> ## Documentation Index
> Fetch the complete documentation index at: https://help.ip2up.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Connection Issues

<Tip>All proxy products of the platform need to be used in an overseas network environment, which requires customers to configure themselves.</Tip>

If you encounter connection issues while using Ip2up residential proxies, you can typically quickly identify the cause by following the steps below. Please check in order to improve troubleshooting efficiency.

## 1. Check Local Network Status

* Confirm the device is connected to the internet (browser can open webpages normally)
* If using a server or remote environment, ensure the network egress is not restricted

## 2. Check Proxy Address and Port

* Ensure the `Proxy IP` and `Port` being used match the package information
* Incorrect proxy address format, closed ports, or extra characters entered will directly cause connection failure

## 3. Check Username and Password (if current proxy requires authentication)

* Static Residential IPs and Unlimited Residential IPs use **username/password sub-accounts** for proxy connection authentication
* Authentication accounts can be viewed or regenerated in the platform
* When copying account credentials, it is recommended to paste them directly to avoid omissions or extra spaces from manual entry

## 4. Check Proxy Protocol Match

Currently, Ip2up residential proxies support:

* `HTTP`
* `SOCKS5`

When using curl or proxy managers, ensure the protocol mode matches the product support. An incorrect protocol mode will prevent handshake connection.

## 5. Check Firewall or Port Restrictions (Server/Cloud Host Environment)

* Servers may block proxy port access by default, requiring manual allowance or port status checking
* It is recommended to use `telnet` or `nc` for port connectivity testing:

```bash theme={null}
telnet PROXY_IP PROXY_PORT
# or
nc -zv PROXY_IP PROXY_PORT
```

## 6. Switch Network Environment for Testing

If the above checks are correct, it is recommended to try:

* Switching to a 4G/5G network
* Changing to another Wi-Fi network
* Restarting the proxy client or terminal

## 7. Use Different Tools to Verify Connection

You can try the following methods to verify if the proxy can connect:

* Proxy managers (Shadowrocket / v2rayNG / Clash / v2rayN, etc.)
* CURL proxy requests
* Browser extensions or local client configurations

## 8. Contact Customer Support for Assistance

If the issue persists, please provide the following information to customer support, and we will assist in troubleshooting:

* Screenshot of the connection failure prompt (if any)
* Proxy package type (Static/Dynamic/Unlimited)
* Proxy IP and Port
* Sub-account used for connection (if applicable)
* Device or server system type (Mac/Windows/CentOS/Ubuntu/Android/iOS)

## 9. Summary of Possible Common Causes

| Possible Cause                                        | Result                            |
| ----------------------------------------------------- | --------------------------------- |
| Network disconnected or egress restricted             | Unable to access the proxy server |
| Incorrect proxy address/port                          | Direct connection failure         |
| Incorrect username/password sub-account or copy error | Authentication failure            |
| Protocol mode mismatch                                | Handshake connection failed       |
| Server port not allowed                               | Blocked or no response            |

## 10. Disclaimer

Ip2up only provides residential proxy egress and authentication connection services and does not participate in the execution logic of user-accessed content. Please ensure proxy usage is legal and compliant, and adhere to third-party platform rules.