Technical Troubleshooting FAQ
This page covers technical diagnostics. For commercial, billing-policy, and account questions, use the main TrueProxies FAQ.
Why does a proxy connection fail?
Section titled “Why does a proxy connection fail?”Check the hostname and protocol-specific port, then verify the active subscription, username/password, and IP allowlist. Test a minimal request with cURL before debugging an application framework. See How to Connect.
Why did targeting return an unexpected location?
Section titled “Why did targeting return an unexpected location?”Confirm the selector syntax is supported by the product, then inspect several exits rather than one response. Residential IPv4 supports the documented country and session username forms; city is not a username suffix. Dedicated IPv6 products use the endpoint and placement generated for the subscription.
Why did a sticky session rotate?
Section titled “Why did a sticky session rotate?”Sticky behavior applies only where the product supports it. For Residential IPv4, reuse the exact session identifier within the intended window and make sure retries are not generating a new username. For dedicated IPv6 products, use the behavior shown for the subscription rather than adding Residential IPv4 suffixes.
Why can HTTP work while SOCKS5 fails?
Section titled “Why can HTTP work while SOCKS5 fails?”The answer depends on the product. Residential IPv4 uses plain SOCKS5 on the shared port 1080. Dedicated IPv6 products publish a subscription-specific SOCKS5-over-TLS endpoint, so a plain SOCKS5 client will fail unless you use a supported TLS-capable client or local adapter. See Proxy Protocols.
Why is a purchase not active yet?
Section titled “Why is a purchase not active yet?”Check the invoice and subscription state in the dashboard. Redirect-based payment methods can remain pending until the payment provider confirms them. Do not send production traffic until the subscription is active and credentials are displayed.
What information should I include in a support request?
Section titled “What information should I include in a support request?”Include the product, protocol, target hostname, approximate timestamp, non-secret error text, expected location or session behavior, and a minimal reproducible command. Never include a password or full credential string.