Skip to main content
Proxy support and Troubleshooting for v6.4.4

Proxy settings, troubleshooting, and log collection in Monotype Desktop App v6.4.4

Supriya Bisht avatar
Written by Supriya Bisht
Updated over a week ago

The Monotype App provides proxy support at the application level if your organization uses proxy servers in its network environment to regulate internet access.

If you are a Company Admin:

You may choose to whitelist the following URLs so users in your company are not required to enter any proxy information in the Monotype App:

If you are an end user:

The Monotype App supports the following proxy types, which can be configured within the app itself:

  • HTTP: With or without authentication

  • PAC file support: With or without authentication

Configuring proxy settings

Here are the steps to configure the above:

1. If you’re on the app’s login screen: Click on the gear icon in the top-right corner and then click on Settings in the menu, as shown below:

2. If you’re already logged in: Click on the gear icon in the top-right corner and then click on Settings from the menu, as shown below:

3. Once on the Settings pane, beside the Proxy settings heading, click on Edit.

4. This will bring you to the Proxy settings pane, where you can configure these settings as required.

5. Restart the Monotype App by clicking on Reset for proxy settings changes to effect.

Required system settings:

  • The system proxy should be on OS network settings, not PAC file or browser.

  • Proxy settings must be set by IP and not the hostname.

  • It is recommended that you uninstall any previous version(s) of the Monotype App before installing the latest version.

Basic troubleshooting

The Monotype App provides troubleshooting tools to help you detect and resolve common network access issues, including:

  • Connection to the Monotype Fonts web platform

  • External app showdown

  • Font syncing

  • Internet connectivity-related problems

To get to the Troubleshoot pane, go to Settings and click Open beside the Troubleshoot heading. Let’s take a look at the options and utilities on this screen.

  • Show logs: This automatically captures app and BS logs and creates a zipped log package that can be shared with support and development teams in case of an issue. Note that if the issue is with the installation itself, these logs still need to be collected manually.

  • Reset app: This clears all user data from the system, including proxy details and font data.

  • Unique ID: This is a unique identifier for the user’s machine, which can be shared with development teams to locate server logs.

  • Version: This is the currently installed application version.

  • Helper service: This refers to the status of the BS (masSync), which delivers fonts to the user’s machine when syncing.

  • Network access:

    • Internet connection: Checks and notifies in case of issues with internet connectivity

    • Enterprise web connection: Checks and notifies if Monotype’s web services are not accessible by the app

    • PubSub connection: Checks and notifies about connectivity between various services required for the app to function

    • Sync server connection: Checks for connectivity required to sync fonts between the Monotype Fonts web platform and the app

  • Proxy settings: The following messages may be shown under the Proxy settings section:

    • Auto proxy applied: Proxy is set at the system level and not within the application

    • Proxy configured needs authentication: Incorrect proxy credentials set in the app

    • No message is shown: Proxy settings are set correctly

  • If the Helper service (BS) is not working: The app shows a Fix button, which helps restore the app to its original state. To confirm, please check the system’s Activity Monitor to ensure:

    • That the masSync and masMonitor processes are running.

    • That only one instance each of the above processes is running.

Log collection

The Monotype App makes it easy for you to collect and share log files with us, helping our Support Team efficiently troubleshoot any issues that might arise.

To automatically create a zipped package of the log files:

1. On the Settings page, click on Open beside the Troubleshoot heading.

2. Once on the Troubleshoot pane, click on the Show logs button to generate logs, as shown below:

You may also collect and share log files manually from the following locations:

Mac OS

  • Installer log: /tmp/bitrock_installer*.log

  • BS log: /Users/{Username}/Library/Application Support/Monotype desktop app/BackgroundService/masLog.txt

  • App log: /Users/{Username}/Library/Application Support/Monotype desktop app/logs/app.log


  • Installer log: C:\Users\AppData\Local\Temp\bitrock_installer*.log (include all files that match the given pattern)

  • BS log: C:\Users\AppData\Local\Monotype desktop app\BackgroundService\logs\masLog.txt

  • App log: C:\Users\AppData\Roaming\Monotype desktop app\logs\app.log

Uninstalling the Monotype Desktop App v6.4.4

Run the Uninstaller application to uninstall the Monotype App from your system. The Uninstaller can be found at the following paths on Mac and Windows:

  • Mac: /Applications/Monotype desktop app/

  • Windows: C:\Program Files(x86)\Monotype desktop app\uninstall.exe

Please keep the following in mind for complete uninstallation of the Monotype App:

  • Wait for the uninstaller to finish running for the uninstallation to be completed.

  • Check for the presence of the following folders after uninstallation:

    • Mac: /Applications/Monotype desktop app

    • Windows: C:\Program Files(x86)\Monotype desktop app

If there are files remaining in these folders after uninstallation is complete, please restart your system and manually delete the remaining files.

Did this answer your question?