Common errors

Most problems in Santiago come from one of a few causes: a fingerprint that doesn’t match the operating system, a proxy that can’t connect, a profile already open somewhere else, or a subscription that no longer allows launching. This page lists each symptom, what causes it, and the exact steps to fix it.

Quick reference

Find your symptom in the table, then jump to the matching section below for step-by-step instructions.

Symptom	Likely cause	Fix
”Invalid WebGL vendor/renderer for this OS” or a fingerprint warning	WebGL vendor/renderer strings don’t match the profile’s OS	Fix a WebGL mismatch
Browser won’t start, proxy times out, “proxy connection failed”	Proxy is down, wrong host/port, or blocked	Proxy connection failures
”Proxy authentication failed” / 407	Wrong proxy username or password	Proxy authentication failures
”Profile is locked” / “in use on another device”	The profile is open on another computer (or a stale lock)	Profile locked
”Choose a plan” popup, Launch and New Profile greyed out	Account has no subscription yet (paid-only)	No plan or expired license
”Subscription expired” popup, Launch and New Profile greyed out	Subscription has lapsed	No plan or expired license
”Upgrade plan” button instead of “New Profile”	You reached your plan’s profile limit	Profile limit reached
Launch fails with “concurrent limit reached”	Too many profiles running at the same time	Concurrent limit reached

Invalid WebGL vendor/renderer for the OS

WebGL exposes a graphics-card vendor and renderer string (for example, an Apple GPU on macOS or an Intel/NVIDIA GPU on Windows). If those strings describe a different operating system than the one your profile claims, the fingerprint becomes inconsistent and sites can flag it.

You’ll see this when you manually typed WebGL values, switched a profile’s OS after generating it, or imported a profile whose GPU strings don’t match its OS.

How to fix it

You have two ways to make the WebGL fields consistent again.

Option A — Let Santiago generate matching values (recommended). Use the Generate button next to the OS selector in the profile form. It fills every fingerprint field at once, including WebGL, with statistically plausible values that match the selected OS.

1. Open the profile and click Edit.
2. Choose the correct OS (Windows, macOS, or Linux).
3. Click Generate next to the OS selector.
4. Save the profile.

Option B — Clear the GPU fields. If you’d rather not regenerate the whole fingerprint, clear the WebGL vendor and renderer fields so they are no longer forced to mismatched values, then save.

Tip

After changing the OS of an existing profile, always click Generate again. The OS drives which WebGL, voices, screen resolutions, and fonts are realistic — changing the OS alone leaves the old, now-mismatched values in place.

For more on what these fields mean and how the engine builds a consistent fingerprint, see How fingerprints work, Fingerprint parameters, and Generate a fingerprint.

Proxy connection or authentication failures

When a profile has a proxy attached, Santiago tests that proxy before the browser opens. If the proxy can’t be reached or rejects your credentials, the launch fails.

Connection failures

The proxy server is unreachable: it’s offline, the host or port is wrong, or your network blocks it.

1. Open the profile, go to the Proxy section, and double-check the type (HTTP, SOCKS5, etc.), host, and port.
2. Use the built-in proxy test to confirm the proxy actually responds and to see its exit IP and country. See Test a proxy and check GeoIP.
3. If the test fails, try the proxy from your proxy provider’s dashboard or contact them — the issue is usually on the proxy side, not in Santiago.

Authentication failures

A 407 or “authentication failed” message means the proxy is reachable but rejected your username or password.

1. Re-enter the proxy username and password exactly as your provider lists them — watch for trailing spaces or a swapped username/password.
2. Some providers tie credentials to your current IP (IP allowlisting). Make sure your real IP is allowlisted in the provider’s dashboard.
3. Re-run the proxy test to confirm the fix.

Note

A working proxy also drives geolocation and timezone. When GeoIP auto is enabled, Santiago matches the profile’s location and timezone to the proxy’s exit IP, so a broken proxy can also cause a wrong-looking location. See Configure proxies and Geolocation.

