How to fix common cloud phone issues

Written by Yelena V ( Updated on April 18th, 2026 )

Updated on April 18th, 2026

Cloud phones can sometimes face issues such as trouble starting up or losing connection while in use. Follow these steps to resolve them.

Check your proxy

Select a profile in the list
Click “Check proxy” in the top menu

Use the guide How to test a proxy to learn more.

Update the app

Using outdated versions of the app can lead to bugs or connection drops. Here's how to update:

For the desktop app: stop all profiles, log out of the app and restart it – once you log back in, you'll see the update prompt
For the web version: follow the steps in the article How to check and update the agent version in Multilogin

Download profile components

If your profiles aren’t starting, it might be due to ISP restrictions. Don’t worry, though! You can often fix this by manually downloading the latest cloud phone components.

Nothing helps?

If you still can't launch a profile, send us your proxy details (IP or hostname, port, login, and password) and logs. We’ll investigate and provide the best solution for you!

Logs

Recreate the issue or wait until the error message appears
Archive the logs folder found in these locations:
1. Windows: C:\Users\%username%\mlx
2. macOS: /Users/%username%/mlx
3. Linux: /home/%username%/mlx
Email support at [email protected] with:
1. A clear description of the issue
2. The archived logs folder attached

Common issues

Contact Us