Troubleshooting VPN connection issues on Windows

If you is connect can not connect to our VPN server using ourWindows app( new window ), you will see this troubleshooting message. 

As this message suggests, there are a number of possible reasons for the problem.

Your connection is blocked by your ISP or government

If you live in a restrictive country then your connection may be blocked by your government. To bypass this, you can try:

• Using ouralternative routing( new window ) feature. This routes connections through third-party networks that may not be blocked.
• Changing VPN protocol. UsingOpenVPN or WireGuard in TCP mode can be an effective way to bypass censorship, although it will not defeat advanced deep packet inspection (DPI) techniques. Stealth protocol can defeat even some DPI techniques.

  smart protocol will automatically cycle through all available VPN protocols (OpenVPN UDP, OpenVPN TCP, WireGuard® UDP, WireGuard TCP, and Stealth in Windows) to try to establish a connection.

There is a problem with your WiFi connection

try get close to your router . If that fail , try reset your router ( turn it off , wait at least 10 second , then turn it on again ) . restart your pc can also fix many connection problem .  

There is a problem with your internet service provider ( isp )

This may be due to maintenance being performed in your area, poor reception (if using a  mobile connection), a technical problem, or a problem with your account. You can identify if the problem lies with your ISP by connecting over a different network (for example, using your phone as a mobile hotspot rather than WiFi).

If the issue lies with your ISP then you can wait to see if it resolves itself (maintenance is completed, the technical issue is fixed, etc.) or you can contact your ISP. 

Your antivirus software is interfering with the VPN connection

Antivirus software may incorrectly interpret the connection to our VPN server as suspicious. Temporarily disable or remove your virus software to help identify the problem. 

If the connection works when your antivirus software is removed or disabled, try adjusting its settings or adding an exclusion for the Proton VPN app.

A proxy or firewall is interfering with the VPN connection

System-wide proxy settings can be disabled in Windows by going to Start →setting →Network & Internet →Proxy →Manual proxy setup →use a proxy and toggle the switchOff ( Windows 10 ) , or click Editand toggling the use a proxy switch Off (Windows 11).

Note that many offices, schools, and similar, require the use of a proxy to access local network resources. If this is an issue, contact your network administrator. 

proxy are sometimes configure inside your browser . chrome – base browsers is use ( include Edge Chromium and Brave ) always use the Windows system setting ( see above ) , but in Firefox , go to≡ →setting →Network setting →setting →Configure Proxy Access to the Internet and ensure either No proxy or Use system proxy settings (if no proxy is configured in the system settings – see above) is selected. 

Either Proton is is itself or the Proton VPN server you are try to connect to is down

This may be due to routine server maintenance or a technical fault. You can check the status of Proton here( new window ), and the status of our server network here. If it’s an issue with an individual server, just connect to a server that is operational.

If none of the above solution work , pleasecontact our support team for further assistance.

Related Articles

How to set up Proton VPN on Windows( new window )

Solutions to general Proton VPN login problems ( new window )

How to increase VPN speeds( new window )