Troubleshooting FAQ

Connection failure and common issue solutions

Connection failed, what should I do?＋

Confirm your local network works and the router connection is stable.
Try another node, as the current one may be overloaded.
Check for the latest client version to avoid compatibility issues.
Switch protocols in settings, as the default may be restricted.
Restart the client and device network, then reconnect.
Contact support with the error code if the issue persists.

Frequent disconnection, how to fix?＋

Switch to highly stable recommended nodes to reduce drops.
Check local WiFi signal strength, weak signals cause disconnects.
Disable device sleep or power-saving modes that cut connections.
Update the client to fix known stability issues.
Close conflicting security software or proxies and retry.
Test another network to isolate local network problems.

Client won't open, what to do?＋

Check if security software blocks the client and whitelist it.
Run the client as administrator for sufficient permissions.
Restart your device to clear memory conflicts and retry.
Uninstall and reinstall the latest version to overwrite.
Verify the system time is correct to avoid authentication failure.
Contact support with system info and error screenshots.

Cannot access a specific site after connecting?＋

Confirm the site is online and try another node.
Switch to a node in the target site's region for better access.
Clear browser cache and cookies to avoid stale content.
Adjust splitting rules so target traffic routes through the tunnel.
Try another browser or incognito mode to rule out plugins.
Contact support if the site may be blocking the connection.

Still having issues?

Contact our 24/7 online support for technical help