Resolve Dermi Atlas Manager installation problems, including blocked installers, Linux package errors, start-up error screens, refused license keys, and a lost admin passphrase.
Updated September 29, 20266 min read
"Windows protected your PC" (SmartScreen)
Symptom: A blue warning window on Windows prevents installation.
The Dermi Atlas Manager installer and application are signed by Dermi Inc., so the first checks are whether the download completed and whether the installer came from the Dermi Portal.
Solution: Delete the downloaded file, download the .msi again from the Dermi Portal, and run the new file. The User Account Control prompt names Dermi Inc. as the verified publisher.
"Application is damaged" (macOS)
Symptom: macOS reports that "Dermi Atlas Manager is damaged" and cannot be opened.
Dermi Atlas Manager for macOS is signed with a Developer ID certificate and notarized by Apple, so the first check is whether the download completed.
Solution: Download the .dmg again from the Dermi Portal and reinstall. If the message persists, open Terminal and run:
xattr -cr /Applications/Dermi\ Atlas\ Manager.app
Gatekeeper Blocks the Application (macOS)
Symptom: macOS reports that the application "cannot be opened because it is from an unidentified developer."
Dermi Atlas Manager is signed and notarized, so the first step is to download the installer again from the Dermi Portal. If the message still appears:
Go to System Settings => Privacy & Security.
Click Open Anyway next to the blocked message.
Alternatively, right-click the app in Finder and select Open.
Symptom: The application exits at launch or reports a missing .so file, such as libwebkit2gtk-4.1.
Solution: Install the missing library:
sudo apt install -y libwebkit2gtk-4.1-0
Linux dpkg Lock Error
Symptom: The installation fails because the package database is locked by another process, such as an unattended update or a package manager running elsewhere.
Solution: Wait for the other package operation to finish, or restart the computer. Then repair any interrupted package configuration and run the installation again:
sudo dpkg --configure -a
Atlas Manager Opens on an Error Screen
Symptom: Atlas Manager opens on a full-screen error instead of the installer or the Atlas Status page.
"Background service not reachable". The Atlas Manager background service on the computer is not answering. Select Retry Connection. If the screen returns, quit and restart Atlas Manager. If it persists, select Support, then Open Logs Folder, and email the log files to support@dermi.ai.
"No internet connection". Registering Atlas Manager needs an internet connection. Connect the computer to the internet; registration resumes on its own, or select Retry Registration.
"Registration not completed". Atlas Manager is online but could not register with Dermi, and the screen reads "This is usually temporary." Registration is retried automatically. If it persists, check that a firewall or proxy does not block infra.dermi.ai on port 443, then select Retry Registration.
Opening Atlas Manager while it is already running brings the open window forward; only one copy runs at a time.
License Key Not Accepted
Symptom:Activate License reports an error.
"Invalid license key. Please check your key and try again." The key was not found. Copy the key again from the Dermi Portal with its copy button and paste it into the license field. The field takes 20 characters; hyphens and spaces are removed on paste, and Activate License stays disabled until all 20 characters are present.
"This license key is in use on another deployment." The key is active on another computer, which the license card in Dermi Portal identifies. If that computer is available, open the Administration page in Atlas Manager on it and select Clear License under Maintenance; the key can then be activated here. If it is not available, open the license in Dermi Portal, select Manage License, then Revoke License, and create a replacement with Generate New License. The team's member records stay on the account and re-attach when the replacement key is activated on the same deployment.
"No internet connection. Connect to the internet and try again." Activation needs an internet connection on the host computer.
"Invalid installer configuration. Please reinstall the application." Uninstall Atlas Manager, download it again from the Dermi Portal, and reinstall. If the message returns, contact Dermi support.
Admin Passphrase Page Appears at First Launch
Symptom: Atlas Manager opens on a full-screen Admin Passphrase page instead of the usual view.
This page appears once: at the end of a fresh installation, and at the first launch on an installation that has no passphrase yet. The passphrase protects the Administration area on the host computer.
Passphrase length: Enter between 8 and 128 characters. A shorter entry is refused with "The passphrase must be at least 8 characters long." and a longer one with "The passphrase must be at most 128 characters long." Use Show passphrase to check the entry before continuing.
Save the recovery phrase: The next step shows a single-use recovery phrase, and this is the only time it is shown. Use Copy or Save to File, store it away from the host computer, and select "I have saved the recovery phrase" to finish.
Where it is kept: The passphrase never leaves the practice's computer, so Dermi support cannot look it up or reset it.
Admin Passphrase Lost
Symptom: The Administration page cannot be unlocked because the passphrase is not known.
Use the recovery phrase. On the locked Administration page, select Use Recovery Phrase. The Reset Passphrase drawer takes the recovery phrase together with a new passphrase. A new recovery phrase is issued after the reset; save it in the same way.
Reset the passphrase file. If both the passphrase and the recovery phrase are lost, delete the admin.json file named in the saved recovery document from the host computer, and relaunch Atlas Manager, which returns to the setup page. No accounts, settings, licenses, or patient records are affected. Dermi support can walk through this step.
Reissue in advance. While the passphrase is still known, Reissue Recovery Phrase on the Admin Passphrase card issues a fresh phrase and retires the previous one.
Uninstalling Atlas Manager leaves the passphrase file in place, so reinstalling does not clear a forgotten passphrase.