FAQ

Puffin TV keeps reconnecting

Puffin TV now only support Android devices with Google Play Store.

Please go to Google Play Store and download the latest version of Puffin TV.

If your device doesn't have Google Play Store, please contact the device's manufacturer.

Error message: BLOCKED_BY_CLIENT

If you see this error message, it means that the website is blocked by AdBlock.

Please go to Puffin's menu -> Settings -> disable AdBlock and try again.

Cannot connect to server

Puffin Browser is a remote browser. The website contents displayed in Puffin are actually executed on our servers.

Please ensure that the following IP addresses are not blocked by your Proxy, firewall, or antivirus software:

- 107.178.32.0/20

- 45.33.128.0/20

- 101.127.206.0/23

- 101.127.208.0/23

Wrong Geo-location

Puffin leverages our servers in the USA and Singapore to improve the user's web browsing experience'.

The side effect is that the websites receive the Puffin server's IP rather than the IP of your current device.

Although Puffin passes your IP to websites via X-Forwarded-For, some websites do not support this standard and cannot accurately detect your region.

How does Incognito browsing work?

When you browse under Incognito mode, Puffin Browser does not save your browsing history or any information entered in forms. Cookies and site data are deleted when you leave Incognito mode. Please note that Incognito mode is only available when the Cloud Server is turned on.

About the default search engine.

Puffin now offers users more choices of the default search engine.

Go to the main menu > Settings (the gear icon) > "Search engine" to select your preferred searching engine.

Why do I get notifications from Google or other websites when I login using Puffin Browser?

Some websites will send notifications to you if your latest log on location is very different from your normal usage pattern. Others will send notifications for every login.

Puffin is a remote browser. The real browser is running on our servers, which is located in San Jose, California, U.S and Singapore. Once our server renders a webpage, it sends the results to Puffin client app, and the app displays the result in a certain sequence.

When you use Puffin Browser to log in to your accounts, websites receive the IP address of our servers in either Northern California in the United States or Singapore.

In both cases, if you are sure you have just logged in, then there is no need to worry.

If you are unsure, you can check your current Puffin server's IP address against the address provided in the notification email.

You can use Puffin Browser to access the following website, and you will see your current server's IP address. Your device's local IP address as seen from our servers will be shown in the X-Forwarded-For header.

http://www.whatismyproxy.com/

In most cases, Puffin Browser performs much like a proxy server.

Our users' privacy is our top concern. Please refer to our privacy policy for more information.

http://www.puffinbrowser.com/privacy/privacy_policy.php

How to access Flash game or Flash video content?

Puffin browser now opens mobile web pages by default. However, most websites do not show Flash content in their mobile pages. To access Flash content, please click the main menu at the top right, and choose 'Request Desktop site'. Puffin will then reopen the same page in the desktop mode.

If you prefer to open new tabs in the desktop mode every time, please go to Settings and enable the 'Always Desktop Site' option.

Why am I asked to subscribe again to use Cloud Apps when I already did?

This is a Google Play Store bug.

When users have multiple Google Play Store accounts on their devices, switching between them might cause Google Play Store to detect the wrong one.

Please try the following methods to workaround this issue:

Method 1

1. Clear Google Play Store cache

2. Force stop Puffin Cloud Store

3. Relaunch any cloud app and you should be able to use it

Method 2

1. Remove other accounts from device settings and leave the one with subscription

2. Clear Google Play Store cache

3. Force stop Puffin Cloud Store

4. Relaunch any cloud app and you should be able to use it

Why am I asked to subscribe again to use Puffin TV when I already did?

This is a Google Play Store bug.

When users have multiple Google Play Store accounts on their devices, switching between them might cause Google Play Store to detect the wrong one.

Please try the following methods to workaround this issue:

Method 1

1. Clear Google Play Store cache

2. Force stop Puffin TV

3. Relaunch Puffin TV and you should be able to use it

Method 2

1. Remove other accounts from device settings and leave the one with subscription

2. Clear Google Play Store cache

3. Force stop Puffin TV

4. Relaunch Puffin TV and you should be able to use it

Full Flash Service Subscription

Puffin does not support Full Flash Service in Puffin Free anymore.

Please cancel the subscription from the Play Store if you haven't done so yet.

Why do I see links from AliExpress in Puffin Browser?

Puffin collaborates with some e-commerce companies in various countries. AliExpress is one of our parters. The search suggestions shown in Puffin are just quick searches from their websites. We won't send any information to AliExpress before you tap on any search suggestion.

Protecting our users' security is Puffin's most important mission.

Why can’t I download files to the SD card?

We optimized Puffin’s download feature by fixing bugs and improving its speed and security.

However, the fix was not compatible with devices running Android 4 and 5.

Thus, we disabled the feature to directly download files to SD card.

User can still download files to the local storage and then move the files to SD cards.

Puffin 6 and Android 4.0 are no longer supported.

To ensure your cyber safety and improve browsing experience, Puffin Browser has to use the newer APIs provided by Android and Google. We strongly recommend all users upgrade to the latest version.

Google has stopped offering patches for Android 4.0 anymore, and mobile app developers can no longer provide good services on this platform.

We will have to stop supporting Puffin 6 and Android 4.0 in April 2018.

Thanks for using Puffin. If you have purchased Puffin, you can install Puffin on devices which supports newer Android versions with no additional cost.

Some websites do not behave properly when Ad Blocker is turned on.

Please note that turning on Ad Blocker may result in poor experiences on some websites.

Some examples include:

1. Websites may reject access when Ad Blocker is turned on.

2. Primary content (game or video) may not load correctly when an introductory ad video is blocked.

3. In some cases, the blocked ad video is considered to be still playing. The website may wait for its completion before you can continue.

Removing most visited websites

Puffin automatically shows the most visited sites on your start page.

To remove them, long press on the site icon.

Then, select 'Remove' from the popup menu.

Network is very slow even when the data signal is strong.

Even though the data signal is strong, the connection between the WiFi provider and Puffin data server might not be established properly.

Thus, please try the following ways to resolve this problem:

1. Close unused tabs in order to reduce bandwidth usage.

2. Close other apps. If the connection issue persists, please tap "Feedback" from the left-side menu of Puffin Help, and provide us more information. Thank you.

Staying in Incognito mode

Puffin remembers your preference of Incognito/normal mode. If you exit Puffin in Incognito mode, it stays in incognito mode the next time you launch Puffin. Follow the steps in the video to return to normal mode.

Click the tab button > Click the mask button.