If BIAS X fails to launch, crashes on startup, or shows a login error, follow the steps below to resolve the issue.
Login Error vs. Launch Failure
"Login Failed: Unknown error, check internet connection" This is a server-side authentication issue, not a problem with your computer. If you can log in on the Positive Grid website but not in the desktop app:
- Wait 15–30 minutes and try again — the issue usually resolves on its own.
- Check the Positive Grid Status page or community forums for known outages.
- If it persists for more than an hour, contact support.
If BIAS X does not open at all (no window appears), continue with the troubleshooting steps below.
Check System Requirements
Make sure your system meets the minimum requirements:
| macOS | Windows | |
|---|---|---|
| OS | macOS 11.7 or later | Windows 10 (22H2) or later |
| CPU | Intel Core i5 (8th gen) or Apple silicon | Intel Core i5 or higher |
| RAM | 8 GB or more | 8 GB or more |
| Storage | 1 GB available | 2 GB available |
BIAS X does not support ARM-based Windows, Linux, or ChromeOS.
Disable Cloud Sync
Turn off any cloud service (iCloud, OneDrive) that is syncing your Documents and Desktop folders. Cloud sync can interfere with BIAS X's local data files.
Verify Installation Path
Make sure BIAS X is installed in the default location:
-
macOS:
/Applications/BIAS X.app -
Windows:
C:\Program Files\BIAS X Application (64bit)
If BIAS X was installed to a custom location, try reinstalling to the default path. See Reset / Reinstall BIAS X.
Rename the BIAS_X Data Folder
Corrupted preset data or settings files are a common cause of launch failures. Renaming the folder preserves your data while letting BIAS X create fresh files.
Locate the BIAS_X folder and rename it to BIAS_X backup:
-
macOS:
/Users/<YourUserName>/Documents/PositiveGrid/BIAS_X -
Windows:
C:\Users\<YourUserName>\Documents\PositiveGrid\BIAS_X
Delete the Settings File
-
macOS:
~/Library/Application Support/PositiveGrid/BIAS X.settings - To access: Open Finder → press Shift + Command + G → paste
~/Library/Application Support/PositiveGrid -
Windows:
%APPDATA%\PositiveGrid\BIAS X.settings - APPDATA is a hidden folder. See how to find the AppData folder.
Restart and Try Again
After making the changes above, restart your computer and try launching BIAS X again.
Still Not Working?
If BIAS X still fails to launch after all the steps above, collect diagnostic logs and send them to support:
- macOS: Log Collection for BIAS X (macOS)
- Windows: Log Collection for BIAS X (Windows)