Troubleshooting
| Symptom | Cause & fix |
|---|
| "This license is already active on another device." | One device per key — unregister the other device first (or email help@caident.co). |
| "This license has expired." / "Your license has expired." | Renew to continue. |
| "License key was not found in our database." | Check the 32-character key; if it should work, email help@caident.co. |
| "You have been unregistered" on the sign-in screen | This device's registration was released (by you or support) — register or sign in again. |
| Access required screen | Your organization lacks a CaidentCalc seat, or its device limit is full — switch organizations, ask the owner, or free a device on the web app. |
| The license-key option disappeared from sign-in | Expected: once a device signs in by email, the key flow is retired on it. |
| Accept is greyed out on the Terms window | Scroll to the bottom first. |
| Symptom | Cause & fix |
|---|
| "There are errors in the input data" | Click the error bar (or Ctrl+G) — it jumps to each problem cell in priority order. |
| "… is not a valid format for this cell." | See the accepted formats table in chapter 6 (13'6", 5-3, decimal feet…). |
| "The solver could not find a valid solution for calculation area X." | The described network can't converge — review pipe sizes, supply, and demands. |
| "… requires an invalid pump pressure…" | The pump forces negative node pressures somewhere — review its rating and placement. |
| "Error code: SRV-XXXXXX" | Server-side processing fault — retry; reach out to Caident support if it persists. |
| Kicked to sign-in mid-work | Session/license became invalid (signed in elsewhere, expiry) — sign back in; your unsaved work stays open behind the prompt only if you weren't fully signed out, so save often. |
| "Results are out of sync with the input data" | You edited after solving — click the banner to re-run. |
| Symptom | Cause & fix |
|---|
| "The PDF file is currently open in another program." | Close it in the viewer, export again. |
| Multiple PDFs appeared instead of one | Default is one per calculation area — flip the Settings toggle for a single combined PDF. |
A pipe shows as CP1 in the report | A custom/imported pipe with a long name — the fitting-table header carries the legend. |
| Cover-sheet notes cut off | The Notes field prints only the lines the cover fits — the counter under the field shows the cap. |
| Symptom | Cause & fix |
|---|
| ""Caident Fittings" cannot be edited." | By design — create a New table based on it and edit that. |
| "Please choose a .cpipe or .pip pipe-table file." | Import accepts only those two formats. |
| "No importable calculation was found in this file." | The PDF isn't a supported HASS/AutoSPRINK/HydraCAD report (or it's a scan — the importer reads text, not images). |
| Imported friction numbers differ from the source | If the source used Darcy-Weisbach, exact reproduction is impossible under Hazen-Williams — the import notes flag this; set C values deliberately and re-solve. |
| "Invalid C Value." in the editor | C must be between 40 and 200. |
| Symptom | Cause & fix |
|---|
| F5 / Ctrl+R do nothing | Deliberate — a reload would discard the open project. |
| App restarts itself right after launch | The silent auto-updater installed a new version. Normal. |
| "Current project not saved, please save your work first" | Open File Location needs a saved file to point at. |
| Caident Design says "Failed to send — is CaidentCalc running?" | Start CaidentCalc (and be signed in), then re-send. |
Help → Version shows the exact build — include it when writing to help@caident.co.