Troubleshooting Herd

This guide provides solutions for common issues you might encounter when using the Herd platform. If you can’t find a solution here, please contact our support team for further assistance.

Installation Issues

Extension Won’t Install

Problem: You can’t install the Herd extension in your browser.

Solutions:

• Verify Developer mode is enabled in your browser’s extensions page
• Make sure you’re using a supported browser (Chrome, Edge, Brave)
• Try downloading the extension file again as it might be corrupted
• Check if your browser has restrictions on installing third-party extensions
• Try installing from a different browser profile

Extension Shows as Corrupted

Problem: Your browser shows the Herd extension as corrupted or invalid.

Solutions:

• Re-download the extension package
• Clear your browser cache before installing
• Try extracting the zip file and loading it as an unpacked extension
• Verify that you have the latest version of the extension

Connection Issues

Can’t Connect to Herd Server

Problem: The extension is installed but can’t connect to the Herd server.

Solutions:

• Check your internet connection
• Verify that the registration code is correct and hasn’t expired
• Make sure your firewall isn’t blocking the connection
• Try disabling any VPN or proxy services temporarily
• Check if your organization blocks WebSocket connections

Connection Keeps Dropping

Problem: The connection between your browser and Herd keeps disconnecting.

Solutions:

• Check for network stability issues
• Make sure your computer isn’t going to sleep
• Verify that the browser is allowed to run in the background
• Check if other extensions are conflicting with Herd
• Try connecting using a wired network connection if possible

Remote Control Issues

Black Screen During Remote Control

Problem: You see a black screen when trying to view a remote browser.

Solutions:

• Check if the remote device is in sleep mode or locked
• Refresh the remote control session
• Make sure the remote browser tab is active (not minimized)
• Try restarting the remote browser
• Verify that the remote device has granted screen sharing permissions

High Latency in Remote Control

Problem: There’s significant lag when controlling a remote browser.

Solutions:

• Lower the streaming quality in the remote control settings
• Check network conditions on both ends
• Close unnecessary tabs and applications on both devices
• Make sure no bandwidth-heavy activities are running (like video streaming)
• Try using a wired connection if possible

Input Not Registering

Problem: Mouse clicks or keyboard input aren’t registering on the remote browser.

Solutions:

• Check if you’re in “View Only” mode and switch to “Control” mode
• Try clicking on the remote view area to ensure it has focus
• Refresh the remote control session
• Check if the remote browser is responding to local inputs
• Try restarting the remote control session

Account and Management Issues

Device Not Appearing in Dashboard

Problem: A connected device isn’t showing up in your Herd dashboard.

Solutions:

• Verify the device is properly connected
• Refresh the dashboard page
• Check if the device is registered under a different account
• Make sure the extension is enabled and running
• Try reconnecting the device using a new registration code

Can’t Create New Device Registration

Problem: You’re unable to create a new device registration.

Solutions:

• Check if you’ve reached your plan’s device limit
• Verify that you have the necessary permissions in your account
• Try using a different browser to access the dashboard
• Clear your browser cache and cookies
• Check if your account has any restrictions

Browser Extension Issues

Extension Icon Shows Disconnected

Problem: The Herd extension icon shows as disconnected even though it should be connected.

Solutions:

• Click the icon and try manually reconnecting
• Check your internet connection
• Disable and re-enable the extension
• Restart your browser
• Re-register the device if necessary

Extension Performance Issues

Problem: The browser becomes slow after installing the Herd extension.

Solutions:

• Check if the issue occurs in incognito mode (with only Herd enabled)
• Disable other extensions to check for conflicts
• Monitor your system resources to see if memory usage is high
• Update your browser to the latest version
• Reinstall the Herd extension

System Requirements

If you’re experiencing persistent issues, verify that your system meets these minimum requirements:

• Browser: Chrome 70+, Edge 79+, or Brave 1.0+
• Operating System: Windows 10+, macOS 10.14+, or Ubuntu 18.04+
• RAM: 4GB minimum (8GB recommended)
• Network: Stable internet connection with at least 1Mbps upload/download
• Processor: Dual-core processor at 2GHz or higher

Contacting Support

If you’ve tried the solutions above and are still experiencing issues, please contact our support team:

1. Email: support@herd.garden
2. In-app: Click the “Help” icon in the dashboard footer
3. Documentation: Check for updated troubleshooting guides on our website

When contacting support, please include:

• Your browser type and version
• Your operating system
• A description of the issue
• Any error messages you’ve received
• Steps you’ve already taken to resolve the issue