Troubleshooting
Connection and Login Errors: How to Diagnose the Path
A wrong device clock breaks certificate validation and looks like a server outage. Three causes, none of them an outage.
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Three causes, none of them an outage
A connection error looks like the server failed and frequently is not. The device may be unable to resolve a name, the network may be intercepting traffic until you log in, or the clock may be too far from real time for the certificate to validate. Each of those produces the same symptom from a server that is running perfectly.
What the error really means
| Error or symptom | Likely cause | First check |
|---|---|---|
| Name not resolved | A problem with domain lookup | Compare with a known-good site |
| A login page appears unexpectedly | Captive portal on the network | Accept its terms and retry |
| A certificate or security warning | Device clock out of sync | Set the time zone and time automatically |
| Everything fails after a network change | The new network is filtering | Try a different connection |
| Login rejected though the password is right | Token or session expiry | Reload and sign in again |
How to diagnose a connection failure
1.Check whether other sites work
If nothing loads, the problem is the network rather than the app or the server.
2.Look for a captive portal
Public Wi-Fi often holds traffic until you accept terms on a page you may not have seen.
3.Set the clock and time zone to automatic
A clock that is wrong breaks certificate checks, which is why the error looks like a security failure.
4.Try a different connection
A mobile hotspot separates a device problem from a network problem in a single step.
What a connection error is evidence of
Frequently asked questions
Worth knowing: A device clock that is wrong by minutes breaks TLS certificate validation and can make a working server look like an outage.