Runbook

The Wi-Fi name is not shown

Why: Android gives the Wi-Fi name only to apps with precise location. It may be off, set to approximate, or not allowed. Scans still work.

Fix:

1. Open Network and tap Show it on Show the Wi-Fi name?. Or Settings, Scanning, Show the Wi-Fi name.
2. Allow precise location when Android asks.
3. If location is switched off on the phone, turn it on in Android settings.

A device shows as Unknown

Why: The device says nothing about itself, and Android no longer lets apps read its hardware address.

Fix:

1. Tap the device, then Rename and give it a name. The name stays.
2. To get makers, turn on Shizuku mode in Settings.

Makers are missing

Why: Since Android 10 apps cannot read the hardware address that tells the maker.

Fix:

1. Makers through Shizuku come with Pro.
2. Open Settings, then Shizuku mode.
3. Tap Get Shizuku, then Open Shizuku to start it, then Allow Netglow.
4. Tap Scan now.

A device I know is not in the scan

Why: It may be asleep, on a guest network, or behind a mesh or extender.

Fix:

1. Wake the device and tap Scan again.
2. Try Settings, Scanning, How hard to scan, Thorough.
3. Tap See all. Netglow keeps every device it ever saw, under Away.

Shizuku stopped after a reboot

Why: Android stops Shizuku on every reboot, and Shizuku needs a start each time.

Fix:

1. Open Settings, then Shizuku mode.
2. Tap Open Shizuku and start it again.
3. If asked, tap Allow Netglow.

A Shizuku block is gone after a reboot

Why: Android drops these blocks on every reboot. Netglow sets them again as soon as Shizuku runs.

Fix:

1. Start Shizuku as above.
2. Open Shizuku mode and look at Blocked with Shizuku. Cut off now means it holds. Waits for Shizuku or Not held now, open Shizuku means Shizuku is not running yet.
3. Tap the app to check its page.

A Firewall block does not hold, or another VPN runs

Why: Android runs one VPN at a time. If another VPN is on, Firewall is off, and so are its blocks. Apps says "Another VPN may be on" or "Firewall is off".

Fix:

1. Turn off the other VPN.
2. Open Apps and tap Open Firewall, then turn Firewall on.
3. Check that Apps says Live from Firewall.

To block with no VPN at all, use Block with Shizuku (Pro, Android 14 and up).

Pro is not unlocked after paying

Why: Google Play may still be confirming, or Netglow has not asked Play yet.

Fix:

1. Open Settings, then See what Pro adds.
2. Tap Restore purchase.
3. Use the same Google account that paid. A note says "Payment pending" while Play confirms. Check that Google Play is reachable and updated.

Still stuck? Report it with the order date.

I want a refund

Refunds go through Google Play, which took the payment. Open your Google Play order history, find Netglow Pro and ask for the refund there. After a refund Pro locks again, and the free app keeps working. If Google Play cannot help, write to zanoski.marko@gmail.com.

The names file folder lost access

Why: The folder was moved, deleted or its permission taken back, so Netglow cannot write there.

Fix:

1. Open Settings, then Device names file.
2. Tap Folder and pick the folder again, or make a new one.
3. If names look missing, tap Load a file and pick devices.json.

If Netglow says "That is not a Netglow names file", the file is not valid. A bad file is renamed devices.json.bad so nothing is overwritten.

The camera check finds nothing in a hotel

Why: Many hotels keep guests apart, so only the router answers.

Fix:

1. Read What it cannot see on Cameras.
2. Tap Check nearby Wi-Fi too to see camera hotspots.
3. Look around the room as well.

Background watch seems quiet

Why: It runs only while the phone is on Wi-Fi, and Android may wait longer between checks while the phone sleeps. Notes need notification permission.

Fix:

1. Open Settings, Background watch and check that Watch in the background is on.
2. Check How often.
3. Allow notifications for Netglow in Android settings.