Cloud phones may sometimes fail to start or lose connection while you are using them. Try the fixes below one by one to get things working again.

Check your proxy

A broken or unstable proxy is one of the most common reasons cloud phones stop working. Check it first before trying anything else.

1. Select the profile from the list
2. Click “Check proxy” in the top menu
3. Review the result
4. Fix or replace the proxy if needed

For more help, see How to test a proxy.

Update the app

An outdated app version can cause bugs, startup issues, or random disconnects. 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 still do not start, your ISP may be blocking the required files. In this case, manually downloading the latest cloud phone components can help. 

Fix display issues

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 instead of trying to squeeze itself into weird screen math.

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.