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Fix a VPN that will not connect

We'll confirm internet works without VPN, check the client and credentials, rule out firewall blocking, try split tunnel or a different server—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 6

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 internet works without VPN, then isolate the cause—client, credentials, firewall, or server.

Check internet first

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

Client and credentials

Goal: Check the VPN client and credentials.

  • Open the VPN app and check for updates. Update the client to the latest version. Verify the username and password are correct. If you use a config file, check the server address and port.
  • Good: Client is updated and credentials are correct. Proceed to Firewall and server.
  • Bad: Credentials are wrong or the client is very old—fix those first. If you cannot fix credentials, contact VPN support.

Firewall and server

Goal: Rule out firewall blocking and try a different server.

  • Temporarily disable or add an exception for the VPN client in the firewall or antivirus. Retry. If that does not help, try a different server in the VPN app. If full tunnel fails, enable split tunnel if available.
  • Good: VPN connects after the firewall change or a different server.
  • Bad: Still fails—contact VPN support with the error message and client version.

When to get help

Contact VPN support if:

  • The client still will not connect after checking internet, credentials, firewall, and server.
  • You get a specific error message (e.g. authentication failed, timeout).
  • You are on a work or school device and a policy may block VPN—check with IT.

Verification

  • The VPN connects and shows a connected status in the app.
  • You can reach a website or service through the VPN tunnel.
  • No error messages or timeout when connecting.

Escalation ladder

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

  1. Confirm internet Check device has internet when VPN is off.
  2. Client and credentials Update VPN client and verify credentials.
  3. Firewall and server Check firewall or antivirus; try a different server.
  4. Split tunnel Try split tunnel if full tunnel fails.
  5. Contact VPN support Provide error message 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
  • Error message shown
  • Whether internet works without VPN
  • Steps already tried

Does the device have internet when the VPN is off?

Disconnect the VPN and open a website or run fast.com. If no internet without VPN, fix the network first.

Disconnect the VPN and open a website or run fast.com. Good: pages load—internet works; proceed to VPN check. Bad: no internet—fix the network first (see fix-dns-will-not-resolve or fix-wifi-drops-or-is-slow).

Yes No

You can change your answer later.

Fix network first

Fix the network first. When the device has internet without the VPN, return to this guide.

Done

Is the VPN client up to date and are credentials correct?

Outdated clients and wrong credentials often cause connection failures.

Check the VPN client version and update if needed. Verify username and password. Good: client updated and credentials correct—proceed to firewall. Bad: credentials wrong or client very old—fix those first.

Yes No

You can change your answer later.

Is the firewall or antivirus blocking the VPN?

Firewalls and antivirus can block VPN traffic.

Temporarily disable or add an exception for the VPN client. Retry the connection. Good: VPN connects—the firewall was blocking. Bad: still fails—try a different server or split tunnel.

Yes (was blocking) No

You can change your answer later.

Try a different server or split tunnel

Select a different server in the VPN app. If that fails, enable split tunnel if available. Retry. Good: VPN connects. Bad: still fails—contact VPN support with the error message.
Question

Did a different server or split tunnel work?

Done

Contact VPN support

Contact VPN support with the error message and client version. Confirm you have tried all steps.

Done

Reviewed by Blackbox Atlas

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