A VPN (Virtual Private Network) is a privacy tool that keeps millions of users private and secure on the internet. But to get the protection of a VPN, it must work properly in the first place.
Issues with your device, the VPN service provider, or your network can cause the VPN app to work poorly or stop working altogether. Thankfully, such issues are usually easy to detect and resolve. Follow along to learn why your VPN isn’t working and how to fix it.
Table of contents
Why is my VPN not connecting?
There are quite a few reasons why your VPN may fail to connect. It might have nothing to do with the VPN in the first place. Here are some of the most common reasons for a malfunctioning VPN:
- Poor internet connection;
- Firewall or antivirus restrictions;
- VPN server issues;
- Outdated VPN software;
- ISP or network restrictions;
- VPN protocol compatibility;
- DNS issues.
One of the above is likely to be causing issues with your VPN connection. If not, you should contact the customer support team of your VPN provider, and they’ll help you figure things out.
Poor internet connection
You need a stable internet connection for the VPN to work properly. If your internet connection drops, so will your connection to the VPN server. Surfshark has a Kill Switch feature that protects you in case you get disconnected from a VPN server, but it won’t solve internet speed or connectivity issues.
To test if your connection is at fault, simply turn off VPN and run a speed test. If the connection is still slow or unstable, your VPN has nothing to do with it, and you should contact your ISP (Internet Service Provider) to solve this issue.
You can also turn on the Auto-connect feature on your Surfshark app if you have connectivity issues. This way, when your internet starts working again, you’ll be automatically connected to a VPN server of your choice.
Firewall or antivirus restrictions
In some cases, your firewall or antivirus may restrict VPN traffic or even block your connection to a VPN server. To check if this is true, turn off your firewall and antivirus, then try connecting to a VPN server. If the VPN works fine after you do so, you’ve found your issue.
To solve firewall or antivirus restrictions, add your VPN client to the list of exceptions on the firewall and your antivirus app. You may also need to disable SSL monitoring on your antivirus for the VPN to work correctly.
VPN server issues
Premium VPN services have thousands of servers to maintain, so it’s not a surprise that some servers can be temporarily shut down for maintenance. If your favorite server is among them, worry not, it should be back up pretty soon. In the meantime, connect to one of the available servers to stay private and protected online.
Outdated VPN software
Software updates happen for a reason: it can get outdated or have bugs and issues that need fixing. If you haven’t updated your VPN software since the day you installed it, this may be the reason why your VPN isn’t working properly.
Check if you have the latest version of your VPN app. If not, update your app and see if that helps solve your issue. In some cases, you may need to delete the app altogether, find the latest version of it, then download the VPN app for your device, and install it again.
ISP or network restrictions
It’s not uncommon for your ISP or network to ban or restrict the use of VPNs. They do so by blocking IP addresses associated with VPNs or communication ports that VPNs use to establish a connection. To overcome such restrictions, try changing your VPN server as well as a VPN protocol.
If you know that you have an ISP or network that restricts VPN use, it’s best to use obfuscated servers. They encrypt your traffic to keep you safe online and also hide the fact that you’re using a VPN.
VPN protocol compatibility
Surfshark uses port 51820 for WireGuard, 1194 for OpenVPN, and 500 for IKEv2. These ports must be open for the VPN connection to work with the corresponding protocol. So if you’re experiencing connectivity issues and none of the fixes above work, try checking if these ports are open.
DNS issues
A faulty DNS server can be the reason behind your connectivity issues. You can see if it’s true by switching to a different DNS server. The switch should solve errors like “DNS server not available” or “server DNS address could not be found.”
Why is my VPN not working on my phone?
The reasons for your VPN not working on your phone are usually no different from any other device. But there are some nuances for each OS (Operating System) to be aware of.
VPN not working on Android
Your VPN app might be interfering with other apps or settings on your device. You can fix an unstable VPN connection on Android by changing your VPN protocol, turning off battery-saving mode, switching to another server, or simply restarting your device.
VPN not working on iPhone
The basic fixes for a VPN not connecting on iPhone are more or less the same. Most issues can be solved by switching to a different server or protocol and keeping your VPN app up-to-date. If you’re experiencing a slow connection, setting up a custom DNS can help speed it up.
Why is my VPN not working on Windows 10?
There are a few common issues that can result in a poor VPN connection on Windows 10. Thankfully, they’re fairly easy to fix:
- Disable IPv6. Surfshark currently doesn’t support the IPv6 protocol, so the app won’t work if it’s enabled;
- Restore the VPN app. Open the VPN app and go to the Settings section. Locate the Get Help option and tap Reset VPN profile to reset the app;
- Switch VPN server and/or protocol. Switching to another VPN server or VPN protocol can help overcome port blocking, IP blocking, or server downtime issues;
- Disable interfering apps. Various apps, such as other VPNs, file-sharing apps, or antivirus can mess with your VPN connection. Add exceptions to your VPN app on your firewall and antivirus, and avoid using any interfering apps.
Don’t let connectivity issues distract you from staying safe online
A VPN, just like any other piece of software, is bound to have some issues now and then. But a few simple steps, such as changing your VPN server, switching to another protocol, or updating your VPN app, will solve most issues.
If these don’t work and you don’t want to dive into the technical stuff unassisted, Surfshark’s customer support team is here to help you 24/7. So there’s no reason for you to quit using a VPN and risk your security and privacy online.
FAQ
Why is VPN not connecting on my iPad?
There are a few reasons why a VPN is not working on your iPad. Most issues can be solved by switching to a different VPN server and changing VPN protocols. You should also always keep your app up-to-date and make sure that IPv6 is disabled on your device.
Why is my VPN not working at home?
If your VPN app works fine away from home but starts having issues as soon as you connect to your home Wi-Fi network, the issue may be with your ISP or the network itself. Run a speed test with the VPN turned off to make sure your connection is stable, and try switching VPN servers and protocols in case your ISP is blocking VPN traffic.
Can a VPN be blocked?
Yes, a VPN can be blocked by some services or networks. This is usually done by blocking IP addresses that are linked to VPNs. You can usually solve this issue by switching to another VPN server. If all VPN use is blocked, connect to an obfuscated server, which hides the fact that you’re using a VPN.
How do I make my VPN faster?
If you’re having issues with connection speed when using a VPN, try connecting to a server closer to your physical location, and switch your VPN protocol to WireGuard. VPN connection speed is impacted by the distance between you and the server, as well as protocol choice, so these two steps should help with speed issues.
