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Troubleshooting

Here we have tried to collect all possible issues that our users have encountered and describe their solutions. Most problems are related to network issues or user environment.

tip

Many errors and problems may already be fixed in the latest version of the client, so before diagnosing or asking for help from us or the community, make sure you have the latest version of the client installed. Update instructions are available here.

Self-diagnosis of network availability​

If you encounter errors when creating a tunnel, run the tuna diagnose command to get diagnostic information. The report will help you better understand where exactly the problem is.

Please wait, testing connectivity...

TLS connectivity:
  Google.com: ok [1.46189625s]
  Yandex.ru: ok [1.246520375s]
  tuna API: ok [1.484186875s]
  tuna NL location: ok [739.467083ms]
  tuna RU location: ok [597.777167ms]
TCP connectivity:
  tuna NL location: ok [75.757708ms]
  tuna RU location: ok [34.079541ms]

As a rule, tuna uses port 443 to connect to nodes when creating a tunnel. If the TCP connectivity checks fail, check if there is a firewall that may be restricting connections.

Common errors​

Tunnel already active​

ERRO[09:01:09] Failed to get connection settings: Tunnel already active
  Code: BadRequest
  Request ID: 2008cc71bdf725853748bb91d69c4669, retrying in 1s
ERRO[09:01:10] Failed to get connection settings: Tunnel already active
  Code: BadRequest
  Request ID: 0118213a8f8d341f002ec30ee1499768, retrying in 2s
ERRO[09:01:12] Failed to get connection settings: Tunnel already active
  Code: BadRequest
  Request ID: 608d043eb16376a619b671eb0d33dc0b, retrying in 4s

The error Tunnel already active means that the tunnel already exists, it may be stuck, or running somewhere in the background. The easiest way to solve the problem is to delete the stuck tunnel in the tunnel management panel. The problem may occur when a connection was interrupted and our server could not correctly track it. We are working to prevent this behavior in the future.

Tunnel limit reached​

If you see the error Tunnel limit reached, although you know that this is not actually the case, it may also mean that there is a stuck active tunnel. As with the previous error, the way to solve the problem is to delete the stuck tunnel in the tunnel management panel.

VPN​

A lot of strange behavior occurs when working through VPN or if you frequently connect/disconnect from it. Unfortunately, there is no universal solution here, as it all depends on the specific operating system or VPN client. We can recommend excluding routing to Tuna resources through VPN if your client allows it. Exclude requests to the IP api.tuna.am and nodes.