By following a few simple steps, it is possible to resolve this specific issue. However, it is important to note that certain work or home networks may impose specific restrictions that can potentially hinder the VPN connection.

• Possible solutions:
  1. Change the location
  2. Change the connection protocol
  3. Update or reinstall the application
  4. Reset network settings
      
• Change the location

If you encounter difficulties while attempting to establish a connection to our servers in a particular location, we recommend trying to connect to a server in a different location. For instance, if you are experiencing issues connecting to our servers in the United States, consider connecting to a server in Canada or any other country as an alternative solution.

It's also possible that you're unable to connect to one particular server because it could be experiencing some issues. If so, please let our 24/7 customer support team know about the location you are struggling to connect to, and our team will begin their investigation.

• Change the connection protocol

The performance and stability of your connection can be influenced by the type of VPN protocol you choose. It is crucial to select the appropriate protocol when connecting to a VPN server. PureVPN suggests utilizing the automatic protocol, as it will automatically determine the most suitable connection setting for you. However, if the Automatic protocol option does not work, you can switch between different protocols as an alternative approach.

Wondering how to switch between protocols? Follow the instructions below 👇

1. Click the Settings icon from the left panel of the PureVPN app.
2. Select the Protocol tab.
3. Toggle Automatic protocol selection to change your protocol selection.
4. A warning will appear, click Proceed to continue.
5. Choose your desired protocol from the drop-down menu.
6. Test all the available protocols (one by one).

• Update or reinstall the application

If you are encountering difficulties in establishing a connection, it could be due to using an outdated version of the PureVPN application. If you have already confirmed that you are using the latest released version, consider performing a complete reinstallation of the application.

• Reset network settings

As a last resort, we suggest resetting your device's network settings. To do that on a Windows device, you can follow our separate guide which you can find here.

• Add PureVPN as an exception to your antivirus or any other online security application

When using the PureVPN app alongside an antivirus or online security application, it is possible that the VPN connection may be blocked by your antivirus or online security software. To prevent this problem, we recommend adding PureVPN as an exception to your antivirus or online security application before establishing a connection. For specific instructions on how to add an exception, please reach out to your antivirus or online security application provider.

It is important to note that when using a VPN, a certain degree of speed loss (approximately 30%) is normal. However, if you have noticed a greater decrease in your connection speed, you can attempt the following adjustments.

• Possible solutions:
  1. Try the recommended server option 
  2. Change the connection protocol
  3. Sort the servers using ping
      
• Try the recommended server option (for shared IP VPN users)

Wondering what is the recommended server?

Well, the recommended server will automatically connect you to a country/ server proposed by our smart algorithm (based on geographical distance). Read more about how our smart algorithm works.

How to get connected with the recommended location/server? Follow the instructions below 👇

Click the Locations at the left panel of the PureVPN app and click the Recommended Server option to connect. The app will connect you to the fastest VPN server available.

• Change the connection protocol

VPN protocol type affects the performance and stability of your connection. Be sure to select the correct protocol when connecting to a VPN server. PureVPN recommends the automatic protocol as it will pick up the most appropriate connection setting for you. But in case the Automatic protocol option does not work for you then you may proceed to switch between different protocols.

Wondering how to switch between protocols? Follow the instructions below 👇

1. Click the Settings icon from the left panel of the PureVPN app.
2. Select the Protocol tab.
3. Toggle Automatic protocol selection to change your protocol selection.
4. A warning will appear, click Proceed to continue.
5. Choose IKEv2 (for dedicated IP VPN users) or WireGuard (for shared IP VPN users) and test the speed again. 

• Sort the servers using ping (for shared IP VPN users)

Ping is a computer network administration software utility used to test the reachability of a host on an Internet Protocol. Ping can be used to test the reachability of a host on an IP address. 

To be able to see the Ping values on locations please follow the instructions below 👇

1. Click the Settings icon from the left panel of the PureVPN app.
2. In the general settings tab, scroll down to be able to see the Show ping values option.
3. Toggle Show ping values to turn it on.
4. Once done you will be able to see the ping values beside the locations.
5. Connect with the lowest ping (ms) server location and test the speed again. 

• Steps to follow if you encounter an “Invalid Login Credentials” error.
• Reset your password

• Reset your password

Please use your PureVPN registered email address to login, along with the password you set up during account creation. If you're having trouble logging in, please reset your password by going to the login screen of the PureVPN application and clicking on the "Forgot your password" link under the password field. You will receive an email with instructions on how to reset your password. Follow the instructions in the email to reset your password.

In this guide, you will learn how to troubleshoot issues that cause VPN to disconnect on your Windows device. Eg: The app disconnects immediately or some time after being connected.

• Possible solutions:

1. Change the location
2. Change the connection protocol
3. Add PureVPN as an exception to your antivirus or any other online security application

• Change the location

Please try connecting to another server in a different location. If you're no longer experiencing disconnection after connecting to a different VPN server location, then please let our 24/7 customer support team know about the location you are struggling to connect to, and our team will begin their investigation.

• Change the connection protocol

VPN protocol type affects the performance and stability of your connection. Be sure to select the correct protocol when connecting to a VPN server. PureVPN recommends the automatic protocol as it will pick up the most appropriate connection setting for you. But in case the Automatic protocol option does not work for you then you may proceed to switch between different protocols.

Wondering how to switch between protocols? Follow the instructions below 👇

1. Click the Settings icon from the left panel of the PureVPN app.
2. Select the Protocol tab.
3. Toggle Automatic protocol selection to change your protocol selection.
4. A warning will appear, click Proceed to continue.
5. Choose your desired protocol from the drop-down menu.
6. Test all the available protocols (one by one).

• Add PureVPN as an exception to your antivirus or any other online security application

If you use the PureVPN app while an antivirus or online security application is running, your antivirus or online security application may block the VPN connection. In order to avoid this issue, please add PureVPN as an exception (for specific instructions, contact your antivirus or online security application provider) to your antivirus or online security application before connecting to PureVPN.

Please note that if the website requires a paid subscription, then you must have a valid subscription to access the website.

In this guide, you will learn how to troubleshoot issues that cause VPN to stream Netflix, Hulu, Amazon, Disney+, ESPN, Hotstar, HBO Max and others desired content on your Windows device.