Troubleshooting
The app will not connect
"VPN permission is required." The operating system has to allow the app to route traffic. Enable it in system Settings — the app cannot do it for you.
"No internet connection." The phone or laptop itself is offline. This is about your current network, not your vploq.
"Your access has been revoked." Someone removed your access to that vploq. Ask the owner.
"Could not connect." Usually transient. Try again in a moment. If it persists, check the device is powered and its ethernet cable is seated.
The device is not checking in
If the app shows Firmware status unknown or the device never leaves Awaiting first check-in, it is not reaching us. The app reports what it can work out about why:
| What the app says | What it means |
|---|---|
| Check the ethernet cable is plugged in | The device did not get an address from your router |
| Your router may be blocking DNS | It cannot resolve names — some routers filter this |
| Our server is unreachable. Check your firewall settings | Outbound traffic is being blocked |
| Your network is inspecting HTTPS traffic. Try a different network | Something between the device and us is intercepting TLS, which the device refuses to accept |
The last one is common on corporate and school networks. The device is supposed to refuse it: accepting an intercepted connection would mean accepting an impostor.
Setup keeps failing
See set up your vploq for what each activation error means. Retrying is always safe at that stage — nothing has been used up.
If the phone cannot read the device at all, it is worth trying a different phone before concluding the device is at fault: NFC antenna placement varies a lot between handsets.
Still stuck
Preferences → Send feedback opens a message to support from the app. Include what you saw and roughly when — it helps to have the timestamp.
If support asks for device logs, see sending diagnostics.