Troubleshooting Guide

What can go wrong with Silver Bullet 3.0 on your computer, why, and what to do about it. The first sections go by symptom; the last lists every error code you can meet. When you need help, Reporting a problem at the end says what to send.

Where to look first

1. The message on screen. Every error says in plain words what went wrong, and most add what to do. Under the message is a line such as SB3-3002 · Reference: …: the error code and the request id. Note both down: the code is the section of this guide, the reference finds the exact line in the log.
2. Admin → Health and logs. It shows the version, the data and log folders, each data source’s status and last test. Its Logs page has The log: the newest lines of the log (errors, warnings or everything), with their error code and the reference you saw on screen. Switch between Errors, Warnings and Everything, and type the reference or the code in Search these lines to find its line. Refusals (a question refused, for example) are recorded as ordinary events, so they show under Everything.
3. The log file, <data folder>/logs/silverbullet.jsonl: one JSON line per event. Every line about one request carries its request_id; a failed or refused request carries error_code (SB3-…). See The log below.

Starting Silver Bullet

Silver Bullet does not start

The reason is shown where you started it: a message box on Windows, an alert on a Mac (when started from Silver Bullet 3.app), the terminal on Linux. On Windows, a start that failed in a console window waits for Enter so you can read the reason.

Windows says “Windows protected your PC”

Silver Bullet is signed with Govirang’s own release key, not by Microsoft (EULA clause 10A), so Windows does not recognise it. Click More info, then Run anyway. Once is enough.

macOS says the app cannot be opened or checked

Silver Bullet 3.app is signed with Govirang’s own release key, not notarised by Apple (EULA clause 10A). Double-click it once and click Done on the warning, then open System Settings → Privacy & Security, click Open Anyway next to Silver Bullet 3 and confirm with your password or Touch ID. Once is enough. On macOS 15 Sequoia and later, right-click → Open no longer skips the warning: Open Anyway is the way (on macOS 14 and earlier either works).

The menu-bar or tray icon is missing

• Mac: the icon is in the menu bar, top right; on a crowded menu bar it can be hidden behind the notch or other icons. The app has no Dock icon: Silver Bullet is used in the browser.
• Windows: it may be behind the ^ arrow at the end of the taskbar; drag it onto the taskbar to keep it visible.
• Linux: the desktop has no status-icon area (stock GNOME, some minimal window managers). Silver Bullet then uses its terminal as the window: start it from a terminal (./SilverBullet), press Enter to open the browser again, Ctrl+C to stop. On GNOME, the AppIndicator and KStatusNotifierItem Support extension gives it an icon.

The icon’s menu has Open Silver Bullet, Show data folder, the version, and Quit Silver Bullet.

The browser did not open, or a page says to open Silver Bullet again

Silver Bullet signs you in with a one-time link that works once, for two minutes (SB3-1013: That sign-in link was already used or has expired). There is no password. Click Open Silver Bullet in the icon’s menu, or start Silver Bullet again: a second start opens the browser on the running copy, signed in. The same applies when a page says you are no longer signed in (SB3-1001). On a computer that refuses to open the browser, start it from a terminal with -no-browser: it prints the link to copy into the browser within two minutes.

Port 8930 is busy

Nothing to do. Silver Bullet takes another free port and opens the browser there; started from a terminal it prints (port 8930 was busy, using N). Silver Bullet Suite 2 uses 8920, so both can run side by side.

A second copy will not start

There is one copy per data folder. Starting Silver Bullet while it runs does not start a second copy: it opens the browser on the one that is running (on a Mac, a second double-click does the same). To run two copies on one computer, for testing, give the second its own data folder with the environment variable SB_DATA_DIR.

Silver Bullet stopped by itself

By design. Silver Bullet stops about 90 seconds after the last Silver Bullet page was closed, or after 10 minutes with no Silver Bullet page open at all. Nothing is lost: start it again. A computer that slept is not counted as idle. The log records stopping by itself: … with the reason.

