Common VPN Connection Issues

Before diving into specific solutions, it's helpful to identify which type of VPN problem you're experiencing. Most VPN issues fall into one of these categories:

Basic VPN Troubleshooting

Before attempting more advanced solutions, start with these fundamental troubleshooting steps:

1. Verify Your Internet Connection

A stable underlying internet connection is essential for VPN functionality:

1. Disconnect from your VPN and test your internet connection
2. Visit a few different websites to confirm basic connectivity
3. Run a speed test to check your baseline connection performance
4. If your base internet connection is unstable or slow, fix that issue first before troubleshooting the VPN

2. Restart Your VPN Client

Simple but effective:

1. Completely close your VPN application (ensure it's not running in the background)
2. For mobile devices, you might need to force-stop the app
3. Reopen the VPN application and attempt to connect again
4. If that doesn't work, restart your device entirely and then try connecting

3. Try a Different Server

Server-specific issues are common with VPNs:

1. If you can't connect to your usual server, try another in the same country
2. If that doesn't work, try a server in a different country
3. Look for servers labeled as "recommended" or "optimal" in your VPN app
4. Some VPN providers show server load percentages—choose servers with lower loads

4. Check Your VPN Account Status

Verify that your subscription is active and account is in good standing:

1. Log in to your VPN provider's website
2. Check your subscription status and expiration date
3. Verify you haven't exceeded any device limits or data caps
4. If needed, renew your subscription or contact billing support

5. Update Your VPN Client

Outdated VPN clients can cause numerous connection issues:

1. Check for updates within your VPN application
2. Visit your VPN provider's website to download the latest version
3. After updating, restart your device before attempting to connect
4. Ensure your operating system is also up to date

Advanced VPN Troubleshooting

If basic troubleshooting didn't resolve your issue, try these more advanced solutions:

Network Configuration Issues

Protocol and Port Troubleshooting

VPNs use different protocols and ports that may be blocked or restricted on certain networks:

Protocol	Speed	Security	Best For	Common Issues
OpenVPN	Moderate to Fast	Very High	Overall security and reliability	Often blocked in restrictive networks, CPU intensive
WireGuard	Very Fast	High	Speed-sensitive activities like streaming and gaming	Newer protocol that may not be available on all VPN services
IKEv2	Fast	High	Mobile devices, connection stability when switching networks	May be blocked in some corporate networks
L2TP/IPsec	Moderate	High	Compatibility with older devices	Often blocked by firewalls, issues with NAT
SSTP	Moderate	High	Bypassing restrictive firewalls	Primarily available on Windows devices
PPTP	Fast	Low (Vulnerable)	Not recommended except for non-sensitive use	Major security vulnerabilities, easily blocked

Try switching protocols in your VPN client:

1. Open your VPN client's settings or preferences
2. Look for "Protocol" or "Connection" settings
3. If on a restricted network (e.g., corporate or school), try SSTP or OpenVPN on port 443 (HTTPS), which is rarely blocked
4. If you're experiencing slow speeds, try WireGuard or IKEv2
5. After changing protocols, disconnect and reconnect your VPN

Firewall and Antivirus Interference

Security software often blocks VPN connections:

Windows Defender Firewall

1. Press Windows key + I to open Settings
2. Go to Privacy & Security > Windows Security > Firewall & network protection
3. Click "Allow an app through firewall"
4. Look for your VPN client in the list and ensure it's checked for both private and public networks
5. If it's not listed, click "Change settings" > "Allow another app" and browse to your VPN executable

Third-Party Security Software

1. Open your antivirus or internet security application
2. Look for "Firewall," "Application Control," or "Network Protection" settings
3. Add an exception for your VPN client
4. Temporarily disable the security software to test if it's causing the issue
5. If disabling helps, re-enable and configure exceptions properly

Router Compatibility Issues

Some routers have settings that can interfere with VPN connections:

1. Check if your router has VPN passthrough settings and ensure they're enabled
2. Look for settings like SPI (Stateful Packet Inspection) firewall, which might block VPN traffic
3. If you're using a router with a built-in VPN client, ensure it's not conflicting with your device's VPN
4. Try connecting to a different network (like mobile hotspot) to determine if the issue is router-specific

Split Tunneling Problems

Split tunneling allows some traffic to bypass the VPN while other traffic uses it:

1. Check if split tunneling is enabled in your VPN settings
2. Try disabling split tunneling to see if it resolves your issue
3. If you need split tunneling, check your configuration to ensure critical apps are routed correctly
4. Some applications may detect split tunneling and block themselves as a security measure

System-Specific Solutions

Different operating systems may require specific approaches to resolve VPN issues:

Windows VPN Troubleshooting

Reset Network Stack

A complete network reset can resolve stubborn VPN issues:

1. Open Command Prompt as Administrator
2. Run these commands in sequence:
   • ipconfig /release (releases current IP address)
   • ipconfig /flushdns (clears DNS cache)
   • netsh winsock reset (resets Winsock catalog)
   • netsh int ip reset (resets IP stack)
   • ipconfig /renew (obtains new IP address)
3. Restart your computer
4. Try connecting to your VPN again

TAP Adapter Issues

OpenVPN and some other VPN protocols use virtual TAP adapters:

