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Troubleshooting


 

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 […]

 

Why did a ProtonVPN server get removed?

Occasionally, you may find that the ProtonVPN server you always connect to has been removed.  At ProtonVPN, we continuously upgrade our servers to ensure the best performance and stability. These investments are what make ProtonVPN consistently the fastest VPN service. This means that we will periodically retire old VPN servers. […]

 

Understanding and increasing VPN connection speeds

In this article, we discuss the factors that impact the speed of VPN connections and how you can increase the speed of your connection when using one of our VPN servers. We also cover the differences in speed between the ProtonVPN plans. Update July 2021: Our unique VPN Accelerator technology […]

 

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 […]

 

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 […]

 

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 and […]

 


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