Troubleshooting

A site still won't open

  • Make sure TYO Reach is switched on in the client app.
  • Confirm you're using the browser TYO Reach is set up for — other browsers aren't routed.
  • Reload the page after switching on; some sites cache the previous result.

The app won't switch on

  • Check you're signed in and your plan is active on your dashboard.

Microsoft sign-in fails (error AADSTS5000611)

If you sign in to a Microsoft work or school account in Chrome or Edge with Reach switched on, you may see:

AADSTS5000611: Symmetric Key Derivation Function version 'KDFV1' is invalid.

This isn't a Reach fault. Microsoft's device-based sign-in (Primary Refresh Token SSO) is bound to your device's real network path, so it breaks behind any proxy.

  • Fix — update Reach. Version 1.9.41 or newer automatically routes Microsoft's login endpoints direct (bypassing the gateway) in normal regions, which resolves the error. Grab the latest from the Download page.
  • In China and other restricted regions, Microsoft's login servers are blocked locally, so Reach deliberately keeps routing them through the gateway — otherwise sign-in couldn't reach Microsoft at all. On an Entra-joined Windows device using Chrome or Edge there, PRT sign-in may still fail. Workaround: use Firefox for the Microsoft sign-in. Firefox doesn't use Windows PRT SSO, so it signs in fine even through the proxy.

My data isn't counting / I hit the limit early

  • Usage updates in the client app and on your dashboard; see Managing your data.
  • Remember allowances reset on the 1st of the month and don't roll over.

On a managed or locked-down Windows device

Endpoint protection software can interfere with the installer, browser launch, and clipboard — all of which TYO Reach has fallbacks for.

  • Setup.exe won't run — right-click → Run as administrator, or ask IT to whitelist it.
  • Browser doesn't open when you click Sign in — Ctrl+Click the sign-in tray item to switch to poll mode, which doesn't require the browser to open at all.
  • Pasted login link is empty — the clipboard may be blocked. Check %TEMP%\reach-login.txt; Notepad opens automatically with the URL when clipboard writes fail.
  • Login hangs indefinitely — switch to poll mode. Default mode waits for a browser callback on localhost; poll mode uses the server instead.

Full step-by-step guide: Managed Windows devices.

Still stuck?

Get in touch and we'll help.