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Troubleshooting and general information


 

How to clear browser cache and cookies

Sometimes you need to clear your browser’s cache and cookies in order to access the ProtonVPN dashboard (reason include but not limited to, corrupted cache or new version available). Below we describe how to accomplish this in the browser of your choice. Chrome In the upper right-hand corner, select the Menu, choose Settings, and select Show […]

 

How do I switch between countries/servers?

To change your server or country selection, please follow these steps: For the native windows client, once you have logged into the ProtonVPN application, there are two ways to select a server: Find the country you are looking for in the Country List on the left side and click the […]

 

Using Adobe Cloud, OneDrive or Office 365 while connected to ProtonVPN

If you are experiencing issues with Adobe Cloud or Microsoft services such as OneDrive or Office 365 while connected to a ProtonVPN server on your Windows device, please follow the steps below to resolve your issue: 1. Open the Network and Internet Settings by right-clicking on the network settings icon […]

 

Prevent Android VPN disconnects with Always-On VPN

Is the ProtonVPN Android app not automatically reestablishing a VPN connection when Always-On VPN is enabled? Here are the steps you can take to resolve this issue. This problem can occur on some devices because certain phones don’t allow ProtonVPN to continue running in the background or use data while […]

 

Does ProtonVPN have a bandwidth or data limit?

No. All ProtonVPN users, even those on our Free plan, have unlimited bandwidth and data. However, it is likely that your connection will be slightly slower when you are connected to one of our VPN servers than it is when you are browsing the Internet without using ProtonVPN. There are […]

 

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, […]

 


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