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Troubleshooting


 

Unable to connect

In cases ProtonVPN can’t connect, please refer to the following list of solutions. Most of the steps described here can be done without direct support from our support team, but in case you get stuck or don’t know how to handle certain things, we will be there for you. Server […]

 

Solutions to ProtonVPN Connectivity Issues on Windows

Having connectivity issues with the ProtonVPN Windows client? Read on for a checklist of things to solve your situation. For Windows, ProtonVPN is available in the form of our own ProtonVPN Windows application. It provides the easiest to use interface and you can connect with just a single click. However, […]

 

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 […]

 

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.   […]

 

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 […]

 

ProtonVPN temporarily locked my account for security reasons

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 […]

 

Streaming troubleshooting guide

We want to remind you that you should check the VPN Streaming Guide to get step-by-step instructions on setting up your VPN connection and securely watching your favorite content on various streaming platforms. We also want to remind you that our streaming feature is only available on ProtonVPN Plus and […]

 

How do I check for updates?

We will notify you when new updates become available for our apps, but you can manually check for updates by following these simple steps: Windows 1. Open the ProtonVPN app 2. Go to top left of the application and click on 3 horizontal lines -> About. 3. If a new […]

 


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