Troubleshoot viewer connection

Sometimes the viewer won't connect or feels sluggish. This page lists the most common symptoms and the fixes in order from easiest to most involved.

Symptom 1 — Viewer opens but no image

The viewer window appears but the video area stays dark, showing only the Connecting overlay with rotating tips.

Check your internet speed. Aim for at least 10 Mbps download for smooth streaming.

Refresh the dashboard page (F5 or Cmd+R), then open the viewer again.

Sign out, sign back in, and open the viewer from scratch.

Switch to the latest Chrome or Firefox if you're on another browser.

Symptom 2 — Image appears but it's laggy

You can see the cloud phone, but actions feel slow and frames stutter.

Check your network latency (any "ping" tool, or a speed test site). Ping above 150ms causes visible lag.

Disable any VPN or proxy on your computer (this means your computer's VPN, not anything inside the cloud phone) — VPNs add latency.

If the UI lets you choose a region, pick one closer to you.

Close other bandwidth-heavy apps — video streams, torrents, online games.

A wired connection often beats Wi-Fi when it comes to lag.

Symptom 3 — Viewer won't connect (timeout)

The viewer opens, the Connecting overlay shows, then flips to Offline with the hint "Just rebooted or factory reset? Please wait a moment. If it keeps failing, contact support." When the viewer is in this state, a Retry button appears on the overlay so you can re-send the connection request.

Press the Retry button on the overlay to attempt the connection again.

Your home or office network may be blocking the ports the viewer needs. Test on another network.

Hotspot from your phone using mobile data, connect your computer to it, and reopen the viewer. If it works there, the original network is the problem.

Disable browser extensions (especially ad-blockers and privacy extensions) and retry.

Contact support with: your account email, the Session ID (use the copy button next to the session name on the card), the time the issue happened, and the network you were on.

Symptom 4 — Device shows offline or the viewer is stuck on 'connecting'

In My Devices, the card's status badge says Offline instead of Online, or the viewer hangs on its Connecting overlay forever without showing a picture.

Wait 1–2 minutes. The device may be auto-restarting.

If it's still offline, click the Power icon on the device card on My Devices — it sits between the Clock (Extend) icon and the Share icon; its tooltip is Reboot. A confirmation modal appears with the note "Restart device remotely. Use when experiencing connection issues or device offline. If the problem persists, please contact admin." Click Confirm.

After confirming, a Reboot Results modal tells you whether the command succeeded, the session was invalid (expired), or the server returned an error.

Wait 1–2 minutes for the reboot. When the card flips back to Online, reopen the viewer with the Eye icon.

Still no luck — contact support with the Session ID (copy button next to the session name) and the time you noticed the issue.

To reboot several devices at once, tick multiple cards → open the Actions menu → choose Reboot. The system fires them in parallel and reports the per-device result inside the same result modal.

The viewer needs a browser that supports real-time video (WebRTC). Very old browsers (IE11, ancient Chrome builds) won't run it — please update to the latest version.

Prevention tips

Use the latest Chrome or Firefox when you're doing serious work.
Close heavy tabs before opening the viewer.
Prefer a wired connection or 5GHz Wi-Fi for smooth control.
Aim for at least 10 Mbps download bandwidth for smooth streaming.
If you run multiple viewers, make sure your computer has at least 8 GB of RAM.