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Fix a VPN that drops

We'll check the underlying network, try a different server, adjust split tunnel or keep-alive, rule out firewall interference—or tell you when to contact VPN support.

Troubleshooting · Security basics
10–25 min
What you'll need
  • VPN client (app or built-in)
  • Access to device and VPN settings
Step 1 of 4

Quick triage — pick your path

Quick triage — pick your path

Choose the option that matches what you see. You can jump straight to that section.

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Steps

Goal: Confirm the network is stable, then isolate the cause—server, split tunnel, keep-alive, or firewall.

Check network first

Goal: Rule out a local network problem before troubleshooting the VPN.

Server and split tunnel

Goal: Try a different server and adjust split tunnel or keep-alive.

  • Select a closer or less busy server in the VPN app. Enable keep-alive or auto-reconnect if available. If full tunnel drops often, enable split tunnel and route only the apps you need over the VPN.
  • Good: Fewer drops after changing server or enabling keep-alive or split tunnel.
  • Bad: Still drops—proceed to Keep-alive and firewall.

Keep-alive and firewall

Goal: Enable keep-alive and rule out firewall interference.

  • Enable keep-alive or auto-reconnect in the VPN app. Add an exception for the VPN client in the firewall or antivirus. Retest.
  • Good: VPN stays connected.
  • Bad: Still drops—contact VPN support with the drop pattern and client version.

When to get help

Call VPN support if:

  • The VPN still drops after checking the network, server, split tunnel, keep-alive, and firewall. Provide the drop pattern and client version.
  • Drops happen at a consistent interval (e.g. every 5 minutes).
  • You are on a work or school device and a policy may limit VPN—check with IT.

Verification

  • The VPN stays connected for the duration you need.
  • No repeated disconnects or timeout messages.
  • Keep-alive or auto-reconnect reconnects quickly if a drop occurs.

Escalation ladder

Work from the device outward. Stop when the problem is fixed.

  1. Confirm network Check network is stable when VPN is off.
  2. Different server Try a closer or less busy server.
  3. Split tunnel and keep-alive Enable split tunnel or keep-alive if available.
  4. Firewall Add exception for VPN client.
  5. Call VPN support Provide drop pattern and client version.

What to capture if you need help

Before calling support or posting for help, have these ready. It speeds everything up.

  • VPN client name and version
  • When drops occur (pattern)
  • Whether network is stable without VPN
  • Steps already tried

Is the network stable when the VPN is off?

Disconnect the VPN and use the internet for several minutes. If the network drops without VPN, fix the network first.

Disconnect the VPN and browse or run a speed test for several minutes. Good: no drops—network is stable; proceed to server check. Bad: network drops—fix the network first (see fix-modem-drops-connection or fix-wifi-drops-or-is-slow).

Yes No

You can change your answer later.

Fix network first

Fix the network first. When the network is stable without the VPN, return to this guide.

Done

Have you tried a different server and keep-alive?

Some servers are more stable. Keep-alive prevents idle timeouts.

Try a closer or less busy server. Enable keep-alive or auto-reconnect in the VPN app. Good: fewer drops—server or keep-alive helped. Bad: still drops—try split tunnel or check firewall.
Question

Did a different server or keep-alive help?

Continue

You can change your answer later.

Try split tunnel or check firewall

Enable split tunnel if available. Add an exception for the VPN client in the firewall. Retest. Good: VPN stays connected. Bad: still drops—contact VPN support with the drop pattern.
Question

Did split tunnel or firewall change help?

Done

Reviewed by Blackbox Atlas

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