Troubleshooting

If the app doesn't behave the way the docs say it should, start here. Most issues fall into one of seven buckets.

Bootstrap stuck on "Downloading Chrome for Testing"

The first-launch Chrome download is ~140 MB. On a slow connection it can take several minutes. If the progress bar has been stuck at the same percentage for over 10 minutes:

• Cancel the install (close the app), reopen, and click Retry. The download is resumable.
• If retry also stalls, your corporate or ISP DNS may be blocking storage.googleapis.com. Confirm with nslookup storage.googleapis.com and try switching to 1.1.1.1.

Sign-up email never arrives

• First, check spam. Resend deliveries are authenticated (SPF + DKIM) but some corporate filters mark first-time senders as bulk.
• The confirmation link expires after 24 hours. If older, click Resend confirmation on the sign-in screen.
• Mailbox +plus aliases work; some catch-all domains drop them silently. If you used one, try a real mailbox first.

MFA enrollment loop

If "Invalid code" persists with a fresh TOTP code, the most likely cause is clock drift. TOTP is time-based and your device clock must be within 30 seconds of UTC. On Windows: Settings → Time & language → Set automatically. Try again.

Proxy "test connection" fails

For auto-managed PlainProxies, run Account → Settings → Test API key first. A failing API key is usually one of: revoked at the provider, wrong tenant, or plan-quota exhausted. Replace from the PlainProxies dashboard.

For manual / BYO proxies (see BYO proxy), Test connection actually opens a TCP / TLS handshake against the gateway. If it times out: usually a wrong port (provider rotated to a different port range) or a firewall blocking outbound on the proxy port from your machine. Try a different port from the provider's docs.

Launch fails with "Identity not validated"

You can't launch a profile until identity validation has passed within the current AUP window. Profile detail → Validate identity → run the validator, click through the AUP if prompted, and re-attempt launch.

See Identity validation for the per-check explanation.

Warmup loops or finishes too fast

Warmup runs 8-12 hours of humanlike browsing, then sets a 48-72 hour calendar-time shelf-age gate. If warmup completes in under 30 minutes, that's a bug — file it via Account → Settings → Send feedback. Don't shortcut the calendar gate. Cluster-signature detection looks at the time between profile creation and first real use; new profiles used immediately get flagged.

If warmup loops forever (same site over and over), look at the run-log in profile detail. Common cause: an extension crashed and the orchestrator is retrying the same step. Kill the launch from the app's run-control, restart warmup, and report the error.

Self-test rule fails

Each rule has a specific diagnostic — see Self-test pipeline. The common ones:

• R7 canvas/audio hash drift — usually a noise-injector RNG seeded with Math.random() instead of the profile id. Open an issue if it persists after a re-validate.
• R9 worker leak — stealth injector not present in worker scope. Confirm the init-script registers on SharedWorker and dedicated workers.
• R4 timezone mismatch — proxy egressed in a different country than declared. Re-validate proxy and retry.

Subscription / billing

• Payment failed — Stripe surfaces the decline reason in Account → Billing → latest invoice. Common: card region mismatch, 3DS challenge expired. Open the Stripe Customer Portal from the Billing tab and update the card.
• Plan downgrade locks profiles — if you drop from Pro to Starter and exceed the new profile cap, existing profiles stay but new launches are denied. Either delete profiles to come under the cap or revert the plan.

Still stuck?

Account → Settings → Send feedback. Include the profile id (visible in profile detail header), the action you were taking, and what happened. Operator reads the queue weekly.

For urgent issues affecting paid subscribers, email support@incogsurf.com — response within 24 hours on business days.