# Connection problems

> What "Offline", "Server unreachable" and "Syncing" mean and how to solve connection problems.

Source: https://doc.rasum.chat/en/probleme/verbindung/

Rasum needs an internet connection to send and receive messages. This page explains the connection indicators and what you can do.

## What does "Offline" mean?
"Offline" means: your phone has no internet connection right now. Rasum cannot send or receive anything then.

**iPhone:** **"Offline"** is shown at the top of the screen.
**Android:** A bar across the full width appears at the top with the icon [Icon: crossed-out cloud] and the text **"Offline"**.

What you can do:

1. Check that airplane mode is off.
2. Check that Wi-Fi or mobile data is turned on.
3. Open a web page in another app. If that does not work either, the problem is with the network, not with Rasum.

## What does "Server unreachable" mean?
"Server unreachable" means: your phone has internet but cannot reach the Rasum server (rasum.chat).

What you can do:

1. Wait a few minutes. Often this solves itself.
2. Switch networks: from mobile data to Wi-Fi or the other way round.
3. Close Rasum completely and open the app again.
4. If the indicator stays for a long time, write to us. See [Get help](https://doc.rasum.chat/en/probleme/kontakt/).

## What does "Syncing" mean?
"Syncing" with a small loading circle is normal and not an error. Rasum is fetching new messages and changes from the server, for example right after you open the app. The indicator disappears by itself.

**Android:** After signing in or after an update, **"Setting up your account."** may appear. Wait until it is finished.

## It works on Wi-Fi but not on mobile data
In some mobile networks, connections to Rasum can be disrupted.

1. Connect to a Wi-Fi network and try there.
2. If it works on Wi-Fi, the problem is in the mobile network.
3. Send large files like videos on Wi-Fi if possible.

If it does not work on Wi-Fi either, write to us. Say which network you are using. See [Get help](https://doc.rasum.chat/en/probleme/kontakt/).

## Error message when signing in: account provider unreachable
**Android:** When you sign in, this message may appear: **"We couldn't reach this account provider. Please check that you have entered the account provider URL correctly. …"**

The message sounds technical, but usually it only means: your phone cannot reach the Rasum server right now. You do not need to enter anything, Rasum always uses rasum.chat. Check your internet connection, switch networks and try again.

**iPhone:** With connection problems, **"Sorry, an error occurred"** may appear when you sign in. Here too, check the connection and try again.

## Messages do not load
If **"Failed loading messages"** appears, Rasum could not get the chat from the server. Check the connection. Close the chat and open it again.

## Calls drop or do not connect
Calls need a stable connection. Try a call on Wi-Fi. More tips under [Calls](https://doc.rasum.chat/en/anrufe/anrufe/).

## What else can I do?
If the connection does not work even though you have internet:

1. Update Rasum to the newest version. See [Update the app](https://doc.rasum.chat/en/probleme/aktualisieren/).
2. Restart the phone.
3. Write to us with the time and network (Wi-Fi or mobile data). See [Get help](https://doc.rasum.chat/en/probleme/kontakt/).