Troubleshooting
The app will not connect
"VPN permission is required. Open Settings to enable it." 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"Your access to this vploq has been revoked." The owner removed your access to that device. Ask them to restore it, or restore it yourself if you are the owner.
"Couldn't connect. Please try again in a moment." Usually transient. Try again shortly. If it persists, check the device is powered and its ethernet cable is seated.
The device is not checking in
If the app shows Awaiting first check-in long after setup, or Firmware status unknown, the device is not reaching us. When a firmware update fails to reach it, the app names the most likely reason:
| 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 the connection, 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.
On a phone, when a device seems unreachable you can also use Scan device status on the device screen to read its state over NFC, with no internet needed on either side.
Setup keeps failing
See set up your vploq for what each activation message means. Most are safe to retry, and each attempt starts fresh. Two are not: a device reported lost or one whose identity is no longer valid must go to support rather than a retry.
If the phone cannot read the device over NFC at all, try a different phone before concluding the device is at fault, because NFC antenna placement varies a lot between handsets. You can also let the app fall back to setting the device up over your home Wi-Fi.
Still stuck
Preferences → Send feedback opens a message to support from the app. Include what you saw and roughly when, because the timestamp helps.
If support asks for device logs, see sending diagnostics. You can also reach the team at support@vploq.com.