Last update : 1 12 feb

Feeling frustrated because your VPN isn't working when you need it most?

Not ideal, especially if you're connecting from a region with internet restrictions.

Let's dive into troubleshooting your VPN connection issues.

The biggest problems , and how to fix them :

Check your internet connection

• Restart Your Router
• Verify Internet Access
• Check router's ethernet cable to see if it's connected
• Contact your ISP if you still need help to restore your connectivity

Check Firewall or antivirus/anti-spyware

• Check Firewall Settings
• Check Antivirus Settings

Check VPN Application

• Give your VPN more time to connect
• Restart Your VPN App
• Update Your VPN App
• Reinstall Your VPN App
• Disable Battery Saver
• Custom DNS
• Disable IPv6
• Conflicting Apps

Check Different Servers or Protocols

• Try a different VPN protocol
• ISP or network restrictions
• Try different VPN server

Check your credentials

• entered your login details correctly
• Forgot Your Login Info
• Choose a Trustworthy VPN
• Sharing VPN Login Info

Why is my VPN connection so slow?

• Run a speed test
• Distance Matters
• Protocol Power
• Wired vs. Wireless
• Cable/Wi-Fi up
• Check bandwidth usage
• Check router load and restrictions

VPN keep disconnecting, how fix it?

• Make sure your internet connection is strong and stable
• Try connecting to a VPN server in a different location
• Test a different DNS server
• Try with different VPN protocols
• Adjust your VPN settings to prevent disconnections due to inactivity or network
• Check if any firewall or antivirus software on your device

Contact our customer service

If none of these methods help, contact our customer service and inform them of your concerns.

we'll walk you through fixing common "VPN not connecting" problems step by step.

If you're experiencing problems with your VPN connection, it could be due to issues with your internet connection. Here's how you can troubleshoot and resolve common internet connectivity issues

1. Restart Your Router :

Restart your device and router. Disconnect and reconnect to your Wi-Fi network.

Inspect the cables, Ensure your router's ethernet cable is securely connected and undamaged.

2. Verify Internet Access :

Open a web page without the VPN , If websites load normally, your internet is likely working.

3. Still Having Trouble?

Contact your ISP they can diagnose outages or fix connection issues on their end.

Firewalls and antivirus software can sometimes interfere with your VPN connection. Here's how to check and fix the issue:

1. Check Firewall Settings :

Firewalls can block VPN traffic. Look for an option to add exceptions and allow VPN software through. Specific instructions on adding exceptions for Windows Defender and macOS are included below :

For Windows Defender :

1. Open your Windows Defender Security Center
2. Navigate to Virus & Threat Protection settings
3. Select Exclusions, then Add or Remove Exclusions
4. Add your VPN software in exclusions

For macOS :

1. Select System Settings or System Preferences, depending on your macOS version
2. Click on Network or Security & Privacy, depending on your macOS version
3. Then, select Firewall and click on Options
4. You’ll then be able to configure your firewall settings and add or remove any programs to the exceptions list

2. Check Antivirus Settings :

Antivirus software might also cause issues. Check if you can whitelist your VPN app or disable SSL/443 monitoring (consult your antivirus software's documentation for specific steps).

3. Temporary Disable (as a last resort) :

Only disable your firewall or antivirus as a last resort to test if it's causing the problem. Remember to re-enable them afterwards for security.

If your VPN isn't working right, here are some easy things you can try to fix it. These steps work for many common problems.

1. Give your VPN more time to connect :

In regions where internet and VPN usage are restricted, it may take longer for your VPN to connect. Be patient and allow a minute or two for the connection to establish.

2. Restart Your VPN App :

Sometimes a simple restart is all it takes! Restarting your VPN application can create a fresh connection to the internet, assuming your internet connection is stable. Here's how to do it:

Fully close the VPN application. On some devices, you may need to swipe it off the screen or use a task manager to force-quit the application.

Wait a few seconds to ensure the application has completely shut down.

Reopen the VPN application by tapping on its icon.

Once the application is open, login to your VPN and select a server to see if the issue has been resolved.

3. Update Your VPN App :

Outdated software can cause connection problems. Update your VPN app to the latest version to benefit from bug fixes and performance improvements. our VPN app offer automatic updates, but you can also Download and install the latest version of the VPN application from our app store or website.

4. Reinstall Your VPN App (if needed) :

If restarting and updating don't work, consider reinstalling the VPN app. This can clear any corrupted files or glitches causing connection issues.

1. Uninstall the existing VPN app.
2. Restart your device.
3. Download and install the latest version of the VPN application from our app store or website.
4. Open the reinstalled app and sign in to your account.

Reinstalling is usually a last resort! .

5. Disable Battery Saver :

On battery saver mode, some Android devices might limit VPN functionality. Try disabling it temporarily to see if the issue persists.

