Do not log in to the mobile app: freezes, black screen or Internal Server Error

Problems with logging in to the Torgsoft mobile app may have different causes depending on the program version and the connection setup method. Previously, such errors were often related to the application server service on the main computer, network settings, or stuck sessions. For current versions of Torgsoft, diagnostics should be performed according to the updated instruction, or you should contact technical support to check the current mobile app settings.

1. Restarting the application server service as the first check step

If the Torgsoft mobile app does not connect, freezes, or shows an error, first restart the application server service. This does not indicate a specific cause of the failure, but it helps restore the service if it temporarily stopped responding or processes connections incorrectly.

In 90% of cases, the problem is solved by simply restarting the relevant service on the main computer (server) where the Torgsoft database is installed.

• On the server or main PC, open the standard Windows “Services” app.

• Find the service named TorgSoftService in the list.

• Right-click it and select “Restart” or “Start” if it was stopped.

• You can also reinstall the application server through the Torgsoft program itself: go to “Settings” -> “Parameters” -> the “Service” tab and click “Reinstall application server and license service”.

2. Solving the “black screen” problem

If a black screen appears when logging in to the mobile app after restarting the application server service, technical support specialists recommend completely reinstalling the mobile app on your smartphone. Delete it and download it again.

3. Checking the network, VPN, and ports

Connection errors often occur due to traffic blocking or changes in network settings:

• Disable VPN on the smartphone. There have been cases when an enabled VPN on a mobile device completely blocked the connection to the Torgsoft database.

• Change the internet connection type. Try disconnecting from Wi-Fi and using mobile internet, or vice versa. Sometimes a specific Wi-Fi network or provider may block access to your server IP address.

• Connection settings. Make sure that the correct server IP address is entered in the mobile app. If you have a dynamic IP address, it may have changed after restarting the router.

• Checking port 6001. For the mobile app to work, port 6001 must be open and forwarded on the server (main PC), in the router, and in the Firewall (TCP and UDP protocols).

4. Clearing stuck sessions (user limit exceeded)

If the app freezes during authorization or shows the error “Session not found / User limit exceeded”, your previous sessions may not have closed correctly.

• Restart the license service TorgsoftLicenceService on the server.

• Check the access settings for your user in the Torgsoft program itself. Make sure that the employee has permission to log in to the mobile app.

5. Updating the Torgsoft program

For the Torgsoft 2.0 mobile app to work correctly, the main Torgsoft program on the PC must be updated to the current stable version. Currently, stable program version 2026.0.2 is used for Torgsoft 2.0.

If the mobile app does not connect, freezes, or shows errors, check the Torgsoft version on the main computer. If an old program version is installed, update it to the current version and then try connecting the mobile app again.

If the problem persists after the update, contact Torgsoft technical support. Before contacting support, record the exact error text or take a screenshot, and prepare remote access software on the main PC.