Troubleshooting

Why a member can't start a machine, open a course or sign in, what each message means, and what staff change to fix it.

For: Staff and administrators
Module: Controllers, Training & Credentials

Updated November 5, 2026

When something is refused, MakerOps says why. The quickest fix is usually to read the member’s message word for word and find it below. Each message is its own heading, so you can link straight to it.

A member can’t start a machine

The member scans the controller’s QR code and the app says why it can’t start. A missing credential opens a sheet titled Can’t start followed by the machine’s name. It lists the credentials under Missing and links to the trainings that grant them. Every other reason shows as Can’t start this machine with the message underneath. The controller itself doesn’t change: it stays on its QR screen.

Check these first

Does the member meet the machine’s required credentials, and is each one current? Where the machine accepts alternatives, one current credential from the alternatives is enough. An expired credential blocks a machine start, even if your training settings only flag expiry rather than enforce it. (Doors behave differently: a flag-only expired credential still opens a door.)
Is the machine in service? Machines marked as under maintenance or out of service refuse every start.
Is the controller online? The machine’s controller has to have checked in within the last 90 seconds.
Is someone else booked? A reservation by another member, or a group access window the member isn’t part of, blocks the start. So does one that begins within the next 10 minutes.
Are the member’s contact details complete? If your space enforces contact requirements, a missing phone number, photo, emergency contact or a yearly confirmation that has lapsed blocks machine use.

What the messages mean

Each message below is the exact text the member sees, followed by what it means and how to fix it.

You need these credentials first.

The app shows this on the Can’t start sheet, followed by “Tap a training to get started.” or “Ask a staff member how to earn them.” The sheet lists what’s missing under Missing, with alternatives together under ANY ONE OF.

Cause: the member doesn’t meet one of the machine’s credential requirements. A credential may be missing, revoked or expired. A credential tied to a waiver is revoked when a new waiver version needs signing.

Fix: grant or renew the credential (member page › Training tab › Credentials › Grant), have the member re-sign the waiver, or change the machine’s Required credentials (machine › Edit).

This machine is down for maintenance.

Cause: the machine’s status is Offline, which members see as down for maintenance.

Fix: machine › Edit › Status › Operational.

This machine is out of service.

Cause: the machine’s status is Retired or Archived.

Fix: machine › Edit › Status › Operational.

This controller is offline — the machine can’t be started right now.

Cause: the controller hasn’t checked in for 90 seconds.

Fix: check its Wi-Fi, or the reason on its screen if it says SERVER UNREACHABLE (see controller troubleshooting). Members with an offline pass can start it over Bluetooth in the meantime.

This machine is currently disabled.

Cause: an admin turned the controller off. The panel shows DISABLED.

Fix: enable it under Facility › Controllers.

This controller is not paired to a machine yet.

Cause: the controller isn’t linked to any equipment.

Fix: an admin pairs it. See Pair the controller with a machine.

Reserved for … until …

Cause: a group access window covers the machine right now, and the member isn’t in its audience.

Fix: under Facility › Booking Rules, add the member to the group or change the window.

Reserved by another member until …

Cause: someone else’s reservation covers now. It lapses if they haven’t started within the grace period (10 minutes by default).

Fix: wait, or cancel the booking in Scheduling › Manage Reservations.

Reserved for … at … — not enough time to start a session.

Cause: the next booking or window starts within 10 minutes.

Fix: wait, or change the booking.

Your contact details need updating before you can use the space: …

The message ends with what’s missing and “Update them in the app under Contact info.”

Cause: your space enforces contact requirements, and something on the list is missing or out of date.

Fix: the member updates Contact info in the app. Staff can relax the rule in Settings › Contact Requirements.

This machine is in use.

Cause: another session is running.

Fix: wait, or a staff member ends the session.

This machine is open for a class right now — no check-in needed.

Cause: staff opened the machine to a class with Open access, so it’s already live. The panel shows OPEN ACCESS.

Fix: nothing is wrong: use the machine without scanning. To make it need a personal check-in again, staff end the class window in the app under More › Controllers with End now, or End for this machine for just this one.

This controller’s enclosure is too hot — starts are paused until it cools down.

Cause: the controller has passed its temperature alarm. The panel shows OVERTEMP.

Fix: improve ventilation around the unit and let it cool.

That code has expired — try again.

Cause: the QR code changes every 30 seconds, and the scan used an old one, often from a photo.

Fix: scan the live code on the panel.

Unrecognized code.

Cause: the code the app sent isn’t in the format of a controller’s session QR code, so MakerOps can’t tell which machine it belongs to.

Fix: scan the live QR code on the controller’s screen again. If it keeps appearing, contact us with the machine’s name.

Unknown controller.

Cause: the controller isn’t in the space the app is using. This usually happens to people who belong to more than one space: the app works in one space at a time.

Fix: accepting an invitation from the controller’s space in the app moves the app to that space.

This feature is not enabled.

Cause: the Controllers module is off for your space.

Fix: an admin turns it on in Settings › Modules.

