If you're seeing repeated login failures, SSL errors, or "no connection" messages across our apps or website — even though your network is working normally — please help us diagnose the problem by running our debug tool and sharing the results.
Common symptoms
You may be affected if you see any of the following:
-
ERR_SSL_PROTOCOL_ERROR— shown in the app or in a web browser. - In-app features are unavailable — e.g., ToneCloud, AI features, or the Music page fails to load or returns errors.
- Cannot reach the Help Center or the Positive Grid website — pages don't load, or you see "web page is down" / SSL warnings.
Send us your diagnostic report
While the problem is happening, please gather the following information and send it to us:
1. Run our online debug tool
Open the following URL on the same device and network that's failing:
Copy the output of the report.
2. Try mobile data instead of Wi-Fi
Turn off Wi-Fi, enable LTE / 5G, then repeat the failing action. Note the result (works / same error / different error).
3. Note your device model and OS version
For example:
- Samsung Galaxy S23+, Android 16
- iPhone 15 Pro, iOS 18.5
Submit everything to Support
Once you have the debug report, the mobile-data test result, and your device details, please submit them here:
This information helps us determine whether the problem is network-, device-, or account-related — so we can fix it faster.