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Support
Deployed kit is covered by a NOC staffed 24 × 7 × 365. Software and app questions go to the support desk.
Before you write in
Check DNS first
A handshake that completes while nothing resolves usually means the client is still using a resolver outside the tunnel. The configuration sets a resolver; confirm the client applied it.
Check the keepalive
Carrier-grade NAT and some hotel networks close idle UDP flows within a minute. A persistent keepalive holds the mapping open.
Authenticate before connecting
Airport, hotel, and venue portals intercept traffic before the tunnel can establish. Clear the portal on the local network first, then bring the tunnel up.
What to include
The breakout location, the client platform and version, whether the handshake completes, and the network you are on. That set resolves most tickets in one exchange.