Troubleshooting

Nexus can't sign in

What Nexus shows tells you what to do:

• That email and password don't match. Use your Nexus account's email and password, the same as on this website. Forgot it? Reset your password.
• Confirm your email first. Open the link we emailed when you created your account. You can send it again from your account.
• Your account covers 1 PC at a time. Nexus is signed in on another PC. Remove that PC on your account page (or sign out and free it in Nexus there), then sign in again.

A feature shows a lock? It's part of Standard or Pro. Its Upgrade button opens the website; the feature unlocks the next time Nexus starts after you buy. Bought with a different email? Contact support.

• Signed out on this PC. The PC was removed from your account, you signed out everywhere, or you changed your password. Sign in again.

Nexus can't reach your account

Nexus checks your account each time it starts, so it needs an internet connection to open. Check that you're online, that a firewall or VPN isn't blocking Nexus, and choose Try again. Your settings and change history are kept while it waits; nothing on your PC changes.

SmartScreen says "Windows protected your PC"

The app is not yet code-signed. Apps without an established reputation can trigger this SmartScreen message.

1. Verify the file's SHA-256 checksum against the Download page.
2. If it matches, select More info, then Run anyway.
3. If it doesn't match, don't run it. Download it again and contact support.

If your antivirus flags Nexus, report the file to your antivirus vendor as a false positive and let us know.

A change says "Requires administrator"

The Windows (UAC) prompt was cancelled, or your account can't approve administrator changes. Nothing was changed. Apply it again and approve the prompt, or ask the PC's administrator to.

A tweak shows N/A

Expand it: the reason is shown. Common reasons:

• The component or app isn't installed, for example a browser policy when that browser isn't on the PC.
• Your Windows version or edition ignores the setting (some policies only work on Pro, Enterprise or Education).
• It's a desktop setting and this PC has a battery.
• Your GPU or network adapter doesn't support it.

Not applicable is deliberate: Nexus shows it instead of pretending a setting works.

The crosshair isn't visible

• Exclusive fullscreen hides overlays. Switch the game to borderless or windowed.
• If the hotkey shows as unavailable, another app uses it. Pick a different one on the Crosshair page.

App installs are disabled

App installs use winget. Install App Installer from the Microsoft Store, then restart Nexus.

A change caused a problem

Open Restore Center and restore it, or use Undo last change. You can also switch the tweak off on its page. If you can't get into Windows normally, use a Windows System Restore point.

Where are the logs?

%LOCALAPPDATA%\NexusOptimizer\logs\nexus.log

You can also use Restore Center › Export diagnostic log. Attach the log when you contact support; it helps us find the problem quickly.