Troubleshooting

Unable to access a Resource

The following are possible reasons that you cannot access a Resource you expect to be able to access via Twingate. They are sorted from most to least common based on our experience.

  1. Verify that your device's DNS configuration. If you are attempting to access a Resource using its name, and you have verified that you are authorized to access the Resource in Twingate, then you may be overriding DNS with a local hosts file. If present, remove any entries in your local hosts file that refer to the Resource. Windows users can find this file at c:\windows\system32\drivers\etc\hosts and MacOS users can find this file at /etc/hosts.

  2. Verify that your device is not blocked from outbound Internet access to our service. For client connections to Twingate to succeed, access must be allowed to customer.twingate.com where customer is your tenant name, and the full range of Google Cloud Provider external IP addresses, available here. Note that this list is updated by Google from time to time (context here).

  3. Verify that the destination Resource is available. If none of the above steps are successful, it's possible that the destination service is not running or the host is shutdown or offline.

If none of the above steps do not resolve your issue, please collect detailed logs (instructions below and contact us.

Collecting detailed logs

If you need to contact us about an issue you're having with the Twingate client on your device, please send us the logs, which will help us diagnose any problems you may be having. Platform-specific instructions are below:

macOS

  • Click on the Twingate icon in the menu bar, and select More > Troubleshoot > Share with Developer...

Windows

  • Click on the Twingate icon in the taskbar, and select More > Troubleshoot > Share with Developer...

Linux

  • From the terminal run sudo twingate report, which will generate a ZIP file with diagnostic information in the working directory.

iOS

  • Within the Twingate app, tap on the Settings gear icon at top right and tap "Share Diagnostics".

Android & ChromeOS

  • Within the Twingate app, top of the Settings "burger" icon at top left, and under Advanced, tap "Share Logs with developer".

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