Troubleshoot a common XXLink connection issue
Check the account and local network first, then refresh client data, try another available service region, and restart the client. Record only non-sensitive details if support is needed.
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Check the account before the route
Confirm that the account can sign in on the product site and review the current plan state. If the client shows stale account or usage information, refresh its data before changing device or network settings.
An unavailable plan or an incomplete account state cannot be corrected by repeatedly switching service regions.
Use a fixed order
- Confirm that the device can reach an ordinary website without the XXLink connection.
- Refresh the client account state and available service regions.
- Select another region that the client currently lists as available.
- Stop and restart the connection, then restart the client if needed.
- Check the official download page for a current supported client version.
Separate one destination from the whole connection
If ordinary destinations work but one website or application does not, the issue may be limited to that destination, its policy, or its current network path. Do not assume that one failed destination proves the entire client is offline.
XXLink cannot guarantee availability or account outcomes for a third-party service. Do not follow instructions that ask you to evade identity checks, account limits, or service controls.
Contact support safely
Provide the device platform, operating-system version, client version, approximate time, selected region label, and a short description of what worked and what failed. A screenshot should be cropped to remove unrelated personal information.
Never send a password, session token, cookie, full access material, payment credential, or private account record. Support may ask for additional non-sensitive context after reviewing the first report.