Troubleshooting Subscription Check Error

📌 Problem

When attempting to import a project in LP360, users may receive an error indicating that the selected folder did not pass the Subscription Check. It could happen with a TrueView Go or with other TrueView sensor.

You may see an error similar to the one below:

The following selected folder did not pass the 'Subscription Check':
[Project Path]
Detail: You are not signed in to LP360 Online.

This prevents the project or cycle from being imported or processed.

🧠Root Causes

This error occurs when LP360 cannot verify the user’s subscription status with LP360 Online. This can happen for two primary reasons:

1. The user is not signed in to LP360 Online.

2. A firewall or security configuration is blocking communication between LP360 and the LP360 Online servers.

✅ Probable Resolutions

1. Verify that you are signed in to LP360 Online

   1. Open LP360.

   2. In the top-right corner of the LP360 main window, press [ Sign In ]. If sign in is not present, press on you username to open the dialog and sign out, then sign in again, as your token may have expired.

   3. Enter your LP360 Online email and password.

   4. Once signed in, import the Cycle or open the project again. It should now allow processing.

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2. Firewall or Defender Style Programs Interfering

   If LP360 shows you as signed in but the error continues, it is likely a firewall or antivirus restriction blocking LP360 from reaching the online services.

   Please contact your IT department and request they add the required exceptions for LP360.
   

📬 Need Help?

If you're still stuck, please Contact Support for assistance.