To change it, set SB_DESKTOP_IDLE_MINUTES (minutes with no page open; 0 = never stop by itself) in silverbullet.env in the data folder, or as an environment variable. Keep a Silver Bullet page open while a large file is being added.

A setting change has no effect

Settings are read at start: quit Silver Bullet and start it again. The file must be silverbullet.env in the data folder, and an environment variable of the same name wins over it. Health and logs shows which settings file was read. Silver Bullet always listens on 127.0.0.1 and chooses its own port and data folder, so SB_LISTEN, SB_TLS_CERT, SB_TLS_KEY, SB_TRUSTED_PROXIES and SB_DATA_DIR in that file have no effect.

Two-step sign-in: the code is refused, or the phone is lost

• The code is refused: type the code the app shows now (it changes every 30 seconds) and check the phone’s clock is set automatically. Each code works once.
• “This sign-in has expired”: the code page lasts five minutes and five tries; open Silver Bullet again from its icon.
• The phone is lost: choose Lost your phone? Use a recovery code and type one of the codes you kept (each works once). Then turn two-step sign-in off and on again with the new phone (user menu → Two-step sign-in).
• No phone and no recovery codes: quit Silver Bullet from its icon, then in a terminal run, on a Mac, "/Applications/Silver Bullet 3.app/Contents/MacOS/SilverBullet" reset-admin, or on Windows, in the folder Silver Bullet is in, SilverBullet.exe reset-admin. It turns two-step sign-in off and prints a one-time password: the next time Silver Bullet opens it asks you to replace it once (type the printed one as the current password). Turn two-step sign-in on again afterwards with your new phone.

Where Silver Bullet keeps your data

Show data folder in the icon’s menu opens it. Normally ~/Library/Application Support/SilverBullet3 (Mac), %LOCALAPPDATA%\SilverBullet3 (Windows), ~/.local/share/silver-bullet-3 (Linux). Silver Bullet Suite 2’s folder is never touched.

Adding a database

Test connection runs five checks in order. When the server cannot be reached or the sign-in fails, the checks after it say Not checked: fix the step above first. A failed check shows the database’s own message (never the password) and what to check. A source whose test did not pass can be saved, but you cannot ask about it until it passes.

What each database needs, in one line:

• PostgreSQL: a login role with CONNECT on the database, USAGE on the schemas and SELECT on their tables, nothing else; ideally on a hot standby.
• MySQL, MariaDB: a login with SELECT (and SHOW VIEW if there are views) on the schemas to expose, nothing else. On MariaDB 10.11 and later, nothing that writes granted TO PUBLIC.
• SQL Server: a login (SQL, Windows or Microsoft Entra) and a database user with SELECT on the schemas and SHOWPLAN, nothing else.
• Oracle: a user in the pluggable database with CREATE SESSION and READ (or SELECT) on the tables to expose, nothing else, and the PDB’s service name.

Not tested in this release: Kerberos and Microsoft Entra ID sign-ins to SQL Server, and Oracle 19c on a real server. If you use them, test them first and report what you find.

“The account can change data; Silver Bullet needs a read-only account.” (SB3-3003)

Silver Bullet only ever reads; every query is also checked and run read-only, but a read-only account means nothing can change even by mistake. The test names the privileges that make the account able to write. Get a read-only account and test again. If a source that used to work starts failing this check, someone granted the account a write privilege: Silver Bullet tests every switched-on database again five minutes after it starts and then once a day, and stops answering from it until the account is read-only again.

There is no setting to allow such an account. Create a read-only login on the data source’s page writes the script for your database.

Other messages when adding or using a database

Loading files

Files are added in four steps (Choose files, Check data, Review, Add) from the Files card under Admin → Data sources. Your original file is never changed.

A half-finished import is offered again when you return: A file import is waiting. Choose Continue or Discard.

Questions and answers

The answer is wrong

1. Read the chips under How I read your question. Tap to change.: the period, the measure and how it is added up, the split, the filters. A wrong one is usually the cause: tap it and pick the right one. The answer is worked out again without asking the AI model.
2. Press No, fix it. Say what looks wrong, then pick what you meant from alternatives worked out with your real numbers, or keep a note. The corrected answer is in use for you at once.
3. Check it under Admin → Your corrections: run the safety check and make it a verified answer, or add a rule or a word in the Data dictionary. Clear meanings in the data dictionary are the biggest help to getting answers right.

