Errors and connection troubleshooting

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

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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 / Custom 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.

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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 (us-ca.edge.joyproxy.com:10001 style). Never use Dedicated Exit IP.
3. Raw handshake:

   curl -x http://USERNAME:[email protected]: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.

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Human support

If this list does not fix it:

1. Live Chat (bottom-right):
   • Pre-sales, a live connectivity question, missing activation mail.
   • Give registration email, network type (for example Rotating Residential), and a screenshot.
2. Tickets:
   • Billing, refunds, hard technical cases, enterprise contracts.
   • Attach:
     • Order ID;
     • Full error screenshot or terminal output (including curl status);
     • Target URL;
     • Client proxy summary (redact the password).