¶ Q: I need something urgent. Can you help me troubleshoot the connection problem?
Deer customer service hours are from 9 am to 9 pm. If you need to use Deer VPN urgently, you can use the troubleshooting steps to try to solve the problem yourself!
https://help.deardeernetworks.com/en/qna/android/android-trouble-clearing
¶ Q: I need help from an engineer to troubleshoot the issue
Send a private message to customer service through the FB fan group or email: support@deardeeronline.com and provide the following information:
- Deer account Email
- Screenshot of v2rayNG homepage
¶ Q: Line not working? Can’t access the Internet after renewing or changing the package?
Please refresh the App subscription list regularly
¶ Q：The package information is out of date/the program cannot be connected. How to refresh the subscription?
Please refer to the v2rayNG refresh subscription tutorial to refresh the subscription.
Android refresh subscription tutorial
¶ Q: Unable to refresh subscription
Please press Refresh the tutorial operation. Please close the VPN connection before refreshing.
After refreshing, confirm whether the [Refresh Time] has been updated. If it is updated, the refresh is successful.
https://help.deardeernetworks.com/en/installation/android-refresh
If you still cannot refresh the subscription, please confirm whether the new subscription link has been enabled (marked [green]) in your subscription group settings. For subscription links that are not marked green, please click once to transition to green status before refreshing the subscription. This ensures that the subscription link is properly enabled and working.
¶ Q: How to synchronize the time?
In Android devices, the time synchronization feature is enabled by default, so no settings need to be adjusted.
If you suspect there is a time discrepancy, you can go to "Settings" -> "System & updates" -> "Date & time," then toggle off the "Automatic date & time" option and turn it back on to synchronize the time.
¶ Q: TV boxes and old mobile phones cannot connect
The current version can correctly support Android 8 or above
Android 7.1.1 or above requires additional settings: click on the menu in the upper left corner → Settings → Check AllowInsecure
Android 7.1 or below is not supported, please upgrade the system or replace the device.
¶ Q：Mainland China's Android/Huawei Hongmeng devices display v2rayNG as an illegal/high-risk program and v2rayNG cannot be installed.
1. Find the [Security] or [Privacy] option in the device's [Settings] and turn on [Allow application installation from unknown sources]. For Hongmeng 3/4 system devices, please turn off pure mode from the settings.
2. It is recommended that you choose non-mainland China's Android devices.