If answers are wrong on every source, check which AI model is in use (Admin → AI model): this release’s measured accuracy is for the local model qwen3-coder-next only.

“This data cannot answer that question.”

The data has nothing that holds what was asked (for example a freight cost in data with no freight column). Ask about what the data holds, or try the cards on the home page. An answer saying No data for … means the question was understood but no rows matched: it often says The latest … is …, so ask about a period the data covers. Nothing in … matched means a filter value was not found; check its spelling.

“The question asks to change data; Silver Bullet only reads it.” (SB3-2009)

A question such as “delete the cancelled orders” or “increase the price by 5%” is refused before any AI model or data source is asked, and the refusal is recorded. Ask what you want to know instead: “how many orders were cancelled?”, “net sales excluding cancelled orders”.

“The query was refused by the safety check.” (SB3-2001)

The query would have done something not allowed: a change, a lock, a system routine, or a table that is not part of the data source. Nothing reached the data source. Ask in other words. If the table should be askable, add it under Choose tables for the source.

Too costly, too slow, or busy

“This answer’s result is no longer kept; ask again.” (SB3-2008)

Each answer’s rows are kept for 60 minutes after they were last used (SB_RESULT_TTL_MINUTES), so that changing a chip or switching to the table is instant. After that, ask again: the data source is read afresh.

Answers are slow

Most of the time is the AI model. With the local model a typed question takes about 15–30 seconds; tapped cards, chips, Build it and shortcuts that the product reads itself are much quicker, and changing a chip should take under 2 seconds. Under How I got this the answer shows how long it took (From … · N ms). Slower than that:

• the computer running the model has no suitable graphics card, or too little memory, or the model is loading for the first time after a start;
• a data source is slow or busy: a query waiting for a free slot, or reading a large table. Narrow the question or use a read replica.

The AI model

Cloud models are not tested in this release; only the local model qwen3-coder-next was measured. A cloud model receives the question and descriptions of your data, never rows or results, and never values of a column marked as personal data (the AI model page says so under What leaves your network).

The brief and boards are not refreshing

The brief on the home page and the board tiles are worked out in advance, so opening them never queries a database. They are worked out again:

• for a database, on its schedule, set under Admin → Health and logs → Brief and boards refresh: Every day at a time (06:00 by default, your computer’s time), Every hour, or Not refreshed;
• for a file, when the file is replaced or rows are added;
• at once when the data dictionary is published or a rule is approved.

Studio

Licence

Silver Bullet runs a 14-day trial from the first start, then needs a licence key (SBS2-… bought from inside the app, or SBS1-…) for this computer. Nothing is contacted over the network to check it. One licence includes every data-source plugin. The Installation Guide says how to buy one. Licence and payment questions: by e-mail to the address on the Licence page (no telephone).

The trial counts from the first start on your computer account, even with a new data folder.

The vault key is missing after a restore

vault.key in the data folder seals the data-source passwords and API keys stored in app.db. The two belong together.

• Silver Bullet will not start: the vault key is missing, but the database holds N secret(s) sealed with it …. Put back the vault.key from the same backup or copy as app.db. Only if it is lost for good: start once with the environment variable SB_ALLOW_NEW_VAULT_KEY=1, then enter every data-source password and API key again.
• It starts, but sources fail with Stored secrets cannot be decrypted with this vault key. (SB3-5003): the vault.key present is not the one the passwords were sealed with. Restore the matching key, or enter each password and key again.

Silver Bullet backs itself up every 24 hours into backups/ in the data folder (Admin → Health and logs → Backups). To go back to a backup: quit Silver Bullet, run SilverBullet restore <backup folder>, and start it again (Installation Guide, Backups and restore). It puts back app.db and vault.key together, so the passwords open.

