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Troubleshooting and general information


 

Enabling Cookies

Why do you need Cookies? Chrome If you’re using Chrome, go to Chrome > Preferences and you’ll see a settings menu appear within the browser window. Scroll down and click Show advanced settings… to bring up the privacy options.   Now, click the Content settings button, and then, to enable cookies, click Allow local data to be set (recommended). […]

 

Allowing sessionStorage

ProtonVPN uses the latest in web technologies to secure your data, and requires sessionStorage. This article will explain what sessionStorage is and address common issues. What is sessionStorage? sessionStorage is a new web technology that lets you store website information securely on your device. We use sessionStorage to store your authentication token which is […]

 

How to enable the base filtering engine

If the base filtering engine (BFE) is not running on your Windows device, the ProtonVPN app will show the following error messages: The most likely reason the BFE is not running is that a virus disabled it to perform malicious actions on your device. For ProtonVPN to work properly, you […]

 

Issue with mobile data usage on iOS 14 with ProtonVPN

We have been contacted by users reporting that their iPhone is telling them that they are using unexpectedly large amounts of data when using their mobile data plan while connected to ProtonVPN. We have found that the cause of this unexpected data use is an accounting issue with iOS 14. […]

 

Solutions to ProtonVPN Android app issues

VPN Connection fails due to an authentication failure Symptom: Opening and logging in to the ProtonVPN Android app is successful. However, when you try to connect to a server, the connection fails and returns the error message “User authentication failed”. The Android application logs indicate “AUTH_FAILED”. (You can access your […]

 

What browsers can I use with ProtonVPN?

ProtonVPN supports most popular Internet browsers. However, ProtonVPN uses cutting-edge technology that is only supported in the latest versions of these browsers. To maintain the level of security expected by our users, we occasionally need to drop support for outdated browser versions that do not have the security features we […]

 

Why is Quick Connect not working?

The Quick Connect function connects you to your default profile with one click. If you have not changed it, your default profile will be the “Fastest” profile. The “Fastest” profile will establish the fastest and most stable connection depending on your location, distance to nearest server and server load.   […]

 

How latency, bandwidth, and throughput impact Internet speed

Internet speed or how fast data transfers in a network is calculated using different metrics: latency, bandwidth, and throughput.  This article aims to explain these metrics and how the TCP protocol — the way most data is transmitted over the Internet nowadays — impacts them.  Sending off your data packets […]

 

Why does Google show my IP address originating in a different country from the one ProtonVPN lists?

Some users have reported having Google identify their internet connection as originating in a different country than where our server is located. For example, if you are connected to one of our VPN servers in Malaysia, Google might identify your connection as originating in the United Arab Emirates. This is […]

 

How does P2P VPN redirection works with ProtonVPN

  Peer-to-Peer is a network protocol for computer users that allows to search and download content. Because of the unique structure of the network, it is very efficient for downloading large files. On a Peer-to-Peer network, when a user is searching for a specific file, the installed software is locating […]

 


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