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Common Issues

This page is written for end users. It follows a simple pattern: what you see and what you can do next.

  1. Check Nodes: source and target devices are online.
  2. Check ACLs: subject, target, and port match your request.
  3. If subnet access is involved, check Routers.
  4. For latency/disconnects, then check Derper.

1. Access denied by ACL​

What you may see:

  • Permission denied errors
  • Device is online but connection still fails
  • One user works but another user is denied

What you can do:

  1. In ACLs, confirm subject is your current account or user group.
  2. Confirm target device is correct (not an old or similarly named node).
  3. Confirm protocol and port are correct (SSH 22, HTTPS 443, RDP 3389).
  4. If ACL was just changed, wait a few seconds and retry.

2. Device shows offline or cannot connect​

What you may see:

  • Target device offline in Nodes
  • Device briefly comes online then drops
  • Repeated connection timeout

What you can do:

  1. On the target device, confirm client is signed in and not manually disconnected.
  2. Refresh Nodes and verify you selected the correct device name.
  3. Retry under another network path (for example Wi-Fi vs wired).
  4. If still offline, restart the target-side client and retry.

3. Subnet resources unreachable (subnet scenarios only)​

What you may see:

  • You can reach the gateway node itself, but not devices behind it
  • Subnet IP connections fail

What you can do:

  1. In Routers, confirm subnet route is approved.
  2. Verify subnet range is correct and not overlapping.
  3. Retry access to the subnet resource.

4. High latency or intermittent disconnects​

What you may see:

  • Laggy remote desktop
  • Occasional SSH drops
  • Session quality changes over time

What you can do:

  1. Confirm whether it happens mostly during network peak hours.
  2. Free shared relay is enabled by default for all users.
  3. If you need better latency/stability, use dedicated relay in Derper.
  4. If you need custom boundaries, configure user-managed relay in Derper.

5. Higher-than-expected client usage or disruptions​

What you may see:

  • Higher CPU/memory usage than expected
  • Frequent popups or interruption feeling

What you can do:

  1. Keep client running in background; avoid repeated manual reconnect loops.
  2. Close unnecessary foreground windows and duplicated sessions.
  3. In Settings, enable quieter runtime behavior (such as minimize to tray).

6. User-managed relay unavailable (user-managed relay only)​

What you may see:

  • User-managed relay node unreachable
  • Connection quality gets worse after relay change

What you can do:

  1. In Derper, verify hostName, ipv4, derpport, and stunport.
  2. Temporarily switch back to default free relay and re-test.
  3. After baseline recovery, re-check user-managed relay config item by item.

When to contact support​

If the issue remains, share these details for faster help:

  • Time of issue
  • Your account and tenant name
  • Source and target device names
  • Protocol and port
  • Steps you already tried