Other messages

The log, the support bundle and the environment report

The log

One JSON object per line, with time, level (INFO, WARN, ERROR), msg, and, for a request, request_id, and error_code when it failed (request failed) or was refused (request refused). Useful searches:

grep '"request_id":"<the reference>"' silverbullet.jsonl*   # everything about one request
grep '"error_code":"SB3-2003"' silverbullet.jsonl*          # one error code
grep '"level":"ERROR"' silverbullet.jsonl                   # failures

Never in the log: passwords, session tokens, API keys, licence keys, and the rows of your data or of answers. Questions and the SQL written for them are logged on purpose: they are what support and whoever manages the database need.

The support bundle

Admin → Health and logs → Support bundle. Type a Case reference (optional) first (letters, digits, - and _), then Download support bundle. One .tar.gz file, named silverbullet_<case>_<date>_<time>.tar.gz (or silverbullet_logs_<date>_<time>.tar.gz without a case reference, in UTC), containing:

• manifest.json: when it was made, the case reference, the version and edition, and the environment report;
• logs/: the log files, with anything that looks like a password, key or token removed once more;
• audit_log.csv: the record of changes of the last 30 days (the newest 500 entries);
• MANIFEST.txt: a short summary.

Making a bundle is recorded. A bundle holds questions, SQL, source names and column names, never rows of data, passwords or keys. Look through it before sending if your policy requires.

The environment report

Admin → Health and logs → Download environment report: a text file (silver-bullet-environment-<date>.txt) with the version, the data and log folders, the operating system, the licence state and installation id, the AI model in use, each data source’s kind, status, version and test results, and disk use. Never passwords, keys, database hosts or logins.

The version

SilverBullet version prints, for example, Silver Bullet 3.0.0-rc.15 (licensed build: 14-day trial, then a licence key). It is also on Health and logs and in the icon’s menu.

If Silver Bullet will not start

The pages are not available then. Send instead: the whole <data folder>/logs/ folder (zipped), the output of SilverBullet version, and the reason shown when it failed to start (a screenshot of the message box or alert, or the terminal’s text).

Reporting a problem

Help with the product is community support: these guides and the community forum. Licence and payment questions go by e-mail to [email protected] (there is no telephone support).

1. Write down what happened: what you did, what you expected, what you saw, and the time with the time zone.
2. Copy the reference (Reference: …) from the screen, and the error code if you found it in the log or on Health and logs.
3. Take a screenshot of the whole browser window, with the address bar.
4. Download a support bundle with a case reference (above). If Silver Bullet will not start, zip <data folder>/logs/.
5. Add: the version, the operating system, the AI model (provider and model name); for a wrong answer, the question, the answer, the query (How I got this → Show the query) and the right answer with where it comes from; for a file that loaded wrongly, the file or a copy with the same columns and made-up values, if your policy allows.
6. Send it, with the case reference in the subject.

Do not send vault.key, app.db or the data folder unless support asks and your policy allows: they hold your data and the key to its stored passwords.

Every error code

Every error you can see has a code SB3-xxxx. One code means one cause, and a code is never reused. The first digit says where to look: 1 signing in; 2 questions and answers; 3 data sources and files; 4 the AI model; 5 the product itself; 6 the licence. The screen shows the message with its code and reference. Below is every code Silver Bullet can show on your computer, with its meaning and what to do.

SB3-1001

Not signed in, or the session has expired. Sessions last 12 hours by default (SB_SESSION_HOURS). Sign in again. On the desktop edition, open Silver Bullet again from the menu-bar or tray icon. If it happens every few minutes, check that the server’s clock is right.

SB3-1013

The sign-in link was already used or has expired. Desktop edition only: each link works once, for two minutes. Open Silver Bullet again from the menu-bar or tray icon (or start it again) for a new one.

SB3-1016

Too many of these in the last hour; try again later. A per-person limit on work that is costly to repeat: a board’s PDF, PowerPoint or Word file (60 an hour together) and the data dictionary’s Suggest with the AI model (30 an hour). Wait a little.

