.io/letter_avatar_proxy/v4/letter/d/edb3f5/32.png) [@daisuke\_yamagishi](https://forums.distill.io/u/daisuke_yamagishi)\ **Post date:** [November 12, 2024, 8:54am UTC](https://forums.distill.io/t/unable-to-login-desktop-distill-app/4152/12 "2024-11-12T08:54:20Z")
Hello @jayakrishnan After changing the VM where the desktop application is installed, I was able to successfully sign in from the application. Compared to the previous VM, the new VM has the following differences: - Not joined to the AD domain. - Assigned a global IP address. \*There are no significant changes to the allowed incoming ports. Do you have any thoughts on these two points? I would greatly appreciate your insights. ---
**Author:** ![jayakrishnan](https://forums.distill.io/letter_avatar_proxy/v4/letter/j/898d66/32.png) [@jayakrishnan](https://forums.distill.io/u/jayakrishnan)\ **Post date:** [November 14, 2024, 3:24pm UTC](https://forums.distill.io/t/unable-to-login-desktop-distill-app/4152/13 "2024-11-14T15:24:10Z")
Hello @daisuke_yamagishi, Thank you for your update. Glad to hear that it’s working now! About the changes mentioned the only important requirement for the app to log in is an active internet connection. This can be blocked mainly by the firewall. The points mentioned in your reply can also affect the internet connection although it is hard to specify the cause. We don’t use any AD based authentication for the login process. As for the point regarding global IP address, it could have lifted some restrictions of the VM which in turn allowed the app to connect to the internet. Thank you, Jayakrishnan