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Troubleshooting and general information


 

Why my status is “unprotected”?

When you open the ProtonVPN app, you will sometimes see the warning “You are unprotected!” or “Not connected.” Screenshot of Android app Screenshot of iOS app Screenshot of macOS app Screenshot of Windows app This means that you are not currently connected to one of our VPN servers and that […]

 

What is OpenVPN?

OpenVPN is a VPN protocol. A VPN protocol, or a “tunneling protocol,” is the set of instructions your device uses to negotiate the secure encrypted connection that forms the network between your computer and another.  OpenVPN uses SSL/TLS to handle its key exchange, has no known vulnerabilities, supports Perfect Forward […]

 

What is IKEv2/IPSec?

IKEv2 stands for Internet key exchange version two, and IPSec refers to the Internet protocol security suite. Together, they form a VPN protocol. A VPN protocol, or a “tunneling protocol,” is the set of instructions your device uses to negotiate the secure encrypted connection that forms the network between your […]

 

Solutions to ProtonVPN Login Problems

If you are having trouble logging into ProtonVPN, here are a couple common causes and solutions. There are many ways to log into ProtonVPN. To access your account details to view your current plan, payment information, account details, and download OpenVPN config files, you need to visit the ProtonVPN Dashboard (https://account.protonvpn.com) […]

 

For macOS users: What is neagent?

Neagent stands for the Network Extension Agent and it facilitates the connection from your Mac to our VPN servers. Since our VPN app for Mac uses the IKEv2/IPSec VPN protocol, allowing the neagent to access Keychain is a necessary step to create a secure VPN connection.  Before you can connect, […]

 

Does ProtonVPN work in China?

As of Sept. 18, 2019, the Chinese government is blocking access to ProtonVPN as part of a larger crackdown on Internet freedom.  The Chinese government works hard to control its citizens’ access to the Internet. The Great Firewall employs a vast system of technical tools, including DNS filtering, URL filtering, […]

 

Two-factor authentication on ProtonVPN

Two-factor authentication on ProtonVPN Two-factor authentication (2FA) adds a layer of security to your ProtonVPN account by adding an extra verification to the login process for additional protection. Currently, ProtonVPN supports the one-time password (OTP) protocol, so accounts with 2FA enabled will be prompted to enter a 6-digit code upon […]

 

How to reset the ProtonVPN account password

Once you create your account, we advise you to write down your password and keep it in a safe place. However, it’s natural that some people will forget or lose their passwords. In that case, you can reset your ProtonVPN account password by using your recovery email address as explained […]

 

Why did a ProtonVPN server get removed?

Occasionally, you may find that the ProtonVPN server you always connect to has been removed. This reflects the fact that, in our continuous effort to expand our network of VPN servers, reduce latency, and improve our service, we need to retire certain servers. There are generally three explanations for this: […]

 

Issues encountered using RivaTuner and ProtonVPN

RivaTuner is an overclocking and hardware monitoring system for Windows devices that is used to enhance GPU performance. At this point, it is outdated, with the last stable version being released in 2009. We have found that if you have RivaTuner installed on your device, ProtonVPN will not open. To […]

 


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