SB3-1017

That code is not right; type the 6-digit code your authenticator app shows now. Two-step sign-in: the code changes every 30 seconds and each works once. Check the phone’s clock is set automatically. Lost the phone? Choose Use a recovery code. Wrong codes count toward the same lockout as wrong passwords (SB3-1008).

SB3-1018

This sign-in has expired; sign in again. The code step of a two-step sign-in lasts five minutes and five tries. Sign in again with your password or, on the desktop, open Silver Bullet again from its icon.

SB3-1019

The licence agreement and terms must be accepted before continuing. The End User Licence Agreement, the Terms of Service and the Privacy Notice are shown on the Before you start page the first time Silver Bullet starts, and again whenever one of them changes. Until they are accepted, only that page, the account’s own details and signing out work. On the desktop the first person accepts for the installation; on a server every person accepts once for each version. Reload the page and choose Agree and continue.

SB3-2001

The query was refused by the safety check. The SQL did something that is not allowed: a change, a lock, a system routine, or a table that is not part of the data source. The message says which rule. Nothing reached the data source.

SB3-2002

The query would read too much of the database; narrow the question. The database’s own estimate says the query would scan a large table end to end (more than the source’s full-scan limit, 1,000,000 rows unless an administrator changed it). Add a period, a region, a product.

SB3-2003

The query ran past the time allowed and was stopped. Each source has a time limit (30 seconds by default); the database was told to stop the query. Narrow the question, or ask an administrator to point the source at a read replica.

SB3-2004

The data source could not run the query. The database rejected it — the message is the database’s own. Ask again in other words; if it keeps happening, tell your administrator with the request id.

SB3-2005

The data source is already running as many queries as allowed. At most two queries run at once per source (so Silver Bullet never becomes a production database’s busiest client). Wait a moment and ask again.

SB3-2006

No question was asked. Type a question, or tap a card.

SB3-2007

The model did not produce a query. The AI model answered without SQL. Ask in other words, or ask an administrator to check the AI model page.

SB3-2008

This answer’s result is no longer kept; ask again. Each answer’s rows are kept for a while (60 minutes after last use by default, SB_RESULT_TTL_MINUTES) so changing a chip or switching to the table is instant. After that, ask again — the data source is queried afresh.

SB3-2009

The question asks to change data; Silver Bullet only reads it. A question such as “delete the cancelled orders” or “increase the price by 5%” is refused before any model or data source is asked: Silver Bullet never changes data, and every query is read-only besides. Ask what you want to know about the data instead (“how many orders were cancelled?”). The refusal is recorded with the question.

SB3-2010

The choices name something this data source does not have. Changing a chip, building a question or opening a saved answer sent choices (a measure, a column, a table or a filter) that the source’s last connection test did not find, or that do not fit together (adding up a text column, grouping a date by something other than day, week, month, quarter or year). detail says which one. Pick again from the lists offered; if a column was renamed in the database, an administrator tests the source again.

SB3-2011

The safety replay found other answers that would change. Before a fix from the review queue (a rule, a verified answer, a word) is published — or an answer is marked as verified — every verified question and a sample of recent questions on the source are read again with the change applied. Some of them would now be answered differently. extra.replay lists them with how each was read before and after. Look at the list: if those changes are wanted, publish again with “accept the changes” (accept_changes: true); if not, choose a narrower fix (a rule for one table, a verified answer instead of a word).

SB3-2012

This review item has already been decided. Someone approved or dismissed it already (the review queue’s Done list shows who and when). Nothing was changed.

SB3-2013

The expert answer’s changeable parts could not be filled from this question. An expert’s verified query has changeable parts — a period, a value such as a region, a top N — and the question named one that cannot be used safely: a value the column does not have, a period the calendar cannot read. Nothing ran. Ask with a value or period from the data (“only West”, “for FY 2024-25”), or ask your administrator to check the expert answer’s changeable parts in the review queue.

SB3-3001

No such data source. The source was removed, or it is switched off (Admin → Data sources).

