JoyProxy Help

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Errors and connection troubleshooting ​

When extract, API, or page fetch fails, work this list in order.

HTTP status codes ​

407 Proxy Authentication Required

The gateway rejected the handshake. Check in this order:

  1. Password: it must be the proxy password from Users & Whitelist for that network — not the JoyProxy site login password.
  2. Truncated username: for Rotating Proxies, paste the full string from Web generator or API generator. Dropping one character, or editing country/session tags, causes 407.
  3. IP Whitelist: if you intended passwordless access, confirm this public IP is on IP Whitelist for that network. Rotating Proxies still require Username/Password.
  4. Quota: Rotating traffic exhausted, or Static Proxies expired without renewal.
401 Unauthorized / Invalid token

Typical on REST (/v2/extract or /v1/fetch):

  1. Wrong token: extract uses the API token; fetch uses Scraping API Token. Do not send Master User Token on those public collection APIs.
  2. Header shape: Authorization: Bearer <Your_Token> (one space after Bearer).
  3. Already rotated: Rotate token invalidates the old value immediately. Update to the new one.
429 Too Many Requests
  • Extract / login rate limit: a tight loop against extract or login. Back off (1–2 seconds or more between retries).
  • Scraping concurrency: in-flight Web Scraping API jobs exceed the pack cap (Micro is 5). Lower client concurrency or buy a higher pack.
502 / 504 Bad Gateway / Gateway Timeout
  • Target unreachable: the proxy handshake succeeded, but the origin blocked, refused, or is down.
  • Mainland China targets: JoyProxy exits cannot open connections to mainland China domains.
  • One Static node: if Static Proxies return 502, on My Proxies click Change IP for a healthy exit in the same region (no extra charge).
403 Forbidden and Connection Refused
  • 403 Forbidden: usually the target refusing the request, not a dead proxy;
  • Connection Refused: check host/port spelling, HTTP vs SOCKS5, and whether the order is still active.

Connectivity and geo mismatches ​

After I generate and configure, the browser or script has no internet
  1. Where you are: test from outside mainland China (overseas VPS or office). Direct connects from mainland China to the gateway are blocked.
  2. Port and protocol: do not enable SOCKS5 on an HTTP proxy. For Static Proxies, the host:port must be the Entry Point (isp.joyproxy.com:port or dc.joyproxy.com:port style). Never use Dedicated Exit IP.
  3. Raw handshake:
    bash
    curl -x http://USERNAME:PASSWORD@gate.joyproxy.com:9001 https://ipinfo.io
    JSON with a public IP means the tunnel is fine. The remaining bug is the app (Browser Extension or crawler flags).
Exit geo does not match the country/city I bought or generated?

You asked for Los Angeles, US; some IP databases show another city:

  • Database lag: MaxMind GeoIP2, IP2Location, DB-IP, and others update days to weeks apart.
  • JoyProxy routing: we classify with current commercial libraries (MaxMind / IPinfo). Free lookup sites can be stale. Compare several reputable checkers.
Proxy CONNECT aborted or connection closed unexpectedly?

If your client or crawler drops the connection during the handshake, check the following:

  1. Entry Point vs. Exit IP: For Static Proxies, you must connect to the Entry Point (host:port) shown in the console. Never enter the Dedicated Exit IP as the proxy host.
  2. Authentication: Rotating Proxies require the generated proxy username and password. For Static Proxies, ensure your local public IP is added to the IP Whitelist or use valid credentials.
  3. Chained proxy configuration: If JoyProxy is used as a secondary node in a proxy chain, verify that your first-hop proxy has normal internet access and properly forwards HTTP CONNECT or SOCKS5 handshakes.
Windows curl fails with CRYPT_E_REVOCATION_OFFLINE (0x80092013)?

This error occurs when Windows fails to reach the certificate revocation list (CRL) servers for the target domain. It is a local Windows TLS verification failure, not an issue with the proxy tunnel.

  • Add --ssl-no-revoke to bypass the local revocation check:
    bash
    curl --ssl-no-revoke -x http://USERNAME:PASSWORD@ENTRY_HOST:PORT https://ipinfo.io/json
  • If this returns public IP details in JSON, your proxy tunnel is functioning properly.
What if Static Proxies (ISP / Datacenter) are slow, have high latency, or don't meet quality expectations?
  1. Change IP: Go to My Proxies in the console and click New IP on the line. The system will assign a fresh exit IP in the same region, bypassing transient congestion or target-site rate limits on the prior exit.
  2. Verify environment and protocol: Ensure testing is conducted from outside mainland China and test both HTTP and SOCKS5.
  3. Apply for Private Proxies: If standard ISP or Datacenter proxies do not meet your latency or throughput requirements, or if you require ultra-low latency and dedicated bandwidth, please submit a ticket to apply for Private Proxies. Our engineering team will evaluate your requirements and provision dedicated direct-connect resources.

Human support ​

How do I contact human support?
  • Console Tickets: Sign in to the console and click Tickets in the left sidebar to open a support ticket. You can attach error logs, screenshots, and target URLs for technical investigation.
  • Live Chat: Open the chat widget in the bottom-right corner of the website or console. You can also click the ticket button in the top-right corner of the chat window to submit a ticket directly.