In Multilogin, start cloud phone troubleshooting by making sure the app or web agent is up to date. If the issue continues, check the fix that matches what you see.

➡️ Update Multilogin first → then check the proxy, network, components, or display settings if needed.

Use this guide when your cloud phone won’t start, keeps disconnecting, shows a white screen, can’t download components, or looks wrong on Windows.

Make sure Multilogin is up to date

Start here before trying the other fixes.

1. Go to “Account settings”
2. Scroll down to “App info” 
3. Click “Check for updates”

If an update is available, stop all running profiles and click “Update”. Multilogin will install the update and restart.

📖 See How to update desktop app for more details.

Cloud phone won’t start or keeps disconnecting

If Multilogin is up to date, check the proxy assigned to the cloud phone.

1. Select the cloud phone in the mobile profile list
2. Click “Check proxy” in the top menu
3. Review the result
4. Fix or replace the proxy if the check fails
5. Start the cloud phone again

Cloud phones run on remote cloud-hosted Android devices, so the proxy must be reachable from the internet. Local proxy addresses such as 127.0.0.1 or 192.168.x.x won’t work.

📖 For more help, see How to test a proxy.

Cloud phone has a network issue

A white screen or failed component download usually points to a network block on the computer running Multilogin.

1. Stop the phone
2. Switch to another Wi-Fi network or a mobile hotspot
3. Start the cloud phone again.

📖 See How to fix issues caused by antivirus or VPNs and download the latest cloud phone components manually, if needed.

Cloud phone window is cut off or stretched on Windows

Sometimes the cloud phone window may look cut off, stretched, or incomplete. This can happen on Windows devices with ultra-wide screens or custom display scaling.

To fix it, set the font size in Windows to 100%:

1. Stop your cloud phone and close Multilogin
2. Go to “Accessibility” → “Text size” in Windows settings
3. Set text size to 100%
4. Go to “System” → “Display” in Windows settings
5. Check that display scaling is also set to 100%, if available
6. Restart Multilogin and start the cloud phone again

This helps the cloud phone window render correctly.

Nothing helps?

If you still can't start a profile, send your proxy details and logs to support. Include your proxy IP or hostname, port, login, and password so the team can investigate the issue and help you faster.