SB3-3002

The data source could not be reached or refused the sign-in. The connection test lists which step failed (reached the server, signed in) and what to check: the server address and port, a firewall, the user name and password. The database’s own message is shown; passwords never are.

SB3-3003

The account can change data; Silver Bullet needs a read-only account. Silver Bullet only reads. The connection test names the privileges that make the account able to write. Create a read-only account (Create a read-only login on the data source’s page writes the script; the Installation Guide has one per database) or remove those privileges, then test again. There is no setting to allow an account that can write.

SB3-3004

The data source has not been tested yet, so its tables are unknown. Run Test connection on the source (Admin → Data sources → Edit). Questions use the table list found by the last successful test.

SB3-3005

The data source’s settings are incomplete or invalid. A required field is empty or has the wrong form (a port that is not a number, a sign-in method the database does not offer). The message names the field.

SB3-3006

The data source is switched off. An administrator switched it off; it can be switched on again under Admin → Data sources.

SB3-3007

A data source with that name already exists. Names ignore case; choose another name for chat.

SB3-3008

No such kind of data source. The request named a plugin this version does not have. The gallery under Admin → Data sources lists the kinds available.

SB3-3009

The file could not be read. The message says why (an unknown format, a damaged workbook, a password-protected file). Save it again as Excel or CSV and try once more.

SB3-3010

The file is larger than allowed. The limit is 200 MB unless an administrator changed it (SB_MAX_UPLOAD_BYTES). Split the file, or save it as Parquet, which is smaller.

SB3-3011

This column holds personal data; its values are not shown. Columns marked as personal data in the data dictionary (and columns whose names say so, such as e-mail or phone) are never sampled and never sent to an AI model.

SB3-3012

No such file import, or it has ended. A file import (Choose files → Check data → Review → Add) is kept for a day after it was last used; after that, or once it was added or cancelled, its uploaded files are removed. Imports belong to the person who started them. Upload the file again.

SB3-3013

Some things in the file still need your decision. The Check data step lists them under Needs you; open each, or press Use recommended for all, then add the file.

SB3-3014

The new file’s columns differ from the data already loaded. Adding new rows needs a file with the same columns (names and types) as the one loaded before. Choose Replace data instead, or fix the file’s columns.

SB3-3015

The saved view cannot be used as it is written. A saved view (from an expert answer) is one SELECT that the safety check allows, with a name of 3–60 letters and every column named once. The detail says what is wrong: a second statement, an ORDER BY (leave it out: answers sort their own rows), a WITH query (write it as a subquery in FROM: SQL Server cannot read a WITH inside another query), two columns with the same name (give one another name with AS), or the database refused it. Change the view’s query in the review queue and try it again. Nothing was kept.

SB3-3016

A table or saved view with that name already exists. Saved views are named like tables in the chat, so each name is used once per data source. Give the view another name, or retire the old one under Admin → Review queue → Saved views first.

SB3-3017

Too many file imports are waiting. Each person may have five file imports waiting at a time (Choose files → Check data → Review → Add). They are listed at the top of Data sources: continue one and add its file, or discard it, then start the new one. An import left unused is removed after a day.

SB3-4001

The AI model could not be reached. For the local model, check that Ollama is running (ollama list) and has the model; for a cloud provider, check the network and the key. The provider’s own message is shown.

SB3-4002

The AI model settings are incomplete or invalid. The message names the field.

SB3-4003

This provider needs an API key. Enter one on the AI model page.

SB3-4004

No AI model is used here; this question needs one. Your administrator chose “No AI model” on Admin → AI model, so Silver Bullet answers the questions its built-in reader can read by itself and never calls a model. This question was not one of them. Tap a card on the home page or one of the questions suggested with the message, or say it the way the cards do: a measure, a grouping and a period (“net sales by region last quarter”). An administrator who wants every question answered chooses a model on Admin → AI model (a local one, or a cloud provider).

SB3-5001

An unexpected error; the log has the details. Find the request id from the screen in the log and send both to support.

SB3-5002

The request was not understood. Usually a page left open across an upgrade: reload it.

