VPN Connection fails due to “Gateway is unreachable” error
Symptom: Starting the ProtonVPN Android app is successful. However, when you try to connect to a server, the connection fails and returns the error message “Gateway is unreachable”.
Cause: The IPSec Passthrough is likely disabled in your router settings, which means the devices connected to the router are blocked from establishing outbound VPN connections. Or the IKEv2 VPN protocol you are currently using is being blocked.
- Make sure you have an active Internet connection on your device.
- If you are using a home network connection, you should check the IPSec Passthrough settings. First, open a web browser and access your router settings by entering the IP address of your router (usually the IP address is 192.168.1.1 — you can also check it on the device itself).
After logging in to your router, scroll through your menu until you find the IPSec Passthrough settings. Make sure it is enabled to allow your devices connected to the router to use the IKEv2 VPN protocol. Each router has different settings, so it may be necessary to check your router manual or consult with an IT specialist.
- If you cannot find IPSec Passthrough option on your router, or if you are using some other type of network and have no access to the router, then you can try switching over to the OpenVPN protocol. Navigate to the ProtonVPN application settings (hamburger menu icon in the top left -> Settings -> Protocol) and then establish a VPN connection.You should try both OpenVPN (UDP) and OpenVPN (TCP) in case one doesn’t work.
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 application logs in the app by tapping the hamburger menu button (top left icon), and then tap “Show log”.)
Cause: This error is likely the result of one of the three following situations:
1. You have already reached the maximum number of connected devices allowable under your current plan.
2. You have made too many recent connection attempts that were not properly terminated.
3. You have unpaid invoices.
- Make sure you are not exceeding your connection limit. The number of devices you can have connected to ProtonVPN simultaneously is different for each plan. With the free plan, you cannot have more than 1 connection at a time. Make sure that you do not have a different device that is accidentally still connected. Check out our plans for more details about the different features.
- Wait about five minutes, and retry connecting to a different server. Our servers periodically “clean up” old and inactive sessions. If you had a connection that was not closed properly (e.g., your WiFi dropped, your device crashed, or you experienced a similar error), our infrastructure will detect it and close it after a certain waiting period.
- If you have a paid subscription, check whether you have any unpaid invoices. If you do have unpaid invoices, you will be able to log in to the app, but you won’t be able to connect.
ProtonVPN application login problems
Symptom: Opening the ProtonVPN Android app is successful. However, login attempts fail and the application returns the error message “Something went wrong”.
Cause: Your network is likely blocking the ProtonVPN API.
- If you are using your home network, make sure there are no parental controls enabled on your router. Also, make sure there are no content filters enabled on your ISP (Internet service provider) account.
- If the issue persists, try switching to another WiFi network on your device or set up a manual VPN connection using the IKEv2 or OpenVPN VPN protocol.