Any disconnection is never a fun thing, especially when it interrupts a crucial task! This article is to help address common reasons for disconnections on supported platforms. It is not an exhaustive document but should help solve the most common problems.
- Try reconnecting to a different server
One of the factors of internet traffic is routing. The connection moves from a router or modem to an ISP and on to the selected VPN server location. From there, your connection gets routed to the destination website or service.
Various factors can impact routing speeds. Traffic density and the physical condition of cables will impact routing speeds. Try changing the server to address any potential traffic issues.
- Try changing the protocol
VyprVPN offers many different protocols to handle the encryption process of the VPN. Each is unique. Experimenting with a different protocol can yield different results with your connection.
Here is an overview of the available protocol methods
Due to limitations with supported devices, some protocols are not available for use. Feel free to experiment accordingly.
- Disable Firewalls or Anti-virus software
Disabling the firewall or anti-virus program is not a recommended permanent solution. However, it does help identify roadblocks and can lead to potential solutions. If the connection improves, the next step is white-listing or creating an exception.
Consult available documentation for your device, software or operating system as needed.
- Try connecting to a different network
We do understand that this isn't feasible in all situations. However, it is a valuable step to try to troubleshoot disconnections all the same.
For desktop and laptop computers, you can change between wi-fi and ethernet connections. For laptop computers, in particular, it's easy to test a completely unique network altogether. Visiting a public location or a friend with wi-fi would do the trick.
For mobile devices, you can switch between wi-fi and your plan's cellular network.
- Reset your local network devices
If you have access to the devices to your network devices, the following can help address connection issues. Common home networks are set up with a modem and router configuration. Granted this is not in all cases. Feel free to extrapolate on the recommendation made above. Consult the manufacturer and internet provider recommendations.
Disconnect the power from both the modem and the router as well as any ethernet connections between the two devices. Leave these devices disconnected at least a full 60 seconds. This allows both devices to release the cached data from the chip-sets.
- Reconnect the power to the modem. Wait until the light indicators display its powered up and connected online.
Reconnect the power to the router, but leave the network cable leading from the modem disconnected. After it finishes all its system checks you may reconnect the network cable to the router.
When the router indicates the network is functional again, test the connection with VyprVPN active.
I tried all of these steps just now and I'm still having connection issues!
What gives here?
First of all, we definitely appreciate your patience and willingness to try the troubleshooting steps above. If you're still having issues with the connection, we are more than happy to help you out! Please gather app logs (You can find the steps for gathering app logs here) and contact our support team!
If you need any further assistance, please contact our 24/7 Customer Success Team, who would be glad to assist.