Troubleshooting
This article lists common problems with installing, signing in and licensing Farino PDF, and how to solve them. Each heading uses the message you see in the app where possible.
The app or installer asks for WebView2
Farino PDF needs Microsoft Edge WebView2 Runtime. The Edge browser alone is not enough.
- Setup installs WebView2 automatically, but this needs an internet connection. If setup says WebView2 Runtime is not installed yet, check your connection and retry.
- On a computer without internet, install the Microsoft Evergreen Standalone WebView2 Runtime for your Windows architecture first, then run setup again.
See Install Farino PDF.
"Cannot connect to farinopdf.com"
The full message is Cannot connect to farinopdf.com. Check your internet connection and try again.
- Check that the computer is online and can open farinopdf.com in a browser.
- If your office uses a proxy or firewall, ask your administrator to allow farinopdf.com.
- Click Refresh in Help › License Key to try again.
Other connection messages:
- The activation service took too long to respond. Please try again. The connection is slow. Wait a moment and retry.
- The activation service is temporarily unavailable. Please try again later. The service has a temporary problem.
If you were signed in before, your saved license keeps working for its offline period. The app tries to reconnect automatically.
Sign-in does not finish
After you click Sign in, complete the request in the secure sign-in window.
- If you close the window after approving, the app says activation completes in a moment. Wait a few seconds.
- If you did not approve, click Cancel sign in in License Key and start again.
- Sign in expired. Please try again. The request timed out. Click Sign in again.
- If farinopdf.com asks you to verify your email address, open the verification email and click its link, then sign in again.
"Online license verification is required"
You see Online license verification is required because the device clock changed or its protected time record is unavailable. This happens when the Windows date or time was changed, for example set back.
- Correct the date and time in Windows.
- Connect to the internet.
- Open Help › License Key and click Refresh.
The trial is refused
The trial dialog shows the reason:
| Message | What to do |
|---|---|
| This computer already used a Farino PDF trial. | Each computer gets one trial. Order a license to continue. |
| This account or email address already used a trial. | Each account and email address gets one trial. |
| Your account already has a license. | Activate your license in License Key instead. |
| Use a permanent email address for the trial. | Disposable email addresses cannot start a trial. |
| Update Farino PDF to use the trial. | Install the latest version from the download page. |
When a trial ends, Farino PDF continues as Free. Your documents still open and print. See Activate your license.
"All device slots are occupied"
Your license is already active on its maximum number of computers.
- Sign in to the customer portal and open My licenses.
- Click Activations list and click Release next to the computer you no longer use.
- In the app, click Activate this device again.
You can also click Manage devices in License Key to deactivate a device. If the portal says Device release limit reached, contact support.
The offline license file does not work
| Message | What to do |
|---|---|
| Sign out before importing an offline license file. | Click Sign out in License Key, then click Import .farlic again. |
| This offline license has expired. | Generate a new .farlic file in the customer portal. |
| This license is invalid, expired, or belongs to another installation. | Check that you entered the Installation ID of this computer, then generate a new file. |
| The computer date is earlier than expected. | Correct the Windows date and time, then import again. |
| Unsupported license file. | Use the .farlic file from the customer portal without editing it. |
An offline file is valid for 12 months. Offline files are not available for trials.
"This update is outside your maintenance entitlement"
The new version was released after your maintenance ended. Your licensed version keeps working. To install the new version, renew maintenance in the customer portal under My licenses › Extend Maintenance. See Account and licensing.
Recover unsaved work
Farino PDF keeps recovery drafts of your open documents while the Draft saved check box in the status bar is selected. Documents larger than 32 MB are not included.
- If the app closed unexpectedly, the next start shows a bar with Restore. Choose a draft version and click Restore to reopen the documents.
- Drafts are stored, encrypted with your Windows account, in
%LOCALAPPDATA%\FarinotechPDF\Recovery. - To change how long drafts are kept, or to delete them, open Help › Settings and expand Local privacy & recovery.
Contact support
If your problem is not listed here, contact us:
- Email: support@farinopdf.com
- WhatsApp: use the link on the contact page.
Include your Farino PDF version and the exact message. For license problems, also include the Installation ID from Help › License Key and any Reference code shown in the message.