Troubleshooting Cheat Sheet
Category: Support and Troubleshooting | Updated on: 2026-09-14
Use the Symptom → Cause → Resolution table first, then run the three-step self-check if the issue remains.
On this page:
- First, do the three-step triage
- Common Troubleshooting Quick Reference
- Minimal self-check script
- Please attach this information when submitting a work order
First, do the three-step triage
When a problem occurs, first use 30 seconds to determine which layer the problem is in, and then check the corresponding table, which can save a lot of back-and-forth communication time.
- Can the proxy itself be used? Execute at the terminal: curl -x http://username:password@host:port https://api.ip.cc. If it returns a result, it indicates the extraction side is normal, and the problem lies in the client configuration; if it cannot return, continue to step 2.
- Is the network environment normal? Directly execute curl -s api.ip.cc to confirm that the local machine / upstream node can access overseas networks; also record its outbound IP for whitelist verification.
- Are the parameters complete? Try copying and pasting the username or link generated by the dashboard exactly as it is, and then try again. Pay special attention to whether any underscore parameter segments are missing or if there are any extra spaces.
Save these two commands as a script During the troubleshooting phase, a small script that "compares direct connection with proxy exit" can identify 80% of problems on the spot: showing SG on direct connection and DE through the proxy is normal.
Common Troubleshooting Quick Reference
| Phenomenon | Most Likely Cause | Action to Take |
|---|---|---|
| Prompted with no available sub-account / cannot generate during extraction | Sub-account is disabled or has been automatically suspended (no traffic for 30 days) | Go to 'Authentication Account Management' to check status, reactivate, or create a new sub-account. |
| Proxy cannot connect (timeout) | The upstream network is unavailable, the host or port is incorrect, or the local firewall blocks the port | Verify direct Internet access first, check the host and port, and then test HTTP and SOCKS5. |
| Authentication failed (407 / authentication error) | Username or password incomplete, parameter segment truncated, protocol filled incorrectly | Copy the four pieces of information as is; try once with HTTP and once with SOCKS5. |
| Prompt 'Account unavailable' or extraction error | Used a sub-account from another plan (sub-accounts are bound to the plan and cannot be reused across plans) | Go to the 'Authentication Account Management' of the target plan, select / create a sub-account for that plan, then extract again. |
| API returns empty / authentication failed | whitelist not added or upstream IP has changed, app_key was truncated | update the whitelist, or first open the extraction link directly in a browser to verify. |
| The returned IP location does not match the expectation | Region code spelling error, random assignment, third-party library not updated | Re-select from the dropdown and copy; cross-verify using multiple detection sites. |
| The same account behaves abnormally / is restricted in multiple environments | Multiple environments share the same session or the same outbound IP | Regenerate an independent session for each environment and reassign it. |
| Fingerprint browser 'Check Proxy' failed, but terminal is available | Client protocol / parsing differences, client cached old configuration | Switch the protocol to HTTP; after saving, close and reopen the environment. |
| After selecting protocols like SOCKS4 / SSH / HTTPS in the client, you cannot connect | Duckip Proxy only supports HTTP and SOCKS5 | Change the proxy type back to HTTP or SOCKS5 and check again. |
| Still shows local IP after opening environment | Proxy not saved, environment not restarted, direct connection rules exist | Confirm saving and restart the environment; check group / global proxy policies. |
| Some domain names cannot be accessed under SOCKS5 | Local domain name resolution results in unroutable addresses | Switch to HTTP, or let the client resolve remotely (socks5h). |
| Site cannot be opened after cache proxy is enabled / Certificate warning | Certificate not installed in Trusted Root, target site only supports HTTPS | Reinstall the certificate to the 'Trusted Root Certification Authorities'; or disable the cache. |
| Slow speed / Frequent request timeouts | Long regional distance, high concurrency, target site rate limiting | Switch to a closer region; reduce concurrency per IP; use static residential proxies as needed. |
| Traffic is being consumed abnormally fast | No limit set on sub-account, repeated extraction, cache not enabled | Set daily/total limits for sub-accounts; enable cache proxy (if it is a scenario where repeated requests are possible). |
| Want to check usage by business but it doesn't match the accounts | Only looked at the main account summary, did not drill down to the sub-account level | Go to 'Data Statistics', switch to the sub-account level, and verify item by item according to the business affiliation in the sub-account notes. |
| Bit Browser is configured correctly but access is abnormal | Cache proxy is enabled in the dashboard (Bit Browser is not supported when using a cache proxy) | Try again after disabling the cache proxy, or switch to another antidetect browser. |
| Acceleration not working even after enabling cache proxy | Resource type not on the supported list, the two requests are not completely consistent, program not restarted | Check that the supported format list matches the request; restart the calling program after installing the certificate. |
| The certificate has been imported but still shows as untrusted | Installed in the wrong store such as 'Personal', or the program has not been restarted | Re-import and select 'Trusted Root Certification Authorities', then restart the browser/program. |
Example host is not a fixed value
us.duckip.net:1000(dynamic residential proxy) andas.duckip.net:2000(static residential proxy) are documentation examples. Host prefixes vary by region and product. Always use the host and port copied from your dashboard.
