How to Ask for Help With a Connection Problem (and Actually Get It)

• Write down the environment
• Reproduce exactly one action
• Pick the right log
• Clean it before you share it
• Send the minimum

“It doesn’t work” is the hardest support message to answer. The fastest fixes come from reports that let someone else reproduce one specific failure.

§Write down the environment

Device and OS version, client name and version, connection type (home Wi-Fi, mobile data, office network), and the time the problem happened including time zone. That last one matters because logs are timestamped.

§Reproduce exactly one action

Pick a single failing action — “opening example.com in Chrome” — and do it once with logging at info or debug level. A ten-minute log of everything is noise; thirty seconds around one attempt is signal.

§Pick the right log

The client UI log shows rule matches and connection errors. The core log shows handshake and TLS failures. The system log shows permission or TUN driver problems. Say which one you are sending.

§Clean it before you share it

Remove subscription URLs, tokens, UUIDs and passwords, server hostnames if you consider them private, and your own public IP. Replace them with placeholders like <SUB_URL> so the structure stays readable.

§Send the minimum

Environment, the one action, what you expected, what happened, and the trimmed log. That’s it.

Our longer guide includes where each client keeps its logs:
https://roxi.cc/loghelp26.html

Written by the small team behind Roxi.