Profile locked (in use on another device)

A profile shows a locked status (instead of idle / launching / running / stopping) when it’s already open on another computer. Santiago keeps one live session per profile so that two devices don’t overwrite each other’s cookies and tabs.

This is most common if you use the same account on several machines, or if a previous session didn’t shut down cleanly and left a stale lock.

How to fix it

1. Check your other computers. If the profile is genuinely running somewhere else, stop it there (close the profile or quit the app cleanly). Once it releases, the lock clears and you can launch it here.
2. If nothing is actually running it, the lock is stale from a crash or a force-quit. Wait a short while for the lock to expire, then try launching again.
3. If it stays locked, close Santiago completely on every device, reopen it on the one you want to use, and launch the profile.

Caution

Always Stop a profile (rather than force-quitting the whole app) so it can sync cookies and tabs and release the lock. Force-quitting can leave a stale lock and lose the most recent session changes. See Sync sessions across devices.

If you work in a team, remember that a shared profile has one session for the whole team — only one member can run it at a time. See Team overview and Sharing profiles.

No plan or expired license blocking launch/create

Santiago is paid-only — there is no free trial. Until you have an active subscription, and again once a subscription lapses, the actions that consume your plan are blocked while everything else keeps working.

You can still view, edit, delete, and export cookies from existing profiles. What’s blocked is:

• Launch a profile
• Create a profile
• Import cookies
• Generate a fingerprint

There are two states you might see in the app header and in a popup on startup:

State	Header badge	Popup	What it means
No plan	”No plan” (solid red)	“Choose a plan”	You registered but never subscribed
Expired	”Expired” (solid red)	“Subscription expired”	Your subscription lapsed

How to fix it

1. Click the subscription badge in the app header, or the button in the popup. This opens your account on the website.
2. On the website, choose a plan and complete payment. See Plans and pricing and Subscribe or upgrade.
3. Return to Santiago. The badge updates to show your tier and days remaining, and Launch / New Profile become available again.

The plans are:

Plan	Price	Profiles
Starter	$9/mo	3
Pro (most popular)	$59/mo	40
Agency	$149/mo	300 + team up to 10 members

About the days-left badge

When a subscription is close to expiring, the badge turns orange (2 days or fewer) and then red (1 day), and a “Renew now” banner appears. Renew before it lapses to avoid any block. For the full list of states, see License states.

If you’re switching from another anti-detect browser, you may be eligible for a matching free period — see Switch offer.

Profile limit reached

Each plan includes a fixed number of profiles (Starter 3, Pro 40, Agency 300). When your profile count reaches that limit, the New Profile button is replaced by an Upgrade plan button.

Your existing profiles are never deleted, and you can keep launching and editing all of them. You just can’t create more until you free up room or upgrade.

How to fix it

• Make room: delete profiles you no longer need (deleting frees a slot).
• Upgrade: click Upgrade plan to move to a higher tier with more profiles. See Subscribe or upgrade.

The usage bar under the profile counter shows how close you are to the limit (green, then orange, then red).

Concurrent limit reached

Even within your plan, you can only run a limited number of profiles at the same time — your concurrent session limit equals your plan’s profile count. Trying to launch one more than that fails with a concurrent-limit error.

For example, on Starter you can run up to 3 profiles at once; launching a 4th fails until you stop one. On a team account the limit is shared across all members.

How to fix it

1. Stop a running profile you’re not actively using. Stopping syncs its cookies and tabs, then frees a concurrent slot. Look for profiles with a running status.
2. Launch the profile you wanted once a slot is free.
3. If you regularly need more sessions at once, upgrade to a higher tier — see Subscribe or upgrade.

Teams share one pool

On Agency team accounts, all members share the same pool of concurrent sessions. If a teammate has profiles running, those count against the shared limit too. See Team overview.

Still stuck?

If a fix here didn’t resolve your problem, the FAQ covers more questions, or reach the team directly via Support on Telegram at t.me/santiago_browser.