Section: Errors and diagnostics · Entire Knowledge Base
Table of Contents
Fix a series, not a single numberCompare without HappExclude background processesCompare the second networkCompare another recordCheck Losses and BreaksHow to collect useful dataIf it doesn't helpFix a series, not a single number
Record at least several consecutive results with the same method of validation. Specify the time, device, network type, Happ version, and selected entry. During the series, do not move the device around the apartment or start background downloads.
A single bad result can be accidental. The repeated large difference between the measurements already gives reason to continue the diagnosis.
Compare without Happ
Turn off the app and repeat the same series. If the speed without Happ also changes a lot, check your Wi-Fi, mobile network, channel load, and device first. Happ cannot make the original connection more stable.
If you're using Wi-Fi, compare the signal strength in one place and, if possible, temporarily use a wired connection on your computer. Do not change router settings without a backup.
Exclude background processes
Stop cloud syncing, system updates, app store downloads, and backups. Check other devices on the same network: the TV or game console may be actively using the channel.
After stopping the load, repeat both series without Happ and with Happ. If the spread has decreased in both cases, the cause is not localized in the app.
Compare the second network
Leave the same record and switch to an independent network. For a phone, it can be a comparison of Wi-Fi and mobile data; for a computer, a different Wi-Fi network. Perform the same series of measurements.
If the instability is only observed via Wi-Fi, use the material "Happ works over a mobile network, but not over Wi-Fi". Do not change servers at the same time as you change your network.
Compare another record
Go back to the source network and check the second available record. If the problem applies to only one option, temporarily use the other and save the results. If the entire list behaves the same, continue to check the network, mode, and device.
High ping and unstable speeds are different symptoms. For delay, use separate instruction, and for a consistently low result, the material About Slow Speed.
Check Losses and Breaks
If the availability of sites changes along with the speed, playback stops, or the connection drops, record the exact time. Do not claim packet loss without measuring with the right tool.
For the editorial version of the article, the verification method must be reproduced separately on each platform. You can't add commands to custom text that fail the test and can change the system settings.
How to collect useful data
- A series without Happ on the first network.
- A series with one record on the first network.
- The same recording on the second network.
- The second entry on the first network.
- A control test after disabling background downloads.
Such a set shows which condition is associated with the change in the result.
If it doesn't help
Pass to support the measurement table, time, OS and Happ versions, and observed gaps. Hide personal addresses and names if they contain access data. General instructions can be found on the page Support Incidents.
Frequently Asked Questions
Why does the speed jump even without Happ?
Check the source network, Wi-Fi signal, link load, and background processes. First, you need a stable baseline.
Do I need to constantly change the server?
No. For diagnostics, one record is checked in a series, otherwise the results cannot be compared.
Does unstable speed mean server overload?
This cannot be proven by user measurements alone. Compare two networks and multiple records.
Sources
The names of interface items may differ between the versions of the application and the operating system. Check the current version before changing the settings.
Keep the exact error text and device information by hiding your personal information beforehand.
Open supportUpdate history
— the Russian version of the manual has been published, internal navigation, FAQ and structured data have been added.