Troubleshooting

Each page here starts from what you see, lists the likely causes, and walks you through the checks in order. Most problems are fixed with the first two or three steps. Every page ends with what to collect before you contact IZT.

Sessions

• Fix a Support code that does not work: the join page or the support tool refuses the code, or says it expired.
• Fix a Blink agent that will not connect: the support tool stays on Connecting…, or an Access device shows as offline.
• Fix a black screen or missing video: the viewer opens but shows nothing, or the picture freezes.
• Fix missing Mac permissions: you cannot see or control a Mac, or permissions stopped working after a new download.
• Fix slow or choppy video: the picture lags, stutters or looks blurry.
• Fix audio problems: no sound from the remote computer, or it sounds wrong.

Viewer tools

• Fix failed file transfers: files do not arrive in either direction.
• Fix a terminal that will not open: the Terminal button is missing, greyed out, or the terminal closes straight away.
• Fix chat problems: the Chat button is missing or greyed out, a message is not sent, or a secret cannot be sent or revealed.
• Fix Blink View problems: the customer’s code, camera or phone browser does not work, or the Blink View button is missing.

Console and instance

• Fix a browser certificate warning: your browser says the connection to your Blink address is not private.
• Get back into the console: forgotten password, lost authenticator, locked or banned address.
• Fix a block by an IP or country rule: “not allowed from this network”, or an Access device blocked by IP rule.
• Fix license expiry and renewal problems: what an expired license stops, and how to renew.

Getting help

• Collect logs for IZT support: where Blink keeps its logs and what to send IZT.
• Turn on diagnostic mode: record more detail from every session and device for a limited time.
• Send diagnostics to IZT Support: send your server’s logs and settings to IZT in one step and get a reference code.

Tip

Can’t find your problem here? Ask the AI assistant, or contact IZT and send diagnostics.