Document ID: M17-CERT-001-D3
Audience: Users, company administrators, and IT support
Last updated: 2026-08-12
Applies to: Jakten Platform 2.0
1. Collect useful evidence
Before contacting [email protected], collect:
| Item | Where to find it |
|---|---|
| Company and affected user | Platform user menu or Administration |
| Suite version | About & Deployment |
| Deployment Health | About & Deployment |
| Connection mode and server address | Connection |
| Project and Estimate Version | Project Overview and product header |
| Exact error | Copy the visible message or capture a screenshot |
| Reproduction steps | The last successful action and the action that failed |
Send only the activation-key prefix. Never email a full activation key, password, database, or customer project file unless support provides an approved secure-transfer method.
2. Platform will not start
| Symptom | What to try |
|---|---|
| Installer does not open | Download again; verify publisher and hash; run once with approved administrator elevation |
| Windows SmartScreen blocks setup | Verify the signed installer before choosing any override |
| Platform closes during startup | Restart once; record the startup step and error; review the latest application log |
| Migration or compatibility failure | Do not delete data or reinstall over it; collect Deployment Health and contact support |
| Disk or permission error | Confirm free disk space and that security software has not quarantined Platform files |
Do not remove the Jakten application-data directory as a troubleshooting step. It may contain the only copy of your local deployment.
3. Cannot connect to an office server
- Confirm the workstation is on the office LAN or approved VPN.
- Open Connection and compare the server address with the administrator's value.
- Run Test connection.
- On the server, confirm the Platform Server service is running.
- Confirm the server firewall allows the documented Platform port from the intended network only.
| Result | Likely next step |
|---|---|
| Name cannot be resolved | Correct DNS/server name or use the approved address |
| Connection refused | Start the service or correct the port |
| Timed out | Check firewall, routing, VPN, and server availability |
| Connected but product health fails | Administrator reviews server Deployment Health and product stores |
See Network and Firewall Requirements.
4. Cannot sign in
| Situation | Recovery |
|---|---|
| Wrong email or password | Re-enter the account created by your administrator |
| Password must change | Complete the change-password screen before continuing |
| User inactive | Administrator reactivates the user under Administration → Users |
| Another administrator is available | They select the user and Reset password |
| Sole administrator is locked out | Use Administrator recovery on the sign-in page and contact support from the billing address |
License recovery access is not a password reset.
5. Licensing or seats block access
| Message or symptom | Administrator action |
|---|---|
| Not activated | Open Administration → Licensing and activate once for the deployment |
| Validation overdue or grace warning | Connect to the internet and select Validate |
| Read-only or blocked after payment | Correct billing, validate, and confirm operational mode returns to Normal |
| Product seat missing | Assign the paid Risk or Estimate seat under Licensing → Seats |
| No seats available | Revoke an unused assignment or increase the subscription quantity |
| Product missing for everyone | Enable it under Administration → Products |
Platform access is derived from paid product entitlement; a separate paid Platform seat is not assigned.
6. Project or product is missing
Check the four independent gates:
- The user is active and signed into the intended deployment.
- The user has project membership under Administration → Project Access or project Members.
- The company product is enabled and assigned to the project.
- The user has the required named-user product seat.
If Risk or Estimate says an Estimate Version is required, return to project Overview, create or select a working version, then reopen the product.
7. Risk problems
| Symptom | First action |
|---|---|
| Run is blocked | Follow the readiness item to Settings, Estimate, Dependencies, Register, or Events |
| Results are stale | Save inputs and run a new full analysis |
| Comparison unavailable | Save authoritative analysis for both compared Estimate Versions |
| Dependency diagnostics fail | Review Packages, Exceptions, Matrix, and Diagnostics; apply dependencies again |
| PDF or CSV export fails | Keep Platform open, retry once, then collect the exact error and version |
Unavailable analytical data is not zero. See the Jakten Risk User Guide.
8. Estimate problems
| Symptom | First action |
|---|---|
| Import cannot commit | Review required mappings, package destination, classifications, units, and validation messages |
| Total or metric unavailable | Open the displayed explanation and supply the missing authoritative input |
| Review or issue is blocked | Resolve the workflow validation item; do not bypass the gate |
| Risk contingency unavailable in Cost Model | Confirm Risk has published the required saved result |
| Comparison unavailable | Confirm both Estimate Versions have the required frozen comparison evidence |
| Publish to Risk is blocked | Complete the preflight requirement shown in Deliver |
Do not edit product databases directly. See the Jakten Assurance User Guide.
9. Updates fail
Platform never downloads or installs an update automatically.
- Open About & Deployment.
- Confirm internet access and current Deployment Health.
- Select Check for updates.
- If an update is offered, close product work and select Download & apply.
- Keep Platform open until the update workflow tells you it is safe to restart.
For an office deployment, coordinate the server and workstation maintenance window with your administrator. See the Suite Updates Guide.
10. Restore or reinstall decisions
Do not restore, move, or replace a live deployment casually. Platform, Estimate, and Risk stores form one coordinated data set. Follow Backup and Recovery and involve support if the current data may be damaged.
A normal suite update does not require reactivation. Hardware replacement, server replacement, or rebuilding from backup may require a licensing recovery step.
Related documentation
| Guide | Purpose |
|---|---|
| Platform User Guide | Navigation and access model |
| Company Administrator Guide | Users, seats, products, and standards |
| Jakten Risk User Guide | Risk-specific recovery |
| Jakten Assurance User Guide | Assurance-specific recovery |
| Suite Updates Guide | Update stages and maintenance |