Troubleshooting Guide

Document ID: M17-CERT-001-D3

Audience: Company administrator or technical liaison

Scope: Common install, activation, and access failures

Last updated: 2026-07-02

Status: Commercial Release 1

1. Before contacting support

Collect the following before opening a ticket at [email protected]:

Item	Where to find it
Company name	Purchase confirmation or onboarding email
Activation key prefix	First segment only, e.g. `JKTN-XXXX` (never send the full key in email)
Platform version	Help → About after launch
Error message	Exact text from the screen or dialog
Log excerpt	Most recent log file in your Jakten Risk application data folder

Symptom	Likely cause	What to try
Download link expired or returns error	Link timed out	Use the latest onboarding email link or request a new download from support
Download fails mid-transfer	Network interruption	Retry on a stable connection
Windows blocks the download	Browser or SmartScreen policy	Confirm installer hash with Jakten support before overriding SmartScreen

Symptom	Likely cause	What to try
Setup wizard does not start	Corrupt download or blocked executable	Re-download installer; run as administrator once
SmartScreen "Unknown publisher"	New or unrecognized signing certificate	Confirm signature and hash with Jakten support
No Start Menu entry after install	Partial install	Repair or reinstall
Application fails on launch	Blocked path or antivirus	Check application logs; confirm antivirus is not quarantining Platform

Symptom	Likely cause	What to try
Setup screen does not appear	Existing data from prior install	Contact support before removing application data
Password rejected	Policy minimum not met	Use the minimum length shown on screen
Sign-in fails after setup	Wrong email or password	Use the administrator email entered during setup

Symptom	Likely cause	What to try
Invalid activation key	Typo or wrong key	Copy key from onboarding email exactly
Activation network error	Firewall blocking HTTPS	Allow outbound HTTPS to licensing.jakten.net during activation
Risk unavailable after activation	Product not enabled or no seat	Enable Risk under Administration → Products; assign seats
Grace period warning	Validation overdue	Connect to internet and run Administration → Licensing → Validate

Activation requires internet once. Daily Risk work does not require internet after activation succeeds.

Symptom	Likely cause	What to try
Cannot open a project	User not assigned to project	Administrator adds user to project
Risk tab missing	Product not assigned to project	Assign Jakten Risk to the project
No seats available	Seat limit reached	Revoke unused seat or purchase additional seats

Symptom	Likely cause	What to try
Coworker cannot connect to server	Wrong URL, firewall, or server stopped	Verify server URL and port; see Network and Firewall Requirements
Test connection fails on Welcome screen	Server unreachable	Confirm Platform Server service is running; check firewall allows workstation access
Activation on workstation by mistake	Wrong install order	Activate on server only — contact support if key was used on wrong machine
Local setup instead of sign-in	Wrong connection mode	Settings → Connection Settings → connect to office server URL

Guide	Purpose
Single-User Quick Start	Profile 1 — one PC
Office Deployment Guide	Profile 2 — server + workstations
Choose Your Deployment	Decision tree
Company Administrator Guide	Users, seats, licensing
End-User Guide	Coworker workstation steps
Jakten Risk Launch Guide	Opening and working in Risk