SB3-5003

Stored secrets cannot be decrypted with this vault key. The data folder’s vault.key is not the one the saved passwords were sealed with — usually a database restored without its key. Restore the matching vault.key, or enter every data source password again.

SB3-5004

No such page or item. The link is old, or the item was deleted.

SB3-5005

The backup could not be written. The detail says why — most often there is no room left on the disk that holds the data folder (the backups are in its backups/ folder), or that folder cannot be written. Make room (fewer backups are kept with a lower SB_BACKUP_KEEP), then press Back up now under Admin → Health and logs again. Silver Bullet carries on working; the automatic backup tries again ten minutes later.

SB3-5020

The advisory was refused; the one loaded before is kept. A vulnerability advisory (Components page: Load an advisory) must be the publisher’s zip as published — one folder with ADVISORY.json and its signature (MANIFEST.json, MANIFEST.sig) and nothing else —, signed with the release key built into the running program, for this product, and not older than the advisory already loaded (the newest is kept). The detail says which check failed: “it is not signed”, “its signature is not valid” (changed after it was signed, or not the publisher’s), “it is signed as a package” (a package’s zip is not an advisory), “older advisory”, or “this build cannot verify advisories” (a development build). Download the advisory again from the publisher and load it again. Nothing is fetched from the internet.

SB3-6001

The trial or licence has ended; a licence key is needed. Your data is kept. Enter the key on the Licence page in the app (Admin → Security and licence); to get one, request it on the customer portal under My account → Licences.

SB3-6002

The licence key is not valid for this computer. Check that the whole key was pasted and that it was issued for this computer’s code (shown on the Licence page, with a Copy button). A key for another computer, or for another edition, does not work here.

SB3-6005

This key ends before the key in use. The detail gives both dates (or says the key in use never ends). Entering it would end the licence sooner, so it is not taken at once: the Licence page asks, and Use it anyway takes it. Most often an older key was pasted by mistake: check the e-mail it came in.

SB3-6006

Buying from inside the app is not available here. This build has no licensing service to buy from yet (the Licence page then says so and gives the support address: e-mail it with the computer’s code for a key), or it is the server edition, which is licensed by e-mail. A key you already have is pasted on the Licence page as always.

SB3-6007

The licensing service could not be reached. Buy, Get my key, Move to this computer and the renewal need a connection to the licensing service (HTTPS, port 443; the address is on Admin → Network and firewall). Check the internet connection, and that the web proxy (HTTPS_PROXY) or firewall allows that address. Nothing is lost: a key that was waiting arrives once the service answers, and the key in the e-mail can always be pasted on the Licence page. The checkout can also be paid from a phone with the QR code.

SB3-6008

No paid order for this computer with those details. Get my key and Move to this computer need the order number (in the e-mail with your key, or Dodo’s receipt) and the e-mail address used to pay, exactly as at checkout. Get my key works only on the computer the order is for (or an order paid without a computer code); for another computer use Move to this computer. A refunded or disputed order has no key. Still stuck: e-mail the licence address with your proof of payment.

SB3-6009

The licensing service refused the request. The detail says why in its own words: most often a move limit (a monthly licence moves once every 30 days, a yearly one twice a year) or too many tries in an hour. E-mail the licence address to move a licence sooner.

SB3-6011

This computer’s own id could not be read, so the licence cannot be checked. Silver Bullet ties the trial and the licence to the computer’s own id: the Mac’s Hardware UUID, the Windows machine GUID, or Linux’s /etc/machine-id. Here it could not read it, so nothing can be used until it can. Restart Silver Bullet. On Linux, run it as a normal program, not inside unshare, a sandbox or a container you made yourself, and check that /etc/machine-id exists (systemd-machine-id-setup makes it). On a Mac, do not start it under sandbox-exec or with a low process limit. Your data is kept. If it stays, e-mail support with the output of SilverBullet licence status.

SB3-6010

Confirm that you are buying for business use. Outside India, Silver Bullet is sold for business use only: tick I am buying for business use in the Buy window. A tax number is not needed.