Troubleshooting and general information

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 […]

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. […]

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 […]

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 […]

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.   […]

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 […]

  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 […]

NetShield is a DNS filtering feature that blocks ads, malware, and website trackers. Some antivirus programs for Windows offer features that are incompatible with NetShield, which can result in conflicts that prevent NetShield from working properly. This article aims to document any such issues as they come to our attention […]

In order to respect our users’ privacy, ProtonVPN enforces a strict no-logs policy. This means we keep no session usage logs of what you do online, and we do not log metadata that can compromise your privacy.  We don’t log which websites you visit We don’t log your traffic or […]

ProtonVPN implements a security system to protect our users’ accounts. If we detect potentially suspicious behavior that may indicate someone is trying to gain unauthorized access to your account then we may temporarily lock your account in order to protect it. While your account is locked you will not be […]