# Network errors and working offline

In the Beta build, a network error means NeuralVault could not reach a service; your notes and a local model keep working offline, but signing in, plan checks, cloud models and updates need the internet.

*https://perpetualtechnologies.co.uk/support/network-error-messages — last checked 2026-10-14*

## Steps

1. Check your internet connection first. Open a website in a browser.
2. Match the code. NV-NET-001, "No connection to the service": you may be offline, a firewall may be blocking NeuralVault, or the service may be down. Check the connection and try again.
3. NV-NET-002, "The request timed out": try again. On a slow or busy connection, wait a moment first.
4. NV-NET-003, "The service’s address could not be looked up": usually you are offline or your DNS is not working. Check the connection, or try a different network.
5. NV-NET-004, "A secure connection could not be made": a wrong clock, a proxy that inspects traffic, or security software can cause this. Check the computer’s date and time, and whether a proxy or security software is blocking NeuralVault.
6. NV-NET-999, "The network request failed": try again. If it keeps happening, send us the error details.
7. Know what works offline. Your vault is files on your disk. A model running on your own machine through Ollama does not need the internet. The plan copy on this computer keeps working until it runs out.
8. Know what needs the internet. Signing in, creating an account, renewing your plan, a cloud model on your own key, update checks, and sending a bug report.

## How to tell it worked

The action that failed works on the next try.

## If it does not work

**It works in a browser but not in NeuralVault.**

A firewall or security program may be blocking NeuralVault itself. Allow NeuralVault through it.

**A locked screen says it cannot reach the licence service.**

It keeps trying and opens by itself once it gets through. See the guide on locked-screen messages.

**Your plan seems to have changed after a long time offline.**

See the guide on plan renewal.

## Related guides

- [Your plan could not be renewed, or you have been offline](https://perpetualtechnologies.co.uk/support/plan-renewal-failing-or-offline)
- [The app shows a locked screen: what each message means](https://perpetualtechnologies.co.uk/support/locked-screen-messages-explained)
- [Sign-in or sign-up fails: what each message means](https://perpetualtechnologies.co.uk/support/sign-in-and-sign-up-messages-explained)

## Still stuck

Bug reports belong in the app, in Settings, About. Those carry no contact details, so they
get fixed rather than answered. To get a reply, email us instead: that route targets two
business days. https://perpetualtechnologies.co.uk/contact