Minimal Self-Check Script
# 1) Direct connection output (records country and IP, used for whitelist verification)
curl -s -m 15 https://api.ip.cc
# 2) Access via proxy (replace the four pieces of information with the results generated by the console)
curl -sS -m 25 -x "http://subaccount:subaccount_password@us.duckip.net:1000" https://api.ip.cc
# 3) Only test connectivity, do not print the content (HTTP:000 means not connected)
curl -s -o /dev/null -w "HTTP:%{http_code} time:%{time_total}s\n" -m 25 -x "http://subaccount:subaccount_password@us.duckip.net:1000" https://api.ip.cc| Command Output (Actual Test) | Meaning / Next Step |
|---|---|
Return JSON, containing ip / country_code / asn_type | The connection is normal. Check whether country_code is equal to the target region, and whether asn_type is residential. (Actual test: both direct curl -s api.ip.cc and access via proxy return this structure) |
curl: (56) CONNECT tunnel failed, response 407 | The proxy requires authentication, but the credentials did not pass: check whether the username/password is fully copied (including the parameter segment). (Tested: using placeholder credentials to connect to us.duckip.net:1000 will return this prompt) |
response 612 | The return from a static proxy port when credentials/whitelist do not match; recheck against the four pieces of information. (Tested: placeholder credentials even for as.duckip.net:2000 return 612) |
HTTP:000 (from -w output) | No connection was established. Use in conjunction with the previous error message to distinguish between a “network issue” and an “authentication issue.” |
curl: (5) Unsupported proxy syntax ... Port number was not a decimal number | Passed the four segments host:port:username:password directly to -x; it should be changed to http://username:password@host:port. |
| Self-Check Result | Conclusion |
|---|---|
| Step 1 Failed | There is a problem with the pre-existing network environment, resolve the internet access issue first. |
| Step 1 succeeded, Step 2 failed | The proxy credentials, parameters, or protocol are incorrect; check all four values in the dashboard. |
| Step 2 returned a country that does not match expectations | The region parameter was incorrect, generate a new proxy after reselecting the region. |
| All three steps succeeded, but the client still failed | The problem is with the client configuration (protocol, saved state, direct connection rules, DNS resolution). |
Please include this information when submitting a ticket
To reduce back-and-forth, please provide the following information all at once when contacting customer service (sensitive information can be obfuscated, but please retain the structure and original errors):
| Required | Example / Description |
|---|---|
| Account and Order Number | Used to locate plan and permissions. |
| Problem Phenomenon and Reproduction Steps | When, using what method (username/password / API), accessing what target. |
| Parameters Used (Desensitized) | Host, port, username structure (keep parameter segments, replace password with ***). |
| Complete error information | Error code / original error message, do not just write 'doesn't work'. |
| Key Screenshots | Dashboard page, client errors, terminal command output. |
| Checks already performed | For example, “Direct connection is normal, both HTTP and SOCKS5 have been tried, whitelist has been verified.” |
Do not post the full extraction link on public channels Extracted links contain the app_key. When handing it over to others for assistance, please first change the key or only provide the necessary parts.