# Error messages and solutions

> Common Ironchip authentication and license errors, what they mean and how to fix them, including the iOS device name, login errors and automatic date and time.

URL: https://docs.ironchip.com/en/identidad/referencia/errores/

Common errors during the installation and configuration of Ironchip, with their meaning and solution. If an error persists, contact Ironchip support.

## Error messages

### User not authenticated in the service

```text
User XXX is not authenticated in service XXX. Please try again.
```

The user is not authenticated, or the authentication process was not valid. Retry the authentication on the same page.

### Authentication protocol not compatible

```text
Authentication protocol used is not compatible. Contact IronChip support providing error printed in Event Viewer.
```

If this error appears during user authentication, the service provider is misconfigured and is not sending the service in the authentication request. Contact Ironchip support and provide the error log printed in the **Event Viewer**.

### Unexpected Ironchip failure

```text
Ironchip has failed. Sorry. Contact support to allow us to solve the problem.
```

Something unexpected happened. Contact Ironchip support and provide the error log from the **Event Viewer** so we can solve the problem.

### Unable to load the license key

```text
Unable to load IronChip license key. Check that it is the correct license and try again. If problems persist, contact IronChip support for help.
```

The license format is not valid. Contact support@ironchip.com with the error: we will validate the license key you used and provide a valid one if it is not.

### Invalid API key

```text
The API-Key provided is not valid. Please, contact IronChip support and send logs for assistance.
```

The license has the correct format but is old or invalid. Contact info@ironchip.net with the error: we will validate the license key you used and provide a valid one if it is not.

## Device name error

If you have an iOS device and see this error:

[Image: App enroll error caused by an invalid device name (DeviceName)]

The device name on iOS cannot contain accents, `-`, `/`, `$`, `%`, `@`, `&`, `.`, `_` or similar characters. To fix this error, change the device name.

## Login error

If you see this error:

[Image: Mobile app login error with a device keystore exception]

Ironchip recommends that the first thing a new user does is create a recovery safe zone. To solve this error, clear the application data or reinstall the app, and [recover the account](https://docs.ironchip.com/en/identidad/usuarios/recuperacion/).

## How to set the date and time automatically

A device with the wrong time can cause verification codes to be rejected. Turn on automatic date and time.

### Windows

Go to **Settings > Time & language > Date & time** and turn on **Set time automatically**.

### Ubuntu

Go to **Settings**, **Date & Time** section, and turn on **Automatic Date & Time**.

### Android

It depends on the model, but in general: go to **Settings**, find the date and time section and select the option to set the date and time automatically.

### iOS

Go to **Settings > General > Date & Time** and turn on **Set Automatically**.