This article covers known bugs and issues with the ProtonVPN application for macOS. If you have faced an unknown error with the Mac VPN app that is not listed here, please contact our support team at https://protonvpn.com/support-form.
General issues with the app:
This category does not include connection issues, but rather user interface bugs that you might encounter while using the app.
The best thing to do in this situation is to reset the application to its default settings by deleting the application data. You can do so by following these steps:
Open the ProtonVPN application -> Once the app is open, find Help on the app toolbar -> Click on Clear Application Data.
This will clear the data within the ProtonVPN app.
ProtonVPN Keychain error.
You will receive this error message in the login process after you enter the wrong credentials several times into the neagent pop-up window. (The neagent, or Network Extension Agent, allows your Mac to receive VPN authentication data from the KeyChain system. If you do not log in to the neagent, your Mac will not be able to establish a VPN connection.)
- Log out of your Mac user account and log back in.
- Restart your Mac
Network request timed out
You will see this error message when there is something wrong with login services. It could be an issue with your network, or the ProtonVPN infrastructure could be experiencing downtime or maintenance.
- Restart your Mac and try to log in to the application again.
- Check if you can reach our website or the ProtonMail website.
- Check if you can log in to ProtonVPN on other devices.
- Go to System preferences > Network > and disable then reenable your WiFi / unplug your Ethernet cable from your Mac and plug it in again.
- Wait a few minutes and try logging in again.
- Open a Terminal window (Mac symbol + [Space] and type “Terminal”)
- Ping ProtonVPN (type “ping api.protonmail.ch” in the Terminal window)
- Run a traceroute (type “traceroute api.protonmail.ch” in the Terminal window)
If you get a response from these operations, that means that the error is not originating with ProtonVPN’s services, and there could be something wrong with your network or device.
If you do not get a response from both of these operations, please contact our support team with this data, along with your machine information and ISP.
Are you trying to access our VPN servers from countries that restrict Internet and VPN access? Examples of these countries include China, the UAE, Turkey, Egypt, Syria, Cuba, Saudi Arabia, Iran, and many others.
Alternatively, maybe you are using a network that could have restrictions?
If so, your ISP might be targeting and blocking access to ProtonVPN. In that case, try setting up an OpenVPN connection via Tunneblick.