If you're unable to activate Capture One on a Windows 10 or 11 machine — or the sign-in window keeps reappearing — the issue is likely related to local network settings or security software. Use the steps below to troubleshoot.
Troubleshooting steps
- Temporarily disable any firewalls (antivirus, malware protection, or third-party firewall apps) during the activation process.
-
Alternatively, configure your firewall to allow Capture One through.
-
Validate HTTPS certificate for our login page:
- Open a browser and go to https://id.captureone.com
- Click the lock icon in the address bar to ensure the connection is secure
Note: You may see a message like “The resource you are looking for has been removed...” — this is expected. You’re only checking for a secure connection.
If the connection is secure, open the certificate dropdown menu. For each level in the certificate chain, set the dropdown to Always Trust:
-
Add Capture One to trusted sites in Windows:
- Open Internet Properties → Security tab
- Click Trusted sites and add
https://id.captureone.com
-
Use Command Prompt to ping our server:
Open Command Prompt and type:ping id.captureone.com
- Try a different internet connection, such as a mobile hotspot. Your router might be blocking the activation request.
- Temporarily disable or uninstall network-related apps, especially those not browser-based (e.g., crypto wallets). Some of these apps can interfere with HTTPS certificate validation.
- If you receive a "Bad Request Invalid Hostname" error, try disabling any browser extensions. Some extensions may alter the host header and block successful activation.
- Check system proxy settings in Windows, even if your browser doesn’t use them directly.