Troubleshooting

You may get an "Access denied" error when attempting to log in to Commander for the following reasons:

• You are not a Yandex.Direct user. In this case, you need to create at least one ad campaign in the web-interface and try logging in again.

• You may have set up restrictions regarding which IP-address you can access Commander from. You can change the settings on the Direct API access management page under the Parameters tab in the Permitted IP addresses field.

If the error persists, please contact Support using the form below.

If you get the error message "Cannot connect to authorization server" when trying to log in to Commander, follow the recommendations below.

• If you're using a Windows OS, check whether you are permitted to set up secured connections in Internet Explorer:

  • IE 11, 10, 9
  • IE 8, 7, 6

  1. Click (Service) → Internet Options in the upper right corner.
  2. Go to the Advanced tab in the settings window.
  3. In the Parameters block, the box next to TLS 1.0 should be checked.

  1. Click Service → Internet Options in the tools panel.
  2. Go to the Advanced tab in the settings window.
  3. In the Parameters block, the box next to TLS 1.0 should be checked.

• Check your Direct API access: go to https://api.direct.yandex.ru in Internet Explorer (for Windows users) or Safari (for Mac OS users). The word "hello" should appear on the screen. If nothing appears on the screen it's possible that an antivirus, firewall, or security certificate is blocking Commander. Check the program settings and try logging in again.

If the error persists, please contact Support using the form below.