Connection Issues

Diagnose and fix network connectivity problems

Can’t connect to Vrex? This guide helps you diagnose and resolve common network issues.

Quick Checks

Before diving deep, verify:

• Internet connection works (try opening google.com)
• You’re using the correct login credentials
• Vrex isn’t down (check status.vrex.no)
• Your subscription is active

Common Error Messages

“Cannot check access”

Cause: Vrex can’t reach the API server.

Solutions:

1. Check if you’re behind a proxy → Proxy Configuration
2. Verify firewall allows api.vrex.no
3. Run the diagnostic script below

“Authentication failed”

Cause: Login servers unreachable or credentials wrong.

Solutions:

1. Verify email/password are correct
2. Check if auth0.com is blocked
3. Try resetting your password
4. For SSO users: verify IdP is accessible

“Model failed to load”

Cause: CDN or storage blocked.

Solutions:

1. Allow cloudfront.net in firewall
2. Allow amazonaws.com in firewall
3. Check if SSL inspection is interfering

“Connection timed out”

Cause: Network too slow or blocked.

Solutions:

1. Check network speed (need 50+ Mbps for streaming)
2. Switch to wired connection if on Wi-Fi
3. Verify no bandwidth throttling

Diagnostic Script

Run this PowerShell script to test all endpoints:

# Vrex Connectivity Test
Write-Host "=== Vrex Connectivity Diagnostic ===" -ForegroundColor Cyan
Write-Host ""

# Check proxy settings
Write-Host "1. Proxy Configuration:" -ForegroundColor Yellow
netsh winhttp show proxy
Write-Host ""

# Test endpoints
$endpoints = @{
    "API Server" = "https://api.vrex.no"
    "Auth Server" = "https://vrex.eu.auth0.com"
    "CDN" = "https://d1234567890.cloudfront.net"
    "Updates" = "https://vrex-releases.s3.eu-north-1.amazonaws.com"
}

Write-Host "2. Endpoint Tests:" -ForegroundColor Yellow
foreach ($name in $endpoints.Keys) {
    $url = $endpoints[$name]
    try {
        $stopwatch = [System.Diagnostics.Stopwatch]::StartNew()
        $response = Invoke-WebRequest -Uri $url -UseBasicParsing -TimeoutSec 10 -ErrorAction Stop
        $stopwatch.Stop()
        $time = $stopwatch.ElapsedMilliseconds
        Write-Host "   ✓ $name - OK (${time}ms)" -ForegroundColor Green
    } catch {
        Write-Host "   ✗ $name - FAILED" -ForegroundColor Red
        Write-Host "     URL: $url" -ForegroundColor Gray
        Write-Host "     Error: $($_.Exception.Message)" -ForegroundColor Yellow
    }
}

Write-Host ""
Write-Host "3. DNS Resolution:" -ForegroundColor Yellow
$domains = @("api.vrex.no", "vrex.eu.auth0.com")
foreach ($domain in $domains) {
    try {
        $ip = [System.Net.Dns]::GetHostAddresses($domain)[0].IPAddressToString
        Write-Host "   ✓ $domain → $ip" -ForegroundColor Green
    } catch {
        Write-Host "   ✗ $domain - DNS failed" -ForegroundColor Red
    }
}

Write-Host ""
Write-Host "=== End of Diagnostic ===" -ForegroundColor Cyan

Step-by-Step Troubleshooting

Step 1: Test Basic Connectivity

Test-NetConnection -ComputerName api.vrex.no -Port 443

If this fails:

• Check firewall rules
• Verify DNS resolution
• Contact IT for network access

Step 2: Check Proxy

netsh winhttp show proxy

If “Direct access” but using a proxy:

• Configure WinHTTP proxy → Proxy Configuration

If proxy is set but wrong:

• Update to correct proxy settings

Step 3: Test Authentication

1. Open browser to https://vrex.eu.auth0.com
2. Should load without errors
3. If blocked, IT needs to allow auth0.com

Step 4: Test CDN Access

1. Try loading: https://cdn.vrex.no
2. Should redirect or show a page
3. If blocked, IT needs to allow cloudfront.net

Step 5: Check SSL/TLS

Look for certificate errors:

[Net.ServicePointManager]::SecurityProtocol = [Net.SecurityProtocolType]::Tls12
Invoke-WebRequest -Uri "https://api.vrex.no" -UseBasicParsing

If certificate errors:

• SSL inspection may be interfering
• Proxy root cert may not be trusted
• See Proxy Configuration

Network Requirements Summary

Still Having Issues?

If diagnostics pass but Vrex still won’t connect:

1. Collect logs
2. Note the exact error message
3. Record when the issue started
4. Email support@vrex.no with all details

Include:

• Diagnostic script output
• Log files
• Screenshots of errors
• Network configuration details