Troubleshooting common VPN problems

Symptoms, causes and what to try

Start with the first suggestion in each row.
Symptom	Likely causes	What to try
The VPN will not connect	No internet connection yet, wrong account details, or an outdated app	Check that you are online without the VPN; sign out and in; update the app; try another server
Connected, but nothing loads	The kill switch is blocking traffic, or DNS is misconfigured	Disconnect and reconnect; reset the app's network settings; turn off custom DNS
Hotel or cafe Wi-Fi does not work	The network's sign-in page has not been completed	Turn the VPN off, complete the sign-in page, then turn the VPN back on
Everything is slow	A distant or busy server, a weak Wi-Fi signal, or the protocol on this network	Pick a nearer server; move closer to the router; try another of the app's protocols
A site or app refuses to work	The service restricts VPN connections in its terms, or flags the shared server address	Use that service with the VPN off, or use split tunnelling for it; contact the service if you think it is a mistake
The VPN does not work at work or school	The network's owner does not allow personal VPNs	Ask the network's administrator. Their acceptable use policy decides, not the VPN app
Battery drains faster	Constant reconnecting on unstable networks	Try another protocol; turn off auto-connect on trusted networks
Local printer or TV is unreachable	All traffic, including local traffic, goes through the tunnel	Allow local network access in the app's settings, or use split tunnelling for that device

Check the basics without the VPN
If the connection does not work with the VPN off either, the problem is the network, not the VPN.
Change one thing
Switch server, then protocol, then a single setting. Note each change so you can undo it.
Update and restart
Update the app and the operating system, then restart the device.
Ask the right people
Contact the provider's support for app problems, and the network's operator for network rules.

Terms used here

The sign-in or terms page a hotel, cafe or airport network shows before it lets you online. A VPN usually cannot connect until you have completed it.

A setting that sends only some apps or destinations through the VPN and the rest directly. Useful, but it means part of your traffic is not covered.

The rules an employer, school or network operator sets for using its networks and devices. They often say whether personal VPNs are allowed.

A setting that blocks internet traffic if the VPN connection drops, so nothing is sent outside the tunnel by accident.