Diagnostics test your network, configuration, VPN, servers and DNS in one run, and build a report you can send to support. The report shows support exactly what went wrong, so they can help you faster.
For a single problem, start with the guided checks for Can't Connect and Connected, No Internet. They're shorter and suggest fixes.
Run diagnostics
- In Potatso, open Settings and tap Troubleshooting.
- Tap Run Diagnostics at the bottom of the page.
The check starts right away and may take 1–2 minutes. While it runs, Potatso shows the check in progress. The VPN turns off for a few seconds during the check to test your network without it, then reconnects.
Tap Stop to end the check early. The results then end with Diagnostics Stopped.
You can also start from Settings > Send Feedback > Report a Problem. Potatso explains the check first: tap Run Diagnostics to run it, or Skip and Send Feedback to email support without it.
Read the results
When the check finishes, the summary at the top shows one of:
| Summary | What it means |
|---|---|
| No Issues Detected | Every check passed, with no failures or warnings. |
| Warnings Found | No check failed, but some warnings need attention. |
| Issues Found | Some checks failed. The summary counts the failed checks and warnings. |
| Diagnostics Stopped | You stopped the check before it finished. |
Below the summary, the results are grouped by area. Each check has an icon for its result, a title, a message and, for some, technical details. Touch and hold the details to copy them.
Tap Run Again to repeat the check, for example after a fix.
How Potatso ranks causes
The guided checks under Can't Connect and Connected, No Internet lead with one conclusion. When that conclusion doesn't settle the cause, Where the Problem May Be lists up to three areas:
- Your Network
- The Server or Provider
- The Configuration
- Potatso
Each area is marked Most Likely when it's clearly ahead of the others, or Possible. Under each area are the clues that point there and what to try.
Potatso ranks the areas by comparing your servers with each other and with the last time each one worked on this device. For example:
- Every server from one subscription fails, but servers from elsewhere work: the provider.
- Every server using one protocol fails, but servers using other protocols work: Potatso or the network.
- The server's settings changed since it last worked, for example in a subscription update: the configuration.
- Potatso was updated since the server last worked: Potatso.
- The server last worked on another kind of network, such as Wi-Fi instead of mobile data: the network.
Potatso can't see the server's side, so the ranking is a guide, not a certainty.
Send a report
When the check finishes, tap Send Report to Support. Potatso opens an email to support with the summary in its body and a diagnostic report attached as a ZIP file. Describe what happened, then send it.
If your device has no mail account, Potatso opens the share sheet with the report instead, and asks you to send it to support with a description of the problem.
To keep a copy, or send it another way, tap Share Report.
The troubleshooting pages also send reports:
- No, Send Report, under Did This Fix It? after a guided check.
- Send Report on the An App or Site Fails, Slow or Unstable and Keeps Disconnecting pages.
- Other Issues on the Troubleshooting page.
These attach the same diagnostic report, without running the full check.
What a report contains
The report includes recent logs and your configuration. Passwords are removed, and server addresses, the sites you visit, and your IP address are replaced with anonymous IDs.
Contact support
For questions or support, email hi@potatso.com.