Waiting for a second person — ask them to scan this controller from their own phone.

Cause: the machine needs a second person, and the member who started it scanned again. The second person has to be someone else, scanning from their own phone.

Fix: ask another member to scan.

You cannot be your own safety monitor.

Cause: the machine needs a second person, and it has to be someone else scanning from their own phone.

Fix: ask another member to scan.

The app accepted the scan, but the machine didn’t turn on

Press GREEN on the controller to start

The app shows this after the scan is approved. The member has a limited time to press GREEN, a minute unless your space changed it. If it runs out, scan again.

TURN THE MACHINE SWITCH OFF

The controller shows this when it detected the machine’s own switch was already on when power came on. It cuts power so the machine doesn’t start unexpectedly. Turn the machine’s switch off, then press GREEN. See controller troubleshooting if it keeps appearing.

The checklist ended the start

One of the pre-start checklist answers wasn’t the allowed one. Deal with the problem the checklist asked about, then scan again.

Session ended on the controller

The controller refused the start after the platform accepted it, for example because it was overheating or out of service on the device. Look at the panel for the reason.

Things that do not block a machine start

Waivers on their own. A waiver only matters at the machine if a credential tied to it is one of the machine’s required credentials.
Opening hours. They don’t block starts. They only affect automatic session extension.
Member type. Students, members and guests are treated the same. Credentials decide.

A member can’t see or start a course

Each heading below is what the member sees: the message itself, or the symptom when there is no message.

The course isn’t listed

Cause: only trainings with the status Active appear.

Fix: Training Catalog › Trainings, edit the training, set Status to Active.

Requires: …

The web shows this on the training, with what’s missing.

Cause: prerequisites aren’t met.

Fix: the member completes what’s listed first, or you change them (Training Catalog › Trainings, row menu › Prerequisites).

Complete the required trainings above to unlock this one.

The app shows this on a locked training. Same cause and fix as Requires: ….

Before you can train

The web shows this card at the top of Training.

Cause: your space has entry requirements, such as a waiver and orientation, that lock other courses until they’re done.

Fix: the member completes them. Admins set them in Training Catalog › Entry Requirements.

Complete the entry requirements…

The app’s version of Before you can train. It reads “Complete the entry requirements above” in the list, or “Complete the entry requirements on the Training tab to unlock this.” on the training. Same cause and fix.

A session shows this with a list of steps instead of Sign up.

Cause: the member doesn’t meet the training’s prerequisites or entry requirements yet.

Fix: the member does the listed steps. See When a session is locked.

A sign-up refusal that starts with this lists the same steps. Same cause and fix as To sign up:.

This training is completed in person — a trainer issues the credential after your session.

The app shows this instead of a Start training button.

Cause: it’s an in-person course. A trainer issues the credential after the session.

Fix: add the member to a session (Training Catalog › Sessions).

Training is not enabled

The app shows this on the Training tab. On the web there is no Learning section in the menu.

Cause: the Training & Credentials module is off.

Fix: an admin turns it on in Settings › Modules.

Sign-in and two-factor are explained on Sign in and two-factor authentication. These are the messages people see.

Your workspace requires two-factor authentication. Set it up here to continue.

The web shows this on Settings › Security, and nothing else opens.

Cause: the person’s 14 days to set up two-factor have passed.

Fix: they set up two-factor on that page. Each person sets it up on their own account; a shared front-desk login isn’t supported.

The app shows this when someone signs in after their deadline.

Cause: the same as above, in the app.

Fix: they open the address in the message in a web browser, set up two-factor there, then sign in to the app again with the code.

The message goes on: “You can still sign in with a passkey, or from a browser you chose to trust.”

Cause: 20 wrong passwords or codes for this account within an hour, from any mix of places. Password sign-in is paused for 60 minutes, even with the right password, and the person gets an email.

Fix: wait for the pause to end, or sign in with a passkey or from a trusted browser. Nobody in your space can lift the pause early. If the person didn’t cause it, they change their password once they’re in.

The person lost their authenticator app

Cause: a new or lost phone.

Fix: with the old phone or a saved recovery code, they move two-factor to the new phone themselves (Settings › Security › Move to a new phone). With neither, they click Lost access to your authenticator app? on the web code screen, and an Owner or Admin resets their two-factor from their page. See Lost your phone or authenticator app.

Turn on two-factor for your own account (Settings › Security) before resetting someone else’s.

An admin sees this on a member’s page instead of a Reset button.

Cause: the admin hasn’t set up two-factor themselves.

Fix: the admin turns it on in Settings › Security, then comes back.

A workspace owner’s two-factor can only be reset by a fellow owner of a workspace they own.

Cause: the person is an Owner of a space, and you aren’t an Owner of a space you both own.

Fix: ask a fellow Owner to reset it. If no fellow Owner can, the person’s own request for a reset goes to MakerOps support.

Still stuck?

Contact us with the member’s exact message, the machine, and roughly when it happened. That’s usually enough for us to find it.