# 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**"Your access to this vploq has been revoked."** The owner removed your access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](/teams/managing-teams#the-member-lifecycle)
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](/setup/set-up-your-vploq#if-activation-does-not-work)
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**no longer valid** must go to support rather than a retry.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](/using/your-device#sending-diagnostics). You can also
reach the team at [support@vploq.com](mailto:support@vploq.com).