Troubleshooting

Pick the symptom that matches what you're seeing. Each page explains what the message means and lists the fixes in the order that solves it most often.

Browsing and connecting

• A site still won't open — Reach is on but a routed page won't load.
• The app won't switch on — the toggle won't stay on, or the tray says you're signed out.
• "TYO Reach gateway unavailable" / connected but no internet — routed pages show an error page or spin forever.
• Can't connect from mainland China — sign-in, region choice and connection modes behind the Great Firewall.

Sign-in and accounts

• Microsoft sign-in fails with AADSTS5000611 — "Symmetric Key Derivation Function version 'KDFV1' is invalid".
• Installing or signing in on a managed Windows device — Setup.exe blocked, browser won't open, login hangs.
• My data isn't counting / I hit the limit early — usage, resets and limited mode.

Remote access

• RDP: "This computer can't connect to the remote computer" (0x904 / 0x7)
• A shared Mac rejects the VNC password from Linux or Windows
• "no such session" or a session won't attach

Linux

• The tray icon doesn't appear on Linux

Still stuck?

Get in touch and we'll help — include your platform, Reach version (tray menu → the version line) and the exact message you see.