1. Check Device Manager (right-click Start > Device Manager)
2. Look under "Network adapters" for TAP adapters
3. If you see any with warning icons, right-click and select "Update driver"
4. If that doesn't work, uninstall the TAP adapter, restart your computer, and reinstall your VPN client

Mac VPN Troubleshooting

Create a New Network Service

1. Go to System Preferences/Settings > Network
2. Click the "+" button to create a new service
3. Select your interface (typically Wi-Fi or Ethernet) and give it a name
4. Configure the new service with appropriate network settings
5. Try connecting to your VPN using this new network service

Reset PRAM/NVRAM and SMC

These resets can help with persistent networking issues on Intel Macs:

1. Shut down your Mac
2. Press the power button and immediately hold Command + Option + P + R
3. Keep holding until your Mac restarts and you hear the startup sound a second time (or see the Apple logo appear and disappear twice)
4. Let your Mac start up normally
5. For SMC reset procedures, refer to Apple's support documentation for your specific model

Mobile Device VPN Issues (iOS/Android)

iOS Troubleshooting

1. Go to Settings > General > VPN & Device Management
2. Check if there are any VPN profiles that might be conflicting
3. Try toggling Airplane Mode on and off
4. Reset network settings (Settings > General > Reset > Reset Network Settings) - but note this will remove all saved Wi-Fi passwords

Android Troubleshooting

1. Go to Settings > Network & Internet > Advanced > VPN
2. Check if multiple VPN profiles exist and remove unused ones
3. Clear the cache and data for your VPN app (Settings > Apps > [Your VPN App] > Storage > Clear Cache/Clear Data)
4. Reset network settings (Settings > System > Reset options > Reset Wi-Fi, mobile & Bluetooth)

Performance Optimisation

If your VPN connects but performs poorly, try these optimisation tips:

Server Selection Best Practices

1. Choose servers geographically closer to your physical location for better speeds
2. Use your VPN's "fastest server" feature if available
3. Try connecting during off-peak hours when servers are less congested
4. Some VPN providers show server load percentages—prioritise servers with lower loads

Protocol Selection for Different Needs

Choose the right protocol based on your primary concern:

• For speed: WireGuard > IKEv2 > OpenVPN UDP
• For reliability on unstable connections: OpenVPN TCP > IKEv2
• For bypassing restrictions: OpenVPN over TCP on port 443 > SSTP
• For mobile devices: IKEv2 or WireGuard for their reconnection capabilities and lower battery usage

Bandwidth and Speed Considerations

1. Try different times of day, as server load varies
2. Use split tunneling (if available) to route only privacy-sensitive traffic through the VPN
3. Check if your VPN offers premium or dedicated IP servers, which may provide better performance
4. Consider upgrading your internet plan if you consistently max out your bandwidth while using a VPN

Connection Stability Improvements

1. Enable "auto-reconnect" features in your VPN client
2. If available, use a "kill switch" to prevent data leakage during disconnections
3. On mobile devices, keep the VPN app running in the foreground or disable battery optimisation for it
4. Switch to a wired ethernet connection rather than Wi-Fi for more stability

Security Verification

Once your VPN is connected, verify it's actually protecting you:

Testing for DNS Leaks

1. Connect to your VPN
2. Visit a DNS leak testing website (such as dnsleaktest.com or ipleak.net)
3. Run a standard test first, then an extended test
4. Verify that the DNS servers shown are from your VPN provider, not your ISP
5. If you see your ISP's DNS servers, you have a DNS leak that needs to be fixed

WebRTC Leak Testing

WebRTC is a browser feature that can potentially expose your real IP address:

1. With your VPN connected, visit a WebRTC leak test site (such as browserleaks.com/webrtc)
2. Check if your actual IP address is visible despite being connected to the VPN
3. If a leak is detected, use a browser extension to disable WebRTC or enable WebRTC blocking in your VPN client if available

Kill Switch Functionality

A kill switch prevents data leakage if your VPN connection drops:

1. Enable the kill switch feature in your VPN client
2. To test it, connect to your VPN, then manually force-close the VPN application
3. Try to access the internet—if the kill switch is working, internet access should be blocked
4. If you can still access websites, your kill switch isn't functioning properly

When to Contact Support

If you've tried the troubleshooting steps above without success, it may be time to seek professional help:

VPN Provider Support vs. IT Support

• Contact VPN provider support for:
  • Account-related issues (billing, authentication)
  • Server-specific problems
  • VPN client software bugs
  • Questions about supported protocols or features
• Seek IT support (like Fix My Rig) for:
  • Device-specific configuration issues
  • Network compatibility problems
  • Router configuration assistance
  • Advanced troubleshooting of your local system

Information to Gather Before Contacting Support

To get help more efficiently, collect this information first:

1. Your VPN client version and operating system (including version)
2. The exact error message you're receiving (a screenshot is ideal)
3. Server locations you've attempted to connect to
4. When the problem started occurring
5. Any recent changes to your system or network
6. What troubleshooting steps you've already attempted
7. Logs from your VPN client (most have a logging feature or debug mode)

Determining if the Issue is Provider-Related or on Your End

These tests can help identify where the problem lies:

1. Try the VPN on a different device on the same network
2. Try the VPN on the same device but on a different network (e.g., mobile hotspot)
3. Check the VPN provider's status page or social media for reported outages
4. Search forums or communities specific to your VPN provider to see if others are experiencing similar issues