# 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**"Your access has been revoked."** Someone removed your access to that vploq.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](/setup/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](/using/your-device).