INCY is not connecting: what to check

No servers in INCY

1. Look at the banner and the lines in the list. The service sends INCY an announcement — a banner of up to 5 lines on the main screen — and sends lines with the reason instead of servers when the term has ended, traffic has run out or the device limit is exceeded.
2. Check the subscription card. INCY shows the term and remaining traffic on the main screen if the service sends them. Zero remaining or a past date — renew with the service.
3. Refresh the subscription. If the service deleted the subscription, INCY stops refreshing it — you need a new link from the service.
4. Compare Wi-Fi and mobile data. A service can set up different servers for different networks. If the list is empty on mobile but not on Wi-Fi, that is how the service has set it up — ask its support.

If only some of the subscription's servers are missing, they are servers on ssr://, tuic:// or hysteria:// version one: INCY does not connect to them.

The subscription doesn't refresh

• The network won't let you reach the subscription server. Switch from Wi-Fi to mobile data or the other way round and refresh again. If the service has set up backup subscription addresses, INCY tries them itself when the main one does not respond.
• A wrong date and time on the device breaks the secure connection to the subscription server. Turn on automatic time.
• The tunnel is up, but the server is down. The refresh goes through a broken tunnel and fails. Disconnect, refresh, connect again.

Servers are listed, but it won't connect

1. Pick another server, then another country. One country fails and another works — the provider has blocked the IP of that specific server. Report it to the service's support.
2. No server works. Check the internet without VPN and switch networks. Protocol blocking and whitelists on mobile internet are covered in VPN not working.
3. A WireGuard server. INCY supports WireGuard, but TSPU recognises this protocol by the look of its packets and cuts the connections. If the subscription has VLESS servers, pick those.
4. iPhone, iPad, Mac. The system asks you to allow a VPN configuration on the first connection. Declined — delete the INCY configuration in Settings → General → VPN & Device Management → VPN and connect again. An active profile of another VPN also gets in the way.
5. Update INCY to the latest version. On Android — from Google Play or from the INCY-DEV releases on GitHub.
6. A computer. The developer calls the Windows, macOS and Linux versions pre-alpha. If INCY on a computer won't connect while the same subscription works on a phone, report it to the developer at feedback.incy.cc.

Timeout when checking

A timeout means the server did not respond to the check in the allotted time.

• A timeout on one server — the server is unavailable. Pick another.
• A timeout on all servers — the problem is the network: the tunnel does not get through the provider, or the internet is down altogether.
• A timeout when refreshing the subscription — it is not the VPN server that is not responding but the subscription server. Switch networks and refresh again.

“Connected”, but the internet doesn't work

1. Pick another server in the same country, then another country. It works — the provider is restricting that specific server.
2. Check the date and time on the device.
3. Check the routing profile. A profile sets which traffic goes through the tunnel, which goes direct and which is blocked. If you turned on a profile of your own, switch to the service's profile.
4. Check DNS. INCY uses separate DNS for foreign and Russian addresses. If you changed the DNS servers in settings, restore the defaults.
5. Turn off the VPN and check the internet without it. No internet without VPN either — the network is the cause.

The internet went out completely when the VPN disconnected or dropped — the kill switch kicked in: INCY blocks traffic until the tunnel is back up, so nothing leaks around it. Connect again or turn off the kill switch in settings.

One site or app doesn't work

• The site restricts foreign IPs. Some Russian sites do not open from a foreign IP. The service's routing sends their traffic outside the VPN tunnel — if this site is not covered by the rules, send its address to the service's support.
• The site is closed to data-centre addresses. Pick a server in another country.
• A block rule in the profile. INCY routing profiles can not only route traffic but also block addresses. Check whether the site falls under a block rule in your profile.
• The app is excluded from the tunnel. On Android and computers, INCY lets you choose which apps go through the tunnel or around it. Check which list the app is in.

Does a subscription for Happ work in INCY

Yes, if it is a subscription on VLESS or another Xray protocol: both clients read the same subscription link and connect to the same servers. So a subscription that works in Happ but not in INCY points to INCY's settings — the routing profile, DNS, the kill switch, app selection — rather than to the server. What to check in Happ — in Happ is not connecting.

Slow or dropping

• Distance to the server. The farther the country, the higher the latency. For calls and games, a steady ping matters more than speed.
• Network quality. Weak Wi-Fi and a congested mobile network cut speed regardless of VPN.
• TLS fragmentation. INCY has a setting that splits the start of a secure connection into parts. If you changed its parameters, restore the defaults.
• Drops on iPhone. iOS limits the memory of a network tunnel, and when the limit is exceeded the system closes the tunnel. Regular drops are a reason to write to the service's support with your device model and iOS version.

More on speed — in What VPN speed depends on.

Errors in INCY logs

INCY keeps connection logs in its settings: the Settings tab at the bottom of the screen → Logs. The developer asks for them to be attached to reports about tunnel failures. The Xray core records there the cause the main screen does not show. Connect, wait for the failure and open the logs.

Before sending logs to support, remove the subscription address from them: it gives access to your servers.

What to tell the service's support

• a screenshot of INCY's main screen: the banner, the subscription card, the server list;
• the device, system version and INCY version;
• the network: Wi-Fi or mobile data, the provider, the city;
• the country and server you connected to;
• the time of the failure;
• the error line from INCY's logs; full logs if support asks for them.

The link to the service's support is in the subscription card if the service has provided it. Bugs in the app itself — crashes, freezes, buttons that don't work — the INCY developer accepts only through feedback.incy.cc.

If you use MaskNet

• The server in each location is checked every 20 seconds. If it drops, traffic moves to a backup server in the same location without your involvement.
• The subscription refreshes on its own. Refresh manually if the server list is empty.
• The line “Достигнут максимальный лимит устройств” (maximum device limit reached) means all the places in your plan are taken. Remove an old device in your account and refresh the subscription on the new one.
• To a TV, the subscription is sent from a phone: open INCY on the TV — it shows a QR code. Scan it in INCY on the phone where the MaskNet subscription is already added.
• Support — tickets in your account.

Frequently asked questions