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Proxies are sometimes configured inside your browser. If this is an issue, contact your network administrator. Note that many offices, schools, and similar, require the use of a proxy to access local network resources. System-wide proxy settings can be disabled in Windows by going to Start → Settings → Network & Internet → Proxy → Manual proxy setup → Use a proxy and toggling the switch Off. A proxy or firewall is interfering with the VPN connection If the connection works when your antivirus software is removed or disabled, try adjusting its settings or adding an exclusion for the ProtonVPN app. Temporarily disable or remove your virus software to help identify the problem. Your antivirus software is interfering with the VPN connectionĪntivirus software may incorrectly interpret the connection to our VPN server as suspicious. 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. 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). 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. There is a problem with your internet service provider (ISP) Restarting your PC can also fix many connection problems. If that fails, try resetting your router (turn it off, wait at least 10 seconds, then turn it on again). There is a problem with your WiFi connection Please note that VPN connections from China are not possible using ProtonVPN. Smart protocol will automatically cycle through all available VPN protocols (OpenVPN UDP, OpenVPN TCP, and WireGuard ® in Windows) to try to establish a connection. Using OpenVPN in TCP mode can be an effective way to bypass censorship, although it will not defeat advanced deep packet inspection techniques. This routes connections through third-party networks that may not be blocked.

Using our alternative routing feature.

If you live in a restrictive country then your connection may be blocked by your government. Your connection is blocked by your ISP or government If you cannot connect to our VPN servers using our Windows app, you will see this troubleshooting message.Īs this message suggests, there are a number of possible reasons for the problem.