6. Custom DNS :

Setting up a custom DNS can sometimes improve connection speeds.

7. Disable IPv6 :

Some VPN providers might not support IPv6 yet. Try disabling it temporarily to see if it resolves the issue.

8. Conflicting Apps :

Other VPN apps , file-sharing apps, or antivirus software might interfere. Try temporarily disable any conflicting apps to see if it helps.

If you're encountering connectivity issues with your VPN, try connecting to different Servers or Protocols This approach can help troubleshoot and resolve any issues related to servers or protocols, ensuring a smoother and more reliable VPN experience.

1. Try a different VPN protocol

Your VPN uses a "language" to talk to the server (called a protocol). Protocols determine how secure, fast, and reliable your VPN connection will be. Here are some of the our VPN protocols:

• Trojan
• V2ray
• Shadowsocks
• Wireguard
• Openvpn
• OpenConnect
• IKEv2/IPSec
• Socks5
• HTTPS/Proxy
• L2TP
• PPTP

best VPN protocol will depend on your network conditions. In chitavpn’s apps, targon an neon is the default selection in most cases, and it’s the one we would recommend for overall performance and security. But there are times when you might want to try a different one.

Connect using a different protocol. Manually switch to a different protocol to see if that solves your VPN not connecting error.

Before you do, check out our VPN protocols guide to learn about the different types and their pros and cons.

2. ISP or network restrictions

It’s not uncommon for your ISP or network to ban or restrict the use of VPNs. They do so by blocking IP addresses associated with VPNs or communication ports that VPNs use to establish a connection. To overcome such restrictions, try changing your VPN server as well as a VPN protocol.

3. Try different VPN server

A mature VPN product usually has a large number of servers located in places all across the world, even including some regions with strict internet censorship .

Back to the point then, since there are so many servers, it’s not weird that some of them suddenly get problems . Therefore, the very first method to solve VPN’s connection failure is to connect to some other servers, better from different locations.

Ensure that you've entered your login details correctly. A simple typo or mistake can prevent your VPN from connecting. If you use ChitaVPN, you can easily verify your credentials through the user control panel in your ChitaVPN account Also, ensure that your account is still active and hasn't expired.

1. Forgot Your Login Info :

If you've forgotten your credentials, consider resetting your password or reaching out to our customer support for assistance . ChitaVPN users can follow simple instructions to reset their passwords. It's also advisable to use strong, complex passwords for your VPN account and update them regularly for security. Additionally, if you're using VPN software on your router, ensure that you've entered the correct service credentials separate from your VPN account.

2. Choose a Trustworthy VPN :

When choosing a VPN, opt for a reputable provider to avoid scams and security risks associated with fake or illegally resold VPN accounts. If you're unsure about the legitimacy of your VPN, learn how to verify it.

3. Sharing VPN Login Info :

If you're using a premium VPN like us with multiple connections and have shared it with others, there's a possibility that you've reached the maximum connection limit or someone has disconnected your device.

Even with top-notch VPN services, your internet might slow down occasionally, especially with poorly configured VPNs. Here are some tips to fix it:

1. Run a speed test :

Before thinking it's your VPN's fault, test how fast your internet is with a tool like Ookla, both with and without the VPN. If your internet speed doesn't drop much with the VPN on, your internet provider might be the issue.

2. Optimize Your Connection:

Distance Matters :

Choose a server closer to your real location for a faster connection. Data travels shorter distances, meaning quicker speeds.

Protocol Power:

Some VPN protocols are faster than others. Experiment with different options in your VPN app settings to see what works best for you.

Wired vs. Wireless:

If possible, switch from Wi-Fi to a wired Ethernet connection for a more stable and potentially faster experience.

3. Cable/Wi-Fi up

If you’re on Wi-Fi, switch to Wi-Fi 5 or 6 for faster speeds. Alternatively, use an Ethernet cable for better connection stability.

4. Check bandwidth usage

Downloads, updates, and background apps can slow down your VPN. Pause or disable unnecessary apps/software to free up bandwidth.

5. Check router load and restrictions

Heavy router load from multiple devices or bandwidth restrictions on the network can slow down your VPN. Enable Traffic Statistics on your router to check current usage.

Still slow?

contact our support team. They can offer more specific advice based on your situation.

If your VPN keeps disconnecting, it might be because your internet connection is not stable. Here's what you can do to fix it:

1. Make sure your internet connection is strong and stable.
2. Try connecting to a VPN server in a different location.
3. Test a different DNS server. Sometimes, your service provider's DNS server might be the issue. but be aware that using custom DNS servers could increase the risk of a DNS leak.
4. Try with different VPN protocols.
5. Adjust your VPN settings to prevent disconnections due to inactivity or network changes.
6. Check if any firewall or antivirus software on your device is affecting your VPN connection.

If you're still having trouble, contact our support team.